Marks And Spencer Reviews

Name: Marks And Spencer
Address: Waterside House, 35 North Wharf Rd, London
Rating: 2.80

2.8 Rating 2,276 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,276 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 46%
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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Generally good service, but on occasions when the service fails they sort out the best solution for the customer in the said circumstance.”

Helpful Report

Posted 2 years ago

“Firstly apologies for the latess of posting this feedback which I wanted to lost much sooner but have been travelling. We are on holiday from Australia. Monday 4 October I attended the M&S London City store on Oxford St. I was there with the specifc purpose of finding some trousers I had seen in M&S, Bath, the previous day. In Bath, I didnt have time to try the trousers on as was hurrying to return to my tour. In the London store I couldnt find the trousers. I found the jacket in the same print design, but not the trousers. I enquired and was told the trousers were not in stock in that store. I was directed upstairs to find a staff member who may assist via access to the wider M&S data base. By this time I was again running short of time to reach my next commitment. When I approached the pay counter upstairs I encountered a lady called Lilly. A tall, stylish, attractive lady. I hope I have the name right. After some time, and a lot of searching, Lilly with the help of her two colleages,(names Lilly gave me but I have unfortunately forgotten and lost the receipt where the names are written) found the trousers. I purchased the trousers and would also have loved the matching jacket but travel suitcase space prohibited the luxury. I write to publicly acknowledge and thank the efforts of Lilly and her co-workers. Despite a very busy store, full of customers, Lilly & her colleages went over and above expectations to help me. This is the best customer service I have encountered anywhere in my travels so far. Many, many thanks Lilly & colleagues. I havent forgotten you. I will remember your kindness whenever I wear my lovely trousers. Warm regards and blessings to you. Wish we had M&S in Western Australia. Janette Bayman”

Helpful Report

Posted 2 years ago

“A company to avoid. 2 Rochester sofas, 3 complaint letters, calls to their customer referral team, dropped sofas, wrong material, in store advisors that you never hear from again and still despite taking money in March 2022 I still don’t have a satisfactory sofa! Stuart Machin take note, customers are not happy, please start to care!”

Marks And Spencer 1 star review on 15th October 2022

Helpful Report

Posted 2 years ago

“Regards the Torquay Marks & Spencers awful reviews i have to say most of the staff in the food hall are nice people but have to say its the three managers that are the downfall of the store Moxhay being the worst one of the three i went to her mum Jill with a problem and she treated me like something she had stepped in in the park they say mother like daughter they are two very NASTY unpleasant people that i would strongly recommend to keep well away from they say you are as good as your leader so i think that says everything about the general manager Claire Thomas and the way they bullied that innocent shopper out of the store and by the reviews lied through there teeth to achieve it”

Helpful Report

Posted 2 years ago

“something is seriously wrong from the general manager all the way down to the nasty lying section manager there reviews are very shocking and they should all be ashamed of themselves that man had shopped there for over 25yrs CHAVS would be a under statement i can only think it must be part of the HR training program i am sure they will lose a lot of customer's over there cruel treatment to this customer CLAIRE THOMAS i will never help you Moxhay Harris keep your jobs by spending my cash in your store and i am sure if anyone reads your reviews they will do the same the three of you should be ashamed to put the uniform on in the morning you are a disgrace to the TORQUAY MARKS & SPENCERS”

Helpful Report

Posted 2 years ago

“Disappointing Our “Padstow” triple wardrobe ordered on 22nd August was delivered on 1st October. I assumed the three man assembly team would have it up in an hour at most. Two and a half hours later I was called up stairs to be told there was a problem the holes in the interior panel to which the door was to be fixed were broken with nothing left to screw the top hinge into. The doors could not be closed. I don’t know if this was caused by incorrect assembly or poor manufacturing. I was offered a replacement interior panel but refused this and asked for a replacement wardrobe. There was no argument but no apology either. The replacement is due to be delivered on 10th October UPDATE 11TH OCTOBER The replacement wardrobe arrived today. The wardrobe with the broken door was dissembled and removed. Sadly when the replacement was unpacked it proved to be from an entirely different and much cheaper range. The assemblers told us they worked for WINCANTON not M&S and they just picked up the lorry in the morning and delivered whatever was on it. They put me in touch with the M&S sales team who were very sorry but there were no replacement “Padstow” wardrobes available and the lead time for a replacement would be another 10 week. I was told could accept the wrong wardrobe as delivered (which does not match the chest of drawers), have a full refund, or wait another ten weeks for the correct replacement. I asked for the name of the furniture team manager but that was refused. I next thought I would contact the manager of the store where I first purchased the furniture only to find that the Cheltenham Home store no longer has a publicly listed number. I did eventually find a number only to end up with a remote costumer service team! Over the years we have purchased numerous items of furniture, curtains, and other goods from our local store and have always been very satisfied. What has gone wrong with M&S?”

Helpful Report

Posted 2 years ago

“Had two of M&S meat puddings. Absolutely vile hardly any filling and what there was was bland. Had these a long time ago and am sure they were microwave, these had to be steamed. It was not possible to tell if they were cooked . Very disappointed.”

Helpful Report

Posted 2 years ago

“i have to say i after reading Mrs C Thomas reviews i will be taking my business to sainsbury what a horrible person and very poor customer service skills like Moxy they put the Marks Spencers uniform on and become the 3 bob millionaires”

Helpful Report

Posted 2 years ago

“Delivered to wrong address on 3rd October - to somewhere in Newtown so not even in the right county. £25 roses for a memorial anniversary - no response to any emails six days later but have just sent an email to ask for feedback! Customer service missing in action / non-existent. Very disappointed and will never use again.”

Helpful Report

Posted 2 years ago

“All food hall’s are struggling and yet Torquay marks Spencers manager Claire Thomas can ban a man dale stevens for rewarding her staff for good customer service skills and she thinks that’s cleaver Don’t Shop there and I work there”

Helpful Report

Posted 2 years ago

“Have to say it is very disturbing to read how a general manager can speak to a customer like she did and the section manager and commercial manager to send the police to there home with all made up lies what a horrible person I wouldn’t give them my custom I use to shop there but after reading all the reviews I felt sick every time I saw them when I went in to that store if HR can’t respond to that behaviour no other customer has a hope in hell marks and Spencers once had a great name for themselves these four horrible people have destroyed that with there customer service skills”

Helpful Report

Posted 2 years ago

“Awful service - staff working at home - chasing up request and just given other phone numbers. I thought customer service was meant to mean just that - service to a customer.”

Helpful Report

Posted 2 years ago

“Popped into the branch at Giltbrook, Nottingham. To look for a bra for my daughter. This super kind staff member, Sandra. Went above and beyond to not only do a fitting without booking but then help with picking and advice. Sandra you are a credit ...”

Helpful Report

Posted 2 years ago

“is there a HR at Marks and Spencers and do they take the time to read these reviews clearly not if you read Torquay Food hall reviews and the way from the General and Commercial manager spoke to the customer that shopped there for over 25yrs its Disgusting and as for Moxy how Nasty can you be i used to work in the store and she is the biggest attention seeker on this planet and will stop at nothing to get noticed but that takes it to another level she has Claire and Andrew wrapped around her fingers my advice don't shop there”

Helpful Report

Posted 2 years ago

“I went to Marks and Spencer in the Shire, Leamington Spa, Warwickshire. I was touched by the service with a smile from the check out lady MARYJA. No wonder Mark & Spencer is flourishing with good products and excellent staff.”

Helpful Report

Posted 2 years ago

“Just would like to share how shocking M&S service really is. Buying a sofa is taking a year.... the most recent one arrived with too high legs (so that the folding mechanism is hanging in the air).. Nothing has been resolved for a year!!! Resolving problems for M&S team is like flying to the moon- nobody has a clue... I would say- shop elsewhere...”

Helpful Report

Posted 2 years ago

“Regarding Torquay marks Spencers reviews ie the innocent shopper it was Moxhay who was responsible for all of this and no one else I work in the food hall everyone in marks Spencers is a where of this”

Helpful Report

Posted 2 years ago

“Reading the last review if anyone reads the reviews on Torquay and what managers do to long term customer it clearly shows there isn’t a HR DEPARTMENT they should have been made to apologise and then sacked the four of them I have stopped shopping 🛍 there”

Helpful Report

Posted 2 years ago

“Our small store in Hazel grove are always helpful and cheery some items not avaiable .but good alternatives”

Helpful Report

Posted 2 years ago

“Customer service non existent”

Helpful Report

Posted 2 years ago

Marks And Spencer is rated 2.8 based on 2,276 reviews