Refused exchange without receipt?

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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  • McKneff
    McKneff Posts: 38,807
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    She certainly was right to refuse, a receipt is proof that the item was purchased from that shop and the date of purchase.

    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
    make the most of it, we are only here for the weekend.
    and we will never, ever return.
  • Thanks for clearing that up mckneff.

    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.
  • In my local store they refuse refunds without receipts despite their policy stating they will. This is because local junkies steal and try and get cash refunds for those items.
  • Thanks Shelley, I can only assume I looked like a junkie today then! I discussed this with my grandmother when I returned the coat to her and she's convinced that when they scan a returned item they can tell whether it has been purchased previously or has been just picked off the shelves in-store by a chancer. Is this not correct?
  • How would they know that? They don't all have unique barcodes.
  • Carrot007
    Carrot007 Posts: 4,534
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    slashlover wrote: »
    How would they know that? They don't all have unique barcodes.


    They could do. Next certainly do.
  • FtbDreaming
    FtbDreaming Posts: 1,118
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    Years ago everywhere used to exchange or credit note without reciept. As others have said. There are too many shoplifters who use that scam now taking things they've stolen back for a refund, i havent been able to exchange without reciept for a good couple of years anywhere now. Cant blame the shops it costs them millions.
    Mortgage started August 2020 £69,700
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  • Mrsn
    Mrsn Posts: 1,430
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    As pointed out next certainly are able to tell how the item was purchased etc but I’m sure M&S does not have the same system in place.

    In answer to your original question OP unfortunately yes they can do this
  • November2
    November2 Posts: 1,101
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    They will not exchange but should issue a credit note for the current selling price, ie sometimes it can be lower than price paid. Did you fall outside return time limit? How did she pay? if by card you are able to use that as the receipt. If cash, use the contact info on the returns page online and contact their customer services who should sort this out for you. Many shops state no returns without receipts however M&S do accept them and issue credit as it is their policy. Anyone just accepting a no return from M&S should be complaining to Head Office! It does not say as part of the policy 'at manager's discretion'. Saying that I believe any return to M&S, with receipt or not, should have the tags still attached, original packaging etc - maybe tags had been removed hence the refusal?
  • rach_k
    rach_k Posts: 2,233
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    I discussed this with my grandmother when I returned the coat to her and she's convinced that when they scan a returned item they can tell whether it has been purchased previously or has been just picked off the shelves in-store by a chancer. Is this not correct?

    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.
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