Marks And Spencers...and Refunds!

Nile

Good point Ivan. If she was having a 'one off' bad day, she won't warrant the warning/training.

However, if she's upset more than one customer and her colleagues/work appraisal HR file/additional customer complaints......it will suggest that something should be done.

So taking the garment to another store (for a refund) would not help M&S take corrective action.

purplepatch

I used to work for M&S many moons ago, and I was outraged reading about your experiences. As someone else mentioned, our management team were totally the opposite. They would exchange anything! Even stuff over a year old sometimes! They'd give refunds on manky pairs of shoes that had clearly been worn hundreds of times because they'd started coming apart. Etc Etc...

The person you had the misfortune to encounter should be dealt with. Definitely write to head office. Also, do you know whether she was the actual store manager? I used to go out with an M&S store manager and they have quite a hierarchy within the store. Store manager, deputy manager, assistant managers, then supervisors - I would be quite surprised if they bothered the Store Manager with a customer complaint, it would normally be the assistant manager responsible for the department in question. Therefore, it may be worth putting in a call to Stafford M&S and asking for the Store Manager's name - if it isn't the person you dealt with, I would send them a copy of your letter to Stuart Rose. At least that way you know that the store (and most importantly, the woman herself) will be aware that she has been grassed up to the head honcho.

Do let us know how you get on.

nearlyrich

I would complain about the treatment, I have been in a similar position in another store and it's a horrible thing to happen. The £5 refund is less important than being treated properly. Good luck.

lazyjane

I know someone who has worked at M+S for about 15 years and this doesn't suprise me as much as it should. Apparently most of the managers at M+S aren't very nice people but that's usually to the staff and not the customers. I hope you get your money back and 'she' gets a telling off.

kazzy

m & s refund policy changing 4/5/2005.You now have 90 days to return items with receipt for a refund.

nearlyrich

kazzy wrote:

m & s refund policy changing 4/5/2005.You now have 90 days to return items with receipt for a refund.

I just returned some trousers I bought a few weeeks ago, they have a massive sign by the till......sad really, M&S was the one place you could always get your fashion mistakes rectified;)

kazzy

you still have 3 months which is the longest on the High St.I think it's fair enough and about time they did this.

rammy007

yes you still can 90 days is long enough for anyone to decide whether to keep an item or not there are too many people who use and abused the previous refund policy pounds were lost on most items which were taken back thats where all the profits were going,i actually witnessed someone taking a £129 train set back which they had for 18months and it went down to a £1 that is really taking the p***!

Pottymouth_2

I would suggest customer services in Baker Street (I think) - always have a good resolution there.

As far as the less than helpful woman you met - perhaps after the issue is colsed by head office, you should go into the store and go straight to the store manager - do not explain why, do not take no for an aswer. indicate the matter is personal and you are not leaving tuill you se him / her. the you relate the story to him / her and show the refund letter you get from baker Street (fingers crossed).

Its not about £5, it's not about being right and its not about being (by implication) called a liar. Its about being able to rest easy in your mind that the issue is closed - and it will not be closed till you go back and get some satisfaction.

Thats what I think I'd do anyway.

Good luck,

Potty.

kazzy

rammy007 wrote:

yes you still can 90 days is long enough for anyone to decide whether to keep an item or not there are too many people who use and abused the previous refund policy pounds were lost on most items which were taken back thats where all the profits were going,i actually witnessed someone taking a £129 train set back which they had for 18months and it went down to a £1 that is really taking the p***!

Once this refunds policy gets under way ,it will be interesting to see if the profits do go up.I swear that's where they lose so much money.
Also if you have lost your receipt you will get the lowest price back at the tillpoint in credit vouchers.This is normal in most shops but M&S would 'believe' people as to how much they paid and refund the full amount on items that are sometimes really old!!!!