I telephoned your Hedge End office to ask if they would put a coat by for me. The person I spoke to just refused!! I saw it yesterday in the store and went home to buy it on-line. When I went on-line I found that my size was no longer available. M and S used to be so good with great customer service. They used to ring round stores to try to locate a product. What a shame the customer service has deteriorated so much. I would have paid for the coat. It was just that I could not go into the store until Friday. You have lost my custom and I have lost my faith in you. I will shop elsewhere in future.