We splashed out on an expensive cream chenille suite with M&S only to discover that ink on their stitched-in care labels had permanently marked the fabric and that it was not really suitable for sitting on wearing anything other than clothes of the same colour. This clearly did not seem to be fit for purpose and had a built-in manufacturing fault. However it took 7 months to get any reply at all to our complaint (letters, emails phone calls - nothing) and only then by writing to the Chairman, but no liability was accepted. We ultimately had to involve the Furniture Ombudsman who was also given the run around by Marks.
Only when they had found in our favour did we get an appropriate response...some 14 months after the initial purchase. [We were initially offered replacement cushions - but they discovered that they had, for some reason, discontinued that particular fabric!]
Thereafter the customer services person we dealt with was exemplary and we cannot praise her highly enough. If only that had been their initial response. Deeply disappointed in a company that has previously been a by-word for customer service and quality products.
It hardly reflects their commitment to: 'doing the right thing by our customers' does it?
We needed a replacement toilet for our boat and were holed up in France enjoying the 2012 summer. Rang for advice and ordered Jabsco compact toilet on-line (at their suggestion to ensure delivery address was accurate) at 1759 on Saturday 9 June. It arrived in Brittany, extremely well-packaged only 4 working days later on Thursday13th.
Excellent product and very good service.
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