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Marks & Spencer Replies to Customer Complaint With a Poem

Image via <a href="">Grantham Journal</a>
Image via Grantham Journal

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Department stores in England have a pretty unique way of dealing with customer complaints. When Christine Baxter from Grantham, Lincolnshire, wrote a letter, in verse, to British retail mainstay Marks & Spencer, complaining about the closure of her local branch, she never expected to receive a reply—also in verse. The poem from M&S headquarters read:

I completely understand you're upset, That our Grantham store will soon be for let.

This decision was not easy to make, But it's no mistake, And we settle on it full of regret.

We know we've been with you for years, And we'll be leaving with eyes full of tears.

But if a store can't make money, There's clearly something going funny; This situation any business fears.

Marc Bolland wants to open more shops, But to do this costs lots and lots.

We need the cash in our hand, To spread the M&S brand.

Right now in Grantham we cannot.

Wow. Anyone have any similar experiences with American department stores? Hey Macy's and Target, are your customer service departments brushed up on their iambic pentameter?
· Marks & Spencer's poetic reply to customer complaint [BBC]
· Marks & Spencer in Grantham to close [Grantham Journal]