Marks And Spencer Reviews

Name: Marks And Spencer
Address: Waterside House, 35 North Wharf Rd, London
Rating: 2.79

2.8 Rating 2,298 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,298 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

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“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

“The gentleman from Torquay didn’t stand a chance with people like that but one thing that came out of this is there named and shamed and they have destroyed the good name that store once had”

Helpful Report

Posted 2 years ago

“i have to be honest and say i have shopped in most of the marks and Spencers stores and the staff there are lovely some may look like they have won the lottery and lost the ticket but when you read Torquay food halls reviews and the way Andrew Harris there commercial manager told Dale Stevens who put in a complaint to the customer service team against Andrew for being so rude to him it didn't end there unfortunately for Dale when he went back in the store again Andrew saw Dale and his words were hello mate i here you made a complaint against me to the customer service team i said yes i did he said i hate to tell you this but they will just pay lip service with you because marks and Spencers look after there managers but from the bottom of my hart i feel so sorry for you the customer because marks and Spencers just don't value there customers but hay you have a nice day and he walked off smiling i just walked out fuming with this arrogant pig when i went in the store store again this very large scruffy woman with very thick glasses on said Dale can i have a quick word outside the store she then took me to the side of the building where she said i take it very seriously when someone makes a complaint against my management team my role here is to protect my staff and the good name of the store and when i went to reply she put her hands over her ears and turned her back to me and said i don't want to here what you have to say i just thought what a way to promote marks and Spencers even the trolly man from Sainsbury said how rude was she to me when i went back in the store again week later a member of staff who i new said Dale Andrew and Claire have told all the staff not to engage with you at all and they are determined to stop you shopping here it didn't take them long to do this i was told that rewarding staff for excellent customer service skills was against there polices so why did the staff take it from me than and was then told that Nicola section manager who by the way is best friends with Andrew and her girlfriend Dawn said they felt uncomfortable when i just went in store to get my shopping which i have shopped there for over 30 yrs and there husbands were ringing to make sure they got to work safe what a joke it all was i never went back in that store again but to my horror this Nicola then sent the police to my home saying in 2019 i sent her flowers in 2020 i went in to Marks and Spencers shouting at the staff and in 2021 i put a review on her and her girlfriends cars they had no evidence of these made up allegations and the police had no right to come to my home i was told Nicola won the flowers in a raffle at work which is what she told her husband if i had been shouting at the staff it would have been logged on there cctv and kept as evidence as for the reviews i am told it was found in Sainsbury's and Nicola and Dawn new this and Andrew and Claire did to i have to say this is two very nasty Histrionic people i should have taken my solicitors advice and taken legal action against them its not surprising if when they see me they look so nervous and so they should there's no place on this planet for people who Lie through there teeth i was innocent and did nothing wrong i am the kindest generous man you could meet but have to say Andrew was right when you tell a customer the truth Marks and Spencers rewarded and promoted Andrew to AREA MANAGER this company can't even explain to the customer how the hell they would allow there managers to treat a good loyal customer this way my word of advice to all customers never complain to customer services or the so called executive team all the executive team could say is we will always side with our managers weather there right or wrong i will never forgive Moxhay or Dawn for there Lies and it was all Lies and they no it”

Helpful Report

Posted 2 years ago

“Well I shop in the Torquay food hall and have done for years but when I read there reviews and what they did to the gentleman that to had shopped there for years to read how Mr Harris the commercial manager told the gentleman that put in a complaint against him for his arrogant attitude marks and Spencers don’t value there customers and will just pay lip service with you but hey you have a nice day is then promoted to area manager this is just shocking every time I see him he make me feel sick 😷 I should stop shopping there and he proves that what he said is true”

Helpful Report

Posted 2 years ago

“Marks+ Spencers your managers reviews in Torquay are shocking they are clearly completely out of your control and represent your company in a very bad way it is all over the southwest what they did to good honest respected customer its very clear from the reviews do not complain to customer services about there managers because it took Claire just months to Ban this Gentleman with made up stories from her staff i am to scared to shop there now i wouldn't want the police calling at my home the whole thing is very upsetting.”

Helpful Report

Posted 2 years ago

“Online website awfully slow, extremely frustrating”

Helpful Report

Posted 2 years ago

“well done Torquay if thats how you treat customers Marks and Spencers are finished you certainly aren't managers to mess with thats more than clear”

Helpful Report

Posted 2 years ago

“M&S food is ok but clothes and home wear have gone rapidly downhill. This year’s Sale in particular has been pitiful!!”

Helpful Report

Posted 2 years ago

“Marks and Spencers if you can Ban a Innocent shopper for rewarding your staff for excellent customer service skills you don't deserve loyal customers and if Nicola the section manager from Torquay can send the police to a customers home with nothing more than made up Lies she is one very unpleasant thing she has given that store such a bad name i personal couldn't sleep at night if i did this to a gentleman that was always very kind and polite but she seems to have Andrew Claire Dawn Ralph to take her under there wings yet Andrew took £100 from him Nikki took chocolates and Dawn took chocolates after saying Nikki and her Mum was giving her dirty looks after she was seen talking to Dale outside the store by Jill the whole stores management is TOXIC like the good store name Claire even had to get Ralph to do her dirty work because she new it was all so wrong what Nikki and the others where doing she had no control of it in store they say Nikki is the general manager and not Claire what a Joke”

Helpful Report

Posted 2 years ago

“Basically my clothing goods (about £50.00) never turned up . They were sent to my old address which is now a holiday home in Devon . I spoke to an M&S tel operative who solved the problem and said she would re direct them and I think she rectified my address - great ! . I am now told that there is no record of my conversation and that I should pick up the goods myself - a five hour journey. I was told the my initial order was made via my M&S App , I do not have one. I was told that I 'selected' my old address of three years ago . I'm confused. I expect the delivery hand of EVRI is also in the mix here.”

Helpful Report

Posted 2 years ago

“Visited the Cafe in West Quay today 12.30 12 January 2023. Two coffee points open as usual, made our selection and proceeded to queue. However, it was unacceptable because the individual trying to make the drinks and take orders was inexperienced, slow, nervous, didn’t engage with her customers and didn’t attempt to ask another member of staff for help. We stood in disbelief for 15 minutes with the lady at the front of queue still not having her drink put onto her tray. The 2 ladies in front of us put their sandwiches and tray back and left very unhappy. One of our party approached the hot food counter to request supervisor assistance, the lady with the grey hair told her if she didn’t like it to go elsewhere. The 3 of us heard her sniggering with the other members of staff, it was shocking, there is never a supervisor to hand there, there is never any urgency amount the staff, who are poorly trained. One of our members had a hot cross bun and asked for it to be toasted, when it was taken away, instead of slicing it in half and toasting it properly it was stuck under a toaster as it was whole it was totally insulting. My tea in the tea pot was tepid and i could not drink it, i waited 30 minutes for my jacket to arrive, the elderly lady on the next table was complaining as she had waited half an hour. It totally ruined our outing. We are M&S card holders and we will not be returning to be insulted and disregarded and see others being treated the same. You should have closed the restaurant until you could cope with the poor individuals already in there. You should review your recruitment process. You should train your staff in customer service but you just do not seem to do it any of your stores we have lost complete confidence. You used to be the best, a little biscuit in the saucer, now we don’t even get a saucer, it’s a shambles. You don’t even want us there.”

Helpful Report

Posted 2 years ago

“Went to Marks and Spencers in Westbourne in Bournemouth and in Lymington in the new forest my god how shocked we where when we had to pay 💰 £1 to park in there car park and you don’t get a refund when you pay for your shopping I will never shop with them again let’s pray that Aldi or Morrisons take them over they are certainly not loyal to there customers and don’t deserve us just read there reviews”

Helpful Report

Posted 2 years ago

“Hi I have just got back from a 20 mile return journey to Castle Point, to return a jumper, my daughter bought for Xmas .the same asi bought for myself .I tried to return the jumper at the food hall in Broadstone they would not accept it, as I never ordered it on line.I understand your rules ,but in this case I thought you would have had some compassion. both my husband and I went down with reallyl bad Covid, We both extremely ill, as we are both in are 70s our Son tried to return it to A food marks and Spenser he explained the situation but was told no .Today I also explained but was told no, As. well as wasting a whole morning travelling all that way for nothing ,while still feeling ill. I would have accepted a credit note ,Your customer care is appalling. Teresa Ballett”

Helpful Report

Posted 2 years ago

“you would have to agree if the general manager can Ban a shopper that had shopped in that store for over 20 years for rewarding her staff for excellent customer services skills what the Hell is going on in Torquay the stores name is the talk of Torquay and the general manager Claire seems to be controlled by her staff and section managers Nicola being the ring leader HR should have taken the time to seen this gentleman to see how wrong this all was in support of all this Gentleman i shop elsewhere its shocking to read her side kick Mr A Harris took a £100 in cash from this Gentleman and told him we can take it but must Donate it to charity so how lovely is that to here but it seems Andy wanted this Gentleman out of HIS store after he put in a complaint to head office about him so it seems clear don't complain about managers or they will find excuses to Ban you it shows a great store in a very bad way”

Helpful Report

Posted 2 years ago

“Histrionic Moxhay if HR meet this gentleman they would see how wrong they where to be treated by managers like that it’s SHOCKING”

Marks And Spencer 5 star review on 8th January 2023

Helpful Report

Posted 2 years ago

“Tomatoes for cooking? Absolutely GMO tasteless wow shocking 😳”

Helpful Report

Posted 2 years ago

“Sales are not sales. When items go on sale the price goes up first. For example, a cord dress that was regularly $115 CA was suddenly $125 CA during a "25% off" sale. Now they are doing a buy this many get this much off sale and the price of the dress is $119 CA. This is not an anomaly. The same was true for other items I had considered buying. I sent a note to the company. The response was: that must have made you angry and we will forward this information to the appropriate departments. What nonsense. As if the price changes would be a revelation to anyone in the "appropriate departments." It's just terribly dishonest. Being treated like an idiot just compounds the bad taste.”

Marks And Spencer 1 star review on 7th January 2023

Helpful Report

Posted 2 years ago

“After reading Marks and Spencers reviews Moxhay and the general manager Thomas should have been sacked I wouldn’t sleep at night if I lied for my teeth about someone that was INNOCENT 😇”

Helpful Report

Posted 2 years ago

Marks And Spencer is rated 2.8 based on 2,298 reviews