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Marks & Spencer Reviews

2.1 Rating 1,137 Reviews

26 %

of reviewers recommend Marks & Spencer

Company Reviews

2.1

Based on 1,137 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

Visit Website

Phone:

ph:+44-33-30148000

Email:

retailcustomer.services@marksandspencer.com

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Marks & Spencer 1 star review on 11th June 2024

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

“The best Manager in the Torquay Food Hall is Matt he will judge a customer for himself and dose not take sides or join gangs he is always very polite to me every time he spots me in the store and always found the time to say hello with a smile its a pleasure to shop in there when he is working unlike Ralph who looks like he's won the lottery and lost the ticket there are some people you look at and think i no i can make you smile with him you would probably have to say your sacked to put a smile on his face clearly not happy in his job or is working with the wrong section manager”

Posted 1 year ago

“A family member sent bunch of flowers to my wife who was unwell. The flowers arrived in a poor and limp condition. It seemed ungrateful to inform the sender of the flowers about their condition, so I 'phoned Customer Services and spoke to a representative who was most unhelpful and refused to allow me to speak to her supervisor. The flowers were clearly expensive, but their condition was most unsatisfactory. I expected a quality product from M & S and a more customer focused response from Customer Services. Marks & Spencer is clearly not a retailer of quality any longer.”

Posted 1 year ago

“I ordered flowers to be sent to an very unwell elderly lady. They were due to be delivered by Yodel . I got a message at 9PM to say that they had run out of time and would be delivered the next day. They were delivered in the afternoon the next day. As they were fresh flowers and not in water ,they arrived wilted and the roses had brown leaves on them. It was very disappointing.”

Posted 1 year ago

“Received a bouquet from a friend - really disappointed at the quality of the flowers and the condition they arrived in. I didn't want to complain to my friend so I rang M&S directly to voice my disappointment. The lady on the phone was disinterested, clearly did not listen to what I said and, like a recorded message said a replacement bouquet would be with me on Friday (today). M&S then contacted my friend to say I had complained (might as well have told her myself). Well the replacement arrived today, its worse then the first one!! I love M&S but NEVER EVER will I order flowers from them - quality 0/10”

Marks & Spencer 1 star review on 13th January 2023

Marks & Spencer 1 star review on 13th January 2023

Posted 1 year ago

“i have shopped with Mark's and Spencer's for a very long time but when i read the review's about there Torquay Food Hall and the way the General Claire was so rude to the gentleman that had made a complaint to head office about the way the Commercial manager Andrew and section manager Nikki had treated him it clearly shows the HR department in a very bad way its one thing to ban a customer that shopped there for over 20 yrs but to make up excuses that rewarding staff for good customer services was against there company Policy yet the staff took it from this Gentleman and were happy to spend it maybe the staff should be aware of the company polices even people reading this will clearly see if you make a compliant they will find a way to ban you from there store as these managers did just that and the section manager Nikki who sent the police to the Gentleman home with nothing but made up Lies that was all in her Histrionic head she should be ashamed of herself its Disgusting how cruel could you be to someone that was clearly innocent and so kind and yet HR couldn't even explain how they would sit back and allow there managers to treat a loyal customer in this way its the most Disturbing review that anyone could ever read a gentleman that was so kind and generous and most of all INNOCENT they have Destroyed a good store's fantastic name its seems if you have worked there for 30 yrs or more you are more powerful than Claire the so called General manager who should have been sacked clearly a very Toxic store”

Posted 1 year ago

“Received a bouquet with limp flowers, deseased leaves and caterpillar eaten roses. Complained and had a 2nd bouquet sent that was as bad, if not worse than the first one. Appalling!”

Posted 1 year ago

“Terrible. Dead foliage and white mold on stems!!!! What have you done putting these in a lovely box!!! How crazy...”

Marks & Spencer 1 star review on 10th January 2023

Posted 1 year ago

“The only way I can describe M&S flowers is only send them to people who have a keen sense of humour. I sent them to someone very dear to me who has been in hospital for the whole of December and thought I would send some next day flowers feom M&S on them being discharged. Forget next day delivery - it doesn’t happen so the title should be Order Now Delivered this week. I then ordered a sweet smelling bouquet and, see the item below which was ordered and that which was delivered. Similar? Recognisable? Excellent value for money? I didn’t realise that when you ordered them they sat in the van for the 3 days before being delivered. I then rang up to complain and asked for next day delivery - this time it was a 2 day delivery slot. I was offered some roses and I dared to request a more bright coloured boquet - to which I was informed I would have to pay more as they were an extra £10. Having had a rubbish boquet i am reticent to pay more so my advice is steer clear of M&S flowers - try John Lewis, Waitrose or next!”

Marks & Spencer 1 star review on 9th January 2023

Marks & Spencer 1 star review on 9th January 2023

Posted 1 year ago

“Shocking avoid, avoid avoid. The flowers that were delivered were dead which was hugely embarrassing and they were so delivered a day late. Never using marks and Spencer’s again.”

Posted 1 year ago

“Absolutely appauled this year. I ordered a gift pack of flowers and posecco for family members. The flowers delivered promptly on the day they were supposed too but when the box was opened it was the wrong flowers. Was supposed to be a Xmas bouquet but in the box were tulips. I was so annoyed and as they were sent to another part of the U.K I couldn't take them back to get changed. After trying many times to get through to customer services I was finally told a replacement would be sent out at no extra charge on Jan 5th. Jan 5th @ 7am I got a txt from DPD saying they had the package and would be delivered later in the day. No flowers arrived and I got a txt at 7pm saying there was a problem and flowers could not be delivered. No reason why but said would be delivered today 6th. No message came about being delivered so I phoned DPD who said the package had been lost and I should phone M & S yet again. I phoned M&S and finally got to talk to someone after 5 attempts. When they phoned DPD they were told the flowers had perished and were thrown away becos of the delivery delay. As it had been the last day for the Xmas bouquet they couldn't send another replacement. I'm absolutely disgusted with the whole service and the dissappointment and I definately will not be using them again. I had asked before the call if I would do a survey after the call. I said yes and was told I would be sent a link. After giving them my thoughts I didn't receive any link for the customer service survey. I WONDER WHY. If you have any sense use proper flower shop. I have now been told I will be refunded but doesn't really solve the fact of the disappointment. I thought the least could have been done by them was some kind of compensation for all the stress and phone calls. As if!”

Posted 1 year ago

“I also ordered the berries bouquet and chose the 23rd December for delivery. Contact was good. However when I opened them on this date, they were severely wilted, I trimmed the roses, placed in water in a cool room, hoping they would pick up (No flower food enclosed) Roses should have lasted longer but gradually died before the green foliage started shedding its leaves. They were thrown away by the 27th. I made a phone call today and pleased to say they are refunding. I have always ordered online from M & S but on this occasion disappointed.”

Posted 1 year ago

“Never mind that the incorrect flowers arrived with broken box, taped up wrapping paper and dead flowers, the promise of a replacement of a bouquet after Christmas (28th) never arrived either and despite two phone calls and an emailed complaint and a response to their survey providing contact number, NOTHING has happened. Disgusted, disappointed and left in despair. Shame on you M&S. might help if you could deal with UK instead of S Africa and India!!”

Marks & Spencer 1 star review on 31st December 2022

Marks & Spencer 1 star review on 31st December 2022

Posted 1 year ago

“I placed an order for Santa's boots Cyclamen plant for Christmas Eve as a gift and it only arrived today. It was very nice but would have been nicer for the recipient if she had got it when I had ordered it for plus in the pic the boots were red with white at the tops but these were just plain red.”

Posted 1 year ago

“Ordered Warm Winter Brassica flowers for my sister for Christmas due to be delivered on Christmas Eve. Have never been so disappointed and embarrassed. Could have got better flowers from a petrol station at half the price. Ordered from M and S before and never had any problems. Don't know whether they have changed suppliers but will definitely not be using them again.”

Posted 1 year ago

“My sister sent me a Christmas premium table arrangement. The box was left upside down on my doorstep. Inside there was no protective packaging and the three table decorations were unrecognisable. I was offered either a refund or a replacement which would arrive on 29th! Too late for Christmas! I will never order from M&S again.”

Marks & Spencer 1 star review on 27th December 2022

Marks & Spencer 1 star review on 27th December 2022

Marks & Spencer 1 star review on 27th December 2022

Posted 1 year ago

“My friend kindly sent me a bouquet after suffering a heart attack. I did not receive them and they sent another a week later. I asked same driver where he had left first box as had no idea from picture, he grunted and walked away . My husband was on workshop roof and noticed the box in neighbours path which is rarely used..it had been thrown over locked gate. Disgusting service”

Marks & Spencer 1 star review on 24th December 2022

Posted 1 year ago

“Had an update to say flowers delivered today these were a Xmas gift for my mum and dad, but when I looked at delivery pic they had been delivered some where else and not my dads, checked all my details on order and they were all correct, But courier had not delivered to correct address, some lucky and not very honest people have a free gift, very disappointed won’t be using them again”

Marks & Spencer 1 star review on 23rd December 2022

Posted 1 year ago

“This was the third bouquet of flowers ordered for our golden wedding anniversary (I have already complained about the previous two). This one arrived three days late had been repackaged and was upside down with the flowers under a bottle of champagne. You really need to get this sorted out Marks.”

Posted 1 year ago

“Ordered Christmas flowers for sister & hubby. They are delighted very fresh sister said smell beautiful. Kept up to date on the order even delivery. 3rd year sending excellent. Sorry to read some customers been let down. My only niggle ordered in November and see this week they are reduced in price. Hey ho”

Posted 1 year ago

“PLEASE DO NOT SEND FLOWERS USING M & S. I have had 2 deliveries of M & S flowers this week as gifts from friends. Both gifts have been absolutely appalling. The friends who sent them would be distressed to see what M & S delivered to me. Their courier delivers a box that shows signs of being mishandled. The flowers inside are simply awful. Half dead, colourless and of very poor quality. The one a basket of planted flowers had been so mishandled the plants were all loose in the box and on opening I had soil everywhere 😩 Customer service operators are completely disinterested in any complaint. If you value a friend do not send them M & S flowers !!!!”

Posted 1 year ago

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Marks & Spencer is rated 2.1 based on 1,137 reviews