If only Marks & Spencer ran the Steampacket (=IOMFerry compa

[TopCat]

I have recently had two very conflicting customer experiences with Steampacket and Marks & Spencer which I would like to share with your readers.

First of all the Steampacket – I am currently transporting various old cars from my shed in the Isle of Man to my shed in Invernessshire. I have a booking with a car trailer in July going out and another booking in August with the same car trailer on the return. Of course the classic car broke down and needs repairs and might not be ready for the July booking. So could I please cancel the trailer on the outward in July and add to my existing booking in August? No sorry the computer will not let me do this cried the sales assistant!

But yes of course- but that will cost an additional £270! Given that the trailer cost £44 each way before, and that I had an existing booking, I thought this was outrageous. When asked why I was informed that my original bookings (comprising 5 ferry crossings during the year) had been booked before the end of January and were therefore at a special rate which could not be amended or adjusted later. Leaving aside the fact that I had plainly helped Steampacket Cashflow by shelling out £1200 in January for future crossings and the net present value of that forward cash payment was plainly more than £1200.

Now contrast this with Marks & Spencer! I bought a pair of shoes, and because it was Father’s day was given a discount, but the size required was not in stock, so they ordered a pair. When they arrived they didn’t fit and the returns team gave me my money back , and then had to deal with the fact that a reorder in the correct size would occur after Father’s Day and consequently would not attract the same discount. So replied the computer. Don’t worry the kind sales assistant said I have marked the invoice so that we may organise your original discount manually when the shoes do arrive.

And the interesting thing is the shoes also cost c. £44!