Marks and Spencer PLC London — A case of cheating

Address:

Mumbai City, Maharashtra, 400102

Hello,

This is to share my grievance regards M&S customer service at your M&S store at Oshiwara - Andheri (west), Mumbai.

I have been shopping with M&S as ex-crew of an esteemed airline since the last 20 years - loads of happy experiences and moments of buying various products with you - be it your store in London or global.

However, today was extremely disappointed at being 'cheated' of a lingerie product I purchased from your Oshiwara store in Mumbai city.

I have since the past 20 years been purchasing your lingerie ( 'Total Support' brand). Today, was no different when i went to purchase the same ( not to mention that i had been there 2 weeks ago only to be told that my size 36F is out of stock at locations - having been a loyal customer stuck to my loyalties and waited till i receive that call from the store sales girl which unfortunately never happened).

Today i walked back into the store and finally was convinced to buy the 38F size which i was told would be closest to my preferred size of 36F - and THIS is where it all started.

On purchasing the product ('Total support' Twin pack - INR 1699/- which was the Maximum Retail Price - MRP printed on the box) was asked by the sales girl to pay an amount of INR 2299/-. Earlier, i was told that if the beige color is selected i would pay the new price of INR 2299/- although the MRP on the box stated INR 1699/-.

When inquired, i was told that because of the beige color i need to pay the new price although the product is an old product.

I then decided to speak with the store manager Mr. Kunal Gangar - he too on speaking with his staff decided to go with the illogical reasoning and amount of making me as the customer pay the new price of INR 2299/- where as the printed price of the box shows INR 1699/- (paying for products above the MRP is also against the law and the firm is liable to get into a suit with the customer should the latter decide to make matters legal).

I am totally appauled at this kind of customer service which makes me think about the prestige that M&S as a global brand has towards its clients.

If the box read the price as INR 2299/- i would, considering its the new product, would have paid the required.

However, this is a clear case of cheating, to make the customer pay INR 600/-extra for a product because the product you have in store has not been replenished with new stock options - Eventually as it stands, i have paid the new price for the old product (legally printed on the box).

This definitely not being standards of M&S the global brand, i request you to take strict action against the store manager and the sales staff (Ms. Ashwini Juwale) for this.

On my part i thought its best for me to highlight what is happening at your virtual stores which are in operation without supervision from the higher authorities - there might be many a dissatisfied customers who may not escalate the 'disappointments' to the concerned, but they also never return to do further business with Marks and Spencers considering the options in the market today.

Note - i can provide the details of the purchase in the form of the bill receipt, if requested.

I await keenly to hear of a positive check and revert from you..

Thanking You,