Has Marks and Spencer refused you a refund? Post details here.

Valli

cyberem78 wrote: »

I just wanted to share my recent experience with Marks and Spencer hampers. Sent a £75 one to a relative as a gift and several items were smashed in it. I phoned customer helpline and they said they would open an account with them and give me a £10 credit on my account. I said I didn't want an account several times and the lady kept repeating the same offer over and over. Eventually she put me on hold and came back and said a £15 M&S voucher would be sent to me. This was all she could offer apparantly, no cash refund.

Although it does state no refunds for hampers on their website I think if they deliver broken items you've paid for you should be able to be reinbursed for them.

harvestmoon wrote: »

cyeberem78
Why didn't you go into the store with the smashed items?
ANYONE could claim that items were 'smashed in!'
A £75 hamper!?
Think yourself lucky you got ANY offer over the phone!!!!!
Stores SHOULD DEMAND EVIDENCE!!!!
The rest of us 'fund' the refunds!
Sorry if it seems harsh but there you go - business is business!!!!

@ harvestmoon - Maybe, before you start venting your spleen at a poster (!!!! - really?) the hamper was ordered for delivery to a relative - so the poster here didn't have the items to 'go into store' with.

If M&S offer a service such as hamper delivery then they need to ensure items are properly packed and organise carriers who handle with care rather than flinging items about. Because what will happen is, if they aren't satisfied, customers won't buy again - and there will be NO business.

Tesson

Anyone have any idea whether I'd be able to return (for refund) a jacket with a) tags removed and b) without possessing the card used to purchase it?

I do have the receipt, the item is in pristine condition, and it's within the returns period.

Before any telling off occurs, it was my card which has since expired/been replaced by my bank/been destroyed by me. I'm not sure if they still ask for the purchasing card actually - I've only ever returned one thing to M&S ages ago and they did then.

bubblegumcola

I would think they could say no. I would not be happy accepting an item back which has had the tags removed as I would have no way of knowing if you had worn the item or not. The good thing is that you have your receipt but if its not within the 35 days then I would have thought you are going to get less back, latest selling price but I suspect because the tags aren't on it then that's all you are going to get anyway. As for no longer having the bank card it was paid on, they could also refuse you because you no longer have the card it was paid with. Do you have a replacement for the one you no longer have? Did you pay with credit or debit as it should go back on the same card. It is not helpful though that the tags are not on the garment, I always tell my customers who question the refund policy where I work (not M&S) to keep the tags on, by all means tear off the price if its for a gift but keep the rest of the ticket with the barcode on!

Tesson

bubblegumcola wrote: »

I would think they could say no. I would not be happy accepting an item back which has had the tags removed as I would have no way of knowing if you had worn the item or not. The good thing is that you have your receipt but if its not within the 35 days then I would have thought you are going to get less back, latest selling price but I suspect because the tags aren't on it then that's all you are going to get anyway. As for no longer having the bank card it was paid on, they could also refuse you because you no longer have the card it was paid with. Do you have a replacement for the one you no longer have? Did you pay with credit or debit as it should go back on the same card. It is not helpful though that the tags are not on the garment, I always tell my customers who question the refund policy where I work (not M&S) to keep the tags on, by all means tear off the price if its for a gift but keep the rest of the ticket with the barcode on!

It does say they will take back items in 'saleable condition' and as I say it's pristine... I just don't know if they consider the tags to be part of that saleable condition. I do have the tags, though obviously not attached.

It was a debit card and I do have a replacement. It was just renewed as normal because the old one hit its expiry date. I thought nothing of cutting it up because I wasn't expecting to have to return anything I had bought recently with it (silly, I know). It goes to the same account but I'm not sure if they need the card number to match or just to put the refund through the PIN machine?

smartiepants

Let me tell you a recent M&S Experience.
On Xmas Eve I bought my hubby a jacket price £99
on Boxing day I was browsing the M&S Sale and saw the jacket had been reduced to £60, I told him and we decided to take it back to M&S the following day in order to re-buy it at £60 thereby saving a staggering £39, they didn't have another in the same size and wouldn't re-sell the one we were taking back even though we were a guaranteed customer, so my hubby (who doesn't particularly like M&S anyway) cut his nose off to spite his face and took the £99 refund, but of course had no jacket, we continued shopping and kept going back to M&S to see if the jacket we had returned had been put back on the rail but after about 7 attempts at this to no avail we decided to put it behind us!

The following day our son said he was going into town so I asked him to pop into M&S and see if the jacket had been put on the rail for sale at the reduced price, low and behold it was there and he was very happy to return home with it at the reduced price of £60 RESULT............

What I find hard to believe is that they had a guaranteed customer for this jacket but wouldn't re-sell it to us???

Happy New Year everyone.

dollywops

smartiepants wrote: »

Let me tell you a recent M&S Experience.
On Xmas Eve I bought my hubby a jacket price £99
on Boxing day I was browsing the M&S Sale and saw the jacket had been reduced to £60, I told him and we decided to take it back to M&S the following day in order to re-buy it at £60 thereby saving a staggering £39, they didn't have another in the same size and wouldn't re-sell the one we were taking back even though we were a guaranteed customer, so my hubby (who doesn't particularly like M&S anyway) cut his nose off to spite his face and took the £99 refund, but of course had no jacket, we continued shopping and kept going back to M&S to see if the jacket we had returned had been put back on the rail but after about 7 attempts at this to no avail we decided to put it behind us!

The following day our son said he was going into town so I asked him to pop into M&S and see if the jacket had been put on the rail for sale at the reduced price, low and behold it was there and he was very happy to return home with it at the reduced price of £60 RESULT............

What I find hard to believe is that they had a guaranteed customer for this jacket but wouldn't re-sell it to us???

Happy New Year everyone.

M&S have never allowed customers to return goods at full price and then buy the item back immediately at the sale price. It is a completely understandable policy, IMO.

Treevo

smartiepants wrote: »

Let me tell you a recent M&S Experience.
On Xmas Eve I bought my hubby a jacket price £99
on Boxing day I was browsing the M&S Sale and saw the jacket had been reduced to £60, I told him and we decided to take it back to M&S the following day in order to re-buy it at £60 thereby saving a staggering £39, they didn't have another in the same size and wouldn't re-sell the one we were taking back even though we were a guaranteed customer, so my hubby (who doesn't particularly like M&S anyway) cut his nose off to spite his face and took the £99 refund, but of course had no jacket, we continued shopping and kept going back to M&S to see if the jacket we had returned had been put back on the rail but after about 7 attempts at this to no avail we decided to put it behind us!

The following day our son said he was going into town so I asked him to pop into M&S and see if the jacket had been put on the rail for sale at the reduced price, low and behold it was there and he was very happy to return home with it at the reduced price of £60 RESULT............

What I find hard to believe is that they had a guaranteed customer for this jacket but wouldn't re-sell it to us???

Happy New Year everyone.

They didn't need to give you a refund at all so you should count yourself lucky.

smartiepants

Treevo wrote: »

They didn't need to give you a refund at all so you should count yourself lucky.

I don't understand your comments, I bought the jacket at full price, had the original receipt and the debit card, surely I was entitled to a full refund for goods returned in the exact same condition as I bought them, I personally feel that to reduce the price by over a third the day after Christmas is appalling, if they had reduced it by £10 or £15 fair enough, but to immediately reduce it by so much is disgraceful and in my opinion dishonest as they are blatently hoping for people to return items without a receipt and only refund a portion of the original price paid like many of the previous posters have experienced thereby gaining massivley, I understand that there are unscrupulous cheats and thiefs out there, but surely M&S must have built that into the price of the goods in the first place (which we all have to pay for). I have simply played them at their own game, and am not ashamed of it.:rotfl:

Valli

smartiepants wrote: »

I don't understand your comments, I bought the jacket at full price, had the original receipt and the debit card, surely I was entitled to a full refund for goods returned in the exact same condition as I bought them, I personally feel that to reduce the price by over a third the day after Christmas is appalling, if they had reduced it by £10 or £15 fair enough, but to immediately reduce it by so much is disgraceful and in my opinion dishonest as they are blatently hoping for people to return items without a receipt and only refund a portion of the original price paid like many of the previous posters have experienced thereby gaining massivley, I understand that there are unscrupulous cheats and thiefs out there, but surely M&S must have built that into the price of the goods in the first place (which we all have to pay for). I have simply played them at their own game, and am not ashamed of it.:rotfl:

They sold it to you at a price you were happy to pay before Christmas. It's not like the post-Christmas sales came as a great surprise, is it? Bet, if they had put the price UP you wouldn't have rushed in to hand over more money!

I think you'll find they would rather no-one returned items at all, much less without the original receipt for a lower-than-cost-paid refund!

M&S (like some other stores) allow people to return goods if they have 'changed their mind' even if the goods are not faulty. This is a service to their customers, not a legal requirement. Lucky for you that they do, or you wouldn't have received the refund!

Treevo

smartiepants wrote: »

I don't understand your comments, I bought the jacket at full price, had the original receipt and the debit card, surely I was entitled to a full refund for goods returned in the exact same condition as I bought them, I personally feel that to reduce the price by over a third the day after Christmas is appalling, if they had reduced it by £10 or £15 fair enough, but to immediately reduce it by so much is disgraceful and in my opinion dishonest as they are blatently hoping for people to return items without a receipt and only refund a portion of the original price paid like many of the previous posters have experienced thereby gaining massivley, I understand that there are unscrupulous cheats and thiefs out there, but surely M&S must have built that into the price of the goods in the first place (which we all have to pay for). I have simply played them at their own game, and am not ashamed of it.:rotfl:

You should be ashamed that you don't understand the difference between your legal rights and good customer service. As long as people like your abuse such good service, we run the risk of losing it all together.