Read our new manifesto

Start 2021 with fresh ideas
and practical tips on...

CUSTOMER EXPERIENCE

BRAND SAFETY

GAMING AND ENTERTAINMENT

SOCIAL MEDIA

CTV AND OTT

CUSTOMER RETENTION

DATA AND IDENTITY

PURPOSEFUL MARKETING

WATCH ON DEMAND FROM 25 Jan 2021
Banner BGBanner BG

Poundland bites back after Thameslink Twitter dig

Poundland has defended its customer service record (creative commons image)

Poundland threatened legal action against Thameslink after the rail firm compared its poor service to chocolate from the discount chain.

Responding to a passenger tweet, Thameslink said it appreciated its service was “less Ferrero Rocher and more Poundland cooking chocolate”, leading Poundland retail director Austin Cooke to spring into action.

Tweeting Charles Horton, chief executive of Thameslink’s parent firm Govia Thameslink Railway (GTR), Cooke stated Poundland served 8m shoppers last week and has a “pretty good idea about what great customer service is”.

Cooke added: “But if we ever fall short, perhaps we’ll describe ourselves as a bit Thameslink. If you don’t want to hear from our extremely twitchy legal team, we suggest you remove your tweet.”

Thameslink has since apologised for making the comment and deleted the tweet.

Join us, it's free.

Become a member to get access to:

  • Exclusive Content
  • Daily and specialised newsletters
  • Research and analysis