Marks and Spencer refused refund with receipt!!

jen1

Hi, I brought a pair of shoes for my 7yr old daughter to go back to school and after having the shoes for two months the shoes are falling apart!
The sole has started to come away the front are really scuffed and the velcro strap has split in two. The shoes cost £17 and were supposed to be scuff resistant. I took the shoes back to my local M&S with the receipt to get a refund as i feel my daughter shoul have at least 6 months of wear out of a pair of shoes.
The assistant said that they had not had any others back yet and that he would need to speak to the manager fair enougth, But when he was on the phone he told the manager he didn't like the look of them.
The assistant took the shoes upto the manager and then came down saying she had refused the refund, I asked to speak to the manager which he replied she is busy!
After asking for head office number and pointing out that i would let them know she was too busy too speak to me she came down. Here are the reasons she refused my refund.
Apparently my child has had a good wear out of them buy wearing them too much! My reply they are school shoes don't advertise them if they are not to wear them to school everyday!!!!! Also my daughter has other shoes to wear 4 playing out and weekends these shoes were 4 school only.

Then she said it's not how many times she has worn them but how she has worn them. I replied she is seven yrs old how other way is she sopposed to wear them!!!

I work in retail and if i had a customer come back with a pair of school shoes with a receipt i wouldn't even question it. What do you think?

Anyway i have phoned h office and they want me to send the shoes and the receipt to their h office do you think this is right and do i send original receipt or photocopy it?
Anyone please help!! Thanks

deanos

Can you try another m+s store nearby ?

I hate managers that just deligate and dont face customers :mad:

Astaroth

If they havent had any other shoes brought back with a problem it does understandably start raising questions of why hundreds/ thousands have had reasonable months wear out of the shoes and yet one person has a pair that has developed multiple faults.... is that 1 person very unlucky, is it due to simple neglect or is the customer doing something underhand (eg bought the same shoes last year as well and return last years shoes which are now worn out under this years receipt)

You could try another local M&S and see if they have a manager that is more lenient/ customer friendly/ doesnt care enough to argue.

If you send it back to M&S H.O. I would keep a photocopy for yourself and return them by recorded delivery.

wigginsmum

Personally I think you've got a cheek trying to return shoes after 2 months.

deanos

wigginsmum wrote:

Personally I think you've got a cheek trying to return shoes after 2 months.

No way, shoes should last longer than 8 weeks

aurora_borealis_2

I think that M&S are getting far less lenient with returns, generally.
I was in store the other day and a lady was trying to return at least 6 tops. All still labelled etc. There was a big fuss and argument because the assistant refused the refund saying she could smell cigarette smoke on them and they were therefore unsaleable.

Hugely embarrassed lady said that she couldn't understand why they would smell of smoke but M&S wouldn't budge at all. No refund.

wigginsmum

deanos wrote:

No way, shoes should last longer than 8 weeks

Depends on how they're worn. I mentioned this to DH and a housefriend, both of whom have children, and they said they wouldn't expect cheap shoes for kids to last that well and there are too many variables in terms of how the kids wear them.

davsidipp

yes m&s are right not to refund the shoes as they are well worn and what child keeps shoes longer than two months mine never.

kuohu

In my opinion, a pair of £17 shoes from a reputable store like M&S should definitely last for more than 2 months, no matter how they are being worn.

jimsmum

id personally send the shoes and copy of receipt to head office like theyve asked.in my opinion a pair of shoes that cost £17 should last much longer than that.

davsidipp

kuohu wrote:

In my opinion, a pair of £17 shoes from a reputable store like M&S should definitely last for more than 2 months, no matter how they are being worn.

not on a seven year old 17quid is cheap for childs shoe i would not expect them to last more than 2months and if she has knocked them about i would not have took them back i would have been a bit embarresed.