Apologies in advance for the lengthy of this post. I bought a new full length waterproof down coat from m&s approximately 6 weeks ago in store. 1 month ago, I was wearing the coat, while in my local supermarket, when I got to the self service checkout, I realised a bottle of bleach in my basket had leaked, the groceries were all replaced, and I manage to mop up the bleach from the woollen cuffs, before it had caused any damage. A couple of days later I noticed a bleach stain further down the front of my coat, I contacted the supermarket, the supervisor who had helped, remembered me, and the incident, told me to bring in my receipt if I still had it, and I would be reimbursed in full. Sod’s law, I couldn’t find the receipt, but the coat was still available on the m&s website. I sent in screenshots, plus a photo of the label, which had the item number on it. Was told all info would be sent to head office, and I would have the money (€140) in a few days. 2 weeks later , after numerous phone calls, I was told Today they can only reimburse me, if I leave my coat with them for insurance purposes. My issue is, the coat is now out of stock, and can’t be replaced, if they had acted quicker, I could have easily replaced it, I don’t drive, the weather is shite, and it’s the only heavy waterproof coat I own, what should I do? Are they entitled to ask to keep my coat?