Marks and Spencers Poor Customer Service

BewareOfMarks

:eek:I purchase a Suit recently and on the first day that I wore it I noticed that the hem on the trouser leg had dropped and as the day wore on I noticed that it was almost completely detached and a small thread hanging from it. I then returned to Marks and Spencer Mable Arch London and tried to exchange the faulty item for a replacement and I was told that I could not get an exchange (not a refund remember) in fact the floor manager told me that this was how it was supposed to be!! in that the hem was loosely stitched in case one wanted to adjust the length. I pointed out that this defeated the "Ready to Wear" principle and why would M&S sell varying length of trousers if this was the case I also pointed out the danger of tripping and said the the goods were not fit for purpose I also pointed out that a person might want to adjust buttons on say a shirt cuff and asked were they too loosely stitched ..., She did offer to repair the trousers which I stupidly accepted and to make matters worse I had to buy another pair of trouser in the mean time as I had to use the suit the next day. I returned to collect the repaired trousers and noticed that the label inside the trousers had been smeared (black ink ) and when I asked the floor manager I was told that this was to indicate and alteration/repair and to indicate to the returns department that this item was repaired(and I expect to discourage returns).

My question is are they correct ? I described the situation to a lady in the returns department and she confirmed that this was the case !! and that if you wore the item that you could not return it anyway but surely people could have tried the trouser on before I bought it I meant you have to try something on so by definition you would have used it and so negated there returns policy.

Also I had the inconvenience of having to travel to the shop three times all because of shoddy goods bad show M&S really bad

DVardysShadow

Replies on this thread

mountainofdebt

Whilst this may not be the answer you want to hear does this really feature on your radar......have you that little in your life to worry about that you've had to spend time posting this?

When the same thing happened to my son's trousers I simply got out the needle and thread and stitched the hem up myself. Took less than 30 mins to do and I moved on with my life.

Trying on (presumably in a changing room) is not the same as wearing it - get a grip.

btw can't believe I've spent 5 mins of my life that I'll never get back again replying

KimYeovil

Of course you have to adjust the length of a pair of trousers to suit. What a crazy complaint.

Stick to shellsuits and hoodies if you are going to embarrass yourself in the grown-ups sections.

rl290

It is slightly unclear what the issue is here. However, it sounds like the hem was meant to be loose, so that you can adjust. M&S Marble Arch have excellent customer service (I use them a lot), and would certainly have replaced the item if it was a defect. The fact that several staff members tried to explain this to you should indicate that it is you who is at fault.

Alternative answer:
Sue them for all they're worth.

UK2010

Beware of people who have the company they're complaining about in their username!

BewareOfMarks

mountainofdebt wrote: »

Whilst this may not be the answer you want to hear does this really feature on your radar......have you that little in your life to worry about that you've had to spend time posting this?

When the same thing happened to my son's trousers I simply got out the needle and thread and stitched the hem up myself. Took less than 30 mins to do and I moved on with my life.

Trying on (presumably in a changing room) is not the same as wearing it - get a grip.

btw can't believe I've spent 5 mins of my life that I'll never get back again replying

Well the forum etiquette states "Pls be nice to all MoneySavers. There's no such thing as a stupid question, and even if you disagree courtesy helps."

But thanks for taking the time to answer.

But just a little background here I own another M&S suit that I bought at their superb branch at the Westfield center so I knew the exact size that I would need. I am lucky in that I can find the correct sizes that fit without the need for adjustment.

I did however try the items on at M&S Marble Arch and the length was correct.

My other M&S Suit did not come in kit form as the answers to my question suggest so my expectation was that this one would not either.

But if fault is defined by normal use in that I did have to place my foot followed by my leg into the trouser leg and I did walk in them them then guilty as charged!!

If it is the case that you should have the hem cuffs buttons etc re-stiched into place even if your are happy with the fit then M&S should make this clear at the point of purchase.

BewareOfMarks

KimYeovil wrote: »

Of course you have to adjust the length of a pair of trousers to suit. What a crazy complaint.

Stick to shellsuits and hoodies if you are going to embarrass yourself in the grown-ups sections.

Even if they fit ? really are you sure? I find you assumption that I belong to a much vilified section of our multi race community really inoffensive you seem to assume that if a person wears a shell suit or indeed a hoodie that he or she is immediately a bad person I would suggest that you perhaps not judge people by their appearance and perhaps get to know them before making a judgement.

BewareOfMarks

UK2010 wrote: »

Beware of people who have the company they're complaining about in their username!

I expect the moral of the story is
Caveat emptor !!!

mountainofdebt

BewareOfMarks wrote: »

Well the forum etiquette states "Pls be nice to all MoneySavers. There's no such thing as a stupid question, and even if you disagree courtesy helps."

But thanks for taking the time to answer.

But just a little background here I own another M&S suit that I bought at their superb branch at the Westfield center so I knew the exact size that I would need. I am lucky in that I can find the correct sizes that fit without the need for adjustment.

I did however try the items on at M&S Marble Arch and the length was correct.

My other M&S Suit did not come in kit form as the answers to my question suggest so my expectation was that this one would not either.

But if fault is defined by normal use in that I did have to place my foot followed by my leg into the trouser leg and I did walk in them them then guilty as charged!!

If it is the case that you should have the hem cuffs buttons etc re-stiched into place even if your are happy with the fit then M&S should make this clear at the point of purchase.

I'm sorry of my answer wasn't the one that you wanted but tbh your gripe is so petty that it really did warrant my reply.

Your suit did not come in kit form (so whose being scarcastic now?) poorly finished perhaps but nothing a needle and thread wouldn't have cured.

As I said put it into perspective and move on.............

pinkshoes

I think the response from M&S was pathetic. They don't just half stitch their trousers so you can adjust them, these were clearly faulty.

I would be writing to head office to complain. You certainly shouldn't have had to buy a new pair. I would let them know that unless they refund the faulty pair (as you've now had to buy a new pair), then you will no longer be shopping in M&S.

M&S's customer service has gone massively downhill in recent years, although it does depend on the store in question.