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

“failed to deliver on time for Xmas, refused to communicate.”

Helpful Report

Posted 5 years ago

“This Christmas I bought four packs of M&S party food, at £7 each. One of these offerings were so tasteless that I can't even remember what it purported to be. I almost choked on the duck croquettes as there was a piece of tendon or gristle or something in the one I had. The lobster/ macaroni pots were a total let down (incredibly bland and definitely not worth £7). Worst of all though, were the 10 x mini beef wellingtons. The word 'bland' would have been a compliment for them. They were utterly disgusting. There was a strange vinegary after taste, which not only ensured that we each had one bite and discarded the rest, but made me really angry that I'd paid a premium price for what should have been a premium product, then had to throw it all away. I bought buffet food from Tesco this year too and it was much more reasonably priced and far superior in comparison. I'm very disappointed in M & S this year and I certainly won't make the same mistake again. Their packaging may look fancy, but don't be fooled. You don't always get what you pay for.”

Helpful Report

Posted 5 years ago

“Disgusted at M&S the willows Torquay. The food hall is over crowded very difficult to social distance. Complained to a member of staff monitoring entry numbers to the food hall, their response was it’s up to individuals to keep 2 meters apart and it’s so busy because of the offers they have on. Yes individuals have a responsibility but so do M&S have a duty of care to limit how many people are shopping to make it possible to social distance. I felt sacred and vulnerable and will not go in that shop again. Clearly M&S do not care about their staff or customers”

Helpful Report

Posted 5 years ago

“Poor quality clothing. Customer service did not handle returns promptly. They wanted me to return faulty item in store for something I purchased online. Emailed their CEO and they offered a gift card. Complained again and I will get an email from HSBC within the next 3-5 working days to enter my details into the portal and finally get a refund. Horrible company to deal with. Lost yet another customer!”

Helpful Report

Posted 5 years ago

“Ordered a beef Wellington for Xmas eve dinner and I have to say it was awful. My wife made a beef Wellington last xmas and it was a 100 times better than this. The beef came from Shropshire Longhorn beef and the mushrooms from tescos and it was amazing. M&S you need to change your supplier of beef. Tasteless and bland. Never again and not worth £50 odd quid !!!”

Helpful Report

Posted 5 years ago

“First present sent was damaged, second lost, refused to help by ignoring all avenues of communication. Lost another customer”

Helpful Report

Posted 5 years ago

“Just spoke to an incompetent customer service rep in Retail Team. After spending 20 mins holding to be advised by the online team, he needed to transfer me to the retail team, who would be happy to help! Spoke to an incompetent lady!!! Advised her that I had a product issue with some bedding I had purchased in store, and due to being under Tier 4 lockdown I was unable to go into a store to return the item for a full refund. She did not have a clue!!! Told me I could go into a store and collect the item or I could send a friend to collect my food!! ??? I told her once again due to Tier 4 lockdown restriction we have been told to stay home by the UK Government! Again she just continued to tell me to go to a store and return my faulty product or send a friend! I advised her that she did not understand what I was saying, which she insisted she did, talking over me, again telling me to go back to the store to return the product or send a friend...Or wait till we are out of Tier 4 lockdown! I advised her no one knows when Tier 4 lock down will be lifted and I was not willing to wait for months for a refund. Requested to speak to her Manager and her name and she hung up on me!!! Absolutely disgusting incompetent service!”

Helpful Report

Posted 5 years ago

“Save yourself some grief. Queues for till go right round the store with no social distancing. Clearly about the money and not the customer. Braintree 22nd Dec 2020.”

Helpful Report

Posted 5 years ago

“Expensive Christmas Hamper ordered in plenty of time for Son and Daughter in law not delivered as damaged, no replacement offered, no joy from Customer Service by email, Facebook or phone. Extremely poor service M&S”

Helpful Report

Posted 5 years ago

“My husband ordered bouquet online as he is shielding so did not want to go out. DPD van arrived but by the time I got outside he had gone. no wonder. The box had been torn and bashed and was partly open. Appalling condition. As a result the flowers were badly damaged. As for the flowers they cost £20 and were no better than a bunch in a supermarket costing £5. Shameful. Rang to complain had to wait 15mins with music that would give you a migraine after 2mins. Sure this done on purpose so you put the phone down. Finally got through to be told I would have to send them pics of the flowers for them to consider a refund. Always thought M&S were customer focused and efficient. Using DPD who are the worst courier firm I have ever come across is a bad business decision. Avoid at all costs. Would give no stars if I could”

Helpful Report

Posted 5 years ago

“Christmas Food Hamper. Substitutions meant it wasn't M&S Food but just any old food!”

Helpful Report

Posted 5 years ago

“Unprofessional service ! I ordered a pair of shoes on the 30th of November and they are still in transit but I moved to another country for work reasons (and I adviced them by phone and email) so now I request a refund and their answer has been" we need to wait until the parcel come back to the sender and do the refund" are you serious? Plus If I have to add all the phone calls waiting for them without any reply I can reach a whole day of waiting !”

Helpful Report

Posted 5 years ago

“Ordered Christmas hamper gave 5 days notice, choose the delivery day they selected which was Friday 18th December, text message, it will be delivered 19th, then the 20th, then the 21st and now it’s the 22nd December. It’s simply not good enough. Won’t order again.”

Helpful Report

Posted 5 years ago

“Shoddy service all round!!!! Only giving M&S one star because I can't give a zero My wife ordered 20 Christmas hampers for a dementia club she works for in October 2020. On the 19th December she contacted Marks for a date and time for delivery only to be told that the order had been cancelled and a refund made. Up until then there had been contact from them and have left the club high and dry. Disgraceful service, no wonder M&S is struggling to survive. Steer well clear!!!”

Helpful Report

Posted 5 years ago

“Ordered a birthday cake online and paid via PayPal. No confirmation email from marks Spencer. Used their online tracking form and no trace of my order. 40 minute wait to speak to their customer services ! Now opened PayPal case against them. They obviously don't care but will take your money.”

Helpful Report

Posted 5 years ago

“would. give a zero if an option have ordered. some presents. with 3-5 days. delivery time. 11 days. still waiting to be despatched , rang the customer service after 40 mins a lady. who couldn't give a monkeys. said. basically she couldn't help. what. has happened to marks and spencers. shocking. will never order anything again from them. too unreliable”

Helpful Report

Posted 5 years ago

“I recently bought a pair of ladies leather boots from marks and Spencer online website . These were a Christmas gift for my mother and cost £59 On picking the boots up at a local click and collect point , I was shocked to find the leather boots had no protective packaging? The leather boots had just been placed into a plastic bag . The boots had zips at the sides and these obviously rubbed up against each boot causing scratches . I phoned marks and Spencer and it 30 mins to get through to customer services , I was pretty annoying and started to tell the foreign customer service advisor that I wanted to make a complaint to which she decided to end the call . Once again I phoned m&s and once again a 30 minute wait. This customer service advisor did listen to my complaint and told me that the boots were a luxury item and should of been packed accordingly. She then told me she world reorder the item and promised it would me packed in a protective box . Four days later I received the item , it was packaged just the same has the original boots in a plastic bag with absolutely no protection . Once again I phoned customer service , once again 30 mins wait , but this time customer service rep told me he couldn't help and I would have to wait for a manager to phone me back , I'm still waiting ?”

Helpful Report

Posted 5 years ago

“Delivery didn’t arrive after saying it was despatched. Also customer service don’t answer the phones .I would not recommend buying online fro their website.”

Helpful Report

Posted 5 years ago

“My item has been "On its way to the store" since 28 November 2020 and I have to claim it by 12 Dec 2020 (tomorrow) otherwise it will be cancelled. How can I collect something if it is not even there yet?!?!?! No answer on Customer Service. Appalling service!”

Helpful Report

Posted 5 years ago

“THINK TWICE ABOUT ORDERING GIFTS WITH M&S AT THIS TIME OF YEAR. I ORDERED FLOWERS ON 28 TH NOVEMBER TO BE DELIVERED TODAY (11 TH DEC) FOR MY MUM'S BIRTHDAY. ASKED FOR A GIFT CARD TO BE WRITTEN WITH MY MESSAGE AND PAID £4.99 FOR POSTAGE. THEY NOW SAY IT WILL BE 4 DAYS LATE. VERY UNACCEPTABLE M&S. OF COURSE NO ONE AVAILABLE TO SPEAK TO THE CUSTOMER.”

Helpful Report

Posted 5 years ago

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