Marks and Spencer credit Vouchers

Rage_in_Eden

I wonder if anyone can help with with my query. At the weekend I went to M&S and had decided to finally use my credit vouchers (paper ones). When I tried to pay the girl behind the till said they had stopped printing them 2 years ago and that I was meant to have used them by Easter. I said that I hadn't seen anything about this and she suggested I contact customer services and explain the situation and they should be able to help me. I have done and they basically said "tough" saying that these will have been issued as a gesture of goodwill over 3 years ago - however I am pretty sure they are an unreceipted refund for a couple of tops I bought certainly less than 3 years ago. They also said they haven't issued them for 3 years. I have pointed out that I certainly have not had them for 3 years, that I was told in their store that it was 2 years since they printed them and that despite them saying there were signs at the cash tills I certainly didn't see any and I shop there regulalry (if I'd seen the signs I'd have used them wouldn't I?). Also OH has a few shares and we regularly get vouchers etc and we cannot recall seeing any literature in the mailouts about these paper vouchers. I have responded to them saying that I haven't had them for 3 years, that I was told they stopped printing them 2 years ago (nothing about stopping issuing them date-wise) and that I certainly did not see any signs but wonder if anyone could give me any advice. They do not have any "use by" date on them.

pinkshoes

I would write a very stern letter to HQ (send recorded), explaining the situation, and stating that having been a good customer of M&S for many years, you are horrified at how appauling their customer service has become, and unless they redeem themselves and honour your (undated) vouchers, then you shall no longer be a customer, and take your custom elsewhere, along with spreading the word of their appauling customer service.

Judith_W

I have some gift vouchers - presumably this is different? I know they are doing gift cards now, just concerned as I have quite a few paper gift vouchers from our wedding 2 years ago which I never spent as rarely use M&S

sorry to hijack your thread!

beth464

Rage_in_Eden wrote: »

I wonder if anyone can help with with my query. At the weekend I went to M&S and had decided to finally use my credit vouchers (paper ones). When I tried to pay the girl behind the till said they had stopped printing them 2 years ago and that I was meant to have used them by Easter. I said that I hadn't seen anything about this and she suggested I contact customer services and explain the situation and they should be able to help me. I have done and they basically said "tough" saying that these will have been issued as a gesture of goodwill over 3 years ago - however I am pretty sure they are an unreceipted refund for a couple of tops I bought certainly less than 3 years ago. They also said they haven't issued them for 3 years. I have pointed out that I certainly have not had them for 3 years, that I was told in their store that it was 2 years since they printed them and that despite them saying there were signs at the cash tills I certainly didn't see any and I shop there regulalry (if I'd seen the signs I'd have used them wouldn't I?). Also OH has a few shares and we regularly get vouchers etc and we cannot recall seeing any literature in the mailouts about these paper vouchers. I have responded to them saying that I haven't had them for 3 years, that I was told they stopped printing them 2 years ago (nothing about stopping issuing them date-wise) and that I certainly did not see any signs but wonder if anyone could give me any advice. They do not have any "use by" date on them.

Judith_W wrote: »

I have some gift vouchers - presumably this is different? I know they are doing gift cards now, just concerned as I have quite a few paper gift vouchers from our wedding 2 years ago which I never spent as rarely use M&S

sorry to hijack your thread!

Rage in Eden, I worked for M&S for a few months last year so I will try and help you but I'm not sure which vouchers you mean. The only ones I've ever seen given out or spent are the credit vouchers in the form of a receipt, the paper gift vouchers or the plastic giftcard. The last time I worked there (in March) they were phasing out the paper gift vouchers but they could still be spent. It was only if anybody specifically asked that we would give them out.


Judith_W, I'd advise you to go into a store with your paper vouchers and ask for them to be transferred to a giftcard. The giftcard will then be valid for 2 years I think (it's been a while!). With the cards, you can go into a store and ask if they can tell you how much is on there, and the date will be set back another 2 years as it counts as a transaction.

Rage_in_Eden

Hi Beth - thanks for that - they are the paper credit vouchers - they look just like the paper gift vouchers but have "credit" on them instead. I've also got some paper gift vouchers so I might ask them to transfer them as per your suggestion to Judith.

shellharry

I have some paper gift vouchers that I was sent from SKY as a reward for their recommend a friend scheme. Myself and my "friend" each recieved £50 for me recommending her to join.
She was told she couldn't use them by a member fo staff but when she told the staff that she had only just received them from Sky they said It was fine and that she could spend them after all.
I haven't spent mine yet.
I also have had a seperate dispute with my local M&S and just this morning in the post received £40 of paper vouchers to resolve the issue from the store manager so they'd better accept them!!

Rage_in_Eden

Well I've had another e-mail as I queried the original response to the effect - hey you gave them me and there were no signs at my local store - and they have again said no. So the letter to their Head Office is written and all ready to go recorded delivery. This is not on at all. If they were dated I could understand. If they had had large signs up I could understand but they've probably had a tiny little sign stuck behind one of those financial services leaflet holders and I think it's a bit rich of them. :mad: (not a happy bunny with M&S and this could well be the last time I shop there - a fact I have mentioned in my letter). Let's see what happens.

shellharry

Find out the name of the manager at your local store and write directly to him. Thats what I did for a similar problem. I didn't tell him that head office had already turned me down and I was really really nice in the letter. He sent me replacement vouchers.

kram77

I have had a similar problem with credit vouchers. My mother received two, to the combined value of £70 when she returned unsuitable presents. They were in the form of faintly printed till receipts. She folded these and kept them in her wallet, but after some moths when she tried to use them was told that the barcode had worn off and they could not be processed. The amount, date of issue and a customer reference numbers were all legible and M&S do not doubt their validity but simply say that they have been damaged, are covered by the small print, and therfore do not have to be honoured. They even had the cheek to say that it would be unfair to other customers if they were lenient in this case. Meanwhile they, of course, they make no offer to return the goods which they have presumably returned. I've done my best to embarrass them but they still seem unwilling to budge. Do we have a legal leg to stand on? And is there any way to get an postal or email address of someone more senior at M&S?