How To Lose Money M&S

[netherfield]

Mrs N ordered a jacket online, didn't arrive within a week, gets in touch, 'we don't know where it is, we don't have any more stock so will refund you.

Fortnight later the jacket Is delivered with various different labels attached, although our address is still clearly visible.

Mrs N doesn't like this jacket, but can't return it because she can't produce a return label on their system, lady on the phone says ' you can take it back to your nearest store' that's not going to happen because they've closed it down in town, ' ok then you can keep the jacket and do what you want with it, I can't produce a returns label either'.

So M&S can afford to throw away £85 for the sake of a paper label.  So it'll now likely end up in the nearest charity shop, unless we can find a relative of friend who wants it.

[barry1010]

Amazon often does the same.  It costs the store to process returns and sometimes it is more cost effective to let the customer keep it.  £85 does seem a bit steep to throw away though. 

 

[Prudie]

That situation is probably rare in the scheme of things (including not being able to get a store) and demonstrates excellent customer service. They can't win it seems...

[ToraToraTora]

"So M&S can afford to throw away £85 for the sake of a paper label. " - no it's just that they do not have a system in place to handle the situation and for this rare situation they'd rather lose the £85 than contemplate and expensive enhancement to their system.

[ToraToraTora]

You'll probably find they have insurance for lost packages too.

[Vagus]

Or take it back to any m&s shop, tell them you've lost the receipt but would like a refund and they'll either give you voucher, or say no, or refund the cash. Worth a go.

[DDIL]

But it's not £85 really though, the item did not cost M&S £85.

[youngmafbog]

No, most likely circa £30.

[ToraToraTora]

12:02 but they did refund £85.

[Maydup]

For £85 I would probably have a day out to the next nearest town with a store and swap it. If nothing else is suitable then take a credit note or exchange it for food or drink. 

[Smowball]

So did they refund and then the jacket arrived??