Marks and Spencer Complaint

jaymesuk

28th August: Ordered a TV for £196.00 with wedding vouchers

Paid using 3 x gift vouchers (£100, £50, £25) and the remaining £21.00 on debit card

29th August: £76.00 taken from my bank.

28th August: Emailed Marks & Spencer to query why they had taken the £76 and not £21.

1st September: Reply from M&S: 'I am sorry we have not taken the correct amount of your gift cards. The reason for this is the gift card should be put in order highest to lowest. When this is not done the amount taken off the fist card is the highest amount taken off the other cards........When delivered I will then refund your card used to pay for the order with the £50.00.'

6th, 9th, 12th September: Emails received stating delay in delivery of order

12th September: Called M&S - they said ignore the emails, they have a 'computer problem' and the TV will be delivered tomorrow

13th September: Email received stating delivery would be 5th September (8 days previous?)

13th September: I phoned M&S to query this, they said TV was out of stock and they would refund me (I received a text message from the delivery company confirming delivery that morning)

13th September: Email received to confirm above refund.

13th September: I emailed to advise that they needed to refund me vouchers of £100 + £50 + £25 and £76 they took from my account.

I have received phone calls stating that they would send a cheque for the refund of £246.00 - but this has never arrived. I chased this up this week, they said that they had a problem with their 'cheque printing machine' and that I would 100% receive the cheque by Wednesday 3rd October.

No refund has been received.

I have also been asked to REVIEW my product (not their service) and had a letter from TV Licensing to my delivery address (Work address!) stating that I do not have a TV Licence!

They have had my money for over 30 days now.

Apart from my full refund, should I be claiming interest and compensation?

Am I naive, but I didn't expect this from such a 'big' company!

Ps. their call centre staff have called me back on time, every time.

Take_it_like_a_man,_sonny

On compo, no, they will refund you. It is annoying his is taking time, but maybe use to the way your purchased the item. If this was online, the DSR applies.

As for the Tv Tax, the supplier is obliged to inform crapita of the sale. As this is delivered to your work address,meat is he dddress given for Tv Tax purposes. You will gve to deal with this separately, as it has nothing todo with your employer or the supplier.

T my place of work, they refuse delivery of personal items full stop, and any invoice or other not related with their business is given directly to he employee, with a note of caution.

OlliesDad

With regards to claiming the interest, you could possible be entitled to it, however £76 at a very generous rate of 8% works out at 51p per month.. so not really worth it.

ThumbRemote

Once you get your refund, write to them and explain the catalogue of problems you've had. Then say something like "in light of our disappointing experience shopping with yourselves, the hassle caused to us in emailing and phoning, and you holding onto our money for so long, I wonder if you would be prepared to make a goodwill gesture of, say, £20 in M&S vouchers to restore our faith in your company.

No harm in asking.

jaymesuk

Thanks for the replies - really helpful - not really that bothered about the interest - just the principle of a company taking money off me and keeping it until it suits them to give it back.

I will ask for the goodwill gesture - i'm just astounded by their excuses, especially from a big company, and the slap in the face of asking for a review and a TV License.:mad:

somethingcorporate

Blame the TV licensing people (and the Government) for that shambles.

I think M&S can be reasonable when you level with them so have no doubt if you are as nice to them you will get something for your trouble!