M&S angers customers by reducing returns policy
September 29, 2009
Marks & Spencer have managed to anger many of their customers by cutting their returns policy for the second time in four years from 90 days down to just 35. In the past Marks & Spencer used to be known for its policy of accepting any unused clothes back after any length of time as long as the item was fit to go back on the shelves and the customer was in possession of a receipt.
Legally stores are under no obligation to provide a refund to a customer who has simply changed their mind about a purchase. They only have to provide that refund if the goods are damaged or are other than what was advertised. However most shops will implement some sort of returns policy in a bid to keep customers happy, and more importantly, loyal.
Marks and Spencer customers are complaining that the change in the returns policy has not been adequately advertised with a number of customers saying that they have tried to return goods within the old period of 90 days only to be told at the counter that the new 35 day returns period is now in operation.
Marks & Spencer have defended their cost cutting move by saying that the 35 day returns policy is still better than the 28 days that other shops commonly offer. They go on to say that the final return date is clearly printed on the till receipt and that the majority of customers will return goods well within that time, usually within 2 weeks of making the purchase.