Marks And Spencer Reviews

Name: Marks And Spencer
Address: Waterside House, 35 North Wharf Rd, London
Rating: 2.78

2.8 Rating 2,313 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,313 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I am writing to share my awful experience at the M&S Café in The Ridings (Wakefield) and the appalling lack of empathy or accountability shown by M&S since. During my visit, I purchased a small M&S salad from the Food Hall and, along with my sister, ordered drinks from the café so that I could sit down and eat something to manage symptoms of my medical conditions, Fibromyalgia and ME. Shortly after sitting down, a member of staff abruptly told me I wasn’t allowed to eat my salad in the café due to “allergen concerns.” Her tone was rude and dismissive, which made me feel uncomfortable and unwilling to disclose my private health information. Later, a manager came over and said the real reason was actually “pricing mark-up.” We were approached a total of three times, despite explaining that I have a hidden disability and needed to eat quickly to manage my blood sugar levels and prevent worsening symptoms. The repeated confrontation left me feeling harassed, embarrassed, and ultimately unwell. To make matters worse, we were then told we were “barred” from the café despite having purchased café drinks and doing nothing wrong other than trying to quietly manage a health condition. I’ve since learned that the real reason for this rule is VAT-related, in other words, money. It’s incredibly disappointing that M&S prioritises tax rules over compassion and the well-being of customers, especially those with disabilities. Under the Equality Act 2010, businesses are legally required to make reasonable adjustments for people with disabilities. Allowing me to eat my small salad alongside the drinks we had purchased would have been exactly that a reasonable and humane adjustment. Instead, both the café staff and management failed to show even basic understanding. The manager was informed of my condition and the impact of the confrontation on my symptoms, yet still doubled down, forcing further interaction that made me feel worse. The email response I later received from M&S head office was equally disappointing cold, formulaic, and completely devoid of empathy. It showed zero concern for the distress I experienced or the potential breach of disability discrimination law. This experience has left me feeling completely disheartened. It’s shocking that a brand like M&S which proudly displays signs stating “Not all disabilities are visible” could act with such hypocrisy. It’s clear that compassion, common sense, and respect for disabled customers are nowhere to be found in their policies or their training.”

Helpful Report

Posted 3 months ago

“I shopped at m&s outlet store Perry Barr for the first yesterday, and all the staff were pleasant, but one stood out James he helped me on self serve and packed my bag made sure I had got all my belongings before leaving very well mannerd”

Helpful Report

Posted 3 months ago

“Marks and Spencer in Ipswich is lovely; well stocked, good lighting and easy to access. I used the bra fitting service after being dazzled by the number of different styles and fittings available. I just wanted so9mething that fitted correctly and was comfortable. I booked an appointment online and Zoe immediately took me to a large changing room where we could both fit with ease. She measured and asked a few questions and then went to find a selection of bras for me. SO helpful. She left me to try them on and checked the fit. It was all very easy and nothing to be embarrassed about. I left with 5 bras in colours that I might not have considered and feeling confident that I was wearing the right size! I would highly recomment the fitting service with special thanks to Zoe for excellent customer service.”

Helpful Report

Posted 3 months ago

“I was extremely disappointed and disgusted with the absolutely poor service received from Marks & Spencer. I ordered some wine and chocolates for a dear friend at least eight days before her birthday for delivery. I got one update on the day saying that the delivery would be later than expected, and that was it - I am still waiting three days later for the delivery. I decided to cancel the order as I imagine it may arrive on my friends' birthday in September 2026 - what a let down!! - Never again.”

Helpful Report

Posted 3 months ago

“Bought 2 cartons of chunky chicken mulligatawny soup.. The 1st one had no chicken in it whatsoever and the second had 2 small pieces of chicken.. Big letdown certainly not chunky chicken at all even though the soup itself was tasty.. Wont be buying again because i would need to add my own chicken as these 2 items were lacking badly.”

Helpful Report

Posted 4 months ago

“I am visiting a friend in Plymouth. We always shop at M&S. We went Torquay to see my brother for a few hours due to him having to leave for work so time was of the essence. We went to have tea and cake in the restaurant and the que was very lengthy. All self service apart from drinks and payments. Two staff were holding the threshold and were very slow. We stood for 30 minutes. Very difficult for us as we suffer with mobility issues. Not a nice experience”

Helpful Report

Posted 4 months ago

“Change in cooking for Duck Legs very poor. Increase in price and complete faff to cook. Will not buy again! Not worth the extra work and no tinfoil tray included which means more washing up.”

Helpful Report

Posted 4 months ago

“very poor customer service these days.... and the poorest ever food to go i can remember... ok if you like a lot of fresh air in your lunchtime sandwich or wrap and in the case of the wraps, only the end pieces that you can see actually have any filling in them so they are really cheating customers here which is shamefull really. it's not the relaible / good value you used to get.... i dont mind paying a little more for better quality but the value part is gone now and all you're left with is the higher prices.... they havent reduced that bit.”

Helpful Report

Posted 4 months ago

“I bought a 7pk cool and fresh cotton rich socks for my husband. I was not able to cut the plastic ties that held the socks together without damaging the socks. I used really sharp pointed scissors but the ties were so tight I managed to put a hole in one pair. This is a really bad way to package these socks.”

Helpful Report

Posted 5 months ago

“I was excited about having pork belly slices for lunch. I went through all the instructions correctly but I needed a saw to cut through it. What a waste also bought lovely vegetables to go with it. I think they should get their timings right it was like tough leather. Very disappointed!”

Helpful Report

Posted 5 months ago

“On visiting the ladies toilet in the Weymouth branch. I was very disappointed on the state of the toilet and cleanliness of the surrounding areas. If the toilets were checked on a regular basis I would have expected a more hygienic experience. With Marks and Spencer I would have thought it would have been a higher standard. In the disabled toilet there was no soap and toilet paper. One cubical out of the two in the general ladies toilets was out of action. I would hope to receive a reply on this matter”

Helpful Report

Posted 5 months ago

“M&S quality has gone down the pan along with these inedible £12 fillet steaks. Absolutely awful.”

Marks And Spencer 1 star review on 9th August 2025

Helpful Report

Posted 5 months ago

“Frankly, M & S is really rather creepy and today confirmed it for me. I have been to the Guildford branch, all the ladies clothing are on the ground floor but weirdly I could not find underwear or lingerie. I was then told that was upstairs right next to all the mens wear!!!!! Really very strange indeed and not a comfortable situation. And then, today I saw this on YT!! Check it out and avoid M & S!! https://youtu.be/VufndY3MPPc?si=sqxS7URHA_9FgWoq”

Helpful Report

Posted 5 months ago

“I purchased a Lamb Moussaka, a little wary, but when I re-heated it, it was lovely. Plenty for one person. I topped it with a little Parmasan, which made it even richer. My only reason for not giving this meal a 5* was due to the meal being slightly lacking in oregano. This I think is a must for any Greek food, especially Moussaka. Well done M&S, first ready made meal I've enjoyed in a long while.....”

Helpful Report

Posted 5 months ago

“What on earth have you done to the bbq chicken flatties? They used to be tasty but not too spicy now they are far too spicy. Why change them when there are plenty of other spicy offerings in store ?”

Helpful Report

Posted 5 months ago

“Ordered as a gift food package for next day delivery? DPD driver did not find address? Next day same thing happened? Contacted M&S! Have put another up for delivery? If it gets there will be a miracle? Will think twice before ordering again! Won’t mention problems we had with call staff spelling certain words? Not a happy customer! Carol!”

Helpful Report

Posted 5 months ago

“As a 70 year lady visiting Liverpool I just want to give praise to the lady who works int he coffee to go in Liverpool,1 today. I wasn’t feeling very well and called in for a coffee and sit down. She went out of her way with kindness to attend to me. I did go and thank her on leaving but just wanted you to have feedback on this incident. Hope this review gets back to her - she was an angel.”

Helpful Report

Posted 6 months ago

“Awful awful clothes and just read a survey that it is most popular with 18 to 24 year olds. Have you ditched your older customers ? It sounds like it, your loyal customers are obviously not worth much Scanning through clothes recently and despondent with them I’m an older lady and find your clothes frumpy to say the least all round necks and nothing flattering. Awful dresses, I used to buy all my clothes years ago from you but now never see anything I want to buy. Sizing is shocking small to small medium to large and long baggy sleeves on cardigans. Early 2000 your clothes were superb and now they are awful”

Helpful Report

Posted 6 months ago

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Marks And Spencer 4 star review on 9th July 2025

Helpful Report

Posted 6 months ago

Marks And Spencer is rated 2.8 based on 2,313 reviews