Marks and Spencer Returns

Pentoria

We visited the McCarther Glen Outlet in York last week and my husband purchased a Polo Shirt from Marks. When we got home to Lincoln he discovered it was too big so popped into the Lincoln High Street shop to either swap it or return it.

Only to be told that because we had bought it as an Outlet we could only return it there, so I contact their customer complaints service online as got this response.

"We are happy to offer a 35 day returns policy, whereby you are able to return an unsuitable item (exclusions apply) for a full refund within 35 days. However, if the item is bought from a High Street store it must be returned to a High Street store. If the item is bought from an Outlet Store it must be returned to an Outlet store.

It is not a legal obligation to offer a refund for an unwanted item and policies for returning unwanted goods do vary from retailer to retailer. As the stock in the Outlet store is often from several seasons before, a high street store is unable to accept it back for a refund or exchange.

I am sorry we cannot assist further on this occasion."

This wasn't not a bargain bucket item that was reduced to £1.99 it was a plain green rugby shirt that cost just short of £30, that is the same price as the long sleeved stripped rugby shirt on their website today.

I think it is disgusting that they are selling items at the same price in their outlets as their high street stores and website but refuse to offer refunds unless you go the the outlet stores.

Marks customer service is just appalling I get better customer service at Next and Tesco the M&S and certainly wouldn't shop there again.

Googlewhacker

Should have tried it on there and then really surely?

What M&S offer is above the statutory minimum.

MrRedundant

There is absolutly nothing wrong with their stance here. They are offering a more than fair remedy. Marks and Spencers retail stores are separate from the outlet stores as are their systems and so on. It is not unreasonable to expect you to return the goods to the same company you bought it from (i.e M&S Retail). None of the companies listed would be any different i.e Next outlet would want it returned to Next outlet.

Pentoria

It is the same company not a separate company they confirmed this to us themselves, it is listed on their Store Finder on the M&S website

I have been in this situation with an item I bought from Next outlet and they quite happily exchanged it a the local store.

It is a lesson learned and won't be repeated by shopping with them again.

MrRedundant

Pentoria wrote: »

It is the same company not a separate company they confirmed this to us themselves, it is listed on their Store Finder on the M&S website

I have been in this situation with an item I bought from Next outlet and they quite happily exchanged it a the local store.

It is a lesson learned and won't be repeated by shopping with them again.

Your choice. I am sure they won't miss your custom and unjustified complaints. This is why the phrase the "customer is always right" is outdated. It isnt and increasingly shops are becoming victim to unjustified complaints along with the cost and aggrevation involved. Those tops just increase in price!

italiastar

Unfortunately M&S are correct - it is also publicised in the stores. This is just not M&S, but all Outlet retailers - the only thing that I think is wrong is the pricing - people go to outlet centres to save money - this post shoes that this is not always the case.

It's annoying, but shops do not have to refund or exchange non-faulty goods. Some don't offer refunds any more, so check before buying. We're suffering because people have abused generous refund policies in the past - I've got £200's worth of laminate flooring which B&Q won't take back because of a change in policy.

mjm3346

it was a plain green rugby shirt that cost just short of £30, that is the same price as the long sleeved stripped rugby shirt on their website today

Not exactly the same item so a pointless comparison.

Pollycat

I think the response you got back from M&S is perfectly fair.

Why compare Next to M&S? - they are separate companies and set their own returns policies.
Probably the reason that Next allow returns to high street shops for purchases from their Outlet shops is because they don't have changing rooms.

M&S Outlet shops do.

Why didn't your OH try the shirt on in the Outlet shop?

Did you ask about their returns policy before buying?
If not, why not?

If you had asked about returns and had been told that you could return items purchased to any high street shop, I could understand your attitude.
But I'm sure you weren't told that - were you?

Hintza

Why not kjust keep it I'm sure he will grow into it.

Lirin

Ex Next employee- Next high street often wouldn't accept outlet returns. This wasn't to be difficult, it was due to the item being cleared off the High street systems at that point. They couldn't access old stock past a set date, so couldn't return it. Outlets on the other hand would have a stocklist dating back far longer, and could return. May be the same with M&S.

redpete

M&S have one of the most generous returns policies going and somewhat in excess of what they have to provide. I'm amazed they are as generous as they are to be honest.