Marks and Spencer customer services?

Patty_Odore

Hi everyone, this is my first post although I am a regular lurker. I need some advice about my rights re the above.

I bought a very smart expensive blouse from M&S last August; it was from their Portfolio range and cost £39. I washed/ironed it once exactly as per the instructions (and I have a good washing machine) and it now looks like something I piad 5p for from a jumble sale. I asked my local M&S what they thought, and although they wouldn't comment/or refund me in any way, they agreed to send it back to customer services/head office with my comments attached saying that I was not happy with the finish of the material. The reply I got was basically saying how standards are important to them etc, but as far as they were concerned there was nothing wrong with it (and believe me, it really looks dreadful - creased and tatty). I've now sent it back to them 3 times, the final time to the CEO and I am still being fobbed off. In fact they have now said don't send it back again; what a nice bunch of people they are (not)! I really want some justice here; do I ask Trading Standards for help or Consumer Direct? One seems to pass me to the other and the local Trading Standards office where I live just direct me to the Consumer Direct website. It's not about the money, I just would like M&S to admit that the fabric is substandard. Where do I start?

4743hudsonj

Patty_Odore wrote: »

Hi everyone, this is my first post although I am a regular lurker. I need some advice about my rights re the above.

I bought a very smart expensive blouse from M&S last August; it was from their Portfolio range and cost £39. I washed/ironed it once exactly as per the instructions (and I have a good washing machine) and it now looks like something I piad 5p for from a jumble sale. I asked my local M&S what they thought, and although they wouldn't comment/or refund me in any way, they agreed to send it back to customer services/head office with my comments attached saying that I was not happy with the finish of the material. The reply I got was basically saying how standards are important to them etc, but as far as they were concerned there was nothing wrong with it (and believe me, it really looks dreadful - creased and tatty). I've now sent it back to them 3 times, the final time to the CEO and I am still being fobbed off. In fact they have now said don't send it back again; what a nice bunch of people they are (not)! I really want some justice here; do I ask Trading Standards for help or Consumer Direct? One seems to pass me to the other and the local Trading Standards office where I live just direct me to the Consumer Direct website. It's not about the money, I just would like M&S to admit that the fabric is substandard. Where do I start?

Consumer direct is the public liaising face of trading standards. You complain and get advice from Consumer direct and they pass on or refer you to TS who will take action if justified.

Patty_Odore

Thanks for the advice - now I do know where to start.

Cheers,

Patty