Very upset with Marks & Spencer....

louby-lou-lou

I was very happy with m&s when i needed to return my pj's i got for xmas. Although they don't seem to like you to do straight swaps nowadays which i was happy to do but they weren't.
They refunded me the money for the incorrect size pj's and then i bought the correct sized item back. This worked out good for me though as the pj's now had 30% off and they also gave me the VAT back as they were bought before it had come into affect. I got £10 put on to a gift card as i didn't have the reciept.

butler_helen

I do not buy from M&S- their attitude is appauling. I bought three bras in a range, washed them at 30 in persil non-bio, they came out looking white and shabby- I took them back, with a receipt and was told they needed to be tested before I got anything back.

So, they 'tested' them and sent them back saying I washed them wrong. Which I didn't.

So I wanted them re-testing. Being in the design industry, I asked about their testing methods only to be told 'we don't really test them, just look at them and judge'.

So how they knew I'd used anything other than persil non-bio, I don't know.

Therefore, I do not buy from M&S, I'm sure they don't care and I'm sure it doesn't matter to them.

They lie to their customers and don't care- most probably because so many people do try it on.

In addition, their letter made no sense and was clearly a poorly put together cut and paste job, which wasn't even signed and I couldn't speak to the issuer.

It's a pity though, as I added up around £1000 worth of purchases in 2008 alone- but they didn't care about my value to them when I pointed it out to the 'help desk'.

The_Old_Bag

smellslikemarmite wrote: »

You've CLEARLY never worked in retail.

On top of that, you can't treat one person differently from everyone else.

Customers like you make my job so much more difficult. Is it my fault that you lost your receipt? Did I go into your purse and steal it? No, so keep a hold of your goddamn paperwork when we ask you to.

Well, I have worked in retail, and I have worked for M&S - years ago admittedly, in those bygone days when "The customer is always right" was the motto
Funnily enough, I though "staff" were there to serve the customers. i.e you get paid to work with the people who come through the door, buy your products, and so enable you employer to pay your salary, which does not always have to be easy work.
Again an old fashioned view, but "staff" going that extra yard to serve the customer, to take time and make the effort to be "of service" used to be considered a positive. Obviously not these days:cool:

There have been several posts ( not picking on smellslikemarmite, just this is the latest one) who seem to take the view that customers who have requests for service which entails them thinking or acting "outside the box" is not only unacceptable but that it is making their life hell.

Well, I hate my job, it is boring, soul destroying, I am overworked, undervalued.....but it pays the bills. I therefore smile politely and get on with it. I do not expect the people I deal with day-in and day-out to pander to the fact that I have had a bad day, or they are the third person that day to expect me to do something which is not actually my job.

Many posters have commented that M&S cannot afford to be flexible in their policy. Well, maybe the customers cannot afford to pay for an item, and when for whatever reason it is of no use to them........they return the item (with or without a receipt) but do not get back the full sum they have paid.

This site is supposed to be about Consumer revenge, Saving money and getting the best deal. Well spending £19.50 to buy some pjs, returning them and receiving £12 (now£5) does not make good financial sense.

I KNOW that she shouldn't have dared to lose the receipt. Personally I think she should be tarred and feathered for such a gross negligence. But the point is EVERYONE is not perfect, and most people will admit to it. Yes there are rules in all aspects of life, but we are not robots, we have the ability to exercise our discretion - which is all Gail5863 wanted

A few years ago a Funeral Hearse was given a parking ticket when it had stopped to pick up the coffin. I have even known of cars involved in an RTA, which have literally been undriveable being ticketed, whilst waiting for the breakdown truck. The authorities refused to cancel these tickets, until the press got involved.......

The point being there are RULES in all areas of life, but humans are supposed to have common sense and some actually use it. We also have a tendancy to learn from our mistakes. I bought something from a store called MarkOne I think it was. I returned it within the week with receipt - but they would only give me an exchange. I know this was all I was legally entitled to but, this was in the days when M&S had no time limit on returns with receipt !
I lernt my lesson, I never bought anything form Markone again.

Interesting that when someone at M&S use some common sense, discretion, and goes the extra mile for SUPERJULES I don't hear the M&S staff on here up in arms about the resulting loss of profits, and the subsequent threats to their jobs I don't think the treatment she received was according to the same rule book that all the M&S staff on here are quoting from :cool:

gail5863 has learned an expensive lesson. If this results in M&S losing sales from her, her family and friends, and people on here who think twice now before they make an "impulse" buy, well.............

Bronnie

I don't think there's any point in referring to 'how things used to be'. Whether we like it or not, we live in a different age with different rules and values.
People 'screwing the system' is what has led to a hardening of attitudes amongst retailers today and sadly their response has had to change. For every person who wins at screwing the system the genuine customer must ultimately foot the bill. You delude yourself if you believe you are hitting the company, it will always be their other customers who take the hit.
It is now necessary to take responsibility and give close scrutiny to the 'rules', to protect yourself.

(Please note, this is a general observation and I am not specifically referring to any previous posters in this thread)

No_Future

smellslikemarmite wrote: »

You've CLEARLY never worked in retail.
Look at it from M&S's point of view. You have no proof that you bought it, no proof that you bought it from their store, and I think you will find that they would have let you exchanged them.
On top of that, you can't treat one person differently from everyone else. That's the returns policy, you knew that was the returns policy, and you lost the receipt.
You are the one who is liable.

Customers like you make my job so much more difficult. Is it my fault that you lost your receipt? Did I go into your purse and steal it? No, so keep a hold of your goddamn paperwork when we ask you to.

Lol, well you've CLEARLY not had proper customer service training, or considered where the money to pay your wages comes from.

Even if the store policies say this lady can't get an exchange, it is still your job to be helpful and polite. Customers are the ones essentially paying your wages and if they're not happy they won't shop there again. If your company loses money they will consider making job cuts. Customers are not a nuisance, they are a crucial part of your job. It always baffles me as to why some sales assistants take this approach.

Yes, she should have kept the receipt, but you are certainly in no position to ''tell the customer what to do''. You can inform them of the returns policies, but there is a clear distinction between this and TELLING them to do something. They are paying not only for the item itself but for some form of service, and that service comes from you.

Sometimes I feel we'd be better off with no arsey SAs and just have vending machines...(joking!)

sweetstudent

I have to agree with many of the other posters, i used to work at M&S, and even though the sign explaining the policy, many of the customers actually thought that it didnt apply to them. M&S does give a generous refund policy, they dont have to, however as many customers failed to realise that they are not bound by law to accept returns, unless faulty.

mumps

No_Future wrote: »

Lol, well you've CLEARLY not had proper customer service training, or considered where the money to pay your wages comes from.

Even if the store policies say this lady can't get an exchange, it is still your job to be helpful and polite. Customers are the ones essentially paying your wages and if they're not happy they won't shop there again. If your company loses money they will consider making job cuts. Customers are not a nuisance, they are a crucial part of your job. It always baffles me as to why some sales assistants take this approach.

Yes, she should have kept the receipt, but you are certainly in no position to ''tell the customer what to do''. You can inform them of the returns policies, but there is a clear distinction between this and TELLING them to do something. They are paying not only for the item itself but for some form of service, and that service comes from you.

Sometimes I feel we'd be better off with no arsey SAs and just have vending machines...(joking!)

I don't know what its like now but I worked for M&S many years ago. The Manager was always in the store and was well aware of everything that was going on. Woe betide you if he heard something he didn't like. On the other hand I can remember as a 16 year old earning about £6 a week getting an on the spot 50p a week payrise (a significant amount for me at the time) as he was impressed with my customer service, it happened again a few weeks later when a customer approached him to compliment him about the service she had just had. I thought I was rich. He was always scary but great, I remember in 1969 or 1970 in a heatwave he bought us all strawberries and ice cream for our afternoon break. Not just once i think it was three or four days on the trot. Must have cost him a bomb. Happy days.

As to things being different, well we used to get fed up with some of the stuff brought back. I always hated the relatives who brought in grannies stuff when she died. Don't know why but some old people buy stuff and store it unused. They would bring stuff in that hadn't been in the store for years and expect the money back. Can you imagine in the midst of your grief taking three pairs of stockings back for a refund. People are strange.

lorena

No_Future wrote: »

Customers are not a nuisance, they are a crucial part of your job. It always baffles me as to why some sales assistants take this approach.

Because we get treated like we are stupid, trust me it i get looked at as if i'm stupid almost everyday at work by customers. Because people take out their anger on us which is not fair when we did nothing, we are only doing what we get paid for. Its hard to be polite when someone is ranting at you for something outwith your control
quote]

keith99_2

tdiman wrote: »

I recently made a similar mistake.
I bought a jumper for my mom from Per una for Christmas.
I saw and bought it in early October. Mentioned it was a present and cashier said no problems - just keep the receipt

Gave pressy to mom who didn't try it on till a good few days later - too small - "No problem mom, I'll exchange it or you try with out receipt if you want"
Well she tried - " Sorry without receipt can only give you £15"

I take it back a few days later, with receipt, "Sorry can only give you £15 as it has been in the sale and you are outside the 90 day period.

What 90 day period I hear you ask, why the one printed on the receipt that also gives the last day the item can be refunded. It was news to me - who reads the receipt apart from the price paid?

Even though M&S were still selling the item and I wanted to have another size or even a different item and pay the extra - I was only entitled to £15.

Manager and sales lady apologetic but said hands were tied.
I bought mom a different top - from M&S, don't see why she should suffer, I will send the extra jumper to sister - that will shock her!

I accept that M&S were leaving themselves open to abuse of the returns policy, but as the original poster said - surely there are some genuine exceptions?

So its the stores fault you didnt read the receipt? The onus is on you not the store.

The Old Bag- I understand what you are saying in post 54, but i think in most cases M&S are more than generous. Cast you mind back to the mega days before christmas, there were many people posting on here that they took previous purchases back and re-purchased at 20% off. Now, i think thats a blatant p**s take. You may think its ok for them to keep taking the losses but do you think its ok for them to do this, give refunds left right and centre because people cant keep/read or whatever their receipts, and still keep trading. Very soon you will have another Woolworths, the customer is not always right these days unfortunately, they are more devious by the day now they are paying for the dishonest few.

VIJAY_FROM_KENT

My comments in CAPS to save time! :rolleyes:

tdiman wrote: »

I was speaking as a customer who had bought stuff from M&S previously and returned it later ,with or without a receipt, for a replacement - no questions asked. Yes times change.:rolleyes: WELL HOW LONG DO YOU EXPECT THEM TO OFFER A NO QUESTIONS ASKED RETURNS POLICY?

I fully understand my rights as a consumer and the rights that shops have.:rolleyes:
It was a pity the new (to me) 90 day rule wasn't pointed out when I bought the item in October after explaining it was for a Xmas present:rolleyes: IMAGINE HOW MUCH LONGER ALL THE QUEUES WOULD BE IF THEY SPENT 30 SECS TELLING EACH CUSTOMER THIS. IT IS WRITTEN ON YOUR RECEIPT

I have no problems with the 90 day rule, but not allowing staff a bit of leeway for exceptional circumstances is daft. :rolleyes: WHY ARE YOU AN EXCEPTIONAL CIRCUMSTANCE COMPARED TO ANY OTHER CUSTOMER?

Lesson learned - I won't buy Xmas presents that far in advance again and to be honest I will do what I do for the kids (the grown up ones) a few small pressies and a printed voucher entitling each to a shopping trip with their mom after Xmas. My kids love it - 3rd year now - plus the kids get more for their money - enough of the rolling eyes

THAT SOUNDS LIKE A GOOD PLAN AND YOUR KIDS WILL LOVE IT