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Jo C.
Jo C., Barrister
Category: Law
Satisfied Customers: 32086
Experience:  Over 5 years in practice
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I went shopping in M&S yesterday and decided after paying for

Customer Question

I went shopping in M&S yesterday and decided after paying for my items to leave my shopping with them and collect later ( a service they provide) and continue shopping elsewhere around town. When I returned to the store to collect my purchases, there is a waiting area as you enter the door to the left where people wait for taxi's here I sat down beside a old women to look for my receipt. We struck up a conversation and we noticed a bleeping sound as everyone approached the steps going either up or down the steps to the foodhall, when I retrieved my receipt I entered the foodhall and gave it to a member of staff who returned with my shopping, I then approached the stairs and noticed the bleeping sound again. When I reached the top of the steps, to sit in the waiting area, I heard a sales assistant shout stop, I took no notice not realizing she was refering to me. I sat down to wait for my taxi and continued my conversation with the old women. Next thing the sales assistant was in front of me and started serching my bags and pulling everything out, even from the bags that were not from M&S. People entering and leaving the store were watching, some of which I knew, it was really embarresing and I felt so humiliated. I tried to reason with her and explain there was a faulty alarm, but she would not listen and continued to serch my belonging, when she took out everything to check and put them in front of the alarm scanner, she still could not figure out why the alarm was still bleeping. If she had listened to me and turned around and watched, she would have realized that everytime someone walked passed the scanner alarm went off. Whan I tried to take my bags from her, when my taxi arrived she pushed my hand away and continued serching. I was in a state of shock, eventually she realized the alarm was faulty, and without even apologising she fled down the steps. I was visibly upset. The old lady said to me that was disgraceful the way that was handled, she didn't even ask you could she serch your bags, I would take this further. As I went to go down the steps two members of staff were rushing towards the steps, they were agreeing that the alarm was faulty and could see I was upset, I asked for the name of the store manager and said I was going to make a complaint. When I arrived home I phoned M&S to speak to the manager, they said he would phone back, he has not called me back, 24 hours later after the incident and I have not received a call. What should I do? Was this lawfull? I would appreciate some advice as I am still traumised after the event.
Submitted: 3 years ago.
Category: Law
Expert:  Jo C. replied 3 years ago.
Thank you for your question. My name is ***** ***** I will try to help with this.
What action are you hoping to take please?
Customer: replied 3 years ago.

Hi Jo, what action can I take? What would you do if this were you this happened to? Regards, Gerardine

Expert:  Jo C. replied 3 years ago.
On what basis?
What action are you hoping to take?