M&S refuse to refund for goods that aren’t durable

1957sisgb

Bought some trainers from M&S. Eight weeks later the thin vinyl covering on the top of the foot started peeling off. Took them back (to a different branch) and the assistant recoiled in horror, exclaiming”they’ve been worn!” (Of course they’ve been worn; thats their purpose! Even had I worn them continuously for the entire eight weeks, they should surely have lasted longer than that?) Refused a refund or replacement.

Alderbank

It's not clear - who refused a refund or replacement? One horrified shop assistant?

Go back to the store and ask to see the manager.

They might still refuse, but you are entitled to a non-confrontational explanation of why. 

YBR

They may not have realised that you're not asking for a courtesy refund (I've changed my mind) but a refund on the basis of poor quality product. Talk to a manager.

Ergates

1957sisgb said:

Bought some trainers from M&S. Eight weeks later the thin vinyl covering on the top of the foot started peeling off. Took them back (to a different branch) and the assistant recoiled in horror, exclaiming”they’ve been worn!” (Of course they’ve been worn; thats their purpose! Even had I worn them continuously for the entire eight weeks, they should surely have lasted longer than that?) Refused a refund or replacement.

It sounds likely that the horrified assistant was under the impression that you were returning them as unwanted  - (or because they're the wrong size etc) which M&S are pretty good about - rather than you returning them because they are faulty.  Which, tbh, should have been pretty obvious.

Take them back to the store and explain the issue - hopefully you'll catch someone a little more on the ball this time.

1957sisgb

Thanks for the comment. It was a Department Manager.

Alderbank

1957sisgb said:

Thanks for the comment. It was a Department Manager.

Perhaps they were horrified that you called them a shop assistant?

Ergates

1957sisgb said:

Thanks for the comment. It was a Department Manager.

Should have been even more obvious to them then.  Same principal applies - "change of mind" returns for something bought in person are optional for a retailer, and won't apply to items that have obviously been worn.   But that isn't what you were wanting, so this person was just confused.

You are returning them because they're faulty, which isn't optional for them.  It is incredibly unlikely that a department manager is unaware of this, and it is also unlikely that they would intentionally misinform you (at some places maybe, but M&S are generally good with CS).  Therefore, the it seems likely that, for whatever reason, they didn't understand what you were asking for.

flossymcfly

I know this may seem obvious...but did you explain that you were returning them as they were faulty and show them the issue...or did you just say you wanted to return them and explain no further?