Marks And Spencer Reviews

Name: Marks And Spencer
Address: Waterside House, 35 North Wharf Rd, London
Rating: 2.79

2.8 Rating 2,298 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,298 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

“Customer service is absolutely dreadful. A clothes order that I had made for home delivery did not arrive. It was saying the item had been delivered the day before, but unfortunately not to me. It took me many attempts before I spoke to online customer service, firstly I gave up because it was obviously robotic then transferred to a name of someone who just disappeared! EVENTUALLY I found the number to call. Obviously a call centre not in UK. Seemingly my order had been delivered to an address with a white door and a carpet, a man answered. I am a woman, grey door! I'm asked what door number can you see? No answer! Item resent but still not arrived! Ridiculous. Sort your customer service out M&S. Amazon is superior. M”

Helpful Report

Posted 3 years ago

“Shopped at marks Spencers for many years then to my horror two very tiny members of staff accused me of something I had nothing whatsoever to do with I was very shocked and upset that someone at supervisor level would lie. all I can say is certain staff at Sainsburys have been so helpful and very nice to me when I shop there my solicitor advise me what I should do. but have say there are some lovely staff that work in marks Spencers and some of the food is excellent they tell me there’s a section manager one for crisp/milk/eggs/toilet rolls/and even slippers”

Helpful Report

Posted 3 years ago

“Very bad experience. Will never make any purchase online with M&S. They have cancelled my order without taking my consent and without informing me. I get to know this only once i make a follow up call enquiring on the delay for my purchase. Horrible!!!!”

Helpful Report

Posted 3 years ago

“Brought the peppered mackerel fish, this fish has been dead for so long that when reheated the fish the whole house will small, omg! really! M&S you suck when it comes to quality....”

Helpful Report

Posted 3 years ago

“I returned a watch that had let in water. The girl on the cash desk (when I explained what was wrong) stared at me as though I was from some other worldly planet. She never spoke once, never said for example 'oh sorry about that.....' NOTHING. She then turned to her colleague who must have told her to refund me and then said to me 'card'. I then said 'ah so you're going refund me?' Still nothing. She handed me the receipt back and still said zero. What a fabulous customer experience that was. It gets better. I went then to the food hall and went to the self serve cash desks. The machine did not have my item in 'look up'. Called the customer service button. I explain my issue. Assistant grabs the apple bangs it down on the table and enters it down as another item (which was much more expensive). When I objected she said I'm taking it off your shopping'. By the time several tills (inc mine) had crashed. It was chaotic. She marched off to another till with my shopping not speaking to me. At this point I'd had enough of M&S sh*t customer service and left the store. Seriously, M&S you have lost your way.”

Helpful Report

Posted 3 years ago

“Absolutely appallingly service from Leeds White Rose Went to try on bras and took a fair few with me. No one at the entrance of the changing rooms. Met the absolutely RUDEST assistant ever oh go in there number 3. Went in and despite her just coming out there was a dirty filthy facemask hung up. Carried on anyway decided on a pack of 3. Hung rest on the railing right outside the changing room i was in. Surprised to see RUDE assistant outside. Advised id left rest on railing i wanted these. Went to till to pay. 5 minutes later she DEMANDS i go to the changing rooms RIGHT NOW yes she was that aggressive. I advised I'm in a queue and didn't want to loose my place. She raised her voice and I was told IF it was proved I hadn't stolen them i would be allowed to go back into the queue Oh whoopy do for me. Had no choice DESPITE them not actually allowed by LAW to take this action YES M&S you are not above the law! So I follow the rude woman and she barges open the door and states yes well where are they then WELL. Right there on the rack not 10 cm from where you are stood on the railing like i told you. NO apology nothing. I was frogmarched back to the tills to pay for the bra id decided to pay for. To this day I can't tell you why I didn't just shove them in her face. Oh and to add insult the dirty facemask was still there. Now I did the right thing, i didn't loose my temper though i could be forgiven if i had done. I finished the purchase and walked out of that store belittled, accused of theft in front of other shoppers without so much as an apology. I was beyond upset Now I'm just plain angry Despite raising a complaint, escalating several times and numerous weeks M&S haven't so much as got in touch SHAME on you You should be appalled by your lack of basic customer service and lack of cleanliness. Clearly this is exactly how you run your stores now You'll appreciate i wont be setting foot in there again”

Helpful Report

Posted 3 years ago

“Two of the outfits were returned but only one product the refund was initiated there is no refund on the other product returned . And the calls don't get connected if connected the customer care says we will call back and they don't. Can someone pls address this issue .”

Helpful Report

Posted 3 years ago

“I am usually very happy with online orders from M & S but the last two orders I have received have been such a nuisance. I ordered a dinner set firstly and a dinner plate was broken. I returned to my local store which is 13 miles away. I have just ordered 2 packs of tea spoons and unbelievably one box was completely empty. I cannot see how when being packed it should have been obvious the weight difference in the two packed boxes. Yet another 13 miles to return back to a store. I also have just had to return another box of plates that I purchased from my local store as one was missing. I am not having much luck and do not normally leave reviews but 3 times having to make a special journey to return faulty goods in the last couple of weeks seems a bit of a nightmare.”

Helpful Report

Posted 3 years ago

“Abysmal bouquet of red roses delivered today. Very disappointed”

Marks And Spencer 1 star review on 14th February 2022

Helpful Report

Posted 3 years ago

“What has happened to your lemon drizzle cake? The icing is disgusting and the cake soggy and tasteless. Loved this cake but will not buy again as quality disgusting.”

Helpful Report

Posted 3 years ago

“Why have you changed your lemon drizzle cake? I bought one yesterday,and have just eaten a slice. The icing is different,as it’s now hard and crusty,and there’s not as much lemon in the cake,making it much less moist. It’s not very good. I loved the cake before,made to the old recipe,but I didn’t like this new cake,so I won’t be buying it again.”

Helpful Report

Posted 3 years ago

“If your thinking of ordering flowers from Marks and Spencers. Don't waste your time or money! Twice I have ordered from them and both times they have arrived dead. The second occasion they forgot to put the chocolates with the order too. Will never order flowers from them again. Very disappointing”

Helpful Report

Posted 3 years ago

“I buy my food from Ocado and most of it is your label but had ABacon from you and it was not cheaper cuts but the best .I ~opened a pack of Bacon and the slices were do thin Ithought and when AI had cooked it it was as hard and brittle and like no bacon that I had ever seen. It had stuck to my pan and it was not edible at all so please please can we buy some thicker slices and not this awful stuff you call back Bacon in future”

Helpful Report

Posted 3 years ago

“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

Marks And Spencer is rated 2.8 based on 2,298 reviews