Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.10

2.1 Rating 1,218 Reviews

25 %

of reviewers recommend Marks & Spencer

Company Reviews

Questions

Metrics

2.1

Based on 1,218 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 4th April 2025

458

Anonymous

Anonymous // 01/01/2019

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

“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

Helpful Report

Posted 2 years ago

“Received flowers from my brother (pensioner) for my 80th Birthday. Came in a box. Flowers were very poor quality. Roses all petals were brown and the rest of the flowers were not fresh, looked as though they had been in the box for a week , mostly green foliage! Flowers were all practically dead after three days. Sorry M/S this is not the first experience off being disappointed, I sent flowers to my daughter on the birth of our grandson, again I had to return flowers to the store after a few days they were dying. Not a good advert for your flowers. I don’t recommend anyone to buy your flowers.”

Helpful Report

Posted 2 years ago

“It went wrong when I ordered Belle Roese bouquetthey arrived at 4.15pm in no water all batted and rose head had dropped off.I called M and S they sent some more flowers the next day but they came later than the 1st lot and was in a worst state after 2 days of waiting in they give me A FIVE POUND ECARD but would have been nice to get nice flowers never again .never in bud .”

Helpful Report

Posted 2 years ago

“My wife’s birthday rose and lily bouquet arrived very late pm, when taken out they were not in any water as before and some flowers were starting to go brown at the edges. A week later none of the lilies have opened and the roses are looking very tired. This is the second time this has happened so will not be ordering again. VERY DISAPPOINTED!!”

Helpful Report

Posted 2 years ago

“So disappointed with the flowers I ordered for my Mums Birthday. I will never buy flowers from M&S again. Such a shame as I’ve relied on them in the past. I ordered a beautiful bouquet and she received mouldy leaves in a squashed box. I’ve shown a picture of what I ordered and what Mum received. It’s absolutely disgusting. I cannot believe that you would deliver something as bad as this.”

Marks & Spencer 1 star review on 5th September 2022

Helpful Report

Posted 2 years ago

“Rotten flower heads”

Marks & Spencer 1 star review on 2nd September 2022

Helpful Report

Posted 2 years ago

“Very poor condition, would not recommend flowers by M&S, poor quality and poor service. The flowers arrived in a poor state, when I contacted M&S customer service, I was told to submit a complaint via the person who sent me the gift of flowers. I didn’t want to call my friend and say, thank you for the half dead flowers! Very poor service M&S. DO NOT RECOMMEND.”

Helpful Report

Posted 2 years ago

“First delivery - the flowers were dead with no water and in the replacement delivery the flowers were dead with a smashed vase and no water! For a diamond wedding anniversary this was very sad. Will not be ordering flowers from Marks and Spencer’s again!”

Helpful Report

Posted 2 years ago

“Flowers arrived crushed and inappropriately packaged. Roses fully opened and brown at edges. Other flowers wilting. A replacement sent. Again roses not in bud and were wilting. Only lasted 3 days very dissapointed. These were a thank you gift.”

Helpful Report

Posted 2 years ago

“So upset and disappointed, my friends sent me a bouquet as I recently lost my sister, when they arrived they were half dead, rang customer service who replaced them, second bouquet almost as bad, will never use this service again, such a shame as always felt M&S had a high standard”

Marks & Spencer 1 star review on 27th August 2022

Helpful Report

Posted 2 years ago

Marks & Spencer is rated 2.1 based on 1,218 reviews