Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.10

2.1 Rating 1,231 Reviews

25 %

of reviewers recommend Marks & Spencer

Company Reviews

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Metrics

2.1

Based on 1,231 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

“Absolutely disgusting customer service, I am a 60 year old women with severe arthritis in my hands so my daughter helps carrying bags. I was purchasing food and wine as a gift for a friends birthday and was refused service. I was told it was because my daughter was holding my bag. My daughter returned to the car, and I was still refused service dispute having ID and being very clearly considerably over the required age. I have shopped in the M&S that was across the road for over 15 years as I live close by and have never experienced this in all those years. We were excited to visit the new Derriford store for the first time, but due to the way I was treated, being refused service, I will not return. M&S has lost my business through what can only be considered a ‘jobs worth’ attitude from staff and manager.”

Helpful Report

Posted 7 months ago

“Still no apology absolutely disgusting after sales Like everything in marks going down hill We were sent flowers from Morrisons they were absolutely beautiful and still going strong U should look at your after sales rubbish 💯”

Helpful Report

Posted 7 months ago

“It’s disgusting u don’t even reply shall I go get them out of the bin 🤔”

Helpful Report

Posted 7 months ago

“Had a delivery on 23rd Dec. Very poor quality, Lilly buds mostly lying in box brown heads on remainder which were crushed by greenery. Fit only for the bin. I’ve had many regular delivery’s of M&S flowers over the years, always poor dead heads or too much green stuff squashing the rest. I dread opening the boxes and feel upset for my relatives wasting their money.”

Helpful Report

Posted 7 months ago

“That’s the second time I had flowers delivered from M&S and the second time they are VERY VERY BAD QUALITY. My parents in law sent me flowers for my birthday 2 months ago and now for Xmas and both time the quality of flowers is absolutely terrible! The flowers are nearly dry! I can’t say it to them they are in their late 70s they would be very upset. Shame on you M&S!”

Helpful Report

Posted 7 months ago

“Xmas gift from my daughter Roses r dead oranges had mould on them Foliage wilted She’s upset Witch is sad 😔”

Helpful Report

Posted 7 months ago

“Ordered flowers on 10th Dec for delivery on 21st so that I could prepare the table decoration on the 22nd for Christmas Day. I did not read the reviews before ordering and simply trusted the good reputation of this brand. BIG MISTAKE. They did not arrive on the specified day and when I checked the tracking the following early afternoon around 1.00pm the record showed “delivery refused” at 9.31pm on the 21st followed by two more entries a minute apart ultimately saying they would deliver the next day. The tracking also recorded an attempted delivery at 8.49 am on the 22nd with no answer. At that time I was with my husband in the room next door to the front door bell chime and I can assure you nobody rang the bell or knocked the front door or rang the gate bell which calls my phone. I called customer service who offered no apology , advised the flowers I ordered were no longer available and said she would arrange a delivery of alternative flowers of who knows whose choice which would be delivered Christmas Eve. A refund was offered but by this time it is too late to find Christmas flowers for sale. They are all sold and, anyway, I have no time to shop around. We had planned to have everything ready for the table early on Christmas Eve for our party and then spend the evening relaxing with our friends at their open house party in the evening. A considerable amount of distress has been caused by incompetent personnel at M&S and DPD and unsympathetic staff at M&S. Never will I buy anything again either online or in store from this outfit staffed by inept managers and their incompetent , uncaring staff.”

Helpful Report

Posted 7 months ago

“12 white roses received today 22/12/2024 all wilted.gift card received by email to the value. Thank you”

Helpful Report

Posted 7 months ago

“Ordered flowers on Wednesday for delivery Friday and after emails promising deliveries and delaying deliveries I decided to ring, a week later and ask if they had actually been delivered as the tracking is 3 days behind informing me they are in transit. As the goods are perishable they have now been destroyed. I can have a refund or resend. A no brainer a refund please. The last delivery promised was Saturday night between 8pm and 10pm!! What's wrong with an email informing you there is a problem can you please contact us. The flowers were for a friend whose son suddenly collapsed and died and I just wanted to do something. I will never bother with M and S flowers on line again. I would have selected no stars if it was available.”

Helpful Report

Posted 7 months ago

“Had Brights Bouquet, said to stay fresh for 5 days wrong and waste of £13 only 1 rose and freesia last, iris and gerberra droping on day 3 and threw out on 4th day. Don't waste your money. Tried to complain using online chat and you can only put your name in.”

Helpful Report

Posted 7 months ago

“Flowers delivered - followed instructions & they wilted after three days! Couldn’t complain to the person who sent them either as would have been too upsetting for them!”

Helpful Report

Posted 7 months ago

“I bought a £20 bunch of flowers , they looked gorgeous so thought I'd treat myself the next day they all look dead . Customer servicecsay take back receipt and all packaging, who keeps all the packaging? It's a 15 mile round trip back so this isn't an option either. Won't buy again.”

Helpful Report

Posted 7 months ago

“Ordered on the Friday for Sunday delivery. Was only told at 8.15pm on Sunday night they were not coming. Cancelled next morning. Wont be ordering again”

Helpful Report

Posted 8 months ago

“Order placed for flowers and champagne for a special birthday. I was informed in the afternoon of the delivery date that there was a problem, the order was damaged in transit and would not be delivered. No option for anything to be delivered on the day, only choices redelivery on a later date or a refund. One very dissatisfied customer and an very unhappy recipient, will think more than twice before ordering from Marks and Spencer again.”

Helpful Report

Posted 8 months ago

“We are buying regularly flowers from M&S. We can see over the last months repeatedly that fresh flowers and tired flowers are mixed together in a bunch. I find this an impossible betrayal on customers.”

Helpful Report

Posted 9 months ago

“Ordered a flower bundle for my 84 year old mum who lives in newcastle birthday on 24th oct tracking flowers was due to be delivered between 16.40 and 18.40 birthday nearly over ?? And at 84 has been told not to open door at night flowers arrived at 18.55 and not in the best of condition roses probably last a few days have used this service on numerous occasions because of brand and reputation although would never use it again so dissapointed would never reccomend”

Helpful Report

Posted 9 months ago

“Ordered flower bundle for my mums 84th which was today tracking order due to be delivered between 1640 / 1840 birthday almost over surely goin by message on card they would have delivered these earlier knowing they were for a birthday I was really worried my mum would not open door as we jeep telling her not to at night eventually turned up at 18.50 wont use this service again”

Helpful Report

Posted 9 months ago

“A friend sent me flowers from M and S - half were dead and drooping - I couldn’t tell that to my friend of course as it would have ruined her kindness to have to complain etc”

Helpful Report

Posted 9 months ago

“Recieved as a birthday present, a rose bowl of supposedly live minature roses. On opening the transportation box to find the roses had fallen out of the bowl, and on further inspection the roses were completly devoid of any form of moisture and out of a full bowl of roses only two had survived. Really disapointed with M and S. Would not recommend people to waste their money.”

Helpful Report

Posted 9 months ago

“Do not order flowers from M&S online! The rose and freesia bouquet did not contain any freesias and the 4 roses included were dead, as were the other flowers. Delivery was supposed to be next day but they were delivered a day late by DPD. Photos were forwarded to 'customer services' who immediately agreed that they would issue an ecard voucher, whilst I really wanted a fresh replacement. This could not be done without informing my daughter and her partner. I wanted to avoid this as they were sent to commemorate the anniversary of her father's death. The customer service person did apologise but as if reading from a script. I asked her to 'escalate my complaint as i do not want anyone else to be disappointed. It seems to me that this is an everyday occurrence which management are not bothered to address.”

Helpful Report

Posted 9 months ago

Marks & Spencer is rated 2.1 based on 1,231 reviews