New M&S Refund Policy

cammyjo

I work for M&S and it seems you have been misinformed. After 35 days your receipt is invalid so your item should have been treated the same as the items with no receipt. Therefore, you are entitled to a credit note at the last selling price (provided the item is in a saleable condition of course).

noteventhechair

Yeah, you've definitely been given the wrong info.

The only thing I can think of is that the value of the item has gone down to nothing. As time goes on, the price of items that go into the sale drops and drops down to nothing - so that eventually, when the item is scanned the value comes up at a penny, or the code isn't recognised. If that was the case with your item, then you wouldn't have been able to be given a credit note.

Otherwise, I would just take it back again, hopefully get a different assistant.

sahra

cammyjo wrote: »

I work for M&S and it seems you have been misinformed. After 35 days your receipt is invalid so your item should have been treated the same as the items with no receipt. Therefore, you are entitled to a credit note at the last selling price (provided the item is in a saleable condition of course).

No, the above poster was dealt with correctly, yes it's stupid but thats the new policy.

jenniewb

sahra wrote: »

No, the above poster was dealt with correctly, yes it's stupid but thats the new policy.

Not stupid, most stores work this way:

Fact: stores do not HAVE to give a refund unless an item is at fault. They don't even have to exchange, they just do to keep the customer semi-satisfied. Even if it has not been 24 hours, they still don't have to give a refund, never mind 30 days!

Some stores do not give refunds, only exchanges (HMV for example) and some stores wont even do that.

sahra

jenniewb wrote: »

Not stupid, most stores work this way:

Fact: stores do not HAVE to give a refund unless an item is at fault. They don't even have to exchange, they just do to keep the customer semi-satisfied. Even if it has not been 24 hours, they still don't have to give a refund, never mind 30 days!

Some stores do not give refunds, only exchanges (HMV for example) and some stores wont even do that.

I understand that, I think it's daft because if you have a receipt thats expired it's tough, but if you don't have your receipt then you get a credit voucher!
And yes it is quite embarrassing telling customers that :rolleyes:

Enterprise_1701C

Quite funny - I had someone come into our store the other day. She had sent one of her employees in to get a refund on some envelopes that were the wrong size, my boss explained that he did not have to refund but would out of good will, the girl answered "but they are not opened and I have the receipt, so you have to". We thought that was that, but we then had the boss in (I dealt with her, I know the law better than my boss who happens to be Bangladeshi!). She asked to see my boss (who was then hiding!) and I asked what about, she said that he had had a go at her girl (which he hadn't) and said that it was law that we had to refund things that people did not want if they had the receipt! I thoroughly enjoyed putting her right (no I was not rude, I simple explained in the best way possible) and telling her that it was only if the item was damaged etc, and that we had refunded out of good will, and told her to look it up. She said "I will, you'll see". Haven't seen her since!

tyllwyd

sahra wrote: »

I understand that, I think it's daft because if you have a receipt thats expired it's tough, but if you don't have your receipt then you get a credit voucher!
And yes it is quite embarrassing telling customers that :rolleyes:

That's exactly the point - I was tempted to eat the receipt in front of the sales assistant, then go to the back of the queue and give them back the item saying that I had no receipt for it. I thought I was being helpful by keeping the receipt, but obviously not!

And I think that M&S has to accept that it is in a different posistion to most other high street stores - I used to shop there 20 years ago when they didn't have changing rooms, and the assistants would tell you to take the clothes home and come back & exchange them if they didn't fit. They haven't changed their name, they are still using the same brand and benefiting from the goodwill they built up with customers like me at that time, so but now they are trying to change their terms and conditions (and in this case in a pretty illogical way). I am trying to shop there in the same way that I've always done - the way I was encouraged to in the past - and now they have changed the rules. No wonder if they are upsetting their customers by treating them like this.

paulwf

tyllwyd wrote: »

And I think that M&S has to accept that it is in a different posistion to most other high street stores - I used to shop there 20 years ago when they didn't have changing rooms, and the assistants would tell you to take the clothes home and come back & exchange them if they didn't fit. They haven't changed their name, they are still using the same brand and benefiting from the goodwill they built up with customers like me at that time, so but now they are trying to change their terms and conditions (and in this case in a pretty illogical way). I am trying to shop there in the same way that I've always done - the way I was encouraged to in the past - and now they have changed the rules. No wonder if they are upsetting their customers by treating them like this.

Part of the recent training all M&S shop based staff had touched upon this, i.e. the history of not having changing rooms and how often the highest spending customers used the exchange procedure the most and that they should therefore be treated with the greatest respect when handling refunds and exchanges.

I don't deal with refunds & exchanges so can't comment on the policy on older items, I just wanted to say that staff are aware of how valued customers are that exchange items.

noteventhechair

Originally Posted by sahra
I understand that, I think it's daft because if you have a receipt thats expired it's tough, but if you don't have your receipt then you get a credit voucher!
And yes it is quite embarrassing telling customers that :rolleyes:

I'm sorry, but I don't think that is correct. As far as I'm aware, the policy for customers with an expired receipt is the same as for those without a receipt - they get the current selling price of the item in credit vouchers.

As you say it would be totally daft, as the customer could just come back again without the receipt.

tyllwyd

paulwf wrote: »

I don't deal with refunds & exchanges so can't comment on the policy on older items, I just wanted to say that staff are aware of how valued customers are that exchange items.

I'm sure that staff on the shop floor are aware - and if so it's a shame that they have to implement stupid rules imposed from above.