Marks And Spencer Reviews

Name: Marks And Spencer
Address: Waterside House, 35 North Wharf Rd, London
Rating: 2.78

2.8 Rating 2,306 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,306 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

“I ordered a Nantucket Corner Sofa from M&S in March 2021. After extensive delays, false promises and endless phone calls, it was finally delivered in Aug 2021. I ordered the Aqua Clean fabric with the promises that you can clean 'coffee-stained, sauce-splattered or accidentally coloured in by the kids' off with just water. I got some WATER. Yes just water from my water bottle on it. Sponged with a cloth and rubbed gently in circular motions (as directed by the instructions), and it has left a huge water mark which is impossible to remove. I also got a teeny bit of melted chocolate on the sofa. Again, I used a damp cloth (using just water), rubbed lightly in circular motions, and when the fabric fully dried, it has left a water mark which is FAR worse than the initial chocolate. I contacted M&S Furniture who passed it onto a third party 'home service technician' that they use and they came back with "This is customer accidental damage, customer has soaked the fabric to remove small marks, the soaking of the fabric has left a water mark, this is no fault of the fabric ". I'm absolutely appalled! The fabric is NOT as they described. It is NOT fit for purpose. I have followed all of their instructions for cleaning and I did NOT 'soak' the fabric. How dare they accuse a customer of lying so blatantly, and not take ANY responsibility and try to RESOLVE this. DO NOT BUY FURNITURE FROM M&S. The quality is not worth the money. And if you have any issues they WILL NOT provide any aftercare. I will be taking this to the Furniture Ombudsman, Trading Standards and the finance company who the sofa has been 'purchased' through. Shocking!! Zero starts if I could!!”

Helpful Report

Posted 3 years ago

“I ordered some flowers from M&S for my daughters birthday to be delivered to her work, I found out that I needed to move the date forward a day half an hour after I had put the order in so went straight back onto the website to move the delivery date forward but I was unable to move it. You can't amend the date after 15 minutes of your order. I have used many flower delivery companies before and there has never been a problem with moving the date forward or even cancelling the order but I was unable to do either with M & S. That is not good customer service. Assistant online was very polite and tried to help.”

Helpful Report

Posted 3 years ago

“Tried to speak to someone at 2 of your stores you get automated conversation which is no help at all then get a call centre in India I presume who couldn’t help either she said M&S aren’t taking calls at the moment extremely helpful M&S!!! You really need to sort yourselves out shocking customer service”

Helpful Report

Posted 3 years ago

“I bought M&S Steak Slices, awful! don't buy! Admittedly the pastry wasn't too bad but not great either. What meat there was, & there was very little, was tough & tasteless with an equally meagre amount of gravy. Altogether unappetizing.”

Helpful Report

Posted 3 years ago

“Tried to order 3 pairs of leather gloves online on my M & S account. When I tried to pay the website kept scrolling back up to delivery despite there being nothing wrong with the delivery details. Would not let me even enter the gift card number. Very bad website. Annoyed.”

Helpful Report

Posted 3 years ago

“This is the 5th order in 18 months where there has been serious issues. Today is the last time I will ever use them, it was my friends birthday so now I have no time in which to get a replacement. Beyond angry.”

Helpful Report

Posted 3 years ago

“Bought 2 yellow.stickered items and was not told by assistant that there was no refund or exchange. She was having difficulty with the whole transaction for some reason. M&S response " policy stated on receipt" . But the purchase had been made when you are given the receipt, so it's too late then. Really appalling customer service from M&S”

Helpful Report

Posted 3 years ago

“I have had food poisoning three times in the same store in five years every time it’s been with fresh soup I’m not happy the quality has gone down the fish in Edgeware Road it’s hardly ever checked many times I’ve bought fish and it’s been out of date but when you can’t find your glasses and look at the date you’re screwed, the customer service on the cash register has gone down big time”

Helpful Report

Posted 3 years ago

“I am 60 and have been buying from M&S all my life but after todays experience that's come to an end. I took a pair of trousers back with a receipt that were too big (the changing rooms were closed due to COVID). Turns out M&S now have a days since purchase policy. I was 6 days outside so a refund/credit note was refused. M&S refused to budge. So that's it. No more M&S flowers (on which l spend a small fortune), no more M&S food, no more M&S anything and I have just cancelled my M&S card. A masterclass is how to loose loyal customers.”

Helpful Report

Posted 3 years ago

“Absolute disgrace of a manager, member of staff berated my OAP mother back in November with a prolonged verbal attack for no apparent reason, other members of the public even had to stand in for her as she was in shock at the attack. The complaint was brushed off by the manager there and then, later offered a pathetic voucher that never arrived, head office was no better as after making a formal complaint in December they never contacted us again, now we are being told that they were informed the matter had been dealt with by the store and the complaint is closed. Absolutely furious at this”

Helpful Report

Posted 3 years ago

“Several bad experiences in the last year, from overcharging from advertised price, poor quality goods and their over reliance on self checkout even when you have a trolly of food. Won't be using again. One bad experience too many”

Helpful Report

Posted 3 years ago

“They cannot fulfill online orders. Then you have to chase them for months to get a refund. Customer service does not exist in their culture. Emails or calls dont get replied to.”

Helpful Report

Posted 3 years ago

“Pathetic delivery and customer service. Can't give less than 1 star. So giving 1”

Helpful Report

Posted 3 years ago

“Went to marks and Spencer’s Braehead. I had bought pyjamas for my 90 year old fathers Christmas on 10th December. Returned on 16th January with the pyjamas in all their original packages without them having even been tried on. Asked if I could exchange them for a lighter pyjama as they were too heavy material for my dad. Told I could not get an exchange as I was 6 days out of time. This was the managers decision. Absolutely terrible customer service and shall never buy anything from this store again. The Fort M&S exchanged them without question for me. Thanks to them”

Helpful Report

Posted 3 years ago

“I was unable to exchange an item as it was out of their date by 3 days. The item I was looking to exchange was still full price on their website , perfect condition and had the price tag attached. I was not looking for money back only to exchange. Didn’t make it to the shop due to illness but they don’t value customers so they couldn’t care less”

Helpful Report

Posted 3 years ago

“Bought a sports bra with straps that cross at the back. It’s impossible to get it on and add, and I actually got stuck with it on and struggling to get the straps over my head, then after I escaped I put it on over my head and nearly crippled myself trying to do up the straps at the back. But I can’t find a way to leave a product review on their site. It will have to be returned. Useless design!”

Helpful Report

Posted 3 years ago

“I have to say I have purchased goods online and also in the shops I have had three bouquets sent to me in the last eighteen months all which I had to bin within twenty four hours the quality was the worst I have ever had numerous calls and no answers I don’t want money back etc but the service was awful I will never ever shop here again warning don’t order flowers great disappointment sorry M and S”

Helpful Report

Posted 3 years ago

“The Plant Kitchen range is a great idea but why put fake meat in and on most of the products. I am vegetarian and dont like the taste and texture of meat so wont eat fake chicken, sausage, beef, pepperoni, bacon etc so about 75% of this range is of no interest to me and many other people. The Pizza would be fine with say mushrooms and not pretend pepperoni. Fake meat is not the answer to a vegan or vegetarian range.”

Helpful Report

Posted 3 years ago

“Sadly not all my Christmas order was available when I arrived to collect it from in store and no one really cared.The young girl in store had to improvise from the stock instore but wasn't the same item This year I felt the food was very sloppy and the roast potatoes were were grey and looked like they had been in packaging for a few weeks All but one sell by dates were all due by 26th Dec and thankfully i did not buy a turkey as I was disappointed last year. M and s you are advertising exceptional food but I it is not even average I for one will not be ordering Christmas food next year. Nothing in my order was outstanding.”

Helpful Report

Posted 3 years ago

“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

Marks And Spencer is rated 2.8 based on 2,306 reviews