I returned a watch that had let in water. The girl on the cash desk (when I explained what was wrong) stared at me as though I was from some other worldly planet. She never spoke once, never said for example 'oh sorry about that.....' NOTHING. She then turned to her colleague who must have told her to refund me and then said to me 'card'. I then said 'ah so you're going refund me?' Still nothing. She handed me the receipt back and still said zero. What a fabulous customer experience that was. It gets better. I went then to the food hall and went to the self serve cash desks. The machine did not have my item in 'look up'. Called the customer service button. I explain my issue. Assistant grabs the apple bangs it down on the table and enters it down as another item (which was much more expensive). When I objected she said I'm taking it off your shopping'. By the time several tills (inc mine) had crashed. It was chaotic. She marched off to another till with my shopping not speaking to me. At this point I'd had enough of M&S sh*t customer service and left the store. Seriously, M&S you have lost your way.