Marks And Spencer Reviews

Name: Marks And Spencer
Address: Waterside House, 35 North Wharf Rd, London
Rating: 2.80

2.8 Rating 2,282 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,282 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 46%
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

“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 3 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”

Helpful Report

Posted 3 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 3 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 3 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 3 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 3 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!”

Helpful Report

Posted 3 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 3 years ago

“Failed to cancel and order despite meeting the criteria. Trying to correct their error (duplicated order) has taken days of dealing with the most inept and incompetent 'customer service' I have EVER experienced. I used to be a firm supporter of M&S but sadly that came to an end today. Too many other retailers out there providing a better level of service to waste time here any longer. Sad day”

Helpful Report

Posted 3 years ago

“Tried to buy some winter men's clothes today , lack of sizes , no staff to assist , eventually found three items I went to the till and two staff were busy social chatting , I waited for a few minutes and they both left the cash desk ignored me and disappeared. I was the only customer at the pay desk. I waited for a while then left my purchases on the counter and left the store. Awful rude staff and service in the Bexhill on Sea branch .”

Helpful Report

Posted 3 years ago

“Bought a blue Oscar sofa & chair arrived in May faded in places by August , complained, took to October to respond. The specialist came round said it looked 6 years old and they did nothing about it saying its UV damage. What sofa does not get some sun on it from time to time. M&S say its not their fault , so don't buy any dark blue fabric sofas from M&S unless you have either the intention to cover it up or throw away 2k. M&S for your reference in case you wish to rectify this 5918631J.”

Marks And Spencer 1 star review on 22nd October 2021

Helpful Report

Posted 3 years ago

“Birminghan store very very & pompuse nade a inquiry to a assisant i am disabled and have difficulty communicating bra section SHOCKING ITS A DISGRACE 😡”

Helpful Report

Posted 3 years ago

“Please save yourself money and… Please save yourselves money and stress. Cheap quality and appalling customer service. Four chests of drawers, all damaged, staple holes completely covered the back of each one, an extra leg at back is a plain piece of wood! drawer knobs completely different to ones advertised, drawers aren’t aligned, and are unfinished, bubble paint marks, scratches. Delivery was fraught to say the least, disrespectful and most definitely not covid friendly. They dragged furniture across my floors, leaving polystyrene in every room, then told me to clean it up? I’m a disabled pensioner using a Zimmer frame. I actually sat and cried a number of times throughout weeks of trying to get things sorted. Spoke to someone called Tiz, who actually suggested the holes at back of drawers were staple marks, and that’s exactly what they are! Obviously an issue that doesn’t get sorted, as I replaced one chest for another colour, which arrived six weeks later, complete with staple holes!! she did give me a discount on all of the drawers, but the problems continued. Once you get a discount, they don’t want to communicate, making it difficult to email, leaving you on hold, going on holiday every other week etc. I think they fit them, so you won’t notice the damage, the drawers in my bedroom still has polystyrene and cardboard covering the strange extra leg at the back. It’s far to cumbersome to move, so I’ve left it in situ. I’m left with unfinished furniture and a scratch wooden floor. They sent paint pens without informing me of this plan, then emailed to say someone would come out and paint the plain piece of wood on another chest?? I’m sure the idea was for me to paint it myself, I flatly refused to allow them back in my home for safety reasons, and the blatant disregard they have for you and your home. I spent over £1000, didn’t check reviews, as most people say, I didn’t think I needed to as it was M&S, my own fault. Total waste of money, but the stress was, and still is despairing. We are not just customers, we are human beings. They should hang their heads in shame. I would like to add photos, but there doesn’t seem to be an option for it!”

Marks And Spencer 1 star review on 19th October 2021

Helpful Report

Posted 3 years ago

“This is Chandrakanth M K ordered a trouser from Mark's and Spencer order number 2001088213 order date 29/09/2021 and I received which was completely different from what I was ordered and made a return request and after one week I didn't get any response and my return request was expired and there is no option to request a return this is the shame on the Brand and it was completely flop Brand”

Helpful Report

Posted 3 years ago

“Very disappointed with the customer service for not helping me obtain an item I wrongly returned to their store instead of Next . I have not been able to retrieve my item and the returns department at marks and Spencer have kept my item . I tried customer services and have wasted two days one day a week ago and again today for help in trying to get my item back so I can return it back to Next . Today after chasing and writing to the chairman to help me retrieve it I have been told it was scanned in going to the returns department on the 1st October but as it has been more than 9 days since been scanned in they cannot retrieve it . Why ? I was not contacted by the department at any point although customer services assured me last Tuesday it would be returned to me Somebody there who scanned and opened the bag knows where my Next item has gone and would like Marks and Spencer head office to intervene and question why the item was never returned brand new with tags from Next .”

Helpful Report

Posted 3 years ago

“WARNING - DO NOT BUY FROM M AND S ONLINE! YOU HAVE BEEN WARNED. READ ON IF YOU WANT. Ordered three item of clothing, 2 arrived 1 didn't. Went to contact M and S as their website does not have the links to help so I telephoned. As others have mentioned, the options provided do not match and quickly close the call down. After retrying different options I got through to a customer rep who said my missing item will arrive the next day - of course it didn't arrive and no notification from a courier nor M and S received. Telephoned the next day and managed to work through their very bad telephone service, spoke to a customer rep and was told my item will arrive in 24 hrs then the conversation was abruptly cut off. Also, the customer rep had difficulty understanding the order number read to to them. So, I decided to make a customer complaint, but no customer complaint option on the M and S website, and get this, I had to telephone, LOL, to get the customer complaint email address which by the way is almost as incomprehensible as their telephone service. WHAT HAVE YOU DONE M AND S????? You used to be much better than your competitors. Back to NEXT and Amazon.....Never will I use the online service at M and S again.”

Helpful Report

Posted 3 years ago

“MORAL OF THIS STORY -DOUBLE CHECK TRACKING INFORMATION OT ENSURE YOUR GIFTS HAVE BEEN DELIVERED I ordered a ‘letter box’ gift and paid for a nominated delivery date and received an email on October 10th from M and S to say it was on its way. The next day I was surprised to get no acknowledgement from the recipient, but after checking DHL Tracking , the fact was it had NOT been delivered. Additionally there was another note on the DHL tracking page advising ‘ We’re sorry but we do not appear to have received your consignment from the sender’ !! No advice to this effect from M and S who are very difficult to contact 40 MINUTES ON the PHONE TO M AND S the next day … who assumed the box had been delivered, but after checking tracking realised it hadn't been. They agreed to resend it ,then found the box is out of stock so resent a box of fruit instead – and said they would refund the nominated delivery charge , ( the only reasonable thing they could do, but no compensation, and not what i had wanted) TRULY DREADFUL SERVICE FROM MARKS AND SPENCERS. The information on the order history would lead anyone to believe it had been despatched, and delivered- which would have meant they had my money for nothing!! I also contacted DHL by email and the Milton Keynes depot replied very promptly ‘’please contact our customer service team on 02476937777 or 02476937770 so this can be queried with the collection depot’’. So I phoned them - they however cannot give any details due to data protection to anyone other than the recipient of the parcel – but basically it was never scanned and collected by them. Everything is automated, and if the goods are not scanned DHL do not have them, so the fault lies with Marks and Spencers.”

Helpful Report

Posted 3 years ago

“Terrible service ! Ordered some flowers and a hamper of biscuits and tea for my 72 year old mother’s birthday , kept on getting emails the deliver is late , bare in mind I made the order two days ago so it will reach on time , I live abroad with my siblings , poor mum thought we have forgotten her birthday ! She got the biscuits late in the afternoon, the delivery guy just rang once and left them down stairs ( she lives on the fifth floor !) she waited for 20mins no one came up , till our neighbor picked it up and saw her name . The flowers were not their yet ! Called M&S they said if they’re not there by 7pm (my mum’s bedtime )we will investigate , they didn’t even give us a choice for a delivery time ! They were probably left somewhere too , so overall a terrible experience , I’ve always used interflora they’re reliable and professional, i thought it would be nice to get some of her favorite biscuits and tea , it would have been easier to send our neighbor or one of my friends to get some , M&S is 2 mins from Mum’s place ! I just feel bad for her :( alone on her birthday and hasn’t received anything from her children ! Thank you marks and Spences . I will make sure this is the last time I use your service , thank hod for Waitross which is also close to her .”

Helpful Report

Posted 3 years ago

“I have always bought clothing at M & S and this includes lambswool jumpers. Unfortunately my last lambswool jumper ended up with holes in the armpits after a short time and I decided not to buy another. My daughter however bought me another one in June for my birthday and I hardly wore it during the summer. By September the armpits have fallen apart again so I took it into the Oxford store. The manager there said without the receipt nothing can be done. I had already asked my daughter if she had it but she didn't and had paid cash at the time but you can see the jumper is as new. Don't waste your money on these poor quality jumpers. The quality is really poor now in M&S and I believe Primark are better. The M&S greetings cards are horrible, cheap Chinese cards bought in for 1p each the type you would find on a market stall. Where are all the quality Hallmark etc cards,”

Helpful Report

Posted 3 years ago

“I ordered underwear from the M & S… I ordered underwear from the M & S website. The bras did not fit and when I looked in the plastic package there was no returns paperwork. I sent an email via the M & S website and received no response. I then used the 'live chat', dealt with a robot and finally was allocated a human who acknowledged that I had been transferred to a human but then did not continue to ask how they could assist. I have wasted so much time and no wearable bras to show for it. EXTREMELY disappointed. So much so that I have wasted more time writing this negative review”

Helpful Report

Posted 3 years ago

Marks And Spencer is rated 2.8 based on 2,282 reviews