Marks and Spencer refused refund with receipt!!

Gem_

On the subject of how long school shoes should last - I am currently wearing the boots I bought for high school (ie age 13 / 14). Now in my mid twenties ...

That is value for money! Got them from D.Perkins by the way.



Good Luck with M&S, I really agree you have been cheated in this instance.

hollydays

Contains_Mild_Peril wrote:

Reasonable by today's standards, yes - it's pretty much the same as most other major retailers' policies. My point was that in the good old days, M&S's refund policy was exceptional, above and beyond what any other High St chain offered, and it was one of the reasons customers loved the shop. Admittedly, a few customers took unreasonable advantage, but it was still a huge selling point, probably more so than bosses ever realised. Nowadays, their returns policy is bog-standard, as is the quality of much of their merchandise.

It wasnt a few customers who took advantage,it was the heroin-using non-customer.

Contains_Mild_Peril

One solution to the problem of thieves "returning" things they never bought would be to attach security tags to everything, or at least everything expensivish.

edda

Hi jen1

What have you decided to do and how are things progressing with your problem?

hollydays

Contains_Mild_Peril wrote:

One solution to the problem of thieves "returning" things they never bought would be to attach security tags to everything, or at least everything expensivish.

Stores such as HMV already do-but it doesnt stop it.It puts off some but there are 101 methods to get the tag off or bypass the system.

It also is useless against people who buy using a stolen cheque or credit card ,then return the goods(with no receipt) for a cash refund.Thats why receipts have become so important.

teedy23

I agree it can be difficult for staff to know who,s genuine, but does this mean we are all guilty until proved innocent. This cant be the way to progress surely. By the way I agree with the lady with the shoes, they should last longer than that!

jen1

Hi, I emailed M&S with my complaint on friday which they have replied. Sorry for the way you have been treated and that they have contacted the store in question and have spoken to the store manager of which he is not v.happy and is looking into retraining. Obvously i mentioned the sa and managers name in my email,
They also have asked me to forward shoes to them which is a bit of a prob as i managed to take them back to another store on sunday which they never even questioned. I did feel a bit like a criminal even though i had a receipt, But i am glad that the Manager will think twice about refusing a refund in the future.

edda

Well done jen1 - glad you got a result (even though it took some persistence) :beer:

milkydrink

I'm really surprised Marks has refused an exchange/refund on these shoes, I'm always really impressed with Marks customer service.
I returned a pair of jeans because the stitching was begining to come away on one of the back pockets (they were a couple of months old & I didn't have the reciept). The price came up as something silly like £3, because they had been marked down in a recent sale. I said I wasn't lucky enough to get them in the sale, they gave me a cash refund for the full amount paid & I went downstairs & bought a replacement pair.
A couple of years ago my daughter had a pair of diamante shoes from Next, the strap went. They were nearly a year old, but only worn a few times. You could tell they were hardly worn. I returned them, again no reciept & the price on the system was something silly because of a sale. They refunded (in vouchers) the full amount, she bought another pair almost the same.

When my daughter was small I always bought her KICKERS for school, they are pricey, but so well made & sensible. They are smart too. She won't wear them out, kids grow out of Kickers. They are about £50-£60, & last till outgrown :-)

Kim

jamstaruk

i agree and dissagree with some post the main one the shoes receipt shoes not lasting a defo refund some of others no, a shop does not need to take back ANYTHING just because you dont like it if you open it no one else will buy it(would you?) i work in retail and if someone just doesnt like(opened) it i may refund it less the 20/30% discount i would have to take off item for someone else to buy it if unopened i dont have a problem