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Original poster

Help! M&S won’t refund, on live chat

205 replies

ComputerIsSayingNo · 12/12/2023 11:54

On live chat, did a big order for M&S for DH’s birthday. Present and clothes to wear. Ordered on the 9th and paid extra for next day delivery. This was presented as the 11th as the 10th was a Sunday. Didn’t arrive yesterday and checked today to see they have put delivery as the 19th. I wouldn’t have selected this date and don’t know where the error is.

Asked for them to send for tomorrow, said no. Asked to cancel and refund my order so I can reorder for tomorrow, said I am not allowed to cancel the order or ask for a refund. Even though it hasn’t been dispatched and won’t be a for a week!

i have siad distance selling allows me to cancel according to government but they are still saying I am only allowed to cancel 30mins after the order.

OP posts:
Tippexy · 14/12/2023 11:50

Had my usual chat thanking them for their help and hoping the rest of the shift went well and dragging out the end for them.

You have mentioned this a few times now but actually it’s not the help that you think it is. Rather than ‘dragging out the end,’ they would much rather wrap things up quickly as doing so means their average chat time is reduced and this helps with their targets.

letsallmeetupinthehyear2000 · 14/12/2023 12:06

tuvamoodyson · 14/12/2023 08:01

‘I’m handing the phone over to my husband now Evan…’

Show quote history

🤣 I think we need to check if Evan is ok

floofbag · 14/12/2023 16:58

Can't you just re order on your credit card and deal with the other order later ?

Original poster
ComputerIsSayingNo · 14/12/2023 20:10

floofbag · 14/12/2023 16:58

Can't you just re order on your credit card and deal with the other order later ?

Thanks for catching up. I explained I ordered a replacement on credit card. Not everyone is the position to do so, and I’m wary of having stuff vanish and waiting until after Christmas to be refunded. I also explained that the new order arrived in time but was the wrong size by 2. On packaging I noticed it is not only the wrong size, but a woman’s version of the item. Really does feel like a fuck you.

Amazon will let you cancel an order if it’s not been dispatched.
And other shops.

OP posts:
Original poster
ComputerIsSayingNo · 14/12/2023 20:12

Tippexy · 14/12/2023 11:50

Had my usual chat thanking them for their help and hoping the rest of the shift went well and dragging out the end for them.

You have mentioned this a few times now but actually it’s not the help that you think it is. Rather than ‘dragging out the end,’ they would much rather wrap things up quickly as doing so means their average chat time is reduced and this helps with their targets.

I was trying to do something nice, but have learnt this is not helpful. I will speed things along, not say Thankyou and end the chat immediately. A lot if the time it felt like they liked the chat at the end and slowed things down when they could. But I will follow your advice Thankyou.

OP posts:
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