Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.10

2.1 Rating 1,232 Reviews

25 %

of reviewers recommend Marks & Spencer

Company Reviews

Questions

Metrics

2.1

Based on 1,232 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 25th July 2025

461

Anonymous

Anonymous // 01/01/2019

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

“Absolutely appalling quality of padded lightweight jacket, £49.50. After first wash (following instructions) the padding has ‘clumped,’ some ‘pockets’ now have padding, many don’t. When you hold it up to the light this is clearly evident. Made in China! Hugely dissatisfied.”

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Posted 6 years ago

“The service in the cafes are atrocious, especially in the Bolton branch. The staff are rude and not interested. I still visit as the food is what you expect but the staff red some customer service training. Served with a smile - definitely not.”

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Posted 6 years ago

“Off shore telephone customer service is APPALLING!!! they don't speak English or understand it! Why has a well respected British retailer made the choice to route thier calls off shore when the ones in Britian are far better and can actually deal with customer query's.”

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Posted 6 years ago

“M&S flowers not delivered by YODEL Dartford, Crossways Business Park. It seems Yodel reviews either (if this site is honest) get it right or don't .. On this occasion, they didn't as M&S flowers ordered but not delivered - apparently they were attempted to be delivered to a regular London address, and advised a card left. It wasnt - no card left, and no way to track because - guess what, no card with ref or ctc was left! Website advises collecting from delivery centre, 30 miles away (Crossways Business Park), and offer to collect at persons convenience. Problem is with M&S using a company that doesn't do what it should, and has inadequate follow up. Very disappointed that a simple 'cant be bothered to do the job correctly' has ruined a surprise for someone just out of hospital... ---------------------------------------------------------------------------------------------- Just seen a response from socialmediaescalations at yodel.gnatta.com .. however just fyi Yodel have failed to deliver the parcel yet again .. having had promises from M&S outsourced call centre that this was confirmed from your Yodel delivery centre. Apparently out for delivery since 1100, and then 2130 a message saying unable to deliver (second time), and unsurprisingly no info or card given to the recipient despite a ctc number. M&S should be ashamed to use Yodel worse than CityLink, and they went bust .. a lesson learned I guess .. M&S flowers not delivered for 2 consecutive days by Yodel, despite definite assurances to the contrary. M&S are at fault for not insuring their contractors are up to the job. This was intended as a surprise for a friend out of hospital, but now failed badly, so that is 2 sets expectations badly let down. M&S & Yodel - get your act together! Once getting it wrong is bad, but twice? .. Message to M&S - a damaging weakness in your reputation today.”

Helpful Report

Posted 6 years ago

“Reposted to keep it alive. This company are really not very good . I simply cannot understand how people rave about their food quality, when in fact it isn't very good at all. This company try to live on a bygone reputation, when there was little else really to get clothes from. The quality of their items is not good at all for the price. Whoever their buyers are should be sacked and get in people who understand what the public want, not what the the company THINK they want. Paying over the odds for clothing does not mean great quality. In fact this company sell clothing items either too long in the sleeves, trousers that are not what the size states they are, to name but two. I live in Kent, and the store in Dover has closed down recently. It has moved down nearer the sea front selling food only. This shopping precinct idea came from Dover District Council, and anyone living locally knows what this means. It most likely means that like everything else DDC get up to, it will fail. Seems like M&S didn't do their homework!! Who on earth is going to make a special trip to Dover to shop in Marks, for example, when they can drive a short distance to Canterbury and shop in that store which sells food also. It is very big. Come on Marks, get your act together and get with the times. Oh, and don't do what all the others are doing....self service checkouts. It is a fact people, that every single item you buy, the price of it being scanned at a REAL checkout by a REAL person, has been factored in to the total cost. If they want self service then insist on a discount for doing so or DON'T use them.”

Helpful Report

Posted 6 years ago

“Worst returns experience ever! I purchased two identical shirts, but decided to return one, in its original sealed packaging with labels on it etc. I also provided the original online order acknowledgement and invoice. After queuing for 10 minutes , I was told that i could not retrun the shirt, because I did not have the paper collection note, and was told, "try a larger store, you may have better luck"”

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Posted 6 years ago

“very bad quality”

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Posted 7 years ago

“very bad quality”

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Posted 7 years ago

“bad quality”

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Posted 7 years ago

“Spencer own product quality is not good. Please check before u purchased.”

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Posted 7 years ago

“My 4 year old granddaughter and I love their eccles cakes which were stuffed with currants and very yummy. OK there is a world shortage of rasins due to poor crop so M&S solution is to stuff a bit of pastry filler in them so they look the same but there are far less currants. Pathetic. Most people who shop at M&S would not mind paying a little more but as it is the product is not worth eating! Wont buy it again! If they think customers dont/wont notice they are wrong!”

Helpful Report

Posted 7 years ago

“Got a gift coupon. Couldn't spend it because everything looks as if it's come from the 50's! Quality's quality, but what's up with the granny patterns and weird tailoring?”

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Posted 7 years ago

“I would advise anyone thinking of buying anything which you can't take away with you, to think twice. Let's face it you don't buy because they are the cheapest but because you believe you can trust M&S for quality and service. I was shocked at how I've been treated by them. I ordered a wardrobe in November which was in stock and also a footstool. Told delivery would be 29th Jan, received reminder 22nd Jan confirming delivery and again 26th with a more exact time. So I prepared for the delivery getting rid of the old wardrobe, only to get a call later on the 26th saying there was a problem with the footstool from the manufacturer and they wouldn't be able to deliver until 22nd Feb. Not a big problem as I could live without a footstool a bit longer. What about the wardrobe I asked. What wardrobe was the reply, I can't access the system at the moment, but don't worry I will get back to you on Monday. No call by 3pm Monday so I called customer service. They couldn't provide a logical reason why the wardrobe couldn't be delivered sooner than the 22nd Feb. I asked to speak to a manager and was told it would take 2 days for someone to call. No call within 2 days so I called again. I said if no one called me today then I would elevate my complaint. It would seem management hide or there is a shortage of managers as well as lorries to deliver the furniture they sell. My trust in M&S has been reduced completely and I'm not surprised to see they are now closing stores. Doesn't seem to be the company I grew up with.”

Helpful Report

Posted 7 years ago

“I purchased a wooden garden table and chairs from M & S and assumed it would be good quality and any problems would be dealt with. The table was set up in the garden for a barbecue and afterwards was placed back in the garage. On second use, my husband was shocked when opening the table, that one of the legs had a large crack through it. The table had never had anything heavy on it and had only been used for what is was intended. I contacted M&S and just under a week later they contacted me to arrange a visit by one of their technicians. The technician was quite abrupt and said that it looked like someone had forced the leg. I assured him that this was incorrect and was quite shocked by his attitude. I was then told by email, that because there wasn't a fault with the table there was nothing they could do. I was upset and shocked that M&S would treat a customer this way. I then wrote a one star review on Marks and Spencer.com, seemingly within their guidelines and it was removed. I am now left with an expensive, useless table and have lost all trust in the company. I will never shop with them again. I will never shop wit”

Helpful Report

Posted 7 years ago

“Do not buy furniture from this dreadful retailer. We bought three items of matching furniture for our daughters bedroom on-line in mid July. A delivery date of 02/08/17 was agreed and on 31/07/2017 we received a text message confirming the delivery and giving us a 2hr time slot for the delivery. We were informed that in order for the delivered items to be assembled the room needed to be cleared in readiness. We did as instructed and removed/disposed of the old bedroom furniture. We were then contacted by M&S on 01/08/17 and informed that they could not deliver the goods on 02/08/17 as one item was out of stock and were given a new delivery date of 24/08/17 - over three weeks later!!! M&S could not/would not deliver the two items in stock on the original delivery date with the other item to follow and could offer no reasonable explanation why not. Hopefully my daughter will be back in her room before school starts back!!!”

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Posted 8 years ago

“Ordered some flowers for my Mums 79th birthday, they arrived at 5 pm .. well toward the end of her birthday!!! Never again”

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Posted 9 years ago

“Disgusting service from M&S credit card. I was charged interest on £800 I don't even own them!!! After so many calls I managed to speak to so called manager, even she could explain properly why! Please be careful, if possible don't use their card at all.”

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Posted 9 years ago

“emma you are a lesbian”

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Posted 10 years ago

“Staff just stand about and do not fullfil their job description. Always a massive queue”

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Posted 10 years ago

Marks & Spencer is rated 2.1 based on 1,232 reviews