Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.09

2.1 Rating 1,256 Reviews

24 %

of reviewers recommend Marks & Spencer

Company Reviews

Questions

Metrics

2.1

Based on 1,256 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Husband sent flowers to my parents and the bouquet received was nothing like what it should’ve been.. absolutely shocking again after the Mother’s Day debacle… we deserve a refund… it’s embarrasssing”

Marks & Spencer 1 star review on 20th December 2022

Helpful Report

Posted 2 years ago

“Bouquet of Roses ordered from M&S for mums birthday but they sent a bunch of Iris's instead. The bouquet that did arrive from DPD had approx 5 heads snapped off the flowers where they had been mistreated during transit. Box was left outside my door with flowers upside down. Finally got to through to someone in the chat and got a refund but no apology for the appealing service. Will avoid in future.”

Helpful Report

Posted 2 years ago

“Flowers delivered 1 day late, granddaughter upset, as is her mum, as they where a birthday gift for her, I'm embarrassed that the flowers arrived in the state they did, m& s customer service where shocking. !”

Marks & Spencer 1 star review on 14th December 2022

Helpful Report

Posted 2 years ago

“I am sorry to be doing this to such an established British Company with a one time high quality service and goods. Sadly I am going to repeat another complaint I have just read on this site. Yesterday I received a bunch of flowers for my birthday which half the flowers were limp including the leaves I realise it was mainly the bunch of tulips added to the bunch. The website chat box is totally unstable and after 3 attempts and being cut off I ended up phoning customer service. After explaining they were limp and could send evidence the operative said there was no need and would send another bunch. Sadly they arrived next day in exactly the same condition. Limp leaves and collapsing tulips. I can’t say how disappointing this experience is it’s as if no complaint was put in and nobody has learnt. My sister in law who sent the flowers does not know yet as she will be derverstated to be let down by a highly regarded company. I don’t know who you are employing but the obviously have no pride in their employment position or the training is lacking. I realise customer service does not care either so sadly this is my warning to other potential customers.”

Marks & Spencer 1 star review on 13th December 2022

Helpful Report

Posted 2 years ago

“We received online flowers from Marks & Spencer they were half dead. We complained and they sent out another bunch of half dead flowers totally unacceptable they cost £40 and were only fit for the bin.”

Helpful Report

Posted 2 years ago

“Most appalling bouquet of flowers were delivered. They were called ‘Thinking of You ‘ . Well there were only 4 white roses and one of them was dead ! Everything else was just wilting greenery . I phoned m&s , complained and they kindly sent the same arrangement again . I assumed the first delivery was just a hiccup so I was absolutely horrified when the second bouquet arrived the same !!! I have taken photos and will be taking these to m&s tomorrow to discuss . These were a special birthday present and I know the sender would be absolutely mortified to see what a total waste of money the flowers were . Whatever florist has this contract should be removed as I certainly would never order or recommend m&s flowers !! The attached photos show what should have arrived as seen on the m&s page whilst the other photo is what actually did arrive”

Marks & Spencer 1 star review on 5th December 2022

Helpful Report

Posted 2 years ago

“My birthday flowers have just arrived and they are terrible. They look dead, i am so dissappointed.”

Helpful Report

Posted 2 years ago

“Appalling. Half dead flowers sent to a bereaved friend. Cost £35. Deeply shameful and insensitive”

Marks & Spencer 1 star review on 30th November 2022

Helpful Report

Posted 2 years ago

“my mam got flowers delivered for her 80th the box was damaged the flowers were very dry turning brown for the price there was just 2 roses in they were a disgrace I will never use m&s again she got some from a supermarket cheaper and they were much better I did ring and complain and they sent more but there were just as bad!!”

Marks & Spencer 1 star review on 27th November 2022

Helpful Report

Posted 2 years ago

“On 3 occasions in recent weeks our family have had flowers delivered and on each occasion they have been absolutely awful, almost dead or with one of the planted baskets all the flowers and compost was out and a total mess which my 90 year old mother had to clear up and try to re plant. They really are relying on the M&S name being quality, but unfortunately in my experience and I’m sure many others this has not been the case. And you really cannot tell the sender without sounding ungrateful, so in effect it’s like streaming peoples money without any responsibility regarding product”

Helpful Report

Posted 2 years ago

“Ordered a celebration bouquet champagne and chocs for Aunts joint 90th and golden wedding. They arrived at 7pm after being loaded on Yodel van at noon. The flowers were done. How many special days do you get in your life? Customer advisor said we cant do anything and for me to ask the recipient what was the condition ...how could you phone up and do that? how humiliating! If M and S cant be trusted to carry out such a emotive trusting service they shouldnt be offering it. Appalling!!!!”

Helpful Report

Posted 2 years ago

“I ordered a bouquet for my aunt's 100th birthday. It was delivered by dpd courier. Despite saying "fragile" on the box and handle with care fresh flowers. The box was dented, dropped on the porch at 7.30 in the morning and left. When opened the flowers inside were wilted and didn't last the day let alone the 5 guaranteed days. An absolute waste of money. Don't waste your money support a local independent florist instead, which is what I'll be doing in the future”

Helpful Report

Posted 2 years ago

“Sunflowers orded by our son for my wifes birthday. Yodel delivered them, we didn't know any thing about them as they were to be a birthday surprise and they were certainly that. They were left in our porch, driver never wrung the doorbell or knocked on door we only knew someone was about due to our dog started barking. The boxed flowers was soaking wet,damaged and severely tapped up with brown tape. When we got into the box we found the water bag empty and the flowers in a disgraceful condition. Reading all of these awful reviews does anyone at M&S take the trouble to read them and do something about them. M&S need another courier as these flowers should not have delivered in that condition. DISGUSTING.”

Marks & Spencer 1 star review on 24th November 2022

Helpful Report

Posted 2 years ago

“I ordered some flowers to be delivered for a relative's 70th birthday. Order number 306-0041387-1577407 The flowers were scheduled for delivery on Monday 21/11/22. On phoning my relative (6pm)no flowers had been delivered . I waited for 15 minutes for the M&S adviser to answer the phone . The phone line was awful and it was very difficult to understand what was being said . The advisor sounded disinterested and made no apology about either the time I had waited on the phone or the fact that the flowers had not been delivered. She said ' ok do you want a refund? ' I asked when the flowers would be delivered and she replied that they were held up by Yodel and that they would be delivered tomorrow. It was only when my daughter took over the call that I was offered a refund . The flowers were finally delivered a day late and my relative sent pictures. I can honestly say I was speechless- they were half dead and did not resemble the pictures on the site I ordered from.”

Helpful Report

Posted 2 years ago

“I ordered flowers from M&S as I had been doing after watching Denise van outen webinar months ago. Every time in the past they’d been incredible. But this time was a different story! I ordered them on 14.11 & it was 21.11 & still nothing!! So I called customer service to enquire. They said they had got lost. I was shocked! Had I not called I would have received nothing & paid for that luxury. The customer service person said they’d refund me but that it would take 5 days. Anyways, tonight I did receive the flowers! They were wilted. I am so disappointed in the service but don’t understand why!! I’m glad I asked for a refund but annoyed it will take 5 days to appear in my account!”

Helpful Report

Posted 2 years ago

“Wrong address. Not able to amend order straight away. Delivered very late in the day. Will not be ordering again! Absolutely awful experience and customer service.”

Helpful Report

Posted 2 years ago

“I have ordered flowers for my husband's birthday from M&S. The quality was awful. The flowers where half dead, no water provided during transport and therefore didn't look like what I ordered or expected. I contacted M&S via online chat and they resend a new bunch of flowers, no apology though. Today the new "fresh" flowers arrived and they look as tired and dead as the previous bunch they sent. Never again.”

Helpful Report

Posted 2 years ago

“I ordeted flower for my sister in laws 70th Birthday order number 301 0041090 6386786 I was shocked when my sister in law sent me a photo thanking me not only were they nothing at all like the flower I ordered which where Autumn colour roses and lilys they were off white Roses half of them had turned bown at the edges no water Certainatly not suitable to give to someones to wish hsppy birthday this is the second time I have had a bad experience with M&S flowers I will be posting pictures on facebook instagram and all media outlet if you want to see I also phoned your call center to complain to a very nice guy who kept telling me how sorry he was number one not his fault and two doesn't help me I am now on a mission to expose M&S flowers to be a rip off £40 for a bunch of half dead dirty white roses”

Helpful Report

Posted 2 years ago

“My friend messaged me yesterday to ask about the flowers i had received earlier. Unfortunately i did not receive them despite her being told they had been delivered. The screenshot could have been anywhere and certainly not my property. Customer service could not say where they left? Apparently i will get them Saturday . Very upset for disappointment and worry this has caused my friend . Not what I would expect from M&S.”

Helpful Report

Posted 2 years ago

“My sister sent me flowers from marks and Spencer last week. They had no water or any other means of keeping them fresh and I had to throw half the bouquet in the bin as they flowers (including several rises were withered or wilted. I didn’t tell my sister as knew it would upset her. The worst flowers I have ever received. I’ve received flowers from M & S in the past and have always had to bin a few blooms so obviously a thing with this company, this really is the worst yet! I didn’t think to take photos. I will in future!”

Helpful Report

Posted 2 years ago

Marks & Spencer is rated 2.1 based on 1,256 reviews