M&S refund policy change?

Heath84

unless you get free calls to 0845 numbers check saynoto0870.com first

sidefx

robotwars wrote: »

My elderly mother has just told me that she returned a bag to M&S (Grimsby store) the same day she bought it with receipt which cost £6, and she was given a refund of only £4.80. When she queried it, she was told that they had to take VAT off the refund.

I have searched M&S website and the internet in general and can find no mention of this policy and have never heard of this happening before. Anyway, VAT at 15% on a £6 item would be 90p not £1.20. Her refund receipt sheds no light on this.

I too would be keen to hear what this is all about as it has had no publicity. I plan to call M&S customer services tomorrow (0845 6090 200) to check this out, then will post their reply!

Any reply yet?

KimYeovil

robotwars wrote: »

Anyway, VAT at 15% on a £6 item would be 90p not £1.20.

... 78p, not 90p.

cangra

I would definitely be back in the store to demand an explanation for the descrepancy!!!!

MORPH3US

dmg24 wrote: »

If I hand over a £5 note and a £1 coin I know that I have paid £6, not £4.80.

Are you suggesting that the OP is a bit stupid?

I do wonder if we will ever find out ...

What she is saying is.... perhaps the OP went in and saw a top labelled up at £6 and took it to the till. The top scanned at £4.80 but for whatever reason the OP didn't realise (maybe she was distracted and handed over a £10 note and didn't check her change, or was paying on card and didn't double check the amount.... we've all done it).

So williham is saying that perhaps the OP only actually paid £4.80 and so only got refunded £4.80 even though she thought she paid £6 and so expected that amount back..... :rotfl: hope i've explained that well.... I don't think williham was trying to offend or insinuate anything..

williham

MORPH3US wrote: »

So williham is saying that perhaps the OP only actually paid £4.80 and so only got refunded £4.80 even though she thought she paid £6 and so expected that amount back..... :rotfl: hope i've explained that well.... I don't think williham was trying to offend or insinuate anything..

Exactly, I'm saying it just sounds like a misunderstanding - any price discrepency in M&S and they say it's because of the VAT because that's what it normally is.

stingey

Check her original receipt (the one she got when she purchased the bag). If she paid £6.00, then she should have been refunded £6.00. It could have been the bag was priced at £6.00 but when she got to the till it has been reduced further and she just has not noticed.

If you don't have the original receipt go back to the store and speak to the Department Manager, explaining the situtation. The store should either have:

The original receipt and the refund receipt.
Or a copy of the transaction on the system

Ask them to investigate it. It will help if you go back with the refund receipt, as this will show, the date, time, till, sales assistant, item refunded etc. And makes it much easier and quicker to get to the bottom of this.

If there has been a reduction on the refund price (which I think is highly unlikely and this is just been botched by the Sales Assistant), there should be a notice somewhere around the cash desk explaining the reduction and the reason why.