Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.09

2.1 Rating 1,255 Reviews

24 %

of reviewers recommend Marks & Spencer

Company Reviews

Questions

Metrics

2.1

Based on 1,255 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I ordered flowers for my mum and flowers for my mother in law, both for mothers day. Mum rang to say 2 Rose heads and 1 tulip head were broken and that the foliage was squashed. Mum said that it looked as if the flowers had been stored somewhere for a couple of days and then rammed into the box. I immediately rang Customer Services and they arranged for a new delivery to be sent next Thursday. Mother in law sent me a photo of her roses. They looked different to the original photo on the website. Very disappointed with Marks & Spencers and won't order from them again.”

Helpful Report

Posted 2 years ago

“My wife received flowers for Mother’s Day, no water, blooms wilting and of lower than expected quality. This is the third time it’s happened, and don’t want to tell sender (Son), so they feel disappointed, so have to pretend they’re ok. 2.2 Overall score, M&S you should be ashamed!! Also, adding photos box doesn’t work.”

Helpful Report

Posted 2 years ago

“My daughter ordered flowers for me as a special thank you for looking after her. She ordered them on 5th March, they were despatched on 13th march arrived on my door on 14th march in a very poor state !!! They were in a large glass vase there was no water in the stems were bone dry. Marks and Spencer you need to address this issue, this is not the first time this has happened to me, as a receiver and a sender. Your reputation is going downhill. Yes they gave my daughter a refund but that is no help after the event has been spoiled. We will not be patronising Marks' flowers again. I will be sure to tell family and friends as well. The outcome of having spoiled flowers delivered to your door is very sad and upsetting.”

Helpful Report

Posted 2 years ago

“Disappointed on receiving from my Son and daughter in law flowers Star Struck Aquarius , two of the Chrysanthemum head were broken from the stem , one rose dead , one of the lisianthus stem broken and too much Greenery .”

Helpful Report

Posted 2 years ago

“Nothing like advertised”

Marks & Spencer 2 star review on 9th February 2023

Helpful Report

Posted 2 years ago

“I have made an online order of your Rose & Seathistle Bouquet for my friend on 4th of January 2023 to be delivered at the earliest on 10th of January 2023. I have paid £35 for these flowers and expected them to arrive as seen in your displayed pictures more or less. However they were received with dried and dead leaves and flowers and did not look fresh. I wrote a review which didn't meet your requirements to be published on your website, then amended those highlighted words and resubmitted but then again my review did not meet your requirement. If you are not going to enable me to write my honest review and filter and only publish what meets your requirement, how can we trust any of these reviews? I would like my review to be published with my attached picture so customers reading reviews can see it- not just see your filtered reviews.”

Marks & Spencer 2 star review on 8th February 2023

Helpful Report

Posted 2 years ago

“Flowers look nothing like what I ordered. More greenery than blooms. Very disappointed.”

Marks & Spencer 2 star review on 3rd February 2023

Helpful Report

Posted 2 years ago

“Received a wicker reindeer, the plants that were supposed to be in the planter were in the bottom of the box with a pile of earth, a do it yourself job ? When someone takes the trouble to order and pay for a lovely gift you expect it to arrive in a good condition, sad to say, I let my friend know and she will not order anything again.”

Helpful Report

Posted 2 years ago

“Tired looking pale pink roses delivered just now in a bashed box by DPD. Three stems broken.”

Marks & Spencer 2 star review on 8th December 2022

Helpful Report

Posted 2 years ago

“Red roses just delivered for anniversary. Half of them are bent where flower head meets stem. No chance of them recovering. If I had paid for these I would be asking for a refund. Second time this has happened. Certainly would never use this service myself. And, reading the reviews below has only confirmed my view! In addition, the questions asked re the service are mostly applicable to the person who sent the flowers, not the recipient.”

Helpful Report

Posted 3 years ago

“We have supported M&S for decades. Your flowers delivered to us in Highland have been consistently poor, but we have persevered. Today was the pits. Roses in a bunch just dumped in a box, no nourishment, and three days on the road. Just about dead on arrival. M&S persevere with a poor quality delivery agent, now backed up by poor quality packaging, and poor quality customer service. Customer service offered no apology, replacement flowers in a week, and under continued pressure £5 compensation. We have repeated experience of poor quality flowers being replaced and family, who sent them, apologising to mum,on the phone. How do we get a message to the CEO that this consistently poor service adds to the woes of M&S losing market share. People send flowers with love and thanks. M&S delivers headless flowers and does not apologise. Gregor Rimell Newtonmore”

Helpful Report

Posted 3 years ago

“I received a delivery of flowers this morning with my name and correct address on the package. The card inside is to someone called Sadia wishing her a speedy recovery from Sharmila. My name is Anne. I do not know who sent them and it would be embarrassing to ask around. Someone is waiting for me to thank them for the flowers. How do I even know if I received the correct flowers. Not happy at all!”

Helpful Report

Posted 3 years ago

“Beautiful bouquet when they arrived but by day three no longer looked fresh ,very very disappointed”

Helpful Report

Posted 3 years ago

“Sorry to say had a surprise delivery of flowers last week which should have been lovely but some roses and eucalyptus well past their sell by date , had to throw some away and irises have bloomed but are brown , stocks heads falling off as soon as I undid the paper. Couldn’t tell the sender as didn’t want to upset them so no redress really , think someone should know . Had them 4 days after trying to rescue them and really finished today 5 th day . Bit upset really as I know they are expensive too .”

Helpful Report

Posted 3 years ago

“Ordered the flowers for my Mum's 86th birthday, admittedly they were not expensive as they were just a small delivered gift until I could get to see her with her main present The flowers didn't look very fresh the day after delivery when I saw them, and by the 2nd day they were past their best. Unable to take pictures as I'm now back home.”

Helpful Report

Posted 3 years ago

“Terrible quality. Dead drooping flowers. A disgrace M&S”

Marks & Spencer 2 star review on 10th May 2022

Helpful Report

Posted 3 years ago

“I am ill at the moment and very kind people have sent me flowers over the space of a few months. All the flowers from Marks and Spencer’s have arrived in poor condition. All wilting. No attempt has been made to keep them looking good. I compIained the first time and received a new bunch which were almost as bad. I feel bad for complaining about these gifts but really can’t they improve???”

Helpful Report

Posted 3 years ago

“I sent flowers as an apology as I had forgotten my brother & sisterinlaws golden wedding. The dreadful state of the flowers added insult to injury. I was embarrassed. Petals falling off flowers before they came out if box. I wish I had seen these reviews. M&S you need to get your act together. These reviews are so bad”

Helpful Report

Posted 3 years ago

“Received from colleagues as a leaving gift. The flowers & chocolates package. Flowers were not in the best condition, I’ve had better flowers from local supermarkets.”

Marks & Spencer 2 star review on 5th April 2022

Helpful Report

Posted 3 years ago

“Ordered Mother's Day flowers which arrived in a sorry state, wilted, broken stems and leaves. Would NEVER order again. M&S sent this response to my review (and the one I altered after) with no indication of what they wished me to correct (can only presume they didn't like it being negative as they happily accepted my 5 star review for the accompanying chocolates 😬). "Unfortunately, your review didn’t meet all our website guidelines as it , so we’re unable to publish it. We’d love it if you could edit and resubmit your review so we can get it onto the website as soon as possible." Won't be trusting any M&S reviews on their website!”

Helpful Report

Posted 3 years ago

Marks & Spencer is rated 2.1 based on 1,255 reviews