A warning about M&S Returns!!!

humptydumpty

To diverge slightly, I recently wanted to return an item to Amazon. In the past they have provided a return label for printing which is easy for me as I can do that from home - but instead I got a QR symbol to scan in - my phone doesn't do that! no idea what to do instead (Amazon is very difficult to contact!) in the end I gave up. Maybe that's their intention??!

If you take the parcel to your local post office/sorting office they will scan the QR code and print the label for you.

Hermes are not good.

I had an email message from them to say my parcel had not been delivered because of difficulties finding my house. When I contacted them I just got a recorded message saying the same thing.
I contacted the company I ordered the goods from and she thought the delivery driver just ran out of time. The large parcel was delivered the next day, left at the front door, the driver rapped on the door (didn't ring the bell). He was still on the road, sorting out his next delivery and I tried to wave and call to say thanks, I had found the parcel but he ignored me.

My daughter had a delivery from M&S with Hermes. They left it on the roadside at the bottom of her 1/3 mile long drive. Then sent her a photograph of where it was. She was not impressed.

DanniRae with regard to the old address label you found make sure there is not a code on it which refers to the item it came with. Otherwise it will scan as returning that original item.

For Hermes you sometimes take it too a local shop which is a collecting point. Had to do that with Clarks returns and there was no label just part of the delivery note. The shop gave me receipt.

I return my M&S items to my local food hall and don't need a label for that. They give me a printed slip to confirm receipt and I get an email later to tell me the money is going into my account.
Recently I ordered different bras to try out and when I went to return them realised that one of them wasn't listed on the receipt or returns slip. I guess mistakes can happen. I was able to go online and print a correct one.

I hope you don't have a near nieghbour wondering what's happened to their orders SueD!

I recently received an order from M &S that contained a very nice Gents jacket, slim fit size 34chest. It was not ordered by me , not on my internet generated order and when I phoned to query returning it they were completely flummoxed. In the end I was told to keep it . There was no charge. My husband, who has more cheek than me, took it back to Marks and because it was by then a sale item, received £13. This is the third time something similar has happened with order from Marks. Duplicate tee shirts, coats and bras. They must be in a muddle somewhere along the line .

Jane10

That's odd Blinko I often send gifts via M&S. There's sections on the online form which allows the destination to be entered.

It's a while ago, water under the bridge and all, but I'm sure I completed that section correctly. Hence I was puzzled that they messed up my order. They did eventually get it sorted, but not in time for Christmas (2019).

That's odd Blinko I often send gifts via M&S. There's sections on the online form which allows the destination to be entered.

I've had problems with online ordering from M&S though admittedly not with returns. I ordered a present last Christmas to be delivered direct to the recipient. It turned out that M&S systems could not understand that simple thing. Such a palaver to get it to them. I won't be ordering anything online from M&S anytime soon.

My phone is too old to allow me to download the app for Q codes so I hope that companies do not start to use them for online orders! I have mobility problems so rely on ordering online.

I tend to use Live Chat nowadays if I have a query as many companies have office staff working from home so waiting times for phone calls have increased. I had returned a number of items to M&S and had my refund but noticed that one item has not been refunded. On Live Chat, it only took a few minutes to sort out the missing refund as they were able to check my account details straight away.

To diverge slightly, I recently wanted to return an item to Amazon. In the past they have provided a return label for printing which is easy for me as I can do that from home - but instead I got a QR symbol to scan in - my phone doesn't do that! no idea what to do instead (Amazon is very difficult to contact!) in the end I gave up. Maybe that's their intention??!

Thank you NotAGran that is very kind of you but I have found an address label on some old M&S paper work!

Certain Hermes drop off points have label printers but you do need to scan the black and white square box onto your phone.

I'm collecting an item I ordered tomorrow. After reading this thread I looked at the email I received telling me my item was now ready for collection. At the bottom of the email there's a bar code that you show the shop if you need to return the item. So don't delete the email if you need to return the item.

I had trouble last month with M&S returns but did eventually get it sorted. I spent 2+ hours on it though... ?

As quizqueen says local shops including the co-op act as agents for Hermes and will gladly print the label for you. I often use Hermes to send parcels as mostly cheaper than post office and co-op staff are usually helpful and print my label. (Saves me using my printer) I would check online for your most convenient drop off point first. Unfortunately nothing is quite so easy these days. Good luck with your return.

Dannirae I would be more than happy to print your label for you and post it to you if you would like to PM me the link .

A Gransnetter kindly sent me something during lockdown and it would be great to continue her kindness.

DanniRae, in that case things must have changed since I returned items in May? That was the address on the label then at least, I don’t know if that has changed since, too?

M&S don’t make things very easy do they? I wouldn’t be able to print out a label either.

Sorry I can’t be more help.

I ordered 2 pair of pjs and collected from store, when I got home I had a pair of gents trousers @£99 and a ladies top £19.50

I called customer service and she ordered my my pjs but when I told her I'm a bit worried about taking back goods I do t have receipt for she said oh that's ok.

So 2 weeks later I hope to collect pjs tomorrow and return the wrong order. Hope it's all ok
I wonder if anyone has been given my pjs when she's waiting in her fancy top and husbands trousers.

Hi Delila - I agree there used to be a tear off section to put on the parcel with the Royal Mail address but there isn't any more! It is their new policy that we, the customer, have to print out a label......or not in my case.
But thank you very much for confirming that I have the correct address to return the parcel

You should have a returns form. If so, on the bottom right-hand corner is a tiny tear-off Royal Mail returns label. In even tinier letters it says “return postage paid”, and the address given is as you say in your post above, DanniRae.

I used this label successfully & received a refund, but the Post Office cashier did query it as the lettering was so tiny neither of us could read it easily.

Hope this helps.

Hi lemsip - I did phone customer services and asked for a label and was told they don't do that.

I found some old M&S paper work with a Royal Mail return label on it - does anyone know if the address is still:

P.O.BOX 672
Warrington
Cheshire
WA1 4RF

Thank you everyone for your supportive and helpful replies

Oh, this is interesting. I recently had an M&S order that had no paperwork in either of the two parcels it came in. I was returning the unwanted items to a store so didn’t need to have a label.

However, when I took them to the store, the staff were as baffled as me! The assistant tried scanning in the bar code on the label to me, but it wouldn’t accept it and she ended up laboriously having to type in what seemed like dozens of numbers.

Obviously, M&S don’t even tell their staff what changes are going on.