Marks & Spencer Gift Cards and refunds - am I being thick??

LondonJax

Honest answers please!

I had some gift cards for M&S given to me for my birthday. As I needed some new clothes I decided to send off via M&S on-line for some and use the gift cards for them. As I'm always between sizes for M&S (don't actually usually shop there for that reason) I ordered two of each item that I knew I may have a problem with fitting - a dress and cardigan. I also ordered some trousers and, as hubby needed some jeans I added those to the order.

Now, the gift cards I had left over amounted to £91. Obviously everything I ordered would take the payment to over that amount so I agreed to them debiting my credit card. The total bill was £213.

As expected, one of the dresses and cardis were too small - unfortunately so were the trousers. These were returned.

I had an email late last week to say they've refunded the £123 for the returned items (thank you M&S) but...they've put the first £91 onto the gift cards and £32 back to my credit card.

The items I kept amounted to £90.

So, my "birthday present" has now turned into a credit card bill of £90!

I've emailed M&S. Got a reply saying they can't credit my credit card as "all refunds go back to the original method of payment". I rang the customer services to say my credit card was part of the original method of payment but, after the woman there tried her best, she came back and said their policy is that refunds go back onto gift cards first then credit cards if both have been used. Now, on their website it does say if you use a gift card any refunds will be put back against that but I read that as meaning that if I used SOLELY a gift card I couldn't ask for cash (or credit card) refunds.

If I'd have only used the gift cards I would, obviously, have expected a refund to them. But as I'd also used a credit card I can't understand what the problem is. Surely the refund in that case should be my choice as I used two methods of payment? After all, if I'd just used the credit card I'd have had a refund directly to that - they have done that in the past. They don't send me a gift card for the amount in that case - it goes back to my payment method.

Am I being extremely thick here? My view is that as the purchases I kept amounted to £90 and I had £91 on my gift card any one with half a brain would see that I wanted my own money refunded and the pre paid gift cards used. Why would anyone want to pay for their own birthday presents? The woman on the phone was very sympathetic but couldn't help. So I'm now lumbered with some nice clothes which I've paid for and the blooming gift cards back again!

Next year I'm politely returning any M&S cards - waste of time unless you know you're 100% certain to want the goods or you've only used the gift cards.

Any thoughts?

wealdroam

LondonJax wrote: »

...unless you know you're 100% certain to want the goods or you've only used the gift cards.

Any thoughts?

Yes, here's an idea you have already thought of...

Don't buy anything unless you actually want it.

dmg24

You could return all the items, and then reorder the items you know fit. It is a very longwinded way about it, but will get you the right result!

gemstars

How long have you had the items? Could you return everything, get a full refund and then order the ones which you know fit and pay with your gift card?

Reggie_Rebel

Given that you know there are sizing issues then going to the shop would have been the best option in your case.

LondonJax

Yep, going to the shop would have been the best option but ours is 17 miles away, I don't have access to a car and I have a three year old. That's what on line shopping is made for and why you do have a 7 day cooling off period (which I used - returned them the next day). I just thought, as I had the birthday gift cards, it would be nice to get some decent quality clothes (their sizing may be all over the place but the quality is normally good for the price). If I'd known they did this with the credit card and refunds I wouldn't have bothered and won't again.

Unfortunately I've worn the items I've kept so sending them back is not going to work.

Never mind, I should have just ordered the size I guessed, returned them and ordered again if they didn't fit rather than trying to save a trek to the post office with a pram and a parcel.

I just find it very annoying that M&S, who I've always thought had good customer service, are getting as bad as all the rest.

Well, I certainly won't buy M&S gift cards for anyone - I'd hate them to have to have all that messing about and expense.

liam8282

Probably to stop fraudulent use of gift cards, money laundering etc.

williham

Write off an email to their customer services or ask to speak to a manager, don't just accept that it's their policy.. you need your money back!

LondonJax

Thanks Williham. I'm going to take it up to the next level. I've emailed customer services and called them to no avail. As far as I'm concerned it doesn't matter if the items sent back were duplicates or not. The point is M&S took money from my credit card and the gift cards so I feel I should have the choice from them as to what they refund the money to. I'll let you know how I get on...Fingers crossed. Hubby and I took on BT two years ago and got 6 months line rental free of charge for a complete mess they made of a simple house move transfer so I'm going to get my fighting face on

Mankysteve

Well as there under no legal obligation to refund unless the items are faulty they can set down any condition they like.

mikey72

Every one I've dealt with is the same for gift cards.