Complaint: Memories & Yoghurts

Dear M&S

I remember when I was a child, hating every single minute of being dragged around Marks & Spencer in Hull.  All I wanted to do was go out and play football, and perhaps set fire to the odd rubbish bin if I could steal some matches.

But no, almost every Saturday, my mother and father decided that they would torture me by spending elongated periods in this infernal hell.  The only positive experience I ever had in there was when I found a penny on the floor.

As soon as I was old enough to buy my own fire-lighting equipment, I resolved that I would never step foot in Marks & Spencer ever again.  Oh how I laughed every time there were reports in the news about low sales.

Roll on 30 years, and I have somehow found that I quite like your food.  Very much like it, in fact.  Sadly, I am on a fairly low wage, so it is a rare treat for me to go into Marks & Spencer.

Recently I went in and purchased a pack of 4 M&S yoghurts, I forget exactly which but they were along the lines of blackcurrant, perhaps rhubarb, and two other flavours.  Around £1.85 maybe.

I went back to work and tried to break one off.  And tried, and tried.  And tried some more.  I simply could not get the separate the individual yoghurt pots.

What did however occur, was that all 4 yoghurt lids came off.  Helpful if you want 4 yoghurts or perhaps have 3 very attractive young ladies that you are going to lay on the floor with and spoon yoghurt into each other’s mouths.

Sadly I was at work.  I did not want 4 yoghurts.  And I was going to the pub after, on the tube – open yoghurt pots were not going to be useful travel companions.

I was so disamused that I didn’t even bother to eat one yoghurt.

James ‘Yoghurt-less’ Winfield


Hi James

Thank you for taking the time to contact us about the yoghurts you bought recently.

Like you, I have many memories of being dragged around my local M&S by my mum on a bleak Saturday morning. I can’t say I had the same desire to get hold of some matches to set fire to a rubbish bin, but each to their own!

However, again, like you, I too have developed a kind of love affair with M&S food and I love treating myself every now an again. So I can only imagine how gutting it must’ve been for all the lids to peel off the yoghurts. I also agree, opened yoghurt is not an appropriate pub snack!

The standard of our food and the packaging it comes in means a lot to us, and we put a lot of time and effort into making sure it’s perfect.

The information you’ve given us about what was wrong has been very useful. I’ve reported this to my colleagues who work in our Food team, and they’ll be keeping a close eye on this range to make sure it doesn’t happen again.

I’d like to send you a gift card to cover the cost of the yoghurts so you can treat yourself to something else from our store. So I can do this, can you send us your address please?

We look forward to hearing from you soon, James.

Kind regards

Retail Customer Services
Your M&S Customer Service


Dear Miss xxxx

I am touched to hear that I am not the only child to have suffered at the hands of weekly parental shopping decisions. Perhaps this could be the start of a beautiful friendship?

My address is below – I look forward to having 4 yoghurts for dinner shortly.

Have a nice day, new friend,


Dear James,

Thanks for getting back to us with your address, I’m sorry to have come between you and xxxx!

I’ve popped a £2 gift card in the post for you, to cover the cost of the yoghurts. This will be on your doorstep within 3-5 working days and can be used in any of our UK stores or online at

I hope you enjoy your yoghurts, with or without attractive young women present.
Kind regards

Retail Customer Services
Your M&S Customer Service

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