Marks & Spencer not exchanging a faulty pair of shoes - what should I do?

Noddy1

(for a short summary, please scroll to the end)

I bought a pair of shoes for £60 from Marks & Spencer in late february (expiry refund date = 1/04/2012).

Since then, I've worn them in total about 10 days at work in hospital (I work as a doctor) and they are already totally scuffed up on the inner aspect. To me, the damage looks irreparable.

I took them into the Marks & Spencer store I bought them from and explained the situation, saying that I've bought shoes from M&S in the past and the ones I bought 3 years ago aren't as scuffed up as these new ones have become in a few days.

The first reaction was no, there is nothing that can be done about this. When I said I was surprised since I think there really must be something wrong with the material for it to get damaged so quickly, they got someone who is a shoe "specialist", who took a look and said they were damaged because I'd hit the shoes against something. I said this was odd since the damage was mostly on the inner aspect of the shoes, and was told I must be hitting them against each other. I then told him that I'm sure that must be true since the material would not come off just by itself, but why are these shoes getting damaged so easily when none of my previous shoes have ever been damaged, and my last shoes are only now looking as bad as these do?

They then asked to look at my receipt and looked unexpectedly surprised, and went away to discuss my case. They then came back and again said that there was nothing they could do.

The reason why I was so surprised is that my mum has had a similar problem before and was the one who originally told me to do this. Apparently, she bought shoes that became scuffed up very quickly but didn't know she could go back to the store for an exchange. About 6 months later she happened to be there again and mentioned it to the store rep, who said she should have come back when it first happened for an exchange. The store rep then exchanged my mum's shoes there and then.

So in summary, they are not accepting an exchange for a recently bought pair of shoes that have become heavily damaged within just 10-15 days of wear. I'd like some advice on how I should take this further? Can I try visiting another M&S store? Or is there someone I can contact?

cagsd

Wow, that's very unusual for M&S. They're usually great about exchanging or refunding faulty goods, even without a receipt - we were in a similar situation when my son's brand new school shoes came apart at the sole after only 2 weeks wear, I'd bought them in the summer and lost the receipt but they just agreed that they were faulty and gave me a full refund! I'd suggest either contacting M&S head office or trying at another store.

Noddy1

cagsd wrote: »

Wow, that's very unusual for M&S. They're usually great about exchanging or refunding faulty goods, even without a receipt - we were in a similar situation when my son's brand new school shoes came apart at the sole after only 2 weeks wear, I'd bought them in the summer and lost the receipt but they just agreed that they were faulty and gave me a full refund! I'd suggest either contacting M&S head office or trying at another store.

well yes, my mum says they were helpful to her as well roughly 6 months after purchase.

I don't know why, maybe because I'm young and was dressed in casual clothes they weren't so helpful :S. I really just don't understand why they were so negative.

Maybe I'll try at another store then, it's a bit of a hassle as this one is just down the road from me, but I guess I'll have to.

Mrs_Dizzy

I took a pair back after 2-3 weeks if not longer because one squeaked when i walked. Did you speak to the store manager. Maybe if you put on an older pair of shoes when you take them back you could point out that it has not happened to those ones so it isn't caused by the way you walk.

steveo3002

try an alternate location , you might have found a jobsworth

chesky369

Write to the chief executive at head office.

markdavey

steveo3002 wrote: »

try an alternate location , you might have found a jobsworth

I second this suggestion. Try another store.

Noddy1

Thanks for the advice. I've ordered a new pair of shoes now, so when I go to pick them up on Friday I'll ask again if they can do something for me and I'll ask to speak to the store manager.

If it doesn't work, I may try visiting another store on the weekend.

hamish222

Noddy1 wrote: »

I don't know why, maybe because I'm young and was dressed in casual clothes they weren't so helpful :S. I really just don't understand why they were so negative.

My mum took back some shoes to marks as had stretched after she had wore them a few times. But had been months as hadn't worn them straight away. Cashier had said just need to check with manager. I was browsing at time and happened to be where manager was when cashier came over to speak to him. (she didnt know I was with mum) When she asked him? He said how does she look? Cashier said she is very well dressed and wearing a nice coat. Straight away he said give her full refund. Mum was more delighted about being described as well dressed than getting her cash back.

s_b

hamish222 wrote: »

My mum took back some shoes to marks as had stretched after she had wore them a few times. But had been months as hadn't worn them straight away. Cashier had said just need to check with manager. I was browsing at time and happened to be where manager was when cashier came over to speak to him. (she didnt know I was with mum) When she asked him? He said how does she look? Cashier said she is very well dressed and wearing a nice coat. Straight away he said give her full refund. Mum was more delighted about being described as well dressed than getting her cash back.

that just reiterates why im a die hard matalan shopper now
brother bought a £36 coat from marks i bought same coat from matalan for £7 his zip broke before mine he took his back and they changed it,i threw mine away and wore replacement 2 i still had another 3 in my stock
his second one broke its zip and he then agreed matalan is suitable for work clothes and a proper money saving option

marks are now too expensive and are living on their past laurels

kerri_dfw

Know your rights, consumer rights act of 1979 states that a product should be of acceptable quality and last for a reasonable amount of time:

Your consumer rights

When you buy an item from a trader (eg a shop or online shop) the law says the item must be:

• of satisfactory quality – last for the time you would expect it to and be free of any defects
• fit for purpose – fit for the use described and any specific use you made clear to the trader
• as described – match the description on packaging or what the trader told you

If an item doesn’t meet any of these rights, it is faulty and you will usually have the right to a:

• repair
• replacement
• refund

These rights apply to most items you buy from a shop, including sale items. You may have additional rights to these if you have a warranty (see link below).
If the trader makes a fault known to you and you buy the item, you can’t return it unless you discover a different fault.
You have fewer rights if you buy your item from a private seller, eg in an online auction or from a newspaper advert. The items only have to match the description given by the seller and be theirs to sell.
You also have rights if you buy a service or sign up to a contract, eg if you a hire a builder or join a gym (see link below).

http://www.direct.gov.uk/en/Governmentcitizensandrights/Consumerrights/Yourconsumerrightswhenbuyinggoodsandservices/DG_182935

Go back to the store, tell them you know your consumer rights and if they refuse demand to speak to a manager.