Friday, January 29, 2010

Customer Services

My email to M&S Customer Services Department:

Thank you for providing four delicious cakes for a birthday party at the weekend. The quality was good and the iced lettering excellent.

It may interest you to know that it is impossible to order four similar birthday cakes through your web-site, with different wording and ages, at the same time without paying for each one separately. We had three birthdays to celebrate at once but had to settle for a generic wording rather than making the cakes different. Thought you'd like to know as we can't be the only people to celebrate a double or triple birthday.

Steve Tilley

Their reply:

Dear Mr Tilley

Thanks for contacting us about ordering cakes with messages on it.

I'm sorry to hear that you had to order it with a generic wording and for any upset or disappointment that this may have caused you. I can advise you that this isn't up to our usual standard of service.

I've looked into your query and can advise you that I've passed this onto the relevant department and they're certainly looking into it. Whenever there's a problem like this we're committed to putting it right and improving our customer services.

Thank you for getting in touch and I hope that you and your family had a great party and best wishes to those who celebrated their birthdays.

If we can be of any further help, please feel free to contact us on ...

Kind Regards

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Help. Apart from the disappointing grammar, did they? I'm really not sure that an answer of yes or no even begins to do justice to this question.

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