Returns charge for M&S furniture

clarkey3262

agrinnall wrote: »

I was 400 miles away when the order was made but I believe it was done by my sister over the phone using her credit card.

Distance Selling Regs apply then (I would think?). So she would have had 7 days from the day after the day of delivery to cancel the order. She should have kept it for 1 day and told M&S she wanted to cancel. Full refund and if M&S haven't stated that the customer pays for the return delivery in a durable form (email, letter etc, NOT website for example) then they have to pay for the return as well.

As for £100 being resonable, not a chance

vdawson

I had similar problems with charges levied by M&S for returrning goods. I've had lots of conflicting info from them (customer services) and have complained bitterly and requested that they 'get their act together' and compete with Argos/Homebase/Curries etc etc
They definitely charge £100 if you want the item taken back...yes even if the same lorry takes it the same day
AND they won't let you return it yourself to a store that sells furniture
They charge £50 if you cancel close up to the delivery...can't remember exactly if its less than 24hrs
They do not charge if you cancel the day before delivery is due
I THINK IT'S ROTTEN SERVICE FOR A COMPANY THAT SHOULD DO BETTER AND I TOLD THEM SO
Val D

vdawson

PS to above............it's all in the terms and conditions (on a link when you order) if you order online, so no getout I fear

deanos

Cancellations, Amendments, Returns & Refunds

* Ultimately, any changes to your order you make must be notified to us in writing.
* If you amend or change your order, you may find there are changes to your delivery timescale and/or the price you pay for the item (as you’ll be charged the current selling price on the day you amend or cancel the order).
* Once you have taken delivery of your furniture, we will only give refunds in accordance with your legal rights, for example, if the goods are not fit for purpose or as described. Our furniture customer service team can be contacted on 0845 7 624 624.
* If collection of an item is required, we will charge you the cost of collection (up to £100) of which you will be notified at time of cancellation. In addition any delivery charges are also non refundable unless the goods are faulty or the cancellation has been made in accordance with your legal rights.
* If the product does not fit into your home, it will be classed as a cancelled order and costs will be incurred by you.

neilmcl

Seems pretty fair to me.

Sounds like the OP's mother was informed of the £100 charge for collection at the time of cancellation as per their T&Cs and therefore would have been in a position to accept the collection at the rate agreed, or she could have chosen to arrange for the return herself. She chose the former.

Zandoni

neilmcl wrote: »

Seems pretty fair to me.

Sounds like the OP's mother was informed of the £100 charge for collection at the time of cancellation as per their T&Cs and therefore would have been in a position to accept the collection at the rate agreed, or she could have chosen to arrange for the return herself. She chose the former.

In my T&C's it clearly states that anyone who thinks it's fair to pay £100 to M&S should also pay £100 to me.

So pay up neilmcl

Jeff_Bridges_hair

Zandoni wrote: »

In my T&C's it clearly states that anyone who thinks it's fair to pay £100 to M&S should also pay £100 to me.

So pay up neilmcl

you have not posted your full T&Cs before the said transaction so neilmc never signed nor agreed anything with you so your claim is null and void.

neilmcl

Jeff_Bridges_hair wrote: »

you have not posted your full T&Cs before the said transaction so neilmc never signed nor agreed anything with you so your claim is null and void.

:rotfl::rotfl::rotfl:.....

mynameisdave

M&S Furniture is made to order, is it not?

Does that not change the matter somewhat from ordering an off the shelf product? Or is that not considered personal specification.

fluffnutter

A tonne just to put a piece of furniture back on the van that delivered it?! Crikey. Why not phone a couple of courier firms and ask them how much it would cost to deliver the item. If there's a significant difference, it might be worth appealing to M&S. Technically they're not at fault but they might refund some money in the interests of good customer service.