[Resolved]  Marks And Spencer — One piece missing in a packet of 5 under garments

Address:Pune, Maharashtra

I would like to bring to your notice that I purchased a packet of Microfibre HLYo on 21.7.2014 vide invoice no. 000000T[protected] from the M&S store at SGS Magnum Mall, Shop No.5, Pune 411001. To my absolute surprise there were only 4 pieces o[censored]nderwear instead of 5 as marked on the packet. This I realised as soon as I unpacked the garments on reaching home. I was utterly shocked & could not believe it at first-so I checked the paper bag etc. But, there were only 4 pieces therein. I decided to overlook the matter & let it go, as it had never happened before & I assumed it must have got left at the store when the sales girl was displaying the same to me. I did not want to pursue the issue. But, when I told my husband about it, he thought otherwise & suggested that I let the store manager know about it as it may be a case of small thefts by the staff or something. My husband is a Police Officer at a senior post in the Maharashtra Police Service. Reluctantly & hesitantly I went to the M&S store the next day & told the sales girl about the missing garment. She & the others did not think it possible just the way I did. So, she approached the Store Supervisor Mr. Kumar. Mr. Kumar was extremely rude & had the stance of total arrogance when he said that he had similar complaints from various customers almost everyday. To which I said-it was alright if he did not give me the missing piece, but, it was only to bring the matter to their notice. He continued his arrogance & almost accused me of lying & making false claims. He even said he would check the CC TV footage on the date of purchase! This totally shocked me as undergarments are never tried & it was so irrelevant for him to say such a thing. Then I told him who I was & that I have been a customer at Marks & Spencer since the last 8-10 years & have never come across a situation like this, therefore, I did not check the packet while purchasing it. He said he would not do anything about the matter in an extremely rude, arrogant & insulting manner. He even walked towards the room where he would view the CC TV footage. He came back & said ok ok please give madam the replacement & also, tendered an apology reluctantly. I asked him what had changed his mind suddenly? He said I am answerable to my seniors!!! The replacement was done & all, but after all the rude behaviour by Mr. Kumar. This complaint is only to draw your attention to the missing piece of garment & not so much to the arrogance of Mr. Kumar, as he cannot change the loyalty I have towards your brand. Anjali Nirmal
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Aug 14, 2020
Complaint marked as Resolved 
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