Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.10

2.1 Rating 1,232 Reviews

25 %

of reviewers recommend Marks & Spencer

Company Reviews

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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

“On Monday I received a winter wonderland bouquet which arrived in the evening. I was very excited as I really like receiving flowers unexpectedly. On opening the box the card inside Happy Christmas, With lots of love from a family I have never even heard of. I spent 45 minutes on the 'phone to M & S where I quoted the order no. and found out where the flowers were from. This took the shine off of the bouquet and obviously someone had my flowers and card in retrospect. I felt that I had to report the incident”

Helpful Report

Posted 4 years ago

“I have ordered flowers and chocolates to be delivered for a birthday today. they have not arrived and are in fact in delivery depot in England when they should have been delivered in NI today. I have yet been able to speak to anyone in M and S despite numerous attempts. never again. just want a refund now too late for birthday and hardly fresh flowers. disgusted”

Helpful Report

Posted 4 years ago

“If I could give M&S a minus star rating I would. It was my 50th this year and my cousin's 60th. We had planned to spend the time together on both days and then Covid struck. As such, I wanted her to know I was thinking of her on her birthday. I ordered the flowers in good time and on the day of delivery, I got an email (at 2.07am) to tell me they were delayed for a minimum of one day. As of today, the day after, they are booked for redelivery "whenever" M&S feel they can get around to it so I have cancelled the order. It is, however still going to take them up to ten days to refund me. I am beyond disgusted but am also bitterly disappointed my cousin didn't get her flowers on her special birthday. I can't slate M&S enough.”

Helpful Report

Posted 4 years ago

“I have had lots of flowers delivered, just coming out of hospital. Out of all the 7 bouquets I received, two from Marks & Spencer’s are the worst. Broken stems, wilted leaves, along with browning leaves and brown petals. I would say if you cannot fulfill quality don’t bother. Certainly not value and quality.”

Helpful Report

Posted 4 years ago

“I ordered a large Poinsettia which was delivered today. The plant was very nice but had two stems completely broken off and still inside the carrier box. The box was supposed to have protected the plant in transit but clearly the handling was too rough for it to be effective. A lesson learned I fear. Next year I will do what I did last year which was to buy a plat from Lidl. The plant was excellent and completely undamaged. It was also very much cheaper.”

Helpful Report

Posted 4 years ago

“Had some roses sent to my mum for her ruby anniversary, they were supposed to be delivered at 2pm they arrived at 6.30pm. They were dumped at a back door of the hotel, i had to phone the hotel to go and look for them. The flowers and chocolates got soaked as it was raining, the bag and box were all ripped! Absolutely awful for £55! Second time this has happened! I sent roses to my sister 2months ago and they got left on her doorstep. Would of ordered of interflora or next instead!”

Helpful Report

Posted 4 years ago

“Ordered flowers to be delivered 23 December as part of a Christmas presient. Delivered 2 December ruing the surprise. Customer service contacted not bothered to reply to email.”

Helpful Report

Posted 4 years ago

“I ordered a flower delivery for my daughters birthday during lockdown and they were never delivered. They gave a feeble excuse that DPD could not deliver to the timescale so gave up because they were perishable”

Helpful Report

Posted 4 years ago

“Ordered some items on a buy 3 and get 4th free. Only 3 arrived so when I used on line chat they said only 3 had been placed in my basket then hung up on me. I returned to their site and placed 3 items in my basket, then added an extra one - lo & behold, 4 items in my basket but only 3 charged for. M&S please note, dont advertise buy 3 and get 4th free,to avoild confusion just say buy 4 and get one free. and get your agents some customer service training.”

Helpful Report

Posted 4 years ago

“Still no delivery, it's my birthday and it's now 5pm, rubbish, won't order again Rubbish time slot”

Helpful Report

Posted 4 years ago

“Ordered a flowers, chocolates and wine gift to be delivered to my friend on her birthday. Nothing arrived. I phoned customer services to be put on hold then cut off as it was I guess "home time" as it was just before 8pm.Used the virtual chat to have the person who introduced themselves to me and was going to help just leave the chat. Called this morning and got a refund. I won't be using M & S again for delivering flowers.”

Helpful Report

Posted 4 years ago

“Ordered flowers on a Friday to be delivered Monday for a friends birthday. They arrived Monday at 7pm. Very disappointed. My friend thought I had perhaps forgotten & made a last minute attempt to send her flowers. Would not recommend M&S flower services. Very disappointed as shop weekly M&S at Rushden Lakes.”

Helpful Report

Posted 4 years ago

“Just had a delivery of yellow roses in a planter from a relative who knew we were having a rotten time they were just left on the doorstep luckily they weren't pinched but when opened the roses were out of their pots,compost everywhere and the roses had heads fallen into the bottom of the box”

Helpful Report

Posted 4 years ago

“Flowers never arrived although courier tracking said "in transit". Was told I would be text with updates on delivery but that didn't happen. M&S customer service telephone service was worse than useless. No empathy. Just refund or redelivery. No offer of small credit for inconvenience for another purchase/delivery etc. Just reading from a text book and felt they weren't listening to me at all. Order was for friend who needed support on that particular day so redelivery was not an option and a little something towards another order would have been nice. Just felt that M&S could not care less which is incredulous in this current climate. Expected more from M&S and will not use again. Zero stars from me!!”

Helpful Report

Posted 4 years ago

“my daughter just received a bunch of sopposedly fresh roses from a friend via your services, she has just lost her husband and when opening out the bunch which looked lovely, the petals of the roses began to fall off, meaning they have been doctored to look like buds by removing the old petals. Shame on you Marks and Spencers, we have and always support you. Now leaves alot to be desired.”

Helpful Report

Posted 4 years ago

“I ordered the Autumn Elegance Bouquet for my mother's birthday. The tracking says delivered 2nd November2020. There has been no delivery. Marks and Spencer have not responded to my email. Very disappointing. I have now ordered flowers from interflora.”

Helpful Report

Posted 4 years ago

“Shocking I ordered a bouquet Prosecco and chocolates for a family members 40th. They were not delivered when I contacted M and S the best they could was refund the money. They said they they couldn’t contact the carrier due to Covid!! Email or phone do not involve exposure to Covid!! When I asked for number/ email they said they didn’t have one. I asked well if your carrier lets you down how do you contact them ‘ I don’t know’was the response. Absolutely disgusting customer service and I shall never use this service again and will be telling all my friends.”

Helpful Report

Posted 4 years ago

“Rose and Seathistle bouquet delivered yesterday 24th October as gift for my retirement. On opening box roses were brown on edges leaves broken, some petals wrinkled. Seathistle soft droopy. Chrysanthemuns several petals falling off and others drooping. These would have cost the sender a lot of money. Not the quality I would expect from M&S.”

Helpful Report

Posted 4 years ago

“Friends ordered a planted basket for me after I came out of hospital and the first delivery the plants were out the basket and upside down!! Another basket was sent and was supposed to have apology chocolates. The second basket had soil coming out and damaged plants and no chocolates. I am an ex florist and I was disgusted with the appalling deliveries.”

Helpful Report

Posted 4 years ago

“I ordered the Collection Rose & Seathistle bouquet to cheer myself up as quarantined for 14 days. At £35 this bouquet should be top quality. They arrived on time, but straight away you could tell the flowers were not going to last the roses were brown at the edges and fully open and slightly droopy, and the sea hollys looked sorry for themselves . However, I followed the instructions to the letter, hoping, they would perk up. Five days later after refreshing them several times and fresh water and food, and it is fait to say they are on there last legs. It's almost like these flowers were just picked off the shop floor and had been there several days already. I am disappointed about the quality, which does not match the marketing hype. Fresh Flowers, should be at there best when delivered, and give pleasure for a minimum of 7-10 days.”

Marks & Spencer 1 star review on 19th October 2020

Helpful Report

Posted 4 years ago

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