Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.10

2.1 Rating 1,232 Reviews

25 %

of reviewers recommend Marks & Spencer

Company Reviews

Questions

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

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

“Had a gift of delivery flowers. They were nearly dead, packaging a mess and leaking onto the light box which was un useable. How they could send such sub standard flowers is beyond me. They will have made and package so knew exactly what was being sent out.”

Marks & Spencer 1 star review on 2nd July 2021

Helpful Report

Posted 4 years ago

“Be very careful when ordering as you only have 30 minutes to change your order & although I admit it was my fault I put wrong apartment number on the rest of address was right & had Yodel left the flowers my sister would have got them in the end when I saw my mistake! No second chances with this lot shall not use again!”

Helpful Report

Posted 4 years ago

“I can honestly say what a shambles the return with paperless it is utterly abysmal!! please go to next to see the professionals at work i have been using m&s for over 40 years no wonder they are in trouble PLEASE GET YOUR ACT TOGETHER”

Helpful Report

Posted 4 years ago

“I would never order flowers from M & S, if you have to because of distance I suggest you tell the recipient to take a photograph so you can see them, awkward situation when one receives flowers (as I did) how can you complain. I complained to M & S and got even more upset with a rude customer care person and wasted over 30 minutes on phone. I wanted Marks to know so they could tell supplier. They stunk, wilted going brown, against the much cheaper flowers also from Marks was no comparison. I still like M & S flowers I felt the suppliers did not do the best for the company name in this instance. I do have photographs”

Helpful Report

Posted 4 years ago

“The Protea Posy arrived on 20th June. Sent to me by a dear friend who would be embarrassed and horrified to know that it bore no resemblance to what was on your website. I have not told her for that reason alone. I have included photos of the day they were received, then a photo from today.”

Marks & Spencer 1 star review on 26th June 2021

Helpful Report

Posted 4 years ago

“A dear friend sent flowers of condolences to me and they were had dead ,three alliums were squashed and petals missing and the stocks were squashed and looked like they had been dragged out of a bin ! Disgraceful! How can you tell the sender that they have just poured their money down the drain??”

Helpful Report

Posted 4 years ago

“Fower box taped up with yodel tape,gift bag destroyed soaking wet box and flowers bruised and dreadful looking full refund please”

Helpful Report

Posted 4 years ago

“The website is a Complete disgrace, you cannot choose address or adress details, someone needs to revamp this website”

Helpful Report

Posted 4 years ago

“I ordered flowers for my daughters wedding on a Monday for delivery Friday. I rang 3 times spoke to someone once. At 7.30pm still no flowers got my money back Then they turned up at 10.30pm I'm so not using them again. Rubbish service.”

Helpful Report

Posted 4 years ago

“Ordered flowers for my mother in laws birthday and they didn’t turn up. Called late in the evening and the advisor cut us off when trying to sort out and never called back. Trying again. This is the second time this has happened. Will try Waitrose next time as I cannot believe the service will be as bad. Do not use.”

Helpful Report

Posted 4 years ago

“Ordered a bay tree, chocolates and wine to be delivered, waited to make sure the delivery was on the day I wanted, order confirmed the date then message from Yodel with the delivery date. Then I got an email from M&S, sorry your order has been delayed, no other information on when delivery would be. I called the help number provided during the hours it was supposed to be open to only have the option of shouting at an automated service which could not understand me, eventually, it told me the order would arrive soon. It hasn’t and it is now 21:15, I have spend hundreds of pounds on gifts and flowers with M and S not always brilliant but this is appalling customer service. I was relying on the gift arriving today. Goodness knows if they will receive it now.”

Helpful Report

Posted 4 years ago

“2 orders messed up in 5 days Aunt received someone else’s flowers last Friday (11th) sister in law didn’t receive hers at all today (16th) due to damage in transit.”

Helpful Report

Posted 4 years ago

“Received yesterday pink and yellow Rose's the yellow Rose's drooping already I dont want to tell the person who bought them but disappointed with them”

Marks & Spencer 1 star review on 16th June 2021

Helpful Report

Posted 4 years ago

“Flowers that I ordered have not been delivered on the requested day. I do not recommend you order flowers for an occasion as it’s rather embarrassing when they don’t turn up!”

Helpful Report

Posted 4 years ago

“A resident at a Supported Living facility where I work had a dreadful delivery today. I'm reporting it as she can't and wouldn't let me photograph the contents which you can imagine looked as bad as the box! The flowers were withered and dry as the water had leaked over the box of chocolates which was as squashed as the box!! Would not recommend this service to anyone as this is not the first time this has happened. Felt so sorry for the poor lady as was sent from her son in Australia.”

Marks & Spencer 1 star review on 12th June 2021

Helpful Report

Posted 4 years ago

“Delivered this to my auntie- disgusting Didn’t even put the card on there wishing her happy birthday that we requested and paid for”

Helpful Report

Posted 4 years ago

“Twice received flowers from m&s and on both occasions the flowers arrived dry with no water and dead. Disgusting service.”

Helpful Report

Posted 4 years ago

“Dont order any flowers or chocolates be warned. Sunflowers ordered for 60th birthday for the 7th got a text on the morning to say on the way. Then got email at 4pm to say would be 24hrs later,rang customer service said at first couldnt find address then said they were damaged ? Which was it so cancelled the order. They then turned up next day flowers and chocs crushed. Not even packaged as photo shows. Shame on you m&S wish I would have read reviews 1st dont waste your time and money shame on yodel delivery as well.”

Helpful Report

Posted 4 years ago

“Twice now my daughter has sent me flowers from M & S. The first time they said they had been delivered they hadnt. Then they arrive a few days later with the box crushed and the flowers wilting leaves withered. I was compensated. This time the flowers arrived on time, though a day later than requested but again well past their sell date. Why ? So really £35 down the drain. dont know who delivery was by”

Marks & Spencer 1 star review on 6th June 2021

Helpful Report

Posted 4 years ago

“I would give a ZERO score if I could My son sent me flowers on Tuesday morning which arrived Wednesday lunchtime. They were wrapped in plastic and had no water. So needless to say after a 24 hour journey on a hot day they were dead!!!! My son complained and they sent me another bunch yesterday. Do I need to say more again flower packed in plastic and no water after a 24 hour delivery yes these were also dead. He’d sent me these flowers to thank me for a lovely weekend together after not being able to see one another for 15 months due to Covid. He feels terrible as he thought M&S would give a good service unfortunately they failed 100%”

Helpful Report

Posted 4 years ago

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