Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.10

2.1 Rating 1,232 Reviews

25 %

of reviewers recommend Marks & Spencer

Company Reviews

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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

“Bouquet arrived with several stems dead. Nothing like the picture. Replacement just didn’t arrive at all. Order confirmation email never arrived and no means to track order. Long wait for customer service call. Terrible. Will avoid in future”

Helpful Report

Posted 4 years ago

“I had some Roses delivered for my girlfriend on Valentine’s Day and they arrived in good time and were beautiful. Well done marks and Spencer”

Marks & Spencer 5 star review on 17th February 2021

Helpful Report

Posted 4 years ago

“Received a beautiful all white hand tied bouquet. Huge chysanthiums were individually protected with net sleeves during transit to ensure they arrived in perfect condition. Beautifully scented stocks also included. Would certainly recommend”

Helpful Report

Posted 4 years ago

“Have now used them twice, once for wedding anniversary in November and now for valentines day. Both times the flowers arrived on time and they were fresh ( November ones lasted nearly two weeks, too soon to comment for latest ones but looking good) Very happy and will definitely use again.”

Helpful Report

Posted 4 years ago

“Ordered a "thinking of you "gift box for my daughter .. I felt bad she had to contact me to say what poor quality they were. Half of them were mouldy and some of the flowers just fell apart. Very dissatisfied with not only the flowers but also M and S customer service! I have tried to live chat/call/ email or to no avail.”

Marks & Spencer 1 star review on 16th February 2021

Helpful Report

Posted 4 years ago

“I ordered the Valentines Day ‘special’ comprising of the Spring Rose Abundance Bouquet and bottle of Prosecco - at £27, with the 10% discount, including delivery, it seemed like good value. The order was delivered on time and all appeared perfect - until I opened the box. The address label had been attached in an upside down position, meaning that the bouquet was upside down, presumably since leaving the warehouse, with the bottle of Prosecco (wrapped in bubble wrap) loose in the box and pressing down and against the bouquet. All of the roses were thus squashed and each flower head looked like they were days old, almost dead, rather than fresh and looking like they’d last at least 7 days. Two red rose heads were snapped off and a number of stems were bent and kinked. They looked absolutely dreadful and I was truly embarrassed to gift them to my wife. Bless her, my wife was completely understanding, even half-amused by the shambolic state of the flowers, but that, obviously, is not the point: a loving gesture, planned in good time, looked more like a last minute theft of manky petrol station flowers from a roadside railings. Oh and the final insult added to injury? Someone at the M&S warehouse is unable to count: there were 10 white (read grubby brown) roses and 10 red roses (with two headless stems) but only 9 (wilting) pink roses. The only upsides were that M&S customer services promptly offered a refund or new delivery without wanting to see the photographic evidence of the rubbish flowers (I took the refund - I’ll not order flowers from them again so long as I have a hole in my backside) and, to be fair, the Prosecco was lovely with dinner (and not bad value at £9, after the aforementioned discount). I cannot recommend avoiding M&S flowers enough.”

Helpful Report

Posted 4 years ago

“Received flowers from my boyfriend. They are awful. The heads were drooping and 5 were completely off and in the box. I told him that it didn’t matter and not to worry but when he saw them he couldn’t believe the condition. He called M&S and they are sending me a replacement. I have added the photos so that you can see my complaint was validated (not sure if reviews are screened as previous buyer was not allowed to show photos)”

Helpful Report

Posted 4 years ago

“Ordered valentine flowers for my partner. They were the percy pig ones priced at £30 .I can honestly say they are the worst flowers I have even given my partner in 14 years .I was embarrassed to give them to her . I spend quite a while to choose the ones I liked and more to the point thought she would like . I really don't think they could have been any worse . I will never purchase flowers from M & S again disappointed is an understatement.”

Marks & Spencer 1 star review on 14th February 2021

Helpful Report

Posted 4 years ago

“Received my flowers today and some heads were already off and lying in the cardboard box. The roses look awful. They are all drooping. I’m really shocked at their appearance/condition. I send quite a few flowers to friends and work colleagues but I won’t be using M&S - too embarrassing. The flowers from Asda and Morrison’s are better at just £6.00. Save your money.”

Helpful Report

Posted 4 years ago

“Wouldn't let me publish my review or show photos”

Helpful Report

Posted 4 years ago

“I ordered flowers to e delivered to me for my Mum, they arrived dead and in a terrible state, I left a review on their website and have just received an email from them telling me that they will not publish because they consider it offensive, I did not say anything offensive so can only conclude they didn't like the word dead. I spoke with their customer servcie and they said they would send a new bunch, these arrive a few hours ago actually worse than the first lot, I have offered M&S photo's of them. Extremely upset that they are filtering and censoring any reviews they don't like. I have emailed them back and ask them to explain themselves just because I said that I didn't like paying for dead flower”

Marks & Spencer 1 star review on 10th February 2021

Helpful Report

Posted 4 years ago

“I ordered flowers for my mum's birthday. She is 79 today and is undergoing cancer treatment. I haven't seen her for a long time due to the pandemic and the fact that I work in a nursing home with a lot of covid positive residents, so I daren't go to see her at the moment. So it was important that the flowers arrive and that they were nice. I've just spoken to my mum and she said that the flowers were just left downstairs on the front porch, no card or anything through the door and no one knocked on delivery. This has happened a few times and really it isnt good enough. If I hadnt had phoned the flowers would have been there all night. They were delivered (according to the text I received) at 11.15 this morning and my mum didnt find them until almost 5 pm. You really should tell your delivery people TO KNOCK ON THE DOOR OR AT LEAST PUT A CARD THROUGH THE DOOR TO ALERT THE PERSON TO THE FACT THAT THEY ARE THERE. I wont be ordering anymore flowers from you.”

Helpful Report

Posted 4 years ago

“Ordered Alstroemeria flowers for each of my daughters. Excellent communication down to the minute they arrived. The flowers were fresh and in bud. 4 days later they have opened up and are absolutely stunning. I know these flowers will bloom for 3 weeks as I have had them before. I will certainly use M & S again. Very reasonably priced and free delivery.”

Marks & Spencer 5 star review on 1st February 2021

Helpful Report

Posted 4 years ago

“Got flowers for my daughter the heads fell off the roses when she opened the box the rest of them lasted a few days they cost £35 and this is the 4th time this has happened will never got flowers from M&S again because they never get back to you or offer a refund”

Helpful Report

Posted 4 years ago

“The 2nd complaint in 2wks about flower deliveries! Two friends never got my gifts..refunds mean nothing, the gift needs to arrive on time! Don’t offer a date if you can’t fulfil it! 45 mins to get hold of customer service who are million miles away and there is a language issue. The main problem is YODEL the courier who offer a tracker that NEVER works. M&S SEVERELY let down by this company. I will use Waitrose from now on..Am sooo disappointed and that M&S NEVER respond..email after email sent.. I’m done throwing cash at this company!!!!”

Helpful Report

Posted 4 years ago

“Disappointed with the alstroemeria I ordered for my daughter.... Very feeble looking for £20 Expected more from m and s 😔”

Helpful Report

Posted 4 years ago

“Received flowers all lose in the box and squashed aside from the fact they were half dead the had no resemblance to the bouquet my mum had paid for”

Helpful Report

Posted 4 years ago

“Received a floral delivery yesterday and initially pleased with the contents, yet despite following all the care instructions woke up the following day to a heap of petals that had fallen, many dying leaves and a very unhappy wife. These were sent by friends as a condolence to my wife who's step father had just sadly passed away so she was most upset at the sorry state of this bunch.”

Helpful Report

Posted 4 years ago

“Flower subscription - don’t waste your time/money. Really poor value. Paused the subscription a month ago, waiting for a response to my email, and nothing back. Bunch that’s turned up today would be significantly less in store.”

Helpful Report

Posted 4 years ago

“I am so disappointed in the service I received from what is supposed to be a reliable and reputable company. I ordered my flowers for a special occasion; it did not arrive despite being sent a confirmation email. I then rang to deal with the matter and was met with very unprofessional and unhelpful costumer service. I was promised a refund and my flowers to be sent out again but neither promise has been delivered yet again. Again, extremely disappointed.”

Helpful Report

Posted 4 years ago

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