M&S online order vent - horrible customer service

nkomp18

Hello,

My story is borderline funny. I ordered some clothes with M&S and one item was a £21 jumper size "S".

When it arrived I tried it on and it looked awfully huge, so at first I was happy that I am so slim that the jumper "S" is so big on me so I ignored it for a couple of weeks but later I realized I should probably go exchange it with an "XS" before the 35 day grace period expires.

I arrived at the store and couldn't find the same colour, but found an identical one and to my surprise the "S" was actually quite small and tight. After measuring mine with the other one using a measuring tape at the store, it turns out that mine is actually a large one but with a false label.

However by that time the jumper was on sale and was £10.99 and could no longer be exchanged with an item of equal value (£21) so I wrote to customer services to complain about the mislabeling.

The response was just a robotic copy-pasted "We apologize that the item you purchased is now on sale".

I wrote back saying that this is not at all what the problem is and that I am complaining about being sent a mislabeled product of false proportions to which they responded few days later with "I’m sorry to hear price reduced for the item you’ve purchased before. I apologise for any inconvenience caused."

It's like trying to converse with a brick wall,
How silly of them

vuvuzela

nkomp18 wrote: »

Hello,

My story is borderline funny. I ordered some clothes with M&S and one item was a £21 jumper size "S".

When it arrived I tried it on and it looked awfully huge, so at first I was happy that I am so slim that the jumper "S" is so big on me so I ignored it for a couple of weeks but later I realized I should probably go exchange it with an "XS" before the 35 day grace period expires.

I arrived at the store and couldn't find the same colour, but found an identical one and to my surprise the "S" was actually quite small and tight. After measuring mine with the other one using a measuring tape at the store, it turns out that mine is actually a large one but with a false label.

However by that time the jumper was on sale and was £10.99 and could no longer be exchanged with an item of equal value (£21) so I wrote to customer services to complain about the mislabeling.

The response was just a robotic copy-pasted "We apologize that the item you purchased is now on sale".

I wrote back saying that this is not at all what the problem is and that I am complaining about being sent a mislabeled product of false proportions to which they responded few days later with "I’m sorry to hear price reduced for the item you’ve purchased before. I apologise for any inconvenience caused."

It's like trying to converse with a brick wall,
How silly of them

"false label" "mislabeled product of false proportions"
Or, just a simple error at the factory...
Why did you leave it so long ?
Also, why if you'd ordered it online did you not take along the delivery note or email order confirmation showing price paid ? They would have refunded you the price you paid if you had done so...

redmalc

I had an issue at Xmas with a gift voucher that had become defaced and the service i got was abysmal,as i said then i would never go in the shop again and i have not.

asajj

So this jumper wasn't oversized / boyfriend / baggy etc?
You say you have measured and it is actually large but not every item has the same measurements?

If you had the proof of purchase as above you should have had no issues I believe.

nkomp18

I did bring proof of purchase with me but price had changed.

I agree this was a factory error but very hard to spot unless you go and measure the same item at the store.

I am not looking for support or solutions because I did get fully refunded eventually with a hefty gift voucher.

Just wanted to vent about the customer service responses

donnac2558

Usually with M&S, if you have your receipt if the product goes on sale they still refund the full amount.

I was once told by one of the assistants in the store, they have more than one factory in each country manufactured in. So one factory can make said clothing on the generous sizing and another less so.

I have found you need to try on in store and hope for the best if they have to order in for you. Length wise or fit can be totally different from the one you tried on.

R_P_W

redmalc wrote: »

I had an issue at Xmas with a gift voucher that had become defaced and the service i got was abysmal,as i said then i would never go in the shop again and i have not.

Again another over reaction to a minor first world problem!

hollydays

R_P_W wrote: »

Again another over reaction to a minor first world problem!

This is the vent board..it's for venting.

ThumbRemote

R_P_W wrote: »

Again another over reaction to a minor first world problem!

How unusual. You've found a first world problem. From a first world poster. On a first world message board. Go you!

redmalc

RPW go do yourselfk

robatwork

redmalc wrote: »

RPW go do yourselfk

That amoosed me.