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

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

“Found large raw prawn in packet of cooked Atlantic prawns. Contacted customer services and the store about possible batch check/ product recall. Was ignored and abruptly told to return my prawns to the store for a refund. What about food poisoning & an apology??”

Helpful Report

Posted 5 years ago

“Tried to send flowers to my daughter as an unexpected surprise to congratulate her on her exam success as her husband is away. Sadly M&S flowers use Yodel for delivery who made little attempt to deliver them despite her being at home - one of the advantages of tracking. M&S were unable to help as Yodel customer service close at 1pm on a Saturday. They may try to deliver again on Monday, it isn't clear, but she is a junior doctor working 9am-10pm so she definitely won't be in then. I would have expected M&S to use a more reliable delivery service given the prices they charge.”

Helpful Report

Posted 5 years ago

“The worst meal I have ever had from yourselves, Gastropub Chicken-in Red Wine, where do you want me to start, no taste in chicken, most Six pieces of mushroom and as for the sauce very watery, do I need to say any more .”

Helpful Report

Posted 5 years ago

“I ordered flowers to be delivered for my mums birthday as I was going on holiday. I requested that they would be delivered on the day of her birthday. When I returned from holiday I was surprised that my mum had not thanked me for her expensive bouquet? When I asked if she liked her flowers (2 wks after they should have been delivered) she looked at me blankly? No flowers had arrived and I received no phone call or email to say there was a problem. When I finally got through to M&S, I got a rude customer service agent that told me they couldnt be delivered as they got damaged in transit??? Firstly, why not inform me? Secondly, why not resend flowers? Thirdly.....why did they not refund my account until I contacted them? They were just hoping I never found out! I finally got refund but no apology....very poor indeed! I will never use this service again! Minus 5 stars!!”

Helpful Report

Posted 5 years ago

“Queued in the cafe for ages only to be told by a triumphant service person the long list of food they didn’t have - this was at 13.25. I left immediately and won’t be going there again.”

Helpful Report

Posted 5 years ago

“We purchased your Italian Style Baby Leaf Salad and when we took it out of the fridge (unopened) we put it on the plate and there was a live grasshopper in the bag. We were appalled that in your production process that this could actually occur which makes us very concerned that similar things could occur throughout your food production process. In addition that salad was going to be our evening meal but neither my wife nor I had any intention of eating that salad once we had seen this insect in your salad. Yours sincerely David W.”

Helpful Report

Posted 5 years ago

“Flowers ordered for a relative who was recovering from illness. I was surprised not to receive a thank you from her, but on enquiring I discovered that the flowers had never been delivered. To make up for her disappointment I reordered a bouquet. I telephoned M&S to check that they had been delivered, but their tracking process found that the bouquet had been signed for at a pub in an adjacent town 7 miles away. This appalling service has caused so much distress and unhappiness - exactly the opposite of what I anticipated. AVOID this service at all costs.”

Helpful Report

Posted 5 years ago

“My son purchased flowers for me today a Sweet Autumn Bouquetta from M & S as a gift. When assembling them in a vase flower heads were falling off, leaves were limp and curling. They were definitely not worth the cost he paid and terribly disappointed.”

Helpful Report

Posted 5 years ago

“I have always liked M&S products for men, and my wife was a frequent buyer of trousers, t-shirts and blouses. We also bought a large amount of M&S food, and frequently enjoyed coffee and cakes in the in-store cafes. Recently I have purchased a number of items and had them delivered to friends or collected them from local M&S. Every product has been a successful purchase and everyone, but especially me, has been very happy with them.”

Helpful Report

Posted 5 years ago

“Experienced the usual excellent customer service from M&S Croydon today. Had an issue/query with an item of clothing purchased from the Men’s Department. Manager, Steve, quickly and competently sorted it out. We always expect the best from M&S and are never disappointed.”

Helpful Report

Posted 5 years ago

“M&S is a company that rarely lets me down however on this occasion I was extremely disappointed with their customer service, especially their Cheadle manager who offered no apology to me and instead addressed me as if I was a schoolchild in need of a good telling-off!”

Helpful Report

Posted 5 years ago

“I placed a flower order and wrote a message on the delivery card . The flowers were delivered but not card so they didn't know who they were from! She guessed it was from one family, but They were paid for by from two families and it looks to one family like they were left out. Caused issues an m and s refused to resend the card, even though it should have been sent originally. Rubbish customer service.”

Helpful Report

Posted 5 years ago

“best shopping experience ever - the staff are pleasant knowledgeable and go the extra mile to ensure you find everything you require - if item not in stock they will have it there for you the following day to pick up at your leisure or will send it to you - nothing is too much trouble and I would highly recommend this store everytime”

Helpful Report

Posted 6 years ago

“Ordered a rainbow birthday cake for my daughter's 14th birthday. It did not disappoint. The cake was amazing worth the money. Collection was hassle free. Would highly recommend.”

Helpful Report

Posted 6 years ago

“I bought a large expensive bunch of peonies in the hope that I would have a wonderful display in a short time. Sadly, not the case. The buds simply withered and rotted and the base. So disappointing, and a complete waste of money!”

Helpful Report

Posted 6 years ago

“Was shopping in the food hall and the cashier was rude and no patience,with the old lady in front of me poor customer service.”

Helpful Report

Posted 6 years ago

“Today we visited M&S in Croydon to buy our suits for my fiancé & best man for our wedding we thought we could do it on our own and then got whisked away by the lovely Tina who gave us first class service and really made my fiancé feel special. She was unbelievably helpful and friendly also a special thank you to Steve too who was just as helpful. Highly recommend and excellent quality suits & Prices!”

Helpful Report

Posted 6 years ago

“My daughter ordered fresh flowers for a poorly relative on my behalf. It was due to be delivered on Easter Saturday. It still hadn't arrived by 7 in the evening! My daughter received a text saying delivery 7-9 ! Then at 9 stating card through door and left in a safe place . Of course no card through door or flowers...how disappointed she was and us also. My family will never use M.&S flower service again or recommend, a very poor service.”

Helpful Report

Posted 6 years ago

“Ordered an orchid as a gift for an elderly, single lady who lives alone. M&S state deliveries occur between 7 am and 7pm, but the gift was left by Yodel after 8pm at night, in the dark, on the doorstep. The doorbell wasn't even rung, though she wouldn't have opened the door even if it had. M&S refuse to publish reviews which relate to delivery experiences, which i feel is wrong. Will not use them again.”

Helpful Report

Posted 6 years ago

“Absolutely appalling quality of padded lightweight jacket, £49.50. After first wash (following instructions) the padding has ‘clumped,’ some ‘pockets’ now have padding, many don’t. When you hold it up to the light this is clearly evident. Made in China! Hugely dissatisfied.”

Helpful Report

Posted 6 years ago

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