M&S misleading description on website

edawn

Hi - I hope this is in the right place, apologies if not.

I placed an order on the M&S website to take advantage of an offer whereby if you spent £25+ on beauty products you receive a free make up bag. The website clearly states that the gift includes a 30ml (full size) primer but when I received my order, it was actually a tiny sample sachet.

Before anyone says it, I realise this was a 'free gift' but I could buy the products elsewhere for cheaper and, in my eyes, these promotions are worked into the price we pay so I don't think that is an excuse.

When I contacted M&S customer services to enquire, the advisor told me that although it does say 30ml in the product description, the image shows a sachet so it doesn't contravene any marketing legislation or restrictions. When I pointed out that it isn't really clear if it is a sachet or not - the packaging could be a square box - she didn't have a response. :mad:

This seems very unfair, misleading and perhaps even deliberate on the part of M&S!

As an aside, does anyone know if the advisor's explanation is correct?

Azari

edawn wrote: »

Hi - I hope this is in the right place, apologies if not.

I placed an order on the M&S website to take advantage of an offer whereby if you spent £25+ on beauty products you receive a free make up bag. The website clearly states that the gift includes a 30ml (full size) primer but when I received my order, it was actually a tiny sample sachet.

Before anyone says it, I realise this was a 'free gift' but I could buy the products elsewhere for cheaper and, in my eyes, these promotions are worked into the price we pay so I don't think that is an excuse.

When I contacted M&S customer services to enquire, the advisor told me that although it does say 30ml in the product description, the image shows a sachet so it doesn't contravene any marketing legislation or restrictions. When I pointed out that it isn't really clear if it is a sachet or not - the packaging could be a square box - she didn't have a response. :mad:

This seems very unfair, misleading and perhaps even deliberate on the part of M&S!

As an aside, does anyone know if the advisor's explanation is correct?

The M&S representative's initial response was nonsensical!

How is anyone supposed to know the size of the sachet that will be provided with the order?

I'm sure it wasn't deliberate, but the CS representative needs further training, (or reassignment to a less demanding roll).

M&S are definitely in the wrong here. If they specified 30ml, then that is exactly what you should get.

The fact it was 'free' is immaterial - it was nothing of the sort. It was part of the inducement offered to you to purchase.

donnac2558

I saw the GWP in store and the freebies really tiny and not worth buying to get.

teddysmum

Online items can be returned to a store, so take it back for a refund and buy cheaply, elsewhere.

edawn

teddysmum wrote: »

Online items can be returned to a store, so take it back for a refund and buy cheaply, elsewhere.

Does this still apply for beauty items? I haven't opened them but they don't have security seals. I'm more annoyed about being fobbed off by the advisor as I think they should honour the offer as it appeared on their website.

HOWMUCH

Give them a nudge re Trading Standards if it says 30mls then this is what it should be.

teddysmum

edawn wrote: »

Does this still apply for beauty items? I haven't opened them but they don't have security seals. I'm more annoyed about being fobbed off by the advisor as I think they should honour the offer as it appeared on their website.

You could ring the store and ask the manager.

tomtontom

Stores can be funny about returning toiletries (although you are allowed to as it is an online order), but there should be a free returns label in your parcel? There shouldn't be a problem doing it that way.

I can see both sides, the description does say 30ml but the picture is clearly a sachet. I'd just return and buy elsewhere.

edawn

Thank you all for your replies.

tomtontom wrote: »

Stores can be funny about returning toiletries (although you are allowed to as it is an online order), but there should be a free returns label in your parcel? There shouldn't be a problem doing it that way.

I can see both sides, the description does say 30ml but the picture is clearly a sachet. I'd just return and buy elsewhere.

I wouldn't say the picture is clearly a sachet but I take your point. However when ordering products I pay more attention to the written description and small print, as images can often be misleading (there is no way of telling how big a perfume bottle is, for example, without a description of it being 30ml/50ml etc).

I have written to M&S so I'll see if they respond.

Thanks again.

geerex

3ml? Typo?

Azari

tomtontom wrote: »

I can see both sides, the description does say 30ml but the picture is clearly a sachet. I'd just return and buy elsewhere.

That really doesn't let the shop off the hook, though.

Can you imagine the ridicule a poster here would be subjected to if the text said 'sample sachet' but the picture was of a large bottle, and they claimed that they should receive what the picture showed?