How can I get a refund from Marks and Spencer

SambaRamba

Do I have any legal rights to get my money back, I'm getting so frustrated and absolutely fed up with Marks and Spencer's.

I ordered school boots for my daughter on 1st November, they still haven't turned up despite showing as in stock this whole time. Emails regarding dispatch are constantly moving the delivery date, I have been told I can't be refunded. I've been advised to refuse the parcel if I want the cost refunding - chance would be a fine thing.

One customer service rep told me a glitch in the system meant my order was stuck and the technical team would deal with it and refund my payment. Low and behold when I phone back seven days later this hasn't even been done.

All I want is my money back so I can buy my daughter some much needed boots for school.

I was promised delivery of the boots today but now have an email stating the 9th December. I have no idea what is going on. I've sent messages via their website, phoned and emailed but still no boots or £30+ refund.

It's been one whole month of waiting, what can I do to get my money back, does anyone know?

Thanks.

Ectophile

If you want to cancel the order, it's best to do so by a durable means. If you have an email address for them, then you can use that. Otherwise write to them.

However, they may still not refund the money to you immediately. They have up to 30 days to do it.

whitewing

Possibly you could do a chargeback (through Visa? assuming it was a Visa debit or credit card). I'm not sure if the rules on that but Visa can advise you.

wealdroam

whitewing wrote: »

Possibly you could do a chargeback (through Visa? assuming it was a Visa debit or credit card). I'm not sure if the rules on that but Visa can advise you.

Mastercard and American Express have similar schemes.

All described in MSE's Chargeback article.

SambaRamba

Thanks, I tried emailing a few times, I will try the charge back route. I didn't know about this option.

SambaRamba

I am eligible to make a chargeback claim, thanks again!

SambaRamba

Just a quick update, someone at M&S has been in touch to apologise and issue a refund, they have also issued a small good will gesture. Thanks again for all your help.