Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.09

2.1 Rating 1,256 Reviews

24 %

of reviewers recommend Marks & Spencer

Company Reviews

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Metrics

2.1

Based on 1,256 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 18th September 2025

464

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

“Eileen working at trafford center went above and beyond today for me. She was really friendly and very helpful its was really busy and she was working the tills. She was about to go home but still made time to get me some salted caramel cream.”

Helpful Report

Posted 5 years ago

“I ordered two deliveries of Christmas flowers for employees this week and both deliveries have failed. Message left out, so recipient had no idea who sent them and the other delayed by Yodel who pushed the delivery to an office out to after 6 pm, then it was taken back to depot. Called customer services which is now most likely operated from abroad via South African operators who can do nothing other than look at the order. I was told today that I would receive a call back, nothing. 5 phone calls, two hung up and hours wasted. I will never use them again as this is two Christmas presents ruined but will look on line to find a local florist - far better to support the local community in those areas. Their SA operatives are poorly trained, talked to me as if I was lying and had a brusque and off hand attitude. Marks n Spencer you should know better than to think your customers will stick around for a repeat performance of the Yodel delivery system, your customer service and orders not arriving as ordered. Total value our £100...no compensation - shocking.”

Helpful Report

Posted 5 years ago

“I ordered a £25 bag of Christmas festive flowers online to be delivered to my elderly mother-in-law. It was delivered on time but my m-in-law phoned to tell me the flower food was missing. I checked the order online and the flowers looked much better and the bunch a lot bigger. I phoned customer services to complain and was sent a £10 gift voucher in compensation. I said I didn't think this amount was enough but was told that was all that I could have. I forwarded this to my in-law to say sorry. I am not at all happy, I thought M&S customer service was better than this. I definitely won't be buying any more flowers from them. I've bought better flowers from my local supermarket for a fraction of the cost of these.”

Helpful Report

Posted 5 years ago

“I don’t normally purchase furniture online, but felt reassured that I was buying from M&S where quality and service matter right -? Well how wrong can you be - our worst purchase ever in January this year! We are a family of four and can’t move without loud creaking noises coming from our new sofa plus two days wasted holiday from work to have assessors come around and tighten up sofa joints – that made absolutely no difference. After that, M&S refused to assist us further. We referred this matter to the Furniture Ombudsman who, without even coming and visiting us, sided with M&S. Worst, worst piece of furniture ever and M&S are now expecting us to go away and live with a bad product. Avoid them – don’t buy online – awful customer service – hugely disappointed with M&S - what has happened to this company?”

Helpful Report

Posted 5 years ago

“Found large raw prawn in packet of cooked Atlantic prawns. Contacted customer services and the store about possible batch check/ product recall. Was ignored and abruptly told to return my prawns to the store for a refund. What about food poisoning & an apology??”

Helpful Report

Posted 5 years ago

“Tried to send flowers to my daughter as an unexpected surprise to congratulate her on her exam success as her husband is away. Sadly M&S flowers use Yodel for delivery who made little attempt to deliver them despite her being at home - one of the advantages of tracking. M&S were unable to help as Yodel customer service close at 1pm on a Saturday. They may try to deliver again on Monday, it isn't clear, but she is a junior doctor working 9am-10pm so she definitely won't be in then. I would have expected M&S to use a more reliable delivery service given the prices they charge.”

Helpful Report

Posted 5 years ago

“The worst meal I have ever had from yourselves, Gastropub Chicken-in Red Wine, where do you want me to start, no taste in chicken, most Six pieces of mushroom and as for the sauce very watery, do I need to say any more .”

Helpful Report

Posted 6 years ago

“I ordered flowers to be delivered for my mums birthday as I was going on holiday. I requested that they would be delivered on the day of her birthday. When I returned from holiday I was surprised that my mum had not thanked me for her expensive bouquet? When I asked if she liked her flowers (2 wks after they should have been delivered) she looked at me blankly? No flowers had arrived and I received no phone call or email to say there was a problem. When I finally got through to M&S, I got a rude customer service agent that told me they couldnt be delivered as they got damaged in transit??? Firstly, why not inform me? Secondly, why not resend flowers? Thirdly.....why did they not refund my account until I contacted them? They were just hoping I never found out! I finally got refund but no apology....very poor indeed! I will never use this service again! Minus 5 stars!!”

Helpful Report

Posted 6 years ago

“Queued in the cafe for ages only to be told by a triumphant service person the long list of food they didn’t have - this was at 13.25. I left immediately and won’t be going there again.”

Helpful Report

Posted 6 years ago

“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 have always liked M&S products for men, and my wife was a frequent buyer of trousers, t-shirts and blouses. We also bought a large amount of M&S food, and frequently enjoyed coffee and cakes in the in-store cafes. Recently I have purchased a number of items and had them delivered to friends or collected them from local M&S. Every product has been a successful purchase and everyone, but especially me, has been very happy with them.”

Helpful Report

Posted 6 years ago

“Experienced the usual excellent customer service from M&S Croydon today. Had an issue/query with an item of clothing purchased from the Men’s Department. Manager, Steve, quickly and competently sorted it out. We always expect the best from M&S and are never disappointed.”

Helpful Report

Posted 6 years ago

“M&S is a company that rarely lets me down however on this occasion I was extremely disappointed with their customer service, especially their Cheadle manager who offered no apology to me and instead addressed me as if I was a schoolchild in need of a good telling-off!”

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 6 years ago

“best shopping experience ever - the staff are pleasant knowledgeable and go the extra mile to ensure you find everything you require - if item not in stock they will have it there for you the following day to pick up at your leisure or will send it to you - nothing is too much trouble and I would highly recommend this store everytime”

Helpful Report

Posted 6 years ago

“Ordered a rainbow birthday cake for my daughter's 14th birthday. It did not disappoint. The cake was amazing worth the money. Collection was hassle free. Would highly recommend.”

Helpful Report

Posted 6 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 6 years ago

“Was shopping in the food hall and the cashier was rude and no patience,with the old lady in front of me poor customer service.”

Helpful Report

Posted 6 years ago

Marks & Spencer is rated 2.1 based on 1,256 reviews