A report on Marks and Spencer from a Payment Choice Alliance supporter:
“Last week, I went in to the Marks and Spencer store in Brentwood and ordered a pack of two shirts costing £40 and I paid in cash.
My husband tried a shirt on at home and found that chest size was quite small, so we agreed that we would exchange the shirts.
Today, I went back to the Brentwood Store but my husbands shirt size was not in stock, so I had to re-order.
The Sales Assistant asked me to pay for the shirts again and said she would give me a refund on my original purchase.
I put my debit card in the machine to pay for the re-order of shirts. The Sales Assistant then looked at my original receipt and said I can’t refund you in cash, because you ordered on line. I said, I didn’t order on line. I bought in the store and I paid £40 in cash.
The assistant had to call a supervisor who came to explain that they could not give me cash as there was no way on the system allowing them to do it. She explained I would be getting a cheque instead within a week.
I was angry that I had to pay for another set of shirts, then have to wait for my money, then have the inconvenience of going to pay a cheque into my account as I don’t bank on line.
It’s clear to me that M&S want to completely get rid of cash and do not care one iota about giving their customers a choice.”
Everyone can surely agree that this lady received absolutely atrocious customer service. This experience, coupled with the refusal of Stuart Machin , the Marks and Spencer CEO, to install “Cash Welcome” signs in their cafes, indicates a worrying anti-cash direction for this major British retailer.
Which must STOP or Marks and Spencer are going to REALLY fall-out with their customers!