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

“Read my trustpilot review regarding my furniture delivery. Appalling WINCANTON TRANSPORT AND SHAME ON YOU M&S FOR USING THEM. NEVER AGAIN WILL I BUY M&S FURNITURE OR ANYTHING ELSE.”

Helpful Report

Posted 3 years ago

“I paid £20 for unlimited deliveries, my first order arrived and was filthy - white top looked as though it had been used to clean the floor. Trousers and top had been screwed up into a very small bag. I rang customer services who were dismissive and told me to return them for refund. Returned item via M&S food hall a week ago, still no refund. Second delivery was meant to arrive 6 days ago, still not arrived and now tracking is saying ‘action needed’ but no details of when the item will arrive. M&S have really gone down hill. This is not the first issue I’ve had with them over last couple of years. Sadly will have to use other more reliable retailers and bid farewell to M&S as too stressful trying to chase them and getting a response. They’d do well to take a leaf from NEXT for prompt delivery and great customer service!”

Helpful Report

Posted 3 years ago

“Twice today I have tried placing an order for tailored shorts. Items are in my bag and available. When I select collection from Silverburn shopping centre Glasgow you then say they are unavailable. This is very unhelpful. Also it may be worth considering those people who do not want to register and be more open to people who want to shop without registering. I am already unhappy with you retaining information.”

Helpful Report

Posted 3 years ago

“Me and family are on summer holidays in London from Canada. Went to the High Street Kensington store this evening. I tried several dresses and decided to buy 2 and on the way to cashier picked up a sweater. There was a large mirror by the the shoe dept and I tried the sweater on in front of that. A staff member yelled at me loudly from afar and said I should go to the fitting rooms to do that. I was extremely embarrassed and so was my young daughter as all the customers started looking at us. I felt worse as I’m a woman of colour. After composing myself I walked towards the staff member and told her that I didn’t appreciate her tone. Her excuse was that she was doing her job. I was quite shaken after the experience and left the store feeling disgusted.”

Helpful Report

Posted 3 years ago

“What has happened to M and S sizing on slim fit ankle grazer joggers. Bought four pairs same size. Two correct length other two about 3 inches too long. Very disappointed.”

Helpful Report

Posted 3 years ago

“Your website is hopeles. Trying to find out what chocolates you sell. Only lists limited gift items. Same thing Trying to search food items.”

Helpful Report

Posted 3 years ago

“Furniture order placed in March, 2 delivery dates cancelled at the last minute. Customer Services lied and said I couldn't complain (complaint now mysteriously escalated). Don't buy from M&S they are happy to take your money and don't provide the goods. DISGUSTING!”

Helpful Report

Posted 3 years ago

“I would leave 0 stars if possible. Order an item, for my wedding... Told its on its way, its with the courier, its been refunded... Never asked it to be refunded - called up - stock problems, why take my order?? no reply - then told it was a glitch.... Their advise, reorder it and oh wait, your refund for well over 150 quid will be with you in 5 days... Stupid and terrible service. These companies just do not care, no wonder the high street is dead.”

Helpful Report

Posted 3 years ago

“Read the review 7th June on trustpilot 🥲is all I can say”

Helpful Report

Posted 3 years ago

“When purchasing clothes from store staff should inform customers of date for refund I’m aware it’s on the receipt but be aware if you are over the refund date don’t ask If anything can be done about you will be very embarrassed”

Helpful Report

Posted 3 years ago

“My bad experience was with the School Shop online. My first order I measured Mt son using the measurements on the site when item arrived all were to small. I did not have the returns label as stated so I had to email to get this and print it out myself. It took over 2 weeks to receive my refund. I then re ordered correct sizes but this ti e I received the wrong colour Rugby top(there's not even an option to chose a different colour as it's a set colour for the school) and the shorts thus time were to big so I had to return again and no returns again so had to email. I have now been waiting for 4 weeks for my refund I have been told its been issued this has caused myself stress and I will definitely not be using the School Shop again...”

Helpful Report

Posted 3 years ago

“How about YOU take responsibility for the couriers that you use. They come top of the list for the worst service and highest amount of pilfering. You did express regret at what has happened but surely you have some control over how things are delivered!”

Helpful Report

Posted 3 years ago

“Appalling customer service during a dispute over floral delivery”

Helpful Report

Posted 3 years ago

“I've been to their St ann store, took the wrong size by mistake, went the next day to exchange one of the 3 trousers to the right size, staff didn't give me a new receipt for the new trouser so I assumed that when you change size they don't give you a new receipt. 2 days later I noticed the trousers' fabric are rubbish and colour is leaving marks on my skin and other clothes as well so I decided to return the trousers, staff and manager refused to return the one that didn't have a receipt although it was staff mistake that she didn't give me a receipt, instead of the manager apologising for her unprofessional attitude and investigates further he spoke rudely and threw the trouser on the floor in front of all customers and said I'm the manager and I'm not returning it that's my decision if you don't like my decision call customer service. I did and they said they opened an internal investigation but I don't believe them plus eventually they send me a gift card not my cache, I had to take responsibility for their staff mistakes, M&S are desperate for any client and couldn't handle the loss of £30, they tried everything to keep it in store, rubbish store, rubbish management, rubbish products, hope they close soon, don't go there and save your money”

Helpful Report

Posted 3 years ago

“Read the reviews on TrustPilot regarding Torquay”

Helpful Report

Posted 3 years ago

“I ordered a set of bed linen yesterday. Today I picked up the package from the store. I got home and washed them and when I laid them out to dry I noticed that a pillowcase was faulty (the material was falling apart on the seam). Very disappointed thinking it wasn't cheap at all. I wouldn't give them a star if I could, considering I paid a lot of money for a rubbish.”

Marks And Spencer 1 star review on 23rd June 2022

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Posted 3 years ago

“I bought 2 packets of Footsies. I have a size 8 foot. These barely fit me & won’t protect my shoes from sweaty feet in the hot weather. Shame on you M&S. You no longer look after your customers.”

Helpful Report

Posted 3 years ago

“M & S cannot be bothered to pick up returns then don't bother information customers how else to do a return. No apology given, no explanation, no compensation. Just rude staff and no offer of alternatives. Won't be using M&S again”

Helpful Report

Posted 3 years ago

“I would like to express one of my worse shopping experiences I had i.e with M&S. I bought two pairs of jeggings from the store (Bangalore Phoenix Mall ), I was so excited when I bought that but gradually it is casted down as it spilled out it’s inferiority. After 4 washes fabric has started to peel off and soon it became a showcase piece as it is no damn good to wear. When I tried to address the same on customer portal, I have experienced the robberish behaviour of the executives trying some mockery activities on me to divert. The best shopping experience, the best customer response I wouldn’t like to experience again. Even though it has clear quality issue no action is taken at store and customer care serves after several visits. As per M and S only 35 days your product will be good after that, they will not take any concern. This is said to be one of the top best brand which is totally worse now.”

Marks And Spencer 1 star review on 13th June 2022

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Posted 3 years ago

“My 85 year old mother regularly shops in South End Green NW3 Marks And Spencer as usually it is worth paying a little more for the extra quality. Yesterday I when I saw her she said that she was very upset with the Cox apples she bought as three of them were so bad that she had to throw them away. The apple she kept was also bruised and I said that we would take it back, thinking Marks and Spencer are very good to their customers and would replace the apples. I spoke to the Store Manager at South End Green and was very disappointed when he said that all he could do was to throw the bad apple away as my Mum did not have her receipt. When we got to pay for the shopping we were buying the kind lady serving us at at the till recognised my Mum and said to me how sweet my Mum is and nice to meet her daughter, I showed her the bad apple and explained the situation and she was also surprised at the manager's decision, saying that she would have replaced the apples. i must say that although the new packaging is now more sustainable and does not use plastic it does make inspecting the apples very difficult to check for damage, bruising etc. I realise that the cost of apples are not an expensive purchase (although my Mum is very careful with her money) but I was more disappointed with the attitude and response of the Manager and his poor customer service.”

Marks And Spencer 1 star review on 12th June 2022

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Posted 3 years ago

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