@marksandspencer – Marc Bolland – Dear Mr Rowe I am awfully sorry to trouble you but I don?t know where

PAMELA MASH sent a message to Marc Bolland that said:

Dear Mr Rowe
I am awfully sorry to trouble you but I don’t know where else to turn.
I bought a sofa from M & S and it has several faults including a stain, faulty zip amongst other things. This item was delivered on the 26th of May and because of Covid when it was delivered my husband & I had to stand in the garden while the delivery men put it together so we did not spot the stain. I went through the proper channels & got in touch with M & S right away. I was then fobbed off with a company called Castelan who requested pictures which I sent. They sent me an email to say they had received the pictures and that they would be in touch in a few days. Well 11 days later no one had contacted me so I sent them an email & they replied that going by the pictures they could not find anything wrong. I rang M & S & said I was not happy so they said they would arrange a visit from Castelan . I received a phone call on Tuesday 3rd to say that he would visit the following day between 1 – 4 pm & he arrived at approx. 5 pm. This sofa was barely 2 weeks old when I first complained & I thought that because it was faulty I would get a refund ( normal M & S policy) but no we had to be passed from pillar to post. Who in their right mind would be asked to accept a new sofa with a stain on it I bought the chair to go with this sofa & that was refunded because of a problem so why not the sofa. We are both OAP’s and was expecting this sofa to last more than a couple of weeks because we saved for this sofa & cannot afford another one. I think someone should also check the negative comments that Castelan have on Trustpilot, lots of them from M & S customers. I have been a customer of M & S many years & expected better from customer service who advised me to take it to the ombudsman. I know that during Covid the manpower was short but why should your customers have to accept inferior workmanship.

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