Marks And Spencer Reviews

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

2.8 Rating 2,318 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,318 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

“Four months to deliver some bedroom furniture only to find that the wrong bed was delivered and other items had arrived damaged in a number of places. When I requested a replacement, I was told that there were no delivery slots available in the next three months (at least - their system only showed 3 months in advance). Customer service responses are painfully slow and amount to a collective shrug of shoulders, never really looking to resolve the issue. A month after reporting the issues, I’m still waiting for the collection and refund which means that I’m sleeping on the floor and I’m £1100 poorer as a result thanks to Marksies. Avoid like the plague...”

Helpful Report

Posted 4 years ago

“Order No 301-0033824-5378766 Paid for next day delivery 6 days later still not delivered. Please ensure delivery today and refund the money I paid for next day delivery. Trying to contact you in any other way has been useless, as has the chat assistant.”

Helpful Report

Posted 4 years ago

“Bought 2 Iscar sofas during lockdown no chance to see or sit on them. Day of delivery the 4 seater creaked and groaned when sat on then 6 weeks in it broke when 2 people sat on it! They sent an engineer who said not a manufacturer defect but due to very heavy use!!!!! 6 weeks old!!! Household of 2 people?? M&S refuse to discuss the inaccurate report and will now only deal with ombudsman which they fund! Absolutely no one to speak to in their organisation just appalling lack of customer service! I’m hoping the ombudsman has an ounce if common sense and decide in our favour but not very hopeful! Very distressed that I’ve wasted £1400”

Helpful Report

Posted 4 years ago

“I bought 2 abbey sofas with relaxed cushions 2 years ago. They are appalling despite switching cushions, plumping, shaking they look terrible. Never mind the guarantee it’s not worth a carrot, they just don’t care. They said it’s normal wear and tear after me having to contact them 3 weeks after submitting photos. It’s absolutely ruined my faith in a company I used to respect (and work for). They aren’t what they used to be. Avoid relaxed cushions at all costs. It’s now cost me £240 to replace the cushions. Needless to say I won’t be buying M&S furniture again.”

Helpful Report

Posted 4 years ago

“Have two orders next day delivery, after many emails and no response from customer service. Still no orders arrived except stupid free gift I did not want . I have cancer in the late stages and find shopping difficult but this service is awful. Every time I order next day deliver it still takes several days to arrive. I am fed up and looking to cancel my account. I do not know why you offer next day delivery you can not do it. Other companies can and do.”

Helpful Report

Posted 4 years ago

“Ordered clothes last week for Birthday, ordee acknowledged for delivery today no sign of it and no help from M+S website or useless phone lines. No wonder they are loosing business to anyone with any real comercial acumen.”

Helpful Report

Posted 4 years ago

“Ordered and paid for 2 Lois garden chairs on 1/5/21. Agreed delivery for July 26. Received confirmation of delivery email on July19th. The 2 chairs are yet to arrive. Like other reviewers, kept on hold by customer service staff for very long periods. When I eventually managed to speak to someone, was informed the order was marked as 'delayed'. No reply to emails, no apology and no information about rescheduled delivery. The company slogan - your m and s - a joke!”

Helpful Report

Posted 4 years ago

“Hello Dale, I too had a rough exchange with Nikki, Food Section Manager, Torquay, last week, about two food items purchased 19 August - a pack of unfrozen chicken breasts and a tray of mince. I went back on 21 August with both items - she agreed to a refund for the mince (which had turned a nasty brown) but not for the chicken as it use by date was 21 August and it was purchased on the 19th. The mince use by date was 24 August! She wouldn'f accept any of my reasonings and even said if I became ill after eating the chicken it would not be the responsibility of M&S. Yea, you read that right! I usually check use by dates but it never entered my mind after all, M&S are renowned for the quality of their food aren't they? Anyway, seems not, having scanned many of the one * complaints mentioned on this site. M&S such a shame, who would have thought it eh.”

Helpful Report

Posted 4 years ago

“It is without a doubt the most rubbish website I have tried to order from. When you go to pay after picking your item it jumps from page to page. I waisted 45 minutes of my life trying to order my grandson some school trousers then I tried ringing. Honestly don't waste your time it's automated and takes you round in circles. Another waste of time. It's amazing they have any customers left with this service. I will not be wasting my time with M&S again take my advise don't bother unless you like being messed about.”

Helpful Report

Posted 4 years ago

“4 LEMON CURD BAKES £2.25 DONT WASTE YOUR MONEY. Dry. Layer of lemon curd almost non existent. Air pockets where the jam should be. RUBBISH.”

Marks And Spencer 1 star review on 18th August 2021

Helpful Report

Posted 4 years ago

“Complete waste of time. I spent forever unsuccessfully trying to find knickers that were actually available then I couldn't process the rest of my online order as a free gift appeared in my basket. However, the gift was unavailable and the order wouldn't go through until it was removed. There was no option to remove it so I ended up abandoning my order. Managed it a few days later but the trousers I ordered were nothing like the description. On attempting to return them using the paperless returns process it seems I have to return the whole order, not just the trousers. The live chat bot was useless. Very disappointed!”

Helpful Report

Posted 4 years ago

“Judging by the reviews I have just read I am now more than certain that Marks and Spencer’s are getting worse I already had a terrible experience last Xmas and vowed I would not go to marks abc Spencer’s in Exeter ever again I still go in occasionally to buy food but probably won’t go in again to buy food having bought the gastro fish pie few weeks ago that was abysmal should be relabelled pie with a few bits of fish so I wouldn’t be buying that again also yesterday on the way home from my sisters in bude called at the holsworthy shop at the petrol station and bought a few things one being a quiche which was bland tasteless and very disappointing over the years shopping used to be a treat at m and s not any more I go to Lidl very often and comparison in different foods I buy Lidl’s is the superior one sorry m and s don’t know what’s happening but some of the food quality needs to be tested but going back to the reviews I dont hold out any hope of getting a reply so there is one customer you have lost not that you would be bothered !!!”

Helpful Report

Posted 4 years ago

“I shop at Worthing food dept often but unfortunatly i found the Mousaka very dissapointing of late, the last two sadly lacked potato, consistency very sloppy, no substance. Shame as Its one of my favourite dishes.”

Helpful Report

Posted 4 years ago

“I had to return an item of clothing which I had ordered online, I used the live message customer service and had to wait for around 20 minutes then there was a message saying "we are very busy and will cease contact in 5 minutes" Hermes did not collect as arranged the following day I was in the entire day and evening. I telephoned customer service to arrange another courier, this is not a freephone number, the courier did collect a week ago, I have emailed and have had no reply to my query re when the refund will be credited to my bank. I will not be purchasing any further clothing online again, as their lack of customer care does not encourage any future purchases.”

Helpful Report

Posted 4 years ago

“I hope this post is seen by as many people as possible! I regret to say I will never be using Marks and Spencers again! My wife and I were on Top of the world when we bought our Sofa from M&S after saving up for 3 years. It was to go in to our living room of our brand new house. We Purchased a Nantucket Corner Sofa in Navy. Credit where credits due, it looks great and the quality of the fabric is excellent! HOWEVER!!!! This is where the praise stops!! We have now had the Sofa for around 2 and a half years now and it has become the most uncomfortable, unrelaxing and frustrating place to be in the house. The webbing within the base has stretched and has become slack, and the cushion have lost ALL of its firmness!!! Meaning when where you sit down, you sink so much YOU ALMOST FOLD IN HALF!! Now just to point out, we are a couple with no kids jumping around and no dogs so whilst we expect normal "wear and tear", it is an absolute DISGRACE the drop off in performance!! IT GETS WORSE!!! I called customer service (who take FOREVER to get through to) and explained what the issue was and again, credit where credit is due, they quickly got someone out to look at the Sofa. The technician who came out is very vocal about how he can see the problem and explained that unfortunately "M&S sofa's just aren't build to last!" Naturally after he left I expected M&S to call me to offer a solution, BUT NO......ABSOLUTELY NOTHING FROM THEM!!! When I chased them up to get an answer, they explained there was no need for any further contact as they had closed the case, and they were not will to take accountability for the issue and there was nothing more they would do for me! Due to my persistence, 3 further technicians came out and again, were very vocal about how soft the cushions had become!! But still, M&S would not help! I EVEN OFFERED TO PAY for the cushions to be replaced at half price, but still, they would not help me! After spending £2,300 my wife and I saved over 3 years for our brand new house, I would have expected that a Sofa from Marks and Spencers, who class themselves as a premium brand, would not have provided me with a product and service of this poor quality and not worth the money we pay for! If you have had a similar problem with M&S, which I am sure there are many, please share this and help me force M&S to take responsibility for their poor service! Thank you”

Helpful Report

Posted 4 years ago

“You pay good money for their furniture. God forbid your get any issues with it. They take weeks to respond ask for photographs and some so called expert looks at photograph tells you looks good to them. Marks and Spencer say go to furniture ombudsman we've washed our hands of you now goodbye !!”

Helpful Report

Posted 4 years ago

“Ordered a birthday cake for son. Cake arrived Happy Birthday rubbed off the cake and also the decorations on transit shoddy so disappointed”

Helpful Report

Posted 4 years ago

“food has gone down a huge amount in quality, just had a steak and kidney pie. 6 pieces of tough meat and tiny bits of kidney”

Helpful Report

Posted 4 years ago

“Paid 4.99 for next day/designated day delivery but when it came to booking the date the earliest was 3 working days away, and then when I chose this they changed it without warning to a further day ahead! When I complained all I got was a bland response saying you obviously are not happy with our service but we hope you will shop with us again. Impossible to find an email for their complaints team”

Helpful Report

Posted 4 years ago

“I ordered sofas from M&S and agreed delivery date was July 12. July 5th, received confirmation e-mail that all is set for July 12th. July 10th, received email that delivery is now August 25th at the earliest due to production issues. This was a lame excuse. If it was production issue surely they would know at least a week or 2 before but to be informed that all is set for delivery and then suddenly there is a production issue is not acceptable. I went into the store today and was told they have a backlog and customers who placed their orders away before me are still waiting for their deliveries which means it is unlikely that I will get mine on 25th Aug. M&S website is still telling customers that delivery is within 12 weeks. My advice is read Trust Pilot reviews and you will read all about the appalling service. They don't even offer you an alternative such as a full refund!! Go elsewhere.”

Helpful Report

Posted 4 years ago

Marks And Spencer is rated 2.8 based on 2,318 reviews