Marks And Spencer Reviews

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

2.8 Rating 2,277 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,277 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

“Purchased textured gloves £15.99 online for chilly Scottish autumn weather. Found the gloves made my fingers colder. Tested by wearing glove on one hand only while out for a walk. It became colder than the hand without the glove. Simple heat gradient physics, the gloves transfer heat from the warmer hand out to the colder air. Poor design lacking insulation. So don’t waste your money.”

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Posted 4 years ago

“A lady called Denise in the canvey island branch was very helpful every time u visit when she is there she is so lovely and always greets me with a 😊”

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Posted 4 years ago

“The young lady at checkout was lovely and offered a great service in Elgin store. HOWEVER, it is unacceptable to be asking people for a donation to a charity at checkout (when you are unable to have charity boxes out). Some people already give to charities and do not need to be asked directly like this. When offered yet another free tote bag, that I declined as I have two. I suggested Marks and Spencers donate the cost of them to the charity instead as I'm quite sure it will mount up to more, be better for your declining reputation and stop awkward moments for poor members of staff having to ask customers face to face at checkout to donate. YOU donate the cost of those bags. Let people donate of their own accord, do not be asking people at checkout.”

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Posted 4 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.”

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Posted 4 years ago

“I don't buy on line, but l do now. I ordered a jacket and cardigan from Marks and the quality and price are spot on. Delivery on time. I was that pleased l ordered more items the same day, Very pleased, 😀”

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Posted 4 years ago

“I bought the hiker boots size 8 with the zip down the side. Other reviews said they came up tight but I normally have wide fitting feet and yet these are perfect!! So comfy and look great on! Beautiful boots! I'm a size 8 UK.”

Marks And Spencer 5 star review on 1st October 2020

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Posted 4 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 4 years ago

“I visited Marks and spencer in Partick , Glasgow. I was looking for something special as a gift and couldn't decide because I'm useless at that kind of thing. A member of staff took pity on me and decided to help me. She was really helpful and very friendly. Her name was Sandra. I was only going in for a cheap bunch of flowers , but Sandra encouraged me to think a bit more and make that gift a little extra special instead of going down the easy/Lazy route. I'm so glad I listened and spent that little bit extra time and Money the reaction was priceless. Sandra i owe you one , Cheers”

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Posted 4 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 4 years ago

“On this occasion zero stars today I took a jumper back because of a fault which I have never done before the member of staff had an attitude and store manager who called herself Rachel insisted I had caught it but eventually agreed to give a credit note only after looking at me down he nose what a shame through covid sutton surrey food hall has been a life saver and the general staf in the food hall have been fantastic would give them 5 stars and marks and spencers are wondering what is going wrong in fashions with staff with attitude”

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Posted 4 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 4 years ago

“Brooklyn I your Perth store in scotland was outstanding I visited on 15th September. He noted id been waiting in line a long time due to an elderly fellow customer. He cane gireard and opened a new till. He then served me very efficiently with friendly chat and clear pride in the M&S brand and customer ethos. You should be proud to have him. My sparks number is 982601334888718124”

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Posted 4 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 4 years ago

“Great customer service in MnS food at Merry Hill centre. Last visit on 9/9/2020. Suzy served me. Friendly and chatty. Smiles and laughter, although I had a mask on. 🙂”

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Posted 4 years ago

“Seems to be a lot of complaints about a service that is doing its best in very difficult circumstances. Just wanted to say a big thank-you to all staff who have worked most selflessly putting themselves and their families in potential danger to make sure that the public has access to most of what they need. Well done those people and keep up the good work despite the negativity that seems to have become a hallmark recently”

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Posted 4 years ago

“Never had any trouble with M&S. The food in the cafe was very good and so was the service thanks to Julia, Andrea & Jacinta The clothing is very good and so is the hardware. All in all nothing to complain about. Gordon & Anita. Lewes.”

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Posted 4 years ago

“Brilliant shop all the staff are so friendly nothing is to much trouble for them,this is the harborne store,love going there for my food and clothing excellent place to shop,can not give this store enough praise love it.😁”

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Posted 4 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 4 years ago

“Shopped at M&S Dundee Store this morning. A lovely lad helped me maneouvre the self service till and as I had a "brain fog" I left my shopping at the till. He ran all the way along the street after to catch me and give me my shopping. Don't know his name but he had dark hair and was quite tall.”

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Posted 4 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 4 years ago

Marks And Spencer is rated 2.8 based on 2,277 reviews