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

“Ordered some clothes in line to take on holiday. Received email today in which they say they are ‘very busy’ and my delivery will be delayed . They also seem to be implicating Hermes . I ordered these goods 5 days ago and probably won’t get them for a few more days. Being told they are ‘very busy’ basically says I am not important enough to deliver to me on time. If they are that busy then pay over time and get the job done. Being ‘too busy’ to serve you is a very outdated attitude to customer service . Wake up M and S , look at how well your competitors perform, no more weak excuses. The world of commerce has moved on and left you behind. If your wish to retain customers, you need to raise your game. Earlier this week I ordered a product from Amazon at 1700 hours , it was delivered at 1100 the following day. M and S there are no excuses. You gave distanced me as a customer and I doubt I am the only one.”

Helpful Report

Posted 3 years ago

“Several bad experiences in the last year, from overcharging from advertised price, poor quality goods and their over reliance on self checkout even when you have a trolly of food. Won't be using again. One bad experience too many”

Helpful Report

Posted 3 years ago

“Isabelle served me today and helped me find so many things. She went out of her way to make sure I had everything I needed. Was a lovely experience!”

Helpful Report

Posted 3 years ago

“Lydia from Liverpool displayed exceptional customer service skills when I was trying to purchase a puffer coat that was in the sale, however; it had no code on it. After finding the same coat but a smaller size, Lydia went out of her way by contacting her manager on two occasions in order to help me purchasevthe said item. Well done Lydia you are an asset to M & S”

Helpful Report

Posted 3 years ago

“They cannot fulfill online orders. Then you have to chase them for months to get a refund. Customer service does not exist in their culture. Emails or calls dont get replied to.”

Helpful Report

Posted 3 years ago

“Pathetic delivery and customer service. Can't give less than 1 star. So giving 1”

Helpful Report

Posted 3 years ago

“Went to marks and Spencer’s Braehead. I had bought pyjamas for my 90 year old fathers Christmas on 10th December. Returned on 16th January with the pyjamas in all their original packages without them having even been tried on. Asked if I could exchange them for a lighter pyjama as they were too heavy material for my dad. Told I could not get an exchange as I was 6 days out of time. This was the managers decision. Absolutely terrible customer service and shall never buy anything from this store again. The Fort M&S exchanged them without question for me. Thanks to them”

Helpful Report

Posted 3 years ago

“As a regular customer to your Workington branch, I want to praise the excellent service that I received from four of your ladies, they are Val, Tracy, Lorraine and Julie. They are always kind, helpful and above all patient. They are a credit to your shop. Kindest Regards Doug Nelson.”

Helpful Report

Posted 3 years ago

“I was unable to exchange an item as it was out of their date by 3 days. The item I was looking to exchange was still full price on their website , perfect condition and had the price tag attached. I was not looking for money back only to exchange. Didn’t make it to the shop due to illness but they don’t value customers so they couldn’t care less”

Helpful Report

Posted 3 years ago

“Bought a sports bra with straps that cross at the back. It’s impossible to get it on and add, and I actually got stuck with it on and struggling to get the straps over my head, then after I escaped I put it on over my head and nearly crippled myself trying to do up the straps at the back. But I can’t find a way to leave a product review on their site. It will have to be returned. Useless design!”

Helpful Report

Posted 3 years ago

“Hi , I would like to commend your staff Lester who served me at the cashier counter sometime in the last week before the christmas rush at Wheelock place. As I used a walking cane for support I requested for his help, which he gave cheerfully and brought us down to the taxi stand. Please convey my thanks to him and sorry for the delay to say "thank you" Lester, well done and God bless you Elizabeth B”

Helpful Report

Posted 3 years ago

“I have to say I have purchased goods online and also in the shops I have had three bouquets sent to me in the last eighteen months all which I had to bin within twenty four hours the quality was the worst I have ever had numerous calls and no answers I don’t want money back etc but the service was awful I will never ever shop here again warning don’t order flowers great disappointment sorry M and S”

Helpful Report

Posted 3 years ago

“M&S Snow Globe Gin As so many others did I bought this for my wife over Christmas, lovely idea and looks great but my delight was knocked back a little when she proclaimed it tasteless! Then I noticed, it's just 20%, and most gins come in at around 40%, all explained, you're selling half strength gin with a little light and a little glitter at a premium price. Come on M&S foods please don't go the way of M&S clothing.”

Helpful Report

Posted 3 years ago

“The Plant Kitchen range is a great idea but why put fake meat in and on most of the products. I am vegetarian and dont like the taste and texture of meat so wont eat fake chicken, sausage, beef, pepperoni, bacon etc so about 75% of this range is of no interest to me and many other people. The Pizza would be fine with say mushrooms and not pretend pepperoni. Fake meat is not the answer to a vegan or vegetarian range.”

Helpful Report

Posted 3 years ago

“I ordered and paid for a fillet of beef costing £45. This was in addition to my turkey priced at £56 and sirloin of beef priced at £66. I spent well over £200 on my Christmas food to order in addition to all the goodies I bought in the weeks leading up to Christmas, chocolates, wine and gifts. The fillet of beef had a use by date of 26th December which I decided to freeze until New Years' Day. I took the joint out of the freezer and then read the cooking instructions, this included the instruction 'not suitable for freezing'. I ended up going back to the store to see if they would refund me the cost of the fillet. At £45 per joint, I do not think it is unrealistic or unreasonable to expect to freeze a piece of meet. M&S are now ignoring me, extremely disappointed in their response. I will next year be purchasing my meat from my local butcher!”

Helpful Report

Posted 3 years ago

“Sadly not all my Christmas order was available when I arrived to collect it from in store and no one really cared.The young girl in store had to improvise from the stock instore but wasn't the same item This year I felt the food was very sloppy and the roast potatoes were were grey and looked like they had been in packaging for a few weeks All but one sell by dates were all due by 26th Dec and thankfully i did not buy a turkey as I was disappointed last year. M and s you are advertising exceptional food but I it is not even average I for one will not be ordering Christmas food next year. Nothing in my order was outstanding.”

Helpful Report

Posted 3 years ago

“Christmas Eve at 4.30pm Marks and Spenser’s Braehead Glasgow. I was doing my food shopping using my own bags because of Covid 19 pandemic. I got some of my shopping and paid it and dropped it off at my car because it was heavy, and I cannot carry it around as I have a shoulder and neck injury. I then returned to the Marks and Spenser shop to continue my shopping and carried an empty bag. When I heard a female customer mumbling and pointing. I was then aware she was pointing at me saying something to the male member of Marks and Spenser’s staff complaining that I had taken food and not paid for it! I then realised they were both talking about me. She was accusing me of stealing food and returning to the store for more shopping. M&S staff member was standing with the women when I asked them ‘what’s going on’ She said I saw you put stuff in the bag then take it to your car. I replied, yes, I did. So, what is the problem with that? She said you went to the car and came back with an empty bag! I said yes, I put my shopping in the bag then paid for it then dropped off at my car. Then the M&S male staff member asked me for a receipt? I don’t have it. It is in the car. I showed the staff member the lady who served me and she agreed that she served by nodding her head. Then the male staff member asked to see my receipt but told him I do not have it; I was looking in my purse and bag realised, I left the receipt in my shopping bag in the back of my car. I asked him to check my sparks card as it would provide him prove of purchase, but he said he couldn’t do that as he needed the receipt. I asked him to come to the car with me to check, but he replied no, that he will not do that. I felt shocked and mortified, people were watching me staring at me listening to the conversation. I was completely utterly embarrassed and humiliated. Made to feel a criminal and judged by all the staff members. Then I asked if I could talk to the manager, and a manager was standing behind the male staff member, overheard some of the conversation and then stepped in because I asked to see a manager. Then I started to explain the full situation again to this manager, and he was asking for me to provide the proof of my purchases. Saying that this is the procedure we must follow when a customer complains. I said to him I am also complaining now, so you are taking her word over mine. I do not have the receipt; it is the car. Then he agreed to come to the car with me. We walked up to the car and I asked him to check my bags, but he refused to check the bags but wanted the receipt. I found my receipt and took it into my hand. Before showing him the receipt, I asked him what would happen if I had refused the receipt at the counter, when the lady who served asked me ‘would you like your receipt’ ? As most customers including myself often say no to the receipt now. So, I asked him what if a customer might not have a receipt of purchase? He said they would ask the customer for the sparks card to prove their purchase’s. I said to him, I already asked the male staff member to check my purchase on the sparks card which he said he cannot do? This made me furious as the first staff member could have prevented all this situation by checking my M&S sparks Card where he would have found me to be innocent of such an accusation that was made by another customer. Shocking treatment from three members of Marks and Spenser’s in Braehead in Glasgow. I also asked why you not checked your cameras. You all accused me of taking food and you took another customers word over mine without checking the cameras. This is the procedure we must follow without checking the cameras. He looked at my receipt. And I asked for an apology, then he apologised. I asked ‘what you would do if you were in my shoes ?’. He agreed it would be embarrassing. 5.15pm Christmas Eve I left Marks and Spenser’s completely deflated and in shock from the way every person in Marks and Spenser’s treated me. It ruined my whole weekend and Christmas. You made me feel humiliated and embarrassed It was the worst customer experienced I have ever had in my entire life and Marks and Spenser’s in Braehead, Glasgow is to blame for that.”

Helpful Report

Posted 3 years ago

“I have been waiting 6 weeks for a gift card refund value £29.50, I have rung customer services 3 times and firstly they say it's on it's way and then they say there is a technical error and it will take 10 days but I am still waiting. The jumper they sent me was a totally different colour to what I ordered that's why it was returned.”

Helpful Report

Posted 3 years ago

“Decided this year to shop for new year food at M&S. We always have a crispy aromatic duck for new years eve so we bought two. When we arrived home I took all packaging from the duck and realised there were no pancakes with it. Looked at the box it does say no pancakes but why? They go hand on hand. So we have spent nye looking for pancakes all sold out had to improvise and have mini wraps. I certainly won't make that mistake again will buy from my usual supermarket.”

Helpful Report

Posted 3 years ago

“We ordered an Abbey corner Chaise sofa paid approximately £1800 . We received sofa early November. The sofa didn’t look as the pic on the online shopping. We were very disappointed as the cushions seats keep falling out as the frame fitting we feel is badly made( made in China badly). So have ended with a badly made sofa and MnS told us to take our case to the Ombudsman so we feel they are ignoring their long term customers as we had an MnS sofa before which we were extremely happy thus ordered new sofa on that basis so we very disappointed and mystified by MnS CustomerServc.”

Helpful Report

Posted 3 years ago

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