M&S exchange policy fight!!

beth464

I worked at M&S for a while and over Christmas a lot of people wanted gift receipts. Nobody actually told us the rules regarding which items could be returned/exchanged. It was only when someone overheard me one day offering a gift receipt on a set of bath bubbles that I was told we couldn't refund those. The same thing has probably happened here - there's nothing on the till to say that these items can't be returned.
I would agree though that they should in this case offer you an exchange/credit note.

hollydays

It just occurred to me that the receipt should identify the staff member who told your friend this.

You could find out the Store Managers name and ring and discuss it with her,perhaps it was a new member of staff.

ifonlyitwaseasier

ok, earrings are the one thing that NO shop will refund unless they are faulty, it's all to do with hygiene and the OP will have a hard time getting anyone at the store to agree with her as all the jewellery displays have little signs stating the no refunds on earrings policy

(former m&s employee)