Very upset with Marks & Spencer....

gail5863

My sister in law bought me a pair of pyjamas for xmas for £19.50. They were too small tho and so I took them back to change them. I was told they had been reduced to £12 and they could only give me credit voucher for £12 unless I got the receipt. I contacted my sister in law and she gave me the gift receipt which showed £19.50, but then I put this in my purse and have since been on holiday and when I took the pj's back today, I couldn't find the gift receipt in my purse. They offered me £5.00 in vouchers as the pj's had been reduced again. I am very upset that it is very clear that there were no other labels attached or stuck onto the existing label which shows £19.50 they are unworn, obviously brand new, and they would not even entertain changing them for a larger size. I asked to speak to the Manager of the Kidderminster branch, who was equally unhelpful as the desk staff there. I am now left with a useless product that cost £19.50 that I can't wear. Don't they have some 'discretion' these days, in clearly genuine cases or should I just find a fault with these pj's ? It's a case of principle here, why should we pay £19.50 for a product then be bullied into accepting £5 when it is a genuine case. I have always supported M&S, but I now feel I don't want to shop in there ever again. I asked if I could change them for a larger size / answer NO! I asked if I could bring in bank statement from my sister in law showing M&S purchase for £19.50 - answer NO! I almost left the PJ's there on the desk and walked out. VERY VERY FED UP WITH M&S NOW. I realise people do con them, but what about the genuine people like me who are now losing out. Any suggestions/thoughts or any M&S senior people out there wish to comment? I feel very let down by this shop - they wonder why they are losing customers, maybe this is the kind of policy that is the reason. I buy things from Tesco and whenever I've needed to take anything back - no problem, with or without the receipt. M&S attitude is disgusting.

lillylei

in all shops i have worked in unless you can so the amount you originally brought it for you will only be refunded at the current selling price as i think it states in their returns policy.

i can understand how annoying it is especially as you know it was paid for full price but the shop doesnt know this, you could have got them at 5 pounds and taken of fthe sale tags, this is why they need POP

davethorp

Wont they swap them for the same item in a size that fits?

Surfing_spaniel

They won't be able to swap them for the same item if they're in the sale, there won't be any more.

firespire

gail5863 wrote: »

I asked if I could change them for a larger size / answer NO!

If the larger size of the same PJ was available wouldn't it be £5 too just ask to exchange your pair which they value at £5 with the larger size at £5, done deal.

You can't really expect them to want to hand out £19.50 out of the till for a pair that now sell on for £5. Their don't have to accept anything back but their policy is if you keep the receipt they promise to give you back what you paid within 60 days, without one you loose that promise. You were responsible for they loss not them. You will just have to keep looking for the receipt or think of them as a gift to give someone smaller than you next Christmas.

2boysmum

If you were to "find a fault" with them you would still be offered the £5. I can understand why you are upset as the price has changed and it is a big difference, however you are responsible for proving how much you paid for them, it's not really the stores fault that you lost the receipt, as for the bank statement, the reason they won't accept this is because, yes it may say that your sister purchased something frm M&S at £19.50 but it won't specify the item

sandysaves

Great first post! You sign up to have a go at M&S because you have mislaid a receipt when at the end of the day you know they are right.:rolleyes:

lilac_lady

If they had the pyjamas in the size you needed then I think M & S is being totally unreasonable. If they didn't, I'm afraid that they're within their rights to offer you back the current price of the PJs unless you can find the receipt.

Star

If your sister-in-law gave you the gift receipt, then she should still have the original receipt showing the purchase. Tescos have the same policy (as do all stores) that they will only give you back what the item scans at without a receipt. Plus Tescos will only exchange clothes without a receipt, they won't give you a credit note like Marks does.

jenniewb

do you have a bank statement (ask your sister) with the amount on? can sometimes be used as a reciept.

keith99_2

jenniewb wrote: »

do you have a bank statement (ask your sister) with the amount on? can sometimes be used as a reciept.

OP said they wont accept it.