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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Marks and Spencer policy

34 replies

aliceryan · 04/04/2016 15:02

Do you know that if you buy something from Marks and Spencers, that turns out to be the wrong size and in between time, they reduce the item and place in the sale, you only have until the date on your receipt to exchange for another size (or another item, the right size) of the same value? After the date on the receipt, even if they no longer have in stock (which is likely in this instance as they have reduced the item) you are only entitled to the sale price for a credit note? So you either need to get everything with a gift receipt as evidently it gives you longer to return (surely this makes a nonsense of their own policy stance as clearly they are not in principle against exchanging etc after the 35 days) or be sure not to buy birthday or Christmas prezzies more than the 35 days in advance (from receipt to taking back). This includes buying for your own partner, children, relatives or including anyone who is dependant on help to get to a shop (people with disabilities). People don't always think to get a gift receipt for their immediate families and of course it isn't classed as a 'gift' by the buyer ie buying ones husband a shirt. Now don't forget you are not to be tempted to buy an item, ahead of time and organised, because their new collection has arrived in store, unless you get a gift receipt, whether it is a gift or not! This is one sparks collector who is voting with their feet!

OP posts:

Stillunexpected · 04/04/2016 15:05

What do you mean date on the receipt? Do you mean that you have 28 days from the date on the receipt to return the item? Then after that date you only get the reduced price if it has gone in the sale? Sounds perfectly fine to me.

StopBoasting · 04/04/2016 15:07

I think their return policy isn't as good as it used to be but it is clear and fair.

You have 35 days to check that the item is what you want which I think is plenty.

Sorry but I don't think you have a reason to complain.

ThedementedPenguin · 04/04/2016 15:10

Isn't that just standard in all shops?

Original poster

aliceryan · 04/04/2016 15:15

I bought my husband a shirt (£35.00) on the 1.2.16 for his birthday on the 31.3.16. from their new collection. I tried to exchange for a bigger size on the 4.4.16 but as the shirt was no longer available the only option was to accept a credit note for the sale price (£14.99). which I think is likely to mean in practise that my husband is unlikely to get a shirt.

OP posts:

LIZS · 04/04/2016 15:18

It does say the date on the receipt. Any exchange or refund is discretionary. Policy changed a few years ago.

BertieBotts · 04/04/2016 15:19

This is quite standard. Actually, it's a generous policy as unless an item is faulty, legally no shop has to accept any return.

Buying a present two months in advance if you're not sure of the size is a little bit unwise anyway, because shops tend to change their clothing ranges at least four times a year (one for each season), so surely you'd realise that it might no longer be available.

SawdustInMyHair · 04/04/2016 15:21

They're not obliged to take back anything bought in store (distance selling regs are different) unless it's faulty or not as described. Allowing for exchange/return if you don't like it or it's too small is their choice and a service to their customers and good rep for their business. So I think it's a bit weird when people complain about it. It's not your right, it's a perk, so be happy!

flirtygirl · 04/04/2016 15:21

A credit note is fine only if you are getting what you paid originally which should be the case as you have a reciept and if its over the time limit. Otherwise you should get a refund the same way you paid, if within the time limit.
Yanbu as getting back £14.99 and not £35 is out of order and i also would not buy in there for that reason.

SavoyCabbage · 04/04/2016 15:22

I think it's a fair policy. They have to keep renewing their stock. They can't sell things months later at full price.

ThroughThickAndThin01 · 04/04/2016 15:22

Standard policy. Aren't all shops the same?

I always ask shops policy at christmas as I like to shop a bit earlier, and there are more generous returns policy at that time of year.

MarthaMonkeynuts · 04/04/2016 15:23

What would have happened in your scenario if you had got a gift receipt? Would you have got a credit note for £35? Is there a time limit on that?

StitchesInTime · 04/04/2016 15:24

I don't think it's an unreasonable policy. Especially as you have the option of asking for a gift receipt.

ProcrastinatorGeneral · 04/04/2016 15:24

You're lucky they'll allow a return or exchange at all. Legally they only have to accept a return if the item is faulty. It's your fault for not reading the information in the receipt.

samG76 · 04/04/2016 15:24

YABU, - otherwise, whenever anything went on sale anyone who has ever bought it would return it for a refund, buy the same item at the cheaper price, and pocket the difference.

SawdustInMyHair · 04/04/2016 15:25

How is it out of order? It's a freebie - they could just say they're not taking it back because you bought it = it's yours and tough titty.

They're not required to give a refund, credit note or anything by law. They could just have their policy that they don't do refunds or exchanges. As it is they're abiding by their policy, which is what it was bought under.

malmi · 04/04/2016 15:27

Policy sounds reasonable to me too. The item is only worth to them what they can resell it for. If it's gone on sale, then they will only offer the sale price.

bearbehind · 04/04/2016 15:31

I don't see why it would be any different with a gift receipt- doesn't that just tell the store what was paid and when but the same principle applies with the length of time to exchange?

honkinghaddock · 04/04/2016 15:33

SamG76 - I know some one who used to take their Christmas presents back to m and s, get a full refund and then buy them in the sale.

honkinghaddock · 04/04/2016 15:48

I did get annoyed with one store ( in chain of outdoor clothing) who when swapping for a difference size two days after I had bought it with receipt , charged me extra because there wasn't a special discount on that day - this was despite having a 30 day exchange policy.

NotCitrus · 04/04/2016 15:57

haddock The staff in M&S and other chains used to often advise you to do that! I always figured it was part of their then-excellent customer service.

Stillunexpected · 04/04/2016 16:00

of course it isn't classed as a 'gift' by the buyer ie buying ones husband a shirt - it is when you have admitted specifically that you bought it two months in advance as a birthday present for him. Why did you think that you should be able to exchange it two months later? Presumably this item is now old stock so they can't put it back on the shelves at any price.

Pipbin · 04/04/2016 16:04

Standard practice. You have no right to exchange at all. It's no ones fault but yours that you bought the wrong size.

Higge · 04/04/2016 16:53

Yeah I was hit with this - I wasn't aware of their new policy - it stung, I was a few days over the date...it won't happen again.

acasualobserver · 04/04/2016 16:59

At least your husband knows you tried to get him a nice shirt - it is, as they say, the thought that counts.

19lottie82 · 04/04/2016 17:28

You're lucky they offered you anything over 2 months down the line for a "change of mind"!

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