Marks And Spencer Reviews

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

2.8 Rating 2,318 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,318 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

“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 4 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 4 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 5 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 5 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 5 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 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 6 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 6 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 6 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 6 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 6 months ago

“BEST RECOVERY FIRM”

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Posted 7 months ago

“The M & S Autograph bra syle 26584065 would be lovely except there is an oblong metal clip in the cleveage area that digs into the skin. It is therefore uncomfortable to wear and has left a bright red and sore mark on my skin after wearing it for only 4 hours. What has happened to our once reliable and inovative M & S? To sell a bra with this fault makes me feel that M&S have lost the plot.... And I can detect other faults with garments just by looking at them, which makes me feel there is little testing / appraisal / or reviewing of underwear and garments prior to them going on sale..... Really disappointed in M & S”

Helpful Report

Posted 8 months ago

“to many reviews and too many complaints”

Helpful Report

Posted 8 months ago

“I have bought marks and Spencer’s underwear from the Rosie collection. The brief are £15 a pair and I bought the blue set more then a year ago and purchased the green set about 6 months ago on three pair in blue and 1 in green the gusset has ripped . Would not suggest buying this flimsy underwear”

Marks And Spencer 1 star review on 6th June 2025

Helpful Report

Posted 8 months ago

“I used a self service till and the member of staff was very unfriendly, I shop in the store most days and although I am understanding of the cyber problems I do expect good customer service”

Helpful Report

Posted 8 months ago

“Had the fish in meal for two was inedible threw it in the bin”

Helpful Report

Posted 8 months ago

“l purchased a clothing item searched high and low for receipt .Read up on refunds and returns with the support of their website.As stated take a bank statement to store.Very helpful assistant explained l could choose something else in store but no refund. Sounds okay went round store spent an extra £30 Went to pay oh not allowed we are going through cyber crisis .Come back when this is over. Went home feeling quite insulted and disappointed .Well good news found receipt and will try again next week .Wish me luck .Sad bewildering experience,”

Helpful Report

Posted 8 months ago

“M&S arranged for me to return goods to M&S via Evri the delivery company. I waited in all day from 8a.m. - 8p.m. Evri didn't turn up to collect the parcel. I have emailed M&S - so far no reply.”

Helpful Report

Posted 9 months ago

“I recently had a very unpleasant experience at the Brixton store. I spent just over £6, but when I tried to pay at the self-checkout, a banana didn’t scan properly. The lady at the self-checkout immediately asked why I hadn’t paid for it, without considering that it might have been an honest mistake. She made me feel like I was trying to steal it, which was incredibly embarrassing. The situation escalated when security got involved, and they seemed to take her side without trying to understand what had actually happened. Instead of offering help or handling the situation calmly, it felt like I was being unfairly accused. I left feeling upset and humiliated. I understand mistakes can happen, but the way I was treated was completely unnecessary and made the whole experience uncomfortable. I hope management will address the way staff handle such situations moving forward so that others don’t have to experience the same kind of stress.”

Helpful Report

Posted 9 months ago

Marks And Spencer is rated 2.8 based on 2,318 reviews