Marks and Spencer refused refund with receipt!!

mrcow

uktim29 wrote:

With the faulty theory surely they'd have broke way before 8 weeks?

Now that it's this long the issue then comes into it fo how were they used for the past 8 weeks? I know you'll say it's normal use but faults should become apparent before 8 weeks.

Says who? Or do you work for a footware quality testing lab that you haven't disclosed?

ckerrd

I bought my son M&S shoes once and once only.
They are rubbish, same goes for the shoes I bought for myself.
I always buy him shoes from Next now.
They last him for months, and are still in good nick by the time he has outgrown them.

Coupon-mad

uktim29 wrote:

With the faulty theory surely they'd have broke way before 8 weeks?

Now that it's this long the issue then comes into it of how were they used for the past 8 weeks? I know you'll say it's normal use but faults should become apparent before 8 weeks.[/QUOTE]



No, that's not what the law says, thank goodness!

It's been mentioned once already, but if products become faulty within the first 6 months the onus is on the retailer to prove that they were NOT faulty at the time of purchase. They would find that quite difficult I'm sure.

I reckon M&S HO will see sense here and cough up a refund, as is the OP's statutory right (she doesn't have to accept a repair or replacement).

Nenen

phil_c wrote:

OP- Firstly, and apologies if you have already mentioned this, but may I ask which store refused the refund?

Secondly - apologies on behalf on M&S for the alledged poor service that you received, what you describe is certainly not what our service style is about; which reminds me - with reference to service going down - yes I am not saying things are perfect, but a lot of money has been invested into this area and big improvements have/are being made. In my opinion there are not many other retailers in the same league as M&S than even come close to providing the high level of service that we do.

A quick one to all the posters who claim the quality is not there anymore - think back to the ' look behind the label campaign' - I think this silences the criticisms regarding quality and living off past memories. Being the experts at criticising M&S that some of appear to be I'm sure you will know what this campaign is about...

Thirdly - Refunds are refused for reasons.

You obviously work for M&S and so feel you have to defend them despite all the experiences listed here. It is your opinion that not many other retailers in the same league (whatever that means) come close to providing the same 'high' (LOL) level of service that you do. It is my opinion and experience that M&S level of service has deteriorated considerably during the last ten years and that now they are certainly no better (and often worse) than any other high street retailer.

I have no idea what the ‘look behind the label’ campaign was so can’t comment on that but again my experience clearly shows me that quality of M&S clothes has dropped.

Your third point ‘refunds are refused for a reason’ is just the sort of example of poor service, disrespect and rudeness I am talking about! It implies that anyone you choose not to give a refund to is in the wrong and that the mighty M&S customer services are always right! Maybe you think you can always tell if a customer is lying and that you know only too well the terrible, unscrupulous customers that try to deliberately defraud your store (I was certainly made to feel like a liar). Whilst I accept that there are customers that do lie and/or act immorally/illegally I really don’t think it is in the long term interests of M&S to treat everyone as if they might be trying to do this. For the sake of refusing to replace my husbands shirt (at an actual cost to M&S I would think of less than £10 for what was a £25 shirt) and treating me like a liar you have now lost a customer who used to buy at least 6 shirts per year plus several other items (probably adding at least £200 to your annual profits). Similarly, I guess the OP will never buy her daughter’s school shoes from M&S again. Even if I were to accept (which I don’t) that the OP’s daughter did cause the shoe problem herself by the way that she wore them or that I caused the flaw on my husband’s shirt to appear by the way I washed it, I think M&S would have made far more money in the long term by replacing these items for us than they have done by refusing to replace them.
The consequence is that we will keep reading in the press about M&S profits going down and that M&S will continue to try desperately to revamp its image! I just wish M&S could consider returning to the high quality goods and no quibble replacement ‘customer is always right’ policies that served them so well in the past and made M&S such a huge success!

wigginsmum

phil_c wrote:

A quick one to all the posters who claim the quality is not there anymore - think back to the ' look behind the label campaign' - I think this silences the criticisms regarding quality and living off past memories. Being the experts at criticising M&S that some of appear to be I'm sure you will know what this campaign is about...

Never heard of this campaign. Speaking subjectively as a former customer, M&S clothes standards are pretty poor these days - the last 3 pairs of trousers I bought, the hems came down within 24 hours. Your snottiness (assuming you're actually an employee) doesn't increase confidence in the company, nor will it help to win back customers who have gone elsewhere.

Idiophreak

If shoes break in 8 weeks, I'd deem them as not being fit for the job.

When I was at school, I don't think I ever had a pair of shoes that lasted for less than a year - and my parents couldn't afford M&S shoes.

Tbh I don't think I'd bother returning them, but I'd not shop there again.

mrcow

wigginsmum wrote:

Never heard of this campaign.

Me neither?

Turning_into_scrooge

M&S made the mistake of aiming their goods and advertising at 16 - 25 years olds about 10 years ago they completely wiped out 60% of the population. I never buy clothes in M&S these days i post a skirt or top out to friends in Thailand and get it copied as they have absolutely nothing that would look good on me. Yes they have to go with fashion trends and the trends right now would look hideous on me anyway but if have a skirt copied abroad i am guaranteed that its fits perfect and i have a decent hem on the garment which M&S don't seem to be concerned about any more added to that its not at an inflated price, and just to set the record straight i don't use child labour sweat shops the person who makes my clothes is my future daughter in laws mother, I send her gifts on a regular basis, she loves scottish shortbread amongs other things:)

beca

phil_c wrote:

OP- Firstly, and apologies if you have already mentioned this, but may I ask which store refused the refund?

Secondly - apologies on behalf on M&S for the alledged poor service that you received, what you describe is certainly not what our service style is about; which reminds me - with reference to service going down - yes I am not saying things are perfect, but a lot of money has been invested into this area and big improvements have/are being made. In my opinion there are not many other retailers in the same league as M&S than even come close to providing the high level of service that we do.

A quick one to all the posters who claim the quality is not there anymore - think back to the ' look behind the label campaign' - I think this silences the criticisms regarding quality and living off past memories. Being the experts at criticising M&S that some of appear to be I'm sure you will know what this campaign is about...

Thirdly - Refunds are refused for reasons.

I actually find your post to be quite patronising. You begin by offering an apology "on behalf of M & S" for "alleged" poor service and then go on to completely lay into those of us who criticise the company for that very poor service and quality which you are apologising for. ??

I am a lifelong shopper of M & S goods (and a shareholder) and I think that most certainly gives me the right to say that the quality has deteriorated over the years. I am bemused by your "look behind the label campaign" comment. As stated, I have always shopped at M & S for both food and clothes and I have no idea what you are talking about or why you would think that it would "silence the criticism". The people on here who are criticising M & S are people who have actually experienced the quality of their goods, that gives them every right to have their say.

In response to your last comment "refunds are refused for a reason" - people also tend to take their custom elsewhere "for a reason" !

The OP has a valid complaint. The shoes were not expensive but nevertheless, should have lasted longer.

JWM

I can not believe that some people think that £17 is cheap for kids shoes and that a mere 8 weeks wear before falling apart is acceptable!

Perhaps that is why the quailty of goods is falling - some people are prepared to pay through the nose for rubbish.

OP you are quite right - 8 weeks is simply not an acceptable lifespan for a pair of shoes - kids or not.