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

smanolo

M&S are an absolute disgrace,here's my experience:

I have returned from the M&S store at Manchester –Longbridge (7 Market Street) to collect some trousers I ordered online andreturn a pair that didn’t fit correctly. At approximately 1.15pm today.

I bought a pair of trousers in-store on 3rd July,but didn’t have time to try them on, and bought my regular size, 38 inch waist.

Upon arriving home, I tried the trousers on, found they wereslightly tight around the waist, so ordered a pair of 40-inch trousers online,to collect in-store.

I was given a date of 8th July to collect thetrousers I had ordered online, so thought I would return the other pair on thesame date, for the sake of convenience.

I placed the trousers back on the original hanger and keptthem in the bag, ready to return, with all original tags.

I went to the Longbridge store this lunchtime to return thetrousers and pick-up the ones I had ordered online.

I expected a simple exchange /refund and collection, howeverended up in the extremely hot back section for 45 minutes, and was subject tothe rudest customer experience I have ever experienced.

I first had to wait 20 minutes in the Refunds section toreturn the original pair of trousers I bought. Upon arriving at the till, thefemale member of staff (who wasn’t wearing a name badge and refused to give hername), said she would need the receipt and check the trousers. I gave her thereceipt, she checked the trousers and then said she wouldn’t refund thetrousers because I had tried them on and sat down in them.

I informed her that I had tried on the trousers and hadindeed sat down and got back up again whilst trying them on for size, as Iwould do when trying on any pair of trousers for a correct fit.

I then asked her to call her manager, which she refused todo, and simply went and chatted to another member of staff on the tills for aminute or so.

She then proceeded to perform a thorough examination of thetrousers and basically implied that I was lying and had worn the trousers for alengthy period of time, rather than simply trying them on for a few minutes.She refused the refund, almost threw the bag back at me, and said can you goaway there are other customers behind you.

As I was in my lunch hour, I didn’t have time to carry onarguing with her (I don’t expect to have to argue with sales staff at M&Sor any other retailer).

I then had to go to a different section to collect thetrousers I had ordered online, which meant another 20 minute wait. The trousersarrived and were in a poor condition as they were severely creased, so I askedfor them to be returned for a refund, at which point I was informed I wouldhave to go back to the Refunds section to return them for a refund.

I honestly thought I was being setup as some kind of joke atthis point, as I then had to wait another 20 minutes in the queue to get to therefund till.

When I got to the front, the member of staff who was rude tome before was due to serve me, but walked off the till and asked a colleague toprocess my request, because she didn’t want to have to deal with me again.

As a result of the whole experience, I was late back in towork; I have a pair of trousers that do not fit me, and M&S are refusing toaccept as a return, which is against my statutory rights; and just for goodmeasure I was thoroughly insulted and called a liar in the process.

ABSOLUTE JOKE!

smanolo

Oops, sorry about some of the grammar above, I cut and pasted from the email I sent their customer services, and some spaces seem to have been deleted.

Apologies,
S.

littlereddevil

Take them back to another M&S and see how you get on

d123

smanolo wrote: »

[I have a pair of trousers that do not fit me, and M&S are refusing toaccept as a return, which is against my statutory rights; and just for goodmeasure I was thoroughly insulted and called a liar in the process.

What statutory rights would that be?

smanolo

d123 wrote: »

What statutory rights would that be?

OK, I'll rephrase that. It's against their own returns and refunds policy.

d123

smanolo wrote: »

OK, I'll rephrase that. It's against their own returns and refunds policy.

That's hardly the same thing.

Looking at their policy it also seems that in your case, the assistant didn't agree with you with regards this term in their refund policy.

Please note that items must be returned in their original packaging and in a re-saleable condition

You should have ensured you had enough time to ask to see a supervisor or manager for another opinion on the condition of the trousers you were returning.

grunnie

smanolo wrote: »

M&S are an absolute disgrace,here's my experience:

I have returned from the M&S store at Manchester –Longbridge (7 Market Street) to collect some trousers I ordered online andreturn a pair that didn’t fit correctly. At approximately 1.15pm today.

I bought a pair of trousers in-store on 3rd July,but didn’t have time to try them on, and bought my regular size, 38 inch waist.

Upon arriving home, I tried the trousers on, found they wereslightly tight around the waist, so ordered a pair of 40-inch trousers online,to collect in-store.

I was given a date of 8th July to collect thetrousers I had ordered online, so thought I would return the other pair on thesame date, for the sake of convenience.

I placed the trousers back on the original hanger and keptthem in the bag, ready to return, with all original tags.

I went to the Longbridge store this lunchtime to return thetrousers and pick-up the ones I had ordered online.

I expected a simple exchange /refund and collection, howeverended up in the extremely hot back section for 45 minutes, and was subject tothe rudest customer experience I have ever experienced.

I first had to wait 20 minutes in the Refunds section toreturn the original pair of trousers I bought. Upon arriving at the till, thefemale member of staff (who wasn’t wearing a name badge and refused to give hername), said she would need the receipt and check the trousers. I gave her thereceipt, she checked the trousers and then said she wouldn’t refund thetrousers because I had tried them on and sat down in them.

I informed her that I had tried on the trousers and hadindeed sat down and got back up again whilst trying them on for size, as Iwould do when trying on any pair of trousers for a correct fit.

I then asked her to call her manager, which she refused todo, and simply went and chatted to another member of staff on the tills for aminute or so.

She then proceeded to perform a thorough examination of thetrousers and basically implied that I was lying and had worn the trousers for alengthy period of time, rather than simply trying them on for a few minutes.She refused the refund, almost threw the bag back at me, and said can you goaway there are other customers behind you.

As I was in my lunch hour, I didn’t have time to carry onarguing with her (I don’t expect to have to argue with sales staff at M&Sor any other retailer).

I then had to go to a different section to collect thetrousers I had ordered online, which meant another 20 minute wait. The trousersarrived and were in a poor condition as they were severely creased, so I askedfor them to be returned for a refund, at which point I was informed I wouldhave to go back to the Refunds section to return them for a refund.

I honestly thought I was being setup as some kind of joke atthis point, as I then had to wait another 20 minutes in the queue to get to therefund till.

When I got to the front, the member of staff who was rude tome before was due to serve me, but walked off the till and asked a colleague toprocess my request, because she didn’t want to have to deal with me again.

As a result of the whole experience, I was late back in towork; I have a pair of trousers that do not fit me, and M&S are refusing toaccept as a return, which is against my statutory rights; and just for goodmeasure I was thoroughly insulted and called a liar in the process.

ABSOLUTE JOKE!

I had a very similar experience in the Aberdeen store but instead of trousers it was 2 tshirts for my husband. The lady at customer services when I left I turned around and she was talking to the rest of the queue which were behind me saying how awful that she had to put up with the likes of me!! M&S just lost a customer as I bought all our clothes from there.

smanolo

d123 wrote: »

That's hardly the same thing.

Looking at their policy it also seems that in your case, the assistant didn't agree with you with regards this term in their refund policy.



You should have ensured you had enough time to ask to see a supervisor or manager for another opinion on the condition of the trousers you were returning.

As I mentioned earlier in the post, everything was in it's original packing, all tags and so on were attached, and there was nothing wrong with the trousers at all. My other half works in retail and made sure they were hung up properly and in the condition I got them in.
She also said it's perfectably acceptable while you're trying something on to actually have a walk about in them, sit down etc, to ensure correct fit. I didn't even go that far, literally had them on for couple of minutes max.

The irony is, I'd say the trousers I'd ordered online were actually not suitable for sale. Folded and packaged very badly and completely creased, so I would have had to had them dried clean before wearing.

I shouldn't have to go to another store on the off chance a different sales assistant might accept them back as someone else suggested.
Or take more time out of my lunch hour to wait for a manager/supervisor to turn up. She simply showed them to the girl on the next till who just shrugged her shoulders and said "I don't know".

Anyway, I have raised it with their customer services department so will wait for a response.

Thanks
S.

SunnyGulf

Problem with Xmas M$S refund

I have always been horrified at some of the awful things people have attempted to return to M&S and totally supported the toughening up of their policy but after a recent complaint with them I feel strongly that they are not upholding what is promoted as their policy even.

I live abroad so I did some early Xmas shopping in mid September, when purchasing a cashmere coat for my daughter I asked for a gift receipt and stated specifically that it was a Christmas present, the assistant said their extended Xmas refund policy was not in force yet so I said I would not be able to buy it if that was the case as obviously I needed a valid gift receipt to enable a return option should the item not be suitable. The assistant called over the floor supervisor/manager who said she would write on my gift receipt that it was a Christmas present and initial the authorization for a refund after Christmas. I was happy and didn't for one minute question her authority, why would I? However when my daughter tried to return this with the gift receipt they refused to give her a credit for the full amount and would only offer the sale price and informed her that she could have written the authorization note herself, so why should they honour it?

I have taken this matter up with 4 people within customer service including a manager and they have flatly refused to honour this saying this is not their policy. Obviously we are in March now and I have given up on trying to get M&S to honour their obligation or take responsibility for staff action which I took in good faith.

I was a good MS customer but no more, their attitude and the arrogance of their replies to my complaint was quite incredible and I wish I could post them on here but fear that would not be appropriate.

I feel so upset that my daughter had such a disappointment with that part of her present and at £99 although not a fortune is a lot to be totally wasted and it is sad that M&S take this attitude and can't make a goodwill gesture to me the customer who was assured by their staff that this handwritten authorization would suffice for a credit to be given after Xmas.

Has anyone else had a similar situation?

tototo

I didn't even wear mine as I could not pull them up, too small:2 dresses, 2 skirts and a trousers as I was told they are clearance so do not qualify for a refund or exchange, £50 worth of clothes I can't wear. CS have told me 'tough', no returns, no exchange so I have to live with it. But hey, you learn a lot from customer services, will never set my foot in M&S or my online shop.

Apparently i should have been told at point of sale, little did I know, always thought of M&S as a big brand that looks after its customers, how wrong was I in this case? Lesson learnt the hard way! Advice, try in the shop, never walk out, I would have saved myself £112.