A pensioner was furious after M&S said she wasn't allowed to use the toilet - despite being a paying customer. The 64-year-old had visited the York store for tea and cake last Sunday, as part of an early Mother's Day treat.
But Sue Smith, from Billingham, said she was left "fuming" after staff apparently told her it was policy not to allow anyone in once the Tannoy had sounded.
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The firm has apologised to the 64-year-old, insisting she should have been allowed to use it. However, after enduring an uncomfortable hour-plus drive home before using a toilet, Sue has slammed the "daft" decision not to let her go.
"It wasn't like we had just come off the streets, we were actually in the shop and paying customers," raged Sue, who said she was "full of tea". And having spent a fair few quid in the city centre store's restaurant, she was flabbergasted the staff wouldn't let her then spend a penny.
"We came out the restaurant having tea and cake, so three of us said 'We have to go as the shop's closing'. So we got up and walked towards the toilet, around 100 yards away on the same floor, and we saw this lad in his Hi-vis coat," recalled Sue. "As we walked towards the toilet, a couple of girls came out and then the tannoy announcer said 'The shop's closing in ten minutes, can you make your way to the checkouts'. But when got to the toilet he said we couldn't come in once they made the ten minute announcement.
"At the time we were so polite, but we should have said 'Don't be so daft' and walked past - what would he have done? But we didn't because we are too nice. But I was fuming, absolutely fuming - and busting."
Her daughter tried taking her to a public convenience, only to find that had shut too. It marred what had otherwise been a "lovely" day with the family. Upon returning, Sue fired off an email to M&S, venting her disappointment at the "awful" experience. Having received nothing other than a generic response, she contacted Teesside Live who raised her concerns with the high street giant.
Since then, a spokesperson for the firm clarified that the toilets should ALWAYS remain open to customers as long as the store is. "We were sorry to hear about Ms Smith’s experience. At M&S we hold ourselves to the highest standards of customer service and our toilets are available for customers to use whenever our store is open" they added.
"We are contacting Ms Smith directly to apologise and our store manager would like to offer her some flowers next time she visits the store.” And Sue also claims that, days later, the firm eventually did reply - and also offered her a £10 voucher. However Sue said she spoke out about her experience not for some freebie, but to point out the poor experience she had - and to make sure it doesn't happen to anyone else.
"If we had just come off the street and asked 'Can we use your toilets', I'd understand it if they said we couldn't as the shop's closing. That would be a bit cheeky. But we were already in there. It just spoilt a lovely afternoon we had shopping."
