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

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

“As Marks ordering dept had messed up this year (2021) we were unable to order our normal stuffed turkey crown. Ordered the perfect turkey joint instead not cheap at set price of £45. Followed cooking instructions to letter (wary from the start) as told to add a sachet of ready made sauce/gravy to the bottom and cover with foil, which is more like steaming. Foil removed as instructed and cooked for a further 30 mins and left to stand for required time. Based on the picture which is currently on marks christmas food hub page, should have lovely stuffing all the way through, ours had a small amount in the middle. The joint itself had an unpleasant smell the meat was chewy and inedible and left a very unpleasant aftertaste. The bacon on our usual turkey crown crisps up beautifully but the bacon on this joint went straight in the bin closely followed by the whole joint. Thank goodness we didn't have guests we would have been mortified and our own day was ruined. With regard to the ingredients on this joint, there is far too much going on with sloe gin etc etc etc, this must have been sampled before putting on their list so shame on the marks and spencer team for passing this. I do appreciate tastes differ but this review is true to our experience.”

Helpful Report

Posted 3 years ago

“Have always spent the extra and went to M&S Christmas food, this year we ordered the dressed lobster half starter. It was dry and no taste. Very poor for the money it cost.”

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Posted 3 years ago

“Christmas food order was an embarrassment. Never again”

Helpful Report

Posted 3 years ago

“I ordered a hamper for my parents for Xmas who live in the UK. I live in Australia. I ordered it in early December to be delivered on the 23rd December. On the 24th it hadn't arrived so I contacted the chat line. I was told that they were putting the hamper together but basically said it wouldn't be delivered before Xmas day. My parents are not getting a present from me this year and Marks and Spencer's don't care. I will never buy from them again and will never recommend them. They have definitely gone downhill since I left England 20 years ago. If I could leave zero stars I would, unfortunately I had to leave one star. Not deserved. 👎👎”

Helpful Report

Posted 3 years ago

“Ordered a cardigan for one of my relatives for Christmas and have been charged an extra 3 times, disgusting customer service saying I won’t get my money back till after the new year, I’m currently out of pocket by over £60 and their customer service was so patronising it was unbelievable. Please DONT order online, it’s a scam!”

Helpful Report

Posted 3 years ago

“I rang customer service about a faulty light; a fault only noted after an electrician had put the light up. I was advised to email customer services and given the email address. I emailed and attached photos of the fault. I then received a response noting I had spoken to customer services and asking if they had managed to resolve the issue??? I responded to point out if the telephone call had resolved the issue I wouldn't have emailed, explained the issue and re-attached photos. 4 days later deafening silence.”

Helpful Report

Posted 3 years ago

“I was genuinely surprised that a brand such as Marks and Spencer seem to decieve their customers. They say things have been despatched when they have not been but this prevents you cancelling the order. I have ordered a Christmas present ( a hamper) and paid for it to be delivered two days ago. I got an email off m&s saying it was despatched 3 days ago. The tracking number they gave does not exist on the couriers system. I have rang M and S twice and they could not find it nor can the courier who says they never got it. Off the record, the courier said m&s do this, say something is despatched when it is not. This item has fresh food in it, it wont be fresh now if it had been sent. Sitting around in warehouses for 4 days. I would avoid M&S, they are not the company they used to be.”

Helpful Report

Posted 3 years ago

“pondered a jumper as a Christmas present. Delivery in store was the 15th December. Didn't arrive. Web site said its on its way! Called the customer help line - useless. Its out for delivery. I have to wait. Called again Thursday morning - same answer. Called again Friday morning. Was told my branch was expecting a delivery - just wait. No response so called again. No communication from M and S but when I looked on my account it said to be re-shipped. estimated arrival Dec 29th. That's a great Christmas present isn't it? No offer of compensation. I cant cancel the order. Have to wait until the lost parcel surfaces and then return it!! (barmy) then it takes them 2 weeks to give me a refund. I would say M and S are onto a winner if you are stupid enough to shop there. Surely this services breaches all consumer rights?”

Helpful Report

Posted 3 years ago

“Appalling service. Item ordered in good time for Christmas delivery (a present). Said despatched and tracked as out for delivery 9 days ago but not delivered. No updates until I tweeted yesterday. Offered refund or replacement. I wanted replacement as for a gift. They said out of stock and refunded me. I checked and still in stock online! So either they are too lazy to reorder or the website is set to get more orders which will eventually be refunded after they've kept the money for 2 weeks. Inefficient, no communication and absolutely no customer care. Mow no Christmas present!”

Helpful Report

Posted 3 years ago

“If i could have given zero i would. Loyal customer for years. Absolutely dreadful customer service on the phone. When the mistake is yours do something about it. Do not look up availability in store, it is NOT accurate. Do not waste your time, shop elsewhere.”

Helpful Report

Posted 3 years ago

“My wife and myself have shopped at M&S for over 50 years,over the last few years m&s are going down the drain,we live at Saltburn,Cleveland,we travel regular to the Metro Centre,Gateshead,always calling at m&s for our breakfast,we always used to get a breakfast until we went in looked at the menu ordered our meal,the lady said we dont do that anymore, even though it was on a big display board,she said it was our best seller,i have been buying all my clothes there for years,we called at Skippers Lane M&S today there was no sandwiches, in the coffee shop ,i asked the lady behind the counter could i buy one in the store she said no,on my way out i tripped over a M&S basket on the floor,i told one of the staff she said its ok we know about it,whats happening to M&S.”

Helpful Report

Posted 3 years ago

“The disregard of updated govt Covid regulations at M&S Formby is worrying. Masked wearing isn't enforced with even some staff and management failing to comply properly. It is hardly surprising then that most customers don't bother. I will avoid the store now, it is unsafe.”

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Posted 3 years ago

“It looks like they mark out of stock items as despatched which stops customers from cancelling or clain=ming refunds. that explains why the courier says its still waiting for the parcel. This is the sort of activities associated with back street second hand car dealers, not a blue chip company like M & S.”

Helpful Report

Posted 3 years ago

“Since 30th Nov says items despatched. Now 11th December and still Hermes app. says not got items.. What is going on M&S.. All other suppliers are prompt delivery.. M”

Helpful Report

Posted 3 years ago

“Ordered some clothes and advised they had been despatched on Dec 4th. Its now 10th Dec and Hermes tracking says they are still waiting for the parcel. Is it lost? Has it been despatched? will it arrive? Your guess is as good as mine. Will not be buying from again. Ive sent emails which are still unanswered and as far as their on line chat is concerned after a 10 minute wait they simply cut you off (to save you waiting on line too long).”

Helpful Report

Posted 3 years ago

“Horrible is an understatement. I ordered online on 13th Nov and even after almost a month haven’t received my product and when I call customer service they say they will expedite, still nothing. No update, they don’t even bother to keep you posted. I am only chasing them”

Marks And Spencer 1 star review on 9th December 2021

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Posted 3 years ago

“Flowers not delivered as promised. My daughter had just come out of hospital. When I asked for a refund I was told the only way was for my daughter to refuse delivery. Never again. Terrible service .”

Helpful Report

Posted 3 years ago

“I will never order from M&S on line again. It has taken me nearly 4 hours on chat line to try and get a bar code for returns. Their chat line stops working after about 3 entries by the customer. Worst site I have ever contacted.”

Helpful Report

Posted 3 years ago

“Do not order any item from Marks and Spencers , their no return policy for Rs 590 and below is pathetic , the policy is somewhere hidden in the returns section and you will get fooled by no questions asked 35 day return policy. Better go for Myntra or Ajio which have easier return policies The size of the item is skewed and by ordering you will get stuck with unwanted Rs 590 item . This is a way of selling”

Helpful Report

Posted 3 years ago

“Would give zero stars if possible. THE worst customer service experience I have ever experienced in my life. Ordered a mattress online, had to wait nearly 7 weeks for delivery, fine not a problem. Delivery day finally comes around and they deliver the wrong mattress.... I was then told I would have to wait another 5 weeks for the correct mattress to arrive, so use the incorrect one for that time. 5 weeks pass, I am waiting at home for my delivery and they have taken the mattress to the wrong address... I was then told I would have to wait another week for the correct mattress to be delivered and the wrong one collected. Waited 1 week, new mattress arrives, but told they can't take the old one. I have now for the last 2 days been trying to organise collection of the old mattress which is sitting in my hallways (super king), I have spoken to managers who have said they will contact me back with a date and time...no one has contacted me. I have now been on the phone for 30 minutes, on hold, waiting for one of the managers to speak to me and sort it out. Worst customer service experience of my life by a long long way. I had £5k worth of furniture I was going to order over the next year, but I am 100% going somewhere else now. Avoid.”

Helpful Report

Posted 3 years ago

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