“They delivered someone else’s order to me, cannot collect it, won’t send a returns label and have blocked my account! Very unhelpful trying to sort it out. Goods delivered are for a 14 year old child, definitely of no use to me.”
“Returned an item, paid for the return's post but yet to receive the refund. Been waiting for nearly 1 month, sent countless emails but did not receive a response yet. Sent a DM on Facebook yesterday but have been passed from one department to the other as they still need "to investigate"
No customers should go through this kind of nightmare.
AVOID AT ALL COSTS”
“Returned an item, paid for the return's post but yet to receive the refund. Been waiting for nearly 1 month, sent countless emails but did not receive a response yet. Sent a DM on Facebook yesterday but have been passed from one department to the other as they still need "to investigate"
No customers should go through this kind of nightmare.
AVOID AT ALL COSTS”
“Had een joggingpakje bestelt voor mijn kleindochter, broek in orde
jack veel te klein, prijs met verzendkosten 31 euro , Retourneren, verplicht aangetekend 15 euro dus!! dat gaan wij niet doen. Hiermee steun je de Britse post op een geweldige manier . Had ik maar naar mijn moeder geluisterd "goedkoop is duurkoop" en altijd de kleine lettertjes lezen .Het pakketje wat aangeleverd werd zat in een plastic zak verfrommeld en gekreukt kwam het presentje eruit .Zo viel Mand M direct al door de mand , vr gr Jan..”
“WARNING!!!! DONT use this company. They dont want to know you when theres missing items in your order.iv lost over 80 euro and ivgiving up because they dont care!”
“I ordered some trainers, total price 119.18 euros, but was charged in sterling,
134.64 euros, when I clicked to continue my order the price was 119.18 euros,
when I questioned it I was told the order came through the U.K. site and I had to pay sterling. I don't know how that happened, and felt ripped off.”
“My Order came to 119.18 Euros, but was charged 134.32 Euros,
was told that my order came through on the U.K. web. site,
don't know how this happened as I ordered from Republic of Ireland, and have sent them a screen shot of my order clearly marked in Euros.”
“ordered a football kit. They posted the shorts then 30 minutes later told me they had no stock of the shirt. No use to me then but have piad postage for something i dont want, have to pay for return. absolutely wasted my time from start to finish - plus after all that they are still advertising the product i ordered in teh size i wanted on their website. Absolute shambles.”
“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.”
“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.”
