M&S cookware. Purchased online - now faulty , requesting I return it to a store.

cannugec5

Money_Grabber13579 said:

Their website says that if you have a faulty item which was purchased online, you need to call them, so perhaps you will have more success there.

This is the route I’ve taken. 

Unfortunately that phone number puts you through to a robot that redirects you back to the website! 

However I have printed out the QR code for a return by Royal Mail. 

I have put a covering letter in the package as I’m not convinced it will get returned to the correct department - ie faulty products rather than change-of-mind returns. 

I have not used a QR code to post an item before. I just hope the staff at the RM Delivery Office know what to do with it . 

Jenni_D

You can get apps for a smart phone that will scan QR codes and (usually) tell you what they mean.

unforeseen

I have not used a QR code to post an item before. I just hope the staff at the RM Delivery Office know what to do with it . 

Don't worry about it
 Just take it to a post office and they will do what's needed. They will be used to QR codes for Amazon returns

cannugec5

pbartlett said:

One alternative is that M&S pay for a courier or for Royal Mail tracked to return the item to the store - you could also ask them for a pre-paid label etc.

Or are M&S asking that you also be physically present at the store?

The problem is actually speaking to someone. 

The messages I’ve sent through the contact form gets an emailed reply from a no reply email address. In order for me to respond to their comments it starts a new discussion and they repeat themselves. To try and avoid this I quoted the name of the previous responder, but still get the same reply from a different person ignoring what I’ve actually said. 

So I’ve not been able to request a label 
However, as above, I was able to print out a QR code to return by Royal Mail. I’m not certain this is designed for faulty items but I’ve lost the will! 

Just to make things more difficult we are without a Post Office, following the sudden death of the Post Master. The Delivery Office are doing what they can, but I will find out if QR codes fall in their current remit! 

My interpretation of the replies from M&S CS is that they do indeed want me to physically take the item to a store. That isn’t going to happen. That is not within the terms on the website. I suspect the CS staff are misinterpreting their own policies. I also suspect the staff are not located in the U.K. and have no idea of our geography . 

Jenni_D

https://www.tesh.com/articles/simple-cheats-to-help-you-bypass-automated-phone-systems/

Could be worth a go?

the_lunatic_is_in_my_head

cannugec5 said:

pbartlett said:

One alternative is that M&S pay for a courier or for Royal Mail tracked to return the item to the store - you could also ask them for a pre-paid label etc.

Or are M&S asking that you also be physically present at the store?

The problem is actually speaking to someone. 

The messages I’ve sent through the contact form gets an emailed reply from a no reply email address. In order for me to respond to their comments it starts a new discussion and they repeat themselves. To try and avoid this I quoted the name of the previous responder, but still get the same reply from a different person ignoring what I’ve actually said. 

So I’ve not been able to request a label 
However, as above, I was able to print out a QR code to return by Royal Mail. I’m not certain this is designed for faulty items but I’ve lost the will! 

Just to make things more difficult we are without a Post Office, following the sudden death of the Post Master. The Delivery Office are doing what they can, but I will find out if QR codes fall in their current remit! 

My interpretation of the replies from M&S CS is that they do indeed want me to physically take the item to a store. That isn’t going to happen. That is not within the terms on the website. I suspect the CS staff are misinterpreting their own policies. I also suspect the staff are not located in the U.K. and have no idea of our geography . 

AFAIK delivery office should be able to print a label from a QR code for returns. 

cannugec5

the_lunatic_is_in_my_head said:

cannugec5 said:

pbartlett said:

One alternative is that M&S pay for a courier or for Royal Mail tracked to return the item to the store - you could also ask them for a pre-paid label etc.

Or are M&S asking that you also be physically present at the store?

The problem is actually speaking to someone. 

The messages I’ve sent through the contact form gets an emailed reply from a no reply email address. In order for me to respond to their comments it starts a new discussion and they repeat themselves. To try and avoid this I quoted the name of the previous responder, but still get the same reply from a different person ignoring what I’ve actually said. 

So I’ve not been able to request a label 
However, as above, I was able to print out a QR code to return by Royal Mail. I’m not certain this is designed for faulty items but I’ve lost the will! 

Just to make things more difficult we are without a Post Office, following the sudden death of the Post Master. The Delivery Office are doing what they can, but I will find out if QR codes fall in their current remit! 

My interpretation of the replies from M&S CS is that they do indeed want me to physically take the item to a store. That isn’t going to happen. That is not within the terms on the website. I suspect the CS staff are misinterpreting their own policies. I also suspect the staff are not located in the U.K. and have no idea of our geography . 

AFAIK delivery office should be able to print a label from a QR code for returns. 

Thanks yes, the Delivery Office had no problem with it. Clearly it is everyday practice for them! So now I know:) 

Manxman_in_exile

Just to say that whenever I've had to contact M&S customer services by email, they've been mostly useless.  In contrast to their in-store staff who can be very helpful - although sometimes you need to speak to more than one member of staff.

(Obviously not much use to the OP if her nearest store is over 90 miles away).

cannugec5

I’m pleased to report that I’ve received an email today stating that a full refund will show in my bank in 3-5 days.  
I now just need to find myself a new roasting tin. 

theonlywayisup

Thanks for the update.  I use Le Creuset baking tins/trays as they carry a lifetime guarantee.  I get mine from John Lewis.  I have had to return one as the non stick blistered on a corner but it was a simple affair and was replaced prior to me having to return the faulty one.