Marks And Spencer Reviews

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

2.8 Rating 2,282 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,282 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

“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

Helpful Report

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

“I bought puff pastry minced beef slice pack of 2. They were disgusting pastry awful no meat & tasted nasty.”

Helpful Report

Posted 3 years ago

“Ordered gin tasting set as a birthday surprise for my friend. She was sent Whisky instead. So disappointed wont use this service again and will advise others not to do so.”

Helpful Report

Posted 3 years ago

“3 delivery dates still no sofa have now cancelled order ordered in June disgruntled customer”

Helpful Report

Posted 3 years ago

“This cardigan is enormous! Sleeves far too long and very, very long. Down to my knees. Returning right away.”

Helpful Report

Posted 3 years ago

“Had a breast cancer scare/ invasive procedures. Went to return an unworn bra. M&S staff loudly passed insulting comments re by body in front of lots of customers/ staff (including male staff who were laughing). Cruel and unprovoked :( Very hypocritical retailer in terms of pretending to support breast cancer etc but encouraging staff to be very cruel and insulting to female customers.”

Helpful Report

Posted 3 years ago

“Bought what I thought was a fresh loaf. Had an expiry date of 3 days away. It was so stale it should have read 3 days out of date. It was disgraceful. This is the second time. Won’t be buying bread again.”

Helpful Report

Posted 3 years ago

“I was just in M&S didsbury branch and observed one of the shop assistants working at the automated tills say to an elderly customer, who was clearly struggling, "I'm busy". This was after he had asked her for help already and she walked off not communicating clearly what she was doing. I'm really disappointed as usually m&s staff can be considerate and helpful towards their customers.”

Helpful Report

Posted 3 years ago

“Worse delivery service. First order not sent then second order received an empty paper bag No reply at customer service”

Helpful Report

Posted 3 years ago

“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 3 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 3 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 3 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 3 years ago

Marks And Spencer is rated 2.8 based on 2,282 reviews