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

“I had ordered flowers and champagne as an 80th birthday gift to be delivered today to someone very important to me. M and S damaged the gift in transit and informed me at 12 pm today, giving me the choice of a refund or delivery on a new date. I spent the next hour talking to 3 different people who were emphatically not willing to look at any option for being able to make this right for me. I asked to speak to the head of the “elevation” department, the director of customer care or the CEO and was repeatedly advised that none of these people are customer facing and (apparently) do not EVER speak to customers. I suggested several alternatives, including sending any nice bunch of flowers and bottle of wine from any store as a replacement for the damaged gift, but was told (also) emphatically that this was also not possible, even though five hours of the working day remained. I have been a loyal M&S Customer for decades. I chose M&S to deliver my gift when I had hundreds of other options. I think the way my request for help was handled today was truly awful and M and S customer care is woeful.”

Helpful Report

Posted 6 days ago

“I ordered flowers for my sister for a day that is very special to her concerning her late husband. She was expecting the delivery so waited in all day, turning down an offer to go for coffee with a friend. I had a message to say that the 'parcel' was delayed. This may have been OK if the parcel had been an item of clothing or other non-perishable goods but surely not for flowers. For one thing, flowers are often send for a special day and they droop very quickly. They arrived the next day which completely ruined the occasion.”

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Posted 1 week ago

“Rushed into my local M&S mini-store for a couple of items. Had an empty transparent carrier bag, so popped the couple of small items in there. On my way to tills to pay, when accosted by an M&S lady, thrusting an empty wire basket at me - telling me in a stroppy manner, to use it, instead of my clear carrier bag. No signs anywhere stating this. 'Chief Executive & 'Customer Relations' then lied about what happened. M&S gone downhill!..I won't shop there again!”

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Posted 3 weeks ago

“Went into M&S in Charlton on the off chance that I could be measured for a new Bra. A lovely lady named Sayra had some time before her next appointment so kindly sorted me out. She was very helpful. I left with 2 Bras. Very happy with service. Thank you.”

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Posted 3 weeks ago

“IO visited the Handforth store on 21.04.26. I was looking for a picnic basket and Sheila, an extremely helpful member of staff took me under her wing and showed me all the items associated with picnics. I purchased the basket and plates and glasses and cutlery. Sheila should be commended for the way she assisted both my daughter and I(we even considered asking if Sheila wanted to come to the picnic). Excellent customer service and a credit to M&S.”

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Posted 3 weeks ago

“Online order, nominated day delivery 18th of March a gift has never been delivered, zero communication from M&S, no refund, no update, I have to call them and chase my order I paid for. Extremely poor and disappointing.”

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Posted 1 month ago

“Went to Colchester M&S on 10th Feb to buy some bedding and was very greatly helped by an assistant. I thought she was brilliant. Wednesday,11th Feb went in again and was buying food. I have a bit of arthritis in my knees and in beginning to struggle. One young lady assistant spotted this this and offered to help. She couldn't have been more kind , considerate and thoughtful. An absolute star . I do hope this review gets back to them . Their help was so much appreciated. Thank you . It makes such a difference”

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Posted 3 months ago

“Do buy any items that need authorisation at the self service checkout at M&S Peel Centre Barnsley. Staff are not interested in coming to your assistance to authorise the goods ,so you just have to leave them at the till and shop elsewhere.”

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Posted 3 months ago

“I've been shopping in Marks and Spencer's for 25 years plus very good food and very good for quality food is what I love about Marks and Spencer's and I always will shop with Marks and Spencer's absolutely quality food I do not mind pain £300 a month on food shopping”

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Posted 3 months ago

“Christmas 2025 I had booked a Christmas Eve food collection at M&S food hall Outlet Ocean Park, Burfields Road, Portsmouth, a couple of months in advance. On the day and time of the collection my husband was called for a Radiotherapy appointment, which obviously took preference in my commitments, but stressed me out. However I approached the Manager of this M&S food hall, a chap called James, and he was extremely helpful and arranged a stress free collection later that day. It was such a helpful and sensitive thing to do (in this day and age), so thank you James and the helpful staff at Ocean Park .”

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Posted 3 months ago

“I paid for next day delivery, and got notification that they coulnt deliver until next working day, which wouold be three days from me ordering I called customer services and after an extremely long wait, the operator tols me her line maager said no refund, unless it doesnt arrive on Monday. BUT THAT WOULD BE 3 DAYS LATE. i paid extra for next day for a reason .....”

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Posted 3 months ago

“⭐ 1-Star Review I am deeply upset and disappointed with my recent experience with Marks & Spencer. An order totalling £161 was placed using my payment card without my authorisation, and this has left me feeling completely let down by a company I once trusted. The fact that such a serious breach of customer security could occur is unacceptable. Because of this unauthorised transaction, I was forced to cancel my credit card, causing significant disruption and stress. What has made this situation even worse is the lack of clear communication or reassurance from M&S about how my refund will be handled now that the original card is no longer active. Despite reporting the issue promptly, I received no formal apology, no acknowledgement of the distress caused, and no offer of compensation for the inconvenience and anxiety I’ve had to deal with. The absence of accountability has completely shaken my confidence in using the M&S website again. This experience has been extremely disappointing and has made me feel like customer protection and care are not being taken seriously. I expected far better from a brand of this reputation.”

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Posted 4 months ago

“⭐ 1-Star Review I am deeply upset and disappointed with my recent experience with Marks & Spencer. An order totalling £161 was placed using my payment card without my authorisation, and this has left me feeling completely let down by a company I once trusted. The fact that such a serious breach of customer security could occur is unacceptable. Because of this unauthorised transaction, I was forced to cancel my credit card, causing significant disruption and stress. What has made this situation even worse is the lack of clear communication or reassurance from M&S about how my refund will be handled now that the original card is no longer active. Despite reporting the issue promptly, I received no formal apology, no acknowledgement of the distress caused, and no offer of compensation for the inconvenience and anxiety I’ve had to deal with. The absence of accountability has completely shaken my confidence in using the M&S website again. This experience has been extremely disappointing and has made me feel like customer protection and care are not being taken seriously. I expected far better from a brand of this reputation.”

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Posted 4 months ago

“I hardly ever buy ready meals and always cook from scratch, but on this occasion I thought I would treat myself to a quick tasty meal- oh goodness me - never again - what a waste of money, I ate just a few mouthfuls, then threw the whole meal in my food waste recycling bin, which I then took straight outside to be emptied tomorrow by the bin men, as the stench was awful. Described as “chargrilled chicken chunks and courgette in a creamy basil and mushroom sauce” This was NOT creamy, it was swimming in water not cream, and covered literally saturated in garlic. So strong that there was no other taste, was like eating raw cloves of garlic absolutely vile. I have tried 3 times to upload a photograph of the external wrapper but it will not load.”

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Posted 4 months ago

“I felt quite ill in marks and spencers Staines this afternoon I genuinely felt sick and thought I may throw up I was also quite visibly shaking I didn't know what was wrong with me so I asked a young man are there any customers toilets to which he replied no you got to walk to Costco or Next which was a good walk away so I said ok but carried on with my shopping when I got to the till I just could not hold my sickness anymore and asked the woman on the till could someone take care of my shopping as I felt very ill and again still visibly shaking I said ill have to try to get to Costco before I throw up and all she said was we can pop your shopping into the fridge while you go out and over to Costco I really do feel that I should have been offered the facilities in the rear of the shop I'm very disappointed in the staffs lack of consideration.”

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Posted 4 months ago

“Visiting a store to buy men’s shirts can be simple—unless you don’t know your neck size! Recently, I wanted to find a tape measure in an M&S store to check mine, but things quickly went downhill. When I asked for help, the first assistant sent me to the Paying Desk, then the second suggested the fitting rooms. At the fitting room, an attendant said he’d go downstairs to find one. After a while, he came back, apologising that the store didn’t carry tape measures. Frustrated, I raised my voice at the checkout, and suddenly, a tape measure was found. This poor customer service really spoilt my shopping trip. It’s disappointing to think I now have to travel to the Warrington or Manchester branches, even though there’s an M&S just a couple of miles away. Good service matters as much as the products we buy!”

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Posted 4 months ago

“I spent £93 on a turkey crown which was very poor quality. Very disappointed.”

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Posted 4 months ago

“Bad quality. My husband brought me a dressing gown costing £30 from M & S . However once I tried dressing gown on today I noticed the pocket half hanging off . My hubby and i was so Disappointed. The quality of the items have gone downhill so won't be purchasing anything from M & S again”

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Posted 4 months ago

“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”

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Posted 5 months 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 5 months ago

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Email, Telephone

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