Marks And Spencers...and Refunds!

Turning_into_scrooge

Sofa_Sogood wrote:

Ooops, sorry Turning-into_scrooge.

I only picked your quote because it related to returns and time lengths

]No probs sofa_Sogood

BigKisses

Thank you for the replies:)


I have decided I will write to the Chief Executive.I'm still deciding whether to send the slip with my letter so that he can see the damage or to just state in the letter that I'm more than willing to send the slip to him to see if they can ascertain exactly what did cause the damage.Or I guess I could post some pics of the marks and cuts on here to see if anyone "in the industry" has any ideas what they could be from.On closer inspection the marks seem to be almost like cuts that have not gone all the way through the material,but have taken off the top layer of the material rather than cutting completely through it

Mango

I really hope you get a quick and decent response from M&S BigKisses. I once had a really embarrassing experience returning a top (which I had never worn)to a shop (not M&S). The sales assistant actually sniffed the garment in front of everyone - I would rather they had just asked me outright if I had worn it. They gave me a refund, but I wrote a letter of complaint to the head office and they sent me a £10 gift voucher and a very apologetic letter!!

Good luck!

sunflower_2

i would be absolutely furious !
actually i AM furious just sitting here reading about it

HOW RUDE of her to just turn her back and walk away :mad:

who does she think she is?

i wouldnt send the item back - i would send it straight to watchdog.
things like this make great TV am sure they would be very interested

please tell us which store this was so that we can all AVOID !!!

andyspencerj

which store was this in? I work for M&S part time while at uni and I know that this would never, or at least I would like to think, happen in the store I work at. Another person to complain to is Anthony Thompson, our retail director - I still have nighmares about him to this day! - well, maybe a slight exaggeration there!

IvanOpinion

I don't agree with the actions of M&S (given your side of the story) and I believe that, assuming you have nothing better to do, you should push for your £5 back, and if it makes a difference an apology (although to me an apology would only be relevant if the same people were present that were there when M&S embarassed me). However this is just another example of the society that we are all responsible for building.

There are so many liars and cheats out there that stores are having to get more defensive. I have personally witnessed someone carrying out alterations with a Stanley knife before returning an evening dress that she had bought a couple of days before, worn the previous night and now wanted her money back. Not only that but, according to DW, she made a big scene in the shop demanding compensation because it had ruined her night because she did not have a dress and because they only offered her a credit - not the money back ... DW and her fell out over this incident because DW would not back her up in the shop (DW is far too honest to be part of something like this).

I am not going to go into some of the gory details but one of DWs aunts used to work on the returns desk of a store and some of the stories she has told us about the state of 'unused' goods coming back are ridiculous ('unused' handbags are always good for a laugh).

As I said we are building this sort of society with our dishonesty and should therefore be less surprised when it comes back to bite us.

Ivan

BigKisses

Hiya all,

The store this happened in was the Stafford store.As I said before, I've always received great customer service from M&S which is what made this all the more shocking.I really was not expecting that kind of response at all.

Ivan,I used to be a "Saturday girl" in a clothes shop(many moons ago ) so I know some of the horror stories,but in my case it was obvious the slip hadn't even been worn,the tags were still on and I was returning other "non-faulty"goods that had been bought at the same time so there was no reason for me to "create" a fault in order to get a refund because I'd have got one anyway.Infact her asking if I'd tried to contact the store sooner really wasn't relevant because they had already agreed to refund the non-faulty goods that I'd bought at the same time as the slip,so in effect they had already accepted that I was within the reasonable time limit to return an item...unless Marks and Spencers give you LESS rights if the item you buy is faulty than if it were not.?

I will try to get some pics of the fault/damage so people can see for themselves.Not sure how well it willl photograph as the slip is quite shiny,but I'll have a go.

kazzy

M&S have not changed their refund policy yet-it is still an indefinate period of time.However, this may be changimg in May.
If you had brought this into our M&S store you would have been given a refund straightaway.In fact our manager is so far the other way she doesn't believe a single soul is dishonest!!! Of course I'm not suggesting you are but plenty of people do try it on all the time.The amount of refunds that are given is laughable.If I was an M&S shareholder I would weep because the amount they lose through refunds is immense.
Of course you are genuine and if you are ever passing our store (i think it's a bit far away) I would defo give you a refund!!!.I'm sure if you take it to another nearby store you will get a refund.However it does not excuse rudeness and you should complain.No one appreciates rudeness on either side of the counter. We seem to live in such a world nowadays that is so lacking in tolerance.It is a shame. Good luck.

Nile

Hello BigKisses


I'm shocked to read this thread and your experience of M&S customer service. If I was in your position, I would write to the top man (as suggested by another poster) and offer to send him the garment or a picture of the garment of it. Why pay the extra postage if you don't have to?

I'm certain that you will receive a full apology and a refund and hopefully some compensation for your 'hurt feelings'.......make sure you ask for compensation.

You will also have the satisfaction of knowing that the female manager responsible for humiliating you will be dealt with. At the very least, she will receive a verbal warning for her behaviour.........she might also be sent on a customer service training course.;)

If however, you decide to visit another M&S store to get a refund...........the M&S big boss will be unaware of your experience and the store female manager will be allowed to contine to treat customers with contempt. I know which way I would deal with this.

Good luck, let us know the outcome.

IvanOpinion

Don't be so sure that the customer services rep will be reprimanded. I have no idea about M&S but in other places the fact that a complaint has occurred is not even fed down to the relevant person, even if it is the manager will probably ask for her side of the story (it is one persons word against another which you will not receive a warning for)... which, as is usual in these cases, will differ. Plus, if the manager decides to check up further by asking some fellow employees, you wonder whose side they will be on.

Also retraining may not be apt ... everybody can have a bad day .. even me :cool:

Ivan