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  • FIRST POST
    bcl999
    0 WOW
    Has Marks and Spencer refused you a refund? Post details here.
    • #1
    • 22nd Dec 07, 4:47 AM
    0 WOW
    Has Marks and Spencer refused you a refund? Post details here. 22nd Dec 07 at 4:47 AM
    M&S make a big thing about their returns policy but it seems thay are not always honouring it nowadays.

    I have heard of several instances recently where people have been refused refunds/credit vouchers specifically because they don't have the receipt or a "gift" receipt. This has been for items which have not been worn and are not excluded like food or toiletries for hygiene reasons. Apparently they say they are withdrawing the right to a refund in the individual case to get around Trading Standards complaints, although "statutory" rights remain.

    If this has happened to you (or happens with a Christmas gift return), please post details here, with a brief description of item, purchase price if known and the store where the return was refused. Please only post cases where they totally refuse a refund and they say the lack of a receipt is the reason for refusal.

    It's important to know whether this is becoming widespread. They need to either adhere to their advertised policy or alter the wording of that advertised policy.

    Maybe this could be made a "sticky" till we see if it is a real problem nationally or just a few cases?
    Last edited by bcl999; 22-12-2007 at 5:13 AM.
Page 6
  • neat
    Fao wolvesfan18.
    Why do you work at M & S if you hate the customers so much! What happened to CUSTOMER SERVICE, if your bosses knew who you were and you were saying you would be sacked!! M & S is a business that relies on customers!!! without them it wouldn't succeed, and if you are treating customers badly for what ever reason you should leave. M & S is a great store but it needs to keep its good image and that goes for the people it employs!
    Last edited by neat; 11-01-2009 at 12:20 AM. Reason: add text
    • jenniewb
    • By jenniewb 11th Jan 09, 12:23 AM
    • 11,313 Posts
    • 10,956 Thanks
    jenniewb
    Why do you work at M & S if you hate the customers so much! What happened to CUSTOMER SERVICE, if your bosses knew who you were and you were saying you would be sacked!! M & S is a business that relies on customers!!! without them it wouldn't succeed, and if you are treating customers badly for what ever reason you should leave. M & S is a great store but it needs to keep its good image and that goes for the people it employs!
    Originally posted by neat
    Personally? I now don't bother to read the posts by Wolves fan, after reading one of them about someone elses comments (think it was when the first 20% off day was happening and he called them a "liar" (turns out the 20% off day did happen, and on the day mentioned by the original poster)) I just think he? does it for attention, if we all just ignored him, maybe he will just go away, and bother some other site.

    I used to work for m&s, the worst job I had, the pay was better then most other places, but OMG it was SO DULL! I actually took a pay cut to move, so I can only imagine Wolves fan is so bored at his job that he gets his kicks (and attention) here, or he is stuck in a dead job as his mum hooked him up with his current one. Does make me wonder who will lose their jobs in the 1000+ cull of staff though...!
  • Flickering Ember
    I'm reliably told by a female friend who was in M&S yesterday, that the staff are warning purchasers of sale items/women's clothes that refunds will not be given.

    Which is seemingly causing some annoyance ... because the ladies now have to use the changing rooms instead of their usual "trying it on at home & taking it back if it doesn't fit."

    I can see why they're annoyed. It's bloody freezing outside, everyones wearing umpteen layers of clothes, getting undressed and dressed again in a teeny little cubicle is a major hassle. My friend was going to buy loads of stuff but came back empty handed. Their loss.
    Originally posted by zappster1966
    They told us there are no returns (exchanges even) on sale items in the Liverpool branch yesterday...
    Flickering Embers grow higher and higher...I need a break and I wanna be a paperback writer!
  • Flickering Ember
    I took a bra back a while ago and the snotty sales assistant smellt it and said it smelt worn. It did not as it did not fit and I had not worn it. People get annoyed when sales assistants treat the consumers with contempt. She gave me the refund but she was a right b****
    Originally posted by char_student
    Maybe they should be tagging the bras then as they are not tagged; you know the tags they use on the straps of camis and nighties? Put one on the bra strap to stop people returning it worn; not saying you did but it would help stop accusations?
    Flickering Embers grow higher and higher...I need a break and I wanna be a paperback writer!
  • andy65
    I do not find any problem of M&S returns policy.
    Hi, weve had to remove your signature. If youre not sure why please read the forum rules or email the forum team if youre still unsure - MSE ForumTeam
  • bubblegumcola
    They are only not letting you return the sale stock as it has gone down to final reduction prices, 1 quid for bras, etc. So unless you are absolutely sure it fits when it has been put to final reductions try it on before you buy it!!! Is it really that difficult to go into the changing room?? It was made very clear to everyone buying in the Hamilton store this week when I was in the queue - they told every customer final reductions were non-returnable. Debenhams also do this when their sale prices get very reduced, its not just M&S.

    During normal sales before the final reductions there is no problem taking stock back with a receipt for a full refund within the 90 days, without a receipt a credit note refund for the current selling price. They still have a very good refund policy, far better than most.
  • hollydays
    omg-there are some right nutters on this thread..customer dis-service..

    Marks' staff have gone right down the pan..
    ps-you are there to serve customers,not POLICE them.The majority of customers are honest,just because some are not, doesn't give you the right to treat every customer like a potential suspect.
    Power trip or what..
    For the record,cameras dont record sound....(gullible),surprised wolves fan hasn't pointed that out..
    Last edited by hollydays; 12-01-2009 at 11:08 AM.
    • pineapple123
    • By pineapple123 13th Jan 09, 10:20 AM
    • 691 Posts
    • 1,039 Thanks
    pineapple123
    Just wanted to say I buy alot of M&S clothing mostly on there great sales reductions and have found the majority of staff over the years most polite and helpful, they inform you that you can not return sale items and treat you no different just because you are getting a bargain, sure you get the odd frosty one but compared to other shops and especially my local Tesco CS they are really good.
    May I just add last week when I shopped I was disgusted by some of the customers 2 women having a full scale arguement for ages over a coat each pulling at it and a woman grabbing a dressing gown out of my hand and demanding that she saw it first, told her to have it if it was that important to her, so I can understand some staff getting miffed having to serve these idiots.
  • Flickering Ember
    Pineapple, that's why I avoid shops for the first few hours of the sales at least; I don't like the animalistic,playground scrumming these events can bring. It's so sad (in more ways than one). I like online shopping to get my hands on what I want without having my hands ripped off by some crazy bargain hunter!)
    Flickering Embers grow higher and higher...I need a break and I wanna be a paperback writer!
  • marga112
    Has anyone noticed that the refund policy has changed in marks and spencer now? They are suggesting to me that there are clear notices around the store, which have completely passed me by. I returned something last week and as its passed the date on the receipt, i cant have vouchers.


    "From Sunday 12 April, our refund policy changed to a 35 day time limit on returns. This means that any product can be returned, with some exceptions, within 35 days if it is in a resalable condition with a valid receipt. If the date on the receipt is over the 35 days, as you outlined, no refund can be given. This refund policy does not affect your statutory rights.
    Before agreeing this change, we researched our returns records and found that the vast majority of our customers already return items, with their receipts, within 28 days. Our new policy remains one of the best on the high street with a refund period of 35 days compared to the most of our competitors who offer 28 days. "
  • rammy007
    I returned something last week and as its passed the date on the receipt, i cant have vouchers.

    This apparently was the case but now all stores were sent info that people who had an out of date receipt were to be given a credit voucher at the last know price(change of policy which happened this week).
  • Molly41
    Hi,
    Im really shocked today by M &S customer services. I recently purchased a pair of per una velour PJs cost 35 pounds I had a pair two years ago and they are still going strong and are the most comfortable and warm clothes I possess. They was brilliantly, tumble dry in a few minutes so in my opinion well worth buying a second pair. The new pair were a disaster. I washed them the first time with a normal load of clothes only to find the whole load covered in fluff. I washed them a second time and tumble dried them according to instructions and they blocked up the vent and the filter. Im surprised the dryer did not set itself on fire!! Anyway I took said fluff off PJs and PJs back. They refused to give me a refund, inferring the fluff was off other clothes - even though it was the exact colour of the fabric. They said they had not been told of a fault and that velour fabric should not shed so much fluff - my point exactly they are faulty. Anyway they willsend them off for forensic examination - including fluff. If there is a problem then I can have my money back

    What do I do in the meantime - it takes 28 days. No replacement PJs for me. And their attitude - well I wont get back there in a hurry. Very disappointing. Sorry for the long post - rant over
    Molly
    • jenniewb
    • By jenniewb 24th Sep 09, 12:59 AM
    • 11,313 Posts
    • 10,956 Thanks
    jenniewb
    Hi,
    Im really shocked today by M &S customer services. I recently purchased a pair of per una velour PJs cost 35 pounds I had a pair two years ago and they are still going strong and are the most comfortable and warm clothes I possess. They was brilliantly, tumble dry in a few minutes so in my opinion well worth buying a second pair. The new pair were a disaster. I washed them the first time with a normal load of clothes only to find the whole load covered in fluff. I washed them a second time and tumble dried them according to instructions and they blocked up the vent and the filter. Im surprised the dryer did not set itself on fire!! Anyway I took said fluff off PJs and PJs back. They refused to give me a refund, inferring the fluff was off other clothes - even though it was the exact colour of the fabric. They said they had not been told of a fault and that velour fabric should not shed so much fluff - my point exactly they are faulty. Anyway they willsend them off for forensic examination - including fluff. If there is a problem then I can have my money back

    What do I do in the meantime - it takes 28 days. No replacement PJs for me. And their attitude - well I wont get back there in a hurry. Very disappointing. Sorry for the long post - rant over
    Molly
    Originally posted by Molly41
    Thats really bad customer service! They should have (if they didn't believe you) not said no for a refund- they should have offered to send them off first. I am not sure how far this rule spans but I used to work for a different high street store in the head office. If such a problem happened, like this or a dye-run where other clothes in a machine were ruined, the customer not only got their cash back, they also were compensated for what else was damaged in the machine- check your drier is in workable condition and any damaged clothes I would have thought should also be replaced.

    Think of it as 28 days to make sure your drier is working perfectly!
  • InaPickle
    You can if you have their express authority.

    There is a big difference using a strangers card and using your parents/ partners card, and with chip and pin who is to know?!
    Originally posted by dmg24
    The shop assistant. I work in a shop and granted, with chip and pin you don't always know as the person can be shoving the card in the machine before you have the chance to look, but sometimes you do see, and in a case like that I wouldn't allow a person to use that card: they could be anyone, and that card could be anyone's. If any query came up later about the transaction and it came to light that I had known, I could lose my job and it could be tantamount to fraud. I wouldn't take that risk.
    Please call me 'Pickle'
    No More Buying Books: read 11/25, Bought .
    No More Buying DVDs: 38/25; In: 7
    NMB Toiletries GA/TA: 66; In: 78 GRADUATED!
    ~Proud to be dealing with her debts 1198~

  • dmg24
    The shop assistant. I work in a shop and granted, with chip and pin you don't always know as the person can be shoving the card in the machine before you have the chance to look, but sometimes you do see, and in a case like that I wouldn't allow a person to use that card: they could be anyone, and that card could be anyone's. If any query came up later about the transaction and it came to light that I had known, I could lose my job and it could be tantamount to fraud. I wouldn't take that risk.
    Originally posted by InaPickle
    Why have you picked up on a post that is two years old? :confused:

    In answer to your rather belated response, you do not understand the legal position regarding refunds. Perhaps you could ask for further training on the issue, so as not to make this mistake in future?
  • InaPickle
    Why have you picked up on a post that is two years old? :confused:

    In answer to your rather belated response, you do not understand the legal position regarding refunds. Perhaps you could ask for further training on the issue, so as not to make this mistake in future?
    Originally posted by dmg24
    1) I was just looking in the 'new threads' section last night when this one came up. I thought it looked interesting so I took a peek. At that point I didn't realise this part of the post was so old, and only realised after I'd replied. I coudn't see that the thread was so long at that point. Honest mistake.

    2) With regard to refunds, I haven't made a mistake. I'm fully aware about when to issue a refund and when not. This paragraph makes no sense. I assuming that by your second paragraph you mean that I've made a mistake about issuing refunds on other people's cards in which case, to the best of my knowledge, the rules about who is using the card still stand: the person who owns the card should be present, otherwise the person issuing the refund should not give it (if they have proof they are allowed to use the card they should show it.), as it is leaving you wide open to criticism at best, potential accusations of fraud at worst. In short, it is harder for a shop assistant to tell you are using someone else's card when using chip and pin if you shove the card in the machine before they have a look and the machine doesn't ask you to swipe it (that sometimes happens), but if someone is using someone else's card and the shop assistant sees it, they are perfectly within their rights to refuse to accept payment via the card in order to protect the customer, the owner of the card and themself.
    Last edited by InaPickle; 30-12-2012 at 11:41 PM. Reason: Grammatical mistake: oops!
    Please call me 'Pickle'
    No More Buying Books: read 11/25, Bought .
    No More Buying DVDs: 38/25; In: 7
    NMB Toiletries GA/TA: 66; In: 78 GRADUATED!
    ~Proud to be dealing with her debts 1198~

  • suetrim
    M&S refunds
    M&S refused to give me a full refund today on a pack of two bras that I paid 20 for they offered me 9 which is the last price of these bras in their sale even though I had a receipt with the amount of 20 as the price that I had paid. Why can they do this
  • squoog
    M&S refused to give me a full refund today on a pack of two bras that I paid 20 for they offered me 9 which is the last price of these bras in their sale even though I had a receipt with the amount of 20 as the price that I had paid. Why can they do this
    Originally posted by suetrim
    Were you within the 35 days?
  • FAYSIEUK
    Marks and Spencer scam
    I got refused a refund for a jacket reduced from 69 to 35 pounds. When I returned it as it didn't fit my daughter (and incidentally had a small and rather insignificant pull in the fabric) they offered 17.00 the last known selling price of that line. When I complained to the Manager of Shoreham branch of M&S, he acknowledged that he knew I was right about the size 10's and 12's all being sold out prior to the price reduction and thus only available to customers at 35 but without the receipt, nothing he could do. I know they were all sold out because I tried on line to get a 12 as I thought the 10 might not fit, but they were all sold out of all sizes except 6. Presumably they sold the last few size 6's for 17.00 - their records will tell them should they wish to check! (Of course they do not wish to check).
    I suggest M&S reduce the last one of everything they sell to 1p. That way, when people try to return them after Christmas, they can save nearly a hundred per cent on returns, for people who cannot produce the receipt. WOT a WHEEZE!!!!!
    NOTE: the receipt is NOT the only proof of purchase but the Manager suggested to me that the receipt is the only proof of purchase they will accept. I think this is not legitimate and could be challenged in the courts. This dreadful shortcut by M&S is losing my custom I shall not be encouraging anyone I know to shop there now. It used to be a gold standard for Christmas presents. THIS IS DEFINITELY NO LONGER THE CASE.
  • jicms
    Marks & Spencer credit "voucher" expired
    I was forced to accept a 50 credit voucher for goods bought and returned to an M&S outlet store a long way from home. It was in the form of a faded receipt which I put to one side until such time I was somewhere near an outlet store.

    I've now discovered it was only valid for a year and recently expired. Customer Services didn't want to know and referred me to their terms and conditions. They also said it could have been used in any store which they later said was a misunderstanding and it did have to be spent in an outlet.

    I'm pretty upset as I've effectively made a donation to M&S. I was very surprised and disappointed at their attitide and have had much better customer service in less highly respected stores. It's not as if they were giving me anything for nothing. With hindsight if only I'd kept the item, at least I could have sold it on Ebay!

    Any views on whether I can challenge this and can retailers write anything they like into their terms and conditions?
    Last edited by jicms; 26-12-2011 at 11:54 PM.
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