distance selling regulations M&S

Lovebeingathomemum

Can anyone advise me how to approach this.

Bought a TV from M&S online. Delivered 2 days ago but the picture quality is awful.

My confirmation email from them states under distance selling regs I have 7 working days to return the goods.

I have just rang them and they said fine but there is a £100 collection charge! How can they do this? There is no mention of it anywhere in the refunds and returns policy and I am appalled I am expected to pay £100 and will have absolutely nothing to show for it.

They say I can't return the item to a store as it is technology.

The only other option they have given me is to report it to the technical team as faulty and if they deem it faulty it can be returned free. However, I am unsure that poor picture quality counts as faulty.

Also, they claim it is 7 calendar days to return the item, which gives me until Thursday but the technical team aren't back in until Tuesday which dosen't give me a whole lot of time to sort the issue out. I thought under distance selling it is 7 working days??

I am absolutely hopping about this and would appreciate any advice at all. To be honest, I didn't expect to have any problems with a company like M&S

halibut2209

You have 7 working days, so bank holidays and weekends won't count.

If their website says that you have to pay for returning the goods under DSR, then you need to do that and it is your responsibility to return it. If it doesn't state that, then they are liable for the cost of returning

Optimist

It is 7 WORKING days.

Their terms do state that you pay for the return for items over a certain size.

Can you define "poor picture quality" and have you ensured that it isn't your aerial.

dmg24

When you use our prepaid label, postage is free from UK addresses for parcels under 5kg in weight and 61cm x 46cm x 46cm in size.

http://help.marksandspencer.com/faqs/returns-and-refunds/how-to-return-items

Meepster

Just to add:

You have 7 WORKING days to inform them in writing (either by letter or email) that you wish to reject the goods under the Distance Selling Regulations. The goods do NOT have to be returned to them within these 7 days.

wealdroam

Meepster wrote: »

Just to add:

You have 7 WORKING days to inform them in writing (either by letter or email) that you wish to reject the goods under the Distance Selling Regulations. The goods do NOT have to be returned to them within these 7 days.

Those seven working days start with the day after delivery and do not include Saturdays, Sundays or public holidays.

OP, they do mention the (up to) £100 charge to collect in their T&Cs.

halibut2209

Then you should arrange your own re-delivery. It will certainly be a lot cheaper. Shame on M&S for such a rip-off

DCFC79

What do you have connected up to the tv to determine its a awful picture, have you tried a second cable if is a stand alone dvd player or a freeview/freesat box

mo786uk

send it back yourself under DSRs and pay a lot less than £100

Or claim tis faulty under the SOGA and dont pay anything

arcon5

ParcelMonkey have a CityLink 24hour service for £7.02 inc vat.

After repackaging it, personally I would wrap looooooads of bubble wrap around the wrap with brown paper to ensure it arrives safely.

visidigi

be warned, no parcel monkey, parcel2go or interparcel services will cover you for the delivery of a TV screen - its retailer risk with such devices which is usually why fees are like what they are.

defintely check image source - also if the TV is sold elsewhere then I would advise to go and see it in store to see if the image is equallly as bad - if its not you know the TV is either faulty or your source is poor - if you are connecting it via scart then...well put it this way...its not the TV thats poor