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AIBU?

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Original poster

Creased item and M+S store assistant

57 replies

Poddingtonp · 05/05/2019 13:31

Happy to learn from a mistake , but I just returned an item to M+S.
The shop assistant asked me if there was anything wrong with it and I said no, just looked different to mannequin.
She then said, quite abruptly “you might want to fold it up next time, it’s creased”. I just awkwardly smiled and she didn’t say another word to me, even when I said thank you as I left.
I know it’s petty, but isn’t it pretty hard to not crease certain clothes you try then return? I didn’t want to risk ironing something I’m going to take back.
I felt a bit silly tbh .

OP posts:
RubberTreePlant · 05/05/2019 14:27

Saying “you might want to fold it up next time, it’s creased” is very mildly expressed isn't it? She didn't even use the word "should", instead it was phrased as a suggestion for the future.

Maybe if you said it to, say, your children, it would be a "mildly expressed" suggestion. To speak to a customer like that is rude.

Nanny0gg · 05/05/2019 14:28

When I don't have to refold everything that's been packed for me, the assistant will be able to comment on my folding.

Until then...

Returning something because " just looked different to mannequin" is not really a good enough reason - under law - to return something.

But M&S doesn't worry about the law. They change anything unworn with labels as a 'goodwill' exchange/refund. So that was fine.

Nanny0gg · 05/05/2019 14:29

She was right to say that you should have folded it. It will not be able to be put back on sale without ironing it, whereas it could have been put back on sale as soon as it had been verified as clean and 'as new'.
She was stating a fact.

As most assistants now just shove garments in bags she wasn't in the least bit 'right'.

Staff are no longer taught how to fold and most could care less.

Alsohuman · 05/05/2019 14:35

M&S put a return by date on the receipt so will clearly take something back regardless of reason. Not a goodwill return at all. And, yes, she was bloody rude.

Popcorntwice · 05/05/2019 14:40

I have an EBay shop and it really pisses me off when someone returns an item that doesn't fit them and it's all screwed up in a ball. Sometimes people don't even bother turning the item the right way out again.

So I can understand why the shop assistant might have been a bit miffed.

NewModelArmyMayhem18 · 05/05/2019 14:45

Now that plastic carrier bags aren't given as a free 'default' with clothing purchases, staff in clothes shops can't expect items to be returned unrumpled.

DarlingNikita · 05/05/2019 14:46

Sorry, I meant YANBU!

Rubber, the comment sounds snarky to me and the OP says it was said 'abruptly'.

Popcorntwice, but this is M&S and they (presumably?) have the space and facilities to tidy up/turn right way in/refold items.

RubberTreePlant · 05/05/2019 14:51

Rubber, the comment sounds snarky to me and the OP says it was said 'abruptly'.

Yes, I think it was rude. That's what I was saying.

NewModelArmyMayhem18 · 05/05/2019 15:16

Clearly shoppers are all being regarded as guilty-of-wearing-then-returning-items these days. So we are all bearing the brunt of this.

It doesn't make it right that you were told off for returning something that was rumpled though. If I have something to return, it would usually sit in my bag until such time as I had the opportunity to take it back for a refund. So it might endure several trips out, squashed (albeit in a carrier bag) under magazines, books or even the odd item of packaged food, before making it back to the shop from which it was bought.

DarlingNikita · 05/05/2019 15:18

So sorry, Rubber, I misread and didn't realise you were quoting CustardySergeant!

RubberTreePlant · 05/05/2019 15:20

Oh that explains it! Smile

user1486131602 · 05/05/2019 15:22

I learned a very important lesson on a British airways course once:
If someone is rude or offensive: make your face neutral and ask 'pardon'?
That will give them time to realise or repeat. It also lets them know you know they are being rude and you've noticed! Try it.

I would contact the store and complain, that's not the image M&S would won't to project.

gamerchick · 05/05/2019 15:25

The shop assistant asked me if there was anything wrong with it and I said no, just looked different to mannequin

This made me chuckle, are you shaped like a mannequin? It's a pretty shit excuse for returning something imo.

Let it go and get on with your day. It's really not important.

floraloctopus · 05/05/2019 15:32

I learned a very important lesson on a British airways course once:
If someone is rude or offensive: make your face neutral and ask 'pardon'?

I have done a very similar thing when a normally polite, well behaved child has over stepped the mark a little in the classroom. It gives them the chance to realise that they were inappropriate/rude and that I know without making a big deal of it.

ravenmum · 05/05/2019 15:32

Ooh, this thread is making me feel mildly interested about Harry and Meghan's baby!

JessieMcJessie · 05/05/2019 15:41

Marks and Spencer have a clear policy that they will refund anything unworn if returned within a certain number of days, no questions asked. It forms part of their contract with the customer. To all the people saying that M&S has no obligation to take the item back because the law does not oblige them to- you’re getting mixed up between statutory rights and the specific terms of the M&S policy, which gives the customer more than their statutory rights. The assistant only asked the reason because they collect that information for management purposes. You can still get a refund even if you just got home and realised that you couldn’t really afford a new dress after all.

Not all stores have to do this, of course, but most high street ones do and M&S are famous for it.

As for her being rude about the creases, that was out of order and I’m sure she’d be pulled up on it if a manager heard her, but not worth dwelling over or reporting.

DontDribbleOnTheCarpet · 05/05/2019 15:47

I have an EBay shop and it really pisses me off when someone returns an item that doesn't fit them and it's all screwed up in a ball. Sometimes people don't even bother turning the item the right way out again

You are very, very brave! I sell several hundred items a week on eBay but would never sell clothing. Crafts (where I do sell) is a bad enough category, the horror stories from clothing sellers have put me right off!

barryfromclareisfit · 05/05/2019 15:57

Dd was trying on a dress on M&S, once. The assistant asked how it was going and daughter mentioned trying a different size. The assistant told me to go and look for it.
No.
And I don’t think we’ve shopped there for clothes, since. They rarely have clothes worth buying. Sometimes we’ve been in just to laugh at the stock.

Grumpelstilskin · 05/05/2019 16:02

I'd have told her pretty sharpish to remember the roles; me customer and you are there to fucking provide a respectful service! I am always polite and friendly to anyone working in shops and service industries in general. But I have zero tolerance for rude and inappropriate behaviour.

breakfastpizza · 05/05/2019 16:06

It was rude and unprofessional. They're either taking it back or they're not. There is no need for commentary or scolding. This should be part of customer service training 101.

Alsohuman · 05/05/2019 16:11

So @barry, you thought the assistant looking after the changing rooms should have gone and got the dress for you? You’re in the wrong shop, love, Harvey Nicks is that way ➡️

Purplecatshopaholic · 05/05/2019 16:22

I took a dress back once, years ago - staff were so rude I have barely shopped there since! Do buy the occasional prawn sandwich though....

Rufusthebewilderedreindeer · 05/05/2019 16:30

Yeah she was rude

But sometimes people are, just ignore it

dayswithaY · 05/05/2019 16:35

You have no idea of the crap that they have to deal with. Or the amount of CFs that routinely buy outfits to wear once then return to store. It's common practice now and she's prob sick of being lied to about it. You just got the brunt of it.

Alsohuman · 05/05/2019 16:37

She’s in the wrong job then.