Name: Marks And Spencer
Address: Waterside House, 35 North Wharf Rd, London
Rating: 2.78

“I had ordered flowers and champagne as an 80th birthday gift to be delivered today to someone very important to me. M and S damaged the gift in transit and informed me at 12 pm today, giving me the choice of a refund or delivery on a new date. I spent the next hour talking to 3 different people who were emphatically not willing to look at any option for being able to make this right for me. I asked to speak to the head of the “elevation” department, the director of customer care or the CEO and was repeatedly advised that none of these people are customer facing and (apparently) do not EVER speak to customers. I suggested several alternatives, including sending any nice bunch of flowers and bottle of wine from any store as a replacement for the damaged gift, but was told (also) emphatically that this was also not possible, even though five hours of the working day remained. I have been a loyal M&S Customer for decades. I chose M&S to deliver my gift when I had hundreds of other options. I think the way my request for help was handled today was truly awful and M and S customer care is woeful.”

Helpful Report

Posted 2 weeks ago

“I ordered flowers for my sister for a day that is very special to her concerning her late husband. She was expecting the delivery so waited in all day, turning down an offer to go for coffee with a friend. I had a message to say that the 'parcel' was delayed. This may have been OK if the parcel had been an item of clothing or other non-perishable goods but surely not for flowers. For one thing, flowers are often send for a special day and they droop very quickly. They arrived the next day which completely ruined the occasion.”

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Posted 3 weeks ago

“Rushed into my local M&S mini-store for a couple of items. Had an empty transparent carrier bag, so popped the couple of small items in there. On my way to tills to pay, when accosted by an M&S lady, thrusting an empty wire basket at me - telling me in a stroppy manner, to use it, instead of my clear carrier bag. No signs anywhere stating this. 'Chief Executive & 'Customer Relations' then lied about what happened. M&S gone downhill!..I won't shop there again!”

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Posted 1 month ago

“Online order, nominated day delivery 18th of March a gift has never been delivered, zero communication from M&S, no refund, no update, I have to call them and chase my order I paid for. Extremely poor and disappointing.”

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Posted 2 months ago

“Do buy any items that need authorisation at the self service checkout at M&S Peel Centre Barnsley. Staff are not interested in coming to your assistance to authorise the goods ,so you just have to leave them at the till and shop elsewhere.”

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Posted 3 months ago

“I paid for next day delivery, and got notification that they coulnt deliver until next working day, which wouold be three days from me ordering I called customer services and after an extremely long wait, the operator tols me her line maager said no refund, unless it doesnt arrive on Monday. BUT THAT WOULD BE 3 DAYS LATE. i paid extra for next day for a reason .....”

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Posted 4 months ago

“⭐ 1-Star Review I am deeply upset and disappointed with my recent experience with Marks & Spencer. An order totalling £161 was placed using my payment card without my authorisation, and this has left me feeling completely let down by a company I once trusted. The fact that such a serious breach of customer security could occur is unacceptable. Because of this unauthorised transaction, I was forced to cancel my credit card, causing significant disruption and stress. What has made this situation even worse is the lack of clear communication or reassurance from M&S about how my refund will be handled now that the original card is no longer active. Despite reporting the issue promptly, I received no formal apology, no acknowledgement of the distress caused, and no offer of compensation for the inconvenience and anxiety I’ve had to deal with. The absence of accountability has completely shaken my confidence in using the M&S website again. This experience has been extremely disappointing and has made me feel like customer protection and care are not being taken seriously. I expected far better from a brand of this reputation.”

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Posted 4 months ago

“⭐ 1-Star Review I am deeply upset and disappointed with my recent experience with Marks & Spencer. An order totalling £161 was placed using my payment card without my authorisation, and this has left me feeling completely let down by a company I once trusted. The fact that such a serious breach of customer security could occur is unacceptable. Because of this unauthorised transaction, I was forced to cancel my credit card, causing significant disruption and stress. What has made this situation even worse is the lack of clear communication or reassurance from M&S about how my refund will be handled now that the original card is no longer active. Despite reporting the issue promptly, I received no formal apology, no acknowledgement of the distress caused, and no offer of compensation for the inconvenience and anxiety I’ve had to deal with. The absence of accountability has completely shaken my confidence in using the M&S website again. This experience has been extremely disappointing and has made me feel like customer protection and care are not being taken seriously. I expected far better from a brand of this reputation.”

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Posted 4 months ago

“I hardly ever buy ready meals and always cook from scratch, but on this occasion I thought I would treat myself to a quick tasty meal- oh goodness me - never again - what a waste of money, I ate just a few mouthfuls, then threw the whole meal in my food waste recycling bin, which I then took straight outside to be emptied tomorrow by the bin men, as the stench was awful. Described as “chargrilled chicken chunks and courgette in a creamy basil and mushroom sauce” This was NOT creamy, it was swimming in water not cream, and covered literally saturated in garlic. So strong that there was no other taste, was like eating raw cloves of garlic absolutely vile. I have tried 3 times to upload a photograph of the external wrapper but it will not load.”

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Posted 4 months ago

“I felt quite ill in marks and spencers Staines this afternoon I genuinely felt sick and thought I may throw up I was also quite visibly shaking I didn't know what was wrong with me so I asked a young man are there any customers toilets to which he replied no you got to walk to Costco or Next which was a good walk away so I said ok but carried on with my shopping when I got to the till I just could not hold my sickness anymore and asked the woman on the till could someone take care of my shopping as I felt very ill and again still visibly shaking I said ill have to try to get to Costco before I throw up and all she said was we can pop your shopping into the fridge while you go out and over to Costco I really do feel that I should have been offered the facilities in the rear of the shop I'm very disappointed in the staffs lack of consideration.”

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Posted 4 months ago

“Visiting a store to buy men’s shirts can be simple—unless you don’t know your neck size! Recently, I wanted to find a tape measure in an M&S store to check mine, but things quickly went downhill. When I asked for help, the first assistant sent me to the Paying Desk, then the second suggested the fitting rooms. At the fitting room, an attendant said he’d go downstairs to find one. After a while, he came back, apologising that the store didn’t carry tape measures. Frustrated, I raised my voice at the checkout, and suddenly, a tape measure was found. This poor customer service really spoilt my shopping trip. It’s disappointing to think I now have to travel to the Warrington or Manchester branches, even though there’s an M&S just a couple of miles away. Good service matters as much as the products we buy!”

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Posted 5 months ago

“I spent £93 on a turkey crown which was very poor quality. Very disappointed.”

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Posted 5 months ago

“Bad quality. My husband brought me a dressing gown costing £30 from M & S . However once I tried dressing gown on today I noticed the pocket half hanging off . My hubby and i was so Disappointed. The quality of the items have gone downhill so won't be purchasing anything from M & S again”

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Posted 5 months ago

“Poor Quality I have always purchased the black and white shoe trainers and they have been great. Used to pay £45 used them mainly for work. The new ones are £30 and really cheap and poor quality. I also purchased a pair of Autograph black and white more exspensive as expected but the sizing is all over the place. I purchased 9 but the actual size is nearer 10. Come on M&S set yourself aside from the race to the bottom in manufacturing, stick to your ethics and trade back up. Regards Chris”

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Posted 5 months ago

“I have never had a bad experience at M&S until yesterday. I went to pick up a pre ordered pair of jeans. No customer service just a machine. I pressed help and the display said someone will come. I stood and waited no one arrived. Then another customer arrived used the machine. So I asked what to do. She helped me. Then a person arrived for the customer behind me. I said I was next. He said no your not, I told him he was mistaken. Still ignoring me, eventually he came out with my jeans. I have often ordered clothes via collection but I won’t do this again if no one bothers to respond to me asking for help. Store cortonwood Barnsley”

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Posted 5 months ago

“16.5 percent price increase on the 2 pizza meal deal. was £12 now £14...obviously Marks and Spencer's £512 million profit margin for 2025 was not sufficient for them. I'll be going to Aldi next time i think.”

Helpful Report

Posted 5 months ago

“Blatant Disability Discrimination & Corporate Evasion. If you want to see how a major retailer can systematically fail a disabled customer, try the M&S Menswear department in Manchester. My partner and I went in to the Market St menswear department simply to buy him a suit, which we did purchase and spent £320 on for the pleasure of being discriminated against. As a wheelchair user I was followed, treated as a suspected shoplifter, and spoken to in an openly hostile and intimidating way by a female employee who should have been helping us. My disabilities and access needs were ignored (we should have been helped to bring in different sizes, and when we did so ourselves given the total lack of help we were treated as potential criminals), my attempts to explain were dismissed, and a routine visit became a degrading, frightening ordeal. When I complained, it got worse. M&S relied on inaccurate, self‑serving and at points, in my view, plainly fabricated staff accounts, using pathologising and discriminatory language to describe me. They then conveniently “lost” the key CCTV footage that would have shown what actually happened. Rather than acknowledge any wrongdoing, they hid behind internal processes, escalated to their lawyers because I referred to breach of the Equality Act, and treated me as a legal problem to be managed away rather than a disabled customer entitled to truth, dignity and basic equality under the Equality Act 2010. They also included what I consider to have been plainly fabricated statements from their staff – especially the security guard who appeared to present himself as a manager, and who used language referring to disabled people in his statement that I would never use myself, which I consider further proof it was fabricated and which was not even dated. In my view, this entire incident was a clear breach of the Equality Act 2010, but M&S know very well that pursuing a claim is rarely worth the time, energy and financial risk for an individual – and they behaved as if they could get away with it. All their public talk about access and inclusion rings hollow when set against how they actually treat a disabled customer who dares to complain. The correspondence has been a masterclass in corporate evasion: no transparency, no accountability, no genuine investigation, no safeguarding, and no real understanding of their duties to disabled people. This is not a simple customer‑service blip – it is a deep, structural failure in how M&S chooses to treat disabled customers. If you value honesty, safety and respect for disabled people – indeed for all customers – think very carefully before shopping here.”

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Posted 6 months ago

“Yesterday we purchased a lasagne which was previously called the best a customer service employee explained that this was now superseded by Tom kerridge product which had also gone up in price from £9.00 to £10.50. To say we were disappointed was an understatement, the meat inside had no taste and looked like baby food which had already been purreed. Needless to say we would not been buying this again.”

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Posted 6 months ago

“I would put 0 stars if that were an option. Your website has been unbearably slow for the past six months, and it’s getting worse. Soon people will start shopping elsewhere, and then you’ll start to cry. Please either fix your site or close your branches. Thanks in advance.”

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Posted 6 months ago

“Just not happy with M & S now. Quality not what it was. What happened to the ladies classic section? I still have and wear garments from before covid. Also when visiting the Fosse Park store things seem to be all over the place.”

Helpful Report

Posted 6 months ago

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Email, Telephone

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