M&S Returns Policy

Wiglet100

Hi All,
My wife bought me a jumper from M&S for my birthday 2 weeks ago and after wearing it once and washing it once, it has two bobble patches on it and it looks awful.

She took it back and they flatly refused to exchange it or give her a refund. The only thing they said was that they could have it sent away to be inspected.

I spoke to Trading Standards and as far as they are concerned they are legally entitled to do this, but because of their lack of customer service and failure to use any discretion in this case, I am considering not buying anything further from M&S as I feel this is an atrocious way to treat a Customer who spends £1000 a year in their stores over a £25 jumper which is clearly defective.

They tried to say that "it must have rubbed on a seatbelt" or "it had been washed with velcro".....!!!!!!!!!!!!!!! honestly, I cannot believe these extremely poor excuses.

What happened to their legendary Customer Service? I would have thought that in these difficult financial times the decision would be a no brainer......

Has anyone else had a similar problem with M&S and possibly other organisations I wonder?

Cheers

Wiglet

sarahg1969

M&S have always been terrible if you dare to take anything back that's faulty. The staff seem to take it very personally.

I returned a bobbled jumper (worn once) and they accused me of allowing my children to climb all over me and that's what did it.

My mum returned a blouse that had not been stitched properly on the sleeve and they told her it was too tight and she should have bought a bigger size!

And my gran returned something that faded in one wash (the matching item didn't). They told her she should have used M&S washing powder, and that because she didn't, it was her fault.

djb215

Wiglet100 wrote: »

What happened to their legendary Customer Service? I would have thought that in these difficult financial times the decision would be a no brainer......

Ah but from the other side of the counter is that difficult financial times are effecting retailers such as M&S just as much in terms of refunds/exchanges - that's one of the reasons why their 90-day returns policy was reduced to 35-days.

It could be that someone who is in a similar situation may not have taken care of the item, or misused it etc (not saying you have!! ) so for them to give an exchange/refund willy nilly isn't economical.

Did you let them send it off for inspection? If Trading Standards have said that they can legally do this I don't see any other option at this juncture if you want a refund/exchange.

As for using M&S washing powder, I never knew M&S did washing powder!!! :rotfl:

HTH

hollydays

Did you ask to speak to a Manager?
You could try taking it back to a different store.