GREAT 'WHAT SHOPS DON'T WANT US TO KNOW" HUNT

mrs_lds · 27 January 2006 at 3:34PM

anfieldred wrote:

Ive only registered to reply to this one post. I worked at M&S for three years, and only recently left. Do not call the store, this well get you no where, you get put through to the information desk at the centre of the store. Go into the store where you bought this item, ask to speak to a manager. Explain that you bought 2 suits, and you chose M&S over other stores because they are meant to be known for outstanding quality. Explain the inconvenience of having to go back to the store (mention petrol expenses, my managers were known to give money back for this). Mention the tag, say the suit had to be worn with the tag on.

I felt i had to reply to this, seeing that you got nothing back when you called, seeing as when i worked there, any customer who complained , if it was food they got money back and a replacement product, if it was textile items (clothing etc) refunds, gift vouchers, flowers etc were given.

Please do not just go in and get the tag taken off, make a point of speaking to a manager off the menswear department about the suit. In M&S, there are signs everywhere in staff areas saying things like "the customer is always right", "focus on the customer" etc. Make sure you let them know you have paid alot of money for something that you are not happy with.

Hope you get something out of them!
(by the way i dont have a personal grudge against M&S, just know how they work!)

I went in as you said ,spoke to the manager of the departmentand only got an apology even though I was polite and I mentioned the inconvenience. I also wrote to head ofice and only got a standard letter of apology. So much for customer service at M&S

anfieldred · 27 January 2006 at 3:40PM

When i was there, people complained about petty things and got money back/gift vouchers. Write back to head office saying you are not happy with the way you've been treated, getting a standard apology etc. I thought they would have give you something, they used to give stuff away like it was going out of fashion

pseudopensioner · 28 January 2006 at 1:29PM

Good customer services, ASDA and Dirt Devil.

Bought two bottles of wine at ASDA,placed them on passenger seat ( brand new car )... Red wine exploded less than 1 minute into journey, drove straight round carpark and explained to customer services.
Result, complete new seat paid for by ASDA, no problems.

Dirt Devil vacuum cleaner 13 months old, stopped working, rang Dirt Devil who found local dealer and arranged for free repair and would have replaced if repair not possible.

Always happy to promote good customer services.

stpandp · 29 January 2006 at 5:42PM

justjenny wrote:

I worked for one of the leading 4 banks and if a customer said the cheque was lost in the post it was free. Also if you need replacement bank statements the same applies rather than the duplicate charge of £5 a sheet.

The other thing I've discovered with banks is that when making a complaint, they will give you (e.g.) £10 compensation, but only if you ask for it. I know this sounds obvious, but they will not offer compensation without you asking!

cheepskate_2 · 29 January 2006 at 9:29PM

as for the banks offering compo, if you ask for it ,,, so does the inalnd revenue, or more precise tax credits..... if you have probs with account and say do not get credits into account for while/ probs with account not paying out etc, also same with tel chanrges / overdrawn charges, hassle etc (not too sure criteria)) then you can write letter of compalint in stating whatever and they may make a compo.May not be as relevant now seeing as they have sorted a lot of the probs out now, but accounts are still having probs

cheepskate_2 · 29 January 2006 at 9:35PM

oppps also meant to say..... We a few years ago purchased a huge projection telly ( hubby thought they would be fantastic) anyway within the 12 months it broke, anyway off it went to be repaired, at 28 days it had not been returned (still waiting for part) we called think it was citizens advice? and they stated we could get new product if item not returned within this 28 days . Anyway suppose it must have been right cos got a new product, after a bit of persuading the assistant.dont know if anyone can shed a bit of light on this to as wether it is correct??

superhoop · 29 January 2006 at 11:25PM

cheepskate wrote:

Anyway suppose it must have been right cos got a new product, after a bit of persuading the assistant.dont know if anyone can shed a bit of light on this to as wether it is correct??

The Sale of Goods Act provides good news and bad news. It's detailed in my post much earlier in this thread, but basically you could expect some remedy for up to SIX years after the original purchase.

The bad news is that you are only entitled to a full refund for 30 days after purchases.

Many high street retailers will give you a refund after 30 days but are not obliged to do you. They may offer you a repair or a replacement product in exchange.

Steve

Patr100 · 29 January 2006 at 11:41PM

superhoop wrote:

The bad news is that you are only entitled to a full refund for 30 days after purchases.

Steve

Not quite correct, the DTI (ie the SOG Act ) says a claim for a full refund - must be within a "reasonable" time but doesn't specify 30 days or any other set period . In practice you are probably likely to get a much shorter time to "reject" the goods.

-

liuhut · 1 February 2006 at 10:52PM

xxdiddiexx wrote:

I am so angry and frustrated with these imbeciles. The last time I returned some goods to them, the Post Office lost over £250 worth of items. I kept calling NEXT to ask why it hadn't been credited to my account and they said that I had to wait at least 8 weeks before they can begin an investigation. In the end it took over 3 months for them to credit my account. So now to avoid any problems like that I take all returns to the store.

Now it seems that I have to ask for all my orders to be delivered to a store too seeing as they don't give a monkeys what happens to the goods once they have left their "warehouse".. I am so mad, I just want to take some kind of vengeance on them. And don’t even get me started on their non-existent NEXT DAY DELIVERY service! They really should be done under Trade Descriptions act for that one! If I was to make 10 separate orders, 8 of those would not be delivered the next day.

Does anyone have a name and address of someone inside who will actually do something? Can I report them to trading standards? Anything? I cannot rest until something is done …

I used to work for Next Directory and wanted to help you (and by the way I am not an Imbecile)
They have a Customer relations department who deal with complaints, you could either call on the enquiry number and ask to speak to them or put a letter in the post addressed to the customer relations department. The Address is Next Directory, Desford Road, Enderby, Leicester but not sure of the Post code.

Good Luck!!

superhoop · 2 February 2006 at 10:35AM

Patr100 wrote:

Not quite correct, the DTI (ie the SOG Act ) says a claim for a full refund - must be within a "reasonable" time but doesn't specify 30 days or any other set period . In practice you are probably likely to get a much shorter time to "reject" the goods.

Patr100:

You are quite right to correct me - 30 days isn't stated anywhere.

The point is that if soon after purchase you find the goods are faulty or not fit for purpose, you do not have 'long' to reject them to be entited to a full refund. This is an indeterminate time, but you can't say hold onto the goods for six months and then say they were faulty when you bought them.

Things are different if the product develops a fault into its life - at this point the retailer can rightly offer to part refund, repair or replace up to six years on (5 years ib Scotland) as is reasonable)

There is an excellent document and flowchart available from:

https://www.dti.gov.uk/ccp/topics1/guide/sogconsumerguide.pdf

Steve

GREAT 'WHAT SHOPS DON'T WANT US TO KNOW" HUNT

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