Marks And Spencer Reviews

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

2.8 Rating 2,284 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,284 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

“New wardrobes delivered and assembled by M and S. Trouble is M and S have sent the wrong colour. M and S well what can I say. FFFF useless. After calling useless customer services, which apparently is now off shore. So now the saga continues, M and S now have to send a man out to look at the wardrobes incorrectly supplied (wrong colour) to see that there the wrong colour, apparently the photos of the wardrobes are not good enough even though they spookly look like the ones on the the web site. If we reject the goods however as incorrectly supplied, then M&S will give you a refund minus £50 to cover the cost of them collecting the incorrect order. You couldn't make this up, sounds like something from Faulty Towers, maybe someone should write a sitcom about this. Anyway, if you've read this far , then you'll probably guess my opinion . Updates will be added to this. To be continued.”

Helpful Report

Posted 6 years ago

“Customer service rude. Steve Rowe CEO ,should resign”

Helpful Report

Posted 6 years ago

“My mother in law who is 84 years old with Dementia was somehow issued a credit note by M&S for £173. The family had no idea about this until we found it in a bag with Christmas cards we planned to help her write. My MIL can't remember either as her Dementia has deteriorated. The credit note was days out of date. I contacted M&S and was asked to write & enclose a photocopy of the credit note. Despite writing twice & explaining my Mother In Laws Dementia & the fact it was only days out of date, I got the same reply........ NO, CANNOT BE USED. Absolutely heartless. They would allow a loyal, elderly customer/pensioner with a severe illness loose all this money while they had already taken the goods back & probably resold them.”

Helpful Report

Posted 6 years ago

“Great products and superb customer service. high street and online gem”

Helpful Report

Posted 6 years ago

“First, my click and collect order did not show up. I was told it was there but it wasn't, then it was there again and wasn't and on it went! The event I wanted the clothing for came and went but they had my money of course. I complained and received a lengthy apology, blaming all sorts of things and offering me a refund (to late to buy something for my event) and a nice e gift card for my trouble. Guess what, despite 3 weeks and numerous reminders from me, I never received the e gift card. They are disorganised and deteriorating at a fast pace. My grievance has been passed from person to person in their executive office, which seems clueless.”

Helpful Report

Posted 6 years ago

“Absolutely appalling company to deal with, ordered a wardrobe, set of drawers and a set of side bed tables. Paid for in full and arranged a certain delivery day, 2 weeks gone date of delivery surprise surprise is postponed... Absolutely disgusting service & treatment with everyone I speak with. On your website you claim 1 week despach, when the customer pays you, you then move the goal post and say there is a delay. Bunch of liars . And you think by just saying Sorry you ll get away with it!!! I will never ever recommend or use this company again. Marks and Spencer your furniture department is rubbish!!!”

Helpful Report

Posted 6 years ago

“Christmas order presentation was disgusting pre ordered food. Every item of food packaging was soaking wet luxury panna cota if you didn't hold the item at the base it would have fallen through. Tomato salad unavailable no apology certainly will not order Christmas by MS.”

Helpful Report

Posted 6 years ago

“Telephoning my local store or indeed any store is a nightmare! What on earth has happened if you eventually get put through to someone they can barely understand you and the woman I spoke refused to put me through! Absolutely disgraceful”

Helpful Report

Posted 6 years ago

“So disappointed with the Top Iced Madeira Cake this year. I particularly sought this out as it is a family favourite at Christmas. It was stodge with icing on top. How you could say it was Madeira Cake I have no idea and at £7 it was a complete let down. Is this a new improved recipe or just badly produced?”

Helpful Report

Posted 6 years ago

“I ordered a 12-14 size Pembroke bronze free range turkey on 4th Nov for collection on 23rd December. I have ordered a turkey from M&S for 10 years. When I arrived at the selected time 10.15 am I was presented with a turkey for 6 much smaller than the one I ordered. I was so angry. The manager then offered me 2 turkeys to replace the larger one I ordered explaining that there had been mistakes in the ordering for larger turkeys. The thought of having to try and get two turkeys in the oven was really stressful. There was no prior warning. I was close to tears and the manager tried his best but the whole experience was just awful. A company like M&S should not make mistakes of this kind. Turkey is the main event and I didn't have the one I had carefully selected and ordered. Another turkey was found and I ended up with a Norfolk turkey which is a cheaper one but was for 8-10 people and the smaller Pembroke. I had paid £30 deposit and that paid for the small one and the manager offered the other one free. This is no way compensated for the stress and disappointment I felt. I have complained to customer services but have had very bland apologies for such a major error. I will NEVER order a turkey from M&S again and I am appalled at the response from customer services!”

Helpful Report

Posted 6 years ago

“The Xmas Turkey I pre-ordered was very disappointing, being extremely dry and tasteless.”

Helpful Report

Posted 6 years ago

“picked up my pre ordered turkey on the 23/12/18, cooked it as per instructions, I have been cooking turkey for 50 years! This was the worst turkey ever, absolutely tasteless, and tough NEVER AGAIN .”

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Posted 6 years ago

“Went to pick up my christmas order only to find my large turkey had been replaced by 2 smaller ones, they actually acted as if they were doing me a favour because i was saving £4 eally disappointed, would have left whole order if i thought id get another one somewhere, not ecen a phone call to say it hadnt turned up.”

Helpful Report

Posted 6 years ago

“Their customer service is absolutely ridiculous. Time wasters. Gift was faulty I sent them all the order details with the fact it was a gift clearly stated from the start for them to tell me they couldn't do nothing after I'd wasted my time getting all the correspondence and forwarding it to them. Why not make it clear at the beginning.”

Helpful Report

Posted 6 years ago

“After a recent house move which resulted in goods going into storage my daughter found some recently expired un-used gift cards. I understand that companys have policies and t&c's relating to gift cards but this was exceptional circumstances and the cards amounted to a considerable amount of money. M&S customer service were not prepared to discuss and all I had was a standard crib sheet response, no personal touch. I have shopped with M&S for several years to the point where I have now got to an age where my weekly food shop consists of a trip to my local store. Out of 5 companies contacted, M&S were the only ones unwilling to show any empathy. My shopping habits will now be changing”

Helpful Report

Posted 6 years ago

“If I could leave a review lower than 1 I would. I ordered my wedding cake in time from M&S. They failed to deliver, they admitted fault over the phone but refused to send a replacement out or do anything to actually help me. They repeatedly ignored my emails and any attempt to contact them on social media. I have been spoken to like utter dirt by this company and received a horrible email on my wedding day trying to blame me for their mistake.”

Helpful Report

Posted 6 years ago

“I ordered some food for a buffet and M&S took the payment twice, I was told I couldn’t get a refund despite it being there error and I could try asking in store when I picked up the delivery!! The telecoms they use is based in Africa and they have no concept of English language let alone customer service skills. I was told there had been a system or internet problem which took my payment twice and it took 4 phone calls which totalled an hour and a half of wait time being put on hold continuously, one time on hold for 10 mins and being cut off, told by a manager to email her which I did and she would call back in 20 minutes to resolve and she never called back, so had to call again to find out she’d gone home. During the final call it was resolved and the additional payment will be refunded but I don't understand why it took so much time and effort from my side to resolve. Won't be using M&S again.”

Helpful Report

Posted 6 years ago

“I picked up the gastric battered fish and chips from M&S, chips tasted powdery and dry, fish tasted horrendous, hardly any fish meat and mostly grey with a rancid smell, even the mushy peas was basically pea water as there was no actual peas in it!! I used to shop here but the quality of a lot of products has fallen yet the price remains the same. Not impressed!”

Helpful Report

Posted 6 years ago

“I have just visited the food store on the upper level at London Liverpool Strret station only to find the manned tills have been reduced to machines. When I asked for a person to serve me I was told “I can help you with the machine” I am not incapable of using the machines but believe in human interaction and jobs! I will NOT be buying from this store again and if this is the way m&s are trying to save themselves it is NOT the right way! Try changing your clothes designers and maybe that will help! Talk about box cuts and frump, and I’m no spring chicken!!!”

Helpful Report

Posted 6 years ago

“E-Card Gift Voucher ordered as a ‘surprise’ 60th for my sister in UK on 20 Nov. Order,payment,email address & despatch date 2.12.2018 were confirmed by MS. It did not arrive. Complained via Australian and UK web sites. After 3 days I received a response it had been despatched on 12.2.2018 - a ‘past’ date !!! Sister in UK rang MS Customer Service and explained, they contacted International and authorised a resend on 5.12.2018. This would be a convenient service from Australia, however, I have no confidence in MS ability to operate this ‘flawed’ system.”

Helpful Report

Posted 6 years ago

Marks And Spencer is rated 2.8 based on 2,284 reviews