No refunds from Marks and Spencer
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SMOGGY
Posts: 9 Forumite
My wife bought me a pair of brown slip-on shoes from Marks and Spencers online as a Christmas present. The shoes did not fit well and when I tried them on they creased badly across the instep.
I phoned Marks and Spencers customer services in Chester about a refund. I was told by the girl who answered the call that because my wife had removed the sticky price label fixed to the sole of the shoes they would not change or refund the money for them because the labels were now missing. I told the girl that the the shoes were a present and that you would not leave the price tag on a present but she said That she could not do anything for me. I asked to speak to a manager.
I phoned the manager the next day and spoke to someone called Neil.
He also informed me that again there was nothing they could do for me because of the missing sticky labels. I pointed out that the creasing of the shoe was an inherent fault, therefore not fit for purpose and that I should be refunded under the sale of goods act. He ignore this remark and then said as I had worn the shoes he could not take them back but I told him that the shoes were not worn but I only tried them on. He then said if a shirt had its tag missing then he would not refund the cost of the shirt. What this has to do with my shoes I haven't a clue.
He also said his own slip ons also creased and that was normal for these shoes???? Try on some Loake shoes and you will find that this is not so, he must buy Marks and Spencer's slip ons. He also said that information regarding the removal of the label was in the huge list of terms and conditions of sale. Does anybody read the terms and conditions before you buy and after you buy anything. He kept making these silly excuses and remarks and it was obvious I was not going to get a refund no matter what. I now have a new £55 pair of shoes I cannot wear and there is nothing I can do about it.
Marks and Spenser is a billion pound company without an ounce of goodwill or care for it's customers. It's reputation is now tarnished for me, after being a customer for over fifty years. I will never set foot in their stores ever again.
I phoned Marks and Spencers customer services in Chester about a refund. I was told by the girl who answered the call that because my wife had removed the sticky price label fixed to the sole of the shoes they would not change or refund the money for them because the labels were now missing. I told the girl that the the shoes were a present and that you would not leave the price tag on a present but she said That she could not do anything for me. I asked to speak to a manager.
I phoned the manager the next day and spoke to someone called Neil.
He also informed me that again there was nothing they could do for me because of the missing sticky labels. I pointed out that the creasing of the shoe was an inherent fault, therefore not fit for purpose and that I should be refunded under the sale of goods act. He ignore this remark and then said as I had worn the shoes he could not take them back but I told him that the shoes were not worn but I only tried them on. He then said if a shirt had its tag missing then he would not refund the cost of the shirt. What this has to do with my shoes I haven't a clue.
He also said his own slip ons also creased and that was normal for these shoes???? Try on some Loake shoes and you will find that this is not so, he must buy Marks and Spencer's slip ons. He also said that information regarding the removal of the label was in the huge list of terms and conditions of sale. Does anybody read the terms and conditions before you buy and after you buy anything. He kept making these silly excuses and remarks and it was obvious I was not going to get a refund no matter what. I now have a new £55 pair of shoes I cannot wear and there is nothing I can do about it.
Marks and Spenser is a billion pound company without an ounce of goodwill or care for it's customers. It's reputation is now tarnished for me, after being a customer for over fifty years. I will never set foot in their stores ever again.
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Comments
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Your wife bought the wrong size ? She took the labels off?
M&S would do a goodwill refund (they don't have to) but the stickers are missing and you think it's M& S being awkward?
They did use to be a pushover on returns but they have tightened up a lot because they were losing too much money.0 -
Why would creases in shoes make them unfit for purpose ? All my shoes have creases.
M & S sticky labels on shoes are in 2 parts, the price can be removed separately from the rest of the label. I never remove any labels until i'm sure things fit/i like them.
You are on Moneysavingexpert, did you mean another forum ? I haven't seen hundreds of complaints about M & S.0 -
With all due respect if your wife is buying you shoes (gift or otherwise) the SENSIBLE thing would be to try them on BEFORE removing the label.
And comparing Loake shoes with M&S is hardly like-for-like.Don't put it DOWN; put it AWAY"I would like more sisters, that the taking out of one, might not leave such stillness" Emily Dickinson
Janice 1964-2016
Thank you Honey Bear0 -
Take them back instore and show them what you mean. Don't mention the phonecalls.
And be nice - they are more likely to be nice back."One day I realised that when you are lying in your grave, it's no good saying, "I was too shy, too frightened."
Because by then you've blown your chances. That's it."0 -
Why would creases in shoes make them unfit for purpose ? All my shoes have creases.
M & S sticky labels on shoes are in 2 parts, the price can be removed separately from the rest of the label. I never remove any labels until i'm sure things fit/i like them.
You are on Moneysavingexpert, did you mean another forum ? I haven't seen hundreds of complaints about M & S.
The creases were due to the instep being very tight which caused the deep crease across the front of each shoe spoiling the look of the shoe.The price tag did not separate from the label.0 -
So they creased because they were too small not because they were faulty.
I'd try selling them on eBay if I were you to cut your losses. Even if you only get £40 its better than a pair of shoes never worn!Hi. I'm a Board Guide on the Gaming, Consumer Rights, Ebay and Praise/Vent boards. I volunteer to help get your forum questions answered and keep the forum running smoothly. Board guides are not moderators and don't read every post. If you spot an abusive or illegal post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with abuse). Any views are mine and not the official line of MoneySavingExpert.com0 -
If you have a receipt why not try going instore and just saying it was a christmas present and would like to refund/exchange, rather than calling and asking about it.0
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I got given an M&S jumper for Christmas which for some unknown reason the bearer had taken the label off, however they posted me the reciept and I took back to M&S half expecting them to tell me to do one, however they gave credit note with no questions asked. Can't ask better than that from CS.
OP try taking the shoes back to refunds/exchange counter with reciept and see what they say.0 -
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pulliptears wrote: »I'm reasonably sure that would get you escorted from the store and banned if not arrested.
Only if they saw what you were doing.
Not that getting away with it would make it right.There are two types of people in the world: Those that can extrapolate information.0
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