Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.09

2.1 Rating 1,255 Reviews

24 %

of reviewers recommend Marks & Spencer

Company Reviews

Questions

Metrics

2.1

Based on 1,255 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

“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 5 days 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 2 weeks 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 weeks 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 1 month 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 1 month 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 1 month 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 1 month ago

“Kelly Hoppen flowers were half dead on arrival, customer service was appalling, will not use M&S online flowers again”

Helpful Report

Posted 1 month ago

“in a rush to buy grandmothers birthday flowers all the flowers were dead had to buy the closest ones to being alive, i’d rather go to aldi and get cheap ones.”

Helpful Report

Posted 2 months ago

“Was not able to select a delivery day. According to the dates shown. I would have had to wait four weeks. I needed to have it sent within a couple of days. Tried several times. Order cancelled as a result. Will use another accessible service. Very disappointed.”

Helpful Report

Posted 2 months ago

“Some of the flowers were mouldy and dying and some of the roses were rotten underneath the flowers and the petals fell off. I was only able to keep half of the flowers my daughter sent me for my birthday.”

Helpful Report

Posted 2 months ago

“Appalling service. Ordered flowers, fizz and chocolates 3 days before to be delivered for my wife's birthday. Not contacted by M and S till after 2pm on the dat to say they would not be able to deliver. Casually offered a refund - they could not have cared less. I am disabled so cannot get into town to buy something. Dreadful customer service. So angry. AVOID M&S!!”

Helpful Report

Posted 2 months ago

“Avoid avoid Avoid. Ordered 100 white roses for my wife to celebrate our 40th anniversary. Only 33 stems were delivered and the white roses have a brown looking stain around the edge of petals. M and S have refunded. Offered £10 compensation. They have ruined my surprise. After years of using them I will never use them again.”

Helpful Report

Posted 2 months ago

“We have just received a rose bouquet and half were wilted or dead.These were sent to my daughter who is quite poorly. We really didn’t want her to see these, in case it upset her. After a long discussion with 3 people at M&S customer service, they insisted they must speak with her, and l did try to dissuade this, but they insisted. She was very ill in bed resting after 2 long days in A&E and hospital. I became quite upset all to no avail.The whole experience was stressful and upsetting and not something I would have expected from M&S”

Helpful Report

Posted 2 months ago

“The delivery time was way too late. Between 17.50 and 18.50 They eventually got delivered at 19.05 Which is so late when it's a Birthday present. The state of the flowers was shocking Today has been super hot 28 degrees and it looked like the flowers have been in the delivery van all day in the heat. Embarrassing Just not good enough M@S”

Helpful Report

Posted 2 months ago

“Had a bouquet of all white flowers and cheap vase delivered of my son and daughter in law as a gift after losing my brother ..they where so disgusting and cheap looking and he paid 35 pound for it ..lasted 3 days..very disappointed...this is the 2nd lot I've had and been disappointed..first lot they replaced but dont want to tell my son again. To complain as it would upset them after a traumatic bereavement..you need to buck your ideas up mands”

Helpful Report

Posted 2 months ago

“Took delivery of flowers yesterday V ery poor and wilting already”

Helpful Report

Posted 3 months ago

“I had a yellow rose trough basket delivered for my retirement gift from my friend.I am very disappointed with it because it has not even lasted a week.”

Helpful Report

Posted 3 months ago

“received roses from m and s four days ago they were all well opened and are already starting to wilt kept in a cool room these had been sent to me as a gift”

Helpful Report

Posted 3 months ago

“I bought a patio rose which was supposed to be yellow with red tinges. Those roses which haven’t simply died look pale, artificial & dried. I have pretty green fingers & have given this one my best but it’s so underwhelming I’m considering binning it.”

Marks & Spencer 1 star review on 3rd July 2025

Helpful Report

Posted 3 months ago

Marks & Spencer is rated 2.1 based on 1,255 reviews