Marks And Spencer Reviews

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

2.8 Rating 2,281 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,281 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“reading the reviews on torquay food hall i to have to say how the general manager C.Thomas could take someone outside and say my roll here is to protect the good name of the store and my staff as she flicks her fingers in the air does she not see that she has just Destroyed Marks and Spencers good name that they spent years building up i am sure HR would agree what she should have said to the customer was the most important thing is to make sure you have The best customer shopping experience possible in my store if she had any skills as a manager at all and then of Course to protect the staff and good name of the store C Thomas should have been told to apologise to this customer but instead was allowed to ban them from the food hall her excuse was it was against Marks and Spencers policies for customers to reward there staff for good customer services yet the staff took these gifts from the customer have to say Thomas Harris Moxhay have to be the most unpleasant managers that work for M+S but have to say 99 percent of marks Spencers managers and staff are the best its just in Torquay its seriously bad clearly managers have become complacent i would have to say Claire Thomas has enough dynamite in her head to blow the head off a match stick”

Helpful Report

Posted 2 years ago

“As a 58-year-old retired Headteacher, studying for a PhD, I recently began looking for a part-time job to run alongside my studies. Finding an advertisement for a Customer Assistant post offering 12 hours per week at the Whitstable Marks and Spencer’s Foodhall, I spent a considerable amount of time completing an online application; including the pre interview screening activities and the uploading of both my CV and a covering letter. I received an email on the 10th of August 2022 at 17.44 that confirmed the time and date: 12/08/2022 at 15.30 with Donna Parrett. On arrival, I was kept waiting on the shop floor. Eventually Donna arrived and I was then taken to a windowless box room. Donna left me alone, while she went to get some paperwork. She seemed ill prepared; born out by the fact that she seemed to know nothing about me and to have not read any of the details from my CV or the covering letter. In fact, she addressed me as Elouise - this is not my name. My name is Cliff and she assumed that Cliff was a man, despite the fact that my CV, application form and covering letter clearly states the form of address as ‘Mrs’ and my CV includes an identifying photograph. During the 30 minutes I spent with Donna she seemed rather keener to provide me with details about her own private life, rather than find out about my skillset. I learnt: • Donna moved to Broadstairs with her husband to have a ‘different way of life’ from that in London . • Donna had worked at Price Waterhouse for many years – mentioned on numerous occasions. • Donna’s husband worked within the police force, investigating internal corruption and it was a highly stressful job. • Donna’s husband now had to commute into London, but felt it was worth it when he turned into their street at the end of the day. • Donna and her husband lived in a very nice, big house that looked out over the coastline. It was clear from the onset that Donna assumed that I was not suitable for the position. It seemed to be related to the fact that she thought I was too educated, too “posh.” A word she used several times, including within the statement “posh people were just people” too! She voiced her view that I would “be bored” and find things “boring." This was not an opinion shared or voiced by myself. It is now Monday 1st September 2022, 20 days since I had the 'interview' and I have still had no notification from Donna Parrett, or indeed anyone else. I have emailed this complaint multiple time to a variety of key HR people at M&S - still nothing! Frankly, I am appalled at the lack of professionalism demonstrated by Donna Parrett; her assumptions about me were entirely negative and judgemental and the fact that she couldn’t even be bothered to contact me [presumably to tell me I was unsuccessful] really does say it all. I would very much appreciate some response, from someone senior to this member of staff, as I believe I deserve at the very least some form of apology and explanation as to why recruitment protocols [I assume this is not how recruitment ordinarily happens at Marks and Spencer’s?] have not been followed.”

Helpful Report

Posted 2 years ago

“Purchase Abbey leather settee and chair after 1 day cusion on chair stated to ripple up . Contacted M&S to complain sent photo of cusion and they sent a company out to inspect. There report stated was puddling and to be expected on a leather chair. Contacted M&S again to say unhappy they are not interested and not prepared to do anything about it . Buyer be aware if you buy a leather sette or chair from this company.”

Marks And Spencer 1 star review on 1st September 2022

Helpful Report

Posted 2 years ago

“I tried your Chicken Katsu burgers today We found them absolutely disgusting. The texture was so solid ans stodgy. It sounded an exciting new item and at £4.75 for two I expected something delicious. They smelt good whilst cooking but we ended up giving a good proportion to the dog this lunchtime. VERY VERY disappointing and surprising as I have never had to complain about any Marks food item before.”

Helpful Report

Posted 2 years ago

Helpful Report

Posted 2 years ago

“I have been trying to book a bra fitting for both myself and my daughter for over a year now and all days, dates and times have been completely fully booked for well over a year. I have contacted customer care several times only to be told that it is just that busy. While I can appreciate that with the pandemic things have been somewhat pushed back, I find it hard to believe that so many ladies require bra fittings that there are no appointments in any store on any day at any time day or night. I have since made alternative arrangements with Victoria's Secret who were very accommodating. Such a shame because I have been fitted and purchased my bras with M&S since I was a teen. My mother before me did the same and I introduced my first daughter when she need her first bra. It was my intention to continue on with my second daughter and later my third when she comes of age. I guess all good things eventually must come to an end.”

Helpful Report

Posted 2 years ago

“Is there a HR department at marks Spencers . the willows at Torquay is supposed to be there flag ship yet if you read there reviews on how from general manager commercial manager and section manager how they spoke to the INNOCENT SHOPPER and then banned them from the store what a disgrace they are to marks Spencers but I blame HR for allowing them to do what they did even the staff say when Nikki says jump they all say how high I shop in all the other marks Spencers and the staff and managers are lovely HR you need a clean sweep in Torquay ie get rid of the managers”

Helpful Report

Posted 2 years ago

“Went to the cafe in The Willows, Torquay. Ordered sausage in ciabatta and bacon bap. Food was luke warm, undercooked, very bland and bacon extremely fatty. Really disappointing. Won't be eating there again”

Helpful Report

Posted 2 years ago

“The worst customer service I've ever experienced. Marks and Spencer have went dramatically downhill. And fast. Came across a manager in their Newcastle store whose only response to everything I put to them was 'no comment'. I was sold something which turned out to be non-refundable, but NOTHING told me this - only some illegible line on the bottom of a tiny 3cm sticker. Apparently if I regularly shop at Marks and Spencer I should know this (as per the manager). I will NOT be regularly shopping at Marks and Spencer.”

Helpful Report

Posted 2 years ago

“Trying to talk to someone about my order I was hung up on 3 times whilst be very polite it just go's to show that working from home don't work for customers.”

Helpful Report

Posted 2 years ago

“I made a complaint to customer service about a duplicate payment they took from my account. 3 weeks later still no response. I have called and emailed and am constantly fobbed off. I am disgusted with what I thought was a reputable company. Shall be taking to the Ombudsman.”

Helpful Report

Posted 2 years ago

“Terrible impossible to speak to anyone on the telephone Returns are m possible on line Do not try you waste your time Non existent customer service numbers do not work avoid”

Helpful Report

Posted 2 years ago

“The place needs rapping up an closing down. Over priced food.food I wouldn't feed to my dog. I don't have a dog . Only an empty wallet. Saturday night treat. More like Saturday night ruined. Lidl aldi I'm so sorry for desertion. I've learned my lesson....”

Helpful Report

Posted 2 years ago

“Torquay marks Spencers reviews shocking from general manager down to section manager and girlfriend to lie to the police it says everything about them how do they sleep at night”

Helpful Report

Posted 2 years ago

“I bought 2 jumpers in the sale from M &S in East Croydon on 18/08/22. Tried them at home & found they very big, not the size as stated on the labels. As I was going to Kingston on 24/08/22 I took the jumpers with so that I could return them and get my money back or exchange for a different item. I spoke to an assistance who told me that M&S does not accept back yellow sticker sale items at all no matter what reason, I asked to speak to a manager he called Kate the manager who said that M&S does not accept return of sale items as stated on the receipt and that cashiers are trained to tell customers that sale items cannot be returned to M&S. I said I do not recall being told this by my cashier and that I did not see this as I did not see until I got the receipt I said you cannot know until I paid then I got the receipt! FURTHERMORE on the receipt it said & i quote "for refund please retain product barcode label/swing ticket"which I have kept on the returned items. Kate kept arguing with me and we were not getting anywhere so she called Michael - DSM of the store and he parroted the same as Kate the same thing. again Kate & Michael were very righteous in they attitude towards me and were quite dismissive of me. Michael said I should get in touch with M&S customer service which is in South Africa, he gave me the number and said I would have to pay for the call. I said that is ridiculous he suggested sent an email they may reply or not. I said unbelievable!! Today I rang the number he gave me: 03330148000, I asked the operator if he was in SA, he said NO I explained the situation and he said I will put you to the correct depart who would help me. I got through and the first thing I said are you in SA & she said YES and I asked is this called costing me YES she reply. I asked will she ring me back she said YES and said I will ring you back straightawayI gave her my number and that was hours ago!!. I am now an Ex customer of this hopeless company, who do not care for customers and make it very hard for us to complain as they don't want to know and don't care. Appalling behaviour by M&S. M & S IS THE ONLY COMPANY IN BRITAIN WHO DOES NOT ACCEPT RETURN OF SALE ITEMS. I WOULD DARE SOMEONE FROM M & S TO GET IN TOUCH WITH ME OVER THIS ISSUE.”

Helpful Report

Posted 2 years ago

“First order was split into 2 separate orders, then arrived late and damaged. Online chat bot was useless and went round in circles. Refunded 30% after being chased and chased. Second order was cancelled and didn't let me know. Arrived to pick it up after e-mail confirmation saying it was ready. Poor service and I would avoid at all costs.”

Helpful Report

Posted 2 years ago

“Apple Pies. Premium cost. There is nothing worse than eating apple pie with core in it. Very disappointing.”

Helpful Report

Posted 2 years ago

“TORQUAY REVIEWS are shocking they need to look at what MANAGERS are doing i as one will never give TORQUAY my custom”

Helpful Report

Posted 2 years ago

“Went to Derby Kingsway retail park on 18 August, 2022 at 5.45pm. We were asked to go to the new self checkout point even though we were almost the next to be served at the normal till. The lady who was in charge of the self checkout tills seems to be a bit bossy and thought we don't know how to operate the simple self checkout machine. After scanning all the items, we pressed next screen which we still can scan my sparks card as I used it in other branches before but this lady kept saying that we were wrong next to my ear and pressed our screen to go back to scan our sparks card first. We found that this worker is so annoying, not well trained and had no basic sense of serving customers. If we do have problems, we will ask for help, if we do not having any problems, don't keep on telling us what we should do. I think the manager of this branch should make sure that their staff are all well trained and carefully monitored their staff performance all the time.”

Helpful Report

Posted 2 years ago

“Town Centre Birmingham....Went to the till...Got served by Mary...Diidnt acknowledge me....just said 16.ppund and throw the card paymenteChine towards me...was looking else where she was...poor customer service. .Mary let Mark's and Spenders down...very bad customer service.”

Helpful Report

Posted 2 years ago

Marks And Spencer is rated 2.8 based on 2,281 reviews