Marks And Spencers...and Refunds!

BigKisses

Thank you for all your comments

I have now sent off my letter of complaint to Mr Rose and will of course update you all once I receive a reply.I'd been putting off writing the letter as even just thinking about the incident sends my blood pressure soaring, but I decided that(as has been said) I really do need to get some closure for my own peace of mind.Plus if nobody ever reports these kind of experiences to the people who can make changes then nothing will ever change.

I've mentioned in my letter that I am a member here and that I have posted on here about my experience and that I will also be posting about the response I receive to my letter of complaint.I'm not sure that companies or employees are aware of how far reaching their actions can be these days .A few years ago people who recieved good or bad customer service experiences would have just told a few friends and family,who would probably tell a few friends and family and so on but the internet allows us to reach a far bigger circle of people to share our experiences with, and of course those people tell a few friends and family who in turn tell a few friends and family and so on. I really think it would pay companies to remind their employees of this.

Purplepatch~The manager I spoke to was actually a Section Manager rather than the Store manager,although I only realised that afterwards when I read the piece of paper she had written her name down on.I had asked to speak to the "Manager" and had assumed she was the actual Store Manager(otherwise I could have asked to speak to her superior) but I was led to believe that she had the final say,especially when she said I could stand there all day but I still wouldn't be getting a refund!

I've tried to photgraph the slip but it's an almost metallic silky material and I can't get any of the detail to show up properly.If I don't use a flash it's too dark and if I do use a flash the material reflects the flash and you can't see anything

Anyway I will keep you all updated once I get a reply.Thank you:)

purplepatch

BigKisses wrote:

Purplepatch~The manager I spoke to was actually a Section Manager rather than the Store manager,although I only realised that afterwards when I read the piece of paper she had written her name down on.I had asked to speak to the "Manager" and had assumed she was the actual Store Manager(otherwise I could have asked to speak to her superior) but I was led to believe that she had the final say,especially when she said I could stand there all day but I still wouldn't be getting a refund!

Well done for doing your letter. In view of the fact that you say she is only a section manager, if it were me, I would send a copy of your Stuart Rose letter to the store manager "for information". Make 'em sweat a bit

Look forward to hearing what sort of response you get.

tonyg_2

Well done BigKisses. There is no excuse for such poor customer service, whether they were having a bad day or not. You are the customer and it was them that sold you the defective item! That's bad enough, but it happens. To refuse a refund is worse. To be told the things you were told is abysmal. I am looking forward to you receiving your reply.
Tony

Wig

Absolutely shocked by your story!

I think it is a good idea for them to make the refund policy 90 days, even at this length it is 60 days longer than the best of the rest.

Legally you are entitled to a refund, you simply inform them that unless you recieve a refund you will be taking them to the small claims court. The judge wil be on your side, you can even print this thread as evidence of your integrity.

You will recieve claim plus court costs from M&S, but of course it won't get this far, as soon as M&S know you are serious they will give you your 5 pounds.

Don't give up just because it is only 5 pounds, it is the principle. I will take superdrug to the smallclaims court if they don't give me a refund of 1.49 for my dental tape!

Poppy9

I attracted bad vibes last Saturday.

First I took some shoes back to Debenhams that I had worn once last weekend. I bought them beginning of March but put them in the wardrobe and forgot about them. On their first out after wearing them for about an hour I notice the top of the shoe had split. I couldn't take them off as I was in the polling station for another 14 hours. I couldn't find the receipt for them so I would be happy with an gift card - even though I know under the Sale of Goods act I was entitled to a cash refund or replacement.
The woman in the shop was really off with me because I had no receipt - even though the shoes said inside Debenhams ?????. She rudely said they didn't have anymore and I could only have the lowest price they went down to (£28) ok I said - not wanting to argue cos I had bought them in the Sale :shhh:. She then told me to select some other shoes. I wasn't in the mood for shoe hunting and they had nothing similar so I asked for a gift card. She wouldn't let me have one because the shoe dept was a concession (again the shoes did say Debenhams inside). I polite asked to speak to the store manager, saying I realised she was only enforcing company policy but I wasn't satisfied. She refused saying she was at lunch. I realised she was trying to fob me off with the dept manager so I asked for the store manager by name. Suddenly I could have a gift card.

Secondly I went to M&S. Daughter wanted some shoes which they didn't have in her size. Bit annoyed no seating for children to try on shoes so mentioned to suited chap on the dept. who looked like he was straight from college. He mutter yeah, good idea. Took one of the shoes to the order desk (conveniently located on another floor) and asked to order. I was curtly asked where the partner to the shoe was. "Upstairs on the shelf, why do I need to bring both"? Impatiently she told me not to order but now they would lose one of the shoes. How I bit my tongue and did not say that as soon as she had finished my order she could pop it back upstairs:eek:

BigKisses

That sounds like a fun day Poppy


An update on my complaint: I posted the letter on the 9th of May (1st clas recorded) and as I've still not received a reply and no details appear when I input my recorded delivery reference on the Royal Mail site either,I just rang Royal Mail.They advised me that as my letter was sent to a business address it is possibel that the business(M&S) have a bulk mail service which basically means that they sign for the whole bag of letters and then take the recorded delivery cards from the post man and check them off themselves in their post rom and then hand them back at a later date.I can understand them receiving ordinary post all in one bag but I would have thought that post sent by registered post would be handed over seperately and signed for there and then Otherwise what was the point in me paying extra?? The receipt I have for the registered part says..

"standard postal service with signature and barcode scanning on delivery.Ideal for items you might need to prove were recieved,like job applications or legal documents"

Yet they seem to be saying that none of that applies if the address you're sending something to happens to use the bulk delivery service.The only advice they gave me was to wait untill the 27th of May and I still have no confirmation of delivery by then (the 15 day limit) I can file a claim for lost delivery:wall:

raeble

What used ot happen was the driver would hand over a handful of recorded/special delivery items at the place I used to work - there would then be a list of items requiring a signature handed over - you would sign across the page to cover all the items. You wouldn't sign each individual item.

I think that all the recorded would be bagged seperately from the normal mail - then handed over and m&s staff sign for them. You've got to assume for a company like that they would have hundreds if not thousands of recorded items a day. I can see why they do it, if you had to sign each individual item particularly in somewhere as bigs as m&s hq, it would take hours. It was up to you whether you checked or not.

BigKisses

raeble wrote:

What used ot happen was the driver would hand over a handful of recorded/special delivery items at the place I used to work - there would then be a list of items requiring a signature handed over - you would sign across the page to cover all the items. You wouldn't sign each individual item.

But if somebody signed for all of the recorded items with one signature wouldn't that mean that Royal Mail HAD got a signature proving my letter had been delivered though..(all be it as part of a batch along with the rest of the items the signature covered)

I can appreciate that it makes sense for the company to just give one signature to cover a number of recorded delivery items received but from my point of view it's just a tad frustrating to find out that the service I paid extra for, to ensure that I would know that the letter had arrived safely....doesn't actually tell me whether the letter has arrived or not at all

I do of course have a hard copy of the letter so if the worst comes to the worst I can send another one:rolleyes:

Ellie2758

But was it recorded or registered delivery that you sent it by? There is a BIG difference.

Ellie

BigKisses

Hiya Ellie,it was sent using Royal Mail's "Recorded signed for" service.They describe it as "Standard postal service with signature and barcode scanning on delivery".I've just rang them again and they said they have no confirmation of delivery or attempted delivery and that it may have been "delayed in the system"