First and last time I use M+S online

bylromarha

Bought a set of 3 suitcases.

Medium sized one (sounds like Goldilocks;)) fell apart. Internal zip bent whilst packing to leave. External zip stopped interlocking in place after journey. Padlock seized up prior to boarding the coach for the return journey and had to use pliers to prise open when we got home. Basically, the faults cannot be blamed on the journey at all. i was sent faulty goods.

I emailed M+S on my return, they told me to return it, I did.

Had to chase for a response. Got told that the returns dept didn't accept it as it couldn't be resold.

So I replied it shouldn't have been sold to me as obviously faulty (the other suitcases in the set survived the journey fine.)

Lots of emails back and forth debating this. I keep emphasizing what I want is a replacement suitcase.

Here's the bit that grates:

I bought the suitcases on a 3 for 2 promotion.
The suitcase is out of stock and they have no idea when it will be in stock.
Therefore I have to have a refund of £13 less than the value in store.

The suitcase is in stock in my local store.
I can't have gift vouchers in addition to my refund to purchase a replacement in my local store.

After a very long phone call (where I couldn't speak to a manager as they all go home at 5pm) the guy on the phone offered to send me a letter of apology as that included a £10 gift voucher...still £3 short.

Or I could take my emails confirming online is out of stock and maybe see if the store will sell me a suitcase at the deal price:rotfl:

Or I could keep ringing to find out when the suitcase is back in stock:rolleyes: they'll send me one then, but have no idea when it will be back in stock.

So I'm sure M+S online are fine if everything they supply you with is 100%. But if there's a problem, good luck getting it sorted. You'll need it.