Marks And Spencer Reviews

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

2.8 Rating 2,282 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,282 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

“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

“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

“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

“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

“I bought a pack of four peaches and a pack of four nectarines this morning. Two peaches were going rotten underneath where you couldn’t see, as were two nectarines. Having rung M and S it seems I have to make a ten mile round trip to get a refund!!! This is not up to M and S standard! I bought four peaches and four nectarines from Lidl at less than half the price. They were perfect.”

Helpful Report

Posted 3 years ago

“When you ring customer service they are so rude and keep you waiting for ages order Didont go through so asked for help and was given wrong information and ended up with two items the same with no email to take back as a disabled person who has cancer I don't need the hassle.”

Helpful Report

Posted 3 years ago

“Rewind 5 years and M&S customer service was second to none. It's now appalling. I've had a couple of reasons to call them in the past year and neither time did I experience even mediocre service. Today I was placed on hold and cut off twice. When I got through to someone and explained this I didn't receive an apology or any attempt to look into this and the reason I called wasn't resolved either. They're another Debenhams and I very much doubt they'll still be around in 12 months either and it will be their own doing”

Helpful Report

Posted 3 years ago

“Cambridge beehive , bought veg and Victoria plumbs veg rotten in places had to cut rotten bits off, plumbs next day all rotten,I believe in true reviews M&S this is awfull,will I shop there again NO Tesco in future, & store freezing cold M&S have fallen”

Helpful Report

Posted 3 years ago

“Four months to deliver some bedroom furniture only to find that the wrong bed was delivered and other items had arrived damaged in a number of places. When I requested a replacement, I was told that there were no delivery slots available in the next three months (at least - their system only showed 3 months in advance). Customer service responses are painfully slow and amount to a collective shrug of shoulders, never really looking to resolve the issue. A month after reporting the issues, I’m still waiting for the collection and refund which means that I’m sleeping on the floor and I’m £1100 poorer as a result thanks to Marksies. Avoid like the plague...”

Helpful Report

Posted 3 years ago

“Order No 301-0033824-5378766 Paid for next day delivery 6 days later still not delivered. Please ensure delivery today and refund the money I paid for next day delivery. Trying to contact you in any other way has been useless, as has the chat assistant.”

Helpful Report

Posted 3 years ago

“Bought 2 Iscar sofas during lockdown no chance to see or sit on them. Day of delivery the 4 seater creaked and groaned when sat on then 6 weeks in it broke when 2 people sat on it! They sent an engineer who said not a manufacturer defect but due to very heavy use!!!!! 6 weeks old!!! Household of 2 people?? M&S refuse to discuss the inaccurate report and will now only deal with ombudsman which they fund! Absolutely no one to speak to in their organisation just appalling lack of customer service! I’m hoping the ombudsman has an ounce if common sense and decide in our favour but not very hopeful! Very distressed that I’ve wasted £1400”

Helpful Report

Posted 3 years ago

“I bought 2 abbey sofas with relaxed cushions 2 years ago. They are appalling despite switching cushions, plumping, shaking they look terrible. Never mind the guarantee it’s not worth a carrot, they just don’t care. They said it’s normal wear and tear after me having to contact them 3 weeks after submitting photos. It’s absolutely ruined my faith in a company I used to respect (and work for). They aren’t what they used to be. Avoid relaxed cushions at all costs. It’s now cost me £240 to replace the cushions. Needless to say I won’t be buying M&S furniture again.”

Helpful Report

Posted 3 years ago

“Have two orders next day delivery, after many emails and no response from customer service. Still no orders arrived except stupid free gift I did not want . I have cancer in the late stages and find shopping difficult but this service is awful. Every time I order next day deliver it still takes several days to arrive. I am fed up and looking to cancel my account. I do not know why you offer next day delivery you can not do it. Other companies can and do.”

Helpful Report

Posted 3 years ago

“Ordered clothes last week for Birthday, ordee acknowledged for delivery today no sign of it and no help from M+S website or useless phone lines. No wonder they are loosing business to anyone with any real comercial acumen.”

Helpful Report

Posted 3 years ago

“Ordered and paid for 2 Lois garden chairs on 1/5/21. Agreed delivery for July 26. Received confirmation of delivery email on July19th. The 2 chairs are yet to arrive. Like other reviewers, kept on hold by customer service staff for very long periods. When I eventually managed to speak to someone, was informed the order was marked as 'delayed'. No reply to emails, no apology and no information about rescheduled delivery. The company slogan - your m and s - a joke!”

Helpful Report

Posted 3 years ago

“Hello Dale, I too had a rough exchange with Nikki, Food Section Manager, Torquay, last week, about two food items purchased 19 August - a pack of unfrozen chicken breasts and a tray of mince. I went back on 21 August with both items - she agreed to a refund for the mince (which had turned a nasty brown) but not for the chicken as it use by date was 21 August and it was purchased on the 19th. The mince use by date was 24 August! She wouldn'f accept any of my reasonings and even said if I became ill after eating the chicken it would not be the responsibility of M&S. Yea, you read that right! I usually check use by dates but it never entered my mind after all, M&S are renowned for the quality of their food aren't they? Anyway, seems not, having scanned many of the one * complaints mentioned on this site. M&S such a shame, who would have thought it eh.”

Helpful Report

Posted 3 years ago

Marks And Spencer is rated 2.8 based on 2,282 reviews