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

“Received a wicker reindeer, the plants that were supposed to be in the planter were in the bottom of the box with a pile of earth, a do it yourself job ? When someone takes the trouble to order and pay for a lovely gift you expect it to arrive in a good condition, sad to say, I let my friend know and she will not order anything again.”

Helpful Report

Posted 2 years ago

“I ordered some flowers to be delivered on a certain day on that day I had an email to say they had been delivered and left in the porch. The recipient had been in all day nothing in the porch!! I contacted M and S. Customer services contacted Yodel M and S "trusted partner" ha ha to be told the flowers had been taken to the wrong address!! This is one flower delivery firm I WILL NOT be using again”

Helpful Report

Posted 2 years ago

“after having complained by email and having no response i thought i’d make a review the quality and quantity is nothing as described infact my reduced flowers at the petrol station are better !!! sort it out m and s or don’t bother offering a delivery service these were for my mum as a thankyou age actually felt sorry for me that is wasted my money and couldn’t believe where they were from . never again as you took out the box the petals and leaves we’re falling of !!”

Marks & Spencer 1 star review on 20th December 2022

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Posted 2 years ago

“Husband sent flowers to my parents and the bouquet received was nothing like what it should’ve been.. absolutely shocking again after the Mother’s Day debacle… we deserve a refund… it’s embarrasssing”

Helpful Report

Posted 2 years ago

“Bouquet of Roses ordered from M&S for mums birthday but they sent a bunch of Iris's instead. The bouquet that did arrive from DPD had approx 5 heads snapped off the flowers where they had been mistreated during transit. Box was left outside my door with flowers upside down. Finally got to through to someone in the chat and got a refund but no apology for the appealing service. Will avoid in future.”

Helpful Report

Posted 2 years ago

“Flowers delivered 1 day late, granddaughter upset, as is her mum, as they where a birthday gift for her, I'm embarrassed that the flowers arrived in the state they did, m& s customer service where shocking. !”

Marks & Spencer 1 star review on 14th December 2022

Helpful Report

Posted 2 years ago

“I am sorry to be doing this to such an established British Company with a one time high quality service and goods. Sadly I am going to repeat another complaint I have just read on this site. Yesterday I received a bunch of flowers for my birthday which half the flowers were limp including the leaves I realise it was mainly the bunch of tulips added to the bunch. The website chat box is totally unstable and after 3 attempts and being cut off I ended up phoning customer service. After explaining they were limp and could send evidence the operative said there was no need and would send another bunch. Sadly they arrived next day in exactly the same condition. Limp leaves and collapsing tulips. I can’t say how disappointing this experience is it’s as if no complaint was put in and nobody has learnt. My sister in law who sent the flowers does not know yet as she will be derverstated to be let down by a highly regarded company. I don’t know who you are employing but the obviously have no pride in their employment position or the training is lacking. I realise customer service does not care either so sadly this is my warning to other potential customers.”

Marks & Spencer 1 star review on 13th December 2022

Helpful Report

Posted 2 years ago

“We received online flowers from Marks & Spencer they were half dead. We complained and they sent out another bunch of half dead flowers totally unacceptable they cost £40 and were only fit for the bin.”

Helpful Report

Posted 2 years ago

“Your services suck!!!!!”

Helpful Report

Posted 2 years ago

“Tired looking pale pink roses delivered just now in a bashed box by DPD. Three stems broken.”

Marks & Spencer 2 star review on 8th December 2022

Helpful Report

Posted 2 years ago

“i have shopped at M+S for many years and the food and customer services are great but when you read Torquays reviews its very disturbing and upsetting and the managers that did these awful things to that customer and to make allegations that clearly were false its not surprising they feel so anxious and so the pair of them should its one thing to Lie but to Lie to the police OMG i wouldn't sleep at night”

Helpful Report

Posted 2 years ago

“Most appalling bouquet of flowers were delivered. They were called ‘Thinking of You ‘ . Well there were only 4 white roses and one of them was dead ! Everything else was just wilting greenery . I phoned m&s , complained and they kindly sent the same arrangement again . I assumed the first delivery was just a hiccup so I was absolutely horrified when the second bouquet arrived the same !!! I have taken photos and will be taking these to m&s tomorrow to discuss . These were a special birthday present and I know the sender would be absolutely mortified to see what a total waste of money the flowers were . Whatever florist has this contract should be removed as I certainly would never order or recommend m&s flowers !! The attached photos show what should have arrived as seen on the m&s page whilst the other photo is what actually did arrive”

Marks & Spencer 1 star review on 5th December 2022

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Posted 2 years ago

“Recently joined their Rewards & Sparks & really enjoying the benefits. Great stores & cafés.Always excellent service.”

Helpful Report

Posted 2 years ago

“My birthday flowers have just arrived and they are terrible. They look dead, i am so dissappointed.”

Helpful Report

Posted 2 years ago

“Appalling. Half dead flowers sent to a bereaved friend. Cost £35. Deeply shameful and insensitive”

Marks & Spencer 1 star review on 30th November 2022

Helpful Report

Posted 2 years ago

“my mam got flowers delivered for her 80th the box was damaged the flowers were very dry turning brown for the price there was just 2 roses in they were a disgrace I will never use m&s again she got some from a supermarket cheaper and they were much better I did ring and complain and they sent more but there were just as bad!!”

Marks & Spencer 1 star review on 27th November 2022

Helpful Report

Posted 2 years ago

“On 3 occasions in recent weeks our family have had flowers delivered and on each occasion they have been absolutely awful, almost dead or with one of the planted baskets all the flowers and compost was out and a total mess which my 90 year old mother had to clear up and try to re plant. They really are relying on the M&S name being quality, but unfortunately in my experience and I’m sure many others this has not been the case. And you really cannot tell the sender without sounding ungrateful, so in effect it’s like streaming peoples money without any responsibility regarding product”

Helpful Report

Posted 2 years ago

“Ordered a celebration bouquet champagne and chocs for Aunts joint 90th and golden wedding. They arrived at 7pm after being loaded on Yodel van at noon. The flowers were done. How many special days do you get in your life? Customer advisor said we cant do anything and for me to ask the recipient what was the condition ...how could you phone up and do that? how humiliating! If M and S cant be trusted to carry out such a emotive trusting service they shouldnt be offering it. Appalling!!!!”

Helpful Report

Posted 2 years ago

“I ordered a bouquet for my aunt's 100th birthday. It was delivered by dpd courier. Despite saying "fragile" on the box and handle with care fresh flowers. The box was dented, dropped on the porch at 7.30 in the morning and left. When opened the flowers inside were wilted and didn't last the day let alone the 5 guaranteed days. An absolute waste of money. Don't waste your money support a local independent florist instead, which is what I'll be doing in the future”

Helpful Report

Posted 2 years ago

“Sunflowers orded by our son for my wifes birthday. Yodel delivered them, we didn't know any thing about them as they were to be a birthday surprise and they were certainly that. They were left in our porch, driver never wrung the doorbell or knocked on door we only knew someone was about due to our dog started barking. The boxed flowers was soaking wet,damaged and severely tapped up with brown tape. When we got into the box we found the water bag empty and the flowers in a disgraceful condition. Reading all of these awful reviews does anyone at M&S take the trouble to read them and do something about them. M&S need another courier as these flowers should not have delivered in that condition. DISGUSTING.”

Marks & Spencer 1 star review on 24th November 2022

Helpful Report

Posted 2 years ago

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