Two of my grandchildren wanted tiger onesies for Christmas from M&S. They were on offer at 2 for £25. We live in a remote area of Wales so large stores are a long way off and I tried to order online. They had size 5/6 online but 3/4 was out of stock. So I tied in a visit to family with a diversion to the M&S store in Stoke-on-Trent where they had 3/4 but no 5/6 but I did manage to pay for two under the special offer with the larger size being posted to my address from the online dept. So far, everything was fine and the parcel arrived days before it was due. On Boxing Day the family came to visit and opened their parcels. The smaller size had a detachable tiger tail as advertised but the larger one didn't. Today, I have tried to resolve this with customer services and to get a tail sent so that both children are happy with their present. I am told that they cannot send me a tail, only a replacement 5/6 onesy and at present they are out of stock. I asked for them to reconsider and the girl who was very polite went and checked and said she is not allowed to send out part items. I pointed out that she had done so already as we had only received part of the order. The upshot is she has given me a refund for the item which I did not seek and I am going to have to find some tiger fabric and make Alf a tail for his onesy. There was a time when a company would relax rules to ensure a child was happy with their Christmas present especially when it is their error. They could have taken a tail from a different sized costume to put this right immediately. I take a dim view of the M&S response.