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

“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

“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 2 years ago

“Flowers arrived yesterday with no card so I don't know who to thank. Help please!”

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

“Very disappointing. Bouquet received for my birthday. Lilac and yellow roses. Lilac roses looked half dead. Whole bouquet just looks miserable.”

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

“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 2 years ago

“Received flowers today for my birthday, very disappointed. They were extremely limp and lots of flower heads broken off. Product code 29178483. This is the 2 nd time I have been disappointed with M&S flowers.”

Helpful Report

Posted 2 years ago

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