M&S poor customer service

hubb

I complained about a poor quality ready meal which was supposed to be a luxury item. I have the packaging and receipt which I can email them. They still insist I go to the store I bought this from with the receipt and packaging for a refund.

The same happened with Asda a couple of weeks ago. I bought a DVD that was priced as £3 but we were charged £5 on looking at the receipt. I emailed Asda explaining I no longer had the cellophane wrapping with the price tag. They sent us a £4 voucher, no proof of purchase or anything.

Why can't M&S do this ?

Pollycat

It usually says on most packaging what to do if you're not fully satisfied with the product.

Does it say that you have to return the item to the store?
And with the receipt?
Most people throw receipts away after they've checked them. I know I do.

I think your comparison of your experience with Asda is not the same.

Asda overcharged you, you want to complain to M&S about the quality of one of their items.

meercatsunited

I have always found m&s, tesco, asda helpful where products are not up to scratch but I do keep the product either in the fridge or freezer before returning them, there is no rush to return it.
when it returned a refund is given, a report is written by customer services and sometimes a voucher to spend in the store with a letter of apology is sent to me.

paulsad

I don't blame M&S they don't sound like they are being at all unreasonable.
ps how do you email packaging?

maninthestreet

Seems reasonable to me if you want an actual refund of your money.

yangptangkipperbang

I don't think M & S are being at all unreasonable.

Regrettably, too many people were taking advantage of M & S's good name for "easy" refunds and conning refunds for stuff that they didn't actually buy.

hubb

yangptangkipperbang wrote: »

I don't think M & S are being at all unreasonable.

Regrettably, too many people were taking advantage of M & S's good name for "easy" refunds and conning refunds for stuff that they didn't actually buy.

I had the receipt as proof.

hubb

paulsad wrote: »

I don't blame M&S they don't sound like they are being at all unreasonable.
ps how do you email packaging?

You take a scan of it and send the picture in email !

Pollycat

Do you have a problem with taking the receipt & packaging into the store you bought the item from?