Marks And Spencer Reviews

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

2.8 Rating 2,283 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,283 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

“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

“I visited their Lenham, Kent site today and having encountered a young man on the tills it struck me that a serious need for training in customer service skills is urgently required, in my opinion.”

Helpful Report

Posted 5 years ago

“Recieved a damaged planter. Was told a replacement would be sent. Got 2 delivery dates but no delivery. No replies to e mails. Eventually on line chat said as it was a gift I could not get a replacement. Totally unacceptable service from marks and Spencer.”

Helpful Report

Posted 5 years ago

“Used to buy the same clothes in the 80's 90's so we moved on to more exciting up to the minute shops...sorry M&S but shape, fabric, colours so so boring”

Helpful Report

Posted 5 years ago

“Still awaiting the flowers and Prosecco I was to receive on Friday May 15th for my birthday from my mum. Flowers only arrived on time, however they were extremely limp and sparse. Was told they would be reissued and to expect them Sunday, they did not arrive. The original flowers did not have a gift card either and therefore I had no clue who sent them or that Prosecco was missing. Extremely poor service.”

Helpful Report

Posted 5 years ago

“Received garden planter today. Not what I expected for price. Soil tipped out, only lavender and a past it’s best white flower. What looked like a geranium broken off in the box. Nothing like the picture and very small. Very disappointed !!”

Helpful Report

Posted 5 years ago

“My daughter gave me a jumper she had bought at M&S several months previously but never worn. After I had worn it twice (and not yet washed it) it started ‘bobbling’. I took it into M&S and was told that as it was VERY old stock they would refund £2.89, take it or leave it. What happened to the Marks and Sparks we were able to rely on?”

Helpful Report

Posted 5 years ago

“Bought your £12 meal deal on Friday which was made up of your apparently Best Steak Pie Ever . The second I cut into it I smelled a sickly sweet, smokey aroma. I hadn’t bother3d reading the ingredients as the package was named STEAK pie ! I immediately went to check the now empty box to find it had BACON included in the pie . I was very disappointed and could not eat any more and so this spoiled my Sunday lunch . Why you would put bacon in a steak pie stuns me and will be checking your ingredients more closely from now on. Very dissatisfied.”

Helpful Report

Posted 5 years ago

“I Ordered flowers for my elderly mum in isolation to cheer her up as not seen anyone in weeks, they never arrived, could not speak to anyone waited over 45 mins on phone twice, emailed twice no reply,then 48 hrs later facebook message after i complained stating flowers were damaged in transit and would i like a refund or replacement delivery? What kind of service is that they are offering their repetitive customers? M&S have gone down in my estimations, they are no longer a reliable, reputable company they've lost their way im afraid...I'll think twice about shopping or using them in future...”

Helpful Report

Posted 5 years ago

“flowers came in a box that was broken and damaged, flowers inside were crushed,broken and half dead. They were a gift which is now ruined waste of 30+ pounds...”

Helpful Report

Posted 5 years ago

“I ordered various bedding items online. One item was sent by M&S in the wrong size. Unfortunately the size was not at all displayed on the packaging and the error was therefore not obvious to discover until I had washed the item. Trying to have the item exchanged for the correct size (the bigger one I had paid for) was refused. Apparently they don´t exchange items that have been washed. I would normally agree with this. In this case there was no way I could have discovered M&S errors until after washing. They were not even willing of reimbursing the difference in price of the items. I am totally disappointed by the lack of customer service offered in this scenario. I will not order with M&S again. And this comes from a formerly longterm and happy M&S customer.”

Helpful Report

Posted 5 years ago

“It's mothering Sunday and has anyone else notice that dear old M&S has reduced the number of roses from 10 in a bunch to just 8! Same price - just less. At a time of Corona virus where there is a need to be considerate to each other and less selfish, perhaps M&S could lead by a less shameful example.”

Helpful Report

Posted 5 years ago

“I have had issues with my local Marks and Spencer’s, Chineham, selling out of date products but today, 15/3/2020 at 11:34 they still have full priced Freshly Squeezed (!) Lemonade on the shelf that’s date was USE BY 12/3/2020. And multiple bottles.”

Helpful Report

Posted 5 years ago

Marks And Spencer is rated 2.8 based on 2,283 reviews