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

“Bad communication & misleading. Waited weeks for bedroom furniture to be delivered. Took a day off work. When the delivery men arrived, they told me they didn't have enough space to work in. One bedroom was completely empty with loads of space and only had my bed in there. They needed me to remove the bed completely to enable them to work because they needed 11ft x 7ft to work in! Who has that space available? M&S never warned me about that - in their T&Cs and in the emails I was receiving from them, they just said to give the driver 'enough space' to build the furniture. Apparently this happens all the time with M&S and their deliveries and customers are always left disappointed (according to driver who has worked with them for 4 years. I never got my furniture - the driver drove away and I have to wait another 2 weeks until they can come back again. I now have to empty all of the rooms that the furniture needs to go in. Thankfully I now have some notice, but it would have been nice if M&S did this in the first place to their customers!! Very disappointed.”

Helpful Report

Posted 7 years ago

“Reposted to keep it alive. This company are really not very good . I simply cannot understand how people rave about their food quality, when in fact it isn't very good at all. This company try to live on a bygone reputation, when there was little else really to get clothes from. The quality of their items is not good at all for the price. Whoever their buyers are should be sacked and get in people who understand what the public want, not what the the company THINK they want. Paying over the odds for clothing does not mean great quality. In fact this company sell clothing items either too long in the sleeves, trousers that are not what the size states they are, to name but two. I live in Kent, and the store in Dover has closed down recently. It has moved down nearer the sea front selling food only. This shopping precinct idea came from Dover District Council, and anyone living locally knows what this means. It most likely means that like everything else DDC get up to, it will fail. Seems like M&S didn't do their homework!! Who on earth is going to make a special trip to Dover to shop in Marks, for example, when they can drive a short distance to Canterbury and shop in that store which sells food also. It is very big. Come on Marks, get your act together and get with the times. Oh, and don't do what all the others are doing....self service checkouts. It is a fact people, that every single item you buy, the price of it being scanned at a REAL checkout by a REAL person, has been factored in to the total cost. If they want self service then insist on a discount for doing so or DON'T use them.”

Helpful Report

Posted 7 years ago

“I believe that they use to have expensive but a good quality food. But now just the price stayed. I found yesterday in Skegness pasta with Fungus on a shelf for sale!! So many times in different shops( Lincoln, Skegness) I bought oranges. They were awful. Paying £4 and having it binned is not good! I thought it was bad batch or something so I tried a few more times in different months. Still the same. Why they are cheating customers? They are selling tropical juice as the big front writing saying, but it is made from apples with adding some concentrates. I wouldn't recommend it.”

Helpful Report

Posted 7 years ago

“I purchased a mens M&S suit almost 4 months ago, and already - after light use - the material in the legs has worn thin leaving a hole. This has never happened on any of my suits (including M&S suits) before. Initial contact with Customer Service was great - they told me to return the suit and they would see what they could do. Three weeks later M&S ship the suit back to me saying that there is nothing wrong with it and imply it only wore down because I must be fat. Hmmmm. (A) I'm not overweight and again must stress I've not had this problem with ANY suit before, and (B) M&S are essentially admitting then that they wouldn't expect suit trousers to last any longer than 4 months after sale (does this meet the "fit for purpose" criteria of the Sale of Goods Act ? I doubt it). The letter, from a generic customer service rep with no background in textiles, stated "in her opinion" it was general wear and tear as M&S had no reports of this before. So it sounds like the first person to open the returned suit had a quick look at it and decided it looked fine to her. I queried this further with M&S asking what level of expertise this person had to determine there was no fault in the fabric. In response M&S said as I was being persistant they would take the suit back again and have one of their "textile technicians" examine it. I queried why this didn't happen in the first place and asked a few other questions about the whole returns process. Customer Services responded, but deliberately failed to answer all of the issues I raised. So I emailed Stephen Rowe (he's a big cheese - you can find him at steve.rowe@marks-and- spencer.com) to ask for further clarification . Mr Rowe kindly redirected me straight back to the person who failed to answer my previous email. So....I'm not impressed. I doubt very much I'd buy any more of my suits from M&S, simply because of the uncooperative experience I've had with Customer Services (up until this latest purchase their suits have been fine). Ironic really when a quick Google shows that M&S appear to be struggling with their clothing line. You'd really think they's want to retain customers, not alienate them. Oh well, it's not like there aren't a whole lot of other retailers out their that can have my money instead.”

Helpful Report

Posted 7 years ago

“M&S so far off the marks these days. sizing, product quality and everything that was good gone to rat sh1t”

Helpful Report

Posted 7 years ago

“Marks & Spencer Flowers! Forget them - absolutely useless service! Ordered two big bunches of flowers for my wife on our first anniversary. M&S failed to deliver on the appointed day (booked a week ago) and so my wife had no flowers. Suggest there are much better companies to buy flowers from online and M&S should be avoided at all cost. They’re rubbish!”

Helpful Report

Posted 7 years ago

“I cannot believe how poor Marks & Spencer's clothes are. How on earth do they work out their clothes sides! I purchased 2 pair of trousers and neither fit. One pair is so poorly made, I would have got better off a market stall! I also bought a pair of jeans - the legs were that skinny I had trouble trying them on. I have tried for a while now to buy clothing from Marks & Spensors, but after this attempt, I will not even waste my time anymore. I strongly recommend they replace ALL their buyers, before there is no Marks & Spensors at all.”

Helpful Report

Posted 7 years ago

“This company are really not very good . I simply cannot understand how people rave about their food quality, when in fact it isn't very good at all. This company try to live on a bygone reputation, when there was little else really to get clothes from. The quality of their items is not good at all for the price. Whoever their buyers are should be sacked and get in people who understand what the public want, not what the the company THINK they want. Paying over the odds for clothing does not mean great quality. In fact this company sell clothing items either too long in the sleeves, trousers that are not what the size states they are, to name but two. I live in Kent, and the store in Dover has closed down recently. It has moved down nearer the sea front selling food only. This shopping precinct idea came from Dover District Council, and anyone living locally knows what this means. It most likely means that like everything else DDC get up to, it will fail. Seems like M&S didn't do their homework!! Who on earth is going to make a special trip to Dover to shop in Marks, for example, when they can drive a short distance to Canterbury and shop in that store which sells food also. It is very big. Come on Marks, get your act together and get with the times. Oh, and don't do what all the others are doing....self service checkouts. It is a fact people, that every single item you buy, the price of it being scanned at a REAL checkout by a REAL person, has been factored in to the total cost. If they want self service then insist on a discount for doing so or DON'T use them.”

Helpful Report

Posted 7 years ago

“Bought Garden furniture in 2015. By 2017 it was disintegrating as the wood it was made of was so soft it got got water logged and the chair backs started sheering off Apart from the very poor quality of the product, the customer service to address the problem was appalling. There seems to be a computer says no regime with no one taking responsibility and impossible to ibe put through to management. I will never buy furniture at Marks and Spencer’s again and would never recommend that my friends do so. It is a very different service from the clothes and food departments when they are always keen to help the customer.”

Helpful Report

Posted 7 years ago

“I go to buy a basket full of birthday cakes in Marks and Spencers, London Bridge Station. I ask the Marks and Spencers lady if I can pay at the till rather than use self service as it will take forever. I am told NO - self service only. Not what you expect from M&S!! Happy birthday then!”

Helpful Report

Posted 7 years ago

“On a recent visit to Coatbridge Food store while packing my items I used two small food bags for bacon and a turkey joint to keep them separate from other items, these small bags were in the bottom of the basket I had used. They are the ones you can use for loose fruit and vegetables I was stopped from leaving the shop and informed that I had not paid 10p for the two small food bags. I was unaware that there was a charge for these small bags. A member of staff stood over me and made me empty out all my shopping and took the two small food bags off me. I would have paid the 10p had I known. I wish I had paid the 10p but it all happened so quickly and I just wanted to leave the shop, it was a very embarrassing experience and I will not be returning the Coatbridge M&S Foodstore I was going to ask to speak the manager as this member of staff was needlessly aggressive and it was awful to be treated like a shoplifter, but on checking this person's badge I was amazed to discover she was the Manager. She is not setting a very good example to her staff. She was unbelievably rude over a genuine mistake. What has happened to Marks &Spencer? Who is doing their recruitment?”

Helpful Report

Posted 7 years ago

“There are no staff on shop floor to help find sizes or advise.I visited your walsall store on Saturday I needed a pair of shoes,there are no clear size labels on display.I spent about 20 minutes searching for a wider fitting in my size.I looked around NO assistants,I aproached a lady on fitting room and asked for help.She said all sizes were on display,I said which styles did a broader fitting she said you will have to look. I left the store went into Clarks where I was greeted by a charming young lady who found me a selection of shoes. I left with 2 pairs of shoes.NO WONDER YOUR CLOTHING BUISNESS IS FALTERING. This not the first time I have not found help in your store.”

Helpful Report

Posted 7 years ago

“The plant I had delivered was sent in a 1" deep box designed to fit through a letterbox. The postman rang the bell because the box had burst open (because football was too big) & contents hanging out. I rang M&S, the operator was brilliant & got me a replacement sent the following day. Although not as bad, the box again was open & the plant in much better condition (the first one ad been broken & badly damaged). Although I was grateful for the gift, I would advise anyone against ordering from M&S flowers.”

Helpful Report

Posted 7 years ago

“Ordered an item on line. Initially I was offered free delivery but then as the clock ticked into the next morning that was mysteriously gone. Never mind, didn't mind paying the postage. Items arrived within couple of days, no problem, but although they were exactly the same style as the ones purchased the week before they were far too small! So, returned the same day 12th March at 3.39pm. Didn't hear anything so tracked the return parcel. For some reason it had not even gone out to be returned to the warehouse until Saturday 17th March!! Anyway, went on line to enquire why I still hadn't received an email advising about my refund only to be told that they package has still not reached the warehouse! Just don't get it, why does it take 2 weeks for a package to be returned to the warehouse and if it's the fault of Royal Mail then they need to talk about changing their contract! Very disappointed as apparently nothing can be done until the 14 working days has passed, even though they can tell that I did return the package on 12/3 and it was out for delivery on 17/3. I WANT MY MONEY BACK!!!!! When I shop with LTS or Next I get free delivery and returns and if I have to return an item I've never waited longer than 5 working days usually less with Next. Don't think I can stand the stress of shopping on line with M & S again”

Helpful Report

Posted 7 years ago

“Purchased two of chairs 14 months ago along with the matching sofa. The seat cushions on both chairs have creased badly. Reported to M and S and they sent out a guy from 'Fira'. His report was nothing like what he had said to me when he inspected the chairs. I honestly thought he had the wrong house !!. Spoke to M and S and they said from seeing the photo's he had sent in they agreed to replace the inserts of the cushions and this would take about 4 to 5 weeks, Excellent I thought NO. When I rang to chase them up 5 weeks later they said the cushions had now changed and any replacement would not fit into my cushion covers !! Looks exactly the same on line.....Basically M and S have just wiped their hands of this complaint, so I have been left with two hardly used chairs with faulty cushions. I WILL NEVER SHOP WITH MARKS AND SPENCER AGAIN. Such a shame that a Company that once held such great respect has gone this way. NO WONDER THEIR PROFITS HAVE NOSEDIVED, Perhaps they should look at how they treat their customers.”

Helpful Report

Posted 7 years ago

“Ordered online for collection. 6 items. i was told it was ready, collected bag to find 4 items and a bill for 6 saying items in bag. Had to spend ages contacting customer service, only to be issued and sorry for wasting your time, here is a refund. Really!”

Helpful Report

Posted 7 years ago

“I recently received a coat that is worth 149 pounds as per the tag, however I was charged 252 US dollars for it. Even when accounting for the exchange rate, this is significantly in excess over the price I should have been charged from M&S. This is an egregious markup of over 35%. A 35% markup does not justify nor represent increased operational costs to sell me the same exact coat they are selling to local consumers. M&S is dishonest, discriminates against international customers and employs bait and switch tactics. What real company would pass their increased costs down to the consumer? Terrible customer service.”

Helpful Report

Posted 7 years ago

“Ordered a bouquet of flowers for my 90 year old mother for mothers day. Received confirmation on Saturday evening to say they were despatched. Got an email Sunday at 4pm in the afternoon to say they was unable to carry out the order. How bad is that. Phoned last night to complain, waited 40 minutes to speak to someone, was then told a manager would call back last night, still waiting. I am not impressed.”

Helpful Report

Posted 7 years ago

“The problem was during the 'title' part of the delivery address. I needed 'Canon & Mrs ...' but their site prevented this. I would have settled for 'no title' at all but this also wasn't possible. I was so cross that I cancelled the order. I won't use their flower department again.. and I have reported the problem to them.”

Helpful Report

Posted 8 years ago

“Very poor customer service. Webpage states 7-10 working day delivery when it will actually be 2 months! No sorry!... they are happy to take your money under false pretences.”

Helpful Report

Posted 8 years ago

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