Marks And Spencer Reviews

Name: Marks And Spencer
Address: Waterside House, 35 North Wharf Rd, London
Rating: 2.80

2.8 Rating 2,281 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,281 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 46%
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

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

“When purchasing clothes from store staff should inform customers of date for refund I’m aware it’s on the receipt but be aware if you are over the refund date don’t ask If anything can be done about you will be very embarrassed”

Helpful Report

Posted 3 years ago

“My bad experience was with the School Shop online. My first order I measured Mt son using the measurements on the site when item arrived all were to small. I did not have the returns label as stated so I had to email to get this and print it out myself. It took over 2 weeks to receive my refund. I then re ordered correct sizes but this ti e I received the wrong colour Rugby top(there's not even an option to chose a different colour as it's a set colour for the school) and the shorts thus time were to big so I had to return again and no returns again so had to email. I have now been waiting for 4 weeks for my refund I have been told its been issued this has caused myself stress and I will definitely not be using the School Shop again...”

Helpful Report

Posted 3 years ago

“How about YOU take responsibility for the couriers that you use. They come top of the list for the worst service and highest amount of pilfering. You did express regret at what has happened but surely you have some control over how things are delivered!”

Helpful Report

Posted 3 years ago

“Appalling customer service during a dispute over floral delivery”

Helpful Report

Posted 3 years ago

“I've been to their St ann store, took the wrong size by mistake, went the next day to exchange one of the 3 trousers to the right size, staff didn't give me a new receipt for the new trouser so I assumed that when you change size they don't give you a new receipt. 2 days later I noticed the trousers' fabric are rubbish and colour is leaving marks on my skin and other clothes as well so I decided to return the trousers, staff and manager refused to return the one that didn't have a receipt although it was staff mistake that she didn't give me a receipt, instead of the manager apologising for her unprofessional attitude and investigates further he spoke rudely and threw the trouser on the floor in front of all customers and said I'm the manager and I'm not returning it that's my decision if you don't like my decision call customer service. I did and they said they opened an internal investigation but I don't believe them plus eventually they send me a gift card not my cache, I had to take responsibility for their staff mistakes, M&S are desperate for any client and couldn't handle the loss of £30, they tried everything to keep it in store, rubbish store, rubbish management, rubbish products, hope they close soon, don't go there and save your money”

Helpful Report

Posted 3 years ago

“Read the reviews on TrustPilot regarding Torquay”

Helpful Report

Posted 3 years ago

“I ordered a set of bed linen yesterday. Today I picked up the package from the store. I got home and washed them and when I laid them out to dry I noticed that a pillowcase was faulty (the material was falling apart on the seam). Very disappointed thinking it wasn't cheap at all. I wouldn't give them a star if I could, considering I paid a lot of money for a rubbish.”

Marks And Spencer 1 star review on 23rd June 2022

Helpful Report

Posted 3 years ago

“I bought 2 packets of Footsies. I have a size 8 foot. These barely fit me & won’t protect my shoes from sweaty feet in the hot weather. Shame on you M&S. You no longer look after your customers.”

Helpful Report

Posted 3 years ago

“M & S cannot be bothered to pick up returns then don't bother information customers how else to do a return. No apology given, no explanation, no compensation. Just rude staff and no offer of alternatives. Won't be using M&S again”

Helpful Report

Posted 3 years ago

“I would like to express one of my worse shopping experiences I had i.e with M&S. I bought two pairs of jeggings from the store (Bangalore Phoenix Mall ), I was so excited when I bought that but gradually it is casted down as it spilled out it’s inferiority. After 4 washes fabric has started to peel off and soon it became a showcase piece as it is no damn good to wear. When I tried to address the same on customer portal, I have experienced the robberish behaviour of the executives trying some mockery activities on me to divert. The best shopping experience, the best customer response I wouldn’t like to experience again. Even though it has clear quality issue no action is taken at store and customer care serves after several visits. As per M and S only 35 days your product will be good after that, they will not take any concern. This is said to be one of the top best brand which is totally worse now.”

Marks And Spencer 1 star review on 13th June 2022

Helpful Report

Posted 3 years ago

“My 85 year old mother regularly shops in South End Green NW3 Marks And Spencer as usually it is worth paying a little more for the extra quality. Yesterday I when I saw her she said that she was very upset with the Cox apples she bought as three of them were so bad that she had to throw them away. The apple she kept was also bruised and I said that we would take it back, thinking Marks and Spencer are very good to their customers and would replace the apples. I spoke to the Store Manager at South End Green and was very disappointed when he said that all he could do was to throw the bad apple away as my Mum did not have her receipt. When we got to pay for the shopping we were buying the kind lady serving us at at the till recognised my Mum and said to me how sweet my Mum is and nice to meet her daughter, I showed her the bad apple and explained the situation and she was also surprised at the manager's decision, saying that she would have replaced the apples. i must say that although the new packaging is now more sustainable and does not use plastic it does make inspecting the apples very difficult to check for damage, bruising etc. I realise that the cost of apples are not an expensive purchase (although my Mum is very careful with her money) but I was more disappointed with the attitude and response of the Manager and his poor customer service.”

Marks And Spencer 1 star review on 12th June 2022

Helpful Report

Posted 3 years ago

“Order 306-0038367-9743955 I keep tracking and there is no change in info. After a month the tracking still says the same “ORDER DELAYED”. It is proving impossible to contact you about this order. You are simply ignoring my messages.”

Marks And Spencer 1 star review on 10th June 2022

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Posted 3 years ago

“An absolute joke, ordered some formal shirts for an occasion and paid for delivery, still not here and tracking cant tell me where they are”

Helpful Report

Posted 3 years ago

“Honestly the WORSE customer experience I've ever had from start to finish. Ordered 30 mens tees for £180 for summer holidays The took full payment BEFORE they even dispatched which is illegal A bag arrived with 29 tees balled up like used rags and shoved in. The tees were wrinkled and some even dirty - they appeared to be returns. After spending days trying to speak to customer service on the phone (they intentionally try to stop you from getting through) I explained the unbelievable state of the order. The agent refused to send a new order and initially wanted me to go into a store to return in person. This is an ONLINE order! After much debate a superior agreed to collect the order. I sent the order back and emailed photos as attached as evidence. EVERY email I sent to chase up was replied no knowledge of this entire problem, they have no cases nor history on the account. AGAIN this is an ONLINE ECOMMERCE ORDER! Utter confusion with each email, finally I am getting my refunds BUT rather then one for £180 I am getting tons of small refunds (reason who knows), loads of emails and text messages The company is actually less efficient than the NHS and that's the bottom of the barrel. M&S staff from the warehouse packers, customer service agents and refund processors are disorganized idiotic morons who none of should be working in eCommerce. DO NOT USE THIS COMPANY ONLINE AS THEY DON'T KNOW WHAT THEY ARE DOING THEY SHOULD BE SHUT DOWN BY THE GOVERNMENT FOR BREACH OF TRADING LAWS AND LACK OF ANY CUSTOMER SERVICE.”

Marks And Spencer 1 star review on 7th June 2022

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Posted 3 years ago

“One of the worst services and very unprofessional. I wanted to give 0 star I ordered pyjama and the moment I received it I requested for the return. Nobody picked up the item and for one return I called them and emailed them hundred times. Marks and spencer is one of the unprofessional company. They just want people to buy but they don't respect their policies. They can lie to any extent someone will come to pick up today if nobody will come to pick up we will refund your amount by next week then they will stop responding to your calls or emails. WORST CUSTOMER SERVICE - They know how to waste customer time and money Don't waste your money on buying stuff from such an unprofessional company otherwise you will never be able to return if something is wrong and you will be stuck with that item forever .”

Helpful Report

Posted 3 years ago

“I received my it’s lot of flowers for my birthday most were dead or very near contacted M&S said how disgusted l was sent photos just received replacement absolute rubbish crushed drooping disgusting state don’t buy M&S flowers that’s all l can say”

Helpful Report

Posted 3 years ago

“Absolutely disgusted with the flowers I've ordered. Leaves are drooping and petals are dead. I will not order with you again.”

Marks And Spencer 1 star review on 4th June 2022

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Posted 3 years ago

“the combination of Marks and Spencer online ordering and Hermes/Evri delivery is simply dreadful. Of the last orders I have placed, one parcel never arrived, one parcel arrived late, and one parcel wasn't even something I had ordered. Im still waiting for the unordered item to be collected by Hermes/Evri, which should have been 2 days ago. M and S customer service is a waste of my time too. I would give no stars if that was possible.”

Helpful Report

Posted 3 years ago

“Mixed Vegetable Masala worst I have ever had. No taste of spice whatsoever and on the sweet side. Very bland and definitely needed salt. Wish I hadn't bothered. Just put it in the bin.Waste of time and money. The pilau rice was ok.”

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Posted 3 years ago

“Shopped at marks Spencers for over twenty years then made a big mistake by saying I thought this supervisor was attractive it got back to her and she told all her colleagues that’s the man that fancy me what do you think 🤔 she even pointed me out to her daughter which was worrying when she released I wasn’t interested she got me banned from the store I feel so sorry for her husband he seems a very nice man I would never take a another man’s wife dose he really think I was band for giving staff cards for there customer service all her lies should say it all”

Helpful Report

Posted 3 years ago

Marks And Spencer is rated 2.8 based on 2,281 reviews