Thameslink threatened with legal action after comparing poor service to Poundland chocolate

Poundland delivers a social media burn to the rail operator

Poundland store, Huddersfield (istock/Getty Images)

Rail operator Thameslink has been threatened with legal action by discount retailer Poundland after comparing its poor service to the brand’s chocolate on Twitter.

Poundland retail director Austin Cooke hit back with a missive on the merits of the brand, stating that the rail firm had “no right to use our name to describe poor service”.

The social media spat began when Twitter user Kevin complained about a number of cancellations and delays to Thameslink’s London services on Wednesday, tweeting: “Why, Ambassador @TLRailUK , with this fine service you are really spoiling us.”

In response, Thameslink tweeted: “Very sorry Kevin. Appreciate at the moment the service is less Ferrero Rocher and more Poundland cooking chocolate.”

Nearly 500 Govia Thameslink Railway trains were either cancelled or ran late on Wednesday following the introduction of major timetable changes.

Cooke responded to the tweet: “Aside from the breach of our trademark, we think you’re taking the chocolate biscuit.”

Adding insult to injury, Cooke continued: “We served 8 million shoppers last week and didn’t have to close any stores due to leaves on the roof, the wrong kind of rain, or a shortage of managers.

“We think we have a pretty good idea about what great customer service is compared to to most rail companies. But if we ever fall short, perhaps we’ll describe ourselves as a bit ThamesLink.”

Cooke went on to “suggest” that Thameslink remove its tweet “if you don’t want to hear from our extremely twitchy legal team”.

His scathing response prompted Thameslink to apologise and remove the offending tweet. A spokesperson later said: “This was meant to be light hearted, not cause offence.”

Govia Thameslink Railway (GTR), Thameslink’s parent company, had a major timetable overhaul on its Great Northern, Southern, Thameslink and Gatwick Express routes earlier this month.

This isn’t the first time Poundland has courted controversy on social media. In December last year, the company ran a series of risqué Christmas photographs involving elves, naked Barbie dolls and some questionable double entendres. Following criticism of the images, the brand’s marketing director, Mark Pym, said: “If you think this is edgy, you should see the ones we didn’t post.”