Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.06

2.1 Rating 1,324 Reviews

23 %

of reviewers recommend Marks & Spencer

Company Reviews

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Metrics

2.1

Based on 1,324 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 17th January 2026

Sarah

Marks & Spencer 1 star review on 16th January 2026

Graham G

Marks & Spencer 1 star review on 18th September 2025

Anonymous

470

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“We purchased your Italian Style Baby Leaf Salad and when we took it out of the fridge (unopened) we put it on the plate and there was a live grasshopper in the bag. We were appalled that in your production process that this could actually occur which makes us very concerned that similar things could occur throughout your food production process. In addition that salad was going to be our evening meal but neither my wife nor I had any intention of eating that salad once we had seen this insect in your salad. Yours sincerely David W.”

Helpful Report

Posted 6 years ago

“Flowers ordered for a relative who was recovering from illness. I was surprised not to receive a thank you from her, but on enquiring I discovered that the flowers had never been delivered. To make up for her disappointment I reordered a bouquet. I telephoned M&S to check that they had been delivered, but their tracking process found that the bouquet had been signed for at a pub in an adjacent town 7 miles away. This appalling service has caused so much distress and unhappiness - exactly the opposite of what I anticipated. AVOID this service at all costs.”

Helpful Report

Posted 6 years ago

“My son purchased flowers for me today a Sweet Autumn Bouquetta from M & S as a gift. When assembling them in a vase flower heads were falling off, leaves were limp and curling. They were definitely not worth the cost he paid and terribly disappointed.”

Helpful Report

Posted 6 years ago

“I placed a flower order and wrote a message on the delivery card . The flowers were delivered but not card so they didn't know who they were from! She guessed it was from one family, but They were paid for by from two families and it looks to one family like they were left out. Caused issues an m and s refused to resend the card, even though it should have been sent originally. Rubbish customer service.”

Helpful Report

Posted 7 years ago

“I bought a large expensive bunch of peonies in the hope that I would have a wonderful display in a short time. Sadly, not the case. The buds simply withered and rotted and the base. So disappointing, and a complete waste of money!”

Helpful Report

Posted 7 years ago

“My daughter ordered fresh flowers for a poorly relative on my behalf. It was due to be delivered on Easter Saturday. It still hadn't arrived by 7 in the evening! My daughter received a text saying delivery 7-9 ! Then at 9 stating card through door and left in a safe place . Of course no card through door or flowers...how disappointed she was and us also. My family will never use M.&S flower service again or recommend, a very poor service.”

Helpful Report

Posted 7 years ago

“Ordered an orchid as a gift for an elderly, single lady who lives alone. M&S state deliveries occur between 7 am and 7pm, but the gift was left by Yodel after 8pm at night, in the dark, on the doorstep. The doorbell wasn't even rung, though she wouldn't have opened the door even if it had. M&S refuse to publish reviews which relate to delivery experiences, which i feel is wrong. Will not use them again.”

Helpful Report

Posted 7 years ago

“Absolutely appalling quality of padded lightweight jacket, £49.50. After first wash (following instructions) the padding has ‘clumped,’ some ‘pockets’ now have padding, many don’t. When you hold it up to the light this is clearly evident. Made in China! Hugely dissatisfied.”

Helpful Report

Posted 7 years ago

“The service in the cafes are atrocious, especially in the Bolton branch. The staff are rude and not interested. I still visit as the food is what you expect but the staff red some customer service training. Served with a smile - definitely not.”

Helpful Report

Posted 7 years ago

“Off shore telephone customer service is APPALLING!!! they don't speak English or understand it! Why has a well respected British retailer made the choice to route thier calls off shore when the ones in Britian are far better and can actually deal with customer query's.”

Helpful Report

Posted 7 years ago

“M&S flowers not delivered by YODEL Dartford, Crossways Business Park. It seems Yodel reviews either (if this site is honest) get it right or don't .. On this occasion, they didn't as M&S flowers ordered but not delivered - apparently they were attempted to be delivered to a regular London address, and advised a card left. It wasnt - no card left, and no way to track because - guess what, no card with ref or ctc was left! Website advises collecting from delivery centre, 30 miles away (Crossways Business Park), and offer to collect at persons convenience. Problem is with M&S using a company that doesn't do what it should, and has inadequate follow up. Very disappointed that a simple 'cant be bothered to do the job correctly' has ruined a surprise for someone just out of hospital... ---------------------------------------------------------------------------------------------- Just seen a response from socialmediaescalations at yodel.gnatta.com .. however just fyi Yodel have failed to deliver the parcel yet again .. having had promises from M&S outsourced call centre that this was confirmed from your Yodel delivery centre. Apparently out for delivery since 1100, and then 2130 a message saying unable to deliver (second time), and unsurprisingly no info or card given to the recipient despite a ctc number. M&S should be ashamed to use Yodel worse than CityLink, and they went bust .. a lesson learned I guess .. M&S flowers not delivered for 2 consecutive days by Yodel, despite definite assurances to the contrary. M&S are at fault for not insuring their contractors are up to the job. This was intended as a surprise for a friend out of hospital, but now failed badly, so that is 2 sets expectations badly let down. M&S & Yodel - get your act together! Once getting it wrong is bad, but twice? .. Message to M&S - a damaging weakness in your reputation today.”

Helpful Report

Posted 7 years ago

“Reposted to keep it alive. This company are really not very good . I simply cannot understand how people rave about their food quality, when in fact it isn't very good at all. This company try to live on a bygone reputation, when there was little else really to get clothes from. The quality of their items is not good at all for the price. Whoever their buyers are should be sacked and get in people who understand what the public want, not what the the company THINK they want. Paying over the odds for clothing does not mean great quality. In fact this company sell clothing items either too long in the sleeves, trousers that are not what the size states they are, to name but two. I live in Kent, and the store in Dover has closed down recently. It has moved down nearer the sea front selling food only. This shopping precinct idea came from Dover District Council, and anyone living locally knows what this means. It most likely means that like everything else DDC get up to, it will fail. Seems like M&S didn't do their homework!! Who on earth is going to make a special trip to Dover to shop in Marks, for example, when they can drive a short distance to Canterbury and shop in that store which sells food also. It is very big. Come on Marks, get your act together and get with the times. Oh, and don't do what all the others are doing....self service checkouts. It is a fact people, that every single item you buy, the price of it being scanned at a REAL checkout by a REAL person, has been factored in to the total cost. If they want self service then insist on a discount for doing so or DON'T use them.”

Helpful Report

Posted 8 years ago

“Worst returns experience ever! I purchased two identical shirts, but decided to return one, in its original sealed packaging with labels on it etc. I also provided the original online order acknowledgement and invoice. After queuing for 10 minutes , I was told that i could not retrun the shirt, because I did not have the paper collection note, and was told, "try a larger store, you may have better luck"”

Helpful Report

Posted 8 years ago

“very bad quality”

Helpful Report

Posted 8 years ago

“very bad quality”

Helpful Report

Posted 8 years ago

“bad quality”

Helpful Report

Posted 8 years ago

“Spencer own product quality is not good. Please check before u purchased.”

Helpful Report

Posted 8 years ago

“My 4 year old granddaughter and I love their eccles cakes which were stuffed with currants and very yummy. OK there is a world shortage of rasins due to poor crop so M&S solution is to stuff a bit of pastry filler in them so they look the same but there are far less currants. Pathetic. Most people who shop at M&S would not mind paying a little more but as it is the product is not worth eating! Wont buy it again! If they think customers dont/wont notice they are wrong!”

Helpful Report

Posted 8 years ago

“Got a gift coupon. Couldn't spend it because everything looks as if it's come from the 50's! Quality's quality, but what's up with the granny patterns and weird tailoring?”

Helpful Report

Posted 8 years ago

“I would advise anyone thinking of buying anything which you can't take away with you, to think twice. Let's face it you don't buy because they are the cheapest but because you believe you can trust M&S for quality and service. I was shocked at how I've been treated by them. I ordered a wardrobe in November which was in stock and also a footstool. Told delivery would be 29th Jan, received reminder 22nd Jan confirming delivery and again 26th with a more exact time. So I prepared for the delivery getting rid of the old wardrobe, only to get a call later on the 26th saying there was a problem with the footstool from the manufacturer and they wouldn't be able to deliver until 22nd Feb. Not a big problem as I could live without a footstool a bit longer. What about the wardrobe I asked. What wardrobe was the reply, I can't access the system at the moment, but don't worry I will get back to you on Monday. No call by 3pm Monday so I called customer service. They couldn't provide a logical reason why the wardrobe couldn't be delivered sooner than the 22nd Feb. I asked to speak to a manager and was told it would take 2 days for someone to call. No call within 2 days so I called again. I said if no one called me today then I would elevate my complaint. It would seem management hide or there is a shortage of managers as well as lorries to deliver the furniture they sell. My trust in M&S has been reduced completely and I'm not surprised to see they are now closing stores. Doesn't seem to be the company I grew up with.”

Helpful Report

Posted 8 years ago

Marks & Spencer is rated 2.1 based on 1,324 reviews