Customer service at M & S isn’t what it was either, and seems to be hell bent on batting away any complaints, reasonable or not. I seem to have a dispute every year that takes ages to resolve. This year, the snow globe. Bought online two years ago for £19.50. Out it came with the other decorations this year and the liquid in it was so murky you couldn’t see inside. Fair enough, they asked for a photo, but then sent a rather snotty email saying that they, not I, would be the judge of whether it was fit for purpose and I’d have to return it in store, where I may or may not get a store credit at the manager’s discretion. Why they put themselves in the position of having a long queue of customers listening in to their dirty washing/snow globe being aired, I don’t know. Especially when the till assistant then states that a snow globe is only really meant to last one Christmas and the long queue is agreeing with the rather cross customer that if she’d wanted a throwaway item she’d have gone to Poundland. Even then it had to be sent off and “evaluated” by Quality Control before I got an apology and full refund weeks later. It’s hard work!