Marks And Spencer Reviews

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

2.8 Rating 2,282 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,282 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

“Just spent a whole morning trying to place an order online with a one4all gift card. I was finally told that I have to spend the exact amount that is on the card (not a penny more or less), or I can't use it. How ridiculous! Do M & S know how difficult this is? I'm ordering from somewhere else instead.”

Helpful Report

Posted 3 years ago

“went in and got myself a chicken pie must be the worst pie i ever had. even the dog didn't want it. won't make that mistake again there prices have gone through the roof they will start to lose customers with standers like that. love this shop but the food is getting like clothing very poor”

Helpful Report

Posted 3 years ago

“Complete scam and sham of a company. Been waiting for three weeks for an order or refund. No response from anyone in customer services. Moreover they aren't ethical and use slave labour as well as support Israel which I only recently discovered. Disgusting. I want my money back or my clothes. Not sure why that's so hard to organise.”

Helpful Report

Posted 3 years ago

“My wife asked me to return an underwear set she had purchased that did not fit. Totally forgot!! Went in and was told the return date had passed. Asked for a Manager who simply said the policy was the same as Primark. Called complaints line and got cut off twice!! Emailed HO and they replied using someone else’s surname. What is going wrong with this National Treasure of a company we all once loved”

Helpful Report

Posted 3 years ago

“Ordered a 3 piece suite. The salesperson wrote the height and dimensions specifications on the order form. When it arrived the sofa is much higher than the chairs and not the specifications we were given. M & S are not prepared to put this right. They say specifications are correct even though they are not what the salesperson gave us. If she made a mistake that's their fault not ours and they could at the very least acknowledge that. In addition the delivery men made a mess of putting the feet on and m & s had to send an independent company out to fix this. Very disappointed will not be buying from m&s in the future”

Helpful Report

Posted 3 years ago

“The security at Brent Cross is the worse. I have shopped there quite a lot. The security play a lot of games with each other x it's the main security man at the back of the store. He target customers falsely x play games with the security on the floor making fun for themselves x behaving like they are in kindergarten, very unprofessional. They need to stop playing game's with people's lives x let them shop in peace. I never witness this in any other stores or supermarket's. I have never x have no intentions of taking anything from a store without paying for it. This has been going on for a long time x it needs to stop. They make you feel like a criminal x if it was done to them, they would be protesting.”

Helpful Report

Posted 3 years ago

“I tried to order flowers and twice my delivery address is not excepted and twice I have spoken to someone in Customer Services. All I keep getting told is check in 24-48 hours. Sorry Mum no flowers from me well definitely not from M&S.”

Helpful Report

Posted 3 years ago

“I went into Sauchiehall Street store on Sunday to purchase face oil. There were no assistants I had to find someone who was not at all helpful. The product I wanted was not there so I chose an alternative. There was no tester …I opened the lid and sprayed a TINY amount on the back of my hand an a voice shouted ‘you can’t try that it’s not a tester’. I apologised and said I would buy it but another assistant came up to me at the payment desk and said ‘right where did you put the face oil’ as if I was a shoplifter. Her attitude was appalling as there were other customers there. I left the bottle in the shelf and paid for a jumper. The same assistant said ‘ I’m going to get the manager’ who didn’t bother coming anyway. I felt absolutely furious I am a pensioner and have worked with the public all my days and have never spoken to anyone like that. I understand this store is closing so I hope the staff are retrained in customer services before being transferred.”

Helpful Report

Posted 3 years ago

“Customer service is absolutely dreadful. A clothes order that I had made for home delivery did not arrive. It was saying the item had been delivered the day before, but unfortunately not to me. It took me many attempts before I spoke to online customer service, firstly I gave up because it was obviously robotic then transferred to a name of someone who just disappeared! EVENTUALLY I found the number to call. Obviously a call centre not in UK. Seemingly my order had been delivered to an address with a white door and a carpet, a man answered. I am a woman, grey door! I'm asked what door number can you see? No answer! Item resent but still not arrived! Ridiculous. Sort your customer service out M&S. Amazon is superior. M”

Helpful Report

Posted 3 years ago

“Shopped at marks Spencers for many years then to my horror two very tiny members of staff accused me of something I had nothing whatsoever to do with I was very shocked and upset that someone at supervisor level would lie. all I can say is certain staff at Sainsburys have been so helpful and very nice to me when I shop there my solicitor advise me what I should do. but have say there are some lovely staff that work in marks Spencers and some of the food is excellent they tell me there’s a section manager one for crisp/milk/eggs/toilet rolls/and even slippers”

Helpful Report

Posted 3 years ago

“Very bad experience. Will never make any purchase online with M&S. They have cancelled my order without taking my consent and without informing me. I get to know this only once i make a follow up call enquiring on the delay for my purchase. Horrible!!!!”

Helpful Report

Posted 3 years ago

“Brought the peppered mackerel fish, this fish has been dead for so long that when reheated the fish the whole house will small, omg! really! M&S you suck when it comes to quality....”

Helpful Report

Posted 3 years ago

“I returned a watch that had let in water. The girl on the cash desk (when I explained what was wrong) stared at me as though I was from some other worldly planet. She never spoke once, never said for example 'oh sorry about that.....' NOTHING. She then turned to her colleague who must have told her to refund me and then said to me 'card'. I then said 'ah so you're going refund me?' Still nothing. She handed me the receipt back and still said zero. What a fabulous customer experience that was. It gets better. I went then to the food hall and went to the self serve cash desks. The machine did not have my item in 'look up'. Called the customer service button. I explain my issue. Assistant grabs the apple bangs it down on the table and enters it down as another item (which was much more expensive). When I objected she said I'm taking it off your shopping'. By the time several tills (inc mine) had crashed. It was chaotic. She marched off to another till with my shopping not speaking to me. At this point I'd had enough of M&S sh*t customer service and left the store. Seriously, M&S you have lost your way.”

Helpful Report

Posted 3 years ago

“Absolutely appallingly service from Leeds White Rose Went to try on bras and took a fair few with me. No one at the entrance of the changing rooms. Met the absolutely RUDEST assistant ever oh go in there number 3. Went in and despite her just coming out there was a dirty filthy facemask hung up. Carried on anyway decided on a pack of 3. Hung rest on the railing right outside the changing room i was in. Surprised to see RUDE assistant outside. Advised id left rest on railing i wanted these. Went to till to pay. 5 minutes later she DEMANDS i go to the changing rooms RIGHT NOW yes she was that aggressive. I advised I'm in a queue and didn't want to loose my place. She raised her voice and I was told IF it was proved I hadn't stolen them i would be allowed to go back into the queue Oh whoopy do for me. Had no choice DESPITE them not actually allowed by LAW to take this action YES M&S you are not above the law! So I follow the rude woman and she barges open the door and states yes well where are they then WELL. Right there on the rack not 10 cm from where you are stood on the railing like i told you. NO apology nothing. I was frogmarched back to the tills to pay for the bra id decided to pay for. To this day I can't tell you why I didn't just shove them in her face. Oh and to add insult the dirty facemask was still there. Now I did the right thing, i didn't loose my temper though i could be forgiven if i had done. I finished the purchase and walked out of that store belittled, accused of theft in front of other shoppers without so much as an apology. I was beyond upset Now I'm just plain angry Despite raising a complaint, escalating several times and numerous weeks M&S haven't so much as got in touch SHAME on you You should be appalled by your lack of basic customer service and lack of cleanliness. Clearly this is exactly how you run your stores now You'll appreciate i wont be setting foot in there again”

Helpful Report

Posted 3 years ago

“Two of the outfits were returned but only one product the refund was initiated there is no refund on the other product returned . And the calls don't get connected if connected the customer care says we will call back and they don't. Can someone pls address this issue .”

Helpful Report

Posted 3 years ago

“I am usually very happy with online orders from M & S but the last two orders I have received have been such a nuisance. I ordered a dinner set firstly and a dinner plate was broken. I returned to my local store which is 13 miles away. I have just ordered 2 packs of tea spoons and unbelievably one box was completely empty. I cannot see how when being packed it should have been obvious the weight difference in the two packed boxes. Yet another 13 miles to return back to a store. I also have just had to return another box of plates that I purchased from my local store as one was missing. I am not having much luck and do not normally leave reviews but 3 times having to make a special journey to return faulty goods in the last couple of weeks seems a bit of a nightmare.”

Helpful Report

Posted 3 years ago

“Abysmal bouquet of red roses delivered today. Very disappointed”

Marks And Spencer 1 star review on 14th February 2022

Helpful Report

Posted 3 years ago

“What has happened to your lemon drizzle cake? The icing is disgusting and the cake soggy and tasteless. Loved this cake but will not buy again as quality disgusting.”

Helpful Report

Posted 3 years ago

“Why have you changed your lemon drizzle cake? I bought one yesterday,and have just eaten a slice. The icing is different,as it’s now hard and crusty,and there’s not as much lemon in the cake,making it much less moist. It’s not very good. I loved the cake before,made to the old recipe,but I didn’t like this new cake,so I won’t be buying it again.”

Helpful Report

Posted 3 years ago

“If your thinking of ordering flowers from Marks and Spencers. Don't waste your time or money! Twice I have ordered from them and both times they have arrived dead. The second occasion they forgot to put the chocolates with the order too. Will never order flowers from them again. Very disappointing”

Helpful Report

Posted 3 years ago

Marks And Spencer is rated 2.8 based on 2,282 reviews