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

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

“I ordered flowers for my wife for our anniversary. They were delivered at 7pm yesterday the courier left them on the front door step and took no advice per delivery instructions . The box was all battered and resealed by yodel tape at the bottom. The water had leaked from the bouquet and the flowers looked well passed their sell by date. I was extremely disappointed with this as they cost £50. I won't be purchasing flowers again”

Marks & Spencer 1 star review on 4th July 2021

Helpful Report

Posted 4 years ago

“I was sent a Hydrangea for my birthday three weeks ago. I followed the instructions on how to care for it, but by the end of the first day it was wilting. Despite my care, it continued to deteriorate. I sent an image to M&S and eventually got a response by using Twitter, as the phone call I made took ages to connect and then the call was cut before a resolution. They sent a replacement plant but it suffered the same fate. Now I have two dead plants! I am a gardener and keep alot of house plants too, so I can only conclude that there is something wrong with the way these plants are being produced. They have no resilience and will not make a successful transition to a new environment. When I informed M&S a second time and asked for a gift card in lieu of the plant, based on my belief that another Hydrangea would suffer the same fate as its two predecessors, they refused. Very disappointing service. I have an M&S account and have shopped there frequently in the past but, after this experience, I will think twice!”

Helpful Report

Posted 4 years ago

“Had a flowering plant basket delivered as a gift, the plants were dead and the soil everywhere. They sent out a replacement that was even more damaged than the first. Two plants loose in the box and a third completely buried in the soil. You can’t leave a review on their own site unless you actually purchase the flowers, the recipient can’t leave a review.”

Marks & Spencer 1 star review on 2nd July 2021

Helpful Report

Posted 4 years ago

“Had a gift of delivery flowers. They were nearly dead, packaging a mess and leaking onto the light box which was un useable. How they could send such sub standard flowers is beyond me. They will have made and package so knew exactly what was being sent out.”

Helpful Report

Posted 4 years ago

“Their flowers are exceptional quality but unlike normal florists they use Yodel for delivery. Vans are filled early in the morning and deliveries have arrived at 530 pm and 730 pm. Misses the occasion and not great being on a van all day. Sorry M&S poor courier means never again We want flowers during the day not at night. They kindly part refunded first time so I stupidly ordered again. Same Yodel same problem”

Helpful Report

Posted 4 years ago

“Be very careful when ordering as you only have 30 minutes to change your order & although I admit it was my fault I put wrong apartment number on the rest of address was right & had Yodel left the flowers my sister would have got them in the end when I saw my mistake! No second chances with this lot shall not use again!”

Helpful Report

Posted 4 years ago

“I can honestly say what a shambles the return with paperless it is utterly abysmal!! please go to next to see the professionals at work i have been using m&s for over 40 years no wonder they are in trouble PLEASE GET YOUR ACT TOGETHER”

Helpful Report

Posted 4 years ago

“I would never order flowers from M & S, if you have to because of distance I suggest you tell the recipient to take a photograph so you can see them, awkward situation when one receives flowers (as I did) how can you complain. I complained to M & S and got even more upset with a rude customer care person and wasted over 30 minutes on phone. I wanted Marks to know so they could tell supplier. They stunk, wilted going brown, against the much cheaper flowers also from Marks was no comparison. I still like M & S flowers I felt the suppliers did not do the best for the company name in this instance. I do have photographs”

Helpful Report

Posted 4 years ago

“I ordered flowers for my 40th wedding anniversary. The delivery vehicle (Yodel) messaged to say delivery was made. I’d been on high alert watching for the delivery and received a message saying the flowers had been delivered. They hadn’t. My house is a name, rather than number and I only have 2 immediate neighbours, who didn’t take delivery. I text talked to Yodel - they were pleasant but couldn’t resolve the issue. I spoke to M&S who refunded me. Extremely disappointed - Yodel couldn’t provide photographic evidence of delivery. Seaham area Co Durham - what did the driver do with my flowers, and the personalised card. Disgusted!”

Helpful Report

Posted 4 years ago

“Too often now M&S flower deliveries have not come up to standard. Almost as though some of the flowers are quite old. They need to improve because I’m at the point now of telling friends and family not to use this company for floral deliveries. Come on Marks, show us some quality”

Helpful Report

Posted 4 years ago

“The Protea Posy arrived on 20th June. Sent to me by a dear friend who would be embarrassed and horrified to know that it bore no resemblance to what was on your website. I have not told her for that reason alone. I have included photos of the day they were received, then a photo from today.”

Marks & Spencer 1 star review on 26th June 2021

Helpful Report

Posted 4 years ago

“A dear friend sent flowers of condolences to me and they were had dead ,three alliums were squashed and petals missing and the stocks were squashed and looked like they had been dragged out of a bin ! Disgraceful! How can you tell the sender that they have just poured their money down the drain??”

Helpful Report

Posted 4 years ago

“Fower box taped up with yodel tape,gift bag destroyed soaking wet box and flowers bruised and dreadful looking full refund please”

Helpful Report

Posted 4 years ago

“The website is a Complete disgrace, you cannot choose address or adress details, someone needs to revamp this website”

Helpful Report

Posted 4 years ago

“I ordered flowers for my daughters wedding on a Monday for delivery Friday. I rang 3 times spoke to someone once. At 7.30pm still no flowers got my money back Then they turned up at 10.30pm I'm so not using them again. Rubbish service.”

Helpful Report

Posted 4 years ago

“I ordered a bouquet of flowers for a bereavement for a friend of mine. They were delivered but had the wrong card attached, it was congratulating someone on their anniversary instead of condolences. I rang customer services and was very disappointed and angry with their response, he could not be bothered with my concerns. Will not be ordering from them again!”

Helpful Report

Posted 4 years ago

“Ordered flowers for my mother in laws birthday and they didn’t turn up. Called late in the evening and the advisor cut us off when trying to sort out and never called back. Trying again. This is the second time this has happened. Will try Waitrose next time as I cannot believe the service will be as bad. Do not use.”

Helpful Report

Posted 4 years ago

“Ordered a bay tree, chocolates and wine to be delivered, waited to make sure the delivery was on the day I wanted, order confirmed the date then message from Yodel with the delivery date. Then I got an email from M&S, sorry your order has been delayed, no other information on when delivery would be. I called the help number provided during the hours it was supposed to be open to only have the option of shouting at an automated service which could not understand me, eventually, it told me the order would arrive soon. It hasn’t and it is now 21:15, I have spend hundreds of pounds on gifts and flowers with M and S not always brilliant but this is appalling customer service. I was relying on the gift arriving today. Goodness knows if they will receive it now.”

Helpful Report

Posted 4 years ago

“2 orders messed up in 5 days Aunt received someone else’s flowers last Friday (11th) sister in law didn’t receive hers at all today (16th) due to damage in transit.”

Helpful Report

Posted 4 years ago

“Received yesterday pink and yellow Rose's the yellow Rose's drooping already I dont want to tell the person who bought them but disappointed with them”

Marks & Spencer 1 star review on 16th June 2021

Helpful Report

Posted 4 years ago

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