Very upset with Marks & Spencer....

Surfing_spaniel

If there was a pair of the same pjs on a shelf priced at £5 M&S would do a straight swop if the returned ones were also coming up at £5. However I can't imagine there being many being left, they'd fly off the shelves at that price!

lorena

As someone who works in retail as well, our store has the same policy. Without a receipt the item is refunded at the current selling price. We are not legally obliged to refund if its not faulty so its worth bearing in mind standard refunds are goodwill gestures. We have no way of knowing if the sale tags have been ripped off the item and a bank statement won't specify the item. Also the people that work in the store are only adhering to company policy, please don't be nasty to them for doing their job.

sky11

This thread has incorrect title - should be called ' Very upset with losing receipt'..................your proof of purchase and while harsh to say 'lose it, lose out'.
M&S refund policy is more generous that most high street stores.

babyx1uk3

I had exactly the same problem last year but with boots, we brought a toy for our little girl everything was fine all worked ok and she was happy, 2 months later it broke, the item was in hte sale and we only got back £4 after paying £18 for it originally, problem is we too had lost our receipt.
Unfortunatly we were upset as obviously at that price the shelfs had all sold out. we were hoping to swap it as our daughter had got very attached to it but broken it was useless so we had to accept the £4 refund, we learnt a valueable lesson though KEEP RECEIPTS! I may laugh about it and have a huge jar of receipts but i know exactly how you feel. Try not to let it get to you and learn from the experience to always keep hold of your receipt whatever you buy.x

week

I keep all my receipts AND the tags from clothes for a year.
I did used to keep them for even longer but was running out of places to keep them!!

damoderby

cruella_de_vile wrote: »

Can I ask how you are 'clearly a genuine case'? Do you have a special badge or something?

like it very funny.
Everybody is a special case nowadays.Somebody brought an item back to my store a few weeks ago which had a fault.They told me it was bought 2 months ago and before i even opened my mouth they were informing me that their contract was with the store and not the manufacturer.
If i had 1 pound for every customer that has read the consumer advice column in the sunday paper and qoutes it to me on the Monday........
I asked for the reciept, oh no we dont have that came the reply and further repeating of the contract with the retailer blurb.
Apparently i was in the wrong for asking for some form of proof of purchase.

Thats better ive been wanting to get that off my chest for ages now.

ladypinkof66

gail5863 wrote: »

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.

I would suggest trying to sell them on Ebay you may get lucky and get a tenner back !!!

andy79

gail5863 wrote: »

Thanks all for your replies.... I did expect them to have some kind of discretion in clearly genuine cases, but sadly I am wrong. How British retailing has changed. If these had been bought from a small independent shop, I'm sure I might have had a different response to the one M&S seem to work to in their 'big corporate bible'. They DID have different sizes in the store, and they would NOT let me exchange the PJ's for a size that would fit. Yes it was up to me to keep hold of a miniscule piece of paper, but the labels were all on the goods, there was no dispute they were from M&S and the labels had not had any reduction labels stuck onto them. To this end, I think I will just give them back to my sister in law and see if she wants them, as they might just fit her. I am just dismayed that there is no discretion at M&S these days and they do not appear to be reasonable in letting me change the PJ's for a size they have in stock, that will fit.

I don't think M&S receipts are smaller than the receipts from any other retailers so it's not their fault. Ultimately it is you who has lost the receipt and you who must face the consequences.

Perhaps in future, you could laminate all of your receipts and attach each one to a hub cap with a chain like they do with the keys to the rest room at American petrol stations :rotfl:

bubblegumcola

The M&S refund policy is still about the best in retail, 90 days to take something back for a refund with your receipt - what other shop does that? M&S had to draw the line somewhere, people were taking back items years after they bought them with/without a receipt and expecting to get a refund at full-price!!

The moral of this story is keep your receipt for everything...

VIJAY_FROM_KENT

gail5863 wrote: »

Thanks all for your replies.... I did expect them to have some kind of discretion in clearly genuine cases, but sadly I am wrong. How British retailing has changed. If these had been bought from a small independent shop, I'm sure I might have had a different response to the one M&S seem to work to in their 'big corporate bible'. They DID have different sizes in the store, and they would NOT let me exchange the PJ's for a size that would fit. Yes it was up to me to keep hold of a miniscule piece of paper, but the labels were all on the goods, there was no dispute they were from M&S and the labels had not had any reduction labels stuck onto them. To this end, I think I will just give them back to my sister in law and see if she wants them, as they might just fit her. I am just dismayed that there is no discretion at M&S these days and they do not appear to be reasonable in letting me change the PJ's for a size they have in stock, that will fit.

You lost the receipt and now you are placing all the blame on M&S, get over it! Your fault and your problem! Sorry if that sounds harsh but it is true. No point moaning about disgraceful British retailers, etc. M&S are 1 of the best in terms of refunds. If you cant prove you paid £X for an item why should they give you your money back?