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In response, M&S issued a written statement emphasizing their commitment to creating an "inclusive and welcoming" environment for both their staff and customers. They explained that their employees are cross-trained across various departments and that customers could request to be served by colleagues they feel most comfortable with.
However, critics argue that this explanation sidesteps the core issue. The complaint was about a specific employee—who approached the young girl uninvited—failing to respect boundaries, raising questions about the appropriateness of such interactions, particularly with minors. The absence of any direct apology or acknowledgment that the incident was inappropriate suggests a troubling prioritization of corporate image over customer safety and comfort.