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

Mrs_Dizzy

Noddy1 wrote: »

I sent the following email to M&S and await their reply. I'll let you know how it goes.

Good for you standing your ground. Good luck:)

cagsd

Excellent email, I hope it gets the required response from HO, I can't believe how rude they were to you in the store!!!! Good luck x

Charliezoo

Glad you're not giving up OP, really hope you get somewhere with this.

Please let us know how you get on.

Noddy1

Wow, thanks for the support!

I got an email today apologising for what happened, saying M&S is known for excellent customer service, and that they are disappointed I did not experience this. She said that they have spoken to the store manager and he will review the incident.

She wants me to mail her my shoes so she can see them and find out what's gone wrong.

To be honest, I think I've made a mistake because now if I ever go to the M&S on high st ken, they're all going to hate me... lol. Oh well, I guess I'll have to find somewhere else for next time!

Mrs_Dizzy

Noddy1 wrote: »

Wow, thanks for the support!

I got an email today apologising for what happened, saying M&S is known for excellent customer service, and that they are disappointed I did not experience this. She said that they have spoken to the store manager and he will review the incident.

She wants me to mail her my shoes so she can see them and find out what's gone wrong.

To be honest, I think I've made a mistake because now if I ever go to the M&S on high st ken, they're all going to hate me... lol. Oh well, I guess I'll have to find somewhere else for next time!

I bet they wont even remember what you look like as they have that many people going through the store & you are mailing them to head office:)

Blether

Noddy1 wrote: »

Wow, thanks for the support!

To be honest, I think I've made a mistake because now if I ever go to the M&S on high st ken, they're all going to hate me... lol. Oh well, I guess I'll have to find somewhere else for next time!

Far from it they will give you the red carpet treatment in case you send another complaint. Although nearly all my shoes are M&S footglove they are either bought at the manager's reductions or at a local market as seconds as they don't last anywhere near as long as they used to.

Noddy1

Here is an update:

My plan was to pick up a new pair of shoes tomorrow, which I ordered online, and mail my defective shoes to the M&S exec office person on the same day.

However, today I came home and noticed that the sole of my left shoe had almost split in half! These shoes must be extremely bad quality, even though they cost 60 pound.

I took it back to m and s in high street kensington and met a completely different person. She just asked me what the reason for the refund was, I pointed out the sole, and she refunded me, no questions asked.

After this demonstration of how poor quality m and s shoes have become, my plan is to return the shoes I pick up tomorrow as soon as I receive them. I'm now on my way to a shopping centre to buy another pair of shoes from another shop.

Mrs_Dizzy

Noddy1 wrote: »

Here is an update:

My plan was to pick up a new pair of shoes tomorrow, which I ordered online, and mail my defective shoes to the M&S exec office person on the same day.

However, today I came home and noticed that the sole of my left shoe had almost split in half! These shoes must be extremely bad quality, even though they cost 60 pound.

I took it back to m and s in high street kensington and met a completely different person. She just asked me what the reason for the refund was, I pointed out the sole, and she refunded me, no questions asked.

After this demonstration of how poor quality m and s shoes have become, my plan is to return the shoes I pick up tomorrow as soon as I receive them. I'm now on my way to a shopping centre to buy another pair of shoes from another shop.

Have you emailed head office to let them know as I'm sure they will want to compensate you for your distress & inconvenience;)

KateLiana27

I've been an M&S customer for years but have been really disappointed with them recently - both the quality and the service. The stores are like a jumble sale, the quality control is useless (bought three supposedly identical T-shirts in different colours, and only one fit!), and the customer service is awful. I recently waited 25 minutes in the queue to return something and had the pleasure of listening them to interrogate and scold each customer in turn... I could see them enjoying the power trip, and actively searching for reasons to avoid a refund/exchange.

I think after years of a generous (lax?) refund policy, they've gone too far in the other direction and treat every customer as if they are a scammer. I wouldn't mind putting up with it for decent goods, but I've had quite a few of their things fall apart on me recently. John Lewis for me thanks.

smackson

Write to head office...If you've gone out of your way to write to them, they realise that you're not happy and more than likely will compensate you.