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

L-J-R

My nearest M&S recently refused to refund a 'sales' item, even though I had a receipt and was well within the 90 days. The reason? 'We're no longer taking sales items purchased elsewhere.' There was no notice indicating this policy. I then had a journey of about 14 miles to return said item to its original store, where the sales assistant couldn't understand why my attempted return had been refused in the other store.

me4bargains

I had a friend who was gien an ugly dress for her borthday and they snotty SA refused to take it back per se because she didn't have her receipt.
So she went to another branch and was given a credit note.
I think it's down to the individual Sa. Some act like you are trying to take food out of their children's mouth when returning an item.

smittenkitten

I will also admit I buy loads of clothes (not in one go) and take it back my reason is that I am unable to try stuff on as I have a little one who will not be patient to sit there (hes fine if we are on the move) so places like next m and s is where I shop due to the fact I can take stuff back (with a reciept)

if that was to stop then I would have to look at other ways and prob not spend as much in them type of places

dmg24

Dustykitten wrote: »

I have brought an item in the past and not been able to find the receipt. The store were able to look up the transaction as it was on my M&S card (although not instantly as it had to be done by somebody in the office so they phoned me the next day) and they did give me the refund. The statement you get only shows the total for the transaction not the individual items.

M&S clubcard can also look at individual items on their computers so would be able to fax the details to a store.

The fact that it was on an M&S Money card is irrelevant. They can look up any transaction if they so wish, not just those paid by with by card.

The_Old_Bag

gkf wrote: »

I am not aware of stores that are refusing everybody, they shouldn't be doing that. I believe it to be only suspect customers.

Thanks a lot !!

I used to work for M&S, have had an M&S store card and now &more card for over 20 years.
If they consider me a "suspect customer" then they have now lost me as a customer in their food hall and Furniture/gift sections as well:cool:

anfieldred

In response to the OP:

M&S have a good refund policy, and *usually* give a refund without receipt. It is not down to the person serving behind the counter if you get a refund or not.

As you can imagine, stores like M&S get robbed from just as much as anyone else, and people take advantage of this by stealing, taking stuff back without the receipt, getting a credit note which then goes on ebay or is sold outside the store for less than face value.

(by the way, im not calling you a thief )

On the customer service desk, they get refunds all day, and the majority are genuine, but a small amount are dodgy !!!!!!s, and this goes against them.

Any high priced items are not to be given even a credit note, after all, if the person was genuine then surely they should have kept the receipt.

At the end of the day its a management decision, if the person goes behind the counter to go and have a word it means they are checking up on the person being served.

They do not do this to try to discriminate/make anyone out to be a crook, but for the reason mentioned earlier they do on occasion turn down refunds without a receipt (which they are well within their rights to do).

dmg24

anfieldred wrote: »

In response to the OP:

M&S have a good refund policy, and *usually* give a refund without receipt. It is not down to the person serving behind the counter if you get a refund or not.

This is not the experience of many on here, and it is not their policy to give a refund without a receipt.

anfieldred

the staff at the Customer service desk are told by the powers that be to check with management /security staff if they are unsure of anyone who is bringing anything back without a receipt, but normally they do give a credit voucher if the person has no receipt.

hollydays

anfieldred wrote: »

In response to the OP:

M&S have a good refund policy, and *usually* give a refund without receipt. It is not down to the person serving behind the counter if you get a refund or not.

As you can imagine, stores like M&S get robbed from just as much as anyone else, and people take advantage of this by stealing, taking stuff back without the receipt, getting a credit note which then goes on ebay or is sold outside the store for less than face value.

(by the way, im not calling you a thief )

On the customer service desk, they get refunds all day, and the majority are genuine, but a small amount are dodgy !!!!!!s, and this goes against them.

Any high priced items are not to be given even a credit note, after all, if the person was genuine then surely they should have kept the receipt.

At the end of the day its a management decision, if the person goes behind the counter to go and have a word it means they are checking up on the person being served.

They do not do this to try to discriminate/make anyone out to be a crook, but for the reason mentioned earlier they do on occasion turn down refunds without a receipt (which they are well within their rights to do).

"if the person was genuine then surely they should have kept the receipt"

(and anyone who hasnt got a receipt is considered suspect).

What a confused lot you are!

So by that logic everyone with a higher priced item is obviously dodgy.,and any person sent away from the counter without a receipt is a thief!(The other customers in the queue will be aware of this now,thanks to this thread) It seems to me that Marks own staff dont seem to know their right hand from their left and are being judge and jury.Marks and Spencers would definitely not approve of some of the comments that have been made on here-.

Stores do have discretion,but their staffs logic seems to be all over the place. Seems they are tarring all receiptless customers (ok it IS the customers fault they have lost the receipt) with the same brush.,and maybe its this that is getting up customers noses.

anfieldred

well, i work for M&S and deal with this kind of thing daily.(but i dont work on the refunds desk)

Not everyone is considered a thief, but , when you see the same people returning suits/coats/ curtains etc daily without a receipt, something starts to suggest that not all is right.

People DO GENUINELY lose/forget receipts, and those people are usually given a refund. But, at the same time, why should m&s pay out to everyone that doesnt have a receipt?