Earlier this week, The Telegraph reported a story that, in a rational world, would have been a non-event: a customer in a Marks & Spencer lingerie section was politely asked by an employee if they needed help.
The so-called “scandal” was that the mother believed the employee was trans — and decided this was somehow worth complaining about. The shop assistant did not offer to perform the bra fitting or even suggest they would be involved. They simply did the job they were paid to do: ask if they could help.
Yet M&S didn’t ignore the complaint. They apologised to the customer.
Why This Matters
By apologising, M&S has done two damaging things:
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Emboldened TERF activists to continue harassing employees and management in the hopes of further concessions.
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Legitimised the dangerous idea that merely seeing or speaking to a trans person is an offence worth apologising for.
It’s the corporate equivalent of telling bigots, “You’re right, your prejudice is valid.”
Bigotry Isn’t Customer Feedback
Let’s be clear: if you are offended because a trans person exists in your vicinity or speaks to you, you are a bigot. It’s not a “difference of opinion.” It’s prejudice — and it’s not new.
We don’t separate bank clerks for anti-vaxxers who don’t want to see vaccinated staff. We don’t remove queer people from public spaces to placate homophobes. So why do companies still bend over backwards to appease transphobia?
No More False Equivalence
Transphobia is not a “debate.” It’s not a legitimate concern to be managed. It is as irrational and baseless as racist conspiracy theories or misogynistic rants. Treating it as anything else only feeds the hostility.
If M&S — or any other brand — wants to call itself inclusive, it cannot simultaneously cater to TERF outrage. You can’t have it both ways. Either you condemn transphobia outright, or you admit your space is not truly LGBTQ+ friendly.
For more on fighting institutionalised transphobia and protecting LGBTQ+ spaces, visit Stonewall’s official resources and the Enola Global news section.
