Marks And Spencer Reviews

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

2.8 Rating 2,278 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,278 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“How many companies would allow a manager to ban customers from there store’s for rewarding there staff that went above and beyond for the customer and showed they value and care about the customer unlike this Miss Claire Thomas the general manager of there flagship store how has she kept her job after promoting a normally fantastic company in this way HR show you do care and get rid of this cruel nasty person she clearly has no remorse for her very poor judgement as the previous reviews say if she couldn’t stop her staff from taking the reward she obviously had lost or had no control of her staff yet they took the rewards and still kept there jobs and the reward”

Helpful Report

Posted 2 years ago

“What the Hell Marks and Spencers Banning customers for rewarding there staff for showing they care and value the customer unlike there managers yet it appears the top executive’s couldn’t care less close your doors and walk away if the staff didn’t take the reward you wouldn’t need to Ban the innocent shopper so so wrong”

Helpful Report

Posted 2 years ago

“No wonder your sales have plummeted! And you are closing stores. Where have all the staff gone? Are they hiding round corners? Replacing people with machines will never work. People want people. Your decision makers sitting round their boardroom are ruining the Company. They don't live in the real world. And what awful clothes your buyers are buying. All I can say is bring back George who used to design Per Una. When George went all style and class went with him.”

Helpful Report

Posted 2 years ago

“When i read Torquays marks and Spencers reviews it’s a store to keep out of. it obviously has serious management issues or should I say a lack of management skills to think most retailers are doing everything they can to draw customers in to there store’s yet Claire Thomas the so called general manager is Banning them for rewarding her staff for excellent customer service skills it’s unbelievable and disgusting”

Helpful Report

Posted 2 years ago

“It has been more than a month and i am still waiting for them to refund my money and return the product. I have applied return just after receiving the product and till today dur their technical error the are mot returning the product. Horrible service and pathetic brand”

Helpful Report

Posted 2 years ago

“I hadn't shopped at a Marks and Spencers for a few years, but received some vouchers for my birthday and decided to splurge on myself. I (quite excitedly - I rarely buy myself something new) bought 2 jumpers and 2 pairs of shoes. Long story short: both sets of shoes began falling apart within weeks of me beginning to wear them. One jumper had a hole in the seam by the 3rd wash (and more have since appeared) and the other is so bobbly, it could be 20 years old! (despite following the washing instructions). To add insult to injury - when I bought the shoes and jumpers, I tried them on (they fit - woohoo!) and then popped them away in my cupboard to wear at a later date when my older shoes and clothes gave up the ghost! This meant that I was not entitled to a refund, despite the fact that I barely got a month's use out of any of the items before they deteriorated. I've had better quality from Primark! I used to work for M&S back when it was actually a bastion for quality...it's upsetting to see how far they have fallen and to see that they get away with charging premium prices for products that shouldn't even see the shop floor.”

Helpful Report

Posted 2 years ago

“Reading the review regarding the poison Dwarf to think Dawn runs a B&B in Torquay and she is ringing 101 with a deliberate lie just to support her girlfriend Nikki let’s hope there is a god up there and all those connected with this scum I no all this because I use to work for this company”

Helpful Report

Posted 2 years ago

“I feel I must warn innocent shoppers like myself I once went in to my local M&S and was waiting to go in to the food hall when this hand grab my arm from behind and this very small lady in her uniform said excuse me sir I have been meaning to say each time I see you what a very smart handsome gentleman you are I thought how kind them a week later I drove in and she was polishing the handlebars on the trolleys and saw me and gave a wave like a helicopter landing I thought what’s next she said as I went to walk in the store I no it’s cheeky but what do you do for a living I said I have some holiday let’s I rent out she said omg my husband and I moved down from Birmingham and brought a B&B she told me where it was I said you have good customer service skills she said it’s part of your training if you don’t have it you don’t get the job I said well Jill in household should go back on that course and said how rude she was to me she said you should report her I no who you mean we call her lady Spencer as she as she said this Jill came to get a trolley when she went I said that’s was awkward when I saw the lady again she said mother and daughter were giving her a hard time because she had been taking to me outside hence the chocolates which was a big mistake she turned out to be a poison Dwarf I just felt bad that I had caused her problem’s at work and I swear this is the truth unlike her lies”

Helpful Report

Posted 2 years ago

“After reading M+S reviews in the South West of England I have to say it’s very worrying that managers and staff can treat a customer in the way they did and to send the police to there home with he said she said made up lies I am shocked the police would even act on that kind of information it’s so clear they went out of there way to make the customer look like a horrible person when in fact it actually showed them for what they are and most decent people would agree people who deliberately lie through there teeth don’t belong in the work place so let’s all hope there is someone looking down on all of those people involved with this cowardly act we don’t need nasty people like them in our world”

Helpful Report

Posted 2 years ago

“Very disappointed with Culverhouse cross branch this morning. At around 11am they only had one cashier working with a queue of around fifteen people with large trolleys . This is not service, the queue shows that people are unhappy using the self service. I use MandS because of the usually good service but am beginning to think it really is not as good as it used to be. Helen on the self service was doing her very best but people are not happy using them. My sight is not wonderful and I hate using them. An elderly lady next to me was very unhappy trying to use them. Maybe this is why some people are stopping using Marks. Very disappointing.”

Helpful Report

Posted 2 years ago

“If you want to a laugh she will make yr day get better”

Marks And Spencer 1 star review on 20th May 2023

Helpful Report

Posted 2 years ago

“Wide Fit Airflex™ Leather Lace Up Trainers Product code: T033342W. This is not a wide fit shoe, its a CM smaller than previous WF shoes Airflex I've purchased in past. I offered a standard M and S shoe up against this supposed WF and it was the same. This is not really a complaint. Its to tell you you have a mistake on the shop floor that needs correcting.”

Helpful Report

Posted 2 years ago

“What a rediculous service, then useless complaint process. Went into (food hall) store for small purchase and used self service till. Some items scanned but were not accepted into bagging area so staff had to acknowledge on the till to allow me to continue. Came to pay - till wouldn't scan Sparks card (from phone app), staff response to request for help was that is was a constant issue for them, but after 2 minutes of adjusting light levels and angle of phone had to give up. So I wanted to complain, found number and phoned. Their resposne was that the issue wold be raised with store management; I asked where was the customer in the process and how would I be advised the outcome of the complaint to be told that was not part of their process. Sorry, how can the customer raising a valid concern/complaint not be adviced of the issue or receive details of the outcome. So now 2 complaints lodged over a very small matter that should really ahve been resolved in store with a simple apology.”

Helpful Report

Posted 2 years ago

“M&S is a fantastic store it’s beyond me how the so called managers have got away with representing there flagship store in the way they have there commercial manager telling a customer Marks and Spencers don’t care or value there customers but hey I feel very so for you the customer what a smug arrogant pig 🐷 and the general manager saying her job is to protect managers like him and ban anyone who dares challenge her and to allow her section manager to send the police to a customer’s home with deliberate made up lies normal people wouldn’t do that the whole team are Toxic most retailers are doing what they can to get customers to shop in there stores but the HR department say they will back there managers even if there wrong the customer should be honoured we let them shop with us in our stores sorry to say we don’t all agree with that one you should make the ones responsible resign to prove you do care”

Helpful Report

Posted 2 years ago

“If Torquay marks and Spencers can treat customers like Nikki and girlfriend Dawn did close yr doors if you have to Lie about a loyal customer to get him banned from yr store it makes you the lowest of the lowest and people who Lie there is a God up there we all hope what you did was mean and cruel you should feel ashamed the store is ruined”

Helpful Report

Posted 2 years ago

“Came here and will be going to as many review sites as I can find now to review my terrible experience with M&S as I reviewed my purchase with M&S on their own web site at their own request and they refused it as it was 1star - claiming it was customer service related so they could not t accept it. So their reviews on their website are moderated to keep out the bad ones. Really M&S ? Really ? Well my experience was terrible and I think folks need to know that. Lost a day of my life on a 2 hour delivery slot. Had to stay in all day after paying for 2hr slot. Called incredibly well hidden number to speak to customer services , after a few attempts I managed to navigate the customer”

Helpful Report

Posted 2 years ago

“if Marks and Spencers allow there managers and staff to behave like this then its time they close there doors its so upsetting to think that a section manager and her side kick can ring 101 and say this gentleman put a review on there cars when they new the review was found in Sainsbury's and all the other senior managers from M&S new this as well but for them to sit back and let the pair of them do what they did is just shocking and i agree lets hope someone is looking down on all of them there wouldn't be a day went by that i regretted what i did which is LIE what a way to show you hate someone that much to go to that level”

Helpful Report

Posted 2 years ago

“Just when you think that people couldn’t be more Nasty and Horrible just read marks and Spencers reviews when the general manager tells her staff in the food hall if and when this gentleman comes in to our food hall do not engage with him or even speak to him just be rude and ignore him and hopefully he will shop elsewhere and it will save me the trouble in banning him which is what she did anyway and the reason she gave was rewarding her staff which amounted to 3 or 4 for being nice to him was against there policies and section manager Nikki felt uncomfortable with him in the store yet all this gentleman did was complain to customer services for the commercial managers arrogant attitude so it’s very clear do not mess with the managers in Torquay they should all be ashamed of there actions this sort of thing happens in school playgrounds let’s hope someone is looking down on them because what they did is unforgivable”

Helpful Report

Posted 2 years ago

“I shoped in M&S Epsom this morning I went to the toilet they was disgusting blocked up dirty and there was a empty wine bottle in the ladys toilet this is 5he second time I have seen empty wine bottles in there”

Helpful Report

Posted 2 years ago

“MARKS and SPENCER'S clearly don't value there customer's there was a time when the customer was the most important person that walked through there doors which made the customer feel valued and appreciated not anymore if you read there reviews you will be BANNED from there store for rewarding the very small amount of staff that stand by there old policies and say good morning to the customer when he or she enters the food hall and if you mentioned the three managers names even the staff say they have ruined the stores once good name and there profits must show this well done Miss Claire Thomas for being taken in by Nicola”

Helpful Report

Posted 2 years ago

Marks And Spencer is rated 2.8 based on 2,278 reviews