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

“My sister sent expensive flowers for my birthday and they arrived in very poor condition. Every day I had to throw some away. I complained immediately and 5days later a replacement sent. These were in slightly better condition but blooms not fresh, one already dropping leaves and foliage blackened and discoloured. To write a review on website you need an account. I received the flowers ut did not order them. Other customers had similar issues I noted. Customer Service was responsive once I found the right number but after second delivery I needed to start feedback all over again!”

Marks & Spencer 1 star review on 6th October 2022

Helpful Report

Posted 2 years ago

“I ordered flowers for a friend who is really unwell and I selected flowers available for the next day delivery. I selected the Roses and went to checkout and the next available day was 3 days away. I spoke to customer service and they told me that I couldn't cancel it as it had to be cancelled within 30 minutes. And that flowers in the next day delivery section are not always available for the next day. Avoid M&S flowers at all times the staff dont care and are really quite stupid”

Helpful Report

Posted 2 years ago

“Awful service.I really wouldn’t bother.we ordered some flowers for a very special occasion way in advance,to be told on the day that they wouldn’t be delivered..completely ruined the surprise”

Helpful Report

Posted 2 years ago

“The flowers were in a bad condition....the roses are old and discoloured, the freesia and other little white flowers are drooped and dead and the general condition is bin ready. Very upset as this was an anniversary gift for my wife.....BC”

Helpful Report

Posted 2 years ago

“I ordered flowers for my 99 yr old mother-in law who had just had 2 very bad falls and was very down. Living the other side of the country and unable to get there the flowers were sent to help cheer her up. The flowers never arrived I tracked them they were out for delivery then they for no reason explained where sent back to the warehouse. I received no notification that this had happened and if I had not been track them I would not have known. Contacting customer services I got a refund but no real explanation why neither was I offered any compensation for the lack of communication and upset not what I used to think the m&s reputation stood for. After reading other reviews it seems to be the norm certainly will not be ordering flowers again. Disappointed ex customer”

Helpful Report

Posted 2 years ago

“Sent some M & S flowers, really disappointed - a lot of the flowers were damaged or looked like they were on their last legs, stems falling off, tatty leaves - flowers on website don't look like the flowers sent. Tried to sort out but spoken to 4/5 different people - have now sent loads of images of the poor flowers to M & S. Flowers which are sent are difficult as you don't want to say to the sender they were rubbish, it makes their kind effort seem poor. Really upset.”

Marks & Spencer 1 star review on 30th September 2022

Helpful Report

Posted 2 years ago

“Ordered a bouquet from m and s for my wife as it was our 50th wedding anniversary. Arrived on time but website said 15 stems but only9 delivered . Those that were delivered were nearly dead Very expensive for 9 dead flowers Emailed m and s but no reply Also they use an incorrect name for my account a name I have never heard of I have tried changing my personal details but m and s just change them back Not the first time I have had rubbish flowers from m and s always foolishly thought I would give them another chance but never again. My advice is avoid m and s for flowers”

Helpful Report

Posted 2 years ago

“Awful service. Flowers weren’t delivered however the first time we realise this is when we’ve had no message from the recipient for a couple of weeks, check the tracking link and it states there’s an issue. However no email or phone call were proactively made. When we called the options were then a refund or new delivery attempt but no discount. This also happened 6 months ago, the only other time this year I have ordered through M&S. I will never be ordering flowers with them again”

Helpful Report

Posted 2 years ago

“Absolutely raging with M & S, I odered flowers and prosecco for my mother in laws Birthday a week before hand, didn't get delivery or any text or email to say the order had been damaged, phoned them today to ask what had happened to my delivery, they said they could reschedule the delivery for 7 days later than scheduled, and a £5 E voucher, I'm totally insulted by this..... What can you buy in M&S for £5 online, I would be that for the delivery..... I order flowers a lot from M&S....... Will definitely not be ordering again”

Helpful Report

Posted 2 years ago

“I received a delivery of flowers today from my family abroad and to say I was disappointed would be an understatement the first thing I noticed the box was damaged and when I took the flowers out some of the stems where broken as for the rest they look like they won't last more than a day or two in fact I had to throw three away as they were already dead .I won't upset them by telling them but feel I must complain on their behalf”

Helpful Report

Posted 2 years ago

“Ordered a £40 delivery to my wife and the flowers had started to die before they were delivered. They also smelt bad so I had to chuck them the following day. They also took an additional £3 despite being advertised as free delivery. However the worse part is they did not even reply to two emails (one with a photo)”

Marks & Spencer 1 star review on 23rd September 2022

Helpful Report

Posted 2 years ago

“We ordered a bouquet for my mother in laws 93rd birthday They did not arrive. We contacted M and S and cancelled the order and got a refund. The flowers were then delivered six days later wilted and no water in them Birthday ruined and the delivery of the dying bouquet six days after we cancelled the order just caused distress to my mother in law Shame on you and we will never order anything from you again.”

Helpful Report

Posted 2 years ago

“I am a recipient of the flowers from M&S. My mother had passed away on the same day as the Queen. It was all very sad. My anutie was kind enough to send me some flowers from M&S. But when it arrives, it was looking more sadder than me. I didn't mention this to anutie, because it wasn't het fault. She spent good money on this and i want to be seen as unappreciative. Only when she ask me what the flowers were like I had to tell her the condition of it. She said she would complaint. And they refused to give her refunds, they offer her an replacement. When the 2nd batch of flowers arrived. It was not much better. I've ALWAYS reguard M&S with quality and standard but this time. Twice been let down. And not to mentioned this is hightly disrespectful to me and to the sender. My mother had passed away. And I certainly do not wish to have gone off flowers send to me, not only once but twice. It's not only caused me distressed, it's also caused the sender distressed and embarrassment. I'll strongly you review the flower quality control department. And also your customers service department. Just one Sorry doesn't make it very sincere of apology. You as a COMPANY really needs to up your games if you wanted to retain loyal customers.”

Marks & Spencer 1 star review on 20th September 2022

Helpful Report

Posted 2 years ago

“Diabolical service I ordered a delivery of flowers for my friends birthday on the web page they were priced at £30 but the system would not accept the order unless I agreed to pay £35 an increase in price of £5 from web page to ordering at time of ordering.price increase in five minutes. Placed my order Which was done in store by a member of staff. The computer kept crashing the staff called a technical chap who came down from the office to resolve the problem. Finally placed the order. Flowers did not arrive even though several messages were sent to me stating they had been delivered. Tried twice to resolve this issue in store still waiting for reimbursement to my bank account. I have closed my account with Marks and Spencer. Upper management not interested CEO office not interested either. Dreadful company now. In store staff tried their hardest and best but to no avail they were were far more helpful and professional than the management team of this company. The good reputation of this company has dropped it is my opinion the in store staff are the champions who give the good name not the shoddy and uncaring management teams. A friend had a similar experience when ordering sofas. They have a nice selection of biscuits I recommend buying in store not ordering a delivery. Even the questionnaire below will not allow accurate comment. Close your stores and go back to being a market trader M & S.”

Helpful Report

Posted 2 years ago

“Flowers sent by a friend but were on their last legs when they arrived, complained and was sent a replacement without hesitation but these were equally poor and I threw them out 3 days later. The one star rating is because they were replaced without question. The quality of the flowers deserves 0 stars.”

Helpful Report

Posted 2 years ago

“Dreadful dying disappointing flowers sent to me as a gift. However can't fault customer service. Got a lovely bunch today, fresh and beautiful....what's gone wrong for them recently? It was a gift but I could give them details of the order from the label on the box. Even though I received a replacement bouquet it was a miserable experience getting a bouquet of sickly flowers...to cheer me up cos I wasn't well!”

Helpful Report

Posted 2 years ago

“I ordered flowers and small hamper for my sisters 60th Birthday and paid for them to arrive on a particular day but the flowers arrived 3 days later.. very disappointed and I certainly won't be using this service again.”

Helpful Report

Posted 2 years ago

“Ordered flowers for my cousin’s Golden Wedding Anniversary. They arrived in the evening in a dreadful state, having been on a delivery lorry all day without water. What is the point in having a nominated delivery day and then not delivering until the evening? Surely most people who order flowers for delivery to friends or family are doing so because it’s a special occasion. Who wants to receive flowers on your special day when that day is almost over? I sent photos to Customer Service of the almost dead flowers which cost £40 and they refunded but I don’t believe that was enough. I feel some sort of compensation should have been provided as M&S let me down badly on a special day. VERY disappointed by the original purchase and also by M&S’s attitude upon complaint. ‘Perhaps they should change their ads ….. These aren’t just flowers, they’re M&S half dead flowers’”

Marks & Spencer 1 star review on 12th September 2022

Helpful Report

Posted 2 years ago

“Received a bunch(clump) of gladioli today.They were sent to us as a gift on friday.They arrived in an appalling state.Some were mouldy others with dead flowers and damaged stems.When i say clump that is what they looked like,it was if someone had just tied them together then cut them out of the ground,wrapped paper round them and shoved them in the box sometime in the last month as they were cetainly not fresh as they smelt terrible. Sadly had to tell my sister so that she could claim a refund.Never never rely on m&s for flowers!!”

Helpful Report

Posted 2 years ago

“Ordered flowers to send to my friend whose family member died. The flowers were not delivered and the dispatch company sent a message to say the flowers are being returned to M&S. I have not received any email from M&S nor a refund for the flowers that were not delivered or received by my friend.”

Helpful Report

Posted 2 years ago

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