“AVOID. DREADFUL RETURNS POLICY WHICH RATHER THAN THE £2.99 ADVERTISED ACTUALLY COST ME OVER £50 – AND they tried to refund me £15 less than they owed.
I ordered multiple items, intending to try on at home and return the rest.
I checked the returns policy before ordering this large amount of bulky items. It states on their that they “have a no quibble 28 day returns policy”. I checked their Returns section of their website which states that I should just add a returns label for £2.99 to guarantee I could return all items with “no extra costs involved”
The items came: in two large boxes. But they only included ONE returns label. The returns wouldn’t fit in one box though.
I looked again at their returns section; deep within their FAQ buried in there it states that each parcel of returns is limited to an insurance pay out of £50 if it was lost or damaged by their chosen courier; but I needed to return merchandise worth £800.
I emailed M and M direct customer services to ask for clarification, stating that this wasn’t made clear at the point of purchase, and nor was it made clear that I would have to buy two returns labels anyway because they were sending my items in two boxes and not one.
In response, their customer services rep simply accused me of being a trader who was selling their items on! She therefore said that I was not a standard customer and that the Consumer Regulations 2015 did not apply to me and that she would not be sending another returns label either.
I emailed back with a complaint, and also asked them to show me where I was allegedly selling their items. And obviously I stated that I was a normal customer who had made a big order with the intention of keeping some and returning the rest and I was very concerned to read that this meant in their eyes that I was suddenly a trader and not a consumer and that they also expected me to swallow £750 losses if their courier lost or damaged the returns parcels and asked them for clarification.
I did get an apology from their customer services manager for this, and an acknowledgement that in fact I was not selling on their items. But he also said that all their returns boxes are limited to £50 pay out if they are lost or damaged by the courier and therefore I would either had to send them back uninsured and stand to lose £750 if they got lost, or pay a separate courier myself and fully insure them.
So I had to pay OVER £50 postage to return the unwanted items.
There then followed a week where they also under-refunded me; £15 short and they quibbled repeatedly about this. In the end I had to write down every single item returned with its product code and cost and added them all up and told them to get their calculators out and see for themselves they were £15 short.
They refunded me in the end. But what a palaver. A misrepresentation of “quibble free” returns and a misrepresentation of the “hassle-free” £2.99 returns service – which cost me over £60 and about six hours of my time.
NEVER AGAIN. Avoid.”
“Ordered some football boots on Tuesday as was meant to play on Saturday.As i was on the site i thought i'd order some cheap shin pads as well?Got an email this morning saying my order was dispatched.This afternoon i received another email saying they had sold out of the boots but pads would be delivered.I contacted them to cancel whole order before i left a negative review but they said that as my order had already been dispatched they couldn't cancel but i can send back (pointless as sending back will cost more than the pads).Although they are going to refund price of boots i've had to pay for pads i'm not going to use & delivery.Surly they should have contacted me before dispatching.I don't like leaving negative reviews & have always given m&m 5 star ratings before but feel robbed on this order.Lucky only wasted £9.”
“What an absolute appalling customer service experience. After a week of the initial delivery date , M and M's couriers still haven't delivered the products nor bothered to recall them to issue such a replacement. Withholding giving me a refund and as such this company couldn't care less about my concerns and complaints!”
“Very poor customer service. Hidebound by policies and procedures. Zero flexibility even for a customer like me who has spent hundreds of pounds with them over the years. Have been pleased with products but will never use them again on principle due to shocking attitude.”
“Worst customer service ever. They send the wrong size items. 2 different size shoe's, wrong size pants. But I have to pay return shipping. And struggle to get the refund. Very unhappy customer.”
“I wish I had read the reviews before ordering! I ordered a pair of shoes that were shown and described as a red/burgandy colour only to receive a dark purple pair. I requested a prepaid returns label as the item was not as shown in photos or described, and I attached photos showing the clear difference. Of course the customer service rep disagreed and yold me I can return the package within 28 days. This would cost me around €30! When I paid €42 for the shoes. That is disgraceful considering it was false advertising. Will not be ordering from them again.”
“Ordered jeans with zip fly but received ones with button fly. Mistakes happen so I contacted them and they said post them back by registered post, forward receipt and they’ll refund the postage costs also. The jeans cost €95 and the return postage was €30.
I forwarded receipt as requested and told everything would be sorted in 3-5 working days. I received the €95 but not the €30 for postage. Following the best part of a month emailing them and they fobbing me off saying it failed on their end etc please allow a further 24-48hrs they eventually blocked my primary email address and all emails bounced back. I contacted them off a secondary email and via Facebook messenger and received back more of the same but still no refund!!!!
To summarise this company are fraudsters hiding behind a legitimate (looking) front. Avoid at all costs and choose to spend your money more wisely with a reputable company!!!!”
“Very bad experience. I bought a few hundred euros worth in my first order most of it was OK. 2 items were not. A pair of shoes and trousers. The shoes were 2 different size and the trousers were way to big I ordered a size 30 and was sent a size 34. I thought no big deal and sent an email to explain and ask for the correct size. In the email I said I wanted a size 32 trousers so I was told that I should have to pay for shipping. Anyway a few emails later I decided to just pay for returning the items and asked for a refund they are to hard to deal with. how hard can it be to treat people with respect.”
“I sent for go walks which I always wear. I am a size 5 the ones that came were more like a 8, can I get my money back no. They say they haven't received them, the courier says they have sent them back. Don't use them.”
“The company staff are worth no stars!! Ive been shopping here for over 10 years and this time they took the biscuit. I ordered over £200 worth of clothes for my brothers birthday, paid 9.99 for Express next day delivery, and the next day nothing.day after nothing!. So i called their number, lines are off!. So i call dpd who advise that they havent dispatched the parcel but have created a label?!?. Email.mnm and wait 24hrs. Next day nothing!. Now i got one day left for his birthday!!so im pleading with them via email to plz help..next day still nothing and the cheek.they lie to me writing that its been lost in dispatch?!?. Next day again nothing.now birthdays ruined! 5 days are passed and they fob me off with we will reimburse you with the £9.99 delivery which I never got.then 4 items are out of stocknd 6 days later it arrives.bunch of amateur staff including Matt,”
“I have to advise anybody thinking of buying clothes from M&M Direct, think twice! I ordered shirts which were supposed to be 48 inch chest. When they arrived, they were 54 inch! They fitted like a tent! What a total waste of money! Also, please bear in mind that it is £4.99 p&p & they don’t offer free returns so you end up paying to return their ill-fitting clothes too! Appalling!”
“Horrible experience!!!!
Never I will buy fro. MandM Direct
I paid and when they got my money few hours later send me an email that they don't have the items and it takes to lo g to get my money back USELESS!!!!!”
“I have absolutely no words for what happened. I bought a pair of shoes from MandM Direct website, before ordering them i also called the customer service to ask personally informations about the return policy. The shoes arrived, unfortunately too small, so i sent them back. 2 months have passed, 2 phone calls, 3 e-mails, NOT A DAMN ANSWER.
DON'T CONSIDER BUYING FROM THIS CRIMINAL ORGANIZATION, THERE ARE MUCH BETTER OPTIONS ONLINE IF YOU KEEP LOOKING.
Shame on you, all of you, your business won't last long if you keep treating your clients this way.”
“So some of the prices are good in this website, but they need to work on customer service, because they not rushing to reply to you at all.. Second, the size guide online is wrong, because I measured myself everywhere and I ordered tracksuit Closure London, but one of the tracksuits hoodie was to big and to wide. Shoulders was good, but the bottom of it is for a fat person, which supposed to be skinny fit, trousers fit me well. I've got under Armour hoodie which is Medium and fit me perfectly. Then I ordered New Balance tracksuit and I ordered medium, because the size guide online said I need medium, it was one size bigger basically. The last thing is that they can't exchange for a different size so I just paid again for shipment and they told me they will do just a refund. I am fuming and I never gonna order from them ever again. Waste of time and money.”
“MandMdirect will accuse you of not returning items that are registered, insured and signed for and keep your money and give you hardship for as long as they can hold out 6months+ for me. Even when they have no where else to turn but accept they you have proof evidence beyond the natural course of returning items they will hold out for a further time. They are not ethical in returns and I would never purchase from them again, people that are reading this view on their tactics buyer beware. You will never be referred to a manger either. They have a set programme of scripts to dissuade you from ever getting a refund. There is a reason things are cheap.... They are making a double sale on your back....”
“I made an order of jeans, after 5 days I sent an Email asking for them because I did not have any update in the tracker and any new from the company or hermes. In that moment they told me my order was missed (if I don't ask they wouldn't say anything) and asked me if I wanted a refund or a new item. My answer was I wanted my jeans but they had to give me the refund of 4,99 because the delivery was not between 3 to 5 days. After that i had a refund for the delivery but also for the Item, so they just did what they wanted.
I call them and left a complain, so in that moment they told me I can make the order again and they will give me the refund for the delivery. They compleid with it.
Now I got my order and it was too small (which is weird because I have tried the same jeans, same size and same model in a store and fit perfectly) and I had to pay 2,99 for a return ticket (is weird, they have a delivery 2 pounds more expensive than if you want to send the same item in the other direction). And, if I want the jeans in another size, I have to make the order again and pay 4,99 extra (I will not do it again, I am going to buy something somewhere else).
I am just waiting for my refund and I hope the item will not get missed on its way, because this TV soap started almost two weeks ago and I don't want to be on it two weeks more. Also i have seen they have problems whith deliveries since long time ago and still using the same service.
PD: the 1 star is just because you solved the first situation”
