Marks And Spencer Reviews

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

2.8 Rating 2,354 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,354 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Telephone, Email, Live Chat

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

Write Your review

Tell us how Marks And Spencer made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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 loath to write a negative review about M&S because I love the store, but I feel I really need to warn people - DO NOT ORDER FURNITURE AT MARKS AND SPENCER! We ordered and paid in full for a sofa and two armchairs in May 2021, delivery was arranged for 19th August. On 18th August we were informed it wouldn't be coming and they would be back in touch to arrange a new date. They didn't get back in touch, so I called them. Then followed excuse after excuse and fobbing off after fobbing off from customer services (I always had to contact them). In short, it is now November - six months after we placed our order and we still haven't received our sofa and armchairs. Only a fluke circumstance prevented us from dispatching of our old furniture pre the delivery date. Truly staggeringly appalling service and not what is expected of M&S. In store staff at Pudsey were wonderful but we cancelled the order yesterday. In my opinion any manufacturer who thinks it is acceptable to delay delivery by over three months is highly unlikely to care about the quality of the goods. I will continue to shop at M&S but wouldn't dream of ordering furniture from them every again - it quite simply doesn't arrive.”

Helpful Report

Posted 4 years ago

“Bought a coat in Westfield White City branch last week. I felt it was right. A few days later, I realised that the size is too large and unfortunately I had thrown the receipt and tag away. I went to the Kingston branch to exchange it. I found a smaller size that fit perfectly. At the till, I was told that I could not exchange it because I had no receipt or tag. I was very upset, asked for the manager. He refused to help me. It was like talking to a brick wall. Policy. I have been a customer for so many years! I had proof on my app that I had bought the coat only a few days before. I rang head office. Customer service lady said she was not going to help me either. I told her they have lost a customer. It made no difference to her. Case is closed.”

Helpful Report

Posted 5 years ago

“After waiting nearly 2 months for bedroom furniture, 2days before delivery I was informed there would be a delay until January 12th next year. When I rang to complain about the unfair and unreasonable treatment I was told they had most of the furniture in stock less the bed and would deliver what they had the following week. When the furniture arrived, all the items were damaged and doors and drawers were ill fitting. On one wardrobe holes were missing which would house a hinge. Dreadful quality. I was disappointed at the awful service. I rang to complain and spoke to someone demanding a full refund and for them to collect their substandard items. I was assured my complaint was going to be escalated and Not only would I receive a total refund but would be compensated as well. I did receive a refund minus £3.50?Why, I don't know . I have contacted M&S by phone and by Web Chat assuring me someone would be in touch. It never happened. After giving up expecting a reply , I wrote an email of complaint. Still no response . Do not buy from M&S, service and quality have plumetted to a new low. Bad service, bad quality!”

Helpful Report

Posted 5 years ago

“Purchased an egg salad in the take away section. Very disappointing with mainly lettuce and undercooked potatoes. Tasteless and quite expensive at £2.50 for one egg and a lot of lettuce”

Helpful Report

Posted 5 years ago

“What I ordered from them was not what was sent to me . I am so gutted that I have to go to the shop to return a towel that I never ordered to get my money back for the jeans and a bra I ordered from them.”

Helpful Report

Posted 5 years ago

“Paid extra for delivery,not delivered,trying to contact m&s is not an option,no way to contact them ,just sent found and round in a circle,will not use m&s again”

Helpful Report

Posted 5 years ago

“Mia ankle grazers had a few pairs over the past year, but have just bought my last. The trousers are nice and comfy, and good fit, but the colour keeps going round waist and down to pockets. I wash them as stated, but they end up going purple, on the navy and the black pairs.”

Helpful Report

Posted 5 years ago

“Not only are M&S not doing food to order for Northern Ireland for Christmas 2021 they are not delivering anything to Northern Ireland - the customer services agent said "we only deliver to the UK" - that to a Northern Ireland person is a red flag to a bull. I was also ordering £300 of gift cards - happy to deliver these but nothing else - £300 of gift cards will be purchased elsewhere.”

Helpful Report

Posted 5 years ago

“What has happened to your petite range? Only 1 petite coat and your leg length has increased so much I am unable to buy jeans from you. I bought 3 different pairs of jeans recently and had to return them all as they were far too long. I measured the inside leg and it was much longer than the 27" stated on the size guide. Very unhappy customer who is now looking for another supplier, such a shame as I have been a loyal customer for a great many years.”

Helpful Report

Posted 5 years ago

“M&S. I love your individual chilled chicken pies and have done for years but hey where’s the chicken !!! Honestly is just pastry & gravy lately so sad 😞”

Helpful Report

Posted 5 years ago

“Ordered two items (socks & duvet cover) socks arrived safely within 48 hours. Tracking info revealed the duvet package had arrived at Hermes on 27/10 and had failed to go out for delivery from there. After 4 emails & 4 different Customer Support responses, ALL of which failed to address my questions, that the package had been damaged & why it could not still be delivered to me (as it's now out of stock & cannot be replaced) a refund (which I DID NOT request) was issued. I would add that I have had similar probs with parcels arriving at Hermes Depot that failed to get delivered, yet M&S cannot answer why if the package was just damaged I could not still have it re-delivered. I mean how much damage can you do to a cotton duvet cover? Customer Support were incompetent & failed to read what the previous 3 other customer support had written to me it seems!”

Helpful Report

Posted 5 years ago

“Can’t even begin to say how appalled I’m with Marks and Spencer! Ordered items online - Shoes for my son and a blazer. Unfortunately, the shoes are not leather and the plastic has come away, but the sides of the shoes have opened up and let water in. I have tried to return these shoes in store as they are faulty and not fit for purpose. A manager said no they have been ‘Hammered’ and refused a refund. I was to shocked to ask what she meant by hammered. My son does not play football or play in the playground like he would’ve done in primary school he is in sixth form college. I do not expect shoes to fall apart within 5 weeks!! I have called Customer Service, where the representative told me to hold the line as she thought it was also unacceptable. After 5 mins of holding the line went dead - no phone call back. I attempted another call and had to go through everything again but to be told there was nothing she could do, except go back to the store. What???? This is just unacceptable Marks and Spencer’s!!”

Helpful Report

Posted 5 years ago

“Failed to cancel and order despite meeting the criteria. Trying to correct their error (duplicated order) has taken days of dealing with the most inept and incompetent 'customer service' I have EVER experienced. I used to be a firm supporter of M&S but sadly that came to an end today. Too many other retailers out there providing a better level of service to waste time here any longer. Sad day”

Helpful Report

Posted 5 years ago

“Tried to buy some winter men's clothes today , lack of sizes , no staff to assist , eventually found three items I went to the till and two staff were busy social chatting , I waited for a few minutes and they both left the cash desk ignored me and disappeared. I was the only customer at the pay desk. I waited for a while then left my purchases on the counter and left the store. Awful rude staff and service in the Bexhill on Sea branch .”

Helpful Report

Posted 5 years ago

“Bought a blue Oscar sofa & chair arrived in May faded in places by August , complained, took to October to respond. The specialist came round said it looked 6 years old and they did nothing about it saying its UV damage. What sofa does not get some sun on it from time to time. M&S say its not their fault , so don't buy any dark blue fabric sofas from M&S unless you have either the intention to cover it up or throw away 2k. M&S for your reference in case you wish to rectify this 5918631J.”

Marks And Spencer 1 star review on 22nd October 2021

Helpful Report

Posted 5 years ago

“Birminghan store very very & pompuse nade a inquiry to a assisant i am disabled and have difficulty communicating bra section SHOCKING ITS A DISGRACE 😡”

Helpful Report

Posted 5 years ago

“Please save yourself money and… Please save yourselves money and stress. Cheap quality and appalling customer service. Four chests of drawers, all damaged, staple holes completely covered the back of each one, an extra leg at back is a plain piece of wood! drawer knobs completely different to ones advertised, drawers aren’t aligned, and are unfinished, bubble paint marks, scratches. Delivery was fraught to say the least, disrespectful and most definitely not covid friendly. They dragged furniture across my floors, leaving polystyrene in every room, then told me to clean it up? I’m a disabled pensioner using a Zimmer frame. I actually sat and cried a number of times throughout weeks of trying to get things sorted. Spoke to someone called Tiz, who actually suggested the holes at back of drawers were staple marks, and that’s exactly what they are! Obviously an issue that doesn’t get sorted, as I replaced one chest for another colour, which arrived six weeks later, complete with staple holes!! she did give me a discount on all of the drawers, but the problems continued. Once you get a discount, they don’t want to communicate, making it difficult to email, leaving you on hold, going on holiday every other week etc. I think they fit them, so you won’t notice the damage, the drawers in my bedroom still has polystyrene and cardboard covering the strange extra leg at the back. It’s far to cumbersome to move, so I’ve left it in situ. I’m left with unfinished furniture and a scratch wooden floor. They sent paint pens without informing me of this plan, then emailed to say someone would come out and paint the plain piece of wood on another chest?? I’m sure the idea was for me to paint it myself, I flatly refused to allow them back in my home for safety reasons, and the blatant disregard they have for you and your home. I spent over £1000, didn’t check reviews, as most people say, I didn’t think I needed to as it was M&S, my own fault. Total waste of money, but the stress was, and still is despairing. We are not just customers, we are human beings. They should hang their heads in shame. I would like to add photos, but there doesn’t seem to be an option for it!”

Marks And Spencer 1 star review on 19th October 2021

Helpful Report

Posted 5 years ago

“This is Chandrakanth M K ordered a trouser from Mark's and Spencer order number 2001088213 order date 29/09/2021 and I received which was completely different from what I was ordered and made a return request and after one week I didn't get any response and my return request was expired and there is no option to request a return this is the shame on the Brand and it was completely flop Brand”

Helpful Report

Posted 5 years ago

“Very disappointed with the customer service for not helping me obtain an item I wrongly returned to their store instead of Next . I have not been able to retrieve my item and the returns department at marks and Spencer have kept my item . I tried customer services and have wasted two days one day a week ago and again today for help in trying to get my item back so I can return it back to Next . Today after chasing and writing to the chairman to help me retrieve it I have been told it was scanned in going to the returns department on the 1st October but as it has been more than 9 days since been scanned in they cannot retrieve it . Why ? I was not contacted by the department at any point although customer services assured me last Tuesday it would be returned to me Somebody there who scanned and opened the bag knows where my Next item has gone and would like Marks and Spencer head office to intervene and question why the item was never returned brand new with tags from Next .”

Helpful Report

Posted 5 years ago

“WARNING - DO NOT BUY FROM M AND S ONLINE! YOU HAVE BEEN WARNED. READ ON IF YOU WANT. Ordered three item of clothing, 2 arrived 1 didn't. Went to contact M and S as their website does not have the links to help so I telephoned. As others have mentioned, the options provided do not match and quickly close the call down. After retrying different options I got through to a customer rep who said my missing item will arrive the next day - of course it didn't arrive and no notification from a courier nor M and S received. Telephoned the next day and managed to work through their very bad telephone service, spoke to a customer rep and was told my item will arrive in 24 hrs then the conversation was abruptly cut off. Also, the customer rep had difficulty understanding the order number read to to them. So, I decided to make a customer complaint, but no customer complaint option on the M and S website, and get this, I had to telephone, LOL, to get the customer complaint email address which by the way is almost as incomprehensible as their telephone service. WHAT HAVE YOU DONE M AND S????? You used to be much better than your competitors. Back to NEXT and Amazon.....Never will I use the online service at M and S again.”

Helpful Report

Posted 5 years ago

Marks And Spencer is rated 2.8 based on 2,354 reviews