Marks And Spencer Reviews

Name: Marks And Spencer
Address: Waterside House, 35 North Wharf Rd, London
Rating: 2.78

2.8 Rating 2,306 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,306 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

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

“First present sent was damaged, second lost, refused to help by ignoring all avenues of communication. Lost another customer”

Helpful Report

Posted 4 years ago

“Went to M&S Ocean Park, Portsmouth this morning. Have to say all the staff were very friendly especially voila. Everyone had masks on and socially distancing. Thank you M&S excellent service. Merry Christmas too you all.”

Helpful Report

Posted 4 years ago

“Just spoke to an incompetent customer service rep in Retail Team. After spending 20 mins holding to be advised by the online team, he needed to transfer me to the retail team, who would be happy to help! Spoke to an incompetent lady!!! Advised her that I had a product issue with some bedding I had purchased in store, and due to being under Tier 4 lockdown I was unable to go into a store to return the item for a full refund. She did not have a clue!!! Told me I could go into a store and collect the item or I could send a friend to collect my food!! ??? I told her once again due to Tier 4 lockdown restriction we have been told to stay home by the UK Government! Again she just continued to tell me to go to a store and return my faulty product or send a friend! I advised her that she did not understand what I was saying, which she insisted she did, talking over me, again telling me to go back to the store to return the product or send a friend...Or wait till we are out of Tier 4 lockdown! I advised her no one knows when Tier 4 lock down will be lifted and I was not willing to wait for months for a refund. Requested to speak to her Manager and her name and she hung up on me!!! Absolutely disgusting incompetent service!”

Helpful Report

Posted 4 years ago

“Save yourself some grief. Queues for till go right round the store with no social distancing. Clearly about the money and not the customer. Braintree 22nd Dec 2020.”

Helpful Report

Posted 4 years ago

“Expensive Christmas Hamper ordered in plenty of time for Son and Daughter in law not delivered as damaged, no replacement offered, no joy from Customer Service by email, Facebook or phone. Extremely poor service M&S”

Helpful Report

Posted 5 years ago

“My husband ordered bouquet online as he is shielding so did not want to go out. DPD van arrived but by the time I got outside he had gone. no wonder. The box had been torn and bashed and was partly open. Appalling condition. As a result the flowers were badly damaged. As for the flowers they cost £20 and were no better than a bunch in a supermarket costing £5. Shameful. Rang to complain had to wait 15mins with music that would give you a migraine after 2mins. Sure this done on purpose so you put the phone down. Finally got through to be told I would have to send them pics of the flowers for them to consider a refund. Always thought M&S were customer focused and efficient. Using DPD who are the worst courier firm I have ever come across is a bad business decision. Avoid at all costs. Would give no stars if I could”

Helpful Report

Posted 5 years ago

“Chelmsford Clock Tower food Hall. I was so pleased with the opening early 6am...the staff of which there were lots were ALL very cheerful and helpful. The store was very well stocked and I got everything I wanted plus a bit more! PLEASE Thank the staff for being there and so helpful!!”

Helpful Report

Posted 5 years ago

“Christmas Food Hamper. Substitutions meant it wasn't M&S Food but just any old food!”

Helpful Report

Posted 5 years ago

“Unprofessional service ! I ordered a pair of shoes on the 30th of November and they are still in transit but I moved to another country for work reasons (and I adviced them by phone and email) so now I request a refund and their answer has been" we need to wait until the parcel come back to the sender and do the refund" are you serious? Plus If I have to add all the phone calls waiting for them without any reply I can reach a whole day of waiting !”

Helpful Report

Posted 5 years ago

“Went to M and S Reading today - now in Tier 4. It was superb. Excellent organisation under the new restrictions including the very well stocked Food Hall and a good range of other items for last minute shopping. Thank you.”

Helpful Report

Posted 5 years ago

“Ordered Christmas hamper gave 5 days notice, choose the delivery day they selected which was Friday 18th December, text message, it will be delivered 19th, then the 20th, then the 21st and now it’s the 22nd December. It’s simply not good enough. Won’t order again.”

Helpful Report

Posted 5 years ago

“Sad people moaning over delivery staying home and staying safe but moaning over people putting there life at risk working. SELFISH COMES TO MIND. Couriers working around the clock to make your Christmas, shop workers in the pandemic all day. Why you sit on your ass moaning about it.”

Helpful Report

Posted 5 years ago

“I recently bought a 3 pack of 60 denier tights ,would just like to say how delighted I am with them . I chose the red mix they are so soft and comfy fit and such a pretty shade of red . Will be buying more of these lovely tights”

Helpful Report

Posted 5 years ago

“I had ordered a hamper for a friend’s birthday ,which did not arrive. I called customer service, and spoke to Eishca . She couldn’t have been more helpful, in explaining the situation. She very kindly arranged for another delivery date. It was her attitude that I found commendable. Thank you.”

Helpful Report

Posted 5 years ago

“Shoddy service all round!!!! Only giving M&S one star because I can't give a zero My wife ordered 20 Christmas hampers for a dementia club she works for in October 2020. On the 19th December she contacted Marks for a date and time for delivery only to be told that the order had been cancelled and a refund made. Up until then there had been contact from them and have left the club high and dry. Disgraceful service, no wonder M&S is struggling to survive. Steer well clear!!!”

Helpful Report

Posted 5 years ago

“Ordered a birthday cake online and paid via PayPal. No confirmation email from marks Spencer. Used their online tracking form and no trace of my order. 40 minute wait to speak to their customer services ! Now opened PayPal case against them. They obviously don't care but will take your money.”

Helpful Report

Posted 5 years ago

“would. give a zero if an option have ordered. some presents. with 3-5 days. delivery time. 11 days. still waiting to be despatched , rang the customer service after 40 mins a lady. who couldn't give a monkeys. said. basically she couldn't help. what. has happened to marks and spencers. shocking. will never order anything again from them. too unreliable”

Helpful Report

Posted 5 years ago

“I recently bought a pair of ladies leather boots from marks and Spencer online website . These were a Christmas gift for my mother and cost £59 On picking the boots up at a local click and collect point , I was shocked to find the leather boots had no protective packaging? The leather boots had just been placed into a plastic bag . The boots had zips at the sides and these obviously rubbed up against each boot causing scratches . I phoned marks and Spencer and it 30 mins to get through to customer services , I was pretty annoying and started to tell the foreign customer service advisor that I wanted to make a complaint to which she decided to end the call . Once again I phoned m&s and once again a 30 minute wait. This customer service advisor did listen to my complaint and told me that the boots were a luxury item and should of been packed accordingly. She then told me she world reorder the item and promised it would me packed in a protective box . Four days later I received the item , it was packaged just the same has the original boots in a plastic bag with absolutely no protection . Once again I phoned customer service , once again 30 mins wait , but this time customer service rep told me he couldn't help and I would have to wait for a manager to phone me back , I'm still waiting ?”

Helpful Report

Posted 5 years ago

“We had queued for some time due to an error the cashier had made with the previous customer. We never said a word about...but neither did the cashier instead he practically threw my shopping to the furthest point away from me. I was unable to pack the items without full reach and bending over the packing area. He was clearly aware I was struggling but continued to put my items out of reach. Never looked at us or spoke to us, very ignorant.”

Helpful Report

Posted 5 years ago

“Was helped with my shopping by a lady called Katie at the Edgware Road branch such and adorable polite young lady who packed my bags for me as I am an older lady, it’s so good to speak to someone like her who is so polite and happy and always helpful thank-you for employing her, it’s such a joy to see her when you come in the store she give you the best customer service you can ever ask for”

Helpful Report

Posted 5 years ago

Marks And Spencer is rated 2.8 based on 2,306 reviews