MandM Direct

Worse company ever to buy clothes online been shopping with them more than 2 years I wasn't expecting this kind of service still haven't refunded my money back sent me a damaged shirt and replaced it wasn't happy with that either sent them both back! Now their messing me around not refunding me my money back! What the worse thing is I paid for the postage out of my own cost which was around £4.52 and what's even more worser in the past they have delayed my orders and their customer service has been really unprofessional and rude who don't know what customer service and how talk to a person! I definitely don't recommend them at all stay away from them otherwise you will probably be in the same situation as me whos being messed around

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 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!

Placed an order, for some reason the delivery address was wrong. I notified them literally after one minute of placing the order and their answer was: "You can return the item within 28 days". How am I supposed to return something that I am not going to receive? Then they said they will try and stop the parcel (obviously they didn't). The parcel was delivered today (to some lucky person who is enjoying the items which I paid for) I asked them to either send the items again or give me my money back and they have come back saying that I need to contact the people who received the order asking them to either return the parcel or forward them to me. Is this for real?!?!?! Also how am I supposed to contact someone who I do not know and lives about 200 miles from me?!?!?!?!? Absolutely disgusting and embarrassing service, they basically just stole my money!

Okay, so I have been a loyal customer of this company for so many years. I recently placed an order for a birthday gift for my brother, after a few days, I emailed customer service as I had not received a shipment update. Needless to say, I did not receive a response, and had to email a second time, at which time, I was advised that due to the flooding in the warehouse, my order would not be fulfilled and would be refunded. Granted, unavoidable things occur, but I should have been notified that I would not receive my order, instead I had to email twice to find this out. So, I was left without a birthday gift for my brother, and had to purchase an alternative gift. Days later, I received an email from the company advising that they are back up and running after the flood. Funny, how the company wants to send those emails out, but they failed to notify customers about their orders being cancelled. I emailed customer today and asked if the company was offering any GWG to customers who's orders were cancelled and refunded, not only due to the inconvenience, but in my situation due to the fact that I was under the impression my order would be shipped, since I was not contacted about the issue of the flood. Now again, unexpected things occur, however, as a business owner myself, I understand the importance of showing customers that their business is appreciated, and doing what I can to sort out any issues which may have arisen through no fault of their own. To my surprise, a rep by the name of Harry advised the flood was unavoidable, so no GWG would not be offered. After I responded and advised that I had not been notified about the cancellation of my order, he attempted to make excuses advising that perhaps I have their site blocked from receiving emails or the email went into my spam folder. Of course neither of those excuses were valid, as I checked my spam mail, and obviously the site is not blocked if I receive promo emails from them all of the time. I then received an email from Jeanette advising that the flood was unavoidable. I am extremely disappointed in the manner in which this matter was handled. What this company has to realise is that it is easy to get customers the key is in retaining them, and in this instance they failed...

Frustrating customer service, each response you receive to your complaint will be from a different customer service agent. Will not listen to your complaint properly. In my case, they displayed the wrong size for an item of clothing in their webpage description of the item. The item received was 2" larger than the description stated. They won't acknowledge this in their response, instead choosing to respond in generic pre- formatted emails! Horrible company.

Great website with some brilliant deals. Ordered 2 pairs of shoes, came really quickly and were well packaged. Sent one back simply due to not needing that many pairs of shoes (really?!?!?) and received my refund with no hassle.

The only reason I haven't given it 5 stars is that I had to pay for my collect+ returns lable (only £1.49 which was nothing really and collect+ is very convenient). If it has been free returns, I would have given them 5 stars!