Marks And Spencer Reviews

Name: Marks And Spencer
Address: Waterside House, 35 North Wharf Rd, London
Rating: 2.78

2.8 Rating 2,306 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,306 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 43%
Accurate And Undamaged Orders	Greater than 69%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Marks And Spencer:

Marks & Spencer are one of the UKs top department stores with a substantial range of products available online. All M&S clothing and home products are available through www.marksandspencers.com, as well as some online exclusive products.

Visit Website

Phone:

0870 6080505

Location:

Waterside House, 35 North Wharf Rd
London
W2 1NW

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Marks And Spencer 1 star review on 12th July 2025

111

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Poor Quality I have always purchased the black and white shoe trainers and they have been great. Used to pay £45 used them mainly for work. The new ones are £30 and really cheap and poor quality. I also purchased a pair of Autograph black and white more exspensive as expected but the sizing is all over the place. I purchased 9 but the actual size is nearer 10. Come on M&S set yourself aside from the race to the bottom in manufacturing, stick to your ethics and trade back up. Regards Chris”

Helpful Report

Posted 19 hours ago

“I have never had a bad experience at M&S until yesterday. I went to pick up a pre ordered pair of jeans. No customer service just a machine. I pressed help and the display said someone will come. I stood and waited no one arrived. Then another customer arrived used the machine. So I asked what to do. She helped me. Then a person arrived for the customer behind me. I said I was next. He said no your not, I told him he was mistaken. Still ignoring me, eventually he came out with my jeans. I have often ordered clothes via collection but I won’t do this again if no one bothers to respond to me asking for help. Store cortonwood Barnsley”

Helpful Report

Posted 1 week ago

“16.5 percent price increase on the 2 pizza meal deal. was £12 now £14...obviously Marks and Spencer's £512 million profit margin for 2025 was not sufficient for them. I'll be going to Aldi next time i think.”

Helpful Report

Posted 1 week ago

“Blatant Disability Discrimination & Corporate Evasion. If you want to see how a major retailer can systematically fail a disabled customer, try the M&S Menswear department in Manchester. My partner and I went in to the Market St menswear department simply to buy him a suit, which we did purchase and spent £320 on for the pleasure of being discriminated against. As a wheelchair user I was followed, treated as a suspected shoplifter, and spoken to in an openly hostile and intimidating way by a female employee who should have been helping us. My disabilities and access needs were ignored (we should have been helped to bring in different sizes, and when we did so ourselves given the total lack of help we were treated as potential criminals), my attempts to explain were dismissed, and a routine visit became a degrading, frightening ordeal. When I complained, it got worse. M&S relied on inaccurate, self‑serving and at points, in my view, plainly fabricated staff accounts, using pathologising and discriminatory language to describe me. They then conveniently “lost” the key CCTV footage that would have shown what actually happened. Rather than acknowledge any wrongdoing, they hid behind internal processes, escalated to their lawyers because I referred to breach of the Equality Act, and treated me as a legal problem to be managed away rather than a disabled customer entitled to truth, dignity and basic equality under the Equality Act 2010. They also included what I consider to have been plainly fabricated statements from their staff – especially the security guard who appeared to present himself as a manager, and who used language referring to disabled people in his statement that I would never use myself, which I consider further proof it was fabricated and which was not even dated. In my view, this entire incident was a clear breach of the Equality Act 2010, but M&S know very well that pursuing a claim is rarely worth the time, energy and financial risk for an individual – and they behaved as if they could get away with it. All their public talk about access and inclusion rings hollow when set against how they actually treat a disabled customer who dares to complain. The correspondence has been a masterclass in corporate evasion: no transparency, no accountability, no genuine investigation, no safeguarding, and no real understanding of their duties to disabled people. This is not a simple customer‑service blip – it is a deep, structural failure in how M&S chooses to treat disabled customers. If you value honesty, safety and respect for disabled people – indeed for all customers – think very carefully before shopping here.”

Helpful Report

Posted 2 weeks ago

“Yesterday we purchased a lasagne which was previously called the best a customer service employee explained that this was now superseded by Tom kerridge product which had also gone up in price from £9.00 to £10.50. To say we were disappointed was an understatement, the meat inside had no taste and looked like baby food which had already been purreed. Needless to say we would not been buying this again.”

Helpful Report

Posted 2 weeks ago

“I would put 0 stars if that were an option. Your website has been unbearably slow for the past six months, and it’s getting worse. Soon people will start shopping elsewhere, and then you’ll start to cry. Please either fix your site or close your branches. Thanks in advance.”

Helpful Report

Posted 4 weeks ago

“Ordered a Tailored Fit Velvet Blazer on line but opted for click and collect as I had had to return home delivered trousers a while back as they were badly creased. They looked as it they were just 'stuffed in the plastic bag for sending' Thus with that bad experience and the fact that clearly no thought was being given to protective packaging, I felt click and collect was a more secure packaging option. I had a 20 mile round trip to collect from the store so incurred fuel costs. My choice, fair enough as P&P for home delivery would have been free. I was 100% delighted getting home to find the jacket was packed in a jacket sleeve inside the plastic outer bag. So packaging was excellent, far from my previous experience. I would add that I have been a regular shopper at M&S for many years. The Velvet Jacket appeared far better than the web site photo. The fit was great but as I looked in the mirror I noticed the left arm lower seam was split open. There was evidence of stitching holes but the thread was missing. This rather suggests to me that who ever stitched the Jacket would have been aware of the stitching error which might have necessitated renewing the thread on the sewing machine. I appreciate that velvet does have a fine nap but a small section below the button hole on the front of the jacket was clearly scuffed as running fingers over it did not remove the nap marks and it had a slightly rough texture. I bought the jacket for formal use and such damage would never be acceptable so I will now have to face the 20 mile round trip again to return the Jacket to the store. I have rated the review at 2 Star primarily based on the very poor quality control for manufacturing as also lack of inspection pre packaging for despatching the order. I have now reordered the jacket again but risked home delivery knowing the jacket will be well packaged, as per the click and collect packaging and hopefully (fingers crossed) arrive in perfect condition and deserving of a 5 Star review .”

Marks And Spencer 2 star review on 14th November 2025

Helpful Report

Posted 1 month ago

“Just not happy with M & S now. Quality not what it was. What happened to the ladies classic section? I still have and wear garments from before covid. Also when visiting the Fosse Park store things seem to be all over the place.”

Helpful Report

Posted 1 month ago

“I visited M&S Brent Cross yesterday. Went to changing room to try some clothes. Floor was really dirty - hair and string and looked like not swept for many days. I didn’t try the clothes. Had a bra fitting appointment and the Sales Person took me to a bigger changing room - this one was very clean. Had a similar dirty room experience about 6 weeks ago but after looking at various cubicles had found one that was slightly cleaner.”

Helpful Report

Posted 1 month ago

“I just find m&s so frustrating to shop in. They never seem to have my size in anything. Doesn't matter it clothes,footwear, or bedding. You would think when you go to a huge store like Fosse Park, you would manage to buy something of the rail or from a shelf. Staff are helpful at M&S they will order your item on line. But why can't they have more size at the store you are shopping at. I find it inconvenient and frustrating 😒 I feel like giving up !”

Helpful Report

Posted 1 month ago

“STOP SELLING A BIT OF SWEAD IN A PACKET FOF £6.00 ABSOLUTELY DISCUSTING YOU SHOULD BE ASHAMED OF YOURSELF”

Helpful Report

Posted 1 month ago

“I purchased the Singapore noodles and it was the most disappointing meal l have ever bought from M&S. Over 50% consisted of a straw like substance which l guessed was the fine noodles,there was very little sauce with which to try and add some flavour to the aforementioned straw and only a few bean sprouts,prawns,pork and chicken.l finished up throwing it away.l have had many ready meals from M&S and l have always been happy with the content and flavour.”

Helpful Report

Posted 1 month ago

“Bought a bouquet of flowers to be delivered the day of our anniversary but arrived very late at night leaving me and wife very disappointed. I got one update on the day saying that the delivery would be later than expected, and that was it. Called customer service who apologised but didn't take responsibility for the missed delivery. Won't recommend this company at all.”

Helpful Report

Posted 2 months ago

“I am writing to share my awful experience at the M&S Café in The Ridings (Wakefield) and the appalling lack of empathy or accountability shown by M&S since. During my visit, I purchased a small M&S salad from the Food Hall and, along with my sister, ordered drinks from the café so that I could sit down and eat something to manage symptoms of my medical conditions, Fibromyalgia and ME. Shortly after sitting down, a member of staff abruptly told me I wasn’t allowed to eat my salad in the café due to “allergen concerns.” Her tone was rude and dismissive, which made me feel uncomfortable and unwilling to disclose my private health information. Later, a manager came over and said the real reason was actually “pricing mark-up.” We were approached a total of three times, despite explaining that I have a hidden disability and needed to eat quickly to manage my blood sugar levels and prevent worsening symptoms. The repeated confrontation left me feeling harassed, embarrassed, and ultimately unwell. To make matters worse, we were then told we were “barred” from the café despite having purchased café drinks and doing nothing wrong other than trying to quietly manage a health condition. I’ve since learned that the real reason for this rule is VAT-related, in other words, money. It’s incredibly disappointing that M&S prioritises tax rules over compassion and the well-being of customers, especially those with disabilities. Under the Equality Act 2010, businesses are legally required to make reasonable adjustments for people with disabilities. Allowing me to eat my small salad alongside the drinks we had purchased would have been exactly that a reasonable and humane adjustment. Instead, both the café staff and management failed to show even basic understanding. The manager was informed of my condition and the impact of the confrontation on my symptoms, yet still doubled down, forcing further interaction that made me feel worse. The email response I later received from M&S head office was equally disappointing cold, formulaic, and completely devoid of empathy. It showed zero concern for the distress I experienced or the potential breach of disability discrimination law. This experience has left me feeling completely disheartened. It’s shocking that a brand like M&S which proudly displays signs stating “Not all disabilities are visible” could act with such hypocrisy. It’s clear that compassion, common sense, and respect for disabled customers are nowhere to be found in their policies or their training.”

Helpful Report

Posted 2 months ago

“I shopped at m&s outlet store Perry Barr for the first yesterday, and all the staff were pleasant, but one stood out James he helped me on self serve and packed my bag made sure I had got all my belongings before leaving very well mannerd”

Helpful Report

Posted 2 months ago

“Marks and Spencer in Ipswich is lovely; well stocked, good lighting and easy to access. I used the bra fitting service after being dazzled by the number of different styles and fittings available. I just wanted so9mething that fitted correctly and was comfortable. I booked an appointment online and Zoe immediately took me to a large changing room where we could both fit with ease. She measured and asked a few questions and then went to find a selection of bras for me. SO helpful. She left me to try them on and checked the fit. It was all very easy and nothing to be embarrassed about. I left with 5 bras in colours that I might not have considered and feeling confident that I was wearing the right size! I would highly recomment the fitting service with special thanks to Zoe for excellent customer service.”

Helpful Report

Posted 2 months ago

“I was extremely disappointed and disgusted with the absolutely poor service received from Marks & Spencer. I ordered some wine and chocolates for a dear friend at least eight days before her birthday for delivery. I got one update on the day saying that the delivery would be later than expected, and that was it - I am still waiting three days later for the delivery. I decided to cancel the order as I imagine it may arrive on my friends' birthday in September 2026 - what a let down!! - Never again.”

Helpful Report

Posted 2 months ago

“Bought 2 cartons of chunky chicken mulligatawny soup.. The 1st one had no chicken in it whatsoever and the second had 2 small pieces of chicken.. Big letdown certainly not chunky chicken at all even though the soup itself was tasty.. Wont be buying again because i would need to add my own chicken as these 2 items were lacking badly.”

Helpful Report

Posted 3 months ago

“I am visiting a friend in Plymouth. We always shop at M&S. We went Torquay to see my brother for a few hours due to him having to leave for work so time was of the essence. We went to have tea and cake in the restaurant and the que was very lengthy. All self service apart from drinks and payments. Two staff were holding the threshold and were very slow. We stood for 30 minutes. Very difficult for us as we suffer with mobility issues. Not a nice experience”

Helpful Report

Posted 3 months ago

“Change in cooking for Duck Legs very poor. Increase in price and complete faff to cook. Will not buy again! Not worth the extra work and no tinfoil tray included which means more washing up.”

Helpful Report

Posted 3 months ago

Marks And Spencer is rated 2.8 based on 2,306 reviews