Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.09

2.1 Rating 1,262 Reviews

24 %

of reviewers recommend Marks & Spencer

Company Reviews

Questions

Metrics

2.1

Based on 1,262 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 64%
Accurate And Undamaged Orders	Greater than 49%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	1.6 out of 5
Returns & Refunds
Refunds Process	Difficult

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Phone:

ph:+44-33-30148000

Email:

retailcustomer.services@marksandspencer.com

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Marks & Spencer 1 star review on 18th September 2025

464

Anonymous

Anonymous // 01/01/2019

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“I ordered flowers for my daughter in law for birthday. They arrived started wilting after a few days very disappointing.I could have got some fresher from my local florist.”

Helpful Report

Posted 3 days ago

“Sent roses to a sick friend very poor dead after 2 days shocking”

Helpful Report

Posted 1 week ago

“The delivery driver just dumped them on the front step and made no attempt to ring our electric front doorbell. Oh my intercom system. This has happened before and we will not be ordering again until this has been sorted out once and for all. I blame the delivery service.”

Helpful Report

Posted 1 week ago

“Flowers delivered at 9.40pm to an elderly lady who lives on her own and is recovering from an operation! Absolutely appalling service! Rang customer services to complain, advised no refund would be given as the flowers were still delivered on the confirmed day regardless of the time!”

Helpful Report

Posted 2 weeks ago

“Ordered flowers in good time to be delivered Thursday. Had email to say they were out for delivery early morning. However, then had email stating they were running late. Then told they would be delivered Friday. Eventually delivered at 2pm Friday. Although recipient was at home, no knock on the door they were just put over the fence and left in the pouring rain. I rang the recipient to tell her that the flowers were there. Apparently the box was disintegrating with the rain. Really spoilt the surprise and flowers were not in top condition. Why do M&S use such an appalling courier??”

Helpful Report

Posted 1 month ago

“Dear Sir/Madam, I ordered flowers on 29.9.25 to be delivered to my son and daughter in law on the anniversary of them loosing their baby daughter. Flowers were left on the pavement!!! and stolen. Appalling service. No apology from customer service!!!”

Helpful Report

Posted 1 month ago

“Absolutely disgusted with the state of the flowers I ordered for my friends birthday! £35, I wouldn’t pay a tenner for them”

Helpful Report

Posted 1 month ago

“Flowers ordered for my elderly aunt were not delivered on the nominated day. I was informed they were out for delivery the following day but they failed to arrive. After several phone calls the next day to customer service, I secured a refund. Extremely disappointed with M&S, will not be using their flower delivery service in the future.”

Helpful Report

Posted 1 month ago

“Flowers sent as a gift (30 roses) have been delivered wilted and discoloured. It's not possible to complain unless the sender does so, and as I am not going to disappoint my friends and diminish their kindness, M&S are getting away with it on this occasion. Surely my photos and the DPD verified delivery time would be enough? (photos won't upload, files too large)”

Helpful Report

Posted 1 month ago

“Well Done M&S 🙌🏼🫶🏼 They were received today with Thanks from My Sister-in-law ❤️ She described them as Simply Beautiful A* from Us Highly recommended the whole process from the quality of the flowers to the delivery on time and with care x Will be using M&S flowers delivery again Thanks Sinem x”

Marks & Spencer 5 star review on 21st October 2025

Helpful Report

Posted 1 month ago

“I have ordered this bouquet 3 times now and every recipient has said how gorgeous they are and how long they lasted. Never been disappointed”

Helpful Report

Posted 1 month ago

“Wish I had read the reviews before ordering!! Absolutely appalling service. Ordered a beautiful bouquet for a family birthday yesterday. Firstly, these delicate flowers were shipped via DPD - if they ever turn up heaven knows what state they’ll be in!! I kept getting email updates referring to the flowers as ‘your parcel’ - doesn’t give you confidence! Needless to say they were not delivered on the birthday. Customer service arguing that ‘they will be delivered today’ - hardly the point!!! I had to escalate my complaint to get any kind of helpful response, a refund has been issued. But in my experience you cannot rely on M&S any longer. So disappointed.”

Helpful Report

Posted 2 months ago

“I bought 2 lots of flowers simple white roses, bought to do buttonholes and a bouquet of pink avalanche roses. No traditional type flower carry bag available to transport home. After a journey on public transport, they looked slightly sad. I looked at them this morning, and every rose has slight damage at the rim of the flower. WHY CANT YOU SUPPLY AN APPROPRIATE CARRY BAG. Your paper carry bags are totally useless for this job. The white are unusable for buttonholes and the expensive avalanche will be hidden in a very large arrangement”

Helpful Report

Posted 2 months ago

“APPALLING ordered Flowers, Champagne & Chocs for my neices 30th Birthday- they were never delivered and I was not informed even though m&s and courier had my number! The tracking info did not work & I only found out it was not drlivered because my family notified my thinking I had forgotten her birthday! Of ALL the services I could have picked for this, I picked the worst! Customer Services gave no solution, did not attempt to resolve the problem and all I could do was (hopefully) get a refund! Wow. Just AWFUL service! Avoid!”

Helpful Report

Posted 2 months ago

“Sadly my Bouquet of yellow mixed Bouquet was delivered to wrong address. A young lady did bring them round but no idea how long they were there. Box had right address”

Helpful Report

Posted 2 months ago

“My partner sent me roses for my birthday today he does this every year I have always been happy with them. This year they were not up to scratch- tiny bunch of singed roses. Neither of us would have chosen them from a store and we are really disappointed at what arrived. The customer service department at M &S basically couldn’t be bothered they told us to ‘leave them to grow for 3 days - what has happened to M & S? We will never shop for flowers there again - the reviews are shocking - shame on them. Pics below - advertised and actual Back to Waitrose for us - stunning flowers.”

Helpful Report

Posted 2 months ago

“Do not order M and S flowers. Ordered yesterday for a friend’s birthday and paid for next day delivery. Flowers not arrived which is extremely disappointing. What makes it worse is after eventually getting through to customer services, just told it says at depot, no explanation as to why not delivered, and a refund will be with me in 3 - 5 days. No offer of trying to resolve it. Next, Interflora much more reliable and understand how to resolve poor service. Unfortunately, my review doesn’t sort out disappointment for someone on their special day. Thanks M & S”

Helpful Report

Posted 3 months ago

“I placed a flower order on 12/9/2025 I contacted M & S to amend the delivery date as the person they were going to had made plans and wouldn’t be there. I requested the date be changed from 17/9/2025 to the 21/9/2025 and they stated it wasn’t possible to do that. I requested to cancel my order and again they stated that wasn’t possible either. I wouldn’t have thought giving a company 5 days to amend a delivery date was unreasonable .The advisor said there was nothing she could do I wasn’t given any options at all . Very poor customer service service and was quite surprised by the outcome of the call.”

Helpful Report

Posted 3 months ago

“Very poor standard, not what I expected from M&S, flowers poor one was dead, every other company including Tesco include a sachet of plant food, nothing.”

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Posted 3 months ago

“Kelly Hoppen flowers were half dead on arrival, customer service was appalling, will not use M&S online flowers again”

Helpful Report

Posted 3 months ago

Marks & Spencer is rated 2.1 based on 1,262 reviews