M&S receipt not redeemed within time.

In November 2019 I returned goods to M&S and received two credit notes - one for £15 the other for £2.  Both valid for 12 months.   I stuck them in my purse for future use.  I discovered them in December 2020.  In March 2020 Covid hit and I did not go out until sometime in 2021, though rarely ventured beyond my local shops for over 2 years and the nearest (not local) M&S is a food store.

In December 2020 I phoned and explained that, whilst I was calling after the credit notes had expired, I had been unable to use them because of Covid.  I was assured by the employee that because of the circumstances there would be no problem.  Family matters and illnesses pushed the item down the the line, but eventually, in August 2023, I decided to see if the monies would be refunded to me.   In answer to my ‘online phone chat’ with an M&S employee I was told ‘No’ and to ‘Have a fantastic day’.  

£17 is a small amount.  I do not need it.  I was unable to use the receipts because of the unusual circumstances and, in my opinion, I should be given new receipts.  M&S are a huge company and I would rather see my £17 go to charity than into their bank account.

I would be interested in other opinions. 
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Comments

  • macsal
    macsal Posts: 14
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    I didn’t venture far until early 2023.   I then was very ill, in hospital and not really recovered until summer 2023 when I did contact M&S.  I was understandably expecting views on the nearly 3 year delay aspect and I realise my personal circumstances are not M&S’s problem but still would rather the money go to a better cause than M&S. 

    Thank you for you view.
  • eskbanker
    eskbanker Posts: 29,884
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    macsal said:
    ...eventually, in August 2023, I decided to see if the monies would be refunded to me.   In answer to my ‘online phone chat’ with an M&S employee I was told ‘No’
    For future reference, even if you'd asked that while the credit vouchers were still within date, the answer would likely have been the same, so you'd probably have been better advised to ask about using them (against a purchase) rather than hoping that M&S would buy them back for cash.  However, as above, it's academic now anyway....
  • born_again
    born_again Posts: 13,627
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    macsal said:
    I didn’t venture far until early 2023.   I then was very ill, in hospital and not really recovered until summer 2023 when I did contact M&S.  I was understandably expecting views on the nearly 3 year delay aspect and I realise my personal circumstances are not M&S’s problem but still would rather the money go to a better cause than M&S. 

    Thank you for you view.

    TBF, the vast majority of 2021 & all 2022 were open as normal. 

    Even though my wife is on the at high risk list. We had our holiday in the Uk the 1st week things opened up in 2020.

    Expecting a refund after 4 years is well out of time.
    Life in the slow lane
  • Alderbank
    Alderbank Posts: 2,696
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    macsal said:
    M&S are a huge company and I would rather see my £17 go to charity than into their bank account.

    I would be interested in other opinions. 
    M&S are a major supporter of a great many charities.

    Just one example, last month they said
    Since 2015, M&S has donated the equivalent of 70 million meals to more than 3,000 local charities and community organisations.
    This year has seen over 13 million meals donated, the highest in the partnership to date, with 400,000 meals donated in the first week of December alone.

    If you Google 'M&S charity' you will see links to the dozens, perhaps hundreds, of charities they donate to, so it is likely that your £17 has been used in the way you would like.
  • Okell
    Okell Posts: 607
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    I'd advise you to ask instore and see if they will let you use them.

    I had a problem with M&S giftcards which I managed to get extended twice.  M&S customer services online were completely useless and told me it would be "unfair on other customers" to extend them for me.  I went instore and they were extended twice for me with no questions - even though they had already expired both times.  (I think they usually expire two years after purchase but I managed to use them after over 6 years).

    I'm also having another online tussle with M&S over an online purchase.  They really are useless and can't seem to grasp that the CRA might entitle consumers to a refund or replacement even outside their own returns policy.  It would be quite funny dealing with them if it didn't mean that they must be turning down many genuine customer requests through ignorance.
  • RefluentBeans
    RefluentBeans Posts: 853
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    There’s two issues - one being the expired credit note and the other being the redeeming, effectively, for cash. 

    Approaching the first one - in December 2020 you called up, and they said that they’d honour it even though it ran out (in November 2020). Between then and now did you ask if you could spend it again (other than the recent phone call)? Waiting 3 years past the expiry date to spend a credit note and expecting the retailer to refund is, in my opinion, ambitious. 

    The other question is whether, even in date, you would be eligible for a ‘cash’ refund.  In this case, almost all store credit vouchers have terms that state they can’t be exchanged for cash. Looking at a recent picture someone posted online (a 2024 expiry date, so from 2023) there is a term that says this. So in that case, I don’t think you have a legal right to ask for a ash refund. 

    Unfortunately, goodwill will get you so far, but I think you’re swimming against the tide on this one. I appreciate you may have felt uncomfortable venturing further afoot at the time, but the time to contact M&S would’ve been then, not 4 years from issue, 3 years post expiry. 
  • Grumpy_chap
    Grumpy_chap Posts: 14,407
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    macsal said:
    In November 2019 I returned goods to M&S and received two credit notes - one for £15 the other for £2.  Both valid for 12 months.   I stuck them in my purse for future use.  I discovered them in December 2020.  In March 2020 Covid hit and I did not go out until sometime in 2021, though rarely ventured beyond my local shops for over 2 years and the nearest (not local) M&S is a food store.

    In December 2020 I phoned and explained that, whilst I was calling after the credit notes had expired, I had been unable to use them because of Covid.  I was assured by the employee that because of the circumstances there would be no problem.  Family matters and illnesses pushed the item down the the line, but eventually, in August 2023, I decided to see if the monies would be refunded to me.   In answer to my ‘online phone chat’ with an M&S employee I was told ‘No’ and to ‘Have a fantastic day’.  

    £17 is a small amount.  I do not need it.  I was unable to use the receipts because of the unusual circumstances and, in my opinion, I should be given new receipts.  M&S are a huge company and I would rather see my £17 go to charity than into their bank account.

    I would be interested in other opinions. 
    Gift cards / credit note receipts do typically have an expiry date.
    Allowing an extension for the period impacted by COVID is reasonable.
    You seem to be suggesting that from March 2020 until August 2023, you have not purchased any items.  Would the credit receipt have been redeemable in M&S food and / or online in that period?
    I think the time that has passed means you have probably lost this value.
  • sheramber
    sheramber Posts: 18,636
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    I realise my personal circumstances are not M&S’s problem

    Expecting them to honour  gift cards after 3 years is expecting them to make it their  problem
  • photome
    photome Posts: 16,312
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    I think the biggest issue is the delay between Dec 20 and Aug 23. They offered goodwill in Dec 20 , but  not for nearly 3 years. 

    You now have another delay of nearly 6 months since that last phone call

    I would give up
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