Marks And Spencer Reviews

Name: Marks And Spencer
Address: Waterside House, 35 North Wharf Rd, London
Rating: 2.81

2.8 Rating 2,264 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,264 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 3 star review on 4th April 2025

110

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

“OMG ! When did M & S stop caring about their customers. The founders would be turning in therir graves. I have very unsuccessfully tried to log a complaint about flowers( well a sorry bunch)sent to me by my son for Mothers Day. I have TRIED to log a complaint online.....unsuccessful. I did manage to speak to someone on the phone but she was totally uninterested. gave me a website address and told me to attach photos of said flowers. Did exactly that to be taken to FAQ's and around the block we go again. Eventually, chat online popped up and asked the question... how could they help.....again having to explain the situation.....given the same INEFFECTIVE useless information. I would love to send my Son a photo of the flowers displayed in a vase but would not insult him. I am upset for him that he has wasted his money. BUYERS BEWARE.....DO NOT SEND ONLINE FLOWERS AS YOU DO NOT SEE WHAT YOU ARE PAYING FOR and a waste of time trying to contact customer service. They are not interested”

Helpful Report

Posted 1 year ago

“Very poor customer service very rude to me so I will not go to M&S quite so often now”

Helpful Report

Posted 1 year ago

“I was given a Marks and Spencer gift card for £40 I went online and it was accepted. There was an additional £3.99 to pay so I put that on my credit card. A month later my card bill came through with the full amount £43.99 charged. Of course I had the clothing by then and have thrown the used gift card away. Marks and Spencer just say their system wasn't showing a gift card. I have been charged £40 for their faulty system. I will tell people not to buy me M&S gift vouchers in future and recommend you avoid them too”

Helpful Report

Posted 1 year ago

“Ordered flowers and chocolates but only flowers delivered to recipient I E mailed M&S twice they never acknowledged either I also ordered second flowers and prosecco although both delivered not on designated day”

Helpful Report

Posted 1 year ago

“"Made Without" Chicken Goujons. Made almost without Chicken! The pack states 50% Chicken but the cooked product comprised only goujon shaped GF breadcrumb with a white streak in the centre. I would guess FAR LESS than even 10% of chicken. There was virtually no nutritional value whatsoever. This needs reporting to trading standards. At least the percentage meat content of pork and beef sausages is protected by law. The same should be true of other products like chicken goujons, especially when they state it on the pack.”

Helpful Report

Posted 1 year ago

“I travelled 20 miles yesterday to collect my order: an M&S handbag. On the last mile, I got a msg: ‘No delivery yet to store’! I walked the last mile, to see if there just might be that handbag in-store and -- sure enough, there it was with a lot of others on a rack. Could I collect that one? Oh, no: that wasn't the one I’d ordered and there was no way to cancel! I'd have to make a NEW PURCHASE, doubling my cost until money came back from the order! I even felt sorry for the department manager, who had no authority in the dystopian disconnect between SHOP and BUYING ONLINE. M&S, you’ve made us all victims of your nifty, profit-driven algorithms. P.S. Today I got a message: 'Order in-store; ... Come and collect' !”

Helpful Report

Posted 1 year ago

“This makes my day when I have a bad one just brilliant”

Marks And Spencer 5 star review on 3rd March 2024

Helpful Report

Posted 1 year ago

“Very disappointing customer service , I ordered a cake for my babies 1st birthday about 2 weeks in advance for a day before the date to give plenty time for delivery process still it wasn’t guaranty … I just revived a call from Charlton store saying they don’t have it also they will not have it even by tomorrow … shame on you .. DO NOT ORDER FROM THEM THEY WILL MESS UP ALL YOUR PLANS”

Helpful Report

Posted 1 year ago

“I bought about a week ago and again tonight, but must inform you that the garlic baguette on both occasions is not up to its usual taste. You have changed the spread. I know it’s not butter anyway, but it was quite tasty up until the last couple of weeks I have bought the product. I am put off by the lack of flavour and will try elsewhere. Why do you have to do this? Is it a money saving thing? I won’t buy again.”

Helpful Report

Posted 1 year ago

“Purchased M&S Digestive Biscuits 75p. After eating a couple realised the biscuit was covered in a mold like substance. It had coated the next biscuit. Hence I didn’t know if the eaten biscuits had the mold on them or not. What would a customers do for instance or what would Chairman Stuart Machin do.?? Yes I returned to store only to speak to a disinterested Manager who was shown the biscuits. She named the substance mold. She seemed amazed that I wanted to know what I may have eaten. Not once did she say she was sorry. She seemed to think refunding me 75p was a bonus. I pursued the problem with customer service but no one seems to be able to tell me what the mold was or how it had happened. I bet Stuart Machin wouldn’t have this problem, but then again would he eat a M&S Digestive Biscuits. Three attempts with customer service have resulted with “ We are so pleased you have been able to obtain a 75p refund. Along with the last CS person emailed Hi Lucy ( I’m not named Lucy). Surely it’s a normal question to want to know what one may of eaten ?. Stuart you need to sort your Management Staff, Customer Service & most of all 75p Digestive Biscuits out.”

Helpful Report

Posted 1 year ago

“Very bad service. Purchased items on 4th Dec.2023. Returned after a week. Was promised refund within 21 working days. But got refund only on 22.2.24 after protracted follow up. Staff stores do not pick up the calls. Say that they are busy with customers. They do not track the refund with their finance team. They leave the customers to fend for themselves. Staff not helpful and are not bothered about customers grievances. Will never buy in future from M & S”

Helpful Report

Posted 1 year ago

“Had a chicken soup given to me and the bowl was half full what a disgrace for the money you have to pay for it The staff filled it up for me which he did not have to do Not happy with the service amount from the Chef”

Helpful Report

Posted 1 year ago

““ OUR BEST EVER CHOCOLATE ECLAIR”…..really….REALLY? I don’t think so!! You can’t see the eclair for all the runny cream!! Then when you finally locate the eclair the Choux pastry is awful,, hard and with horrible sickly tasteless caramel running over it. Believe me your original eclairs are 100% better and much better quality too!! I must say though that your salad Nicoise is perfect!!! Just ditch the over rated eclairs!!”

Helpful Report

Posted 1 year ago

“Very bad customer service They cancel order on their own without informing customer Spoke to customer executive regarding return of item which he activated but no one came to take the return.”

Helpful Report

Posted 1 year ago

“Zero star. M&S have lost all credibility, not only in the quality of their merchandise but their customer service. I purchased 3 zip wool cardigans, all of which the zip pulley broke within a year. My disabled elderly father is paralysed so was not putting on and taking off the cardigans throughout the day, neither was he wearing them through the summer months. If you want zip up clothing to last longer than 6 months, buy elsewhere; M&S are apathetic in dealing with customer concerns and complaints. utterly appalling.”

Helpful Report

Posted 1 year ago

“I have been chasing a refund on my order since ten days. A dozen phone calls and emails later they are still yet to refund my money for a payment fault at their end. Even though they have my bank details and upi if they still have made me chase them for a simple refund. Customer service is highly untrained and unhelpful. I would think twice before ordering from this site again!”

Helpful Report

Posted 1 year ago

“I am somewhat unable to walk far, or for too long. So the M&S food store in Winchester Road, Southampton, is perfect. I can park right outside, take a trolly and walk.the shop, without any problems. This particular shop is constantly clean, well stocked, the staff are so helpful and I don't think I've ever come across, such a committed customer service premises, as effective as this store. Great job and I'm so impressed.”

Helpful Report

Posted 1 year ago

“M&S used to be a shining jewel in the British retail world, but sadly, no more. I recently had an issue, so went to my local store M&S, a very large M&S based in Southampton. I was told that there is no longer any customer service offered in-store, and I had to contact M&S through their website. The only option is to talk to an overseas call centre, staffed by people who do not actually work for M&S. The staff there are unhelpful and uninterested, and seemingly badly trained in how to deal with customer service issues. They are basically 'computer says no' people. The lesson is that if you want to shop at a retail store with any proper customer service, then shop elsewhere.”

Helpful Report

Posted 1 year ago

“Very poor customer service. I received a floral gift and the pot leaked causing a huge water stain the middle of my dining table. It is ruined. M&S state there is nothing they can do as I should have placed the metal basket on something waterproof. I was not told that before I received my gift.”

Helpful Report

Posted 1 year ago

“Wonderful assistance from the store manager at M&S Worthing. Good to see that customer care still counts. Excellent.”

Helpful Report

Posted 1 year ago

Marks And Spencer is rated 2.8 based on 2,264 reviews