Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.10

2.1 Rating 1,219 Reviews

25 %

of reviewers recommend Marks & Spencer

Company Reviews

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Metrics

2.1

Based on 1,219 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 4th April 2025

458

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

“Rubbish service. Third time now I've ordered flowers from M and S and they haven't arrived having been delivered to the wrong place. This time I was able to get in the car and collect from where they had been left. MandS.. But previously no refunds given. You need to get your delivery system sorted. Sorely disappointed. Very poor customer service. Posted a review on their website to receive an email stating 'Unfortunately, your review didn’t meet all our website guidelines as it shipping or fulfilment focused, so we’re unable to publish it.' Will NEVER use them again!”

Helpful Report

Posted 3 years ago

“I had a big box of surprise flowers delivered from M&S (from a friend) but when I opened it any element of surprise or excitement quickly evaporated. It was a coire reindeer but the box was just full of peat plant bedding material. No peat was in the saddle area of the reindeer - it was all tipped out completely in the box. The boxes of chocolates were covered in peat, and the cyclamen and ivy were trashed with all the peat in the bottom of the box. The two pieces of air inflated padding were also damaged. One (2 piece) was smashed & the other OK. Clearly the box had gone end over end probably several times. Worse I rang M&S customer care & waited 20 minutes only to be answered by a man who clearly had no customer care gene in his makeup. Oh - we will will send you another - it should be here 'tomorrow' - and I can see the pink fairies flying over the horizon. Still waiting. Never ever buy any flowers from M&S.”

Helpful Report

Posted 3 years ago

“Even one star is too good. I was sent an enormous box which when I opened it has 5 ?flowers, looked more like large sticks of celery, brown at the edges, had no idea what they were supposed to be. I could go on but doubt no notice will be taken;”

Helpful Report

Posted 3 years ago

“Sent bouquet to a friend for a Christmas gift. They were absolutely dreadful, half dead and definitely not a bouquet, more a bunch of left overs. Tried to complain online but was told they were very busy. Gave up waiting. I’m not surprised they have a busy complaints line. Very poor service and appalling product. Do not use this service.”

Helpful Report

Posted 3 years ago

“Had a Christmas bouquet from friends in Australia the flowers were about dead with 2 of the flower heads broken, despite feeding etc the bouquet never lasted. When are Marks and Spencer’s going to respond to these shocking reviews? I did complain was told a replacement would be sent just received once again not as per pictures on their website and half dead. I would not recommend there flower service to anyone.”

Helpful Report

Posted 3 years ago

“I received some M & S flowers for Christmas ordered by a niece who lives in New Zealand. I can't tell her what I really think of them because it would upset her but I think it was the most disappointing bunch of flowers (referred to by M & S as a bouquet) that I have ever received. There are five stems of rather unimposing flowers - one of them broken - one stem of berries and six stems of very dull greenery. The packaging seemed inadequate. As I am the recipient not the buyer I'm not sure if I'm allowed to complain but I feel that M & S standards must have declined since I last used them myself. I just hate to think of my lovely niece having wasted her money - and I'm sure the flowers weren't cheap.”

Helpful Report

Posted 3 years ago

“How disappointing. I ordered white and blue flowers for my friend and she got red and yellow ones. And pretty tatty looking ones at that. I guess I could cope with the colour change, given supply issues, but M and S should not be taking orders if all it can supply is tatty flowers. I feel very embarrassed. And I paid 45 quid for them.”

Helpful Report

Posted 3 years ago

“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.”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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

Helpful Report

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.”

Helpful Report

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!”

Helpful Report

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

Helpful Report

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.”

Helpful Report

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

Helpful Report

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.”

Helpful Report

Posted 3 years ago

Marks & Spencer is rated 2.1 based on 1,219 reviews