Absolutely appalling service from M&S, highly disappointed. After being billed two times for the same item, I’ve been billed further for contacting customer service to request a refund! The lady I spoke to was less than helpful and simply said she could not issue refunds for calls but offered no explanation as to why. This is exploitation and grossly unfair to customers with enquiries. On Sunday 27th March, I very politely asked the lady on the till and two customers if I could jump the queue with one bunch of flowers. I was going to miss my bus as I had been declined by the self service checkout; I had insufficient funds in my bank account and was not aware of this at the time. I cannot express how rude both the customers and staff were to me in return. One customer ignored me, while the other actually acknowledged me and then proceeded to ignore me. The lady on the till impolitely and sarcastically responded “you have to wait in the queue like everybody else”. Thankfully a kind and understanding lady allowed me to go in front of her and to this one lady I am most grateful. It seems that M&S just want to extract as much money as possible from people. I am a student who has very limited funds and struggles to manage on my income, but rest assured I will not shop here in the future!