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 puff pastry minced beef slice pack of 2. They were disgusting pastry awful no meat & tasted nasty.”

Helpful Report

Posted 3 years ago

“Ordered gin tasting set as a birthday surprise for my friend. She was sent Whisky instead. So disappointed wont use this service again and will advise others not to do so.”

Helpful Report

Posted 3 years ago

“3 delivery dates still no sofa have now cancelled order ordered in June disgruntled customer”

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Posted 3 years ago

“This cardigan is enormous! Sleeves far too long and very, very long. Down to my knees. Returning right away.”

Helpful Report

Posted 3 years ago

“Had a breast cancer scare/ invasive procedures. Went to return an unworn bra. M&S staff loudly passed insulting comments re by body in front of lots of customers/ staff (including male staff who were laughing). Cruel and unprovoked :( Very hypocritical retailer in terms of pretending to support breast cancer etc but encouraging staff to be very cruel and insulting to female customers.”

Helpful Report

Posted 3 years ago

“Bought what I thought was a fresh loaf. Had an expiry date of 3 days away. It was so stale it should have read 3 days out of date. It was disgraceful. This is the second time. Won’t be buying bread again.”

Helpful Report

Posted 3 years ago

“I was just in M&S didsbury branch and observed one of the shop assistants working at the automated tills say to an elderly customer, who was clearly struggling, "I'm busy". This was after he had asked her for help already and she walked off not communicating clearly what she was doing. I'm really disappointed as usually m&s staff can be considerate and helpful towards their customers.”

Helpful Report

Posted 3 years ago

“Worse delivery service. First order not sent then second order received an empty paper bag No reply at customer service”

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Posted 3 years ago

“I am loath to write a negative review about M&S because I love the store, but I feel I really need to warn people - DO NOT ORDER FURNITURE AT MARKS AND SPENCER! We ordered and paid in full for a sofa and two armchairs in May 2021, delivery was arranged for 19th August. On 18th August we were informed it wouldn't be coming and they would be back in touch to arrange a new date. They didn't get back in touch, so I called them. Then followed excuse after excuse and fobbing off after fobbing off from customer services (I always had to contact them). In short, it is now November - six months after we placed our order and we still haven't received our sofa and armchairs. Only a fluke circumstance prevented us from dispatching of our old furniture pre the delivery date. Truly staggeringly appalling service and not what is expected of M&S. In store staff at Pudsey were wonderful but we cancelled the order yesterday. In my opinion any manufacturer who thinks it is acceptable to delay delivery by over three months is highly unlikely to care about the quality of the goods. I will continue to shop at M&S but wouldn't dream of ordering furniture from them every again - it quite simply doesn't arrive.”

Helpful Report

Posted 3 years ago

“Bought a coat in Westfield White City branch last week. I felt it was right. A few days later, I realised that the size is too large and unfortunately I had thrown the receipt and tag away. I went to the Kingston branch to exchange it. I found a smaller size that fit perfectly. At the till, I was told that I could not exchange it because I had no receipt or tag. I was very upset, asked for the manager. He refused to help me. It was like talking to a brick wall. Policy. I have been a customer for so many years! I had proof on my app that I had bought the coat only a few days before. I rang head office. Customer service lady said she was not going to help me either. I told her they have lost a customer. It made no difference to her. Case is closed.”

Helpful Report

Posted 3 years ago

“After waiting nearly 2 months for bedroom furniture, 2days before delivery I was informed there would be a delay until January 12th next year. When I rang to complain about the unfair and unreasonable treatment I was told they had most of the furniture in stock less the bed and would deliver what they had the following week. When the furniture arrived, all the items were damaged and doors and drawers were ill fitting. On one wardrobe holes were missing which would house a hinge. Dreadful quality. I was disappointed at the awful service. I rang to complain and spoke to someone demanding a full refund and for them to collect their substandard items. I was assured my complaint was going to be escalated and Not only would I receive a total refund but would be compensated as well. I did receive a refund minus £3.50?Why, I don't know . I have contacted M&S by phone and by Web Chat assuring me someone would be in touch. It never happened. After giving up expecting a reply , I wrote an email of complaint. Still no response . Do not buy from M&S, service and quality have plumetted to a new low. Bad service, bad quality!”

Helpful Report

Posted 4 years ago

“Purchased an egg salad in the take away section. Very disappointing with mainly lettuce and undercooked potatoes. Tasteless and quite expensive at £2.50 for one egg and a lot of lettuce”

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Posted 4 years ago

“What I ordered from them was not what was sent to me . I am so gutted that I have to go to the shop to return a towel that I never ordered to get my money back for the jeans and a bra I ordered from them.”

Helpful Report

Posted 4 years ago

“Paid extra for delivery,not delivered,trying to contact m&s is not an option,no way to contact them ,just sent found and round in a circle,will not use m&s again”

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Posted 4 years ago

“Mia ankle grazers had a few pairs over the past year, but have just bought my last. The trousers are nice and comfy, and good fit, but the colour keeps going round waist and down to pockets. I wash them as stated, but they end up going purple, on the navy and the black pairs.”

Helpful Report

Posted 4 years ago

“Not only are M&S not doing food to order for Northern Ireland for Christmas 2021 they are not delivering anything to Northern Ireland - the customer services agent said "we only deliver to the UK" - that to a Northern Ireland person is a red flag to a bull. I was also ordering £300 of gift cards - happy to deliver these but nothing else - £300 of gift cards will be purchased elsewhere.”

Helpful Report

Posted 4 years ago

“What has happened to your petite range? Only 1 petite coat and your leg length has increased so much I am unable to buy jeans from you. I bought 3 different pairs of jeans recently and had to return them all as they were far too long. I measured the inside leg and it was much longer than the 27" stated on the size guide. Very unhappy customer who is now looking for another supplier, such a shame as I have been a loyal customer for a great many years.”

Helpful Report

Posted 4 years ago

“M&S. I love your individual chilled chicken pies and have done for years but hey where’s the chicken !!! Honestly is just pastry & gravy lately so sad 😞”

Helpful Report

Posted 4 years ago

“Ordered two items (socks & duvet cover) socks arrived safely within 48 hours. Tracking info revealed the duvet package had arrived at Hermes on 27/10 and had failed to go out for delivery from there. After 4 emails & 4 different Customer Support responses, ALL of which failed to address my questions, that the package had been damaged & why it could not still be delivered to me (as it's now out of stock & cannot be replaced) a refund (which I DID NOT request) was issued. I would add that I have had similar probs with parcels arriving at Hermes Depot that failed to get delivered, yet M&S cannot answer why if the package was just damaged I could not still have it re-delivered. I mean how much damage can you do to a cotton duvet cover? Customer Support were incompetent & failed to read what the previous 3 other customer support had written to me it seems!”

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Posted 4 years ago

“Can’t even begin to say how appalled I’m with Marks and Spencer! Ordered items online - Shoes for my son and a blazer. Unfortunately, the shoes are not leather and the plastic has come away, but the sides of the shoes have opened up and let water in. I have tried to return these shoes in store as they are faulty and not fit for purpose. A manager said no they have been ‘Hammered’ and refused a refund. I was to shocked to ask what she meant by hammered. My son does not play football or play in the playground like he would’ve done in primary school he is in sixth form college. I do not expect shoes to fall apart within 5 weeks!! I have called Customer Service, where the representative told me to hold the line as she thought it was also unacceptable. After 5 mins of holding the line went dead - no phone call back. I attempted another call and had to go through everything again but to be told there was nothing she could do, except go back to the store. What???? This is just unacceptable Marks and Spencer’s!!”

Helpful Report

Posted 4 years ago

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