Marks And Spencer Reviews

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

2.8 Rating 2,318 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,318 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

“taking exceptionally long, over 10 days to deliver my product, and no matter how many emails, no one is getting back to be to look into where my order is. the tracking details have not been updated for 10 days. I can't get hold of anyone at all via their customer service, completely fed up”

Helpful Report

Posted 5 years ago

“My son decided to cheer me up with a meal deal for lunch. He got the side salads one Cous Cous and roasted veg. it tasted of water and was very bland. The other was Mexican Rice/Avocado Salad the sauce was full of salt. Both were inedible and binned. Crisps cheese and onion and one black pepper smelt and tasted of oil - horrible. One Turkey Feast sandwich and the No Turkey Feast were in date but stale and tasteless. What a disappoinment Marks food has become, my son said its dated. Why has your food failed? it used to be wonderful. I am afraid you have lost custom over this and if you want to know about no meat products go shop in Tescos.”

Helpful Report

Posted 5 years ago

“So unhappy with M&S. They've started offering PayPal as a payment option and what a mess! The M&S account doesn't connect properly and so for my order PayPal asked me for a delivery address which I entered and it processed - done! Except that the M&S order itself doesn't pick the delivery information - I got a PayPal email receipt with the right delivery address, and an M&S email confirmation with a totally different old address, which I never entered! I've spent 4 days and tons of phonecalls (I've lost track how many), must have clocked up hours on hold by now, and explained the problem so many times. I have a different adviser each time telling me they can sort it, update the address, etc, and then instead I get a message from Hermes saying it's all out for delivery - to the wrong address! I think by now every single call I've made the line has been disconnected and call been dropped either mid conversation or while I'm on hold, so I never manage a proper resolution. I asked for a response over email so I had it in writing and they refused. Now, I've had 2 parcels delivered to an address miles away despite me alerting them and trying to sort it out. And now it's delivered they tell me it's basically not their problem... because all the phone calls get dropped, I have to start at the beginning every time, and it never gets resolved so I don't think I will get any refunds for my lost order worth £70!!! Appalling!!! I've sent 2 online enquiries and received no response to those either! Terrible 'not my problem' call centre attitude. They used to be much better. So upset about the lost time and lost money :-(”

Helpful Report

Posted 5 years ago

“This is M&S display n Tunbridge Wells. It tore my jacket and they refuse to acknowledge it’s unsafe. This display is at the height of a child’s face. It could be much worse. Please share” @marksandspencer”

Helpful Report

Posted 5 years ago

“Just seen your xmas food ad on tv and it reminded me of last xmas. Reason why is my I purchased the m&s xmas dinner. My family and had been really looking forward to this dinner as the tv ads really impressed us. Also I always purchased goods from m&s so I was confident it would work out. Unfortunately that was not the case, the dates were off and the meat was very disappointing overall I would no recommend this option for xmas to anyone. I do hope understand that on seeing the tv ad brought this tainted xmas memory back.”

Helpful Report

Posted 5 years ago

“Bought the 6ft Christmas snowy wreath last year, brought it out this year - leds have dimmed, the foliage and cones have come off - very poor quality and sparse. Should have returned it last year in hindsight - really poor for M&S - quite surprised- best place for decorations John Lewis - don’t waste your money on this Garland”

Helpful Report

Posted 5 years ago

“Poor quality So I have been looking for some good quality chelsea boots for a while that fit me nicely. I have bought cheap ones in the past but they don’t last much more than six months. So I shopped around and found a pair that fit looks fantastic. Three months later both the sole and the heal are breaking. The boot is failing apart as I walk in them. M&S use to stand for quality but I’m saddened by this as I love the look of them. I’m now on the hunt for some decent Chelsea boots and I will never by clothing of any kind for myself in M&S again”

Helpful Report

Posted 5 years ago

“Visited my local M&S store today in Cheshire Oaks to get a Meal Deal, what a waste of time. Three promotion ends on but with very little stock hence couldn't fulfil the promotion. The time was 5pm. Very poor service in my opinion, how do customers by fresh air?”

Helpful Report

Posted 5 years ago

“where are pyjamas in plain Jersey with pockets I am sick of seeing awful prints cuffed legs instead of straight leg with pockets I have only seen 1 and sold out tells you something get new designers with people want elegant things and marks no longer seem to do this.”

Helpful Report

Posted 5 years ago

“As a long standing Australian customer, I have to be certain of sizing etc as it is extremely time consuming and inconvenient to return anything that is not right which, until now wasn't needed. However, this year I did need advice on bra sizing and the advice I received was wrong, hence the bras I bought, (5 totaling $175 AU) were not the right size so the M&S advice cost me a great deal of money and bought me 5 bras that I simply donated to my local op-shop as they were not the correct size, even after asking sizing advice. But the worst thing is that even though I emailed and explained my disappointment to M&S, they didn't even bother answering or acknowledging what had happened. I submitted a review of the incident on their 'review' page but as I had mentioned a 'service issue' they refused to accept my review, even though I had included that the quality of the bras was fine. I then emailed M&S to tell them I felt that having a review process that only accepted reviews with no negative experiences was being a little less than honest and pointed out that there are more than their own sites where dissatisfied customers can make their experiences known and if they chose not to accept my review I would do what i am doling now but that didn't even get any reply so, M&S, if you can't accept that sometimes you do make mistakes and customers, (more than likely ex in my case) should be able to tell their stories, then you let yourselves down as well as your customers. Customer service is one of the most important areas any business should concern itself with but obviously M&S no longer think so.”

Helpful Report

Posted 5 years ago

“Just received women’s joggers. I have found these joggers to be of very poor quality, always have regular fit, these are far to long, thin material, suppose to be slim leg, could fit both legs into one, has draw string which is only decorative. Returning as soon as store re-opens.”

Helpful Report

Posted 5 years ago

“I bought a gingerbread house making kit from your store and it was pathetic. I spent two hours making it and the icing wouldn't hold it together. The roof kept on falling down and the sides just fell off. I think that this kit is a waste of my money and time. I don't advise you to buy it.(it ended up in six separate pieces of decorated gingerbread all on the floor)”

Helpful Report

Posted 5 years ago

“Why do M and S use Hermes for delivery? Yet again despite paying £4.99 for next day delivery Hermes failed. They always say they have tried to deliver even when I am at home and there is no calling card left. On further investigation and looking at tracking Hermes say there has been a delay at their end and it is not yet with the courier, this has happened at least three times now. I have previously spoken to M and S customer services but this is not a good experience as often long winded and frequently cut off. This time I have emailed and am hoping for some response. My advice, don't pay for next day delivery as Hermes... don't deliver.”

Helpful Report

Posted 5 years ago

“I ordered my boy school trousers and was very disappointed! What happened to The ark and Spencer quality !! I will return the 4 pair of trousers for my child ! Crispy and uncomfortable ! Shame because the style was perfect but terrible quality”

Helpful Report

Posted 5 years ago

“I am based outside of the UK, & ordered flowers for a very special person, specifically noted a request for a morning delivery. The flowers eventually arrived after 8pm at night, after delivery times were already extended. This completely defeated the purpose, receiving birthday flowers so late at night. The company shouldn't combine their standard deliveries with flower & gift deliveries, as they clearly can't cope. For something that was really important to me for someone special, turned out very disheartening to say the least. And one wonders what condition the flowers were in on arrival after travelling around the countryside for a day. I would opt for an alternative for flowers for special occasions. Very saddened and disappointed by my experience.”

Helpful Report

Posted 5 years ago

“I bought a 100 gram packet of cashew nuts after weighing 30 grams out for a recipe it became obvious that there were not 100 grams in the packet.”

Helpful Report

Posted 5 years ago

“Bought marks and Spencer collection crisps, their premium products, totally burnt, completely unacceptable quality control. Dreadful and just shouldn’t happen. A company obviously in decline”

Marks And Spencer 1 star review on 23rd October 2020

Helpful Report

Posted 5 years ago

“Non delivery. Two dates given, neither met, no follow up to find out that the delivery had not ben made, useless customer services, and phone calls to them are charged at prime rate. Will never order furniture from them again and have never had such bad service from any other online suppliers or had cause to complain to anyone before. I am very surprised that M&S should behave like this and treat customers so casually.”

Helpful Report

Posted 5 years ago

“Absolutely terrible customer service, ordered a mattress, got a delivery date, then date was put back 2 weeks, fully communicated at this time.....then received e mail reminder to say bed was arriving , 2 days before delivery got a time slot of 2 hours for delivery...on that day of delivery after waiting in all morning, no delivery came.....we rang the number of the delivery firm to be told they had not received mattress and M&S should of contacted us....NO NO CONTACT.......they put us through to M&S, after a 40 minute wait on the phone, they then hung up, rang back after 30 mins of no answer, decided to drive the 20 mile round trip to M& S....spoke to lovely lady who called customer service herself, another 30 mins to get through....only to be told Warehouse closed, and did not now anything, would call back Monday.....( a full Saturday wasted.....)...over next week, never got call back from customer service, although lady who helped at M&S, rang every few days to touch base....this went on for a couple of weeks, we have now finally got our mattress.... no apology or follow up from customer service....very very disappointed, I would never of thought M&S would have such a terrible service, .....”

Helpful Report

Posted 5 years ago

“Ordered Abbey sofa, chair and footstool in June, delivery arranged mid September. Confirmed and then cancelled with two days notice, apparently delay in leather arriving. New date arranged for the following week. No delivery, no notification. I had to call, apparently the footstool was not ready, queried why I was not offered delivery of the other two items. Apparently the delivery people won’t do that!! Promised follow up phone call, nothing. Called myself apparently manufacturer has not responded to query. Couldn’t see any notes about footstool. Got placating e mail from head office. Promised follow up call, didn’t come. Called myself, now apparently manufacturers say they sent footstool, delivery people say it never arrived. So stand off ?? Apparently not being resolved by HQ, so now what? Promised call tomorrow, no doubt I will have to call again. I have said repeatedly I just want the truth, this seems to be a novel idea. Asked what will happen if as it seems they can’t find the stool. Six month delivery now apparently on new items. TOTALLY UNACCEPTABLE. I am self employed and have so far taken two days off work unpaid. Not great under the current economic environment. I’m sitting on a small chair in an empty room. Before this s^^t show also ordered table sideboard etc. Allegedly being delivered next week, got confirmation e mail today 😂. I’m not confident. If no footstool Friday will cancel that part. Really want to cancel the whole lot as I don’t see why they should get quite a considerable amount of my money for this terrible service. However I cannot wait another six months for furniture. In fairness the staff have been very professional in there manner but I can’t believe that the manufacturer can remain incognito while M and S HQ don’t exert some pressure. I understand apparently I’m not alone. I currently would dissuade anyone thinking of ordering furniture from M and S. very very disappointed and upset.”

Helpful Report

Posted 5 years ago

Marks And Spencer is rated 2.8 based on 2,318 reviews