M&S - Refund on .com order in store incorrect

dollywops

I returned 2 items out of 3 on 1 order and everything but 3 pairs of knickers on another order in store yesterday. As the delivery note does not give prices, I was unaware that the refund was incorrect.

When I got home, I checked my account and could see the refunds had already been applied, and could quite clearly see that I had been refunded incorrectly.

Order 1 - I was diddled out of 67p
Order 2 - I was diddled out of £5.73

Both orders qualified for 1p delivery and I had not used any codes.

Order 1 - I was left with a pair of trousers which cost £12, -VAT reduction, £11.70, but with the refund, I was left paying £12.37.

Order 2 - I was left with 3 pairs of knickers costing £10, - VAT reduction, £9.75 but with the refund, I was left paying £15.48.

At first, the young man tried to tell me it was because of the delivery charge and also because the knickers were 3 for £10. When I asked to speak to a manager, there was no-one available. The young man offered me a £5 gift voucher to be credited against my next on-line purchase. When I told him, that did not cover what I was owed, he increased it to £10, which is now on my account.

I obviously wanted the money back I had been under-refunded, but there has to be a problem with their computers, surely.

MRSTITTLEMOUSE

Did you use any voucher codes as when I took a cardigan back from a large order on which I had used a £10 voucher code they took the £10 off the price of the cardigan and refunded me with £49 instead of the actual price of £59.
I've had a few confusing refunds at M&S recently.

NEH

Same here I had a confusing refund recently too, one of the problems being the penny bazaar had thrown the prices out.....I queried it and they corrected it but by so many pennies too much and I haven't been able to sort it out since...Not sure who i ring now and say btw the way you refunded so many pennies too much....

rsykes2000

I thought when you order from them online, you do get a paper statement which has all the charges on it - I certainly got one last time I ordered earlier this year. When you show this instore they refund you the amount you paid. If you don't show this, they refund you the amount they are currently selling things for, which can be lower. I'm sure it mentions this on the statement.

NEH

rsykes2000 wrote: »

I thought when you order from them online, you do get a paper statement which has all the charges on it - I certainly got one last time I ordered earlier this year. When you show this instore they refund you the amount you paid. If you don't show this, they refund you the amount they are currently selling things for, which can be lower. I'm sure it mentions this on the statement.

My statement didn't have the price listed, never has done......There is an email that comes thourgh but you can't use this to return the items to store...

dollywops

rsykes2000 wrote: »

I thought when you order from them online, you do get a paper statement which has all the charges on it - I certainly got one last time I ordered earlier this year. When you show this instore they refund you the amount you paid. If you don't show this, they refund you the amount they are currently selling things for, which can be lower. I'm sure it mentions this on the statement.

The delivery note shows no prices. When they do a refund in store, they have to scan the delivery note and this actually tells them the price you paid, so even if an item has been reduced you will be refunded what you paid.

I also did not use any discount, money-off or points codes on either order.

I think it was the delivery charge of £3.50, then the refund of £3.49, making a 1p delivery charge, which caused the problem. However, the figures still did not add up.