Shame on you M&S Executive Customer Service Team! I rang to complain about an incident of a trolley that bumped into me at the More London Bridge branch. Let me be clear, it wasn't the injury I called to complain about but the way the Store Manager and the employee handled it and their unprofessional behaviour towards me. The woman at the cash desk said, "What do want me to do, I've said sorry, do you want me to massage your leg". I was so upset at this remark, I was shaking. All I wanted was to bring the accident to their attention and leave my details, as is done anywhere in the world. To make matters worse, the female employee repeated the remark. I asked for the Manager, she told me 3x he wasn’t available, so I waited. He came (not wearing a mask) and was not interested in taking my details but said he would speak to the employee about her remark. He was brushing me off. I insisted he give me his details but he didn’t have a pen, so I gave him mine and even a post-it to write on. He squiggled his first name, nothing else. I asked for the phone number of the store management. I just couldn’t believe a Manager would behave like that and the next day I phoned M&S head office to report this shameful behaviour. Let's face it, it's quite hard to believe that an employee would actually make such a stupid remark to a customer and a Manager won’t take your details or provide his. I was told they would investigate the incident. I knew the staff would deny it due to their cowardly behaviour, I sent Customer Service photos of my injury. I sent them 3x requesting confirmation of receipt which they only did in their letter with the results of their investigation. All in all, I spent a lot of time contacting them via phone + email. They will have recordings of this yet claim it is not the case. I had a feeling they weren't listening and were only interested in guarding themselves against a compensation claim. Days later I received a shocking letter containing a total of 10 LIES stating that I was responsible for the injury, the female employee denied making the offensive remark, the manager claimed he had asked me if I needed the first aid box, had offered his details and tried to take mine. A pack of lies!! In essence, I am the liar and made it all up and it's my word against the word of 2 dishonest employees. It is surreal and distressing. Why on earth would I make up such a story? All I can think of, is that they feared a big fat lawsuit was coming and decided to not take ownership and cover up their failure to train staff properly. I have no words to express how disgusted I am with this appalling modus operandi of M&S Executive Customer Service. M&S used to be my favourite shop, for food, clothes, underwear, cosmetics and I was a loyal customer of this British Institution. I shall not shop with them again and now I really am considering legal action. Meanwhile, I am making sure that as many people as possible hear about this. Shame on you M&S !