What a right M&S

PEOPLE ARE SOOO SAD CRYING ABOUT A STUPID POLICY

By M.. Posted October 19 2009 at 10:38 PM.

I am housebound and I`ve shopped at M&S online for many years. I spend around £1000 per year at M&S. I have to wait for a friend or relative to send back any returns for me, which usually takes about five to six weeks. I had no idea that they had changed their returns policy and recently returned
goods to the value of £160. A week later I received an email telling me about the new returns policy then a few days after that my returned parcel was delivered back to me. I have no objection to the 35 day refund policy but I am outraged that they did not inform online customers about this change. I receive emails off them at least once per week- why did they not think it was important to inform regular online customers about the change in policy?

By jane.. Posted October 5 2009 at 4:26 PM.

As I understand it M&S have only delayed the change until after the Christmas period. 35 days is still generous compared to most stores. No one needs 90 days to decide - there is different season stock in by then. Anyone who needs 90 days to return anything is simply lazy.

By Jane.. Posted October 3 2009 at 10:01 PM.

UK life is so mean and petty, we in NY get 365 days for return in major shops!

By Sam.. Posted October 1 2009 at 1:04 AM.

I don't understand why this has made the news to be perfectly honest. I'm sure there is alot more important things to be talked about. The policy change was made 5, nearly 6 months ago so obviously assistants aren't still going to be telling every customers (many of which already know about this change). Personally i think 90 days was too much time to begin with you don't need that much time to decide if the item fits you etc. Most shops that i go to i only get 15 or 28 occasionally. 35 days is plenty of time!

By M.. Posted September 28 2009 at 4:22 PM.

Oh, for goodness sake Shirley. watch the BBC film about 2 soldiers who lost most of their limbs in Afghanistan - something to get properly upset about. 35 days is plenty - and if you have time to do your Christmas shopping early then you have time to take back a dress!

By Viv .. Posted September 28 2009 at 3:16 PM.

This is old news the refund policy changed on the 12th April 2009. There where signs up saying about the change. How many people on here know that once food has left M&S it can not be refunded unless it's faulty.

By M&S Worker.. Posted September 27 2009 at 4:41 PM.

I think the 90 day term was very generous, however, I am a regular customer and I was not aware the returns policy had changed. At no point have I been informed of this by staff and I haven't noticed any signs. You tend not to notice the signs unless you are looking for them, the checkout staff should inform people at the tills, especially since it is such a significant change to the policy.

Im sure M&S will have a relaxed policy regarding Christmas returns, many other stores allow refunds until the end of January.

By Brown Eyed Girl.. Posted September 27 2009 at 1:37 PM.

Interesting - I used to work with a photographer in central London and the M & S round the corner was regularly regarded as the best free costume hire company in town - simply buy the sexy undies, do the photo shoot and return them a few hours later and get your money back!!

It IS a goodwill gesture and at 90 days would be outrageously generous. Even 35 days (7 weeks) is amazing. So customers should stop their whining and be very grateful that at least one High Street chain still cares about its customers.

By Stuart.. Posted September 27 2009 at 11:53 AM.

I bought a T-shirt in M&S last week. It was the colour I wanted and the right size so from choosing to paying took me 5 minutes. Brilliant.... except that when I got home and was about to put my new T-shirt away I noticed that under both arms there were prespiration marks. YUK. I took it back within the hour and got a replacement BUT my parking ticket was £2.80. I asked for that amount to be refunded to me but the assistant thought I had lost the plot. I am very happy to have a 35 day returns policy, or even fewer days, BUT if M&S are going to have a returns policy they need to be sure that the goods they resell are fit for purpose. I was very disappointed having been one of their customers for more than 40 years. Next time I am off to John Lewis.

By MJ.. Posted September 27 2009 at 10:45 AM.

I am a customer and noticed a long while ago about the chnage on the policy. 35 days is very generouus for an exchnage - which other businesses offer this?? Not many big ones and certainly none of the smaller ones! If people didnt abuse the trust and system, then it wouldnt change and why should M&S take old product back 90 days later... Well done M&S...your policies are still better than the rivals!!!!

By chris.. Posted September 27 2009 at 9:44 AM.

When shopping in M@S yesterday I noticed several items that would have made ideal xmas presents .however I was in a hurry as the food hall was my objective. how glad I am I didnt buy them as 35 days would have run out before xmas.I didnt notice the new returns policy and the items of clothing that went through the food till with me got no comment from the till operator at all.

By L Dickinson.. Posted September 27 2009 at 9:21 AM.

i work for m and s and this policy has been in place and very well sign posted for many months. its better than most high street stores but just because its m and s it hits the news. from experience i personally feel that we are far more relaxed about refunds than any other store i shop at. the refund policy is constantly abused and our store alone suffers thousands of pounds of losses from people who damage goods on purpose, steal them and then reurn to the store for a credit voucher, which they sell on ebay. i m proud to work fro m and s and very pleased they ve done something to try and protect our jobs. it also annoys me when i read stuff like this in newspapers, i shop on line at next and i have 10 days to return my goods why not do a report on that.

By s smith.. Posted September 27 2009 at 8:54 AM.

35 days is plenty of time. The only reason people need longer is to wear it as many times as possible before taking it back.

By Jo Haynes.. Posted September 27 2009 at 8:54 AM.

I think 90 days is excessive but as it has been going for years why not wait till after Xmas. Does sound a bit of a naughty time to do it!

By emma.. Posted September 27 2009 at 7:46 AM.

In Switzerland, it's usually only 7 days and very occasionally 14 days. It's the old story of people abusing the system which causes businesses to change their policies. 35 days is adequate. If my parents buy something for their grandchildren in Switzerland, they can send it to see if it fits and if not we can send it back - usually within a week!

By Catherine.. Posted September 27 2009 at 7:40 AM.

90 days what a laugh, no wonder there complaints system is open to abuse.
Even 35 day is rediculous!
You buy something, it don't fit, you don't like it or its broke, why would you wait 3 months to take it back, im with JD on this, people are using the system as a lifetime guarantee, they wear the item for 3 months then get a refund and buy something else and guess what! they get a refund for that as well!
your buying the goods not hiring them!
(get a postcode database and catch em out)
Well done M&S it seems that if you give an inch, some people will take a mile.

By Chriso.. Posted September 27 2009 at 2:17 AM.

by law they dont have to have a returns policy/ 90 days ridiculous

By ellen.. Posted September 27 2009 at 1:36 AM.

Shops do not legally have to offer to return your money if you simply change your mind, it's a case of "goodwill" on their part. It is clearly signed it is now 35 days, and it is also on the receipt. This has also been the case for some time now, so not sure why this is a news story. The last time I bought something in Marks they told me when buying it I had 35 days to return it.

By Charlotte.. Posted September 27 2009 at 1:17 AM.

ahh this is a minor issue, m&s are the good guys. best food in town.

By JID.. Posted September 27 2009 at 1:15 AM.

i totally think 90 days is too much. why would it take 90 days for anyone to found out an item is unsuitable. it should only be max 30 days. and it is not like the shops are 100 miles away. this change is only bad news for people who used an item and decide to get money back after they finished. i seem people done it before how cheap and disgusting!!

By rina.. Posted September 27 2009 at 12:58 AM.

There have been signs posted in every M&S store I have visited for the past few months. The returns policy is printed plainly on the back and it is a longer period than many of the other high street stores, some of which only offer 14 days. How long does it take to judge whether or not an item is suitable or not? I think 35 days is more than generous. Some people just love complaining. Probably the same people who think they can try and wear the items and return them for a full refund. Well done to M&S!

By JD.. Posted September 27 2009 at 12:40 AM.