M&S Suit Jacket - Advise Needed

desisaver

Hi,

I bought a suit in one of the M&S sale towards the end of July consisting of 1 jacket & 2 trousers. I had my first opportunity to wear the suit yesterday and notice that there was damage on the left sleeve, so did not wear it and took it to M&S today for a replacement. They spent some time trying to find me a replacement but no luck so offered me a refund. Now I do not want a refund, all I want is a suit that I bought in the first place to be fit for purpose. Now am I being unreasonable here? I told them that it is unfair on me that I would be refunded £118 and then I would have to spend nearly £190 buying another one because the sale has ended. They obviously do not see this point-of-view. Where do I go from here? Should they not look at this and give me a like-for-like replacement? I am really frustrated and annoyed that when it suits them (excuse the pun!) they will offer a refund had I lost my reciept, they would have only given me store credit! :mad:

vicshippers

Sorry - you bought something in a sale and a month later noticed it was slightly damaged. Is that right?

I'm surprised they entertained refunding you at all, and really impressed with their customer service that they wasted time looking for a replacement for you.

Had it been anywhere else you would have found that most sale items are FINAL...what was the damage on the sleeve? If the damage could have been caused by use, I would have refused to do anything for you and presumed you did it (I'm sure you didn't, but one could come to that conclusion given that it took you a month to find it).

Stores don't offer refunds for people with goods but without receipts because shoplifters would steal things and try and return them for cash...so don't be annoyed by that policy either - it's a necessity.

bbelt

the remedies are repair, replace, refund.

in that order.

ifonlyitwaseasier

desisaver wrote: »

Hi,

I bought a suit in one of the M&S sale towards the end of July consisting of 1 jacket & 2 trousers. I had my first opportunity to wear the suit yesterday and notice that there was damage on the left sleeve, so did not wear it and took it to M&S today for a replacement. They spent some time trying to find me a replacement but no luck so offered me a refund. Now I do not want a refund, all I want is a suit that I bought in the first place to be fit for purpose. Now am I being unreasonable here? I told them that it is unfair on me that I would be refunded £118 and then I would have to spend nearly £190 buying another one because the sale has ended. They obviously do not see this point-of-view. Where do I go from here? Should they not look at this and give me a like-for-like replacement? I am really frustrated and annoyed that when it suits them (excuse the pun!) they will offer a refund had I lost my reciept, they would have only given me store credit! :mad:

yes you are being unreasonable, you have stated they spent some time looking for a replacement and have offered you a refund, many stores would have said you damaged it yourself and told you to go away.

they are under no obligation to offer you a more expensive replacement for the damaged suit. you got the refund and if you son't want to spend the money in M&S then go elsewhere and get a suit.





*disclaimer i used to work for m&s on the customer service desk and have had many [STRIKE]arguements[/STRIKE] discussions with people about why they are not entitled to a refund for xyz that is 6 years old and now doesn't work/has torn/is bobbled*

pinkshoes

As they don't have another one to replace it with (your preferred option), then they are being fair offering a refund.

When buying items in a sale, ALWAYS scrutinise them thoroughly for any damage/faults etc...

As someone else pointed out, many shops won't accept returns on sale items, so you're doing well here. Good old M&S!

Why don't you try one of the NEXT seconds shops which stock all their end of line suits at half price?

freakyogre

desisaver wrote: »

Hi,

Now am I being unreasonable here?

Yes. How do you suggest they replace an item they no longer make? If they've looked and no longer have any stock, there isn't a lot more they can do (apart from what they have already offered which I agree with other posters, is very generous after this long).

desisaver

Thanks for the replies everyone! Always helps to get other peoples perspective and it looks like I am being unreasonable, so I will take it back for a refund. I do still have my receipt and the only reason it took me a month to find it is because I bought 4 suits, other 3 are perfectly fine and it was this suit's turn to get worn!

Thanks again!