Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.10

2.1 Rating 1,232 Reviews

25 %

of reviewers recommend Marks & Spencer

Company Reviews

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Metrics

2.1

Based on 1,232 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 25th July 2025

461

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Worst flowers I have ever bought. Flowers did not look anything like the flowers on the website. The flowers cost me £50 which is a reasonable amount of money, could have bought something much better from the local petrol station or the supermarket for under £10. One star is the lowest rating I could leave, they do not even deserve a one star rating. Will not be ordering flowers from M&S ever again, not sure if I would ever shop again at M&S as I feel I have been ripped off. Due to the disappointment of the flowers could not get myself to put them into a decent vase and they ended up in the bin.”

Marks & Spencer 1 star review on 14th February 2023

Helpful Report

Posted 2 years ago

“Flowers arrived looking very dried out and not suitable for a gift.”

Helpful Report

Posted 2 years ago

“Please do not order flowers from m&s. They arrived looking limp and half dead and after following all instructions, almost 2 days later they are still looking mostly dead, and a few stems have broken where they are drooping so much. Trying to get any feedback from customer services is like trying to resuscitate these flowers - impossible! Avoid at all costs.”

Helpful Report

Posted 2 years ago

“Disappointed on receiving from my Son and daughter in law flowers Star Struck Aquarius , two of the Chrysanthemum head were broken from the stem , one rose dead , one of the lisianthus stem broken and too much Greenery .”

Helpful Report

Posted 2 years ago

“Nothing like advertised”

Marks & Spencer 2 star review on 9th February 2023

Helpful Report

Posted 2 years ago

“I have made an online order of your Rose & Seathistle Bouquet for my friend on 4th of January 2023 to be delivered at the earliest on 10th of January 2023. I have paid £35 for these flowers and expected them to arrive as seen in your displayed pictures more or less. However they were received with dried and dead leaves and flowers and did not look fresh. I wrote a review which didn't meet your requirements to be published on your website, then amended those highlighted words and resubmitted but then again my review did not meet your requirement. If you are not going to enable me to write my honest review and filter and only publish what meets your requirement, how can we trust any of these reviews? I would like my review to be published with my attached picture so customers reading reviews can see it- not just see your filtered reviews.”

Marks & Spencer 2 star review on 8th February 2023

Helpful Report

Posted 2 years ago

“M&S used DPD for our flower delivery, and they were utterly useless. Despite the clear labelleing on the box, it was not stored in the right position, something had been placed on it, and as a result it was delivered to us damaged with the flowers all squashed upside down. No online mechanism to complain or obtain an (even partial) refund. Complete disgrace, will never use again.”

Helpful Report

Posted 2 years ago

“Flowers look nothing like what I ordered. More greenery than blooms. Very disappointed.”

Marks & Spencer 2 star review on 3rd February 2023

Helpful Report

Posted 2 years ago

“Flowers were dead on arrival. They were four days late so it could be a DPD courier problem. I won't be using M&S ever again.”

Helpful Report

Posted 2 years ago

“The flowers from my brother and his wife were incredible. They have lasted for ages, the roses all opened up perfectly, the stocks smelt divine, it was a joy to see. The flowers got better daily and drank lots of water which is always a good sign.”

Helpful Report

Posted 2 years ago

“Flowers arrived in poor condition. I complained and received a new bunch which arrived looking good but wilted on third day. NEVER buy m&s flowers”

Helpful Report

Posted 2 years ago

“I won't buy a bouquet from M&S ever again, as in 50 years of buying presents, NO other company has let me down on nominated day delivery. This was a very special occasion for a very special person, so it was infuriating and upsetting to hear that the flowers were still in transit the following day. Spring flowers are short lived anyway, once they are cut, so the shelf life is going to be even shorter, without factoring in the unfavourable conditions they have been kept in for 24 hours. (Warehouse/lorry) Trying to talk to customer services was a trial which I failed as I got fed up with automated responses which didn't address the problem. Really angry.”

Helpful Report

Posted 2 years ago

“I have lived in Torquay all my life and and always shopped at M+S every day until i read what these managers did to someone that had shopped there as much as myself and i personally no the gentleman concerned and have to say he is a well respected businessmen who once employed up to 28 staff small compared to M+S or even Fred in the shed so every thing this section manager and her girlfriend did was so very unpleasant and untrue and there made up Lies is unforgivable but to read how the senior managers spoke to him and treated him is unbelievable and then M+S reward Mr Harris to area manager to support him for his role in banning this innocent gentleman from his store i personal have never heard a single person speak or say a bad word against this man and would have no reason to i always thought Marks and Spencers Valued there customers but clearly not but would have to say if you have to make up Lies to get someone out of your store you must feel nervous every morning you wake up and so you should”

Helpful Report

Posted 2 years ago

“My mother was 90 last week and a friend sent her M & S flowers they were mostly dead and she had to throw them away. She was very upset as they were from a friend who she said woud have paid a fair amount for them and she lied to the frind saying they were lovley so she did not get upset not M & S standards at all”

Helpful Report

Posted 2 years ago

“The best Manager in the Torquay Food Hall is Matt he will judge a customer for himself and dose not take sides or join gangs he is always very polite to me every time he spots me in the store and always found the time to say hello with a smile its a pleasure to shop in there when he is working unlike Ralph who looks like he's won the lottery and lost the ticket there are some people you look at and think i no i can make you smile with him you would probably have to say your sacked to put a smile on his face clearly not happy in his job or is working with the wrong section manager”

Helpful Report

Posted 2 years ago

“A family member sent bunch of flowers to my wife who was unwell. The flowers arrived in a poor and limp condition. It seemed ungrateful to inform the sender of the flowers about their condition, so I 'phoned Customer Services and spoke to a representative who was most unhelpful and refused to allow me to speak to her supervisor. The flowers were clearly expensive, but their condition was most unsatisfactory. I expected a quality product from M & S and a more customer focused response from Customer Services. Marks & Spencer is clearly not a retailer of quality any longer.”

Helpful Report

Posted 2 years ago

“I ordered flowers to be sent to an very unwell elderly lady. They were due to be delivered by Yodel . I got a message at 9PM to say that they had run out of time and would be delivered the next day. They were delivered in the afternoon the next day. As they were fresh flowers and not in water ,they arrived wilted and the roses had brown leaves on them. It was very disappointing.”

Helpful Report

Posted 2 years ago

“Received a bouquet from a friend - really disappointed at the quality of the flowers and the condition they arrived in. I didn't want to complain to my friend so I rang M&S directly to voice my disappointment. The lady on the phone was disinterested, clearly did not listen to what I said and, like a recorded message said a replacement bouquet would be with me on Friday (today). M&S then contacted my friend to say I had complained (might as well have told her myself). Well the replacement arrived today, its worse then the first one!! I love M&S but NEVER EVER will I order flowers from them - quality 0/10”

Marks & Spencer 1 star review on 13th January 2023

Helpful Report

Posted 2 years ago

“i have shopped with Mark's and Spencer's for a very long time but when i read the review's about there Torquay Food Hall and the way the General Claire was so rude to the gentleman that had made a complaint to head office about the way the Commercial manager Andrew and section manager Nikki had treated him it clearly shows the HR department in a very bad way its one thing to ban a customer that shopped there for over 20 yrs but to make up excuses that rewarding staff for good customer services was against there company Policy yet the staff took it from this Gentleman and were happy to spend it maybe the staff should be aware of the company polices even people reading this will clearly see if you make a compliant they will find a way to ban you from there store as these managers did just that and the section manager Nikki who sent the police to the Gentleman home with nothing but made up Lies that was all in her Histrionic head she should be ashamed of herself its Disgusting how cruel could you be to someone that was clearly innocent and so kind and yet HR couldn't even explain how they would sit back and allow there managers to treat a loyal customer in this way its the most Disturbing review that anyone could ever read a gentleman that was so kind and generous and most of all INNOCENT they have Destroyed a good store's fantastic name its seems if you have worked there for 30 yrs or more you are more powerful than Claire the so called General manager who should have been sacked clearly a very Toxic store”

Helpful Report

Posted 2 years ago

“Received a bouquet with limp flowers, deseased leaves and caterpillar eaten roses. Complained and had a 2nd bouquet sent that was as bad, if not worse than the first one. Appalling!”

Helpful Report

Posted 2 years ago

Marks & Spencer is rated 2.1 based on 1,232 reviews