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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Flowers were delivered late and the box was upside up down. The flowers looked dead and in need of water. Think this is a service M&S should give up on. Very disappointed and angry someone went to the trouble of sending them to me for me to be disappointed rather than giving me a boast”

Marks And Spencer 1 star review on 29th September 2024

Helpful Report

Posted 10 months ago

“I purchased a bra in May, and by June it was damaged beyond repair. I put the bra through the washing machine, for only it's second wash, and the underwiring became exposed on both cups closest to the armpits. The exposed metal absolutely destroyed the rubber seal of my washing machine leaving it needing to be fully replaced. I contacted customer services who initially seemed helpful, however they very quickly turned and only ever replied when I emailed asking on the progress of my complaint. Their 'technologists' decided that I had tumble-dried the bra (I had not) and that the damage was thus my fault. I tried to raise the complaint further, but they did not care, and literally said that a month for a bra to last was to be expected if I'd tumble dried it ..... Again, I had not! After speaking about my complete frustration with some of my colleagues, it turns out that two others have had the exact same issue. One had also emailed in their complaint to be told it was their own fault, and the other hadn't emailed because they'd had their bra for a few months and didn't think M&S would help.... I sadly informed her that she was right, they wouldn't care and wouldn't help! I highly recommend M&S bras if you have the budget and income to replace them after every wash!!!!”

Helpful Report

Posted 10 months ago

“Your "Trusted Courier" as M & S call their service - have let me down so badly - I am incandescent with rage. They told me they'd delivered the present I had ordered from you. However they hadn't - on further investigation as to where it was, I looked into the tracking. They stated the signature was "signed by destroyed"! I wrote to DHL and them and asked what that meant? They then, and only then, bothered to tell me it hadn't been delivered at all but was ruined in transit.... No apology even - it's ruined my surprise to my Sister and her Birthday and most of all my confidence in M & S as suppliers. Of course it was a weekend so i couldn't do anything about it in time to save the situation. The Courier should have informed of their failure IMMEDIATELY so at least I could have sent something in time. I feel absolutely let down and disgusted. Despite 3 emails to M&S nd their live chat, I've heard nothing from them. Do NOT use them to send your Gifts....! They will disappoint you too!”

Helpful Report

Posted 10 months ago

“Initial return of part of the order seemed simple but i selected Evri as the return option and then left it a few weeks to actually send it, i turned at the shop to return my item and the Evri system said my return label had expired. Went home called M&S support, waited approximately 20 minutes only to be told 35 days had passed which it clearly hadn't so they couldn't generate a new label so i have to take it back to an M&S shop which is miles away.”

Helpful Report

Posted 10 months ago

“poor staff behaviour and bad customer service you can buy but you cant return mouldy food NN8”

Helpful Report

Posted 10 months ago

“I purchased items on line , unfortunately had to return them. There was no return label or address in my package. I eventually found a return address through Google. I returned my package at my local post office. I had to pay £10. 40. I was shocked and disappointed. I contacted customer service many times. They eventually offered me an e gift card to cover my postage. I simply wanted a normal refund. I could only use an E gift card if I purchased something else. I didn’t need anything and asked for a normal refund. I have not had this problem solved as yet. Can anyone help me please.”

Helpful Report

Posted 11 months ago

“Serving staff and management are completely unskilled in customer relations. They are arrogant hostile and paranoid. I got into a debate with a couple of them about method of payment, I presented government ID with valid signature and they refused to accept it. The entire time I maintained an even tone of voice, used polite language, and when I asserted my position and expressed my opinion they threw me out for "Abusing their staff" which was completely false. They are bunch of nasty jerks.”

Helpful Report

Posted 11 months ago

“I have been going to M&S for over 20 years. I have a big family and have always done big weekly shops there, accumulating hundreds of thousands of euros over the course of 20+ years for their company. On Thursday the 1st of August I bought a packet of feta cheese which I often do. The best before date was late October (over 2 months from now). The cheese was rotting, and foul. I was in a rush and had a small taste before I noticed that the cheese was vile. I got very ill for a couple of days. I notified customer service about this with photographic evidence of the product, and they told me if I provided a receipt they could refund me €2.99, otherwise they will do nothing. I didn’t keep the receipt so I got nothing. That being said, the trouble I went through was absolutely worth an awful lot more than €2.99. Feeling incredibly let down by M&S and the whole experience, disgusting customer service.”

Helpful Report

Posted 11 months ago

“Was on holiday in UK l. Bought lots and lots of shirts and blouses at marks and Spencer all over UK. bought a couple of £9 t-shirts. Great fit in the shop. Bought two beautiful viscous work shirts £30 each. Got back home, washed all following instructions, all shrunk 2 sizes smaller. WTH. I am FURIOUS. If I washed them back in the UK I could have gone back for refunds. All other shirts that were 100% cotton or linen kept their shapes and sizes. Any other mixed fabric garments shrunk.”

Helpful Report

Posted 11 months ago

“Order Number : 2004502203 dated 6/7/24. Item not received even after 10 days and the customer service rep is telling me to wait for some more time. The courier service provider has to be penalised for the delay. Very bad delivery services.”

Helpful Report

Posted 1 year ago

“I wanted a gift card for a new baby over 100 it never arrived got done out of the card and no refund i phoned customer service 6 times found them appalling.”

Helpful Report

Posted 1 year ago

“Poor quality lingerie- Rose Bra cost £30 and straps fell apart after a few washes .”

Helpful Report

Posted 1 year ago

“I ordered £1590 worth of furniture online via gift card. On the next day, I wanted to add a table to the order but was unable to do so. Therefore, I went to the M&S branch at Reading and the staff there advised me to cancel my order and reorder. I then called the furniture customer hotline to cancel my order. They refunded 2 £500 gift cards on that day. I was quite perplexed about the way they handled things and how they split up the refund, so I called them again regarding the remaining £590. They told me on the phone that I had to wait a further 3-5 working days for my refund. Up until this day, I have called customer service multiple times, but everyone I talked to gave me a different answer, Some of them promised to follow up with the financial department or to make a note about what I wanted to buy, but none of them took any action. This caused enormous delays and resulted in the table I wanted to buy being out of stock. I am incredibly disappointed in the lack of efficiency in the department and none of them were apologetic at all while trying to end the call as soon as possible by giving empty promises. I called them again today, and I was very shocked and enraged that they said I had to wait another 3-5 working days for my refund and repeating this vicious cycle. I did not know how to escalate my issue and this was the only way they provided to us. I have told them every single time that this is a matter of urgency as I am moving into a new house, and therefore I had to use the gift cards to reorder my furniture. However, none of them seemed to empathise with me and thus gave me empty promises to get off the phone at the first opportunity they had. I am really confused right now as customer services never gave me any definitive answer and kept delaying issues.”

Helpful Report

Posted 1 year ago

“Worst quality and if we email they automatically close it and no body is there to help so cheap quality product they sale in fresh stocks and no one is there to help in Ahmedabad even store manager was behaving very bad and to be frank I will say don’t buy from this brand there are many other brands then this who help atleast”

Helpful Report

Posted 1 year ago

“Poor quality Greek Dips, no lids to re-seal accept on the Classic Hummus. All 4 dips were virtually tasteless so I will never buy again. By way of a general comment, for me the M & S food range used to excel as a benchmark for quality and value. Sadly,in my opinion no longer the case. Inflated packaging attempts to disguise reduced portions and the substantially ramped up pricing. As a long standing loyal Marks customer I am sad to post this review, I no longer feel the same about M & S food and fruit ranges. I am now more selective about what I buy at M & S my spend with them is far less than it used to be.”

Helpful Report

Posted 1 year ago

“Battered cod & crushed pea fishcakes - absolutely awful. Go to Aldi.”

Helpful Report

Posted 1 year ago

“Such a shame Marks has gone ghetto. A tarantula-headed man of colour attempted to short change me at the colliers wood store. Only by being very assertive did I get my rightful change. I'm just a little old lady so this was incredibly intimidating and I no longer shop at this zion.ist-owned store which also supports the slaughter of little palest1nian children.”

Helpful Report

Posted 1 year ago

“subject: Disappointed with m&s croydon cafe Experience I recently visited the M&S Croydon cafe, hoping to enjoy a satisfying meal, but to my dismay, the experience fell far below my expectations. The FOOD I ordered was a complete letdown in quality and quantity, and it certainly did not offer any value for MONEY. The FOOD served was below par, lacking the expected freshness and flavour that one would associate with a reputable BRAND like M&S. Moreover, the portion size was notably small, leaving me unsatisfied and overcharged for what was provided. As a customer who expects a certain standard from a well-known BRAND such as M&S, I must say that this experience was truly disappointing. I believe that establishments must uphold their reputation by delivering consistently high-quality products, which, unfortunately, was not the case during my visit to the M&S Croydon cafe. I hope this feedback serves as an opportunity for the cafe to reassess and improve the quality of its offerings so that future customers can enjoy a more satisfactory dining experience.”

Helpful Report

Posted 1 year ago

“subject: Disappointed with m&s croydon cafe Experience I recently visited the m&s croydon cafe, hoping to enjoy a satisfying meal, but to my dismay, the experience fell far below my expectations. The FOOD I ordered was a complete letdown in terms of both quality and quantity, and it certainly did not offer any value for MONEY. The FOOD served was below par, lacking the expected freshness and flavor that one would associate with a reputable BRAND like M&S. Moreover, the portion size was notably small, leaving me feeling unsatisfied and overcharged for what was provided. As a customer who expects a certain standard from a well-known BRAND such as M&S, I must say that this experience was truly disappointing. I believe that it is crucial for establishments to uphold their reputation by delivering consistently high-quality products, which, unfortunately, was not the case during my visit to the m&s croydon cafe. I hope that this feedback serves as an opportunity for the cafe to reassess and improve the quality of their offerings so that future customers can enjoy a more satisfactory dining experience.”

Helpful Report

Posted 1 year ago

“So disappointed with the new M&S summer advert! not one person looks to be over the age of 50 and all nice and slim, even though it is older people who predominately shop there. When will companies like this realise there are people over the age of 40 and people who weigh over 10 stone??”

Helpful Report

Posted 1 year ago

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