I bought a cashmere dressing gown from M & S and absolutely loved it. However, after the first wash (completely following washing instructions), I was extremely upset when it shrunk dramatically . It was a size 12/14 but would have fit an 8 year old.
I had owned the dressing gown for almost 12 months but only worn it a handful of times before I washed it.
I am not a very assertive person and felt quite trembly when I visited my local M & S store to ask if there was anything that could be done about it. I thought they would try and put the blame on me for not washing correctly.
I could not have been more wrong!. The girl who served me agreed that for the price I'd paid £199 which is alot of money to me this should not have happened.
They took the gown from me and said it would be sent off for testing. I have since received a very sincere apology letter from M & S and been given a full refund with no quibbles.
I cannot fault M & S customer services. Thank you.
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