Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.09

2.1 Rating 1,256 Reviews

24 %

of reviewers recommend Marks & Spencer

Company Reviews

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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

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

“On Monday I received a winter wonderland bouquet which arrived in the evening. I was very excited as I really like receiving flowers unexpectedly. On opening the box the card inside Happy Christmas, With lots of love from a family I have never even heard of. I spent 45 minutes on the 'phone to M & S where I quoted the order no. and found out where the flowers were from. This took the shine off of the bouquet and obviously someone had my flowers and card in retrospect. I felt that I had to report the incident”

Helpful Report

Posted 4 years ago

“I have ordered flowers and chocolates to be delivered for a birthday today. they have not arrived and are in fact in delivery depot in England when they should have been delivered in NI today. I have yet been able to speak to anyone in M and S despite numerous attempts. never again. just want a refund now too late for birthday and hardly fresh flowers. disgusted”

Helpful Report

Posted 4 years ago

“If I could give M&S a minus star rating I would. It was my 50th this year and my cousin's 60th. We had planned to spend the time together on both days and then Covid struck. As such, I wanted her to know I was thinking of her on her birthday. I ordered the flowers in good time and on the day of delivery, I got an email (at 2.07am) to tell me they were delayed for a minimum of one day. As of today, the day after, they are booked for redelivery "whenever" M&S feel they can get around to it so I have cancelled the order. It is, however still going to take them up to ten days to refund me. I am beyond disgusted but am also bitterly disappointed my cousin didn't get her flowers on her special birthday. I can't slate M&S enough.”

Helpful Report

Posted 4 years ago

“Despite the box showing which way up the bouquet should be delivered, the flowers were upside down and left outside, despite note on door to ask that they should be put in porch. A lot of the tiny leaved greenery was brown lower down and two stems were broken. Last time I ordered from M and S (several years ago)the delivery arrived 2 days late and was damaged. I had hoped they would have improved. Never again.”

Helpful Report

Posted 4 years ago

“One bouquet was damaged on arrival - which they did replace when I complained. However the reason I wish to cancel is due to receiving 2 bunches of tulips for December - worth (having looked in other stores) about £8. Not worth the £20 payment. I called and was told all customers received the same. Shame as some bouquets have been lovely. But I will now try another subscription service.”

Helpful Report

Posted 4 years ago

“I have had lots of flowers delivered, just coming out of hospital. Out of all the 7 bouquets I received, two from Marks & Spencer’s are the worst. Broken stems, wilted leaves, along with browning leaves and brown petals. I would say if you cannot fulfill quality don’t bother. Certainly not value and quality.”

Helpful Report

Posted 4 years ago

“I ordered a large Poinsettia which was delivered today. The plant was very nice but had two stems completely broken off and still inside the carrier box. The box was supposed to have protected the plant in transit but clearly the handling was too rough for it to be effective. A lesson learned I fear. Next year I will do what I did last year which was to buy a plat from Lidl. The plant was excellent and completely undamaged. It was also very much cheaper.”

Helpful Report

Posted 4 years ago

“Had some roses sent to my mum for her ruby anniversary, they were supposed to be delivered at 2pm they arrived at 6.30pm. They were dumped at a back door of the hotel, i had to phone the hotel to go and look for them. The flowers and chocolates got soaked as it was raining, the bag and box were all ripped! Absolutely awful for £55! Second time this has happened! I sent roses to my sister 2months ago and they got left on her doorstep. Would of ordered of interflora or next instead!”

Helpful Report

Posted 4 years ago

“Alastomeria and rose bouquet Delivered in box...flowers very wilted not satisfied ..£35 cost.”

Helpful Report

Posted 4 years ago

“I ordered flowers yesterday afternoon. They were scheduled to be delivered between 11.15-12.15. They were successfully delivered at 11.25 today, less than 24 hours!! The flowers are beautiful. A lovely surprise for a special person . Thank you M&S.”

Helpful Report

Posted 4 years ago

“Ordered flowers to be delivered 23 December as part of a Christmas presient. Delivered 2 December ruing the surprise. Customer service contacted not bothered to reply to email.”

Helpful Report

Posted 4 years ago

“I ordered a flower delivery for my daughters birthday during lockdown and they were never delivered. They gave a feeble excuse that DPD could not deliver to the timescale so gave up because they were perishable”

Helpful Report

Posted 4 years ago

“Ordered roses for friend , noticed error on postcode 1 letter within 40 mins of order called customer service told it would be rectified, it wasn’t , the flowers just disappeared 6 phone calls , flowers replaced that delivery was ok .Decided to order again Yesterday , next day delivery received email to say they aren’t going to be delivered today . It’s not good enough .”

Helpful Report

Posted 4 years ago

“Ordered some items on a buy 3 and get 4th free. Only 3 arrived so when I used on line chat they said only 3 had been placed in my basket then hung up on me. I returned to their site and placed 3 items in my basket, then added an extra one - lo & behold, 4 items in my basket but only 3 charged for. M&S please note, dont advertise buy 3 and get 4th free,to avoild confusion just say buy 4 and get one free. and get your agents some customer service training.”

Helpful Report

Posted 4 years ago

“Still no delivery, it's my birthday and it's now 5pm, rubbish, won't order again Rubbish time slot”

Helpful Report

Posted 4 years ago

“Ordered flowers for my daughter's birthday, named date delivery, flowers arrived 2 days early, message card taped on the outside so almost went in the bin. Reportedly flowers already dying on delivery, as have been on the road for 2 days without water. Never again! Do not recommend!!”

Helpful Report

Posted 4 years ago

“Received a flower delivery of roses yesterday. The box was water damaged at the bottom . Some of the flowers were already going off and had brown petals. There was no card so no idea who sent them. Rang customer services and they confirmed a card should have been in the box. Very disappointing and expected better quality from M&S.”

Helpful Report

Posted 4 years ago

“Ordered a flowers, chocolates and wine gift to be delivered to my friend on her birthday. Nothing arrived. I phoned customer services to be put on hold then cut off as it was I guess "home time" as it was just before 8pm.Used the virtual chat to have the person who introduced themselves to me and was going to help just leave the chat. Called this morning and got a refund. I won't be using M & S again for delivering flowers.”

Helpful Report

Posted 4 years ago

“Received box of flowers as a 'cheerup treat' on Tuesday Nov 10. On opening the box the flowers were in a plastic bag with no water/wet wrap. There were chrysants, roses and spray chrysants in lovely autumn colours. I put them straight in a vase following all instructions. I threw them out on Sunday 15th Nov. The leaves had shrivelled, the stems brown and mouldy and heads/petals droppping. Very disappointed.”

Helpful Report

Posted 4 years ago

“Ordered flowers on a Friday to be delivered Monday for a friends birthday. They arrived Monday at 7pm. Very disappointed. My friend thought I had perhaps forgotten & made a last minute attempt to send her flowers. Would not recommend M&S flower services. Very disappointed as shop weekly M&S at Rushden Lakes.”

Helpful Report

Posted 4 years ago

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