Marks And Spencer Reviews

Name: Marks And Spencer
Address: Waterside House, 35 North Wharf Rd, London
Rating: 2.78

2.8 Rating 2,318 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,318 reviews

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

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

“After a recent house move which resulted in goods going into storage my daughter found some recently expired un-used gift cards. I understand that companys have policies and t&c's relating to gift cards but this was exceptional circumstances and the cards amounted to a considerable amount of money. M&S customer service were not prepared to discuss and all I had was a standard crib sheet response, no personal touch. I have shopped with M&S for several years to the point where I have now got to an age where my weekly food shop consists of a trip to my local store. Out of 5 companies contacted, M&S were the only ones unwilling to show any empathy. My shopping habits will now be changing”

Helpful Report

Posted 7 years ago

“If I could leave a review lower than 1 I would. I ordered my wedding cake in time from M&S. They failed to deliver, they admitted fault over the phone but refused to send a replacement out or do anything to actually help me. They repeatedly ignored my emails and any attempt to contact them on social media. I have been spoken to like utter dirt by this company and received a horrible email on my wedding day trying to blame me for their mistake.”

Helpful Report

Posted 7 years ago

“I ordered some food for a buffet and M&S took the payment twice, I was told I couldn’t get a refund despite it being there error and I could try asking in store when I picked up the delivery!! The telecoms they use is based in Africa and they have no concept of English language let alone customer service skills. I was told there had been a system or internet problem which took my payment twice and it took 4 phone calls which totalled an hour and a half of wait time being put on hold continuously, one time on hold for 10 mins and being cut off, told by a manager to email her which I did and she would call back in 20 minutes to resolve and she never called back, so had to call again to find out she’d gone home. During the final call it was resolved and the additional payment will be refunded but I don't understand why it took so much time and effort from my side to resolve. Won't be using M&S again.”

Helpful Report

Posted 7 years ago

“I picked up the gastric battered fish and chips from M&S, chips tasted powdery and dry, fish tasted horrendous, hardly any fish meat and mostly grey with a rancid smell, even the mushy peas was basically pea water as there was no actual peas in it!! I used to shop here but the quality of a lot of products has fallen yet the price remains the same. Not impressed!”

Helpful Report

Posted 7 years ago

“I have just visited the food store on the upper level at London Liverpool Strret station only to find the manned tills have been reduced to machines. When I asked for a person to serve me I was told “I can help you with the machine” I am not incapable of using the machines but believe in human interaction and jobs! I will NOT be buying from this store again and if this is the way m&s are trying to save themselves it is NOT the right way! Try changing your clothes designers and maybe that will help! Talk about box cuts and frump, and I’m no spring chicken!!!”

Helpful Report

Posted 7 years ago

“E-Card Gift Voucher ordered as a ‘surprise’ 60th for my sister in UK on 20 Nov. Order,payment,email address & despatch date 2.12.2018 were confirmed by MS. It did not arrive. Complained via Australian and UK web sites. After 3 days I received a response it had been despatched on 12.2.2018 - a ‘past’ date !!! Sister in UK rang MS Customer Service and explained, they contacted International and authorised a resend on 5.12.2018. This would be a convenient service from Australia, however, I have no confidence in MS ability to operate this ‘flawed’ system.”

Helpful Report

Posted 7 years ago

“Why can i not find a leather purse to buy in store ? Seriously a tiny selection of other material purses. What has happened that in the run up to Christmas I can not buy a decent purse ?.I was directed to the gloves er no Lots and lots of leather gloves in many colours . I've no idea who this market is aim at , but not a decent leather purse in sight !”

Helpful Report

Posted 7 years ago

“Went online to order a pair of mens jeans when it came to check out and pay it was refused as i didnt have a mobile phone number as i dont own a mobile phone so had to put a friends mobile number into checkout before it accepted payment. The order was supposed to be available to pick up from Stafford store today the 28th november when i went to collect the jeans had not arrived customer service said there was a problem with deliverys even though they had a stock of the jeans on display so went away when i got homme i had received an email saying sorry jeans delayed but would be available to pick up on the 28th november which is the same day as today when i went to collect them. The marks and spencer site is in a right mess and i will never be using them again after this very poor service.”

Helpful Report

Posted 7 years ago

“Placed my order for M&S food as I have done for countless years before. Was offered an early bird voucher for a free bottle of wine/chocolates if I ordered before a a certain date. Have never received the voucher and have phoned them three times now. I have been promised they would refer it to the finance team three times and each time takes a week to sort out. Also they promised call back after call back and nothing received. I also know of another lady with the same issue who is still waiting for her voucher and has called the food to order customer service team eight times and is still waiting... As am I ? Cannot believe M&S are having such a problem with this. The rub is, that the voucher is due to expire on the 2nd December. I will get it and it will be out of date !! shame on you M&S. Will vote with my feet next year and go to Waitrose !!”

Helpful Report

Posted 7 years ago

“Awful Customer Service I have shopped frequently at M&S and thought they were a brand to be trusted for quality and integrity. No longer! I took some items back to the Lakeside Thurrock store but had put them in the wrong M&S bag and hence had the wrong receipt. Rather than waste a journey i accepted a credit receipt for roughly £90. I used around £40 on food and saved the last £50 to buy something nice for myself. I did not study the credit receipt and didn’t realise they only last 1 year. Last Sunday i tried to use the credit receipt against some clothing and was told it had run out and the money was lost! I was advised to go to Customer Service but they told me they could not help and to call head office. I duly called Head Office Customer Service and was passed from department to department (mostly South African, then eventually in the UK) for 39 minutes, only to be told nothing they could do, and the phone went dead mid conversation. They did not call me back ( by now i had no idea what department i was speaking with). I then called again and after another long delay was told by ‘Julie’ nothing they can do, write in ‘if it makes me feel better’ but it would not make any difference. I am just flabbergasted that i can hand back £50 of goods which are then resold, but i am £50 worse off with nothing to show for it. How can M&S justify witholding money when i have returned the clothing? I did not ask for a refund - i asked for a voucher which I can then use instore. I have built up over 61,000 Sparks points so M&S can quite clearly see I am a regular loyal customer. I am so disappointed than I no longer. wish to shop in any of their stores. I have written to head office to give them the opportunity to put things right but sadly unless they re-issue a credit receipt, there are lots of alternative stores and they have lost my custom forever. Come on M&S, pull your socks up!”

Helpful Report

Posted 7 years ago

“Bought the new Beef Stroganoff this week.It tasted awful,beef was tough,sauce was bitter and a huge disappointment.would like a refund but can hardly take back a rubbish stir fry! M&S you must be able to do better than this.”

Helpful Report

Posted 7 years ago

“Absolutely shocking service for online orders! I placed an order with the understanding that delivery would be within 5 days, yet the order is going to take longer to get to me as they haven't dispatched it yet. It is no good coming after the date I wanted it for. They took the money straight away and then stuck the order in the 'awaiting despatch' queue. This means that I cannot cancel the order. Not only do they take the money from your account DAYS before they send the items, they then deny you your LEGAL right to cancel it! When talking to the so called customer service department all I get is the excuse that as it's been put in the awaiting despatch queue (on day one) they can no longer alter/cancel it! Smart move, what a way to con your loyal (no longer) customers! Absolutely fuming.”

Helpful Report

Posted 7 years ago

“Went to Mark and Spencer in Doncaster store today, I tried 2 Coats on in front of a mirror where was near the tills. After that I put the coats back, A strange female staff blocked my way out, she was accusing me for something, "Don't do that!where did you put that coat?" she asked me. I took her all the way to show her where the coat was, then she realized something and tried to change the subject. I was shocked,and I did not know what is going on. When I got home ,told my children what had happened in the store, also I showed the photos of the coat to my daughter, and my daughter pointed out what the coat I wore to M&S today was really similar to that one in store. Is that right ???”

Helpful Report

Posted 7 years ago

“Christmas offer - free wine. Don't bother trying to redeem this at the Brooklands store and the store manager was dismissive and rude. Wouldn't know customer service if it bit him and after this experience I walked out without half of my shopping. No white wine and the alternative offered was an inferior Bianco which he was trying to shift at most cabinet ends. What I was told when I complained and advised that he should offer like for like - told tough go to another store or take the alternative. There is a deadline on this offer and I am starting to think this is an early Christmas swindle from M&S to cheat there customers. When I complained to Customer Services they advised that I should be offered like for like. Later I receive a £6 voucher with no explanation or apology this does answer why this manager is not offering like for like nor does compensate me for the way I was treated this morning if front of other customers”

Helpful Report

Posted 7 years ago

“Ordered goods on line, stood in a long queue at designated area, received my goods. I had a return to make, another long queue. Wanted to order a item which was out of stock in store, was directed to an ordering point, the customer in front of me, made an order, but was then allowed to pay for her purchases, which then held up the rest of the customers trying to make an order. (The ordering point was clearly signed). This customer was allowed not just to hold up the queue I was stood in, but effectively jumped the queue for purchases. My annoyance today was, I spent over an hour, standing in three queues! Christmas 43 days away!!!”

Helpful Report

Posted 7 years ago

“Yesterday 7/11/18 went to Mark and Spencer at Gemini with my daughter , around 2pm we decided to have something to eat so went into the cafe there, first there was NO trays, several of the tables had not been cleared, went to order No saucers for our cups , No teaspoons. We both decided to have breakfast my scrambled eggs could have been used as wallpaper paste ( look and tasted disgusting) could taste the eggs for quite a while when I got home and felt quite sick, the cafe was quite full so we finished what we would mushrooms and a sausage and left the rest, we mention to the lady clearing the tables that she would tell the chef and that she was very sorry that we did not enjoy our meal ( my daughter and I have been to this cafe many times and never have a bad meal) . This will not stop us from using the cafe but will be careful what I order .”

Helpful Report

Posted 7 years ago

“You really need some new fashion designerange! Apart from a few items, the range of clothing for this winter 2018 is dire ! The dresses are absolutely horrendous. . just what were you thinking! ???? Think you're going to be left with a lot of stock on your hands after Xmas. ...”

Helpful Report

Posted 7 years ago

“very helpful and cheery nothing is too much trouble the quality of the goods is excellent The prices are very reasonable too I recommend.”

Helpful Report

Posted 7 years ago

“This review refers ONLY to MARKS AND SPENCER, 13 THE DIAMOND, COLERAINE, CO. LONDONDERRY NORTHERN IRELAND which IS UTTER RUBBISH, HEAD OFFICE SORT OUT IMMEDIATELY PLEASE!!! I have shopped in M&S for many years, throughout the UK and I have never had any issues until I recently moved house and this store in Coleraine is my "local" nearest store, unfortunately for me!! I went in yesterday morning and this middle aged female shop assistant was standing checking the chicken packets (you get 3 for £10). I moved the metal steps out of the way and went forward to look at the chicken as I wanted 3 packs of the Tampura chicken packs. She continued on checking the chicken packs and made no attempt to stand aside. I left and walked around to the other isle. I noticed just 2 packs of Tampura chicken reduced to £1.35 each, not what I wanted. However in fairness there was another female shop assistant on this isle but at least she had the manners and excused herself and let me look and I thanked her. I went back around to the other isle and this middle aged female shop assistant was still there, blocking me, the customer, from buying anything. I am registered disabled and have problems with my eye sight. I could get no where near the chicken packs to see what I was looking for. I was livid, she saw me but continued on. This was around 8.50 am on Wednesday morning. I immediately dropped my basket on the floor where she was standing preventing me the customer from buying food and walked out. I will NEVER set foot in this Coleraine "M&S" store. I also had issues on Saturday 29th September with this Coleraine "M&S" store. The shop is supposed to open at 8.30am but it was actually 08.34am when they opened. I went in as I was looking for a birthday card voucher. At the main front door entrance as you go in on the right side is where these cards used to be, but they had been moved. I asked a young "Facebook generation" shop assistant where the birthday card vouchers where at. She just pointed. They had been moved to the left hand side and were located further down. Again it took me some time to see these as I have mobility and eye sight issues. Thought she might have walked the short distance from the till to show me, but no, too early in the morning obviously! There was a very poor selection of birthday cards for the voucher, but I took one anyway. I went to the check out to get the £30 put on the voucher. I then gave this same young, unhelpful shop assistant my Marks and Spencer's card to get my loyalty points. She looked at me and said that doesn't work!! I knew it did, she didn't want to be bothered. I handed it to her and said try it and low and behold I got my loyalty points!! She seemed surprised and said I didn't think that would work! Utter laziness and one wonders how many customers were denied their loyalty points due to her incompetence. I WILL NEVER SET FOOT IN COLERAINE "M&S" AGAIN, NEVER. This is not a properly run M&S shop. I know things may be done differently up in the country but please this is ridiculous. Ignorant staff who stand and block the isles preventing customers from making purchases, if customers cannot buy M&S food who will pay the Coleraine "M&S" employees their wages? The Christmas season will soon be upon us. How will this excuse for a M&S in Coleraine cope? I will be going back to Sprucefield (Lisburn) M&S or indeed Ballymena or Londonderry. ALL excellent and properly run M&S stores. Country Coleraine M&S watch and learn from these stores. M&S Head Office get this sorted out now. YOU are loosing business, customers and money.”

Helpful Report

Posted 7 years ago

“I telephoned your Hedge End office to ask if they would put a coat by for me. The person I spoke to just refused!! I saw it yesterday in the store and went home to buy it on-line. When I went on-line I found that my size was no longer available. M and S used to be so good with great customer service. They used to ring round stores to try to locate a product. What a shame the customer service has deteriorated so much. I would have paid for the coat. It was just that I could not go into the store until Friday. You have lost my custom and I have lost my faith in you. I will shop elsewhere in future.”

Helpful Report

Posted 7 years ago

Marks And Spencer is rated 2.8 based on 2,318 reviews