M&s madness

MRSTITTLEMOUSE

I ordered some stuff from M&S it arrived today and instead of one of the items,a T shirt worth £6 they sent a dress worth £55.The t shirt was what I was charged and invoiced for.I took the dress instore to return it and be refunded for the t shirt but were they having any.
I was told the dress was'nt on the invoice and until they had proof that I had bought the dress or I could prove they had sent out the wrong item I could'nt have my £6 back.
They rang the mail order depot up and was put on hold for 35 mins.I got fed up and was about to go and the girl said all I can do is give you a credit note.Ok I said,then she continued but it has to be for the dress and not the T shirt you have'nt brought that back.
Once again I explained that I had'nt paid for the dress only a T shirt so she got the manager.Who looked at me and said you can't have the money refunded to your card you have'nt got proof you got the wrong item.The assistant then gave me a credit note for £55,I said you do realise you've been done don't you and she just said it's all I can do you brought the dress back,we don't know if you got the t shirt or not.
I feel like I'm in a parallel universe after this episode of stupidity.
Does no one use common sense anymore.

geri1965_2

Result!!!!

MRSTITTLEMOUSE

What's laughable is that they were looking at me all the time as if I was trying to con them out of the refund for the T shirt.
I even said I had'nt bought the dress and I said if I had'nt been sent it by mistake,why would I have it then.Also I said I only needed a credit note for £6 but oh no I could'nt have that.
I just can't believe how stupid they were.

Quasar

These large companies train their staff to work according to strict procedures, and when something happens that doesn't follow the exact script the staff can't or won't make their own decisions. However in a case like this it should have been apparent even to a person of very modest intelligence that it would have been appropriate to call out a higher manager still who could decide to make an exception to the procedure since the company was about to lose money.

Never mind. You were honest and now you have an extra £49 courtesy of M&S stupidity. :beer:

andyrules

Lol, a friend of mine had a similar situation in tesco with something quite expensive they failed to ring in properly. She pointed it out but they insisted they don't make errors. she gave up.

NotJustAny...

Have to say, if I'd been the manager on the desk I would have done the same, and given you the £55 credit voucher if I was unble to verify the order via M&S Direct's phoneline. We cannot access online orders in store and for reasons known only to themselves, online do not put prices on the online invoices.

As the store could not get through to M&S Direct, no way to verify what was on the order. Had they got through, you would likely have been refunded the 'correct' amount.

Appreciate it seems daft, but if you later came back to the store saying we had only refunded you £6 for a £55 dress, the UPC on your refund receipt would match the dress and questions would then be asked as to why we'd done that. We'd then probably wind up compensating for time and inconvenience etc.

I appreciate you are not the kind of customer who would do that, but we do get a fairly substantial number of people trying to scam us via online orders / refunds, and therefore tend to be overcautious when dealing with these sorts of issues.

This way, we're certain you're not out of pocket, the credit voucher will only be spent in store on M&S products anyway, and the correct amount has been refunded for something.

Online are notorious in stores for the amount of !!!!-ups they make. In my former store, we had one extremely honest customer who had an £800 laptop delivered to her doorstep that she hadn't ordered!

bcl999

One more reason why I'm selling my M&S shares.

ts_aly2000

Had something equally daft in The Range a while back. I was given change for a £20 note when I'd given them £10, and noticed as I was walking out putting the money into my purse.

Naturally I said to the CS desk on the way out, "You've given me the wrong change." Mistakes Cannot Be Rectified Later it said on the sign which she pointed to. Erm, right, ok, thanks, you gave me change for a £20 when I only gave you £10. :T

Shops do seem to make this mistake quite often. I just don't bother saying anything these days.

Money_Grabber13579

I bought 2 shirts, buy 1 get one half price. Decided to return 1 later on, and despite giving them the receipt, they refunded me full price! So I got 1 shirt for half price. Maybe that's why they're so close to falling over the edge!

WolfSong2000

I remember going to a shop...used my card and they had to manually input the amount into the card machine...item was £16 but they typed in £16,000 then got arsey with me when I tried to point out the error and refused to pay until they rectified it. lol.

ThinkingOfLinking

I should order online more often!! These things never seem to happen to me...