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

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

“My issue is with M&S online delivery service. The item, 'delivered' here to our East Lincolnshire address at midday on Monday 26 June, by notoriously poor EVRI (Hermes), was thrown over a 2.2 metre high gate and landed in a muddy puddle. As this cheap and nasty courier service is the best that M&S can provide, we will never use M&S again.”

Helpful Report

Posted 2 years ago

“Would have given these dead flowers a 0 if it was possible. These were a thankyou gift to my daughter, the person who bought them does not know about this review. I am a recently retired florist of many years so I know a bit about flowers! I am so angry, these flowers are 2 days old, If they were in my shop I would have binned them - not sold them. Would like to send photos of them but this site will not let me!!!”

Helpful Report

Posted 2 years ago

“Terribly slow payment/delivery on website for flowers. I have given up and gone elsewhere. Shame on you M&S.”

Helpful Report

Posted 2 years ago

“The quality of your online delivery service for flowers is absolutely appalling. They turn up half dead. If you can’t deliver them in water, like professional florists do, I suggest you remove this service I am one of many I see and this isn’t the first time I personally never order through you for this reason but I have told family and friends to never order through m&s too”

Helpful Report

Posted 2 years ago

“i would agree with the Torquay M+S reviews if the management and staff can speak and treat a customer in the way they did and for General manager Thomas to tell all of her staff not to engage in any form of conversation with this customer or even say good morning to the customer with the hope they would get the hint and go elsewhere is disgusting it sounds like school play ground bullying and there is always a leader which sounds like Nicola section manager and i agree lets hope there is someone looking down on horrible people like that because its very clear no one else will this is what happens when you complain about a member of Mrs Thomas management team so been warned keep quite and say nothing or you the customer will pay the price as Thomas says its a private shop she doesn't need to give you a reason why its not just bullying its M+S the best ever”

Helpful Report

Posted 2 years ago

“after reading the reviews on Torquay how shocking there Reviews are and to think the so called general manager Claire Thomas can ban a customer for rewarding her staff that showed they care about the customer and value them if Marks and Spencers policy is staff are not allowed to accept anything from the customer then why do they take it clearly Claire Thomas has lost all control of her staff if she couldn't stop her staff from taking these rewards yet she could sit back and allow two members of her staff ring 101 and tell a pack of LIES to the police which i believe she new was a Lie as the old saying says what goes around comes around its one food hall i will be keeping well away from”

Helpful Report

Posted 2 years ago

“I was absolutely delighted when I received some very enexpected flowers from a friend. However this was short lived the flowers arrived looking worse for ware but thought after a night in water would be ok but alas no looked half dead the next morning. Contacted customer services which to be honest the person I spk too couldn't be bothered to even listen to my compaint. Advised of another delivery the next day. They did turn up looking better than the day before but we're not great Vue considering how much my friend would of paid. Would not advise anyone to order from m n s. If I could have given a zero I would of.”

Helpful Report

Posted 2 years ago

“An absolute debacle-ordering easy enough but flowers didn’t arrive 24 hours after they should have. Best idea from Customer Service was to cancel and reorder-err no, not when the first lot hadn’t turned up. My advice would be not to use M&S for flower delivery, their partnership with Yodel actually doesn’t deliver, am absolutely furious as flowers were for a friend undergoing surgical investigation 😡”

Helpful Report

Posted 2 years ago

“Couldn't place an order for flower delivery because the website is absolutely awful! The box for salutation is simply not working therefore M&S has lost my business. My wifi speed is showing 'excellent' so the fault is not on my side.”

Helpful Report

Posted 2 years ago

“Flowers ordered 6 days before date- arrived so late- after 8pm on aunts birthday. Had been in delivery van all day. So disappointed. Why cant M n S have service agreement flowers are delivered before lunch? Won't use again.”

Helpful Report

Posted 2 years ago

“It would be a great idea for the driver to deliver to the correct address, as they use satnav I find it hard to believe he/she didn’t get the correct road.”

Helpful Report

Posted 2 years ago

“My daughters sent me a large bouquet for Mother's Day. It was delivered to the wrong address but brought to me by the house occupants. The flowers were wilting and half dead. Most revived after cutting under water but they were mostly dead after a few days. M & S replaced the bouquet which arrived in better condition but the flowers were not fresh. I think they get rid of ageing stock in these bouquets which no-one would buy on sight. Very poor.”

Helpful Report

Posted 2 years ago

“I was waiting on mother's Day for my bouquet and they never arrived. Some lame excuse of not having the exact flowers as described. Apologies from the courier and would I be prepared to have the bouquet a day late but delivered by 12 noon. Being reasonable I said ok. The flowers did not turn up,and now my son has been offered a refund for the missing bouquet. Terrible customer relations. What a let down on the day.”

Helpful Report

Posted 2 years ago

“Bought my mother flowers for Mother’s Day they were half dead and wilted foliage on arrival. I emailed M+S on receiving and heard nothing however 5 days later looking at the dead flowers I felt I needed to contact them as the bouquet wasn’t cheap. In their defence their customer service was excellent however I think M+S need to look at their supplier. Sadly I wouldn’t use you again.”

Helpful Report

Posted 2 years ago

“The flowers, (Cottage Garden Floral Bouquet), wilted a few days after arriving.”

Helpful Report

Posted 2 years ago

“I ordered flowers for Mother’s Day but to be delivered on the 17th March The flowers arrived while I was with my mum who is 90 years old I opened the box which was squashed one end, the flowers which were supposed to be pale lilac roses were brown wilted and crispy they were not fit to try to put in water I called customer services who blamed it on the courier company Yodel I was offered £10.00 e voucher but I said that was not good enough and I was asked to send photos which I have. I had a reply which said it will take 48 hours for a reply Now each email they send discussing this takes a further 48 hours each time I reply. The emails are written poorly and have a American feel to them, very weird the person signs off ‘Have a nice day’ Communication is really poor no apology and although I have used them for years I will not use again.”

Helpful Report

Posted 2 years ago

“I’ve ordered some flowers for mothers day to gift my mum on the day. When they arrived they were all dried and squashed up. I felt ashamed giving her dead flowers. They didn’t even look the same as they did on the picture. I thought I ordered some beautiful pink and red roses and flowers and I’ve received some dead flowers. Last year we’ve also ordered a birthday cake and it has been given to someone else on the day. Such a shame cause it’s always on special occasions they mess up on.”

Helpful Report

Posted 2 years ago

“I received a delivery of flowers on Mother’s Day that like many others were half dead. I contacted the customer service dept which kept cutting off the call 5 times. Emailed the next day and got a response 48 hours later asking me whether we wanted a refund or a replacement. I responded that they should at least be offering both. Now got an offer of a refund and a £5 e voucher. Probably doesn’t even cover my telephone costs. Marks and Spencer how the mighty have fallen. Very poor customer service”

Helpful Report

Posted 2 years ago

“Just recived some flowers from marks and Spencer’s from a friend and did not have the heart to tell her the state they arrived.flowers all dried out ,and all the leaves broken and squashed ,they where not wrapped or in any water just laid in cardboard box.It’s upsetting to think that kindhearted people spend a lot of money not every realising the disappointing flowers that there loved ones have recieved.Do not send flowers from marks and Spencer’s.”

Helpful Report

Posted 2 years ago

“Mothers Day flowers. Looking at all the reviews Marks and Spencer need to overhaul their online service. Dead roses and such a disappointment for a mother and the child who ordered and spent such alot of money. Shame on your company. Ask yourselves if you would like your relative to receive dead flowers. If the flowers would not be acceptable in store for sale, don't send them out for online orders”

Helpful Report

Posted 2 years ago

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