Warning 3 for 2 offer Marks and Spencer

doodyclaire

Be careful when ordering school uniform from M&S direct. They let you believe you can buy 3 items and get the cheapest for free but this only works if you order and keep only 3 items. I ordered 5 items and returned 2 items and they would not give me a full refund on the 2 items I returned. There argument is that the computer compensates for the item you received for nothing. Took the complaint to their executive customer complaints department and they were not prepared to refund me the full amount. Basically it means I have only received a £1 discount whereas if I had ordered just three of the items I kept I would have received a £6 discount. So I have to return the whole lot and buy my three items I want to keep again. It does say in there SMALL PRINT you have to return all the items but what a PHaff! Didn't think M&S were the type of company to hoodwink there customers with small print but now I will think again. Am currently writing to the CEO to complain.

zenseeker

doodyclaire wrote: »

Am currently writing to the CEO to complain.

Whose secretery will most likely file your letter in the bin.

The T&C are there for you to read, no point moaning because you chose not too.

CountryLad

Although I always read the terms where they are available, a '3 for 2' is a 3 for 2, not a 5 for 4. I feel the OP is justified to feel hard done by, no matter what the small print says, and I'm surprised their CS didn't give way. The clause will be intended to prevent abuse of the offer, not to catch customers out on a one-time error. I often choose to buy from M&S because of the 'trust' aspect, the perception that they are different from the others, and I'm sure many others do the same. If they go down such a route they will lose this advantage. I'm not so sure the CEO's office will ignore the letter, as they often would in other retailers, they normally take a longer view.

bcl999

I used to think the same as Countrylad. Now the only difference I see in them is their dearer prices on most things. I was in one of their stores the other day and, from the layout & display (but not the prices), could have been in Primark.