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

“why open the cafe when there is only one member of staff making coffees, resulting in a very big queue. Also members of staff working on the floor in cafe and shop not wearing face masks. Definitely won't be using the cafe again.”

Helpful Report

Posted 4 years ago

“Paid for a table and 4 chairs in June. On the day of delivery received a phone call to say there was a problem with the table and it would not be delivered. Have been ringing for weeks to find out when it will be delivered. No one ever calls you back. Sat in the store for over 2 hours to try to get some assistance but at the end of it they just said we would be called back. Still no one can give us a delivery date. We finally were given a delivery date for August of between 7 and 9 am but having got up early, it didnt arrive and they didnt even have the courtesy to call. Now in September and are still waiting for a delivery date while the website is still quoting a one week lead time! Have been without a table for weeks now. The problem obviously comes from the top as having written to the CEO we have still not received any response at all! As a long standing customer I think the customer "service" is absolutely appalling and I would advise anyone thinking of buyjng furniture from Marks to think again.”

Helpful Report

Posted 4 years ago

“Check all tags have been REMOVED !!!!!!!!! Bought clothing from you last September , one item a dress has been in the wardrobe for a year . I buy clothes and just put them in the wardrobes for when I decided to wear them. Took it out of wardrobe yesterday and found a tag , still attached. Why did the alarm never sound when I left the store ??? Sadly the dress has no use as I live abroad and have no M/S within a seven hour drive . I emailed the customer service and received a few lines of sympathy , the rest was a standard letter , no use to me at all, nor is the dress!! I have no receipt and can only prove I was in store and the amount spent via my bank details, which I will gladly make available to M/S, and them to send me a second receipt. I understand caution and have no problem with M/S , have always been a loyal customer as so many others. I took my dress to a military base to try , with a really strong magnet to Remove it ; that failed!! So much for these costly magnets 🧲 This is not all the fault of M/S but also mine, I should have checked for tags and in future I will do so !! I just want to know why the alarm never functioned and of course so disappointed !!!!! From abroad.”

Helpful Report

Posted 4 years ago

“Just had M&S Thai Favourites takeaway... Absolutely delicious! I rarely write reviews and don't usually have Thai food mmmm....”

Helpful Report

Posted 4 years ago

“Visited M&S cafe at kings ditch cheltenham. Entrance blocked by assistant wearing hair in bun. She was filling drinks cabinet & made no attempt to move her trolley to allow access. When we asked if Cafe was open she gave a. Surly "yes" & finally moved trolley. There was only one person in queue but it took about 10 minutes before we were served. The tables were littered & were not being cleared. Being pensioners & vulnerable to Covid19 we wanted one on the outer edge to feel safe. After idly chatting for some time the lady with hair in bun sauntered over & started clearing tables for 4 in middle of cafe. I politely asked if she could do the table for 2 I was standing by on the edge. She rudely said "no there are plenty of other tables". I waited patiently. After clearing the middle she then purposely proceeded to the other end of the cafe to us & started cleaning there. As our hot food was going to go cold we were forced to go & sit at a table near the exit which meant everybody came past us on exit. The very thing we tried to avoid in order to stay safe from Covid19. Having been a loyal customer at M&S for many years we will never visit again. We know M&S are not doing well so can you explain why with so many good unemployed people M&S wish to risk their business still further by having staff who are doing just that.”

Helpful Report

Posted 4 years ago

“New store opened at Eclipse Park Maidstone. Well laid out, staff great. However, 1 till point on the ground floor and 2 upstairs. Long, long wait. Also not enough staff serving in the coffee shop. Need more staff on tills and coffee shop urgently.”

Helpful Report

Posted 4 years ago

“Visited M&S cafe at Ocean Terminal, Edinburgh this afternoon for 2 of the advertised afternoon teas. Was told by the staff member that they didn’t have any so queried this as there appeared to be plenty of scones and jam on display and a big sign advertising them. Was about to leave when she said there was no cream left but we could have butter instead. Decided to go for that as it was still good value with the Eat out to help out scheme. Wished I hadn’t as she charged everything individually so it cost more than the advertised cream tea and then pushed the items in front of me- obviously in a bad mood. When I noticed one if the knives was dirty I sat it down on the counter nearby as didn’t want to make her mood any worse by asking for another one. The coffee cup I was given was dirty and again I was reluctant to complain due to her negative attitude. Was unable to wipe it clean so drank the coffee from the other side of the cup, which on reflection I really wished I hadn’t done. What dreadful service in comparison to a previous visit to M&S cafe at The Gayle, Edinburgh. Will never ever visit this cafe again!”

Helpful Report

Posted 4 years ago

“Exceptional customer service at Marks food hall Alnwick. All the staff without exception offer outstanding Customer care from personable greetings with clear health and safety guidance. Once in store, this continues with helpful and approachable staff. Plenty of offers and a huge variety of products, for even this relatively small store, which has brought quality food hall shopping at affordable prices to our town and area. Certainly the safest and most valued way to shop in store.”

Helpful Report

Posted 4 years ago

“Ridiculous and Laughable So we visit the M&S superstore Cheshire Oaks today, with sanitiser and face masks, which to be fair were being worn by 99% of customers who were also endeavouring to follow the social distancing rules. However were any of the M&S staff or managers following any rules or wearing any PPE, NO! Particularly ridiculous were the staff serving you food to your table in the cafe and those managing the check outs and self-service where they were literally in your face with no PPE at all. Clearly M&S have a magic formula that makes them all immune. I understand that PPE is uncomfortable but even Face shields were not being worn. We are either taking this seriously or not and M&S clearly aren’t and does it encourage return visits to the store – NO!”

Helpful Report

Posted 4 years ago

“I always visit Slough branch (Bath Road) and Yuliya is always friendly and polite when I use the check outs and very efficient.”

Helpful Report

Posted 4 years ago

“I went to marks and Spencer’s Bridgnorth today, a lovely member of staff called Hayley helped me find what I couldn’t find and Also was very helpful recommending some lovely wine and chocolate for a birthday present.”

Helpful Report

Posted 4 years ago

“I returned a parcel through the post office and never received a refund. M & S kept telling me to wait 35 working days, then asked me for return reference, still nothing back. Eventually the stopped even replying to my emails. They kept sending out a standard reply to wait 35 working days.. I have been waiting 3 months! now they don't even answer. I will never order from them again.”

Helpful Report

Posted 4 years ago

“I tried to return a parcel at the post office and they would not take it, apparently you have to take it to a collection plus depo , I don’t have one near me so I had to pay for it to be returned, I told M&S they told me to take it up with the post office , they was not sympathetic so be awsy”

Helpful Report

Posted 4 years ago

“I don't like your new veggi range. I now go to Waitrose. Never thought I would stop shopping at M&S”

Helpful Report

Posted 4 years ago

“I ordered a whole leg of lamb last Thursday. The cost was £20. It was £5 cheaper than Tesco for exactly the same joint. I queried delivery times with their customer service as it was for a dinner party. She was extremely helpful and the order was arranged. I received an email to inform the item was in store and I could collect. The leg joint arrived as expected and instructions for roasting. It was absolutely wonderful. My guests were very impressed with the taste, as was I. Cannot fault M&S. Their service and standards are top notch.”

Helpful Report

Posted 4 years ago

“Shame on you M&S Executive Customer Service Team! I rang to complain about an incident of a trolley that bumped into me at the More London Bridge branch. Let me be clear, it wasn't the injury I called to complain about but the way the Store Manager and the employee handled it and their unprofessional behaviour towards me. The woman at the cash desk said, "What do want me to do, I've said sorry, do you want me to massage your leg". I was so upset at this remark, I was shaking. All I wanted was to bring the accident to their attention and leave my details, as is done anywhere in the world. To make matters worse, the female employee repeated the remark. I asked for the Manager, she told me 3x he wasn’t available, so I waited. He came (not wearing a mask) and was not interested in taking my details but said he would speak to the employee about her remark. He was brushing me off. I insisted he give me his details but he didn’t have a pen, so I gave him mine and even a post-it to write on. He squiggled his first name, nothing else. I asked for the phone number of the store management. I just couldn’t believe a Manager would behave like that and the next day I phoned M&S head office to report this shameful behaviour. Let's face it, it's quite hard to believe that an employee would actually make such a stupid remark to a customer and a Manager won’t take your details or provide his. I was told they would investigate the incident. I knew the staff would deny it due to their cowardly behaviour, I sent Customer Service photos of my injury. I sent them 3x requesting confirmation of receipt which they only did in their letter with the results of their investigation. All in all, I spent a lot of time contacting them via phone + email. They will have recordings of this yet claim it is not the case. I had a feeling they weren't listening and were only interested in guarding themselves against a compensation claim. Days later I received a shocking letter containing a total of 10 LIES stating that I was responsible for the injury, the female employee denied making the offensive remark, the manager claimed he had asked me if I needed the first aid box, had offered his details and tried to take mine. A pack of lies!! In essence, I am the liar and made it all up and it's my word against the word of 2 dishonest employees. It is surreal and distressing. Why on earth would I make up such a story? All I can think of, is that they feared a big fat lawsuit was coming and decided to not take ownership and cover up their failure to train staff properly. I have no words to express how disgusted I am with this appalling modus operandi of M&S Executive Customer Service. M&S used to be my favourite shop, for food, clothes, underwear, cosmetics and I was a loyal customer of this British Institution. I shall not shop with them again and now I really am considering legal action. Meanwhile, I am making sure that as many people as possible hear about this. Shame on you M&S !”

Helpful Report

Posted 5 years ago

“Shame on you M&S Executive Customer Service Team! I rang to complain about an incident of a trolley that bumped into me at the More London Bridge branch. Let me be clear, it wasn't the injury I called to complain about but the way the Store Manager and the employee handled it and their unprofessional behaviour towards me. The woman at the cash desk said, "What do want me to do, I've said sorry, do you want me to massage your leg". I was so upset at this remark, I was shaking. All I wanted was to bring the accident to their attention and leave my details, as is done anywhere in the world. To make matters worse, the female employee repeated the remark. I asked for the Manager, she told me 3x he wasn’t available, so I waited. He came (not wearing a mask) and was not interested in taking my details but said he would speak to the employee about her remark. He was brushing me off. I insisted he give me his details but he didn’t have a pen, so I gave him mine and even a post-it to write on. He squiggled his first name, nothing else. I asked for the phone number of the store management. I just couldn’t believe a Manager would behave like that and the next day I phoned M&S head office to report this shameful behaviour. Let's face it, it's quite hard to believe that an employee would actually make such a stupid remark to a customer and a Manager won’t take your details or provide his. I was told they would investigate the incident. I knew the staff would deny it due to their cowardly behaviour, I sent Customer Service photos of my injury. I sent them 3x requesting confirmation of receipt which they only did in their letter with the results of their investigation. All in all, I spent a lot of time contacting them via phone + email. They will have recordings of this yet claim it is not the case. I had a feeling they weren't listening and were only interested in guarding themselves against a compensation claim. Days later I received a shocking letter containing a total of 10 LIES stating that I was responsible for the injury, the female employee denied making the offensive remark, the manager claimed he had asked me if I needed the first aid box, had offered his details and tried to take mine. A pack of lies!! In essence, I am the liar and made it all up and it's my word against the word of 2 dishonest employees. It is surreal and distressing. Why on earth would I make up such a story? All I can think of, is that they feared a big fat lawsuit was coming and decided to not take ownership and cover up their failure to train staff properly. I have no words to express how disgusted I am with this appalling modus operandi of M&S Executive Customer Service. M&S used to be my favourite shop, for food, clothes, underwear, cosmetics and I was a loyal customer of this British Institution. I shall not shop with them again and now I really am considering legal action. Meanwhile, I am making sure that as many people as possible hear about this. Shame on you M&S !”

Helpful Report

Posted 5 years ago

“Absolutely disgusting service at rush den lakes on 24 July 2020 no floor staff available when asked for assistance staff were obstructive to say the least certainly not the great British institution it used to be I wonder how long they will remain in business”

Helpful Report

Posted 5 years ago

“M&S food is delicious. Never had a bad meal. I only wish their ranges were wider. I now shop there every week. They just do it better. Even their tea is sooo much better than Yorkshire Tea. And it comes foil wrapped - and in individual teabags, not sets of two which you have to tear apart and stuff back in the box, or sometimes splitting and getting tea leaves in your cup. Sometimes it’s the little things. When I go to Morrisons, usually to get other stuff - what a difference in experience. World’s apart. And I noticed Morrisons were doing a copy cat deal of £12 for a meal in. Nowhere near as good quality as M&S I’m sure, even their ‘best’ ranges can’t compare.”

Helpful Report

Posted 5 years ago

“Cropped leggings £7.50 poor quality, very baggy and saggy. Loose at hem. Bought black and navy and stupidly took tags off both straight away. Wore black, gone in bin along with unworn navy. Very disappointed. Would normally put in charity shop but not good enough”

Helpful Report

Posted 5 years ago

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

Marks And Spencer Reviews