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

“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

“Had flowers delivered to me today for Mothers Day. Was supposed to be accompanied by a bottle of Prosecco. No Prosecco.. my daughter phoned up to complain and was told that they will deliver tomorrow. Tomorrow is NOT MOTHERS DAY. We will wait and see. They take your money and are not bothered. Won't be using them again.”

Helpful Report

Posted 4 years ago

“Pitiful Flower Delivery by M&S Absolutely furious that my mum recieved a wilted bunch of nothing today which looked absolutely nothing like the beautiful and expensive bunch I ordered! Flowers that there were were tiny and broken. All just leaves and twigs. If I could post the pitiful picture of what they look like I would! No option to complain apart from phoning a number that puts you on hold for forever! No option to email or anything. I am left disappointed and horrified that my mother recieved THIS For Mother’s Day when I though M&S were meant to provide quality. Will never trust them again.”

Helpful Report

Posted 4 years ago

“Ludicrous service where you are lied to! I bought the wrong product and told me to come the next day to change it. Surprisingly, the next day they say they can't do it! The manager treating with such a lack of respect that you feel that you're speaking to a wall. This is shameful and they show a terrible image between lies, false committment, absence of respect and lack of consideration of even looking for an agreement. I've lost trust in this company and will never go back.”

Helpful Report

Posted 4 years ago

“Shocking online service from M&S. Ordered items on line, paid and received confirmation emails. This morning received 2 cancellation emails stating no stock. I cannot understand how a company the size of M&S cannot have proper stock control measures in place. Very disappointing.”

Helpful Report

Posted 4 years ago

“Had trowser order cancelled (can't understand how they don't have proper online stock management) but I can't cancel the jacket as is now not wanted without the trowsers. I could reject the order but most deliveries and just left at the door to the flat, so I doubt I will be able to do that. Not impressed with M&S.”

Helpful Report

Posted 4 years ago

“Rude, aggressive and abusive floor staff and customer service; more so these behaviours are permitted by their unskilled management team. No intention to resolve any matters or complaints with customers but to get them out of their store (M&S Pantheon Oxford Street) the quickest when complained in person; along with the false promises in sending the result of their investigation to customers, no courtesy to reply to emails either. Good at avoiding problems or complaints by the Store management team and by ignoring the customers in concern. Absolutely bad customer service and business practices. So be aware when shopping with this outfit and the treatment you may received. I wish I could give them zero stars!”

Helpful Report

Posted 4 years ago

“Purchased Full briefs in December and every pair of briefs I have had to throw away as the elastic has riped very disappointed”

Helpful Report

Posted 4 years ago

“Disappointed that most M&S men’s polo shirts only have a 2 button plaque instead of the traditional 3 button associated with the classic polo shirt. Is this a cost cutting exercise ?”

Helpful Report

Posted 4 years ago

“I contacted M&S live chat regarding a pair of faulty Sophia Jeans. I explained that I was shielding and could not return the jeans. I was then given further contact details with the assurance that it was not a problem and I would receive a new pair by post and could return the faulty ones in the delivery packaging. I contacted their customer service, waited days for a reply. I then received an email which I promptly replied to and sent photos of the condition of the jeans. These brand new jeans are disgraceful ( inferior dye problems and fraying edges). They actually looked more like second hand. The emails went back and forth for a few weeks and then finally I was told that I would have to return them to store. I explained, AGAIN, that I have heart and kidney issues and could not do that. I was basically ‘fobbed off’ Then - no further response. Even though I tried to contact them again, my emails were simply ignored. I was led to believe the quality of these jeans were a ‘one off’, but have noticed that many others have also complained about the fabric quality. As a Marks and Spencer’s customer for many years I suddenly realised that customer loyalty no longer matters as far as Marks and Spencer’s are concerned, so...... sadly I will have to purchase both my husband’s and my clothing elsewhere. I have had to rate this one star because there was not an option for a ZERO.”

Marks And Spencer 1 star review on 24th February 2021

Helpful Report

Posted 4 years ago

“Mark’s & Spencer at Imperial Park (Bristol) needs a serious look into from a area/regional manager!... surely when a store opens its doors for business, the shelves should be stacked ready for the customers and not have 10+ staff running around with stocking crates getting in one another’s way!?... it’s literally chaos, not to mention the health & safety negligent!, plus the 2mtr social distance rule is blown out of the water because everybody is bumping into each other trying to manoeuvre around all these crates?!?... it’s literally everyday this happens and it’s an absolute nightmare!!!... just split shift the staff and get the shelves stacked before you open... it’s not hard?!?”

Helpful Report

Posted 4 years ago

“Got to be honest the m and s dine in meal was not up to its normal standard. The beef love parcel was more like dog meat than what I expected and the prawn cocktail was tiny with no lettuce. Totally disappointed!”

Helpful Report

Posted 4 years ago

“I received a pair of straight leg jeans £27.65 last November, too big. Returned them through click and collect the following week and the refund has still not appeared on my m &s credit card. Very difficult to talk to anyone at m & s so will be shopping elsewhere and giving up my credit card if not refunded soon.”

Helpful Report

Posted 4 years ago

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