Marks and spencer - pitiful customer service

marktjm3

For 4 years I haven't used M & S due to poor quality and dreadul customer service

However as a birthday gift, my girlfriend bought me a M & S jacket

On the third wearing, I noticed a seam was split (not torn, patently a case of poor manufacture)

I returned asking only for repair - the response I got included

'We have examined the jacket nd can understand why you are disappointed in it'

(looking hopeful)

Followed by

'we are unable to offer you a replacement or have your jacket repaired for you... would be happy to cover reasonable repair costs in the form of a gift card..; (presumably to fill my wardrobe with more sub-standard merchandise)

Is it me, or is this customer services at its very worst?

No_tongue.

Also had awful service from M&S years ago, would not use ever..

Southend1

If your girlfriend takes it back with proof of purchase she will be able to get a refund. You aren't entitled to one because the store's contract is with the purchaser. Although I'm surprised that the store would be pedantic enough to enforce this. You did have proof of purchase didn't you?

Chris25

It's disappointing when something like that happens but I suppose they can't replace it because it's now out of stock.

If you don't want to accept the gift card in lieu of repair, it makes sense to ask for a refund.

I'm surprised that you say you've consistently received bad customer service - I wonder if it's just your local branch? I find wherever I shop in M&S that they are generally very good.

WTFH

Chris, it can't be consistently poor - he's only been in once in 4 years!

R_P_W

Did you ask for a refund?

Dovah_diva

I find M&S to gave the best customer service. I suspect there is more to this story than you are telling us.

marktjm3

Dovah_diva wrote: »

I find M&S to gave the best customer service. I suspect there is more to this story than you are telling us.

Happy to publish the letter if the system will allow me

marktjm3

Chris25 wrote: »

It's disappointing when something like that happens but I suppose they can't replace it because it's now out of stock.

If you don't want to accept the gift card in lieu of repair, it makes sense to ask for a refund.

I'm surprised that you say you've consistently received bad customer service - I wonder if it's just your local branch? I find wherever I shop in M&S that they are generally very good.

It might be the case that my local branch when i last used them (Eastbourne) was unfortunate

On this occasion I have dealt with customer Services in Chester - polite, friendly and useless!

mynameisdave

They can't offer a replacement - presumably no stock.
They can't offer a repair - they do not have a team of tailors on hand to repair

They offered a gift card which could be used to buy an alternative jacket.

Don't see it as bad customer service at all.

Poppie68

The OP said she asked only for a repair, do M&S have a repair service available?