One thing that I enjoy as a writer and consumer champion is sharing different stories and issues with you to raise awareness of your consumer rights.


A daughter bought her Mother some flowers that only lasted a couple of days from Marks & Spencer.

Her Mother mentioned it afterwards so the daughter dug the receipt out and went to Customer Services to explain what had happened.


Whilst the flowers in this case only cost £3, the fact remains that they did not last for an acceptable length of time and this falls under the Consumer Rights Act 2015 which states that goods / products should be;

  • Fit for purpose
  • As described
  • Satisfactory quality
  • Lasts a reasonable length of time

The flowers clearly did not meet that criteria, so M & S arranged for a £25 voucher and an apology for the inconvenience to be sent in the post afterwards.

It’s worth noting that if the flowers were reduced to clear, you cannot expect the same outcome or even consider complaining about the quality. It’s all relative.


This is a great example of the importance of firms providing great customer service and how to encourage customer loyalty. In an era where everything is much the same, the one thing that sets a firm apart is exemplary and consistent customer service.

Suffice to say, the Mother has happily recited this story to family and friends far and wide and is now a great ambassador for M & S and their brand.

What examples can you give of great customer service?

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