We spend well over 1000 per year - sometimes a lot more - mostly at our local (Ilkley - yorkshire) branch. It is out go to for nice bits of food - especially when we feel like treating ourselves. We nearly always get our Christmas food from them.

This is about to change.
Yesterday I picked up a basket of food - about £33 worth - but managed by accident to pick 2 of the same items one of which had a very short date. I went straight back in with the item and receipt (about 40 minutes later) and was told that it is now their position that they won't accept returns.

I asked to speak to a manager and an even younger (I think) lady came across and also refused to do a return or replacement. They were not particularly nice about it either. We are left with a meal costing £6 that is very short date (today) and a very bad impression of M&S. The meal is probably going to waste.

I wonder if I can alter the M&S advert 'It not just any poor customer experience - it's an M&S VERY poor customer experience'.

We are very disappointed long term M&S customers but if it's up to me only - we won't be setting foot in an M&S store ever again.