Marks And Spencer Reviews

Name: Marks And Spencer
Address: Waterside House, 35 North Wharf Rd, London
Rating: 2.79

2.8 Rating 2,298 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,298 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

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

“I bought curries for dinner as I really wanted an evening off from cooking. Firstly, the choice was extremely limited in the Omagh store. This is often the case. It is chicken, chicken, chicken and more chicken.... I don t like chicken and usually take a prawn option. There were none and I had to take vegetable korma. I have to say that it was barely edible: greasy, vaguely sweet gloopy icky sauce with tiny mushy vegetables. Unbelievably disappointing. Never again.”

Helpful Report

Posted 8 months ago

“My mum and I experienced the worst customer service in Branch today, both members of staff were incredibly rude and unhelpful. They were really impatient with my elderly mum, terribly disappointed in Marks! We won’t be returning to this branch anytime soon sadly.”

Helpful Report

Posted 8 months ago

“I have returned two parcels via a Machine instore. There is no paper receipt, i was not notified they had received the parcel. ( When you return to a machine in NEXT you get immediate notification via text) . I called customer services who are not able to verify that the parcel is enroute to the warehouse for a refund to be given. Its a 14 day wait. However i did return another parcel on 28/12/24 and my refund was given on 04/01/25 so the 14 day rule did not apply then. Customer services are un-helpful and will not help me any further until after 14 days. I mean honestly what is going on. This morning i have emailed the CEO of M&S, I suggest he calls customer services to see the i dont care less response! It seems such an easy thing to do, pick your items/pay/collect? Prior to the machine doing your returns, when a human being took your returns this never happened.”

Helpful Report

Posted 9 months ago

“Dealing with fraudulent online trades was a headache. They were glad to have me, but they closed my account when I generated a healthy profit. I was fortunate to find "Reaintell" because I had already investigated them and found that their business tactics were questionable and fraudulent. Their very experienced team helped me obtain all of the money back that I had been defrauded of. They were there for me the entire time and were a huge assistance. I can tell you with complete confidence that "Reaintell" is your greatest bet if money has been lost or stolen.”

Helpful Report

Posted 9 months ago

“Given a dressing gown by my elderly mother for Christmas, not to my taste , much too warm and heavy but she had removed the barcode with the price, was curtly told by the chap at the till point that there was nothing he could do , not even exchange at the current sale price , now I am very familiar with individual POS barcodes I work with them so I get it to a certain extent but to not even be offered a goodwill exchange was very upsetting and I was left to feel that the chap felt I had something I hadn’t paid for . I do not want to upset my mother by asking for the receipt I just wanted to swap for a more suitable dressing gown , very upset , very poor customer service hedge end marks and Spencer’s”

Helpful Report

Posted 10 months ago

“I saw a lovely dressing gown in my local store but needed a medium which was not in stock . The Assistant offered to order it for me ,which she did, delivery was to store in three days time. The following day I receive an email saying the order has been cancelled due to item being out of stock. No problem I thought (forgetting I'd paid cash) I'll have a look at alternatives. The next day I spot the very same dressing gown, same size and colour in stock. I rang Customer services but received no kind of apology or explanation, and was asked if I wanted to re-order, which I did, but had to pay again. The item arrived in store and I'm very pleased with it but despite ringing twice I still have not received the promised cheque in the post reimbursing the first one that was cancelled. Seventeen days have passed now and I'm going to have to phone again but am not looking forward to the 'couldn't care less, arrogant attitudes' of Customer Services. I can't find an email address for correspondence and 'online chat' isn't working. I so rarely use cash I am annoyed with myself for paying this way but who could believe it could cause such problems. I know its Xmas and things get delayed but soon the whole Country will be shutting down and I'm still £35 down.”

Helpful Report

Posted 10 months ago

“One of the worst service I am having. Ordered 6th December mean to receive by 10th December but still didn’t.After a lot of inquiry came to know they have issue with courier. What a shame! I am in the middle not getting items nor money yet. My festive plans gone to mud. Shocking is no person got intentions to resolve it immediately. So their ideology let the customers suffer”

Helpful Report

Posted 10 months ago

“Paid for next day delivery for a duvet. Paid for next day delivery for a duvet. Expecting delivery today I gave the other duvet away this morning to charity! No new duvet so sleeping cold tonight bad customer service but I’m sure my refund for delivery will keep me warm!!”

Helpful Report

Posted 10 months ago

“At this time I would like to share our unexpected and embarrassing experience while shopping in Marks and Spencer at the Lowry outlet in Manchester on October 20-2024 , after browsing around for a while we approached the lotion and cream stand that had a sale sign on top of the shelf written as follows "Buy 3 for 2 ", so we picked our 15 units of lotions etc. ,, we also picked other merchandise and headed to the pay counter ,at that moment we were told that the sale of "buy 3 for 2 "just dropped and is not valid any more and the sign was removed instantly , what an insult? since our dress code witnessed that we belong to a certain religious faith, and we live in a society that hates any sort of believe and religion I can only relate the above incident to a group which might include the sales group at Marks and Spencer that promotes ignorance to people who practice religions , so I advise to my fellow believers to be on the lookout and to expect some sort of insult when shopping at M&S at the Lowry . with this sharing I hope to get my aggravated senses relaxed.”

Helpful Report

Posted 10 months ago

“Have spent £££ over the years in the food hall, not anymore, inflated prices, very poor sell by dates, quality of food reduced considerably. It’s such a shame, if something sells well, they increase the price, or reduce the the quantity. They think the consumer won’t notice….but they do!! Curries used to be my favourite buy, it’s now tasteless.”

Helpful Report

Posted 10 months ago

“Ordered a 3 pack of bras to be collected from store, opened the pack when I got home to find 2 children’s swimsuits - I don’t have any children! Got on to their live chat service who were horrendous - I’d asked for my replacement to be sent to a closer store to me as I do not drive and was passing by the store it was initially delivered to on a whim. They said this was not possible for whatever reason. They also mentioned that it wouldn’t be possible for the item to be delivered to my house, as they could not access my order online - yet had confirmed to me what my items should’ve been initially. Further on in the conversation, they then said they could arrange home collection - I would then have to contact them to say I didn’t want a refund and only then would they reissue my replacement. I questioned how they were able to offer me this without any of my address details - the reason they couldn’t offer home delivery. Safe to say, I’m returning my item fully and finding custom elsewhere - I even made sure the chat bot confirmed I would receive my full refund and not some shoddy amount for some kids swimsuits I never ordered. Absolutely terrible - if I could give a 0 I would.”

Helpful Report

Posted 10 months ago

“I ordered flowers, a bottle of wine, chocolates and a candle for part of my mums 70th birthday, I opted for it to be delivered on her birthday which was Friday and it didn't turn up. Still hasn't turned up today (sunday) I'm extremely annoyed at this considering it was her 70th!!!!!! I have been given a refund but it's not acceptable. Poor poor service!”

Helpful Report

Posted 10 months ago

“I purchaced a chocate melt in the middle pudding expecting a lovely dessert for myself and my husband expecting satisfaction only to be met with an explosion no structure left and a taste of utter disappointment. I need to be compensated for this.”

Helpful Report

Posted 10 months ago

“Son bought 2 packs of salmon fillet product code 0593 939 on 2 December 2024. Got home and saw use by date 6 NOVEMBER 2024. Not great! Customer Services very unhelpful wouldn’t even give refund as he didn’t print the receipt. They’ve just lost my custom.”

Helpful Report

Posted 11 months ago

“Placed an order on line present for friends was out for delivery on the Sunday friends waited in all day, receive a late message that the deliverer was not going to happen (DPD ) Phoned customer service Monday after 45 min told me it would be delivered on Tuesday .Tuesday morning received an email at 8.57am saying they could not deliver did i have another delivery address i responded at 9.21 with my home address for delivery . as i had no response i called customer service who told me that my order had been returned to M&S for a REFUND . Why when i had received an email asking for another delivery address i was told ignore the email ???? i went on to say why should i have to wait 7 days for a refund when i paid in good faith or my order to be delivered on time after he putting me on hold she told me it would be refunded the same day i was not happy as i felt she was telling me waht i wanted to here so i asked to speak to a manager , he said that the refund would take 7 days , so i said have have been lied to as i was told the same day . i then asked for an upgrade to my order , however as they said they had issued my refund i would have to pay for the upgrade and wait for my refund . Still not happy as this was there error with their deliver company , they put me through to an executive in the customer service dept who answered the phone can i help you grr i had to explain everything again - long story short she was just full of her self did not help ,M&S customers service lie to get you off the phone , or offer you a £5. voucher for their error so my friends are without their gift I've got to wait for unto 7 day to get the money back before i can buy else where . will never shop with M&S again”

Helpful Report

Posted 11 months ago

“I purchased Belgian Biscuit Chocolate and was trying to return to take some other product. Store Manager (XXXXX) refused to goods back. He is comparing the stores outside. Please be careful before purchasing any thing from M&S Stores.”

Helpful Report

Posted 11 months ago

“Today I went to buy , but the ladies are not interested to show. When I asked about the size they are not interested, but when some others are coming they are going back to them and asking what you need? Before that I asked but they are not interested, is there any reason’s for that? I am hoping that you will treat all the customer in same manner. We are also paying for the same as others are paying. So correct your staff. Thankyou”

Helpful Report

Posted 11 months ago

“shut up i dont want to speak about it”

Helpful Report

Posted 11 months ago

“Went to the Tamworth cafe after it's new update yesterday, not a pleasant experience, normally you can peruse the food items like sandwiches, cakes etc, now you have to use one of those screens like in McDonald's. After navigating that you take a disk to place on your table which are so close together with other diners that you can't have a conversation without hearing what everyone around you are also saying. The sandwiches arrived. Then a few minutes later the crisps and cake arrived then two cold cups of coffee arrive via another person, no sugar so we had to ask for that whilst the lady held a cup containing the sachets whilst we made our selection. I can only describe this experience as feeling like a machine driven sheep pen where the noise levels were high from all the other diners sat crammed together in a barn of a cafe. I used to enjoy popping into their cafe but never again. We decided to have a look around the store then to buy family Christmas presents but everything is self service at the tills, then because they didn't have a size we were looking for we told by a member of staff we would have to order it on line, or perhaps choose a different design,so after making a journey to the store I might just as well have stayed at home and had a hot coffee in the comfort of my own home rather than having wasted my time and money. Thing is I don't like internet shopping I'm one of a dying breed of customer who still likes the experience of shopping. The only improvement that I would say that was positive to this new look M and S is the food hall, it does look bright and wide aisles are so much better to navigate. I guess I've reached the age in life where my expectations for customer service has gone and we are now reduced to machines and self service. Unfortunately I don't work for the company and certainly don't expect to do the job of what used to be the person who served me at the till point, who chatted to me and who I could ask advice. I guess I've got to the age where I no longer matter.”

Helpful Report

Posted 11 months ago

“Very poor quality ladies £12 pajamas, very thin, doesn't was well, flimsy, slack elastic on waist, maybe bad quality because of country it's made in, primark pyjamas are better quality.”

Helpful Report

Posted 11 months ago

Marks And Spencer is rated 2.8 based on 2,298 reviews