Marks and Spencer refused refund with receipt!!

hammy_the_hammer

it takes a fair old trawl to go right the way through this thread but i will point out something that i think fails to be picked up by most of the posters.
quote from post 1 from OP
"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 OP is actually saying that there's THREE different faults with this one pair of shoes.
now without anyone knowing the facts the shoes can have been used to climb up brick walls in , the child could have been wearing them on a bike and using the shoes rather than the brakes to stop with ..and the child stands on the back of the shoes to take them off as they can't be bothered to undo the velcro/laces.
for every child whose shoes are in good condition you will find one who has destroyed them ( at least ) that's what kids do with school shoes.
"don't play football in them" ...."yeah right mum"
if i worked in the shop i would suspect misuse.
i don't see how the sale of goods act would work in this particular case. scuffing of shoes would suggest abrasion ....by what? should they be brick resistant? angle grinder resistant?

hammy_the_hammer

another point ...the pair of shoes you bought would be the same price now as they were 15 years ago ....what do you think has to give a bit?

cannyscot_2

Actually at 7 weeks (8 less1 hols) for 5 days presuming 8.30-3.30 pm then it costs 7p an hour.-not of course counting the time they wear their gym shoes!!

adult shoes-say clarks £60 worn all year less hols 52-4=48 -7 days a week for up to 12 hours =1.5p an hour

so M&S are not meeting what I imagine is industry standard and value for money.

take them back and complain-their school stuff is abismal-cardy's worn for afew hours a week look horrible after 2/3 weeks.

Plus -is the point of this site not to make retailers take us more seriously and provide better value/service???

hammy_the_hammer

kids shoes used for climbing up walls , kicking tin cans , hoofing footballs, playing various playground games, paid for by parents.
adult shoes used for walking in, paid for by owner.
cost per pence per hour totally irrelevant

cannyscot_2

Daughters generally don't kick footballs, walls are not allowed to be climbed in school,and neither are tin cansallowed in playgrounds or to be kicked. Op stated worn only in school. -my daughters walk 50 yards in shoes , stay in school where no actual playground activities except general jumping running etc are allowed and then only done for 15 mins morning and 20 mins lunchtime!-

so really ! I jump run occasionally climb walls , kick the odd football and step in puddles frequently but expect my shoes to last more than 245 hours =3 adult weeks.


Sorry I disagree -I feel obliged to answer all threads where people don't read the op's point but fire off negative answers.

flossy_splodge

I feel sad that M&S have boxed themselves in in this way or at least a member of their staff has done this. I recently (last week) took back a pair of jeans bought in July and worn probably a couple of days a week since and washed max 4 times. They had developed a hole at one of the belt loop positions. The member of staff I spoke to was fine and agreed an immediate refund but when she spoke to her superior for authorisation SHE was quite unpleasant and implied "what else did I expect after a few months. I asked for the store manager who came quickly, I repeated both the words and the manner of my exchanges with the staff and she was horrified and said they are aware of their current less than acceptable CS reputation and are working hard to improve. She took note and I am sure will have taken appropriate action so I feel you have been very unfortunate in the staff at your store and should MOST DEFINATELY persevere. I agree with previous posters tho that I would go to Trading Standards first if for no other reason than have someone else to look and note the problem BEFORE they are despatched to M&S. I hope their HO deals better with you than the store has done. Good luck.:eek:

jen1

Hi replying to hammy the hammer, Firstly i'm really not that bothered about the scuff marks as with all school shoes it happens even if they are scuff resistant. Secondly my daughter is seven and very much a girlie girl not a tomboy, she does not climb trees play football or anything else like that and certainly wouldn't be allowed to play on her bike in her school shoes!

I drive my daughter to school as i have to go straight to work afterwards so she really dosen't wear them alot and i have always been quite strict to the fact they take school shoes off when they get home. I don't think that the sole should start coming apart after 2 months nor should the strap split into 2.

I was a loyal customer shopping in there nearly every week this is the first time that i have taken something back faulty to M&S so should of been given the benfit of the doubt. I am off tom and i am going to contact TS to see wether i should send the shoes back with the original receipt or photocopy so i will let you all know. Thank you for all your support.

beca

phil_c wrote:

The campaign was and is continued to be marketed very successfully with instore decor, newspaper advertsing, ITV news at ten!

Can the OP post on here the UPC / Barcode number of the shoes. I will be more then happy to check exactly how many pairs we sold as a business and how many have been returned faulty.

Should be interesting I dare say...

Know what - nothing, but nothing, winds me up more than when a company/shop quotes that old favourite "This is the first we have had returned". My response to that is usually "well, there has always got to be a first". It is a ridiculous response. phil_c - it really does not matter how many others are faulty - the fact is that something has gone wrong with this partiuclar pair and the OP should be treated with courtesy and respect as a customer. Your attitude speaks volumes about the drop in customer courtesy at M & S over the years.

And, as I said, I speak as a shareholder which would indicate that my loyalty to M & S goes particularly deep. If I can see it, and I have money invested in the place, and have an added incentive to see them perform well, why on earth can't you. What exactly is your position there by the way. You speak as though you were a manager - are you?

furndire

Make sure you add in your expenses for inconvienience of fuel for going to shop, twice, fuel for going to trading standards, and postage - make sure someone has to sign for them. Also really slate the staff at the store for their lack of customer service.
.

loracan1

hammy_the_hammer wrote:

now without anyone knowing the facts the shoes can have been used to climb up brick walls in , the child could have been wearing them on a bike and using the shoes rather than the brakes to stop with ..and the child stands on the back of the shoes to take them off as they can't be bothered to undo the velcro/laces.
for every child whose shoes are in good condition you will find one who has destroyed them ( at least ) that's what kids do with school shoes.
"don't play football in them" ...."yeah right mum"
if i worked in the shop i would suspect misuse.
i don't see how the sale of goods act would work in this particular case. scuffing of shoes would suggest abrasion ....by what? should they be brick resistant? angle grinder resistant?

I've bought lower and similarly priced shoes for my boys where they've done all the highlighted above and worse and that have still lasted a darn sight longer than 8 weeks.