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

“Christmas Eve at 4.30pm Marks and Spenser’s Braehead Glasgow. I was doing my food shopping using my own bags because of Covid 19 pandemic. I got some of my shopping and paid it and dropped it off at my car because it was heavy, and I cannot carry it around as I have a shoulder and neck injury. I then returned to the Marks and Spenser shop to continue my shopping and carried an empty bag. When I heard a female customer mumbling and pointing. I was then aware she was pointing at me saying something to the male member of Marks and Spenser’s staff complaining that I had taken food and not paid for it! I then realised they were both talking about me. She was accusing me of stealing food and returning to the store for more shopping. M&S staff member was standing with the women when I asked them ‘what’s going on’ She said I saw you put stuff in the bag then take it to your car. I replied, yes, I did. So, what is the problem with that? She said you went to the car and came back with an empty bag! I said yes, I put my shopping in the bag then paid for it then dropped off at my car. Then the M&S male staff member asked me for a receipt? I don’t have it. It is in the car. I showed the staff member the lady who served me and she agreed that she served by nodding her head. Then the male staff member asked to see my receipt but told him I do not have it; I was looking in my purse and bag realised, I left the receipt in my shopping bag in the back of my car. I asked him to check my sparks card as it would provide him prove of purchase, but he said he couldn’t do that as he needed the receipt. I asked him to come to the car with me to check, but he replied no, that he will not do that. I felt shocked and mortified, people were watching me staring at me listening to the conversation. I was completely utterly embarrassed and humiliated. Made to feel a criminal and judged by all the staff members. Then I asked if I could talk to the manager, and a manager was standing behind the male staff member, overheard some of the conversation and then stepped in because I asked to see a manager. Then I started to explain the full situation again to this manager, and he was asking for me to provide the proof of my purchases. Saying that this is the procedure we must follow when a customer complains. I said to him I am also complaining now, so you are taking her word over mine. I do not have the receipt; it is the car. Then he agreed to come to the car with me. We walked up to the car and I asked him to check my bags, but he refused to check the bags but wanted the receipt. I found my receipt and took it into my hand. Before showing him the receipt, I asked him what would happen if I had refused the receipt at the counter, when the lady who served asked me ‘would you like your receipt’ ? As most customers including myself often say no to the receipt now. So, I asked him what if a customer might not have a receipt of purchase? He said they would ask the customer for the sparks card to prove their purchase’s. I said to him, I already asked the male staff member to check my purchase on the sparks card which he said he cannot do? This made me furious as the first staff member could have prevented all this situation by checking my M&S sparks Card where he would have found me to be innocent of such an accusation that was made by another customer. Shocking treatment from three members of Marks and Spenser’s in Braehead in Glasgow. I also asked why you not checked your cameras. You all accused me of taking food and you took another customers word over mine without checking the cameras. This is the procedure we must follow without checking the cameras. He looked at my receipt. And I asked for an apology, then he apologised. I asked ‘what you would do if you were in my shoes ?’. He agreed it would be embarrassing. 5.15pm Christmas Eve I left Marks and Spenser’s completely deflated and in shock from the way every person in Marks and Spenser’s treated me. It ruined my whole weekend and Christmas. You made me feel humiliated and embarrassed It was the worst customer experienced I have ever had in my entire life and Marks and Spenser’s in Braehead, Glasgow is to blame for that.”

Helpful Report

Posted 3 years ago

“I have been waiting 6 weeks for a gift card refund value £29.50, I have rung customer services 3 times and firstly they say it's on it's way and then they say there is a technical error and it will take 10 days but I am still waiting. The jumper they sent me was a totally different colour to what I ordered that's why it was returned.”

Helpful Report

Posted 3 years ago

“Ordered the Oakham Turkey crown as I do every year but unfortunately it tasted revolting. Followed all cooking instructions. The smell was terrible, very strong of taste of garlic. It was really salty. The joint was also slimy. From the little bit we ate we had an awful after taste too. Thankfully we didn’t have any guests as it would have been a disaster. It cost £32 and unfortunately it all went in the bin. Sadly I won’t be buying a Turkey from M&S again.”

Helpful Report

Posted 3 years ago

“We ordered a Pembrokeshire organic free range turkey. Tasteless and spongey in texture. It completely spoiled Christmas dinner and we threw it all away. It cost £70 and was a total waste of money. On speaking to their customer services today, I was offered a £10 goodwill gesture. That was an insult. Marks and Spencers have seriously gone downhill. Will not be shopping there if I can possibly avoid it now.”

Helpful Report

Posted 3 years ago

“Bought several items for Christmas mostly very good but the bouillabaisse was a total waste of money. The croutons had been placed on top of the product therefore had soaked up all of the juice. There were soggy croutons & no juice. I am sure that I am not the only person to have experienced this. Very disappointed customer.”

Helpful Report

Posted 3 years ago

“Pathetic lobster!...My sister treats us to lobster for Christmas Eve and this year it was pitiful with more lemon mousse than lobster, I've had more meat from a prawn. She went in to complain and was completely dismissed. This is serious money for my sister and she didn't deserve to be treated in this way. If someone has a complaint they should be listened to. We have ordered our turkey crown from M&S and all the trimmings for years but our loyalty will now cease.”

Helpful Report

Posted 3 years ago

“Poor customer service from llandudno M & S store tryed to return items purchased at cheshire oaks which we did 10 days ago! We were told it was a different company so how did they manage to refund us then ?? They need to instruct all members of staff as it does depend on who serves you some staff will refund you others won t maybe a sign up in store would be helpful?”

Helpful Report

Posted 3 years ago

“Picked up order number401-0034985-8836678, comprising Classic Veg selection,British Free Range stuffed turkey, British luxury garnish selection, Atlantic-prawn cocktail. Very very disappointed with the whole order, the prawn cocktails were insipid. The veg were bland and tasteless the roast potatoes were soggy and the turkey was also bland and tasteless. This was supposed to be a special Xmas treat for the family but fell well short of achieving anything close to that. We will certainly not be repeating the experience”

Helpful Report

Posted 3 years ago

“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.”

Helpful Report

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.”

Helpful Report

Posted 3 years ago

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