I am a huge fan of Me&Em and have a lot of their clothes and have bought regally for my two daughters. My online account shows 19 orders and that doesn't reflect what I have bought in store. Sadly they have let me down BIG TIME recently over poor quality and despite engaging several times with customer services, they have taken a short-sighted approach over the issue and so I am taking the opportunity to expose that short sightedness. I bought a beautiful pink trouser suit for my daughter. Jacket and trousers. It was expensive - over £300. She wore it precisely three times and when putting it on for the fourth time, the zip unraveled. The zip teeth are plastic and spiralled away from the seam like a slinky. We wrote to Me&Em. We asked them to help us repair the zip. They offered us the option to return the trousers for a full refund or they would give us 15% of the value of the trousers (£17.25), which would not begin to cover the cost of replacing the zip by a good seamstress. We did not find this a satisfactory response as a) the trousers were out of stock so could not be replaced and we had the jacket and wanted a suit b) we had spent money altering the pockets (the zip was untouched by this alteration) so were keen to keep that pair and c) a much more eco approach was to mend the zip rather than to refund and throw it into landfill. We duly wrote back simply requesting that they paid for the zip to be repaired. We offered various options as to how we could get a quote and/or use a nominated Me&Em tailor. Me&Em customer services replied that they would increase their offer to 20% (£23) of the cost of the trousers. What is this? Some kind of sales negotiation? We just wanted Me&Em to pay for the zip repair which will be more than £23!!. They also offered 15% off our next order. A 15% off voucher is readily available to new customers so this is worthless and anyway, this wasn't about more sales. We asked again to simply have the zip repaired or the cost of the zip repair covered. It's not rocket science. The response came back: "If you are unhappy with this offer, please return the trousers for a full refund". We had already explained that returning the trousers for a full refund was not an option. We reluctantly accepted the 20% offer and awaited the 20% to be credited to my credit card which would part fund the zip repair. Instead, I received a credit note for £25 off my next order at Me&Em! When I wrote and checked, the response was the following: I can confirm that this £25 online store credit was sent to you for your faulty item, you are able to use this credit when you create your next order in the payment section. So, Me&Em: A good and loyal customer buys an item. It is faulty. It cannot be replaced. We want to fix it rather than return it for a refund You offer us £23 to fix it. We accept, knowing that we will be out of pocket after the repair. You give us a £25 store credit. Really?