Marks & Spencers - refund problems

anoneemouse

An item of clothing I bought fairly recently from there has proven to be defective and is unusable.

I did not anticipate any problems in getting a refund for faulty goods. But they clearly don't wish to give me a refund and have refused. I have never had any problems before on the odd occasions they have sold goods that clearly aren't up to the mark but, on this occasion, this is proving to be the case and I wonder if they now have new policies in effect to be less helpful to the customer.

The item concerned has certainly not lasted a reasonable amount of time and I have the receipt to prove when I bought it.

Having had no joy with the shop, I have now decided that it might be my best bet to email whoever is in charge of Customer Services at a national level to try to resolve this.

Has anyone else had to do this? Who did you email? Do you have the email address for them please?

Thank you.

McKneff

In what way is it faulty and when did you buy it.

Did they say why they refused to let you return it.

BlueAngelCV

I always find M&S to be very good with refunds & things.

anoneemouse

It's one of those awkward "You've actually worn some footwear" issues and it was bought within the last year.

McKneff

You are being very vague,

If you want some help, lets have all the details.

anoneemouse

Well...actually...I just want some pointers as to who/how to email an appropriate member of management at national level.

That way I can email them and hope for a fair decision, rather than the one that their local outlet came out with.

So I would appreciate it please if someone could point me in the right direction.

stormbreaker

Last year I took back a pair of my sons shoes as the heel was worn down within a week of wearing. One of the problems I had was that my son has a size 12 feet so often finds difficulty in getting styles he likes, that fit. He liked the shoes so I didn't want a refund or replacement. I wanted them to pay for them to be re-heeled.
The first person I spoke to at Customer services said it was 'wear and tear'. I said if that was the case then the material they were made from was not fit for purpose. To cut a long story short, I eventually spoke to management who agreed to pay for the replacement heel. This heel lasted him the whole of the school year.

sarahg1969

BlueAngelCV wrote: »

I always find M&S to be very good with refunds & things.

With faulty things?

I've always found them more than reasonable if I've just changed my mind, but on the couple of occasions that an item's not come up to scratch, the customer service assistants always seem to take it as a personal criticism.

mynameisdave

THere is no point writing to a national manager for Customer Services. They won't deal will pass it to staff that do that job. If a manager had to deal with everything that was sent in for the attention of a manager then they wouldnt have any time to be a manager.

If you want to email customer services then the address used to be retail.customerservices@marksandspencer.com

Not sure if it still is, but it used to be. And yes, as odd as it seems, that email address is correct retail [dot] customerservices [no dot between the words] @marksandspencer.com

DCFC79

McKneff wrote: »

You are being very vague,

If you want some help, lets have all the details.

well that aint going to happen now is it,

McKneff

Well, if they want egg on their faces, so be it.

All you can do is try to help but hey ho, some people cant be helped.