A surprised mum has taken to social media to share an incredible customer service response after complaining to her local M&S branch.
After finding fault in a pair of Marvel-themed pyjamas that she bought for her son at the Walkden branch of Marks & Spencer, the local mum decided to message the department store chain on Facebook to lodge a complaint and seek some assistance.
She wasn’t quite expecting the reply she received in response though.
Sharing a now-viral screen shot of the message exchange with the over 1.1 million members of the ever-popular Family Lockdown Tips & Ideas group on Facebook, the mum admitted the response by the M&S employee – who signed-off the message as Steve – “made my day”.
The response from M&S said: “I was originally going to go through the usual process of “Please return these to your local store so that our team can…” [but] we don’t have time for that. If your little superhero is without his Super Marvel PJs, how will be able to save the world and protect us from any supervillain attacks?!?
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“THIS IS AN EMERGENCY!!! So I’ve reshipped a new pair of the PJs and they’re due to be delivered tomorrow.”
The Walkden mum found a fault in a pair of Marvel-themed pyjamas that she bought for her son / Credit: M&S
The message continued: “And if you’re wondering what that strange breeze was just now, it was the collective sigh of relief that your little superhero is keeping us all safe and sound once again.
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“Enjoy the rest of your weekend and have a great week.”
How brilliant is this?
The rest of the public seemed to be just as surprised as the mum herself at the nature of the response, as the post has understandably gone viral within the group and has racked up a whopping 48K interactions and over 2.5K comments from people both praising M&S for its customer service and sharing their own stories.
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One person commented: “This made me a bit teary – that’s lovely.”, another added: “That’s brilliant, why can’t all customer service advisors be like this?”, and a third said: “Fantastic customer service and wonderful personality – I wish everyone took this approach.”
Another shared a similar customer service experience saying: “I once contacted Golden Bear who make the Ben & Holly’s Little Kingdom toys to replace one of the figures that had been posted in the DVD player [and] they wrote back to my daughter and sent a full set of figures saying how unfortunate the other one had climbed into the DVD player etc.”
“It was so lovely [and] I’ve never forgotten it.” she added.
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Festival-goers urged to stop taking wheelie bins full of booze
Daisy Jackson
Festival-goers have been warned not to take wheelie bins full of alcohol to festivals with them this summer.
The warning has come ahead of this year’s Download Festival, which takes place next month and kicks off the summer’s biggest run of festival dates.
But a major train operator has said there have been incidents in the past of passengers trying to travel to festivals with wheelie bins and luggage trolleys.
Passengers have had to be reminded that wheelie bins are not permitted on board, and they should instead only carry as much luggage as they can comfortably carry.
The warning comes from East Midlands Railway, one of the key services that will whisk people to Download Festival between 10 and 14 June.
Customers returning from the festival are also encouraged to use boot-cleaning brushes provided at stations to help remove mud before boarding trains.
Philippa Cresswell, customer experience director at East Midlands Railway, said: “We’re encouraging customers to travel light.
“Last year, some festive goers tried to board services with wheelie bins or festival trolleys full of beer. While it might seem like a great idea for getting your supplies to the festival, it just isn’t safe or possible to bring them onboard train services.”
Festival-goers urged to stop taking wheelie bins full of booze
EMR has also warned customers to plan journeys in advance, with engineering work taking place at various locations on the Midland Main Line, near where Download Festival takes place.
She continued: “We’re advising customers travelling to Download Festival to plan their journeys in advance and be aware that essential engineering work will affect services across the weekend.
“As a result, some services will be reduced or amended, and passengers should check before they travel and allow extra time.”
The full list of 125 ‘everyday essentials’ you’ll soon be able to get for cheaper in the UK
Emily Sergeant
Crisps, biscuits, avocado, and chewing gum are just a few of the items that are soon set to be available for cheaper in the UK.
First announced by Chancellor Rachel Reeves last week, the Government has now published a list of more than 100 of key items that are set to see targeted cuts to tariffs, alongside uprating mileage rates for the first time in 15 years and reducing VAT.
It covers a wide range of ‘everyday essentials’ – from fresh fruit and vegetables, oil and baked goods, to chocolate, sauces, and soft drinks.
“The war in Iran isn’t our war, but one we will need to respond to,” Chancellor Reeves commented.
“My priority is keeping prices down for households and businesses. That’s why we’re freezing fuel duty, increasing the mileage rate for the first time in 15 years and slashed VAT temporarily this summer to help reduce the cost of days out.”
Full list of 125 ‘everyday essentials’
Garlic
Gherkins
Aubergines
Sweet peppers
Other peppers (capsicum/pimenta)
Olives (fresh/chilled)
Olives (for oil production)
Olives (frozen)
Plantains (fresh and dried)
Bananas (fresh and dried)
Limes
Citrus fruits (various)
Avocados
Fresh figs
Dried figs
Other fresh fruits
Frozen fruits
Dried apricots
Dried apples
Dried peaches/nectarines
Dried pears
Dried papaya
Mixed dried fruit
Mixed nuts
Mixed fruit and nuts
Green tea
Buckwheat
Fonio
Quinoa
Olive oil (extra virgin)
Olive oil (virgin)
Olive oil (other)
Margarine
Mixed fats and oils
Vegetable oils
Chewing gum
Liquorice products
White chocolate
Marzipan and pastes
Throat pastilles
Sugar confectionery
Boiled sweets
Toffees and caramels
Sugar tablets
Cocoa paste
Cocoa powder
Chocolate (bulk and retail)
Chocolate bars
Chocolate with fruit, nuts or cereal
Chocolate spreads
Chocolate drink preparations
Couscous
Crispbread
Gingerbread
Biscuits
Waffles and wafers
Rusks
Toasted bread products
Bread
Pizzas and quiches
Pickled peppers
Prepared vegetables
Crisps
Processed potatoes
Baked beans
Preserved beans
Preserved vegetables
Preserved tropical fruit
Candied fruit
Jams and marmalades
Preserved citrus fruits
Mixed preserved fruit and nuts
Tomato ketchup
Tomato sauces
Soups and broths
Non-alcoholic beverages
Plant-based drinks
Crisps and fresh fruit are two of the items set to see targeted tariff cuts / Credit: Esperanza Doronila | Jonas Kakaroto (via Unsplash)
The Government says these cuts support the action it has already taken to reduce the cost of living – including freezing prescription charges, protecting motorists from fuel duty increases, and raising the minimum wage.
The list of everyday essentials set to see targeted cuts to tariffs comes after the Great British Summer Savings initiative was announced last week.
This means that, from 25 June through to 1 September 2026, a temporary reduced rate of VAT – down from 20% to 5% – will be introduced on children’s meals in restaurants and family leisure activities over the summer period.
Emily Sergeant -
10th June 2021 
