I contacted M&S live chat regarding a pair of faulty Sophia Jeans. I explained that I was shielding and could not return the jeans. I was then given further contact details with the assurance that it was not a problem and I would receive a new pair by post and could return the faulty ones in the delivery packaging. I contacted their customer service, waited days for a reply. I then received an email which I promptly replied to and sent photos of the condition of the jeans. These brand new jeans are disgraceful ( inferior dye problems and fraying edges). They actually looked more like second hand. The emails went back and forth for a few weeks and then finally I was told that I would have to return them to store. I explained, AGAIN, that I have heart and kidney issues and could not do that. I was basically ‘fobbed off’ Then - no further response. Even though I tried to contact them again, my emails were simply ignored. I was led to believe the quality of these jeans were a ‘one off’, but have noticed that many others have also complained about the fabric quality. As a Marks and Spencer’s customer for many years I suddenly realised that customer loyalty no longer matters as far as Marks and Spencer’s are concerned, so...... sadly I will have to purchase both my husband’s and my clothing elsewhere. I have had to rate this one star because there was not an option for a ZERO.