Two weeks ago I ordered a blouse from M&S online, it failed to arrive at the store on the chosen day, and again the following day grrrrr! The store assured me it would be cancelled and a refund made.
Fast forward to today . . .
In a fit of pique I sent them a well worded email this afternoon. It worked.
A very nice young man in Scotland rang this evening (Just as I was raming a BBQ rib in my mouth!). He said he would email me back, which he did. It’s all sorted and there was a £10 gift card to say sorry. He suggested I might like to buy one of their delicious £10 meal deals and he wouldn’t ring again to interrupt it.
Poor service, but that’s how to deal with a complaint.