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

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

“Yet another appalling delivery of flowers from Marks and Spencer’s . Coral Meadow Bouquet sent by my son and family who live in London for my birthday. They’d been in a box for nearly 2 days without water and are all wilted and half dead. It’s a repeat performance each year but not having upset my son by telling him how poor they are it’s difficult to do so now. However May do so as do angry about the appalling service.”

Helpful Report

Posted 3 years ago

“Had flowers delivered today all foliage wilted one of the head of the three chrysanthemum just fell on the floor very small bunch of flowers for £30.very very disappointed”

Helpful Report

Posted 3 years ago

“I was supposed to have a bouquet of roses for my anniversary from my husband. Marks failed to deliver on the 15-01-2022. When he made enquires they had been crushed by dpd deliveries. No email was sent so no alternative could be made. Thanks m&s my 1st year after 48 years were I did not receive flowers.I WILL NEVER USE YOUR FLOWER SERVICE AGAIN.”

Helpful Report

Posted 3 years ago

“Ordered flowers with prosecco and chocs for a birthday to be delivered on 13th Jan. Got from M & S saying they were on way but when tracked DHL they said they hadn't received them Phoned Mark's customer services who said sorry they didn't have those flowers to send out??? But could send some different ones for another day. Ordered these on 7th Jan..when were they going to tell me? Asked for a refund and will never order flowers from them again..disgusted!”

Helpful Report

Posted 3 years ago

“I had 3 bouquets of M&S flowers, 2 by courier delivery. The first bunch was the rainbow bouquet which our daughter ordered for Christmas, but had to be delivered 4 days early due to lack of slots. I was quite happy about this, she was disappointed. They Alstrumoeria arrived completely wilted and flattened, I feared the worse, but have been amazed that after shortening the stems, they recovered well over 3 days and are still beautiful nearly 3 weeks on. I'm Dutch, have often traveled with Alstroemeria kept fairly dry from the Netherlands as the flowers can cope. The second bouquet was with white Lisiathus and some Alstroemeria, again terribly dried out. It's only from last week and ready for the bin, although most of it never recovered and has been thrown already. Lisianthus can not cope in the same way. The last bouquet came this weekend, straight from the shop, mainly roses, very drooped and has not recovered. I'm very disappointed for all the lovely people who spent their money on these flowers. I will never buy them, the service in the past was better when there was water surrounding delicate blooms. Now I'd buy daffodils, some tulips and Alstrumeria (if they are delivered dry) or Chrysanthemums.”

Helpful Report

Posted 3 years ago

“I ordered flowers for my 94year old mum who lives in a nursing home 120 miles from me. The home is in a covid lockdown so contact is limited by this and my distance from her. The flowers were ordered on 8th January for next day delivery. Today is the 10th and I’ve just been told by Customer Services that it will be tomorrow before any arrive. I was given the option of refund which I have taken. This is appalling service from what is regarded as a reputable company. I had planned to send flowers once a month. I no longer trust they will arrive so M & S have lost out. I shall be telling my family and friends. A similar situation happened about 18 months ago when I sent flowers to my 3 adult children. I decided to try again but wish I hadn’t bothered.”

Helpful Report

Posted 3 years ago

“I ordered some flowers as a thank you to my family for all they did for me at Xmas. I ordered the purple rain bouquet at £40 . Luckily I was still there when they arrived, they were in a sorry state and nothing like the photo on the web site. I complained and to give them their due they answered straight away and organised a replacement bouquet. Sadly this was even worse and they were half dead. Not what I would expect from M&S. I complained again and they refunded the money straight away - but that isn’t the point. I really wanted to send a nice thank you present.”

Marks & Spencer 1 star review on 7th January 2022

Helpful Report

Posted 3 years ago

“I had a flowers deliverd this morning at 8.o’clock I was in bed . Left on my front step ! They are awful half dead, around 8 flowers rest greenery. I’ve asked the person that sent them to get a refund. Marks and spencer your products are going down hill.”

Helpful Report

Posted 3 years ago

“I usually use lovelyfloraworld.co.uk to order flowers and have always had a great service but on this occasion I succumbed to peer pressure (it was a gift from a few of us so I listened to the other's recommendations) and ordered from M & S flowers. I picked a specific delivery date and tried to order a christmassy bouquet but the 2 I really wanted were 'unavailable' when I got to checkout so I settled for a 'cappuccino' bouquet as it had nice big red and pink roses, teasel and eucalyptus leaves (the only christmassy thing about it), it would do I supposed and it was £35 (much dearer than any comparable sized bunch on on my usual supplier's site) I ordered, confident that it would be delivered on time at the very least. Well, disappointingly, I got a couple of emails shortly before the delivery date saying it was going to be late and it turned out it was a whole day late and that was unacceptable from a so called reputable company. Then the recipient sent me a photo of the flowers they received and I couldn't believe they had substituted the lovely pink roses for insipid white ones...absolutely NOT what I had ordered! M & S invited me to give them feedback so I gave them relatively low feedback citing the late delivery and the wrong flowers as a justification for the 3 stars, I gave honest and genuine feedback based on my personal experience and felt I was being generous because my boss liked the gift from her team and since it was a surprise she had no expectations. My feedback was based on the ordering, the delivery, the quality and appearance of the product and service. Well, what a surprise when M & S emailed to say my feedback was unacceptable because it was 'fulfillment and delivery focussed' ...of course it was! That is what feedback is all about, you give feedback on all aspects of the service and product. I edited my feedback to merely state that the flowers were wrong and late and again it was not accepted. It seems you cannot leave feedback about the actual flowers or the delivery despite all of this being what I actually paid for and I am at a loss to know what I CAN leave feedback about. Never will I buy from M & S again, it is low quality, bad service, overpriced and how can you trust a company that makes it impossible to leave anything other than positive feedback.”

Marks & Spencer 1 star review on 6th January 2022

Helpful Report

Posted 3 years ago

“Had flowers delivered on Tuesday 2 days ago they are terrible the roses are all drooped and one of the tulips the petals are dropping off and the daisy type flowers are dead this so bad when someone has spent money sending them.”

Helpful Report

Posted 3 years ago

“Lovely surprise to get flowers from friends but vert dissapointed in the flowers from Marks and Spencers. The stems were so short they looked ridiculous in the vase and not very fresh looking. Personally will always stick with Blooming Wild much better.”

Helpful Report

Posted 3 years ago

“I received a bouquet of flowers as a Christmas gift from a friend. The box was soaking wet & collapsed. The roses were brown on the edges and the whole arrangement was squashed. I ran after the delivery man who wasn’t interested. I then rang M&S who asked me for the order number. I had explained it was a gift, but they couldn’t or wouldn’t deal with me. I will never order anything from M&S they used to be such a reliable company.”

Helpful Report

Posted 3 years ago

“My Grandma is sent flowers by her granddaughter every year and this year a bunch from M and S which were awful. The roses were turning brown, large ‘branches’ made the whole bunch entirely unmanageable. Extremely disappointing for her and worse of all she feels she cannot complain directly to M and S because she wouldn’t want her granddaughter to feel bad for the inadequacy of the flowers sent. Shame on you Marks and Spencers! Quality and standard has definitely dropped to entirely unacceptable levels.”

Helpful Report

Posted 3 years ago

“Rubbish service. Third time now I've ordered flowers from M and S and they haven't arrived having been delivered to the wrong place. This time I was able to get in the car and collect from where they had been left. MandS.. But previously no refunds given. You need to get your delivery system sorted. Sorely disappointed. Very poor customer service. Posted a review on their website to receive an email stating 'Unfortunately, your review didn’t meet all our website guidelines as it shipping or fulfilment focused, so we’re unable to publish it.' Will NEVER use them again!”

Helpful Report

Posted 3 years ago

“I had a big box of surprise flowers delivered from M&S (from a friend) but when I opened it any element of surprise or excitement quickly evaporated. It was a coire reindeer but the box was just full of peat plant bedding material. No peat was in the saddle area of the reindeer - it was all tipped out completely in the box. The boxes of chocolates were covered in peat, and the cyclamen and ivy were trashed with all the peat in the bottom of the box. The two pieces of air inflated padding were also damaged. One (2 piece) was smashed & the other OK. Clearly the box had gone end over end probably several times. Worse I rang M&S customer care & waited 20 minutes only to be answered by a man who clearly had no customer care gene in his makeup. Oh - we will will send you another - it should be here 'tomorrow' - and I can see the pink fairies flying over the horizon. Still waiting. Never ever buy any flowers from M&S.”

Helpful Report

Posted 3 years ago

“Even one star is too good. I was sent an enormous box which when I opened it has 5 ?flowers, looked more like large sticks of celery, brown at the edges, had no idea what they were supposed to be. I could go on but doubt no notice will be taken;”

Helpful Report

Posted 3 years ago

“Sent bouquet to a friend for a Christmas gift. They were absolutely dreadful, half dead and definitely not a bouquet, more a bunch of left overs. Tried to complain online but was told they were very busy. Gave up waiting. I’m not surprised they have a busy complaints line. Very poor service and appalling product. Do not use this service.”

Helpful Report

Posted 3 years ago

“Had a Christmas bouquet from friends in Australia the flowers were about dead with 2 of the flower heads broken, despite feeding etc the bouquet never lasted. When are Marks and Spencer’s going to respond to these shocking reviews? I did complain was told a replacement would be sent just received once again not as per pictures on their website and half dead. I would not recommend there flower service to anyone.”

Helpful Report

Posted 3 years ago

“I received some M & S flowers for Christmas ordered by a niece who lives in New Zealand. I can't tell her what I really think of them because it would upset her but I think it was the most disappointing bunch of flowers (referred to by M & S as a bouquet) that I have ever received. There are five stems of rather unimposing flowers - one of them broken - one stem of berries and six stems of very dull greenery. The packaging seemed inadequate. As I am the recipient not the buyer I'm not sure if I'm allowed to complain but I feel that M & S standards must have declined since I last used them myself. I just hate to think of my lovely niece having wasted her money - and I'm sure the flowers weren't cheap.”

Helpful Report

Posted 3 years ago

“How disappointing. I ordered white and blue flowers for my friend and she got red and yellow ones. And pretty tatty looking ones at that. I guess I could cope with the colour change, given supply issues, but M and S should not be taking orders if all it can supply is tatty flowers. I feel very embarrassed. And I paid 45 quid for them.”

Helpful Report

Posted 3 years ago

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