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

“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

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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.”

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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, .....”

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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

“Awful Bed ordered in March Failed to deliver twice in September Cancelled by me when the could not FIND it Customer service very poor. Emails and answer machine not answered Sugges looking at trust pilot reviews for Sept. So many sharing this awful service”

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Posted 5 years ago

“Went To Camden today to bring receipts i had to scan them for my sparks card. Manager flatly and rudely refused Not impressed”

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Posted 5 years ago

“We ordered a sofa and chairs in May 2020 and were told it would be delivered 9/9/20 we waited all day and it didn’t arrive so we rang m&s only to be told sorry we thought we had emailed you to say it won’t be delivered until 19/09/20 . We have received two emails stating furniture will be delivered tomorrow but today we had a phone call from the delivery firm to say they haven’t received it. When I rang customer services they couldn’t even tell me where our furniture is ? We are pensioners with health problems who have had to sit on deck chairs since 7/9/20 but m&s don’t care as long as they get your money. I am now going to the media (not social media) and I urge all people on this site to do the same. After reading all complaints on this site I think M&S have got away with this atrocious service for too long and have become complacent.”

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Posted 5 years ago

“Bad customer service wouldn't let me change order 9hours after ordering it, because it was going to wrong address. Kept saying it can't be changed!”

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Posted 5 years ago

“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

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Posted 5 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.”

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Posted 5 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.”

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Posted 5 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 5 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 5 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!”

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Posted 5 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 5 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 5 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 5 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 5 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 5 years ago

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

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