Marks And Spencer Reviews

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

2.8 Rating 2,281 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,281 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

“I had a gift of flowers delivered and a food hamper both times they were left on the doorstep , as we were at home it would have been helpful if the courier had rung the door bell , it was only by chance i found them , and not satisfactory in this heatwave . As a loyal M&S customer i was very disappointed with the service and will not order these type of gifts for anyone else . My daughter also had a birthday gift delivered and there was no indication who it was from , although I know the sender ask for a gift card to be included . I think the online ordering service needs looking at .”

Helpful Report

Posted 2 years ago

“How do Marks and Spencers let Managers Destroy the amazing good Reputation they spent many years building these Managers are rude arrogant and to lie about a customer just to get He or she out of there food hall i will never shop in torquay again absolutely Disgusting i can't imagine how that customer felt to be treated and spoken to like that very sad”

Helpful Report

Posted 2 years ago

“Sorry but just saw the m&s ad for the sourdough bread. It prob tastes great but who can afford 4 quid for a loaf of bread these days. Offensive!!”

Helpful Report

Posted 2 years ago

“I have never posted a bad review before. When I ordered 2 sofas from M&S I never once thought there we be a problem, to me, this store stood for quality and excellent customer service. How wrong could I be? The whole experience has been a total farce. It is so difficult to get any information. The customer service team never contact you when they say they will. Their delivery contractors, Wincanton are useless to say the least. 6 months on, I still don’t have a sofa. Marks and Spencer are happy to take your money, but when things go wrong, they have proven that they really do not give a damn about their customers. NEVER AGAIN M&S”

Helpful Report

Posted 2 years ago

“I am aware of this situation ie skinny smug Andy what they did to this lovely customer who spent good money in our store it was very upsetting and embarrassing what this pair and others did.but have to say all managers here can do what they want and this review proves M+S don’t care HR should have looked in to this one”

Helpful Report

Posted 2 years ago

“SKINNY SMUG MANAGER it was in 2020 i walked in to M+S were i have shopped for many years and saw this very SKINNY manager who i have seen many times before went to say good morning to ANDY and he DELIBERATELY turned his back on me and walked off my first thoughts were how RUDE i then spoke to a someone called Jane and asked who ANDY was she said he has move from there Exeter store and is the new commercial manager i said what he did and she said report him to customer services and gave me the number she was so kind and helpful to me when i got home i rang customer service and told them what happened they said it would be report back to the general manager of that store and they would not tolerate that kind of behaviour a week later i went back in the store and saw SKINNY ANDY he said [ HI MATE ] i here you put in a complaint about me i said yes i did he said when was that i said about a week ago his reply to me was i hate to say this to you but M+S look after there MANAGERS and they will JUST PAY LIP SERVICE with you but HEY i do from the bottom of my hart feel so sorry for you the customer but hey you have a nice day i was fuming went outside and rang customer service back and to my luck spoke with the same man as before he said stay on the phone please how dare he speak to you like that i walked back to my car and customer service said if you go back in the store he will apologise to you i said no i am to upset for that he said this will be be report to the EXECUTIVE TEAM and they will deal with this and said how sorry he was for what happened the next time i went in store i was approached by the general manager Claire who said can i speak with you outside my god if only i recored what she said to me she took me down the side of the building and said flicking her fingers in the air as she spoke this was her words to me i take it very seriously when customers make complaints against my MANAGERS my role here is to protect the good name of the store and my staff i went to say were does the CUSTOMER fit in and she turned her back to me and said i am not interested to here what you have to say and said SKINNY ANDY has denied having the conversation with me i said all calls are recorded at customer services she then walked away from me saying she would warn her staff to avoid me but did say she did i believe what you say how confused was i. then in 2021 i was told not to shop in there store as rewarding staff for good customer service was against M+S policies i said why did staff take it if they new they would be in trouble for taking it i was told by the staff CLAIRE made it clear she would stop me shopping there anyone reading this will agree how did they keep there jobs the EXECUTIVE TEAM said they can not go against the managers decision my advice avoid SKINNY SMUG ANDY at all cost 0r keep out of TORQUAY but to be fair most of the staff there are VERY NICE every word of this is TRUE but would like to say most of the staff will SMILE AT CLAIRE flicking he fingers in the air as she talks she must be FAMOUS for this”

Helpful Report

Posted 2 years ago

“I ordered a Wedding Anniversary cake £40 for our 60th Diamond Anniversary which was to be collected Friday 12th August. Unfortunately I realised 3 hours after I had sent the order the cake was being delivered to a store 50 mile away not to our local store 3 mile away. I immediately contacted M&S although it was a week before it was going to be delivered NOTHING COULD BE DONE !!! Yes I should have noticed - but what possible logic is there to deliver a cake to a store 50 mile away and a completely different post code when my local store same postcode 3miles away. The people I contacted by telephone were most unhelpful. Is this what M&S has become no customer care? We have no cake for our Wedding Anniversary because we cannot travel 50 mile to collect it . So thank you M&S for spoiling a Very Special Day. I shall no longer be using M&S on line services.”

Helpful Report

Posted 2 years ago

“most of the marks Spencers i have shopped in are lovely its the managers in TORQUAY read there reviews says it all”

Helpful Report

Posted 2 years ago

“Marks & Spencer‘s is a complete shambles customer services have no information or telephone numbers for individual stores stocks are very very low and I urgently need to speak to someone and cannot”

Helpful Report

Posted 2 years ago

“Took over £200 out of my account eventhough I cancelled the order straight away. I feel Marks and Spencers are lagging behind other retailers which don't take the money for a cancelled order.”

Helpful Report

Posted 2 years ago

“Tried to order sandwiches and a cake on order. They offer a 10% discount for both items but impossible to get the discount applied online. Phoned customer services who couldn’t help. Have spent over 30 minutes trying to give M&S business - very frustrating”

Helpful Report

Posted 3 years ago

“*******SHOCKING TREATMENT ******* Why would a company ban a customer for a genuine caring, thankful guy for wanted to show his appreciation for being giving great customer service and to be spoken and treated the way he did by the management team I was disgusted to witness such shocking treatment to a customer. I always thought m&s treated there customer with respect I think The Torquay store needs to look at it management team in the foodhall otherwise you will be losing a lot of valued customers.”

Helpful Report

Posted 3 years ago

“OMG read the review about being banned from M+S for rewarding staff how dare the manager ban a lovely customer who has shopped there for over 20 years when her staff are the ones at fault. and the manager that took a gift from the customer and they have worked there for 30years how the hell do HR allow this to happen absolutely Disgusting.the general manager should be sacked if she couldn’t tell her staff not to take not to take gifts from this lovely customer something is seriously wrong.but they did and spent it and kept there jobs I will shop elsewhere”

Helpful Report

Posted 3 years ago

Helpful Report

Posted 3 years ago

“King Prawn Aflfredo. King Prawn !!! have never tasted such tiny tasteless tough prawns, runny tasteless sauce. Absolutely dreadful”

Helpful Report

Posted 3 years ago

“I received my order to day, 1 item missing. No mention of it will be delivered later. 1 of 1 parcel. But that is not why I am unhappy, my clothing items were screwed into balls and thrown into the bag. I have seen better at a jumble sale. It looks like your staff are very unhappy at work, and could not careless about customers orders. On the other hand when I phoned customer services today about the missing item, and disgusting state of my order. It sounded like party time, loud laughing, people screaming. I was unable to hear what your service adviser was saying. I had to discontinue the call. Over the last few months, I have used Seasalt, Joules, Sahara, Thought, Messi clothing co, Fat Face, all items have been delivered looking beautiful. Ready to wear. Not so for Mark's and Spencer they don't just need ironing they look like rags, they need washing. I am extremely upset with the way you are treating people. This is not the first time this has happened to me, but it will be the last.”

Helpful Report

Posted 3 years ago

“it was one year ago after shopping in Marks and Spencers for over 20yrs that this very tall section manager took me outside and said we have enough evidence now to ask you not to come in to the store i asked what evidence do you have he said rewarding staff for there excellent customer service skills was against M+S policy's and there staff no they would be sacked for taken rewards i said so explain to me why staff have taken money from me and a week later said thank you so much it was very kind of you i even gave Nicola a manager a box of chocolates and said to her are you ok to takes these and she said yes that would be very nice she then came back to me and said they were very nice thank you my Daughter and i enjoyed them. and she has worked there for 30 yrs. i then said to him if the staff said to me we would lose are jobs for taking rewards from me i would never of put them in that position or myself he didn't no what to say to me just went bright RED but have to say i felt sorry for him there's a saying don't shoot the messenger my solicitor said its called entrapment and should take it further. but hey Nicola and her CHAV girlfriend will have to live with the lies they told the police. i was told by one of the managers that the staff would normally donate the money to charity so it would benefit everyone how confused am i with this HORRIBLE experience and such TWO FACE STAFF”

Helpful Report

Posted 3 years ago

“Unauthorized purchase charged to my account. Told via chat that had to resolve the issue by phone and that would be an international call for me and likely cost more than the charge. I had never heard of this company prior to this unauthorized charge. PayPal was of no help.”

Helpful Report

Posted 3 years ago

“I wish aim could give zero stars as that’s all they deserve. I placed an order for a birthday gift for my Sister. Tracked the parcel on the day it should have been delivered. Two hours after the delivery time I was given I received a message from useless Yodel informing me the parcel had been delivered and signed for by my Sister. When I spoke to her she told me the parcel had not been delivered and she had been home all day. After many many emails I was horrified to find out the driver had delivered the parcel to a woman in the next road. Following my complaint the driver tried to get the parcel back but the thief refused to hand it over. Yodel’s advice to me was to ask M&S for a refund. I am disgusted a the service from both companies. M&S Customer services have been absolutely awful. Most of the time they don’t even know what I’m complaining about and keep mentioning fresh flowers! I have no idea why as I did not order fresh flowers. The standard of their replies is shocking and English clearly is not the first language of the Customer Service Team. I have lost count of the number of people who have replied to my emails. I have never had the same person deal with my emails. My Sister now has no birthday present while some thieving woman is enjoying her gift. The worst thing is my Sister knows who the woman is but I don’t think she should have to put herself at risk by knocking on the door to ask for it back. I think the least that M&S could have done was send a goodwill gesture to my Sister but they haven’t bothered to do that and neither have Yodel. M&S have had their last order from me. The service all round has gone downhill and there are much better stores/services out there.”

Helpful Report

Posted 3 years ago

“Tried 4 times to place an order. Each time was timed out, claiming no activity for 30 minutes. Total time much lower than this. No given up, will go elsewhere.”

Helpful Report

Posted 3 years ago

Marks And Spencer is rated 2.8 based on 2,281 reviews