Marks & Spencers refusing refund on delivery - outrageous liars

oceanic

So i bought a pair of trouser from marks and spencers. The item was posted by them on the 28th july and i'm not sure when it arrived (but i think it arrived on the 2nd monday), but since they were disgusting quality, i returned it through their own royal mail postal service on the 4th of august on the wednseday morning (for which i have the recipts). I tried to contact them online through their website, but no luck terrible website, no returns notification they expect you to go to post office and post it and no way to notify them.

They refunded me the value of the goods, but not the postage.

I asked for the postage to be refunded their customer service represntative lied right to my email face and told me i did not qualify under the DSR.

Thank you very much for your e-mail.

Unfortunately the District selling regulations state if an item is returned within 7 days of recieving it, the consumer is entitled to there delivery charge refunded but in this case the item was not returned untill the 10th and was delivered on the 28th, well out with the District selling regulations so we will be unable to refund your delivery charge.

I hope I have helped you today.

If we can be of any further help, please feel free to contact us on 0845 609 0200. If you are calling from overseas call us on +44 1925 672 317. Or you can reach us by using the following link http://www.marksandspencer.com/contactus

Kind Regards

George Stewart
Marks & Spencer Customer Services
Registered office: Waterside House, 35 North Wharf Road, London, W2 1 NW.
Registered Number: 214436 (England and Wales)

How the hell can that be, they posted it on the 28th and i posted the items back on the 4th, exactly 7 days later, that obviously means i did not have the item for 7 days. As it would have taken a few days to arrive (if i remember it, it took 4 days to arrive).

This George Stewart obviously is a bit of a ****** and is trying to be a smart ******* by fobbing me off.

For a couple of quids they have now permanently lost a customer as i WILL NEVER EVER BUY FROM THESE GUYS AGAIN.

But what i want to know is how the heck do i get my money back? Even though its a couple of quid, i am getting seriously annoyed with all these large companies, who always, always keep the delivery fee's, whether its next, M&S, Very, Littlewoods, they are all a bunch of ******* thieves. ( I'm beginning to despise such blood sucking corporations).

To clarify
28th july M&S post item off
few days later unsure which day it arrives
4th august i post it off back to them
10th august they send me an email saying they processed the refund

I ask for postage to be refunded, george says from the 28th to the 10th is longer than 7 days so its outside of DSR and no refund. yet i didn't receive the items on the 28th, they posted it on 28th.

Esqui

District selling regulations?

Do they have a Bakerloo of Goods Act too?

fluffnutter

Get back to them. You have 7 days from receipt of goods to advise them you wish to return the goods. That doesn't mean 7 days from when they send it to when they receive the goods back. Stick to your guns. M&S prides itself on good customer service so I'd state the facts a little more clearly.

Esqui

And 7 working days, at that

cyberbob

oceanic wrote: »

I asked for the postage to be refunded their customer service represntative lied right to my email face and told me i did not qualify under the DSR.

Why are you assuming they are telling a lie. It just sounds like they do not understand the DSRs. Phone them up and speak in a calm way and explain they are mistaken and under DSR.s you have 7 days to inform them you wish to return not 7 days to return the item. So you would request your original postage be refunded also.

If you do this in a polite and calm way i'm sure you will be refunded.

Equaliser123

How long till we get the "Escalate to CEO and here is his email address" post?

shortchanged_2

oceanic wrote: »

So i bought a pair of trouser from marks and spencers. The item was posted by them on the 28th july and i'm not sure when it arrived (but i think it arrived on the 2nd monday), but since they were disgusting quality, i returned it through their own royal mail postal service on the 4th of august on the wednseday morning (for which i have the recipts). I tried to contact them online through their website, but no luck terrible website, no returns notification they expect you to go to post office and post it and no way to notify them.

Also as a note, you state in your post they were 'disgusting' quality. Does this actually mean they were unusable or faulty?

As if were the case you would be entitled to a full refund including your return costs under the Sales of Goods Act.

oceanic

Esqui wrote: »

District selling regulations?

Do they have a Bakerloo of Goods Act too?

:rotfl:

i didn't even notice that, i wonder if the guy did that deliberately or if he really didn't understand what it stood for. I copied and pasted the email without even realising.

shortchanged wrote: »

Also as a note, you state in your post they were 'disgusting' quality. Does this actually mean they were unusable or faulty?

As if were the case you would be entitled to a full refund including your return costs under the Sales of Goods Act.

Yeah, terrible as in made from artificial synthetic threads that create huge amounts of static, and make your skin itch like crazy, i could tell just from trying to put them on, they were that bad. But i don't think that counts as faulty or unuseable, though in truth for £20 trousers i expected at least mediocrity in terms of quality.

oceanic

cyberbob wrote: »

Why are you assuming they are telling a lie. It just sounds like they do not understand the DSRs. Phone them up and speak in a calm way and explain they are mistaken and under DSR.s you have 7 days to inform them you wish to return not 7 days to return the item. So you would request your original postage be refunded also.

If you do this in a polite and calm way i'm sure you will be refunded.

Companies always lie, that's their nature, they are always looking to save a few bucks and rip off their customers through legal jargon, technical ****.

Anyone with half a mind knows what is fair and unfair, i have met street merhcants in 3rd world countries who have better sense of customer service, just by virtue of trying to be fair. And i did explain it to them and they replied like that with District Selling regulation, by trying to avoid refunding me by being unfair.

Equaliser123

oceanic wrote: »

Companies always lie, that's their nature, they are always looking to save a few bucks and rip off their customers through legal jargon, technical ****.

Anyone with half a mind knows what is fair and unfair, i have met street merhcants in 3rd world countries who have better sense of customer service, just by virtue of trying to be fair. And i did explain it to them and they replied like that with District Selling regulation, by trying to avoid refunding me by being unfair.

To be honest, I think a mistake has been made rather than lies (which sound deliberate).

Calmly go back to them and ask them to revisit the situation.

Hintza

Sounds like you didn't contact them within the 7 day period if the company assume the goods were delivered next day.

Why do so many folk start a thread off with "SO"?