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

“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”

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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”

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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.”

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Posted 4 years ago

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Posted 4 years ago

“Servicio de atención del cliente,terrible. Se ríen del cliente.”

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Posted 4 years ago

“Have been buying quiches regularly for years but I will have to look for somewhere else to buy them as M&S quiches are now tasteless, in fact they are AWFUL. I have just had the misfortune to eat a dry chicken & mushroom puff pastry slice - another of my past favourites - hardly any filling and no sauce, just very hard pastry.”

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Posted 4 years ago

“I had have bought your quiche Lorraine and enjoyed it for many years however you have not only changed the packaging but obviously the quality it’s now so bland and where is the cheese content ?”

Helpful Report

Posted 4 years ago

“Why isn’t it possible to write a item review on the app, I have to go into safari and then it won’t always let me write a review,it just cuts off, it’s very annoying, so I don’t write many reviews for this reason good or bad.”

Helpful Report

Posted 4 years ago

“WELL M&S I am absolutely flabbergasted with you. I have been a loyal M&S customer for over 40 years and have never made any complaint about any of your products But in 2017 I purchased a pair of nubuck leather Velcro Fastening M&S branded shoes as I now have trouble tying my laces. I bought from Shrewsbury M&S store for £55.00. They have been worn on a maximum of 5 occasions for celebration evenings (weddings, anniversaries, etc) as they were too good for everyday wear and as such have been stored in my shoe cupboard. There is nothing wrong with the Nubuck leather uppers, inside cushioned insole, etc. BUT the soles of the shoes have just literally disintegrated (please see photos of the sole). Obviously after 4 years and max of 5 wears, I do not have Till receipt. Knowing that return to M&S store would be a waste of time, I put the shoes in a shoe box with a full letter of explanation and paid (at my expense) to return the shoes to the Head office in London, where I hoped that somebody from the purchasing department would investigate the obvious inferior Quality of the shoes soles compound. It is such a pity that the shoes are only fit for the dustbin because of a clear manufacturing fault. My main objective was to inform M&S about selling inferior products with the M&S logo in their stores. Today after over 2 months, The shoes were returned to me from Chester, Customer services Dept with a letter of explanation (more like excuses, excuses, accepting no blame whatsoever) Totally dismissing that the shoes were a manufacturing fault and that general wear over 4 years was to blame (obviously did not even bother to read and understand the points that I had stated in my enclosed letter of very limited wear). No mention of an apology to a valued customer only an overtone of "we do not admit liability" ?? Whatever has happened to the Great M&S customer service and quality. I for one, will now, never shop at M&S again in my lifetime. Such a shame.”

Marks And Spencer 1 star review on 22nd July 2021

Helpful Report

Posted 4 years ago

“Ordered a chair from M&S back in February they failed to process the order correctly so when the delivery date arrived I was told I had to cancel the order & reorder & wait another 11 weeks now due date for delivery has arrived & they have again only just told me they have a problem 6 months they’ve had to sort suppling 1 chair why oh why can’t tneir customer service just give a simple truthful service all this passing the buck from one to another never the same person replying to emails very very disappointed do not order furniture they lie to you. If I was to change my delivery date this close to agreed delivery date I’d have to pay £25 now one has offered compensation when it’s their fault so angry with them”

Helpful Report

Posted 4 years ago

“Sorry Marks and Spencer but I just do not understand your paperless return service. No documentation in delivered items which is puzzling. However when I tried to arrange for my item to be picked up by Hermes which customer services assured me I could do I could not get Hermes to accept Marks and Spencer as a valid store to return items too. I am have printed off the QR code which I am assuming contains all details of my order but the only means it appears I have available to me is to take it to a Hermes shop of the PO. as I am housebound I cannot do that, So I cannot buy goods from you in future if this is the policy”

Helpful Report

Posted 4 years ago

“I have just taken receipt of 2 cotton tops, I can only describe them as rags. One of the tops wasn’t even in the plastic bag it was meant to be in, the bag was ripped and just pushed in the box as an afterthought. One of the tops described as white, was far from white instead a sickly cream colour. Both tops are made in India, we have been visiting India for over 20 years and have purchased better quality tops from the beach sellers. Which, leads me to believe M&S are exploiting the poor workers in India with the prices they charge here in the UK, you are without a doubt a disgrace. From now on I will only buy from M&S if I know it’s British, you really need to get your act together.”

Helpful Report

Posted 4 years ago

“Ordered several pieces of jewellery on behalf of my elderly mother via click and collect, received email saying the order would be sent in 2 different packages- this was perfectly acceptable. Got an email to say package 1 was in store, went to collect it, when i got home found the envelope empty. Went online to customer services, was repeatedly told the 2nd part of my order would arrive shortly - no acknowledgement of the fact the first order was obviously tampered with. Have repeatedly tried to contact customer services but have been ignored. It has now been 2 months & I have not received the 2nd package either. Had to explain to my mother who has been a life long customer of M & S - she is bitterly disappointed. We will not be shopping online or instore with M & S again and will be advising others not to do so either.”

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Posted 4 years ago

“The strawberries are dreadful, they are hard and I cut away the hard white insides and am left with very little. I will never purchase them again.”

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Posted 4 years ago

“Using online ordering on my mobile was a dreadful experience. I had to input address details 4 times which concluded me entering an incorrect number unnoticed until after delivery!! It then wouldn't accept payment via PayPal or card and eventually my partner tried with his card. Very stressful, shouldn't be that difficult, now hoping my friend can retrieve her delivery from a neighbour! Also the website says next day delivery available but always that date is crossed out and you have to choose the following day.”

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Posted 4 years ago

“I found the M&S toilet facility in your Inverurie food shop disgusting. 2toilets —- 1 which was out of order . The toilet I did use was awful . When I flushed it the cistern was certainly NOT working properly . I think 🤔 the whole store & coffee shop needs a REVAMP . VERY disappointing for M&S . Having visitedAsda restaurant & toilet room it was streets ahead . Fresh& clean NOT what one would expect from M&S . Inverurie .🤦‍♀️”

Helpful Report

Posted 4 years ago

“Brought online food hamper for birthday surprise and paid additional delivery charge for nominated day. Surprise surprise it didn’t arrive. They washed their hands of any responsibility and blamed-delivery company DHL. Online help very poor also. No refund. Won’t be using again”

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Posted 4 years ago

“Having had a poor experience trying to buy a ladies top online(out of stock).Then received an email saying now in stock.Immediately went online again to be told out of stock. My wife then went in to M&S Handforth and found a dress she liked..Unfortinately it was too small and she was told to go to the cash desk and order a larger size for collection.After an interminable wait as one machine out of order the assistant couldn’t scan it as the hand held machine was being used by another assistant (do you not have one per desk?)Finally the assistant tried but couldn’t find it so called someone else.This time a young man came and after checking said “sorry this dress has only come in this week,So is not available online.Sorry can’t have it” Totally frustrated my wife left the store and M&S lost a sale.Is it really correct that new items in store can’t be accessed on line?”

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Posted 4 years ago

“Very disappointed you are lying to your customers, why are you false Advertisinh with a poster of a happy cow? when you know full well this in'st the truth😤😡 it makes me very angry that stores like yourself promote people to buy dairy just for your profit greed. I would respect the store more if you told the truth of where the stolen calfs milk really came from! happy animal posters should only be shown by vegans🤨🧐😡”

Helpful Report

Posted 4 years ago

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