Purchased a £25 pendant specifically to go with a top bought at the same time from M&S. Pendant arrived tangled into a knot. When I inspected it there was a substantial part missing. I emailed which wasn't responded to and as I needed it to go along with top as I was being treated for a much needed meal out by a friend, I decided to call customer services instead.

Despite already providing photos in my email I was asked to do it again which I did. The person I spoke to was polite throughout and sought advice from the manager several times during our conversation. After explaining my situation that I've just had a knee replacement, am in great pain, train station is half an hour walk away plus I would have to pay the train fare all they would offer was for me to keep broken pendant and they would give me a discount off my next purchase. Completely unfeeling of my plight and unacceptable. I wanted my money refunded fully and to not have to return it but apparently this was impossible.

I asked to speak to the Manager who was rude throughout accusing me of not letting her talk. I kept quiet for a couple of minutes waiting for her to say something then she piped in again in a rude manner 'can I talk now'. She then transferred me to another department.

The next lady I spoke to informed me if I went online I could arrange for M&S to collect the item. Perfect I thought. Went online and there was no option to do this so called them back.

They offered to refund me straight away 'and next time I was in town could drop it off'. I wanted clarification on how long I had as imagine in my current state that may be many months away she went off to speak with Manager again. Eventually they agreed to send Parcel Force out to collect it.

Altogether I spent an hour on the phone to them. They were not interested or understanding of my situation and I got the impression they thought I was just trying to get a 'freebie'. Yes I'm that desperate I want to keep a broken pendant.

I advise to think very carefully and choose wisely before you make an order as I was shocked at how poorly I was treated. I've been treated with more understanding and professionalism by less regarded stores. Obviously M&S couldn't care less.