The retailer said it was "truly sorry" after the mother complained that her 14-year-old daughter had felt uncomfortable when they were approached by a trans shop assistant in the lingerie area of the shop, where they were hoping to have a bra fitting.
Although the staff member was polite, the mother said she felt it was "completely inappropriate" for her daughter to be approached by a "biological male" in that section.
In a complaint to M&S, she told the retailer: "Imagine her horror, then, when the person to approach us and ask if we needed help was a transgender 'woman', ie, a biological male.
"This is obviously the case: he is at least 6ft 2in tall... My daughter recoiled, so I politely declined the offer and we left immediately. She was visibly upset and said she felt 'freaked out'."
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