Active discussions

Help protect children from gaming harms.

Take our survey

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to be annoyed that m and s won't even let me pay to take the mirror back now

34 replies

deaconblue · 06/06/2007 11:46

Bloody mirror saga continues. Now we can't even get an exchange for a smaller mirror even if we are willing to pay a £100 cancellation fee. Marks and Spencer will not take the mirror back under any circumstances. So am stuck with ugly HUGE mirror forever. Fingers crossed some ebayer with an enormous house will want it.

OP posts:
New posts on this thread. Refresh page
PrincessPeaNips · 07/06/2007 14:04

well do that, but then I'd still write a very stiff letter to head office

it is outrageous that you should have to pay a £100 collection fee, I bet they refund you

Original poster
deaconblue · 07/06/2007 14:02

There wasn't one in the store, so I just chose it from the magazine (where it looks normal size pg 62).
Have phoned bloke who wrote the letter today and he has agreed to exchange it for the one we actually want. They are still going to charge me a £100 collection fee but at least I get the mirror I want, get rid of the one I don't want. Works out that I've paid for a big mirror and got a small one but at least I can get the biggest mirror on the planet out of my dining room.
Thank you for advice everyone.x

OP posts:
PrincessPeaNips · 07/06/2007 07:19

oh sorry I thought you'd ordered it online. yup, if you ordered it in store distance selling doesn't apply.
howevrr if you ordered it in store (didn't you see it there?) and it didn't arrive until after 7 days, then how were you meant to reject it as being unsuitable, unless it was made clear at the time of order that it was effectively a special order which couldn't be returned.

wouldn't bother with the store, would go straight to chairmans office

LynetteScavo · 07/06/2007 07:15

Personaly, I'd try Cods method first. I'd play dumb anbd say how I accidently ordered the wrong one and you are soooo annoyed with yourself. Act like the chairman is a personal friend.

nodnod · 07/06/2007 01:01

Don't phone or write, turn up to the store that you bought it in try to go about 20 minutes before the shop shuts, go to customer services if they have one, which I imagine they would if they have furniture ordering. And make a huge fuss, if you can bare it take your kids, get them to run about knocking stuff over. Mention how you've shopped in M&S your whole life and love the place and this has put you off, and you'll never be shopping here ever again. Also if you are the proud owner of an &more card cut it up infront of them. Try to mention how you left your sick mother at home alone to bring it back. Then to top it all off tell someone that you bought it for your aunt/uncle/grandparent who has since died, therefore you now have no reason for it. If this doesn't work ask for a manager and repeat, if this doesn't work ask for their manager and repeat, and if that doesn't work ask to see the store manager. By this time they'll be so glad to see the back of you that they'll do anything.
I've had every one of these excuses (the dead relative one more than is morally right) and if you use enough of these you'll definitely get it. You might even get your money back for the petrol that got you there.
I'd try and just take it back to the shop first, maybe to a stupid looking assistant who doesn't realise they're not meant to take back such things

I hope my manager doesn't see this

FluffyMummy123 · 06/06/2007 21:46

Message withdrawn

Original poster
deaconblue · 06/06/2007 20:58

It's the small one we want but they wanted originally to charge us £100 to take away the big mirror. Now they are saying they won't exchange the big mirror even if we are prepared to lose the £100. I so wish I could turn back two months and check the bloody measurements

OP posts:
LynetteScavo · 06/06/2007 20:31

I see they do a smaller mirror in the same style. Would you prefer that? Could you say you ordered the wrong one and want to change it?

Original poster
deaconblue · 06/06/2007 20:26

It is so heavy, I don't think it could be carried from a car park to the store. I think my best bet is contacting someone higher up and trying my luck there

OP posts:
whomovedmychocolate · 06/06/2007 20:03

Can you return it to the store though? Surely if you just turn up, don't say anything, they will just take it back - say it was a gift, last week and you don't know which store it was from.

Original poster
deaconblue · 06/06/2007 20:00

peterborough.
I think this is the problem. The distance regs are more lenient than the in-store ones

OP posts:
whomovedmychocolate · 06/06/2007 19:58

Where abouts are you shoppingbagsundereyes?

Ladymuck · 06/06/2007 19:33

But if you ordered it instore does it come under the distance selling regs?

Original poster
deaconblue · 06/06/2007 19:31

The letter said distance selling is only over the internet or phone. BEcause we bought in store it's different? I explained that we couldn't see the mirror so were in same position as a telephone customer but he said that makes no difference. Will ahve to be tougher

OP posts:
Original poster
deaconblue · 06/06/2007 19:30

Do you reckon, oh you are giving me hope now. Will do that first thing tomorrow. The manager bloke sounded really smarmy in the letter, lots of understanding my disappointment but no help at all.

OP posts:
PrincessPeaNips · 06/06/2007 19:27

mum23girls is quite right

write a letter to headf office quoting the distance selling regulations, stating that you originally made contact trying to return within 7 days of receipt and making it plain on the letter that you have copied it to your local trading standards

a polite man with an M&S van and a cheque for the full amount will be with you to remove the offending mirror before you can say "breach of consumer law"

FluffyMummy123 · 06/06/2007 19:25

Message withdrawn

FluffyMummy123 · 06/06/2007 19:25

Message withdrawn

FluffyMummy123 · 06/06/2007 19:23

Message withdrawn

mumto3girls · 06/06/2007 19:21

I copied that fom their site...says 7 days afte receipt no ordering...?

mumto3girls · 06/06/2007 19:20

What are my rights under the Distance Selling Regulations?

If you are contracting with us as a consumer, you have the right to cancel your contract at any time within 7 working days of receipt of the goods you ordered. In this case, you will receive a full refund of the price paid for the goods, in accordance with our refunds policy.

To cancel a contract, you must inform us in writing and return the product(s) to us immediately, in the same condition in which you received it, and at your own cost and risk.

The Regulations do not apply to flowers and plant gifts, made to order curtains or fresh hampers. Full details of how to exercise your rights under the Regulations are set out in the despatch notification email.

Original poster
deaconblue · 06/06/2007 19:18

having said that it seems to indicate we are able to lose the £100 and they will take it away. We were told today that they won't do anything for us.

OP posts:
Original poster
deaconblue · 06/06/2007 19:18

It is 7 working days after you order it. We ordered it two months ago in a store where they didn't have an example to view. It arrived last week and we realised straight away it was too big but by then it was too late. If you look at their furniture returns policy it's different
www.marksandspencer.com/gp/browse.html/ref=sc_bb_c_0_43673031_3/203-1579846-4768755?ie=UTF8&node=43701031&no=43673031&mnSBrand=core&me=A2BO0OYVBKIQJM

OP posts:
SpacePuppy · 06/06/2007 18:58

why did it take you more than 7 working days to realise it is too big?

SpacePuppy · 06/06/2007 18:56

I'd take them up on the returns policy here it doesn't say you're not allowed to return. Why won't they?

Swipe left for the next trending thread