Marks And Spencer Reviews

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

2.8 Rating 2,275 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,275 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

“Re the Valentines day review i have personally read Torquay's reviews and my questions to these managers would be Mrs Thomas Mr Harris and Nicola how could you possibly explain to the HR department why you would speak and treat a long term customer in the manor that each of you did and to send the police to his home with nothing more than made up Lies did you really hate him that much all of your behaviour is shocking and to have no remorse for what you did most people wouldn't find that funny at all Nikki you have given a great store a very bad name”

Helpful Report

Posted 2 years ago

“Valentines Day have to say this is a day i am sure Dale will never forget after having what he thought was a private conversation with a friend at Marks+Spencers lead to section manager Nikki not content with getting him banned from her store she then sent the police to his home accusing him of sending her flowers with a card these were the flowers she told her husband she won in a raffle at work so not only does she LIE to her husband she then LIES to the police i hope there isn't a minute in the day that she stops and thinks how she persecuted a completely innocent man despite his plea the flowers weren't from him and he said he was very sorry that the conversation he had with a friend had got back to here he was just being polite saying he thought she was attartive and the conversation he had got back to her but what she did was cruel and horrible so lets hope there isn't a day goes by that she regrets her Lies but unfortunately the staff say she jokes about it and finds it all very funny and says that's what happens when you mess with me which says everything about her”

Helpful Report

Posted 2 years ago

“Marks & spencer onion rings (Crisps lime green packet) were always full of onion flavour. over the last 6 months I have tried 6 times at different stores countywide and They now have NO FLAVOUR. no doubt changed supplier or supplier has cut back. Product now poor”

Helpful Report

Posted 2 years ago

“ordered flowers, chocolates and champagne to be delivered to celebrate my niece's wedding day. It was damaged early on the day of delivery, marked as action needed at midday. Item was not replaced or delivered and I wasn't notified until I tracked the parcel and contacted M&S to see what was happening. They couldn't redo the order until 2 days later so went for a refund but it meant the day was unmarked and I won't be using M&S again for this kind of essential thing.”

Helpful Report

Posted 2 years ago

“Bought a sale item online and went to return it but told that it was outside of the 14 day return window (by 5 days) for sale item refunds. I pointed out that this information is no where in any of the receipt/order emails I received but I was told that is 'common knowledge' by the manager in the store. She gave me an online customer service number to call. Person I spoke to said that there is nothing that can be done, again I pointed out that I was not notified of the shorter window to be able to refund sale items, and that given that I have been a loyal customer for so long (over 8 years), could I please be given some discretion and get a refund. The 'customer service' person's advice was to go to a different M&S store and maybe the attendant will use their discretion and give me a credit note. This is the online 'help' I received from someone who is employed for 'customer service' support for an order I placed online. I'm lost for words. It would have been better if she had just stuck to saying 'No'. What a joke. This is not just any customer service; this is Marks and Spencer customer service, who have just lost 4 loyal customers.”

Helpful Report

Posted 2 years ago

“Very poor reviews if so called managers can speak and treat customers in the way they did in Torquay they should be ashamed and if a section manager can use M&S uniform and store location to send the police to a perfectly innocent customers home accusing him of sending her flowers and shouting at the staff in store and putting a review on her and her best friends cars how the hell do you get away with all of that yet she told her husband she won the flowers at work if the customer was shouting at the staff it would have be captured on there CCTV and the review was found in Sainsbury's this manager seems very vacant with the truth and what a horrible nasty thing to do to someone that was completely INNOCENT but they say your lies you will have to live with you should have resigned out of respect to M&S or better still you should have been SACKED even the staff there said your an attention seeker and will stop at nothing to achieve it as Dale Stevens found out yet he thought you were always very pleasant and polite how wrong he was”

Helpful Report

Posted 2 years ago

“i often read Marks and Spencers reviews and i have to say how disturbing it is to read from general manager area manager and section manager the way they spoke and treated the gentleman that raised a complaint against smug Andrew which sounds like he had every right do this unfortunately he paid more than the price for making that complaint i am aware that managers stick together but to send the police to his home with made up lies is very unprofessional but when you read how they treated this gentleman it clearly shows you must have taking a complete dislike to this person to go to theses measures yet you all took his money and gifts the three of you have ruined the good name of M&S and HR you should explain why you would allow senior managers to behave in this manor and then promote the man that says M&S do not care about there loyal customers which is very clearly true its one store i won't shop again in all companies say they will stop Bullying clearly not in there Torquay store”

Helpful Report

Posted 2 years ago

“Torquay marks Spencers reviews are shocking if Nicola and moxhay can get away with what she did close the store 👿”

Helpful Report

Posted 2 years ago

“Keep out of the Torquay M&S read there reviews those concerned should have been SACKED”

Helpful Report

Posted 2 years ago

“What Horrible reviews M&S have but when you read what Nikki / Andrew / Claire / Dawn did to the customer who made a compliant against Andrew they clearly made sure he would pay for making that complaint and Nikki and Dawn did just that Lied through there teeth so if thats how HR allow there managers to behave i hope they close that store for good because there's a lot of people i no that shop in TESCO'S now because of what they did WHAT A WAY TO TREAT A CUSTOMER that had shopped there for more than 30 yrs”

Helpful Report

Posted 2 years ago

“Horrible service at St Helens M&S”

Helpful Report

Posted 2 years ago

“I have been a very regular and old customer of M&S. I raised a complaint for a missing item and missing product in the delivery for the first time about 10 days back. I am shocked to see the poor level of customer service that the brand has. If you call their customer care number, they will first ask you to write an e-mail to register a complaint which is so opposite to the nature of online purchases and why there is a customer care number if you want your customers to write to you. The e-mails take a lifetime to get addressed and they even have the audacity to ask for a picture of a missing item. The grievance manager number mentioned on their website gets connected to a guard at their corporate office, and he very diligently gives the mobile no of the grievance manager. This number of the manager either goes busy or unanswered with no one ever calling you back. The customer care team gives no heed to the quality issue faced by you and like a broken record keeps talking about their return policy timelines. They close your ticket without providing a resolution. The e-mail stats though that do write back if you are not satisfied with their service and if you do the same e-mail stating the return timeline is sent. I am so disappointed with this brand. A small-time seller on Instagram has better processes and customer centricity than M&S.”

Helpful Report

Posted 2 years ago

“i would agree with Philip all the reviews that you read about M&S they clearly don't care about there loyal customers or even value them one little bit if you read Torquay's reviews how managers could be so cruel and nasty and most of all Lie and even worst get away with it and then company reward's them for there efforts by making him Area manager i would be so scared to bump in to the section manager and her partner in crime when people lie to the police there definitely two people to keep away from it doesn't get more dangerous than that YUCK”

Helpful Report

Posted 2 years ago

“Philip you should read Torquays food hall reviews Nicola and Dawn it’s more than Evil what they did to Dale”

Helpful Report

Posted 2 years ago

“WOW what a disingenuous company M&S has become. Just look at the level of 1 star reviews on Trustpilot. It's stunning! I had reason to complain about their customer services department and the company policy regarding such complaints is NOT to acknowledge them in writing, NOT to give you a reference number and NOT to reply to you with their final finding regarding the complaint. I was told that I have to take them on trust that they will investigate. I know of no other company that deliberately hides away like this. Plus, their customer services is in South Africa which means you often get through to someone who is difficult to understand and they often put the phone down on you. What a tragedy this company has become. They care not one jot for their customers and are full of disingenuous lines such as "We always welcome hearing from our customers, but it’s disappointing if the service provided has not met the high standards we set." In failing to deal professionally with genuine complaints M&S now sets very low standards of customer service and in my experience has even failed to maintain this woeful level. They are fooling themselves if they believe this will work for them. Never ever again will I buy from this rotten company.”

Helpful Report

Posted 2 years ago

“what a way to promote MARK'S & SPENCER'S if thats what the company think's of there customers its all very cruel and very unpleasant and to promote arrogant managers that treat customers in that way HR are should wake up and smell the coffee these managers should have be made to jump before they were pushed everyone is talking about your TORQUAY FLAGSHIP STORE but it is great that these managers have been named and shamed the last time i went in that store and saw the section manager you can clearly see she is a very nasty peace of work its very sad a great store ruined by the HR Department for allowing this to happen”

Helpful Report

Posted 2 years ago

“Marks+Spencers OMG if your Area Manager from Torquay Andy Harris can stand there and tell a perfectly innocent customer that complained about his Arrogant Attitude which clearly shows. for him to stand there and say Marks+Spencers don't care about the lovely people that spend there hard earnt cash in there stores and HR and Customer services and the so called Executive team will just pay Lip Service with the customer and he feels sorry for us the customer it doesn't get worse than that and than you promote him to be your Area Manager that is more than shocking but you have to give him some credit for speaking the truth and making your jobs worthless i am sure everyone would agree Harris Moxhay Dawn Claire they should have all been told to resign every food hall throughout Devon say its shocking what they did to Dale Stevens and that you would only get away with that if you work for Marks and Spencers but most of the other food halls say its great for us because Dale and all the people that support him now spend there money in our store's so lets hope people will stop shopping in the Torquay Food Hall what Claire Thomas should have been saying to Dale was my role here is to make sure you the customer has the best shopping experience possible not say my role is to protect my staff and the good name of the store that is clearly rude and arrogant at one time thats what made M+S so special the customer was the most important person but from Andy's comments thats long gone would like to say on behalf of other retailers thank you for boosting our sale's keep talking to the customers like that Andy and Claire HR must be very proud of you all”

Helpful Report

Posted 2 years ago

“I will give a minus star if I have the opportunity from appalling staff, security and management after 2 successive weeks of being branded a thief with my mum on 4st occasion at Wolstanton Marks and Spencer and followed around for over 30 minutes to point of paying my items and to the door till I approached the security and told him my peace of mind and then again this past Saturday over a paid item. Left everyone crossing the main door and shouting at myself and my brother even to the point of showing my receipt and with members of the public thinking we have been caught. Nah and the manager I will brand unprofessional and rude with no manners. Really lost it as I explained two weeks ago to the security my stand on theft and had to explain to the security and the PCSO that came to the scene. Unbelievable”

Helpful Report

Posted 2 years ago

“On 30th November in blue water store I purchased two mens coats and ordered a mens gilet to be collected at Loughton M&S, spending about £300, I was never informed of when my order was available for collection , I went to Loughton M&S on 12th December to enquirer after my order and was told that it had been returned and that a refund will be issued, I paid cash. Received a email on 14th December saying a refund in the form of a cheque had been issued on 12th December which should take 14 Days. By the 12th January I still had not received refund, tried to send email to no avail so phoned customer services and was told that a cheque had been processed and I would receive email confirmation still have not received refund or any communication. I contacted customer services again on 23rd January and was told again that cheque had been processed and will receive email confirming this, as of yet no email. M@S have had my money since 30th November. The item I ordered was a Birthday present so there for had to purchase it again. Unacceptable service been pushed from pillar to post , customer service not helpful at all. I warn any customer to never pay cash and possibly shop elsewhere.”

Helpful Report

Posted 2 years ago

“Lovely ladies at Festival city Dubai. Exccelent customer service, very patient, helpful and polite. Thank you. (Ms. Judy and Ms. Sonu)”

Helpful Report

Posted 2 years ago

Marks And Spencer is rated 2.8 based on 2,275 reviews