we NU
Disappointing and Disrespectful Service at M&S Vivo City I had a highly disappointing experience at the M&S store in Vivo City, which profoundly impacted my perception of the brand. Around 6 PM (5 Dec 2023), I approached a staff member with a picture, inquiring about the location of a specific new product, shortbread tea. Instead of assisting, the employee (in the picture one) responded with impatience, dismissively pointing towards the tea section and rudely questioning if I couldn’t see it there. I was well aware of the tea area but needed help locating this new item. Their tone was condescending and reproachful, even when they eventually pointed out the product, asking in a derogatory manner if that wasn’t the shortbread tea. This encounter was shockingly disrespectful and far below the standard I expect from a high-end supermarket like M&S. It was, without doubt, my worst shopping experience at M&S in recent memory, raising serious questions about their staff training and customer service quality. It’s crucial that employees refrain from bringing negative emotions into the workplace, as it deeply affects customer experience. I hope M&S addresses this issue promptly to uphold the quality of service that customers deserve.
