Initial review 23/12/22 had a Christmas turkey booked for collection tonight. we have to take my mother in law to A and E. so contacted the brentwood store to ask can they hold it till tomorrow. but told no. they can't hold it and we can't have a refund. is the no hold a company/ store or floor policy? for a company that used to pride itself on the customer experience this is absolutely abysmal. Update. 24/12/22 Spoke to different departments of marks and Spencer today and issue has been resolved. Head office has apologised for yesterday's treatment and are looking into the phone calls to see if there has been an issue with the staff that may need retraining. Had two calls from the store itself. A call from Dylan was very helpful. His job is to call all non collections to find if there is an issue that needs resolving on non collections and he said that if they knew about an issue they are more than happy to hold over an order and it is available if we can come and collect ,we are heading back to the hospital so not possible, but the offer was nice. We then had a call from the duty manager who has offered to drop it off on her way home as she lives is this direction. Which was a very kind offer. Overall a brilliant recovery by the staff at the branch to offset the ignorance of somebody at the end of a phone who couldn't be bothered. Many thanks to staff at Brentwood m&s