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Marks & Spencer Reviews

2.1 Rating 1,232 Reviews
25 %
of reviewers recommend Marks & Spencer
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
Anonymous
Marks & Spencer 1 star review on 25th July 2025
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Marks & Spencer 1 star review on 28th June 2025
Anonymous
Marks & Spencer 1 star review on 4th April 2025
Diane S
Marks & Spencer 1 star review on 1st April 2025
Anonymous
Marks & Spencer 1 star review on 31st March 2025
Sue
Marks & Spencer 1 star review on 30th March 2025
Anonymous
461
Anonymous
Anonymous  // 01/01/2019
I'm so upset. I ordered Red Christmas Wonderland flowers for my mother-in-law for Christmas. The photo showed a really pretty bunch with roses and pine cones. What arrived was a couple of carnations in bad condition and some bedraggled foliage. No sign of the Christmas message I had included. I tried a live web chat with Lyle, said I didn't want a refund but more flowers of decent quality sent and after a long wait he said he couldn't help me. Gave me a refund, which I specifically asked him not to do. It's too late for me to reorder before Christmas. I trusted M&S and they have completely let me down. Really, really bad.
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Posted 3 years ago
Just received the ready to arrange flowers as a Christmas gift. What a disappointment, a raggedy bit of brown paper wrapping, even the sellotape was wrinkled up. Just 3 white carnations and the rest bits of nearly dead greenery. Shouldn't think they will last until Christmas day.
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Posted 3 years ago
Very disappointed with the service I received. Made an error on ordering, noticed immediately, it said I could cancel within 30 minutes I just needed to go on my account. Went on my account and the order wasn’t there! So I rang them after 5 minutes of ordering and it took 32 minutes to get through by which time it was too late to cancel! When the flowers did arrive they weren’t that great to be honest and they were delivered to the wrong house and left outside! I will definitely NOT be using them again
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Posted 3 years ago
Red December Flowers Bouquet is, I'm told, absolutely gorgeous. I bought them for my daughter as I won't get to see her before Christmas and she's chuffed to bits
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Posted 3 years ago
I have just received flowers from my niece for Christmas and they are literally half dead. They are nothing like the photo on the website. I really don't want to tell her and upset her but I am so upset myself that she has spent money on something so awful. Some of the stems are broken, petals are falling off and the roses are brown round the edges. These really are the worst flowers I have ever had and don't really deserve the one star.
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Posted 3 years ago
I ordered a bouquet of Christmas flowers Fri 10 Dec for my sister to be delivered on Tuesday 14th on the 4th anniversary of her husband’s death to cheer her up, I have used M&S for flowers endless times before and never had a problem, They did not arrive on the due date(my sister was in all day). Rang to complain they said they would re-send them on Thurs 16th, would also send her prosecco and chocs to apologise and refund my cost, They arrived on the Thursday, the bud roses were wilted and sad looking, not a lot of flowers, too much foliage to bulk them out. Never again Marks and Spencers.
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Posted 3 years ago
Flowers arrived mouldy and broken stems and only pink and white not multicoloured. Rang M&S and said how disappointed I was as they were a gift for my birthday. Next day received a new bouquet which was 100% better
Marks & Spencer 2 star review on 18th December 2021 Marks & Spencer 2 star review on 18th December 2021 Marks & Spencer 2 star review on 18th December 2021
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Posted 3 years ago
Had two flower orders previously - one not delivered and the other in bad condition. The delivery company were cowboys - two orders delivered today and driver never even knocked on either door. Won't be using them for flowers again! They should keep to food and clothing.
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Posted 3 years ago
Holiday Bouquet arrived on time but very disappointing. Roses had black edges, small chrysanthemum petals falling off. M and S is known for its quality way off the mark with these. Can’t complain to sender but they definitely feel they were robbed!
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Posted 3 years ago
I recently ordered some flowers for my Mum who was unwell. They were ordered on aThursday for delivery on Saturday. They never arrived as the consignment was stuck in the courier depot which we tracked. The M&S customer service was very helpful on this occasion and another order was placed for shipment with a different courier. Well these have just arrived and to be honest it looked like the box has been thrown around. It was damaged, torn in places, very wet and the flowers were nearly falling out of the bottom. If you can’t do better than this on the packing and care of delivery then I really think you shouldn’t be taking orders for flowers. Gone are the days when you could rely on M&S which we have done in the past. It seems to be a lottery now. Well on calling the customer services team I as told that my only option was to take a refund as they couldn't risk sending another order!? Really - I wonder why. And sadly no real apology! Very disappointed and not the usual M&S response. Sorry but I won’t be ordering again.
Marks & Spencer 1 star review on 14th December 2021 Marks & Spencer 1 star review on 14th December 2021 Marks & Spencer 1 star review on 14th December 2021
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Posted 3 years ago
No information as to who sent the gift. Apparently ‘due to data protection …. blah ..blah, I cannot be told. If there is no indication on any of the packaging then i need to contact all family and friends to ask! Ludicrous - why would anyone send a gift anonymously? Suspect M&S forgot to include it.
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Posted 3 years ago
Ordered for aunt who sadly is very ill. Should have arrived 3rd Dec. Told delayed on 3rd but nothing else. Spent 1hr on phone to customer services in South Africa who could do nothing but send out again but couldn't deliver til 7th. Both sets arrived 8pm on 7th withered and roses dying. Obviously being left in vans overnight . I might add aunt was taken into hospital on 4th so will probs not see them ! May be just as well by the state of them. Embarrassed and mortified
Marks & Spencer 1 star review on 8th December 2021
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Posted 3 years ago
Son ordered flowers and champagne for a 21st birthday, they were not delivered as M&S are quoting problems with deliveries but they could deliver 4or 5 days later. Seriously? £5 compensation for causing frustration and embarrassment as looked like an important birthday had been forgotten. M&S need to rethink their booking slots if they can’t guarantee delivery on the chosen day.
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Posted 3 years ago
I ordered from M&S believing the flowers would be good (worrying about other online order/deliveries) & that with all their years of experience they'd be delivered on time. How wrong I was!! After receiving a despatch confirmation saying 'your orders on its way' just yesterday, today when the flowers are due to be delivered, I get an email apologising saying they won't be delivered until tomorrow! I'm at work so didn't pick up their 3pm email until after 6pm, too late to make alternative arrangements. The flowers were for my mother-in-law. We recently lost Dad & it's her first anniversary, their 58th Wedding Anniversary, without him. We live in Cornwall some 5 hours away. We can't be with her, can't give her a hug, flowers were at least marking our love & concern on a very difficult day. Tomorrow is no good! I ordered in advance, last week for TODAY!! I am so upset & so angry!
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Posted 3 years ago
I was sent 2 roses in a container unfortunately they never opened & went brown very quickly. Very disappointed for the person who sent them to me.
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Posted 3 years ago
Received a M & S bouquet yesterday. Birthday gift from my son in HK. So disappointed. On arrival the flowers are looking ‘past their best’. This is not the first time that I have had issue with M & S delivery & this has prompted my review. Feel just a waste of money.
Marks & Spencer 2 star review on 28th November 2021
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Posted 3 years ago
Ordered flowers and Prosecco for my daughter for passing an exam. The Prosecco bottle squashed the flowers. I sent them photos of the squashed flowers and got a £5 Gogw voucher for damage to the box!! Totally disappointed and disgusted with them and their attitude towards this. If this was a big!! Item would it be replaced if damaged in transit?
Marks & Spencer 1 star review on 26th November 2021 Marks & Spencer 1 star review on 26th November 2021 Marks & Spencer 1 star review on 26th November 2021 Marks & Spencer 1 star review on 26th November 2021
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Posted 3 years ago
Flowers have not turned up at all! Paid for next day delivery! No way to complain! Fuming
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Posted 3 years ago
last week I was sent MS roses for my 75th birthday.They were soft and dry and three of them had lost most of their petals. I sadly told the sender as I thought they deserved a refund. They opted to resend and today I have just opened another ten pink and white blooms which look sad, tired and thirsty. Before I could put them into water many petals had fallen just as in the first bunch. my one star review is for the scent of them. Totally sad, should I tell the sender again?
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Posted 3 years ago
Today I received the Autumn Bright flowers in a bag. They are absolutely stunning, beautiful colours. Guaranteed to make you smile. They are exactly what it says on the tin! 🌟🌟🌟🌟🌟
Marks & Spencer 5 star review on 20th November 2021
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Posted 3 years ago
Marks & Spencer is rated 2.1 based on 1,232 reviews