Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.09

2.1 Rating 1,256 Reviews

24 %

of reviewers recommend Marks & Spencer

Company Reviews

Questions

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

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

“I have received a bouquet of flowers for my birthday from a friend. It arrived not only a day late but the DPD driver just left the box on the doorstep. It was not packed with any water reservoir so was all droopy and squashed. I would have expected a better service from M&S!”

Helpful Report

Posted 2 years ago

“i have shopped at the willows Marks and Spencers for 30 yrs or more and spent a small fortune at xmas because my wife and i love there food i two have been on the wrong side of this very unpleasant Nicola section so called Manager so after reading the review about her and her girlfriend sending the police to a customers home with allegations which seem to be completely false and even the staff at the store said it was it was evil what they did but unfortunately all that Nicola can say is he got what he deserved and then burst out laughing all i can say is how cringe she is these reviews have made my wife and myself take our business to another store and on top of this the General Manager banned him from her store for rewarding her staff for there excellent customer service skills they have Destroyed the good name that store once had and everyone in Torbay are saying how did they get away with treating this innocent kind gentleman like this i am told people that no him say he is hurt by all the Lies they have told”

Helpful Report

Posted 2 years ago

“Delivered to late for birthday and left on doorstep flowers were in bad condition no water and squashed not good enough 😤”

Helpful Report

Posted 2 years ago

“These roses have apparently been upside down during delivery. With no water or enclosed gas filled bag the heads were quite flaccid. So disappointed.”

Marks & Spencer 1 star review on 4th November 2022

Helpful Report

Posted 2 years ago

“Absolute waste of money for my niece. She had arranged for these flowers to be delivered for my birthday. They were dispatched the day before in a box with no water and the wrong card. Phoned customer services who assured me that replacement flowers would be sent in a bag of water. Again, flowers dispatched the day before and not in a bag of water. Both times the flowers were dead. How does M and S expect flowers to live in a box like this? On both occasions the delivery guy just left them on the doorstep and drive off. Didn't even knock the door. M and S needs to get their act together. Please don't waste your money by ordering from them.”

Helpful Report

Posted 2 years ago

“I received a hand-tied bouquet this morning. It had been tipped up in transit. The flowers aren't in great condition. The gift card was saturated. The box was wet and torn,they wouldn't stand up.Just a little disappointing to have to tell the friend who sent them that they didn't arrive in good condition”

Marks & Spencer 1 star review on 27th October 2022

Helpful Report

Posted 3 years ago

“My grand daughter bought me a big bunch of flowers for my 70th, which was on the 21/10. I cannot tell her that she wasted her money. There were a lot of broken flowers when I opened them. Today I changed the water and they are falling apart. The roses have already started dying. The rest of the flowers look terrible. She might as well have gone to Aldi. I am no good at putting photos on. I am very disappointed, especially for my grand daughter.”

Helpful Report

Posted 3 years ago

“Bouquet delivered on Friday. Most of the flowers were dead or dying absolutely nothing like the picture on the website. So disappointed. I ordered a replacement to be delivered the next day. These were in an even worse condition in a battered box dumped on the doorstep. The delivery man was off at full speed or I wouldn't have accepted them. I now have to tell my friend to apply for a refund & I know how upset she will be. I would not recommend M&S flowers to anyone. Expensive rubbish!”

Helpful Report

Posted 3 years ago

“A plant selection in a basket delivered as a thank you from friends. Plants were all over the place out of the basket and most of the compost was at the bottom of the box. Looked as if the whole lot had been upside down. No idea what arrangement is meant to look like. Mediocre plants anyway and basket misshapen. Very poor quality and a waste of my friends' money .”

Helpful Report

Posted 3 years ago

“Flowers sent by family for a special birthday. Box was battered and despite being clear it was left upside down. Flowers inside were battered and heads missing due to the way it had been handled. Very poor.”

Helpful Report

Posted 3 years ago

“Actually NO STARS. However this is not an option. I ordered flowers for my Daughter’s birthday in September (she lives 200miles away from me ) I ordered flowers last week for my friend whose mum had died. Carrying a condolence message. Neither of these deliveries arrived. DO THEY NOT UNDERSTAND DISAPPOINTMENT. A refund is not what I ordered. Oh and a £5 voucher for an apology is an absolute insult. I am furious. Do Not Order online flowers from M&S.”

Helpful Report

Posted 3 years ago

“Absolutely disgraceful service, flowers ordered well in advance for specified delivery special birthday gift. The recipient waited in all day for the delivery, 6.30pm at night notification delivery not happening. Waited thinking be delivered today, nope no delivery or updates. CUSTOMER SERVICE no forget that those days have gone where M&S had one of the best CS for a business as well as good quality trusted...let down now I need to wait to see if day three the flowers turn up, I want to cancel as they will not be fresh and little late for the birthday girl. No reply to email and phone wait times high to be told I need to email to complain..wow a one star.for the easy ordering...”

Helpful Report

Posted 3 years ago

“Awful service. Flowers ordered over 2 weeks in advice for a very special 60th wedding anniversary. The morning on delivery I received an email to say flowers were not in stock. They ended up being delivered 2 days after my grandparents anniversary which completely ruined the surprise. The fact I still had to pay for the flowers? I should have been refunded or at least offered an alternative that was available on the day selected!”

Helpful Report

Posted 3 years ago

“Ordered flowers for my daughters birthday money came out straight away. 8pm still not delivered - got message from yodel saying 16.15 - 18.15!! Yodel shut M&S chat offered me £5 E voucher compensation very very disappointing !”

Helpful Report

Posted 3 years ago

“M&S Flowers delivered by DPD if I had known I would never have ordered flowers as DPD are the worst delivery service out the and till these companies stop using them things won’t improve. M&S stop using DPD they are so poor.”

Marks & Spencer 1 star review on 7th October 2022

Helpful Report

Posted 3 years ago

“My husband ordered a Belle Roses Bouquet as a gift for my birthday. The flowers arrived the day after my birthday and the flowers were in very poor condition. The flowers were upside down at the bottom of the box. They were not in water and looked as if they had been in the box for at least a couple of days. The edges or the flower petals were starting to turn brown and some of the heads were drooping. The foliage looked in poor condition. I was very disappointed and surprised M&S sent out such a poor quality product.”

Helpful Report

Posted 3 years ago

“You order flowers to be delivered on a particular day for a specific reason. It’s very important that they arrive on the day requested. I ordered the flowers on Tuesday (really wanted them for Wednesday but website said Thursday) ok I will go with this as M&S they will be quality and will arrive - or so I thought. I has an email update Wednesday to say they have been desp but when I checked tracking it said they had not received my order. So I ring up to be told o they will arrive in 24/48 hours!!! Not acceptable M&S it was very important to me to have those flowers arrive and you have let me down and I am bitterly dissapointed”

Helpful Report

Posted 3 years ago

“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 3 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 3 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 3 years ago

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