Shoppers' anger as M&S ditches famous 90-day returns policy - HotUKDeals
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Shoppers' anger as M&S ditches famous 90-day returns policy

peodude Avatar
7y, 3m agoPosted 7 years, 3 months ago
Generations of shoppers remained loyal to Marks & Spencer, comforted by the knowledge it had the most generous refund policy on the High Street.

For decades there was no time limit on returning a skirt or pair of shoes, providing they were unused, there was a receipt and it could be put back on the racks.

However in 2005, the store triggered some anxiety by imposing a maximum return date of 90 days.

And now it has now emerged that the deadline has been reduced again, without any fanfare, to just 35 days.

Internet forums reveal that a number of shoppers are unhappy about the change, which appears to have been prompted by cost-cutting at the store which is celebrating its 125th birthday.

It seems to be part of a rolling policy of money-saving measures that have previously seen M&S abandon its commitment to British manufacturers in favour of cheaper foreign factories.

Shirley Read, aged 53, was caught out by the changes when she was told she could not return a £45 dress to the M&S store in High Wycombe.

Mrs Read, from Beaconsfield said 35 days was too short a time.

She said: 'I had lost a lot of weight and needed to buy a whole new wardrobe. I bought two dresses of similar design, but different colours at the end of June.

'I decided to return one, but thought it would be fine to leave it until I came back from my summer holiday because I have never had any problem taking things back to M&S.

'However, when I returned to the store in August I was told that I had missed the deadline for a return. I couldn't believe it, I had no idea items had to be taken back within 35 days and other people don't seem to know about it either.

'I felt like I was treated very badly. I was told the receipt was no longer valid, but that I could have a refund of £15 which was the price the dress had been reduced to in the sale.

'It was very stressful. I had a terrible headache and felt quite ill. I nearly collapsed in the store and they had to call a First Aid helper for me.'

Mrs Read said: 'Essentially they were trying to fob me off with £15 for a dress that I had paid £45 for. It was in pristine condition, it had never been worn and all the labels were in tact.'

She said the change would make her think twice about buying Christmas and birthday presents from M&S.

'In the past I have bought gifts earlier in the year because I don't like the crowds around Christmas. But if I do that now, I am worried that people will no longer be able to return them,' she said.

The change in policy came into effect in April, however it arrived without fanfare and many people are unaware of it.

'I think M&S should have done far more to alert customers to the change in their policy,' said Mrs Read.

Following the change, M&S now prints a date on the bottom of the receipt as the final 35 day deadline for getting a full refund.

A spokesman for the store said: 'The M&S returns policy is the best on the high street.

'We offer our customers a full refund or exchange on goods returned within 35 days, which compares favourably to our competitors, many of which offer just 28 days.

'The last date for return is clearly printed on the till receipt and the overwhelming majority of our customers return unwanted items well within this period - in fact, two thirds of them return within two weeks.'
peodude Avatar
7y, 3m agoPosted 7 years, 3 months ago
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(19) Jump to unreadPost a comment
Comments/page:
#2
its about time they done this, there gona go down the pan other wise
#3
wickedteen
its about time they done this, there gona go down the pan other wise


+1
banned#4
35 days isnt long enough to try on and decide to keep or return, yeah right
#5
I felt like I was treated very badly


Because you hadn't worked out over a period of 4 months that it'd changed.
#6
Good, people are seeing this the same way as me. I guess most of the 'shoppers anger' is from the females, who buy everything in the shop whilst they make their mind up, then take it all back.

I have NEVER took an item of clothing back to a shop after deciding i don't like it. If i'm not sure, i don't buy it.
#7
sassie
35 days isnt long enough to try on and decide to keep or return, yeah right


+1

nothing wrong with it imo
#8
No doubt this has been forced by their move into fast fashion, 10 years ago something 90 days old could easily be resold, now its more likely to have been replaced by the new fashion
#9
Oh, and


'It was very stressful. I had a terrible headache and felt quite ill. I nearly collapsed in the store and they had to call a First Aid helper for me.'


Seriously?! I'd hate to see how she'd react to a REAL problem.
suspended#10
You try it on in the store, if after you try it on and buy it and you don't like it, i say you deserve no refund, so it's lucky that it's now 35 days
#11
The only time there is a problem, is when you are buying something as a gift. I suppose we could have the option of a 'gift receipt' but i'm sure that would be abused by non gift purchasers.
banned#12
peodude
The only time there is a problem, is when you are buying something as a gift. I suppose we could have the option of a 'gift receipt' but i'm sure that would be abused by non gift purchasers.


most people dont buy gifts 90 days in advance, and if we then we takes out chances
suspended#13
peodude
The only time there is a problem, is when you are buying something as a gift. I suppose we could have the option of a 'gift receipt' but i'm sure that would be abused by non gift purchasers.


It wouldn't be the store's fault that you made a gift mistake though, for example if you sold something on Ebay and after you got the money and sent the item, 3 months later the buyer says "I bought it as a gift but they didn't like it, i want my money back", you would tell them to **** off basically
#14
Do most other stores not have like a 28 day returns policy anyway? So 35 would still be more than most places?
#15
Too much of a Good thing in the UK.............. in some countries, what you buy is what you get................ No REFUNDS.......nothing!!!:?
#16
Most shops are about 28days but some have 7 or 14days,it varies.
#17
5 weeks to decide if it fits?

Never enough time.



'It was very stressful. I had a terrible headache and felt quite ill. I nearly collapsed in the store and they had to call a First Aid helper for me.'

LOL!

In future love, dont be such a lazy get and return it asap if it don't fit. They have changing rooms for a reasons (not the tv show)
banned#18
'It was very stressful. I had a terrible headache and felt quite ill. I nearly collapsed in the store and they had to call a First Aid helper for me.'


Seriously, she needs to get to a doctor if losing £30 causes that!
#19
colinsunderland
Seriously, she needs to get to a doctor if losing £30 causes that!


It couldn't be that important anyway if she wasnt arsed for over 5 weeks.

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