I have returned two parcels via a Machine instore. There is no paper receipt, i was not notified they had received the parcel. ( When you return to a machine in NEXT you get immediate notification via text) . I called customer services who are not able to verify that the parcel is enroute to the warehouse for a refund to be given. Its a 14 day wait. However i did return another parcel on 28/12/24 and my refund was given on 04/01/25 so the 14 day rule did not apply then. Customer services are un-helpful and will not help me any further until after 14 days. I mean honestly what is going on. This morning i have emailed the CEO of M&S, I suggest he calls customer services to see the i dont care less response! It seems such an easy thing to do, pick your items/pay/collect? Prior to the machine doing your returns, when a human being took your returns this never happened.