Marks And Spencer Reviews

Name: Marks And Spencer
Address: Waterside House, 35 North Wharf Rd, London
Rating: 2.79

2.8 Rating 2,299 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,299 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

“I have been going to Mark's and Spencer in sale for over a year I travel there from burnage why do you not supply crinkle cut chips had them from here over a year ago but you not had them since so disappointed first thing I do is go to freezer and none WHY”

Helpful Report

Posted 4 years ago

“Ordered a console table in January and it didnt arrive for 3 months. I kept getting calls from the UK saying our product isnt in stock yet and the delivery will be delayed. I asked them to change the number on file to my partners as he working from home and will be there for delivery but he is also more able to take a call during work. They kept calling my number on a biweekly basis and pushing the delivery back by 2 weeks. Whenever we rang customer service for an update we were left on the phone for 15-25mins being fobbed from one person to the next, and all we got was an insincere 'we apologise for any inconvenience' and then we'd be given a new delivery date, which ended up being changed a few days later anyways, they'd call my phone when i was in work and not my partners as I had requested on multiple occasions. Never, ever again, absolute nightmare, desperate 'customer service' -total joke”

Helpful Report

Posted 4 years ago

“Bought new dish of dim sum, dreadful. Do not buy, steamed or microwaved they are a gluey indistinguishable flavoured filler. Very unlike M and S to be selling. They did refund but extremely disappointing”

Marks And Spencer 1 star review on 22nd April 2021

Helpful Report

Posted 4 years ago

“I took a pet policy out in respect of my cat. The premiums were very high which I was happy to pay as I hoped that in the event of my cat's illness I would received prompt payment and good service. I received neither, I had to send over 10 emails before the claims department would even process my claim. The excess is extremely high even though I had a premium product on top of the excess there is a 20% excess I have never come across this before. They took nearly a month to pay me and still owe me 36 pounds, It is the worst insurance I have ever used.”

Helpful Report

Posted 4 years ago

“M&S have gone downhill beyond belief. I will never order flowers or anything else from them - this is after 30 years as a loyal customer. I have had 5 deliveries (more fool me) gone wrong - flowers for special occasions undelivered without any notification. Each time refunded but not the point as each occasion missed - there have been a number of other significant problems with other orders too. Customer service appalling - what has gone wrong? Nobody cares.”

Helpful Report

Posted 4 years ago

“Bought flowers online for delivery over a month away, called to change the address, can’t make any changes or cancel unless within 30 mins after purchase. This was a day or so after I ordered, absolute joke!”

Helpful Report

Posted 4 years ago

“I have a coeliac condition and a gluten free food requirement. This is not a food fad but it is essential to my good health. I have regularly been able to source excellent products at M & S food in Moortown, Leeds. Currently there is a preponderance of Plant Kitchen products that I can't have. Staff were unable to provide information or any prospect of essential availability so we will have to try other options elsewhere and hope for the best. Any explanation and possible solutions would be greatly appreciated but I do not expect a response.”

Helpful Report

Posted 4 years ago

“My experience with Marks and Spencer delivery has been terrible - they use Hermes and when you try and order multiple things they come on different days, meaning you have to continually liase with hermes. I have lost items (because I asked Hermes to leave the item in the bin outside my house and it was gone by the time I had managed to come home). I have not been offered any refund on the items that i never received. I really expected a better service from them rather than having lost substantial money and time.”

Helpful Report

Posted 4 years ago

“Ordered Christmas gifts online in December. Didnt get some of my order. M&S customer service sent me a link which was not correct. Tried to contact them again but to no avail. Felt very let down by CS . I paid for these clothes and never got them .”

Helpful Report

Posted 4 years ago

“I absolutely love Mark's and Spencer food products but the website is dreadful to say the least. I can imagine they probably lose so much potential sales due to the fact that customers are unable to search particular items. I was trying to search boxes of chocolates and tins of biscuits as I wanted to order some to give after a party. I know for a fact they are available but they are not accessible on there the website even to view. I have this problem all the time with their website, it's a shame because their chocolates make excellent gifts to give people and some times you want to check the website to checkout prices before making a trip down their which unfortunately you can't. So many of my friends have said the same thing. If your looking for ways to improve, start with your website. Your honestly losing so many sales. Just spent over £200 in Thortons on boxes of chocolates which I would have preferred to get from Mark's and Spencer's, but couldn't view options and prices on their website.”

Helpful Report

Posted 4 years ago

“Order online with Marks and Spencer and paid via Clearpay. Marks and Spencer charged me twice for the order. It is proving very difficult to get my money back. It is impossible to speak to anyone in the finance department and I have sent two emails with clear evidence that they have overcharged me. I am not looking for compensation just my money back. Please be careful when ordering online with Marks and Spencer especially if using Clearpay.”

Helpful Report

Posted 4 years ago

“Was given a £50gift card as a present. This card needs redesigned. It is not customer or user friendly. No instructions are given on how to retrieve the value or indeed to remove the foli to disclose the security code. Dear help any visually impaired or elderly customer trying to use it. You need to do bettet”

Helpful Report

Posted 4 years ago

“If you purchase online with M&S, find out if they use Hermes UK as there courier. I personally would avoid doing business if they do. Its been a week since I placed my order and still no garment received. Parcelforce got it to me on the day that I expected it. So, you have been warned!!”

Helpful Report

Posted 4 years ago

“Yesterday at midday went to M&S in Market Street, Manchester to return a pair of school trousers that I bought the day before and were too small for my son. The woman working at the till was very rude. She explained to me that the shop label was missing and she would make an exception this time but in the future I won’t be able to return anything with the label missing. Fair enough, I understand it’s a store policy even though I had the receipt, the hanger and only bought the trousers the previous day. The issue I had was the extremely rude attitude the woman had towards me from the beginning, none greeting or hi, just right to the point in an aggressive and confrontational manner when I was trying to explain that I don’t remember taking off the label but could have happened. Sometimes people are tired and do things without realising. Never have been treated like that for no reason. It was shocking.”

Helpful Report

Posted 4 years ago

“Would have given no star if possible. Found an inch of 1/4inch cord in my minestrone soup tonight - was so nearly sick but pleased not to have ingested it. No way to get through to Royston store at 7.30 pm having already failed online & by phone via website - people could be choking & I have no way of warning anyone until tomorrow in store. Crazy”

Marks And Spencer 1 star review on 22nd March 2021

Helpful Report

Posted 4 years ago

“I have buy two trousers over two and a half months and haven't received, when i have sent several email to M&S and they said:we're going to investigate, this was already almost two months ago, the worst is when contact customer service if I give my order number they turn off the phone because they said I need 14 number and my order only have 8 number, I have to say, it's the worst customer serve I've ever seen, They hung up the phone in my face because my order only have 8 number. Customer service are never trained to be aware if someone call with 8 number order. I spend on the phone over 30 minutes and i was calling from Jersey channel islands. I really don't recommend buying anything online from M&S. I'm 50 years old and i've bought so many things online and the first order I made with M&S this have Happen, the management from M&S they don't care about customers. Justto let you know,last week I contacted customer service and they said: one of ar management going to call me back, today or tomorrow. That was last week, they niver call me back. Avoid shopping online with M&S because they just don't care about the customer.”

Helpful Report

Posted 4 years ago

“Once again a really good bargain bought online gone missing. After paying too it is now out of stock. Why when not my fault should I wait nearly a week for refund. Something not right somewhere when stock orders can’t be controlled properly I have lost faith in Marks now. Carry on like this and you will lose customers”

Helpful Report

Posted 4 years ago

“My son ordered flowers for mothers day at least 3 weeks ago to be delivered on Sunday. They didn't arrive at all so I was very disappointed and upset to say the least !! If you can't deliver your service as promised 100% you shouldn't be taking people's money. Thanks for ruining my day !”

Helpful Report

Posted 4 years ago

“I sent flowers to my elderly parents from M and S. The flowers arrived on time and on the correct date. They arrived in a very large cardboard box[really not necessary for the amount of flowers inside] They were appalling, nothing like the picture and pretty much dead. We left them for a couple of days to see if there was any improvement. By this time leaves and flowers were just falling off. So disappointed, I will not order again from them and I definitely would not recommend.”

Helpful Report

Posted 4 years ago

“Ordered flowers for Mother’s Day two weeks before the day, with named day delivery. On the morning of delivery the courier tracking was updated to say delivery would now be the day following Mother’s Day. Called M&S customer service, who provided no help, just offered a refund, which doesn’t help my mother celebrate Mother’s Day. The following day M&S sent an email to say the order was delivered, but upon checking the courier tracking, the order was damaged upon receipt at their depot and disposed. No delivery, no Mother’s Day present, nothing. No way to complain to M&S, they no longer accept emails or paper mail. Absolutely atrocious service. I’ve apologised to my Mother and now placed a separate order via Interflora, so she will get some flowers 2 days late. I will never order anything from M&S again.”

Helpful Report

Posted 4 years ago

Marks And Spencer is rated 2.8 based on 2,299 reviews