To be outraged by marks and spencer

[onedayatatime73]

I have just moved house, and ordered tons of new furniture from m and s.

One of the chest of drawers doesn't fit up he stairs, and they are charging me £100 to take it away!

I have offered to buy a smaller one - or even two smaller ones that would come to more than the original price, but they would still charge £100 to take it away.

Surely this can't be right?

And the delivery men seem quite pleased with themselves they can't get it up the stairs.

Did you take measurements before you ordered it?

it's your responsibility to measure.

Why didn't you check it would fit up the stairs?

M and s driver furniture free don't they?

It does say this in the terms and conditions

help.marksandspencer.com/faqs/company-website/terms-and-conditions.html#PartE3

Distant selling regs give you the right to return for 14 days so regardless of the reason they should take it back.

They can still charge for collection under distance selling regs.

well, i can see why they have the charge, to avoid people ordering a sofa or something and them incurring the cost of delivery and then having to pick it up again at their cost.

however, on a slightly more helpful note, maybe point out that you have had several items delivered so therefore it was pretty cost neutral, or that you have more stuff coming so is there any reason why it cant be picked up at the same time?

If they didn't do this then people would be ordering all sorts and then returning it.

Outraged? Really?
Do the delivery people do collections as well? Some companies have separate people doing the collections and deliveries.

Outraged?
Annoying, yes - but your fault for not measuring properly?
Can you take it apart, and rebuild upstairs?

Considering the number of woman of a certain age who still buy six pairs of mens shorts at the start of summer and then return 4 pairs 3 days later after husband has tried them on at home I´m not surprised they charge for collection on furniture or the taking liberties brigade would order three sofas and return 2 before the credit card bill was due.

Hi, we recently had problems with M&S furniture. We have been lied to my numerous call centre and store staff about our rights and prevents from returning 3 items of their poorly made furniture.

When we did we didn't receive our money back for over a month and had to threaten small claims courts before we eventually did.

I bypassed the call centres and stores as they lied out right and tried to stretch things out so the time limits were up and we wouldn't get a full refund.

Email Steve Rowe, he has previously worked as furniture management but is now high up and on the board. (His jobs just changed again) His personal team made sure we had a refund as soon as possible after he was involved and stopped the lieing.

Keep the email factual but stress you need his input to resolve it then your email won't just be sent to customer services.

When ours were collected (FOC) the guys said all M&S furniture is shocking and thats why they are tasked with putting it together so the customers don't see how bad it is. The also said they are all faulty/broken/not fit to do the job. So check it over really well. Could you return as faulty?

Oh and if you realised it wouldn't fit while they were there's the delivery team should have informed you that you didn't have to accept delivery of it. So you could have refused it then. If they had of told you.