Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.09

2.1 Rating 1,276 Reviews

24 %

of reviewers recommend Marks & Spencer

Company Reviews

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Metrics

2.1

Based on 1,276 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 17th January 2026

Sarah

Marks & Spencer 1 star review on 16th January 2026

Graham G

Marks & Spencer 1 star review on 18th September 2025

Anonymous

470

Anonymous

Anonymous // 01/01/2019

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

“My husband sent me a dozen red roses for Valentines. On arrival there were only nine roses. Got in touch with customer services who replaced the bouquet. The second bouquet had one broken rose head and four roses out of the original bouquet were drooping after three days. We are currently looking at another order sent to my granddaughter of twenty roses when twenty four were ordered and paid for. Firstly, it’s not difficult to count to twelve or twenty four and In can only conclude that this deliberate. Secondly, the quality of the first bouquet of roses was poor. Only nine delivered, only five serving after three days. My husband is under strict instructions not to order from M&S again. Not what you would expect from M&S.”

Helpful Report

Posted 3 days ago

“Got flowers for a friend delivered wasn’t pleased at all nothing like the picture . Disappointed”

Marks & Spencer 1 star review on 8th February 2026

Helpful Report

Posted 1 week ago

“If I could give negative stars I would. I have just bought 2 bouquets (£6.50 each) of tulips to cheer my husband up who has just come out of hospital. I got home and unwrapped them and most of them are rotten g going mouldy. I have never been so disappointed with flowers, they are better quality from Aldi!! They were not even in water in the shop, which should have rung alarm bells, but the lady on the till said if I cut an inch off the bottom, they'd last at least a week. If they last a day, I'll be impressed. What a waste of £13. Petals falling off already.”

Helpful Report

Posted 1 month ago

“Flowers were delivered on a Saturday afternoon and by Wednesday evening they were drooping and the heads were starting to drop off. Apparently they only guarantee 5 days which I think is pretty poor. The customer service representative was most unhelpful and just kept referring to the 5 day guarantee. I will not be using them in the future as I believe others suppliers produces last much longer”

Helpful Report

Posted 1 month ago

“Ordered flowers for my sons anniversary the app said they would be delivered first thing in the morning between 10-11 it’s now 8.30 pm still not arrived certainly won’t be using M&S again carrier is DPD which doesn’t have good record”

Helpful Report

Posted 1 month ago

“We had flowers delivered from.friends after our son died. There was no paperwork to say who had sent them out. I phoned their customer service team to ask if they could help to find out who had been kind enough to send them. I was advised to "reach out" to friends and family to get the answer we wanted. Imagine phoning friends and embarrassing them when they had to say it wasn't them. We didn't go down that route! It was only when our friends who had sent them phoned us to ask whether we had received the flowers. They were left on our doorstep and were not in very good health when we got home! This happened back in August. I now need to send a sympathy bouquet, but definitely won't use M&S”

Helpful Report

Posted 1 month ago

“Avoid not worth the hassle. Flowers delivered a day later than nomintated day. Missed my wife’s birthday. Delivered 36 hours later than agreed. I sent four emails to m and an and didn’t receive a reply. Today after a call they offered £15 refund. Get a grip. Never again.”

Helpful Report

Posted 1 month ago

“I was sent a gift of flowers on Wednesday, which included roses and by Friday the roses had wilted. Now looking very, very sorry for themselves.”

Helpful Report

Posted 1 month ago

“Sent roses to a sick friend very poor dead after 2 days shocking”

Helpful Report

Posted 2 months ago

“The delivery driver just dumped them on the front step and made no attempt to ring our electric front doorbell. Oh my intercom system. This has happened before and we will not be ordering again until this has been sorted out once and for all. I blame the delivery service.”

Helpful Report

Posted 2 months ago

“Flowers delivered at 9.40pm to an elderly lady who lives on her own and is recovering from an operation! Absolutely appalling service! Rang customer services to complain, advised no refund would be given as the flowers were still delivered on the confirmed day regardless of the time!”

Helpful Report

Posted 2 months ago

“Dear Sir/Madam, I ordered flowers on 29.9.25 to be delivered to my son and daughter in law on the anniversary of them loosing their baby daughter. Flowers were left on the pavement!!! and stolen. Appalling service. No apology from customer service!!!”

Helpful Report

Posted 3 months ago

“Absolutely disgusted with the state of the flowers I ordered for my friends birthday! £35, I wouldn’t pay a tenner for them”

Helpful Report

Posted 3 months ago

“Flowers ordered for my elderly aunt were not delivered on the nominated day. I was informed they were out for delivery the following day but they failed to arrive. After several phone calls the next day to customer service, I secured a refund. Extremely disappointed with M&S, will not be using their flower delivery service in the future.”

Helpful Report

Posted 3 months ago

“Wish I had read the reviews before ordering!! Absolutely appalling service. Ordered a beautiful bouquet for a family birthday yesterday. Firstly, these delicate flowers were shipped via DPD - if they ever turn up heaven knows what state they’ll be in!! I kept getting email updates referring to the flowers as ‘your parcel’ - doesn’t give you confidence! Needless to say they were not delivered on the birthday. Customer service arguing that ‘they will be delivered today’ - hardly the point!!! I had to escalate my complaint to get any kind of helpful response, a refund has been issued. But in my experience you cannot rely on M&S any longer. So disappointed.”

Helpful Report

Posted 4 months ago

“I bought 2 lots of flowers simple white roses, bought to do buttonholes and a bouquet of pink avalanche roses. No traditional type flower carry bag available to transport home. After a journey on public transport, they looked slightly sad. I looked at them this morning, and every rose has slight damage at the rim of the flower. WHY CANT YOU SUPPLY AN APPROPRIATE CARRY BAG. Your paper carry bags are totally useless for this job. The white are unusable for buttonholes and the expensive avalanche will be hidden in a very large arrangement”

Helpful Report

Posted 4 months ago

“APPALLING ordered Flowers, Champagne & Chocs for my neices 30th Birthday- they were never delivered and I was not informed even though m&s and courier had my number! The tracking info did not work & I only found out it was not drlivered because my family notified my thinking I had forgotten her birthday! Of ALL the services I could have picked for this, I picked the worst! Customer Services gave no solution, did not attempt to resolve the problem and all I could do was (hopefully) get a refund! Wow. Just AWFUL service! Avoid!”

Helpful Report

Posted 5 months ago

“My partner sent me roses for my birthday today he does this every year I have always been happy with them. This year they were not up to scratch- tiny bunch of singed roses. Neither of us would have chosen them from a store and we are really disappointed at what arrived. The customer service department at M &S basically couldn’t be bothered they told us to ‘leave them to grow for 3 days - what has happened to M & S? We will never shop for flowers there again - the reviews are shocking - shame on them. Pics below - advertised and actual Back to Waitrose for us - stunning flowers.”

Helpful Report

Posted 5 months ago

“Do not order M and S flowers. Ordered yesterday for a friend’s birthday and paid for next day delivery. Flowers not arrived which is extremely disappointing. What makes it worse is after eventually getting through to customer services, just told it says at depot, no explanation as to why not delivered, and a refund will be with me in 3 - 5 days. No offer of trying to resolve it. Next, Interflora much more reliable and understand how to resolve poor service. Unfortunately, my review doesn’t sort out disappointment for someone on their special day. Thanks M & S”

Helpful Report

Posted 5 months ago

“I placed a flower order on 12/9/2025 I contacted M & S to amend the delivery date as the person they were going to had made plans and wouldn’t be there. I requested the date be changed from 17/9/2025 to the 21/9/2025 and they stated it wasn’t possible to do that. I requested to cancel my order and again they stated that wasn’t possible either. I wouldn’t have thought giving a company 5 days to amend a delivery date was unreasonable .The advisor said there was nothing she could do I wasn’t given any options at all . Very poor customer service service and was quite surprised by the outcome of the call.”

Helpful Report

Posted 5 months ago

Marks & Spencer is rated 2.1 based on 1,276 reviews