Marks And Spencer Reviews

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

2.8 Rating 2,277 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,277 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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

“Purchased cashmere sweater again this year as have done annually for the past few years - shocking colours for cashmere, bright luminous green. Their pinks are the same lurid colour. What on earth has happened to the high quality M and S buyers? Luxury purchase and yet market stall quality.”

Helpful Report

Posted 3 years ago

“Charlie in customer care assisted me with my returns, needed print out label and I can honestly say...she deserves maximum stars for been so helpfull. Thank you sooo much Charlie”

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

“I went to buy new pair of boots as iv always found it good value and quality but the boot I got where ones I had bought before only this time they cost 69.00 against 35.00 the last pair I bought the very same ones very disappointed”

Helpful Report

Posted 3 years ago

“I am very happy to shop with m&s … I had a very good experience with store & especially Liyakath the sales person was too good … He suggested me to pic good one .. thanks”

Helpful Report

Posted 3 years ago

“I live in Canada and I ordered a blouse and a long-sleeve T-shirt last week. They were at my door this morning. Not bad considering I ordered something from Canada at the same time and it's expected arrival is tomorrow. We have a lot of land to cover for deliveries but no oceans to cross:) I was able to track every move my purchase was making. It was accurate and speedy. I also appreciate that the price you see is the price you pay. The prices were in Canadian dollars and I had access to free shipping. There was no surprise customs payments either. I don't shop at several American stores because of all the extra costs. I like the transparency of shopping at M&S. Finally, the T-shirt is cuter in real life and the blouse is beautiful and fits perfectly (I was a little nervous about getting the size conversion right but the website is helpful). I will be happy to wear them both. Overall, I was delighted by my experience and will be shopping there again. Laura”

Helpful Report

Posted 3 years ago

“Misrepresentation! Not how they looked on box. Chips bits as opposed to “chunky” description and depiction on container.”

Marks And Spencer 1 star review on 20th September 2021

Helpful Report

Posted 3 years ago

“Once again appalling customer service in Westbourne Poole Dorset's Food Hall. The staff can't even be bothered to help their struggling mew starter collegues let alone customers. They seem to be good at strolling around talking to their mates and mot much else. What ever happened to M&S's high standard of service....clearly not evident in this branch!”

Helpful Report

Posted 3 years ago

“I had a bottle of M&S Prosecco which literally exploded in my kitchen. The glass bottle split down the middle and glass was everywhere in my kitchen and Prosecco all over the walls and floor. I was so lucky I wasn’t there at the time the glass exploded. I wrote to M&S on 25 August 2021 with a report and loads of photos and haven’t had a response. Wouldn’t buy M&S bottles again.”

Marks And Spencer 1 star review on 15th September 2021

Helpful Report

Posted 3 years ago

“Ordered a cream cashmere cardigan, delivered by Hermes when it arrived still had the security tag on it and a black mark next to tag. This cardigan had not even been checked before sending out for delivery. very disappointed will not be ordering from them again.”

Helpful Report

Posted 3 years ago

“I ordered Two dresses , one was £29.50 I ordered regular length It was so long and stuck out at the hips . Made in turkey ! Second one was £110 came up huge , made in China ! It certainly wasn’t worth that sort of price tag ,gaping arm holes and pretty shapeless .”

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!”

Helpful Report

Posted 3 years ago

“Online shopping for men’s underwear I discovered that the photos don’t match the item you’re buying . So a photo of 3 pairs of boxers is used to sell 3 pairs of trunks. You can see how misleading this is. Or, a photo of 3 pairs of black patterned boxers are described as “pink” mix. Bizarre! Anyway paid £5 for next day delivery which took 2 days and the whole lot is going back anyway! Useless”

Helpful Report

Posted 3 years ago

“Purchasing shirt I noticed had a stain. Woman called Vicky on till offered to find me a replacement which unfortunately had identical stain. She then ordered for delivery to a local store. All done on a busy Saturday. Excellent customer care”

Helpful Report

Posted 3 years ago

“Sofa order placed and paid in full 1st June 2021. Having waited in for the confirmed delivery on 23rd August, I contacted the courier after the allocated delivery time and was informed that I should have been notified by M&S that they were not in receipt of the goods and therefore the reason delivery had not taken place as scheduled. I was assured on 24th August 2021 that my furniture had subsequently arrived with the courier earlier that morning. I was however disheartened to learn that the next available delivery date was 8th September 2021 but I had no other option but to accept this. I received a phone call from the delivery driver 30 minutes into the 2 hour delivery slot, to advise that the furniture had not been received so delivery would not be taking place today as promised. I feel M&S have acted unfairly in taking full payment for goods so far in advance and which they have now failed to deliver on 2 occasions. Failure to deliver within a reasonable time and after the agreed deadline is a breach under the Consumer Rights Act 2015. Despite having already relayed my upset via customer service again, I was advised that it needed to be sent via email! I sent an email but hours later the message was returned as undeliverable so the contact email address provided to me was incorrect. Following yet another call to an unprofessional member of the M&S team, an email has been resent to a different account. I feel scammed and absolutely appalled by the lack of communication and customer service. Update 10 September 2021 - still no communication at all from Marks & Spencer despite multiple emails, online form submissions, telephone calls to ‘customer service’ operators who can’t or won’t help and messages via the ‘Contact Us’ options on their website - how about ‘Contact Me’!! One operator did offer a £50 M&S voucher whilst I wait for a response to my grievance - an insult in relation to the value of my order, the STRESS and the loss of earnings taking 2 days off work. According their T&C’s had I chose to cancel the delivery date within 3 days then I would have to pay £100, but that obviously doesn’t work both ways otherwise I’m owed £200 so far!”

Helpful Report

Posted 3 years ago

Marks And Spencer is rated 2.8 based on 2,277 reviews