M&S returns with missing receipt but card or bank statement

property.advert

Has anyone any experience of returning anything to M&S recently when you cannot find the receipt but you have the card or bank statement showing the purchase ?

I know John Lewis are fine with this but M&S has been changing all their policies of late.

As far as I am aware, a copy of a statement showing the purchase is acceptable proof under UK law but I don't know what M&S thinks about it.

raspberry_3

unlikely as your bank statement won't show what the item was and how much you paid, the biggest problem M&S have is when things go down in the sale and they have no idea what someone has paid

LittleMissRolo

Word of mouth stands as proof in a court of law if you wanted to take it that far.

You can use a bank statement or ask them to check the CCTV as proof of purchase on that day then they can go over their price history records to see how muhc you will have paid on that day

karenx

Suppose it may well work if it was just the 1 item you bought as the price will be the same, but if you paid for a few items in the one go it wont

property.advert

raspberry wrote: »

unlikely as your bank statement won't show what the item was and how much you paid, the biggest problem M&S have is when things go down in the sale and they have no idea what someone has paid

Er.... the statement would show the date, time, amount paid and all the store relevant information which M&S passes to your bank to put on the statement, such as store location etc.

John Lewis will accept this, as will many many others. I just want to know about experience with or knowledge about M&S.

I actually consider it greater proof of purchase than some receipt.

beth464

property.advert wrote: »

Er.... the statement would show the date, time, amount paid and all the store relevant information which M&S passes to your bank to put on the statement, such as store location etc.

John Lewis will accept this, as will many many others. I just want to know about experience with or knowledge about M&S.

I actually consider it greater proof of purchase than some receipt.

I worked at M&S last Christmas and we didn't accept bank statements as proof of purchase because like Raspberry said, it won't show what the item was that you bought.

jaymac_2

You'll get a credit note without a receipt but that's no good if the item has been reduced since you bought it.(Useful though if it's not been reduced and you're outside the 35 days)
In the past they've accepted a printout of my online order when |I've lost the receipt. When you print it out it comes up with a barcode.

property.advert

beth464 wrote: »

I worked at M&S last Christmas and we didn't accept bank statements as proof of purchase because like Raspberry said, it won't show what the item was that you bought.

Well, having no receipt at all hardly shows that you didn't just waltz from the clothes rail to the returns counter and yet they will give you a credit voucher we all agree !

I think on balance, M&S would not want to push things if a customer has a bank statement which shows a payment to M&S for the right amount on the right day. I think M&S might have to drag computer records up to try and disprove his claim. Then there would be the question of false advertising as the customer does have proof of purchase.

I do appreciate the hands on experience though, thank you.

raspberry_3

property.advert wrote: »

Er.... the statement would show the date, time, amount paid and all the store relevant information which M&S passes to your bank to put on the statement, such as store location etc.

John Lewis will accept this, as will many many others. I just want to know about experience with or knowledge about M&S.

I actually consider it greater proof of purchase than some receipt.

am assuming this is just an item you have changed your mind about rather than something faulty? if so then I shouldn't think they would go to the effort of looking up your transaction as refunds are purely a matter of goodwill

property.advert

If something is faulty then they have to issue a refund by law, so no !!!!!footing around there. The thing is that from being the most generous for decades, I think they have got some things wrong and the staff don't know where to turn what with all the changes.

The bottom line is that they know it came from their shop due to the label. They will pay out vouchers so they are agreeing that you didn't steal it. The next stage is a refund and I think having already established what they will do with no proof, that they should refund from a statement.

Think of an instance where you buy something for £200, knowing that you can change your mind. You take it back the next day but someone pickpockets you on the tube. You get to M&S and customer service says that the price has today been reduced to 50p. So not only can you not have a cash refund but you can only have a 50p credit voucher. You produce your statement and they say sod off.

The above takes things to extremes but the situation is exactly the same. I am not sure M&S can just decide to give you back any amount they choose and I think they have to honour the entry on your statement as a receipt for refund purposes. Not to do so flies in the face of the position taken by all the other major retailers who M&S states they are ahead of in customer service and particularly refunds.

karenx

I used to work in M&S and theres a function on the till if you put in the code it comes up with all the different prices it has been and on what days it changed. IE for before the sale and when it went into the sale then reduced further. So if it was an item that went into sale if you had a bank statement showing what you paid they could look it up on the till to see what the price was on the day. But however, not all transactions on bank statements come off on the same day as purchase or even show the date the transaction was made. So if you bought it a day or 2 prior to a sale the transaction date might show as after the sale started.
Think its all down to the SA you get on the day though. Some are more tight than others. Some just want to issue a credit note etc straight away with no fuss. Others might call a manager