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

“Hello Dale, I too had a rough exchange with Nikki, Food Section Manager, Torquay, last week, about two food items purchased 19 August - a pack of unfrozen chicken breasts and a tray of mince. I went back on 21 August with both items - she agreed to a refund for the mince (which had turned a nasty brown) but not for the chicken as it use by date was 21 August and it was purchased on the 19th. The mince use by date was 24 August! She wouldn'f accept any of my reasonings and even said if I became ill after eating the chicken it would not be the responsibility of M&S. Yea, you read that right! I usually check use by dates but it never entered my mind after all, M&S are renowned for the quality of their food aren't they? Anyway, seems not, having scanned many of the one * complaints mentioned on this site. M&S such a shame, who would have thought it eh.”

Helpful Report

Posted 3 years ago

“It is without a doubt the most rubbish website I have tried to order from. When you go to pay after picking your item it jumps from page to page. I waisted 45 minutes of my life trying to order my grandson some school trousers then I tried ringing. Honestly don't waste your time it's automated and takes you round in circles. Another waste of time. It's amazing they have any customers left with this service. I will not be wasting my time with M&S again take my advise don't bother unless you like being messed about.”

Helpful Report

Posted 3 years ago

“4 LEMON CURD BAKES £2.25 DONT WASTE YOUR MONEY. Dry. Layer of lemon curd almost non existent. Air pockets where the jam should be. RUBBISH.”

Marks And Spencer 1 star review on 18th August 2021

Helpful Report

Posted 3 years ago

“Complete waste of time. I spent forever unsuccessfully trying to find knickers that were actually available then I couldn't process the rest of my online order as a free gift appeared in my basket. However, the gift was unavailable and the order wouldn't go through until it was removed. There was no option to remove it so I ended up abandoning my order. Managed it a few days later but the trousers I ordered were nothing like the description. On attempting to return them using the paperless returns process it seems I have to return the whole order, not just the trousers. The live chat bot was useless. Very disappointed!”

Helpful Report

Posted 3 years ago

“Judging by the reviews I have just read I am now more than certain that Marks and Spencer’s are getting worse I already had a terrible experience last Xmas and vowed I would not go to marks abc Spencer’s in Exeter ever again I still go in occasionally to buy food but probably won’t go in again to buy food having bought the gastro fish pie few weeks ago that was abysmal should be relabelled pie with a few bits of fish so I wouldn’t be buying that again also yesterday on the way home from my sisters in bude called at the holsworthy shop at the petrol station and bought a few things one being a quiche which was bland tasteless and very disappointing over the years shopping used to be a treat at m and s not any more I go to Lidl very often and comparison in different foods I buy Lidl’s is the superior one sorry m and s don’t know what’s happening but some of the food quality needs to be tested but going back to the reviews I dont hold out any hope of getting a reply so there is one customer you have lost not that you would be bothered !!!”

Helpful Report

Posted 4 years ago

“I shop at Worthing food dept often but unfortunatly i found the Mousaka very dissapointing of late, the last two sadly lacked potato, consistency very sloppy, no substance. Shame as Its one of my favourite dishes.”

Helpful Report

Posted 4 years ago

“I had to return an item of clothing which I had ordered online, I used the live message customer service and had to wait for around 20 minutes then there was a message saying "we are very busy and will cease contact in 5 minutes" Hermes did not collect as arranged the following day I was in the entire day and evening. I telephoned customer service to arrange another courier, this is not a freephone number, the courier did collect a week ago, I have emailed and have had no reply to my query re when the refund will be credited to my bank. I will not be purchasing any further clothing online again, as their lack of customer care does not encourage any future purchases.”

Helpful Report

Posted 4 years ago

“I hope this post is seen by as many people as possible! I regret to say I will never be using Marks and Spencers again! My wife and I were on Top of the world when we bought our Sofa from M&S after saving up for 3 years. It was to go in to our living room of our brand new house. We Purchased a Nantucket Corner Sofa in Navy. Credit where credits due, it looks great and the quality of the fabric is excellent! HOWEVER!!!! This is where the praise stops!! We have now had the Sofa for around 2 and a half years now and it has become the most uncomfortable, unrelaxing and frustrating place to be in the house. The webbing within the base has stretched and has become slack, and the cushion have lost ALL of its firmness!!! Meaning when where you sit down, you sink so much YOU ALMOST FOLD IN HALF!! Now just to point out, we are a couple with no kids jumping around and no dogs so whilst we expect normal "wear and tear", it is an absolute DISGRACE the drop off in performance!! IT GETS WORSE!!! I called customer service (who take FOREVER to get through to) and explained what the issue was and again, credit where credit is due, they quickly got someone out to look at the Sofa. The technician who came out is very vocal about how he can see the problem and explained that unfortunately "M&S sofa's just aren't build to last!" Naturally after he left I expected M&S to call me to offer a solution, BUT NO......ABSOLUTELY NOTHING FROM THEM!!! When I chased them up to get an answer, they explained there was no need for any further contact as they had closed the case, and they were not will to take accountability for the issue and there was nothing more they would do for me! Due to my persistence, 3 further technicians came out and again, were very vocal about how soft the cushions had become!! But still, M&S would not help! I EVEN OFFERED TO PAY for the cushions to be replaced at half price, but still, they would not help me! After spending £2,300 my wife and I saved over 3 years for our brand new house, I would have expected that a Sofa from Marks and Spencers, who class themselves as a premium brand, would not have provided me with a product and service of this poor quality and not worth the money we pay for! If you have had a similar problem with M&S, which I am sure there are many, please share this and help me force M&S to take responsibility for their poor service! Thank you”

Helpful Report

Posted 4 years ago

“You pay good money for their furniture. God forbid your get any issues with it. They take weeks to respond ask for photographs and some so called expert looks at photograph tells you looks good to them. Marks and Spencer say go to furniture ombudsman we've washed our hands of you now goodbye !!”

Helpful Report

Posted 4 years ago

“Ordered a birthday cake for son. Cake arrived Happy Birthday rubbed off the cake and also the decorations on transit shoddy so disappointed”

Helpful Report

Posted 4 years ago

“food has gone down a huge amount in quality, just had a steak and kidney pie. 6 pieces of tough meat and tiny bits of kidney”

Helpful Report

Posted 4 years ago

“Paid 4.99 for next day/designated day delivery but when it came to booking the date the earliest was 3 working days away, and then when I chose this they changed it without warning to a further day ahead! When I complained all I got was a bland response saying you obviously are not happy with our service but we hope you will shop with us again. Impossible to find an email for their complaints team”

Helpful Report

Posted 4 years ago

“I ordered sofas from M&S and agreed delivery date was July 12. July 5th, received confirmation e-mail that all is set for July 12th. July 10th, received email that delivery is now August 25th at the earliest due to production issues. This was a lame excuse. If it was production issue surely they would know at least a week or 2 before but to be informed that all is set for delivery and then suddenly there is a production issue is not acceptable. I went into the store today and was told they have a backlog and customers who placed their orders away before me are still waiting for their deliveries which means it is unlikely that I will get mine on 25th Aug. M&S website is still telling customers that delivery is within 12 weeks. My advice is read Trust Pilot reviews and you will read all about the appalling service. They don't even offer you an alternative such as a full refund!! Go elsewhere.”

Helpful Report

Posted 4 years ago

“I ordered sofas from M&S and agreed delivery date was July 12. July 5th, received confirmation e-mail that all is set for July 12th. July 10th, received email that delivery is now August 25th at the earliest due to production issues. This was a lame excuse. If it was production issue surely they would know at least a week or 2 before but to be informed that all is set for delivery and then suddenly there is a production issue is not acceptable. I went into the store today and was told they have a backlog and customers who placed their orders away before me are still waiting for their deliveries which means it is unlikely that I will get mine on 25th Aug. M&S website is still telling customers that delivery is within 12 weeks. My advice is read Trust Pilot reviews and you will read all about the appalling service. They don't even offer you an alternative such as a full refund!! Go elsewhere.”

Helpful Report

Posted 4 years ago

“Servicio de atención del cliente,terrible. Se ríen del cliente.”

Helpful Report

Posted 4 years ago

“Have been buying quiches regularly for years but I will have to look for somewhere else to buy them as M&S quiches are now tasteless, in fact they are AWFUL. I have just had the misfortune to eat a dry chicken & mushroom puff pastry slice - another of my past favourites - hardly any filling and no sauce, just very hard pastry.”

Helpful Report

Posted 4 years ago

“I had have bought your quiche Lorraine and enjoyed it for many years however you have not only changed the packaging but obviously the quality it’s now so bland and where is the cheese content ?”

Helpful Report

Posted 4 years ago

“Why isn’t it possible to write a item review on the app, I have to go into safari and then it won’t always let me write a review,it just cuts off, it’s very annoying, so I don’t write many reviews for this reason good or bad.”

Helpful Report

Posted 4 years ago

“WELL M&S I am absolutely flabbergasted with you. I have been a loyal M&S customer for over 40 years and have never made any complaint about any of your products But in 2017 I purchased a pair of nubuck leather Velcro Fastening M&S branded shoes as I now have trouble tying my laces. I bought from Shrewsbury M&S store for £55.00. They have been worn on a maximum of 5 occasions for celebration evenings (weddings, anniversaries, etc) as they were too good for everyday wear and as such have been stored in my shoe cupboard. There is nothing wrong with the Nubuck leather uppers, inside cushioned insole, etc. BUT the soles of the shoes have just literally disintegrated (please see photos of the sole). Obviously after 4 years and max of 5 wears, I do not have Till receipt. Knowing that return to M&S store would be a waste of time, I put the shoes in a shoe box with a full letter of explanation and paid (at my expense) to return the shoes to the Head office in London, where I hoped that somebody from the purchasing department would investigate the obvious inferior Quality of the shoes soles compound. It is such a pity that the shoes are only fit for the dustbin because of a clear manufacturing fault. My main objective was to inform M&S about selling inferior products with the M&S logo in their stores. Today after over 2 months, The shoes were returned to me from Chester, Customer services Dept with a letter of explanation (more like excuses, excuses, accepting no blame whatsoever) Totally dismissing that the shoes were a manufacturing fault and that general wear over 4 years was to blame (obviously did not even bother to read and understand the points that I had stated in my enclosed letter of very limited wear). No mention of an apology to a valued customer only an overtone of "we do not admit liability" ?? Whatever has happened to the Great M&S customer service and quality. I for one, will now, never shop at M&S again in my lifetime. Such a shame.”

Marks And Spencer 1 star review on 22nd July 2021

Helpful Report

Posted 4 years ago

“Ordered a chair from M&S back in February they failed to process the order correctly so when the delivery date arrived I was told I had to cancel the order & reorder & wait another 11 weeks now due date for delivery has arrived & they have again only just told me they have a problem 6 months they’ve had to sort suppling 1 chair why oh why can’t tneir customer service just give a simple truthful service all this passing the buck from one to another never the same person replying to emails very very disappointed do not order furniture they lie to you. If I was to change my delivery date this close to agreed delivery date I’d have to pay £25 now one has offered compensation when it’s their fault so angry with them”

Helpful Report

Posted 4 years ago

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

Marks And Spencer Reviews