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

“I about my treatment regarding a sofa bed I purchased online and paid for. There was an 8 week delivery.This suited me. After about 9 weeks I called to enquire about the sofa. He apologised saying for some reason they has not forwarded the order. He flagged this,and that I should receive notice soon.. I have called several times since,but waiting time is too long.. My work doesn't allow for me to.be.on the phone indefinitely tracking down my sofa.. I called this morning 5th June..13 weeks from my order.. After about 80 minutes being sent from piller to post,I was informed that they don't deliver to my address,therefore the order had not been made.. Not once in this whole fiasco was I informed that they don't deliver.. you sat on my money the whole time with not one piece of information. He did offer me to re order and it would take another unknown length of time..then I arrange to pick it up.. I feel completely let down by this company. This is not even to mention my disappointment with your flower deliveries..which is another matter.. I have sold my sofa while anticipating my new one.. What an absolute cowboy set up”

Helpful Report

Posted 4 years ago

“My recent purchase of yr product 03385371 (slim cropped jeans) were extremely disappointing. The coulour and fit on waist and hips were good. But they were not cropped, rather long jeans slightly too short. As all else seemed fine I paid to have them shortened. On they’re return I tried them on, put my hand in the front pocket only to find the material was so rotten my hand went straight through the fabric.”

Helpful Report

Posted 4 years ago

“Wrong Size Sofa - Ordered 'Nantucket Chais Corner Sofa'. After waiting just over 3 months for delivery when it arrived it was incorrect size. Sofa now blocks a doorway. With loads of chasing on our behalf, M&S have admitted that sizes on their website were incorrect but despite promises they will contact us to amend we have had no meaningful contact from M&S. Customer service is absolutely appalling. Timeline of events: 29/01/2021 - Sofa ordered online. 04/05/2021 - Informed M&S sofa wrong size and sent them photo proof with measurements. 05/05/2021 - Received voicemail from M&S simply stating that sizes were correct. Phoned customer services again and informed them none of our questions had been answered or photographic proof had been addressed. 13/05/2021 - After no contact from M&S contacted customer services and spoke 'customer referrals team'. They informed me their website had incorrect measurements and they would launch an investigation. 20/05/2021 - No contact from M&S. Sent email requesting update. 22/05/2021 - Received reply that someone would contact me. 26/05/2021 - STILL NO CONTACT FROM M&S. Emailed to request further update. 28/05/2021 - Received reply that someone would contact me. 02/06/2021 - to this date have still had no further contact or update from M&S.”

Marks And Spencer 1 star review on 2nd June 2021

Helpful Report

Posted 4 years ago

“As a regular customer every 2 weeks, spending between £120-£150 on food shopping. I've never had any complaints until I found a foreign object in a beef bolognese, ready meal. It was the size of popcorn which was grey, nobbley with the texture of pate. Absolutely disgusting... What happened to...ITS NOT JUST FOOD.. ITS M&S FOOD.. Now I've emailed on several occasions.. And I already sent ALL of the photos 3 times.. Nothings been resolved. Customer service is really poor.. Not a happy customer... I'll definitely give the legendary M&S a wide birth...”

Marks And Spencer 1 star review on 25th May 2021

Helpful Report

Posted 4 years ago

“Ordered garden furniture Capri sofa on 3rd May. Had to chase this order for delivery up as I had not heard anything two weeks had passed. After. 46 minute call wait to be informed the earliest delivery date would be 25th August!, so will have to wait months for garden furniture this year would have been nice. Be warned they take your payment in full and do not deliver, awaiting outcome. Customer services advised I have to lower my expectations 🤨 well Marks and Spencer please do raise your standards and deliver in the expected code of conduct timescales. There is no warning in the App where I ordered there are delays or out of stock evidently they informed me it appears on their website, I certainly was not aware. Stick to Amazon or other reputable on line providers.”

Helpful Report

Posted 4 years ago

“I paid for next day delivery and my item took 5 days to arrive! Never purchasing with them again!”

Helpful Report

Posted 4 years ago

“Moroccan spiced chicken wraps , purchased the ingredients for this dish as advertised by M&S was looking forward to dishing this up to my family but after following recipe instructions was very disappointed as my chicken was so full of water it completely absorbed the marinade ( yes m&s chicken) complete waste of time and money . 😡”

Helpful Report

Posted 4 years ago

“Just brought onions rings from M&S these must be the worst onion rings we have ever had full of oil and cooking instructions needed another 3 minutes so they were crispy.”

Helpful Report

Posted 4 years ago

“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

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