Refused exchange without receipt?
in Shop but don't drop
11 replies 4.2K views
In M&S today returned a coat for my grandmother who had lost the receipt. Wanted to exchange for a different coat of same value. Very rude lady at the till said she wouldn't exchange without a receipt...is this correct? Even their website states customers are entitled to a credit note. I want to take this further but not sure whether she was right to refuse or not.
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If she paid with a card, that will be sufficient proof.
Even with a receipt they are not legally obliged to refund unless the item is faulty
and we will never, ever return.
As this is the case why do they have the following on the their website?
I’ve lost my receipt. Can I still get a refund?
Yes. As there’s no proof of the original payment method, we’ll refund the amount to a credit receipt. Please note: you’ll only receive the current selling price, which may differ to the amount you paid. This does not affect your statutory rights - please see here if the item is faulty or not as described.
Or is this just general guidelines and it's down to goodwill to decide whether to exchange or not. I've returned without receipt many a time in many stores including this M&S store and never had a problem.
They could do. Next certainly do.
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In answer to your original question OP unfortunately yes they can do this
It depends on the store's systems. Some will be able to tell you about the exact item in your hand, others will be able to tell you when an item the same as that was last sold in the store you're at, others won't know at all.