A visit to Marks & Spencer took an upsetting turn for one mother and her 14-year-old daughter—and now, the retailer is facing serious criticism over how it handled the situation.
An Unexpected Encounter in the Bra Aisle
The incident happened when a transgender employee, described by the mother as a “biological male,” approached the teenager in the lingerie section of the store and offered help.
The young girl, who was reportedly hoping for a bra fitting, was left distressed by the interaction.
The mother, choosing to stay anonymous, said her daughter was visibly shaken.
“He’s at least 6’2″ tall,” she wrote in a complaint to M&S. “My daughter recoiled—I declined the offer politely, and we left right away. She felt completely freaked out.”
A Mother’s Complaint and M&S’s Apology
Following the incident, the concerned mother contacted M&S, calling the interaction “completely inappropriate.”
In response, the retail chain sent a formal apology, expressing regret over the distress the teenager experienced.
“We are truly sorry and deeply regret the distress your daughter felt during her visit,” the store wrote in an email.
They added that they take customer concerns seriously and offered to arrange for a female staff member to assist them during future visits.
M&S Responds, But Questions Remain
A spokesperson for M&S issued a public statement emphasizing the store’s commitment to inclusivity.
“We want our stores to be inclusive and welcoming for everyone—both staff and customers.
Our team members typically work across all departments, and customers can always ask to be helped by someone they feel comfortable with.”
However, it’s understood that the employee in question does not actually perform bra fittings, but works more broadly within the clothing department.
Mother Still Unsatisfied With Company’s Position
Despite the apology, the mother said she still wasn’t reassured.
She felt that M&S had failed to give her confidence that the same type of interaction wouldn’t happen again.
According to her, the company had acknowledged that the staff member involved is not female, but she still wants a firmer policy in place—specifically one that ensures transgender employees do not approach girls or young women in sensitive sections like lingerie.
Broader Legal and Social Context
The timing of this situation is particularly sensitive.
It occurred just weeks before the UK’s Supreme Court ruled that trans women can legally be excluded from female-only spaces.
That decision clarified that, under equality laws, legal protections tied to sex refer to biological sex, not gender identity.
Human Rights Group Speaks Out
Fiona McAnena, who works with the charity Sex Matters, shared her concern about the incident in comments to The Telegraph.
“M&S needs to reconsider its priorities,” she said.
“This is about basic decency—no man should be allowed to linger in the women’s underwear section. Businesses can’t put the feelings of men who identify as women ahead of the safety and comfort of their customers.”
A Debate That Isn’t Going Away
This situation with M&S has stirred up yet another round of debate about where the line should be drawn between inclusion and customer comfort.
As more companies navigate the complexities of gender identity in public-facing roles, many are finding themselves under pressure to create clearer boundaries and policies.
Now, all eyes are on how M&S—and other major retailers—respond to growing calls for change.