Marks And Spencer Reviews

Name: Marks And Spencer
Address: Waterside House, 35 North Wharf Rd, London
Rating: 2.79

2.8 Rating 2,299 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,299 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

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

“Absolutely disgusting service at rush den lakes on 24 July 2020 no floor staff available when asked for assistance staff were obstructive to say the least certainly not the great British institution it used to be I wonder how long they will remain in business”

Helpful Report

Posted 5 years ago

“Cropped leggings £7.50 poor quality, very baggy and saggy. Loose at hem. Bought black and navy and stupidly took tags off both straight away. Wore black, gone in bin along with unworn navy. Very disappointed. Would normally put in charity shop but not good enough”

Helpful Report

Posted 5 years ago

“The order was not delivered. Only 1 part of it arrived. Whenever I order wine it goes missing.”

Helpful Report

Posted 5 years ago

“Institutional Racism in M&S! M&S advertises itself as a tolerant equal opportunities' provider. This is factually incorrect and a completely false statement. People from ethnic minorities are treated differently to their white counterparts when it comes to pay, promotions, fair treatment, working time regulations, basic human dignity and recruitment. For example, in Peterborough store where the ethnic minorities accounts for nearly 30% population. However, I have witnessed how people from ethnic minorities were not given equal opportunities. In store out of the 120 colleagues, people belong to ethnic minorities is under 5 people. I have seen this across many stores of M&S. Similarly, in senior Management in stores you would never ever find ethnic minority colleagues. I have worked 15 years for M&S and have never seen a Graduate belong to ethnic minorities, when 2018/2019 statistics show the First-Class graduates among both white and ethnic minorities are 30% and 24% respectively.”

Helpful Report

Posted 5 years ago

“I have been a customer of yours all through the coronavirus months shopping at your birmingham sheldon store spending over £100 per week my wife and I are NHS and front line workers we have never used our titles until today thinking that we may get a discount on our groceries? How wrong I was told you dont give discounts to the NHS workers ? How disappointed I was that you do not show you appreciation for our fantastic NHS workers. To be honest it's not about the discount it's about the value and regard that you see us . Most of the low budget supermarkets do the discount but you do not see the need to do this . I am not going to say much more except Mark's and Spencer who I allways valued as a pillar of British Greatness leaves me disappointed and a little angry ? Good on the Tesco, Morrissons, and all the supermarkets who do genuinely value our fantastic NHS. So it goes without saying we will not be going back to any of your stores in the near future. Hope to get a reply but somehow i dont think i will. Mr and mrs Saunders .”

Helpful Report

Posted 5 years ago

“Bought a box of vanilla and chocolate ice cones for a treat, very disappointing the cones are suppose to be crispy, like eating wet cardboard, we have trying several food at our local Sheldon branch, would not be recommending these ice creams.”

Helpful Report

Posted 5 years ago

“The meal deal steak was like rubber. Worst I’ve ever tasted. Paying for the name only. Stick to Aldi/Liddel, better price, better quality.”

Helpful Report

Posted 5 years ago

“I bought an Oakham Chicken at the Southgate branch of M&S on 9/7/20. I prefer the corn fed chickens but the only one left on the shelf was best before 11/7/20 and although I was planning to cook it on the 11th, I prefer to have a day or two in hand in case anything comes up and I don't get a chance to cook it. I have bought Oakham chickens before and I know that they are much fattier than the corn fed and the meat is tender to the point of being flabby. I have an ordinary mid-range, Bosch fan oven. I put the Oakham chicken in to roast and within about 45 minutes the kitchen and whole house were filled with a fine film of smoke. There was an obvious smell of burning fat. I'd put the chicken in a deep roasting pan and it was just as well as fat poured out of the thing. I've never seen anything like it. This was a medium sized chicken bought to provide two meals for two people but the fat came halfway up the pan and once I'd got the chicken out of the pan, the fatty mess it left behind wasn't OK for making gravy and I poured it down the sink. This morning the inside of the oven is covered with a film of fat and the house still has a lingering unpleasant smell. This is my fault to some extent because I didn't look at the price. What can you expect for £3.50? On the other hand it's clear that the quality of these chickens is falling fast. What can they be fed on to produce such fatty meat and how 'healthy' can meat like this be? If this is the standard of chicken used in other M&S dishes then I'm totally out of love with M&S foods.”

Helpful Report

Posted 5 years ago

“I placed an order for summer treats box on 18th june. Delivery was to be Friday 10th july for a birthday gift. I gave the correct address and postcode. Unfortunately at 9am yesterday I received an email to say recipient refused to accept delivery. This is not the case after a few hours contacted M&S a nightmare to get hold of!Lady kindly offered me a refund but that's not what I wanted I wanted a home delivery. As now after being organised I had to go and find a gift today which is late as birthday yesterday!Perfect!👏”

Helpful Report

Posted 5 years ago

“0 hrs 34 mins ago19 Views I had gone online to buy 2 products from M & S, my order no being 2000111519 dated 8th June, paid on my Citibank Credit Card. Unfortunately only one of the two items I had purchased, was delivered to me. I have since written 4 mails to them on 19th June, 25th June, 30th June and finally on 9th July. Each time I received an automated reply saying that there would be a response within 2 working days. Finally I heard from one Gaurangi on 2nd July- she mentioned no designation, just added Marks & Spencer below her name and assured me of a response at the earliest. Predictably, the company then went into automated response mode. Again! In these covid 19 days, when more and more people will be shopping on line, specially senior citizens like me who cannot step out, don't you think they should be more responsive to issues like this? If they cannot be, they should stop online sales, since there are virtually no after sales service. Or, as I strongly suspect, does the old colonial mentality exist.these are Indians, what do we care about service and obligations towards our customers in this country, even if they have already paid for the goods? At any rate, I am out of a minor amount, Rs 1070.47 to be exact, but more importantly I have completely lost trust in Marks & Spencers' on line sales. I strongly urge others to be careful & benefit from my experience or you could end up losing money too.”

Helpful Report

Posted 5 years ago

“I had ordered a pajama set and some underwear online; my order no being 2000111519 dated 8th June, paid on my Citibank Credit Card. Unfortunately only one of the two items I had purchased, was delivered to me. I have since written 4 mails to the company on 19th June, 25th June, 30th June and finally on 9th July. Each time I received an automated reply saying that there would be a response within 2 working days. Finally I heard from one Gaurangi on 2nd July- she mentioned no designation, just added Marks & Spencer below her name and assured me of a response at the earliest. Predictably, the company then went into automated response mode. Again! In these covid 19 days, when more and more people will be shopping on line, specially senior citizens like me who cannot step out, don't you think you should be more responsive to issues like this? If you cannot be, then you should stop online sales, since there is virtually no after sales service, as i can attest. Or, as I strongly suspect, does the old colonial mentality exist. These are Indians, what do we care about service and obligations towards our customers in this country, even if they have already paid for the goods? At any rate, I am out of a minor amount, Rs 1070.47 to be exact, but more importantly I have completely lost trust in Marks & Spencers' on line sales. I strongly urge others to be careful & benefit from my experience or you could end up losing money too.”

Helpful Report

Posted 5 years ago

“M and s do not allow fair but critical product reviews. They have changed an underwear for boys product so that the waistband is no longer covered. This is reduced in their usual quality and no good for my sons sensory issues and eczema. The review has been rejected now multiple times. I rewrote it but it continues to be rejected. Reviews provide feedback to the shop and information for customers. As a loyal customer who has been buying the same product for years I feel disappointed that you can't even leave a review.”

Helpful Report

Posted 5 years ago

“Ordering was patchy, and the flowers on arrival were half dead the greenery turning yellow and my dear friend was so disappointed. This is not the first time we have been let down by this company I will not be using them again or recommending them to my friends.”

Helpful Report

Posted 5 years ago

“FLOWERS: We ordered a £25 "Thinking of You Flower Gift Bag" to be delivered to a family member who had just had a bereavement. We chose this as it was presented in a bag in appropriate colours for a sympathy arrangement (cream and green). We deliberately stayed away from bright colours or anything that needed to be placed in its own vase. You can imagine how we felt when the recipient sent a photo of a bunch of sunflowers, they had to put in the vase themselves. Aside from the fact we wanted to avoid sunflowers, they looked squashed as been in a box, we felt like they made us look as if we had lacked any thought about the occasion and were £5 cheaper! I contacted M&S who were OK but not overly bothered about the mistake, just wanted to get a refund processed and me off the phone. They said that they had nothing on record to say there was a swap. For the record throughout the call I was professional and courteous, though was feeling a bit narked. Like the stores, M&S has gone downhill rapidly, and this is a real shame. I have another story about being treat quite badly at the M&S Food store Darlington during lockdown, very disappointing and lost our custom there!!!”

Marks And Spencer 1 star review on 5th July 2020

Helpful Report

Posted 5 years ago

“I ordered furniture in Feburary 2020 and paid over £1000 at the time of ordering. I have had four different dates for delivery and all have been cancelled and with the exception of the first date I have not been given a valid reason for the cancellation. I have attempted to speak to customer services by web chat, telephone and email and still have no date for delivery and no one from Marks and Spencer has contacted me unless I have initiated any communication. I am appalled at the incompetent customer service from what I have always considered a respected retailer having been a loyal customer for very many years. The fact that they have had my money for over four months without any good explanation is totally unacceptable and I am desperate to get an answer and my furniture. I certainly will not be making any significant purchases from this company in future.”

Helpful Report

Posted 5 years ago

“Tried ordering lingerie online through my account with two valid gift cards which were then flagged as "duplicates" that couldn't be used, even-though when rechecked the balance on both the balance was still correct. Tried to contact customer services via chat - it wouldn't work. Try to email and there appears to be no option to contact other than through "comments and feedback", (message left) Tried to contact via phone, only to get 40 minutes plus, of really bad music and robot apologies. Wow, what a carry on. The whole idea of spending my gift vouchers online was so I didn't have to visit the store. It's looking like I need to go to my local store now to resolve this as I am getting nowhere fast via their contact us procedures.”

Helpful Report

Posted 5 years ago

“i have shopped in Beckenham food hall today,quite a large shop,as we now stand at the end of belt and can only place 2 0r 3 items on the belt until the customer in front has paid and walked away. Why did the colleague start pushing my shopping through as fast as possible,as i tried filling the belt. No one was queueing behind me and it made no sense,just annoyed me. Iworked in Sainsburys for 20 years and know not to pile shopping in a heap,i told her at the end and she said "i should have told her,most customers like the food put through before they have unloaded. She should have ask if i wanted her to start or wait until i had finished. I have never complained before but maybe Michelle-A should use some common sense. I will avoid her till in future. Mrs D Brackley”

Helpful Report

Posted 5 years ago

“I bought faulty goods (Microwavable pan) from Marks and Spencer’s on the 12 March 2020. This pan was not fit for purpose, of satisfactory condition as described to do the job. M&S refuse to refund, exchange any faulty goods because their terms and conditions state if you do not have a receipt they will not replace, exchange, or refund the faulty goods. These terms and conditions breach the Consumer Rights Act. You do not need the receipt for Marks and Spencer to replace, exchange or refund the faulty goods. Marks and Spencer’s are also putting the onus on me to prove the goods were faulty, but it is up to M&S to prove the goods were not faulty. M&S shops have been closed since the 24 March 2020 due to COVID-19 so it impossible for me to return this pan until recently.”

Helpful Report

Posted 5 years ago

“The Peonies (Product 00620895) I ordered to give to my wife were delivered on 19/6/20, the date agreed, but were brown, battered and virtually dead. Phoned to complain: 25mins to get connected; then M&S connection so poor, couldn't communicate, even when M&S Rep rang back [my line OK all day on all other calls]; e-mailed complaint - no acknowledgment; went to on-line chat, said e-mailed complaint not received, agreed to refund order cost, but refused compensation for distress and hassle surrounding complaint. Wanted to award M&S zero stars for quality and service, but apparently have to award at least one star to trigger complaint procedure.”

Helpful Report

Posted 5 years ago

“Mozzarella sticks, in the pizza deal. Disappointing. Lacked flavour, mozzarella was chewy Chicken wings in same deal.....ok but lacked flavour I am often disappointed, which is a shame. The deals look so good...but the food often disappoints. Sorry”

Helpful Report

Posted 5 years ago

Marks And Spencer is rated 2.8 based on 2,299 reviews