Yet no sooner was the order confirmed than they were out of stock. What to do?
Marks & Spencer: (answering Marketing's call after a wait of about 10 minutes) Hello, how can I help you today?
Marketing: Hello. I bought some sale items through the website, but I then received an email to say that the items were not available after all. What can I do?
Marks & Spencer: Yes, I'm afraid this does happen. It means that, at the time of your order, the item was available, but it has since been left out of stock.
Marketing: So is there any other way to find what I'm looking for - in store, for instance?
Marks & Spencer: Yes, you could try that, but you would have to check with each individual branch.
Marketing: You don't have a stock count there?
Marks & Spencer: No, I'm afraid not.
Marketing: Has this happened a lot?
Marks & Spencer: Well, it does happen. The only absolute confirmation you have is at the point of dispatch, so this does happen. Unfortunately, everything is subject to availability.
Marketing: OK, thank you.
Marks & Spencer: Is there anything else I can help you with?
Marketing: No, that's OK. Thanks.
Verdict:
The call-handler was genial, eager to help and even seemed disappointed on my behalf that the sale items were no longer available. It was unfortunate that she did not have live access to information on stock levels either for the website or in stores; this would have been very useful, but was clearly not her fault.
Score: 7/10