Marks And Spencer Reviews

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

2.8 Rating 2,283 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,283 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Visited my local M&S store today in Cheshire Oaks to get a Meal Deal, what a waste of time. Three promotion ends on but with very little stock hence couldn't fulfil the promotion. The time was 5pm. Very poor service in my opinion, how do customers by fresh air?”

Helpful Report

Posted 4 years ago

“where are pyjamas in plain Jersey with pockets I am sick of seeing awful prints cuffed legs instead of straight leg with pockets I have only seen 1 and sold out tells you something get new designers with people want elegant things and marks no longer seem to do this.”

Helpful Report

Posted 4 years ago

“As a long standing Australian customer, I have to be certain of sizing etc as it is extremely time consuming and inconvenient to return anything that is not right which, until now wasn't needed. However, this year I did need advice on bra sizing and the advice I received was wrong, hence the bras I bought, (5 totaling $175 AU) were not the right size so the M&S advice cost me a great deal of money and bought me 5 bras that I simply donated to my local op-shop as they were not the correct size, even after asking sizing advice. But the worst thing is that even though I emailed and explained my disappointment to M&S, they didn't even bother answering or acknowledging what had happened. I submitted a review of the incident on their 'review' page but as I had mentioned a 'service issue' they refused to accept my review, even though I had included that the quality of the bras was fine. I then emailed M&S to tell them I felt that having a review process that only accepted reviews with no negative experiences was being a little less than honest and pointed out that there are more than their own sites where dissatisfied customers can make their experiences known and if they chose not to accept my review I would do what i am doling now but that didn't even get any reply so, M&S, if you can't accept that sometimes you do make mistakes and customers, (more than likely ex in my case) should be able to tell their stories, then you let yourselves down as well as your customers. Customer service is one of the most important areas any business should concern itself with but obviously M&S no longer think so.”

Helpful Report

Posted 4 years ago

“Just received women’s joggers. I have found these joggers to be of very poor quality, always have regular fit, these are far to long, thin material, suppose to be slim leg, could fit both legs into one, has draw string which is only decorative. Returning as soon as store re-opens.”

Helpful Report

Posted 4 years ago

“I bought a gingerbread house making kit from your store and it was pathetic. I spent two hours making it and the icing wouldn't hold it together. The roof kept on falling down and the sides just fell off. I think that this kit is a waste of my money and time. I don't advise you to buy it.(it ended up in six separate pieces of decorated gingerbread all on the floor)”

Helpful Report

Posted 4 years ago

“Why do M and S use Hermes for delivery? Yet again despite paying £4.99 for next day delivery Hermes failed. They always say they have tried to deliver even when I am at home and there is no calling card left. On further investigation and looking at tracking Hermes say there has been a delay at their end and it is not yet with the courier, this has happened at least three times now. I have previously spoken to M and S customer services but this is not a good experience as often long winded and frequently cut off. This time I have emailed and am hoping for some response. My advice, don't pay for next day delivery as Hermes... don't deliver.”

Helpful Report

Posted 4 years ago

“I ordered my boy school trousers and was very disappointed! What happened to The ark and Spencer quality !! I will return the 4 pair of trousers for my child ! Crispy and uncomfortable ! Shame because the style was perfect but terrible quality”

Helpful Report

Posted 4 years ago

“I am based outside of the UK, & ordered flowers for a very special person, specifically noted a request for a morning delivery. The flowers eventually arrived after 8pm at night, after delivery times were already extended. This completely defeated the purpose, receiving birthday flowers so late at night. The company shouldn't combine their standard deliveries with flower & gift deliveries, as they clearly can't cope. For something that was really important to me for someone special, turned out very disheartening to say the least. And one wonders what condition the flowers were in on arrival after travelling around the countryside for a day. I would opt for an alternative for flowers for special occasions. Very saddened and disappointed by my experience.”

Helpful Report

Posted 4 years ago

“I bought a 100 gram packet of cashew nuts after weighing 30 grams out for a recipe it became obvious that there were not 100 grams in the packet.”

Helpful Report

Posted 4 years ago

“Bought marks and Spencer collection crisps, their premium products, totally burnt, completely unacceptable quality control. Dreadful and just shouldn’t happen. A company obviously in decline”

Marks And Spencer 1 star review on 23rd October 2020

Helpful Report

Posted 4 years ago

“Non delivery. Two dates given, neither met, no follow up to find out that the delivery had not ben made, useless customer services, and phone calls to them are charged at prime rate. Will never order furniture from them again and have never had such bad service from any other online suppliers or had cause to complain to anyone before. I am very surprised that M&S should behave like this and treat customers so casually.”

Helpful Report

Posted 4 years ago

“Absolutely terrible customer service, ordered a mattress, got a delivery date, then date was put back 2 weeks, fully communicated at this time.....then received e mail reminder to say bed was arriving , 2 days before delivery got a time slot of 2 hours for delivery...on that day of delivery after waiting in all morning, no delivery came.....we rang the number of the delivery firm to be told they had not received mattress and M&S should of contacted us....NO NO CONTACT.......they put us through to M&S, after a 40 minute wait on the phone, they then hung up, rang back after 30 mins of no answer, decided to drive the 20 mile round trip to M& S....spoke to lovely lady who called customer service herself, another 30 mins to get through....only to be told Warehouse closed, and did not now anything, would call back Monday.....( a full Saturday wasted.....)...over next week, never got call back from customer service, although lady who helped at M&S, rang every few days to touch base....this went on for a couple of weeks, we have now finally got our mattress.... no apology or follow up from customer service....very very disappointed, I would never of thought M&S would have such a terrible service, .....”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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”

Helpful Report

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.”

Helpful Report

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!”

Helpful Report

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

Helpful Report

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.”

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

Marks And Spencer is rated 2.8 based on 2,283 reviews