Marks And Spencer Reviews

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

2.8 Rating 2,276 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,276 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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

“I've long been a huge admirer of their products specially their shoes. Since it was too expensive and a little out of my financial range, I was unable to buy it, but fortunately I had this coupon from dig my cart to jump on the bandwagon. recommended 11/10”

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

“I came into the store at Meadowhall and I was looking at underwear. A member of staff Laurie was her name came over and assisted me. She was very helpful and very pleasant Thankyou.”

Helpful Report

Posted 2 years ago

“Had a bra fitting at ricoh M&S after I had a mastectomy after having cancer and I never thought I would get a bra to fit and feel comfortable or look nice again Si felt so low but after the lady called Lisa sorted me out I was in tears, happy tears she was amazing so understanding and found the right bra for me I couldn’t stop looking at myself which I never done before I couldn’t thank her enough she had to order the bras for me and she made sure they fitted right when they arrived I couldn’t fault her or thank her enough for her help. I’m so happy I had the courage to go and have a fitting and get such a nice lady to help me Thank you Lisa at ricoh coventry.”

Helpful Report

Posted 2 years ago

“When in to the coffee shop today with my daughter, it was a special treat as it’s her 17th birthday and they was so lovely they gave her a free drink customer service was amazing as always, and made my daughter feel very special so that’s five stars, was served by Pauline Tammy and beth”

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

“I had a great experience today in your Beauty department with a lady called Maureen I had take my sisters Granddaughter in to find the perfect colour foundation for her skin this was her first visit to Marks & Spencer and Maureen was so attentive , understanding, to a young girl it was the best experience so a big thank you .”

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

“Customer service in Cramlington store was exceptional. Barbara who was so friendly and happy made us laugh and had excellent knowledge of food products . We love visiting this store.”

Helpful Report

Posted 2 years ago

“I had a gift of flowers delivered and a food hamper both times they were left on the doorstep , as we were at home it would have been helpful if the courier had rung the door bell , it was only by chance i found them , and not satisfactory in this heatwave . As a loyal M&S customer i was very disappointed with the service and will not order these type of gifts for anyone else . My daughter also had a birthday gift delivered and there was no indication who it was from , although I know the sender ask for a gift card to be included . I think the online ordering service needs looking at .”

Helpful Report

Posted 2 years ago

“How do Marks and Spencers let Managers Destroy the amazing good Reputation they spent many years building these Managers are rude arrogant and to lie about a customer just to get He or she out of there food hall i will never shop in torquay again absolutely Disgusting i can't imagine how that customer felt to be treated and spoken to like that very sad”

Helpful Report

Posted 2 years ago

“Sorry but just saw the m&s ad for the sourdough bread. It prob tastes great but who can afford 4 quid for a loaf of bread these days. Offensive!!”

Helpful Report

Posted 2 years ago

“We shop every week in the food hall…excellent choice. On most occasions we go for something to eat in the cafe upstairs in Cheshire Oaks. Every member of staff is lovely but especially so Diane (S)… she is just so personable, very friendly and extremely efficient. Today (15/8/22) there was another member of staff, Jacob, who was extremely personable. They are both good representatives for M&S!”

Helpful Report

Posted 2 years ago

“I have never posted a bad review before. When I ordered 2 sofas from M&S I never once thought there we be a problem, to me, this store stood for quality and excellent customer service. How wrong could I be? The whole experience has been a total farce. It is so difficult to get any information. The customer service team never contact you when they say they will. Their delivery contractors, Wincanton are useless to say the least. 6 months on, I still don’t have a sofa. Marks and Spencer are happy to take your money, but when things go wrong, they have proven that they really do not give a damn about their customers. NEVER AGAIN M&S”

Helpful Report

Posted 2 years ago

“I am aware of this situation ie skinny smug Andy what they did to this lovely customer who spent good money in our store it was very upsetting and embarrassing what this pair and others did.but have to say all managers here can do what they want and this review proves M+S don’t care HR should have looked in to this one”

Helpful Report

Posted 2 years ago

“SKINNY SMUG MANAGER it was in 2020 i walked in to M+S were i have shopped for many years and saw this very SKINNY manager who i have seen many times before went to say good morning to ANDY and he DELIBERATELY turned his back on me and walked off my first thoughts were how RUDE i then spoke to a someone called Jane and asked who ANDY was she said he has move from there Exeter store and is the new commercial manager i said what he did and she said report him to customer services and gave me the number she was so kind and helpful to me when i got home i rang customer service and told them what happened they said it would be report back to the general manager of that store and they would not tolerate that kind of behaviour a week later i went back in the store and saw SKINNY ANDY he said [ HI MATE ] i here you put in a complaint about me i said yes i did he said when was that i said about a week ago his reply to me was i hate to say this to you but M+S look after there MANAGERS and they will JUST PAY LIP SERVICE with you but HEY i do from the bottom of my hart feel so sorry for you the customer but hey you have a nice day i was fuming went outside and rang customer service back and to my luck spoke with the same man as before he said stay on the phone please how dare he speak to you like that i walked back to my car and customer service said if you go back in the store he will apologise to you i said no i am to upset for that he said this will be be report to the EXECUTIVE TEAM and they will deal with this and said how sorry he was for what happened the next time i went in store i was approached by the general manager Claire who said can i speak with you outside my god if only i recored what she said to me she took me down the side of the building and said flicking her fingers in the air as she spoke this was her words to me i take it very seriously when customers make complaints against my MANAGERS my role here is to protect the good name of the store and my staff i went to say were does the CUSTOMER fit in and she turned her back to me and said i am not interested to here what you have to say and said SKINNY ANDY has denied having the conversation with me i said all calls are recorded at customer services she then walked away from me saying she would warn her staff to avoid me but did say she did i believe what you say how confused was i. then in 2021 i was told not to shop in there store as rewarding staff for good customer service was against M+S policies i said why did staff take it if they new they would be in trouble for taking it i was told by the staff CLAIRE made it clear she would stop me shopping there anyone reading this will agree how did they keep there jobs the EXECUTIVE TEAM said they can not go against the managers decision my advice avoid SKINNY SMUG ANDY at all cost 0r keep out of TORQUAY but to be fair most of the staff there are VERY NICE every word of this is TRUE but would like to say most of the staff will SMILE AT CLAIRE flicking he fingers in the air as she talks she must be FAMOUS for this”

Helpful Report

Posted 2 years ago

“Just wanted to praise the Bakery at Amersham Food hall for the fantastic service ad lovely warm fresh cooked bread and pastries The Lady Called Kath does an amazing job getting up at all hours to have fresh bread cooked as soon as the store opens at 8 am always very cheerful even in the extreme heat we are having at the moment have recommended to friends & family especially for the Pastries.”

Helpful Report

Posted 2 years ago

Marks And Spencer is rated 2.8 based on 2,276 reviews