I had a puncture at home and called M&S RAC. Breakdown service at about 11.30am. Told they would be there within 2 hours. At 3.30pm, I rang again to chase. Told they would be there in 2 hours. Gave a ridiculous excuse that traffic was delayed because of an accident on M6 near Birmingham which is about 200 miles from where I live in rural Northumberland. Engineer finally arrived at about 9.00pm. I was not seriously inconvenienced as I was at home but dread to think what would have happened if I had wait nearly 10 hours at roadside. What really upsets me is the deliberate lies, misinformation and lack of communication. I shall never use M&S insurance again.
Reviewed on: 28th March 2023
