Marks and Spencer slashes returns policyWhich? criticises Marks and Spencer change

28 September 2009

Which? has criticised Marks and Spencer for slashing the amount of time its shoppers have to return unwanted items.

The new Marks and Spencer policy gives 35 days to return an item, instead of 90 days. The change was not publicised despite being enforced since April 2009. 

Which? says the drastic change should have been made clearer to Marks and Spencer customers, particularly when the generous returns policy was a stand-out feature of the shopping experience at the high street chain. 

Marks and Spencer returns policy

According to reports, Marks and Spencer’s reduced returns policy has caught out thousands of shoppers, but Marks and Spencer defended the change, saying its return policy was still the most generous on the high street. It added that the last date on which a purchase could be returned was also clearly printed on the receipt.

If you’re looking for an alternative to buy your home furnishings and groceries, take a look at our online supermarkets survey, where you can also find the returns policies of a number of well-known online stores.

Which? shopping researcher Sarah Dennis said: ‘Marks and Spencer seem more concerned with comparing themselves to other high street brands instead of standing out to its loyal customers - and not publicising such a drastic change is slack. Any high street shop that is aiming to bring its policies in line with its competitors rather than going the extra mile for its shoppers may see a shift in shoppers’ loyalty.’