M&S trainers arrived already worn

[UggerlyMummy]

Hi, just wondering if many people have ordered shoes from M&S recently and if so, did they arrive in good condition??

I got some trainers from them that arrived today and it was clear from the dirty soles and creases over the ball of the foot area that they’d already been worn before being returned

They’re really nice shoes apart from that but I don’t know whether to risk ordering some more in case the same thing happens?!

I’ve never had this happen with shoes I’ve had from anywhere before, let alone a brand like M&S who have always had such a good reputation for quality and customer service. It’s really annoyed me.

That's poor on M&S's part - previous customer shouldn't have got a refund if they've been worn outside!

Are you keeping them? If so, doescthe slight wear really matter in the grand scheme of things? (Although I would still be cross if this happened to me!). Maýbe take a photo of them now so you can evidence the condition they arrived in, just in case. I think I'd be minded to let customer services know even if I planned to keep them.

Cardbordeaux I know what you mean about very light wear not making THAT much difference. If they were a good fit I’d possibly keep them while still seething about it. But they’re half a size too big so I would always have needed to return them. Just don’t know whether to risk reordering in the correct size

I'm sure it will be a one off blip where they haven't checked a return properly. If you're thinking of returning I would definitely take photos and email customer services as you don't want them thinking it's you who has worn them!

You'd better make it clear they arrived in that condition if you are sending them back.

It'll probably be a one-off. If you like them, I would definitely order in the right size, but contact Customrr service right away to show them the condition they arrived in.

They probably haven’t checked the returns properly although it is really frustrating to receive an already worn item! I recently contacted M&S on their live chat about an order I received where part of it was missing. They really couldn’t have been more helpful and sent me out brand new items as a replacement. I would contact them to let them know about how the order arrived and see what they say. 😊

Yeah I phoned customer services more or less immediately to let them know about it because I don’t want to get the blame for it! The guy I spoke to said he’d put a note on my account to say I’d rung them. So hopefully that will carry some weight with whoever checks the returns! 🙏🏻