Emma Kershaw sent a message to Marc Bolland that said:
Dear Mr Rowe
I am writing to you because I have given up on your customer service team, they are refusing to communicate with me and my requests to speak to a member of the management team are being ignored.
I have recently had the most appalling experience with online shopping at Marks and Spencer. An experience that has gone on for the best part of a month and has eaten into a busy schedule and taken far more energy and stress than it warranted.
Today is the 5th of December 2019 and I am appalled and disappointed in the way that I have been treated and so I am reaching out to you to see if anybody in this company actually cares about their clients.
I would appreciate it if you, or your assistant, would look into this matter and get in touch with me.
kind regards,
Emma Kershaw
