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

“We bought a medium abbey sofa from this store last August for £800. We invested in this store and trusted M&S home but the entirety of the experience has been a regretful mess and an immanent display of incompetence. We complained about an incessant and awful clicking sound in the sofa on both sides earlier this year and not only did it take until March when we were well into the midst of a pandemic for any kind of action but we were further cheated by M&S and ignored. I allowed a technician from the independent FIRA company into my home despite the coronavirus scare because I just wanted the problem sorted; he agreed that the springs were perhaps dodgy and that there was indeed a repetitive and prominent sound being made by the sofa. He also said that he could fix the problem then and there but I didn’t want a quick fix, I wanted M&S to acknowledge the fault, to apologise and to do something professional and appropriate about it THEMSELVES. However, M&S never got in touch with us and hid behind the pandemic to excuse their absence of communication. It was only upon directly contacting them to follow up the report that I was informed M&S were no longer using FIRA and that they didn’t have the technician’s report. This infuriated me but nevertheless, I went ahead and scheduled another visit from yet another independent company, castellion. As expected from a company as unprofessional as M&S, the same exact thing happened. The technician arrived a whole month later and this time, took apart the whole sofa( of which I have photo evidence) and said that he would repair the sofa. Again, I declined because I wanted this to be directed and initiated by M&S and I didn’t want this to be their way of excusing themselves from any liability. M&S once again felt no need to contact me regarding their findings from the review, it was I who had to ask them and follow it up. They they dismissively said that nothing is wrong with the sofa and they can’t do anything. Now I’m left, angered and feeling undermined and unheard by a good for nothing company that likes to hide behind its mere name. Not only have I got the £800 medium sofa but I also purchased a £1000 large sofa of the same making 4 months later in December of last year which is now also starting to display the same fault. Both have become faulty in less than a year but instead of doing anything, M&S have chosen to deny the existence of any fault to begin with. I for sure won’t be shopping here again and I wouldn’t recommend the place to a single soul.”

Marks And Spencer 1 star review on 9th September 2020

Helpful Report

Posted 6 years ago

“Absolute debacle! I ordered 2 cement planters with a wooden stand and only got 1! When I phoned M&S customer services they didnt have a clue what was going on and gave me wrong information pertaining to the delivery that was in total conflict from the email I received. Thay tried to fob me off by telling me that managers were not available to take my call. Currently chasing this matter up as I write this review! Not happy especially as this is the 2nd incident within 3 weeks.”

Helpful Report

Posted 6 years ago

“Paid for a table and 4 chairs in June. On the day of delivery received a phone call to say there was a problem with the table and it would not be delivered. Have been ringing for weeks to find out when it will be delivered. No one ever calls you back. Sat in the store for over 2 hours to try to get some assistance but at the end of it they just said we would be called back. Still no one can give us a delivery date. We finally were given a delivery date for August of between 7 and 9 am but having got up early, it didnt arrive and they didnt even have the courtesy to call. Now in September and are still waiting for a delivery date while the website is still quoting a one week lead time! Have been without a table for weeks now. The problem obviously comes from the top as having written to the CEO we have still not received any response at all! As a long standing customer I think the customer "service" is absolutely appalling and I would advise anyone thinking of buyjng furniture from Marks to think again.”

Helpful Report

Posted 6 years ago

“Visited M&S cafe at kings ditch cheltenham. Entrance blocked by assistant wearing hair in bun. She was filling drinks cabinet & made no attempt to move her trolley to allow access. When we asked if Cafe was open she gave a. Surly "yes" & finally moved trolley. There was only one person in queue but it took about 10 minutes before we were served. The tables were littered & were not being cleared. Being pensioners & vulnerable to Covid19 we wanted one on the outer edge to feel safe. After idly chatting for some time the lady with hair in bun sauntered over & started clearing tables for 4 in middle of cafe. I politely asked if she could do the table for 2 I was standing by on the edge. She rudely said "no there are plenty of other tables". I waited patiently. After clearing the middle she then purposely proceeded to the other end of the cafe to us & started cleaning there. As our hot food was going to go cold we were forced to go & sit at a table near the exit which meant everybody came past us on exit. The very thing we tried to avoid in order to stay safe from Covid19. Having been a loyal customer at M&S for many years we will never visit again. We know M&S are not doing well so can you explain why with so many good unemployed people M&S wish to risk their business still further by having staff who are doing just that.”

Helpful Report

Posted 6 years ago

“Visited M&S cafe at Ocean Terminal, Edinburgh this afternoon for 2 of the advertised afternoon teas. Was told by the staff member that they didn’t have any so queried this as there appeared to be plenty of scones and jam on display and a big sign advertising them. Was about to leave when she said there was no cream left but we could have butter instead. Decided to go for that as it was still good value with the Eat out to help out scheme. Wished I hadn’t as she charged everything individually so it cost more than the advertised cream tea and then pushed the items in front of me- obviously in a bad mood. When I noticed one if the knives was dirty I sat it down on the counter nearby as didn’t want to make her mood any worse by asking for another one. The coffee cup I was given was dirty and again I was reluctant to complain due to her negative attitude. Was unable to wipe it clean so drank the coffee from the other side of the cup, which on reflection I really wished I hadn’t done. What dreadful service in comparison to a previous visit to M&S cafe at The Gayle, Edinburgh. Will never ever visit this cafe again!”

Helpful Report

Posted 6 years ago

“Ridiculous and Laughable So we visit the M&S superstore Cheshire Oaks today, with sanitiser and face masks, which to be fair were being worn by 99% of customers who were also endeavouring to follow the social distancing rules. However were any of the M&S staff or managers following any rules or wearing any PPE, NO! Particularly ridiculous were the staff serving you food to your table in the cafe and those managing the check outs and self-service where they were literally in your face with no PPE at all. Clearly M&S have a magic formula that makes them all immune. I understand that PPE is uncomfortable but even Face shields were not being worn. We are either taking this seriously or not and M&S clearly aren’t and does it encourage return visits to the store – NO!”

Helpful Report

Posted 6 years ago

“I returned a parcel through the post office and never received a refund. M & S kept telling me to wait 35 working days, then asked me for return reference, still nothing back. Eventually the stopped even replying to my emails. They kept sending out a standard reply to wait 35 working days.. I have been waiting 3 months! now they don't even answer. I will never order from them again.”

Helpful Report

Posted 6 years ago

“I tried to return a parcel at the post office and they would not take it, apparently you have to take it to a collection plus depo , I don’t have one near me so I had to pay for it to be returned, I told M&S they told me to take it up with the post office , they was not sympathetic so be awsy”

Helpful Report

Posted 6 years ago

“I don't like your new veggi range. I now go to Waitrose. Never thought I would stop shopping at M&S”

Helpful Report

Posted 6 years ago

“Shame on you M&S Executive Customer Service Team! I rang to complain about an incident of a trolley that bumped into me at the More London Bridge branch. Let me be clear, it wasn't the injury I called to complain about but the way the Store Manager and the employee handled it and their unprofessional behaviour towards me. The woman at the cash desk said, "What do want me to do, I've said sorry, do you want me to massage your leg". I was so upset at this remark, I was shaking. All I wanted was to bring the accident to their attention and leave my details, as is done anywhere in the world. To make matters worse, the female employee repeated the remark. I asked for the Manager, she told me 3x he wasn’t available, so I waited. He came (not wearing a mask) and was not interested in taking my details but said he would speak to the employee about her remark. He was brushing me off. I insisted he give me his details but he didn’t have a pen, so I gave him mine and even a post-it to write on. He squiggled his first name, nothing else. I asked for the phone number of the store management. I just couldn’t believe a Manager would behave like that and the next day I phoned M&S head office to report this shameful behaviour. Let's face it, it's quite hard to believe that an employee would actually make such a stupid remark to a customer and a Manager won’t take your details or provide his. I was told they would investigate the incident. I knew the staff would deny it due to their cowardly behaviour, I sent Customer Service photos of my injury. I sent them 3x requesting confirmation of receipt which they only did in their letter with the results of their investigation. All in all, I spent a lot of time contacting them via phone + email. They will have recordings of this yet claim it is not the case. I had a feeling they weren't listening and were only interested in guarding themselves against a compensation claim. Days later I received a shocking letter containing a total of 10 LIES stating that I was responsible for the injury, the female employee denied making the offensive remark, the manager claimed he had asked me if I needed the first aid box, had offered his details and tried to take mine. A pack of lies!! In essence, I am the liar and made it all up and it's my word against the word of 2 dishonest employees. It is surreal and distressing. Why on earth would I make up such a story? All I can think of, is that they feared a big fat lawsuit was coming and decided to not take ownership and cover up their failure to train staff properly. I have no words to express how disgusted I am with this appalling modus operandi of M&S Executive Customer Service. M&S used to be my favourite shop, for food, clothes, underwear, cosmetics and I was a loyal customer of this British Institution. I shall not shop with them again and now I really am considering legal action. Meanwhile, I am making sure that as many people as possible hear about this. Shame on you M&S !”

Helpful Report

Posted 6 years ago

“Shame on you M&S Executive Customer Service Team! I rang to complain about an incident of a trolley that bumped into me at the More London Bridge branch. Let me be clear, it wasn't the injury I called to complain about but the way the Store Manager and the employee handled it and their unprofessional behaviour towards me. The woman at the cash desk said, "What do want me to do, I've said sorry, do you want me to massage your leg". I was so upset at this remark, I was shaking. All I wanted was to bring the accident to their attention and leave my details, as is done anywhere in the world. To make matters worse, the female employee repeated the remark. I asked for the Manager, she told me 3x he wasn’t available, so I waited. He came (not wearing a mask) and was not interested in taking my details but said he would speak to the employee about her remark. He was brushing me off. I insisted he give me his details but he didn’t have a pen, so I gave him mine and even a post-it to write on. He squiggled his first name, nothing else. I asked for the phone number of the store management. I just couldn’t believe a Manager would behave like that and the next day I phoned M&S head office to report this shameful behaviour. Let's face it, it's quite hard to believe that an employee would actually make such a stupid remark to a customer and a Manager won’t take your details or provide his. I was told they would investigate the incident. I knew the staff would deny it due to their cowardly behaviour, I sent Customer Service photos of my injury. I sent them 3x requesting confirmation of receipt which they only did in their letter with the results of their investigation. All in all, I spent a lot of time contacting them via phone + email. They will have recordings of this yet claim it is not the case. I had a feeling they weren't listening and were only interested in guarding themselves against a compensation claim. Days later I received a shocking letter containing a total of 10 LIES stating that I was responsible for the injury, the female employee denied making the offensive remark, the manager claimed he had asked me if I needed the first aid box, had offered his details and tried to take mine. A pack of lies!! In essence, I am the liar and made it all up and it's my word against the word of 2 dishonest employees. It is surreal and distressing. Why on earth would I make up such a story? All I can think of, is that they feared a big fat lawsuit was coming and decided to not take ownership and cover up their failure to train staff properly. I have no words to express how disgusted I am with this appalling modus operandi of M&S Executive Customer Service. M&S used to be my favourite shop, for food, clothes, underwear, cosmetics and I was a loyal customer of this British Institution. I shall not shop with them again and now I really am considering legal action. Meanwhile, I am making sure that as many people as possible hear about this. Shame on you M&S !”

Helpful Report

Posted 6 years ago

“Absolutely disgusting service at rush den lakes on 24 July 2020 no floor staff available when asked for assistance staff were obstructive to say the least certainly not the great British institution it used to be I wonder how long they will remain in business”

Helpful Report

Posted 6 years ago

“Cropped leggings £7.50 poor quality, very baggy and saggy. Loose at hem. Bought black and navy and stupidly took tags off both straight away. Wore black, gone in bin along with unworn navy. Very disappointed. Would normally put in charity shop but not good enough”

Helpful Report

Posted 6 years ago

“The order was not delivered. Only 1 part of it arrived. Whenever I order wine it goes missing.”

Helpful Report

Posted 6 years ago

“Institutional Racism in M&S! M&S advertises itself as a tolerant equal opportunities' provider. This is factually incorrect and a completely false statement. People from ethnic minorities are treated differently to their white counterparts when it comes to pay, promotions, fair treatment, working time regulations, basic human dignity and recruitment. For example, in Peterborough store where the ethnic minorities accounts for nearly 30% population. However, I have witnessed how people from ethnic minorities were not given equal opportunities. In store out of the 120 colleagues, people belong to ethnic minorities is under 5 people. I have seen this across many stores of M&S. Similarly, in senior Management in stores you would never ever find ethnic minority colleagues. I have worked 15 years for M&S and have never seen a Graduate belong to ethnic minorities, when 2018/2019 statistics show the First-Class graduates among both white and ethnic minorities are 30% and 24% respectively.”

Helpful Report

Posted 6 years ago

“I have been a customer of yours all through the coronavirus months shopping at your birmingham sheldon store spending over £100 per week my wife and I are NHS and front line workers we have never used our titles until today thinking that we may get a discount on our groceries? How wrong I was told you dont give discounts to the NHS workers ? How disappointed I was that you do not show you appreciation for our fantastic NHS workers. To be honest it's not about the discount it's about the value and regard that you see us . Most of the low budget supermarkets do the discount but you do not see the need to do this . I am not going to say much more except Mark's and Spencer who I allways valued as a pillar of British Greatness leaves me disappointed and a little angry ? Good on the Tesco, Morrissons, and all the supermarkets who do genuinely value our fantastic NHS. So it goes without saying we will not be going back to any of your stores in the near future. Hope to get a reply but somehow i dont think i will. Mr and mrs Saunders .”

Helpful Report

Posted 6 years ago

“Bought a box of vanilla and chocolate ice cones for a treat, very disappointing the cones are suppose to be crispy, like eating wet cardboard, we have trying several food at our local Sheldon branch, would not be recommending these ice creams.”

Helpful Report

Posted 6 years ago

“The meal deal steak was like rubber. Worst I’ve ever tasted. Paying for the name only. Stick to Aldi/Liddel, better price, better quality.”

Helpful Report

Posted 6 years ago

“I bought an Oakham Chicken at the Southgate branch of M&S on 9/7/20. I prefer the corn fed chickens but the only one left on the shelf was best before 11/7/20 and although I was planning to cook it on the 11th, I prefer to have a day or two in hand in case anything comes up and I don't get a chance to cook it. I have bought Oakham chickens before and I know that they are much fattier than the corn fed and the meat is tender to the point of being flabby. I have an ordinary mid-range, Bosch fan oven. I put the Oakham chicken in to roast and within about 45 minutes the kitchen and whole house were filled with a fine film of smoke. There was an obvious smell of burning fat. I'd put the chicken in a deep roasting pan and it was just as well as fat poured out of the thing. I've never seen anything like it. This was a medium sized chicken bought to provide two meals for two people but the fat came halfway up the pan and once I'd got the chicken out of the pan, the fatty mess it left behind wasn't OK for making gravy and I poured it down the sink. This morning the inside of the oven is covered with a film of fat and the house still has a lingering unpleasant smell. This is my fault to some extent because I didn't look at the price. What can you expect for £3.50? On the other hand it's clear that the quality of these chickens is falling fast. What can they be fed on to produce such fatty meat and how 'healthy' can meat like this be? If this is the standard of chicken used in other M&S dishes then I'm totally out of love with M&S foods.”

Helpful Report

Posted 6 years ago

“I placed an order for summer treats box on 18th june. Delivery was to be Friday 10th july for a birthday gift. I gave the correct address and postcode. Unfortunately at 9am yesterday I received an email to say recipient refused to accept delivery. This is not the case after a few hours contacted M&S a nightmare to get hold of!Lady kindly offered me a refund but that's not what I wanted I wanted a home delivery. As now after being organised I had to go and find a gift today which is late as birthday yesterday!Perfect!👏”

Helpful Report

Posted 6 years ago

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Telephone, Email, Live Chat

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