Dinner is served ...finally

Helen Veitch is looking forward to having friends round for a meal after finally receiving a new dining set from Marks and Spencer.

Helen paid £99 via a combination of gift card and cash at the M&S store in central Edinburgh in April.

The order was due to arrive at her house in Galashiels the following week but there was a mix-up and she never received it.

Helen is profoundly deaf.

She prefers to communicate by email or text and she subsequently found it difficult to re-order.

She wanted another dining set dispatched but instead was offered a refund.

“I didn’t want my money back, I just wanted the dinner set because I really like it,” said Helen.

Helen said she became further frustrated when she received messages from store representatives asking her to contact them by phone.

She was advised that she would have to cancel her order, then re-order the goods and pay again.

Because of her disability she found this process confusing, so she wrote to Raw Deal for help.

“It is frustrating for deaf people when we receive messages from companies saying we need to telephone them,” she said.

We contacted M&S on her behalf.

The retail giant quickly acted and Helen has now received her dinner set.

A spokesperson for M&S said: “Customer service was able to get in contact with the customer and resolve the issue.”

Helen said she was grateful to Raw Deal for stepping in.

“Thank you so much for helping to sort this for me,” she said.