Stella Lucente

Therapist | Wellness Coach | Former civil servant & communication specialist. Stepped off the treadmill & into life. #peoplebeforeprofits

[Stella Lucente @StellaLucente]

@peter_faulding Something very wrong with this case. Police not saying she was vulnerable & concerned for her welfare from outset shows negligence. Does being depressed mean a person doesn’t deserve being PROPERLY searched for? Whole fields & area not just the river. Too many assumptions made

[Stella Lucente @StellaLucente]

@HMRCcustomers Future pensions Centre number cuts off. National insurance hotline has an extremely long auto info message that’s not relevant to my query. basically can’t see anywhere in my online account to tell me that I’m still registered to pay voluntary contributions or how I can register

[Stella Lucente @StellaLucente]

@HMRCcustomers please advise how to actually talk to a person by phone who can discuss national insurance voluntary contributions. All phone lines currently going dead & no option for online messaging. What kind of service is this? How can I pay if you aren’t contactable?

[Stella Lucente @StellaLucente]

@marksandspencer We’ve sorted it by email customer services who sent a refund this morning & simply asked if mum could drop the items at the store in Reading

[Stella Lucente @StellaLucente]

@marksandspencer my 78 yr old mum has twice gone to your Reading store to return an online order with collection email containing return bar code & not been helped. They say she needs my credit card to make the return. Not correct according to your online team #ConsumerRights

[Stella Lucente @StellaLucente]

@marksandspencer We just won’t order online with M&S again after this. Other retailers provide much better, clearer & simpler service & don’t need to take so long to explain themselves & their processes

[Stella Lucente @StellaLucente]

@marksandspencer That didn’t stop them from giving her the goods without asking for the order reference number or any ID. You’ve made your point enough that you expect customers to read in detail several pages of your exceedingly long returns policy before attempting a return. It could be simpler

[Stella Lucente @StellaLucente]

@marksandspencer Then why don’t the staff in clothing explain that to customers instead of sending them away without help?! That was my point in the beginning. The staff were so unhelpful which is not what I expect from M&S. There’s no accountability in these replies

[Stella Lucente @StellaLucente]

@marksandspencer This meant I couldn’t generate the return form to use Royal Mail etc. Online team couldn’t do it either as system was broken. The Reading store has both clothing & food hall so I still think the returns process is complicated & convoluted for some customers. And off putting

[Stella Lucente @StellaLucente]

@marksandspencer Url feedbk: Got stuck at ‘my account’ part of process as checked out as guest. Created account specifically to get info on how to do return. Account wouldn’t find order number connected with same email address. Called online team. They said no card should be needed in store 🤷‍♀️ ⭕️

[Stella Lucente @StellaLucente]

@marksandspencer Now I know I realise there’s no point ordering gifts online from m&s as I live abroad & it’s too much hassle & complication for friends & relatives to return them if not right. Many other retailers make it much simpler

[Stella Lucente @StellaLucente]

@marksandspencer Doesn’t address the fact that it’s not stated clearly in the returns process on your website which is what has caused all the hassle for us & triggered the calls, emails & tweets to m&s to get an answer. The company could at least acknowledge that this needs to be made clearer

[Stella Lucente @StellaLucente]

@marksandspencer No she doesn’t have my card. I’m abroad. M&S is the only retailer I know that accepts store returns for online purchases & requires original payment card for refund. This should be stated clearly on the website. Online team also didn’t know that returns can’t be done w/o card

[Stella Lucente @StellaLucente]

@marksandspencer that I’ve had to use twitter to try to get someone to help us is absurd. Your web chat doesn’t work, nobody answers emails & your online team tried but can’t fix the problem of poorly trained staff not following procedures. ‘My account’ function also doesn’t work

[Stella Lucente @StellaLucente]

@marksandspencer please explain why your checkout staff in a Reading have not been properly trained on how to handle online returns as per the process on your website. & also why they refuse to provide real assistance to elderly customers #ConsumerRights

[Peter Stefanovic @PeterStefanovi2]

Now on a staggering 39 MILLION VIEWS! Despite an almost complete media blackout from UK News Channels the public have sent a powerful message. If it’s ruffling this many feathers now just imagine when it hits 50 million. Let’s keep going!

[Stella Lucente @StellaLucente]

@MPIainDS @CapX All politicians need to stop crying ‘fake news’ every time anyone tries to hold them accountable. Part of holding office IS to be held accountable. You all seem to have forgotten that under the leadership of Boris. We will not fall for these woefully inept diversion tactics

[Stella Lucente @StellaLucente]

It’s clear from media stories & eye witness accounts in #Kabul that the US not only turned its back on #Afghanistan but also on its allies. US forces aren’t working collaboratively with allies on evacuation. & nobody seems willing to hold the US to account https://t.co/D9Nhh1qNBs

[Stylish Psychopomp @CirceWillow]

@RichardEngel Meanwhile the men: