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Marks And Spencer Reviews

2.8 Rating 2,154 Reviews

44 %

of reviewers recommend Marks And Spencer

Company Reviews

2.8

Based on 2,154 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 46%
Accurate And Undamaged Orders	Greater than 70%
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

Read Marks And Spencer Reviews

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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101

Anonymous

Anonymous // 01/01/2019

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

“Has changed dramatically from years ago, gone downhill so much it's actually sad. Clothes are nowhere near the quality, the sizing is all over the place and unreliable, and returns are a nightmare, where they used to be straightforward. I've lost the will to risk shopping from them, it's just too much trouble and life's too short.”

Posted 4 months ago

“Marks and Spencer’s are not what they use to be. Avoid as they have sold out. Rubbish customer service. Can’t speak to a trained person on the phone etc They are no longer worth the money”

Posted 4 months ago

“I ordered some leather ankle boots online as they didn't have my size in the Birmingham City Centre store. I ordered two pairs in different sizes along with a couple of other items. I collected the order which was in a large cardboard box. When I tried my size on in the boots they fitted perfectly, so I had to return the larger size. I visited the Mere Green food hall to do this. The boots were in the original polythene packaging with the cardboard inserts and I had wrapped them in a white plastic bag and tied it up. When the assistant served me she said that they should be in the original packaging they had arrived in. I explained that this was a very large box. I said I had travelled there by bus and the box was too large to carry. She said it doesn't matter and repeated it should be in original packaging. I told her I was offended by her altitude. She was really rude. I am 5 foot tall and a senior citizen. Disgraceful customer service.”

Posted 4 months ago

“I won’t be using Marks and Spencer’s again until they change their delivery and collection service as they have sold the customer out to cheap delivery service and a non existent customer service if anything goes wrong. Expect all these companies to go bust real soon and with only themselves to blame when they put profit before service. What a shame when they used to be such a good name.”

Posted 4 months ago

“I won’t be using Marks and Spencer’s again until they change their delivery and collection service as they have sold the customer out to cheap delivery service and a non existent customer service if anything goes wrong. Expect all these companies to go bust real soon and with only themselves to blame when they put profit before service. What a shame when they used to be such a good name.”

Posted 4 months ago

“Disgraceful Service - Christmas Hamper - NO SHOW! Christmas Hamper - NO SHOW! Paid for 11.11.23 - £500 Hamper as gift, to then be notified on the evening of delivery 22.12.23 that they didn't have the goods for the courier 1 day after 1st delivery's started? which I might add was 21.12.23 so they ran out of stock??? Have been using M&S for the best part of 50 years and feel really let down by there service or lack of service, to then be chasing up on 4 different days to a telesales office in South Africa who couldn't care less about what's going on and pushing for refund rather than sorting out the problem there end? Even after speaking to 3 staff members one of the days including there manager Dilan due to get back to me? Never did. So because of M&S not making good on there promise of delivery, I lose out on a gift for a very good friend to delivered, who had stayed in all day to receive his Christmas box from me for all that he does throughout the year for me, I think is Absolutly disgraceful on M&S's part and not the company I so valued all my life. I'm sure this has happened to others over this period and because of this will make a real dent on future sales for your company from many faithful customers like myself. In future I think I'll stick to the professionals when it comes to sorting hampers and deliveries being delivered on time and without fuss Harrods, John Lewis, Fortnum & Mason etc: to name but a few. Really Really Really disappointed and let down by M&S on all aspects of this including the non existent customer service. I really do hope that others haven't been subjected to the treatment I received, where it seemed the overseas staff were more inclined to rush through a refund than actually sorting/sourcing the products you'd paid for well in advance.”

Posted 4 months ago

“On 7/12 I ordered and paid for Xmas flowers to be be sent to three family members with delivery for two being on Sat 23/12. No flowers were delivered - no notice was given and all I got was a refund on Xmas eve morning- which I had to look for myself. I live in Australia and have sent these Xmas flowers over the years and they have been lovely. This year it was too late to organise another gift and no explanation- disappointed with lack of communication especially as I had ordered early”

Posted 4 months ago

“My daughter was over from Canada and thought we would get good food at M&S for Christmas Dinner. How disappointed we were!! We cooked all food re M&S instructionsTomato Soup was good - carrots were ok - Beef Ribeye Steaks (tasteless) Sprouts - (horrible - and we both like sprouts) Cauliflower Cheese (disappointing) - Roast Potatoes (not great) - Apple Crumbles (ok) - Cheese Sticks (not very cheesy) Dip quartet (3 of which tasted the same) - It was such a shame - we felt very let down by M&S - we will NOT be doing it again.”

Posted 4 months ago

“I normally buy my Christmas turkey from our local Butcher and every year the turkey is moist, tender and quite tasty. This year I thought I would try a M &S turkey as we food shop there twice a week. I ordered a free range turkey as I always do which cost £115, I did think at the time of placing the order it was expensive but I thought being M&S it would be a nice turkey. How wrong was I, the turkey was very dry and completely tasteless, never again next year I will be going back to our local Butcher far better and cheaper.”

Posted 4 months ago

“I bought the full Christmas dinner for £45. It said it served 4 full luxury dinner. Upon opening the ‘turkey’ was reconstituted meat and not proper meat. It felt plastic and tasteless. There was less than a tin of carrots so not enough for 4 people as advertised. There was only potatoes (no fat on) and a sachet gravy. Nothing else. In all I had spent £150 and the quality was so terrible we had to shop at another store for food. Upon examination all our food bought at m&s was immorally overpriced and they had cut the quality so much that all items were tasteless etc. The only choices now are to walk with your feet and choose somewhere where the customer is treated fairly not at a store whose only interest is chasing a profit at our expense.”

Posted 4 months ago

“Bacon roll ordered at 09.28 at Worcester store. Arrived 16 minutes later - bearing in mind there were only 10 people in the cafe. Staff more concentrating on banter. Said roll arrived at 9.42 burned sent it back. New one arrived 10 minutes later by which time the tea was stone cold. Comment from server to the effect that the roll arrived in that state. sorry, do not take that. sloppy service and poor customer service. to add insult to this second bacon roll cold.”

Posted 4 months ago

“Very disappointing l bought most of my Xmas food from Canary Wharf M&S Most of it over priced and dates were almost up, ended up throwing food away because dates run out , Will never shop here again completely had enough of buying food where the dates only have a day or two left . As a long term customer of M&S l am thinking of changing to new supermarket Tescos dates last longer and taste better.”

Posted 4 months ago

“i have to say that i have shopped at the Torquay Marks & Spencers and apart from the staff not engaging with the customer which clearly must be what the general manager has told and instructed her staff to do. It makes you feel like get your shopping and leave if good morning is to hard to say to a customer But then you read how the section manager Nikki and her best friend Dawn rang 101 and said this customer had put a review on there cars which they new was a deliberate lie and then to add insualt they went to the general of the store and said they felt so uncomfortable when he came in to the store to get his shopping that there husbands were ringing there work place to make sure they got to work safe what a joke i to would be worried if i lied like that pair had but to go as far as ringing 101 and no you are lying through your teeth what kind of people are M&S employing clearly to say nasty and evil would be a understatement. He clearly made a big mistake if he thought these were nice people lets hope there is someone looking down on all the staff that played a role in this horrible behaviour towards this gentleman. it seems if certain staff that work in the food hall no you have a connection with this gentleman they are only to pleased to inform you of what these people did and yet i only went in the food hall to get my shopping and yes i do no this man and feel i must say he is to generous for his own good but that is his only fault. and yes i have stopped going in the food hall now. But in the cafe and clothing the staff are lovely very sad how two people can destroy the good name of this store”

Posted 4 months ago

“Bought a sofa from M&S as had had previous one 15years and very satisfied with it. Particularly asked for firm cushions as we're now in our 80's and paid extra. Despite it being two months late in delivery we were very pleased - for all of a month. We noticed that one cushion (the one most used) was definitely already not as firm as it had been. This persisted and we contacted M&S who sent out a 'technician'. He poked about in all the cushions and examined all of the sofa and said he would put in a report. M&S wrote to us that their was nothing wrong with the construction of the sofa. WE replied by pointing out i wasn't the construction but the quakity we were complaining about. We had ordered and paid for firm cushions only to find after just weeks, they were losing their firmness. They sent another 'senior' technician - he suggested we regularly Plump up the cushions!! They are foam! They just do not plump. I wouldn't buy from M&S again - definitely not. The quality is not there and the after service is appalling. We are left with a sofa, under a year old and already sagging. Would NOT recommend them”

Posted 4 months ago

“I bought some ladies soft top navy cotton socks from M & S this week online. I understood from the description that these socks are very soft and don’t mark or feel tight on your legs. I have tried 2 pairs out of the 5 and they are tight on my legs. I have quite slim legs and am very disappointed with them”

Posted 5 months ago

“Inaccurate listing showing a conflict between the description and the pictorial of what they were selling - Queried it via the customer service email, looking for clarification and got fobbed off by an obviously foreign (grammar, spelling and terminology was atrocious) customer service team who quite clearly didn't read the content of the request or probably understand what was being asked. If anything this inflamed the situation as we tried 3 times to get clarification which resulted in a final attempt to advance this to a complaint, as quite evidently they were mis-selling and again got fobbed off which reflects the continuing decline of a once great retailer - they don't care about the customer experience and just want your money so we are distancing ourselves from M&S as there are plenty of other retailers willing to give you product accuracy and a good shopping experience!”

Posted 5 months ago

“I was very shocked to read that M&S will Ban customers for rewarding there staff for going the extra mile to help the customer if that is there policy why would the staff take the reward in the first place so may I suggest that M&S put up a sign at the front of your store reading WARNING TO ALL CUSTOMERS PLEASE DO NOT REWARD ARE STAFF FOR EXCELLENT CUSTOMER SERVICE SKILLS OR YOU WILL BE BANNED FROM THIS FOOD HALL General Manager Claire Thomas or better still go to a food store that value there customers”

Posted 5 months ago

“Must say after watching inside M&S and than reading the reviews especially on There Torquay store how do managers get away with persecuting innocent customers in the Nasty way they did and for all the people that Lied to cause maximum damage I would have to agree let’s hope there is a god up there it make’s the whole thing very worrying if that’s the sort of people M&S employ”

Posted 5 months ago

“Their spirit of Christmas is less than -1 start”

Posted 5 months ago

“Do not order any furniture from M&S. Worst service I've ever known. I'd give zero stars if I could. I had to take 3 mornings and 1 afternoon off work for the delivery of a poor quality Hastings wardrobe. The first wardrobe delivered was damaged (split wood on two pieces) so they told me a 2nd full replacement would arrive. I had to wait almost a month for the replacement, and when the delivery men who were supposed to replace it arrived, they refused, and said they didn't have time to as they had so many deliveries to get through, and then proceeded to stand inside the thin wardrobe with their work boots on, hammering the top of the wardrobe off and pulling off the sides to replace the 2 split pieces. In doing so they damaged the wardrobe even more by splitting the wood of the front piece and from standing inside and hammering it made the wardrobe lean to the right so that the doors wouldn't close. I literally could not believe it, and politely asked them to leave. I was then told a 3rd full replacement wardrobe would arrive - this arrived 3 months after I first ordered it. Unfortunately they didn't turn up in the morning as I was informed, and called 1 hour after their delivery slot time to say they could rearrange for the end of the day. As pleasant as these two delivery men were, they again tried to ask if they could just replace the faulty sections, which I had to be adamant about and say no to as the wardrobe was so rickety and damaged by this point. They did fully replace the wardrobe which I have to say is quite cheap and flimsy for the price. I was told on one of my many phonecalls to M&S that I could receive up to a 50% refund, but all they would offer me a small voucher to spend on furniture with M&S, why would I want to order anything again with them, plus it's such a small voucher there's nothing I could spend it on without incurring delivery charges! Very poor.”

Posted 5 months ago

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Marks And Spencer is rated 2.8 based on 2,154 reviews