M&S refunds without a receipt for online purchases

bluetail14

Had a bad experience with M&S this week.. bought baby clothes online from their website last week, and they were too big. phoned&asked to exchange them for another size, they said no, need to return the item first.
So i returned one of the items thru the post - however, a week later decided to return another one from this order (i no longer had the return form which came with the parcel, cos I had used it to post the first item to them).


phoned their customer service and asked if i could return the item without the receipt. they said yes, if you dont have the receipt, you can bring either a printed email with the order details or show them the email on your smartphone (so far so good!).
However, in the M&S store they refused to take my item without the receipt ((( they did not want to look at my order email and offered to refund me less than i paid because this item is on sale this week.

I know im entitled under the Consumer Contracts Regulations for a refund of an online purchase within 14 days.
phoned M&S customer service again, they said they'll pass on my complaint to the store...have also complained to them by email.

Anybody else had a similar experience? what am I to do? apparently their online customer service and instore customer service have different policies and they dont agree with each other.

thanks.

pinkshoes

You need proof of purchase for an exchange/refund, but you also need to be able to prove how much you paid to get a full refund. If it doesn't show the amount, then they can only refund the current price.

JethroUK

I buy the wooooooorld online and all my electronic receipts go into my "receipts" folder but as of last week I'm all electronic'd out and started printing out receipts for expensive items and putting it in an envelope marked with the item

frugal_mike

Can't you just return the item by post? If you print off the order confirmation that you received and include it in the returned package then surely that will have all the info they require?

JReacher1

Im confused.

You said they refused to accept your return without a receipt.
Then you say they would only refund you the current price.

Both these things can't be true!