Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.12

2.1 Rating 1,183 Reviews

25 %

of reviewers recommend Marks & Spencer

Company Reviews

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Metrics

2.1

Based on 1,183 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 64%
Accurate And Undamaged Orders	Greater than 49%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	1.6 out of 5
Returns & Refunds
Refunds Process	Difficult

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Phone:

ph:+44-33-30148000

Email:

retailcustomer.services@marksandspencer.com

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Marks & Spencer 5 star review on 7th November 2024

Wendy

Marks & Spencer 1 star review on 4th August 2024

Lozenge

Marks & Spencer 1 star review on 16th July 2024

Anonymous

444

Anonymous

Anonymous // 01/01/2019

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“Recently joined their Rewards & Sparks & really enjoying the benefits. Great stores & cafés.Always excellent service.”

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Posted 2 years ago

“My birthday flowers have just arrived and they are terrible. They look dead, i am so dissappointed.”

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Posted 2 years ago

“Appalling. Half dead flowers sent to a bereaved friend. Cost £35. Deeply shameful and insensitive”

Marks & Spencer 1 star review on 30th November 2022

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Posted 2 years ago

“my mam got flowers delivered for her 80th the box was damaged the flowers were very dry turning brown for the price there was just 2 roses in they were a disgrace I will never use m&s again she got some from a supermarket cheaper and they were much better I did ring and complain and they sent more but there were just as bad!!”

Marks & Spencer 1 star review on 27th November 2022

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Posted 2 years ago

“On 3 occasions in recent weeks our family have had flowers delivered and on each occasion they have been absolutely awful, almost dead or with one of the planted baskets all the flowers and compost was out and a total mess which my 90 year old mother had to clear up and try to re plant. They really are relying on the M&S name being quality, but unfortunately in my experience and I’m sure many others this has not been the case. And you really cannot tell the sender without sounding ungrateful, so in effect it’s like streaming peoples money without any responsibility regarding product”

Helpful Report

Posted 2 years ago

“Ordered a celebration bouquet champagne and chocs for Aunts joint 90th and golden wedding. They arrived at 7pm after being loaded on Yodel van at noon. The flowers were done. How many special days do you get in your life? Customer advisor said we cant do anything and for me to ask the recipient what was the condition ...how could you phone up and do that? how humiliating! If M and S cant be trusted to carry out such a emotive trusting service they shouldnt be offering it. Appalling!!!!”

Helpful Report

Posted 2 years ago

“I ordered a bouquet for my aunt's 100th birthday. It was delivered by dpd courier. Despite saying "fragile" on the box and handle with care fresh flowers. The box was dented, dropped on the porch at 7.30 in the morning and left. When opened the flowers inside were wilted and didn't last the day let alone the 5 guaranteed days. An absolute waste of money. Don't waste your money support a local independent florist instead, which is what I'll be doing in the future”

Helpful Report

Posted 2 years ago

“Sunflowers orded by our son for my wifes birthday. Yodel delivered them, we didn't know any thing about them as they were to be a birthday surprise and they were certainly that. They were left in our porch, driver never wrung the doorbell or knocked on door we only knew someone was about due to our dog started barking. The boxed flowers was soaking wet,damaged and severely tapped up with brown tape. When we got into the box we found the water bag empty and the flowers in a disgraceful condition. Reading all of these awful reviews does anyone at M&S take the trouble to read them and do something about them. M&S need another courier as these flowers should not have delivered in that condition. DISGUSTING.”

Marks & Spencer 1 star review on 24th November 2022

Helpful Report

Posted 2 years ago

“I ordered some flowers to be delivered for a relative's 70th birthday. Order number 306-0041387-1577407 The flowers were scheduled for delivery on Monday 21/11/22. On phoning my relative (6pm)no flowers had been delivered . I waited for 15 minutes for the M&S adviser to answer the phone . The phone line was awful and it was very difficult to understand what was being said . The advisor sounded disinterested and made no apology about either the time I had waited on the phone or the fact that the flowers had not been delivered. She said ' ok do you want a refund? ' I asked when the flowers would be delivered and she replied that they were held up by Yodel and that they would be delivered tomorrow. It was only when my daughter took over the call that I was offered a refund . The flowers were finally delivered a day late and my relative sent pictures. I can honestly say I was speechless- they were half dead and did not resemble the pictures on the site I ordered from.”

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Posted 2 years ago

“I ordered flowers from M&S as I had been doing after watching Denise van outen webinar months ago. Every time in the past they’d been incredible. But this time was a different story! I ordered them on 14.11 & it was 21.11 & still nothing!! So I called customer service to enquire. They said they had got lost. I was shocked! Had I not called I would have received nothing & paid for that luxury. The customer service person said they’d refund me but that it would take 5 days. Anyways, tonight I did receive the flowers! They were wilted. I am so disappointed in the service but don’t understand why!! I’m glad I asked for a refund but annoyed it will take 5 days to appear in my account!”

Helpful Report

Posted 2 years ago

“Wrong address. Not able to amend order straight away. Delivered very late in the day. Will not be ordering again! Absolutely awful experience and customer service.”

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Posted 2 years ago

“I have ordered flowers for my husband's birthday from M&S. The quality was awful. The flowers where half dead, no water provided during transport and therefore didn't look like what I ordered or expected. I contacted M&S via online chat and they resend a new bunch of flowers, no apology though. Today the new "fresh" flowers arrived and they look as tired and dead as the previous bunch they sent. Never again.”

Helpful Report

Posted 2 years ago

“I ordeted flower for my sister in laws 70th Birthday order number 301 0041090 6386786 I was shocked when my sister in law sent me a photo thanking me not only were they nothing at all like the flower I ordered which where Autumn colour roses and lilys they were off white Roses half of them had turned bown at the edges no water Certainatly not suitable to give to someones to wish hsppy birthday this is the second time I have had a bad experience with M&S flowers I will be posting pictures on facebook instagram and all media outlet if you want to see I also phoned your call center to complain to a very nice guy who kept telling me how sorry he was number one not his fault and two doesn't help me I am now on a mission to expose M&S flowers to be a rip off £40 for a bunch of half dead dirty white roses”

Helpful Report

Posted 2 years ago

“My friend messaged me yesterday to ask about the flowers i had received earlier. Unfortunately i did not receive them despite her being told they had been delivered. The screenshot could have been anywhere and certainly not my property. Customer service could not say where they left? Apparently i will get them Saturday . Very upset for disappointment and worry this has caused my friend . Not what I would expect from M&S.”

Helpful Report

Posted 2 years ago

“My sister sent me flowers from marks and Spencer last week. They had no water or any other means of keeping them fresh and I had to throw half the bouquet in the bin as they flowers (including several rises were withered or wilted. I didn’t tell my sister as knew it would upset her. The worst flowers I have ever received. I’ve received flowers from M & S in the past and have always had to bin a few blooms so obviously a thing with this company, this really is the worst yet! I didn’t think to take photos. I will in future!”

Helpful Report

Posted 2 years ago

“I have received a bouquet of flowers for my birthday from a friend. It arrived not only a day late but the DPD driver just left the box on the doorstep. It was not packed with any water reservoir so was all droopy and squashed. I would have expected a better service from M&S!”

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Posted 2 years ago

“Torquay reviews who would want to shop in that store clearly managers you don't won't to complain about there reviews make that clear to all that take the time to read them and that's there flagship store clearly in desperate need of a new General manager that can lead by example and have control of her staff they say your as good as your leader ????? have to say that store is the talk of Torbay”

Helpful Report

Posted 2 years ago

“i have shopped at the willows Marks and Spencers for 30 yrs or more and spent a small fortune at xmas because my wife and i love there food i two have been on the wrong side of this very unpleasant Nicola section so called Manager so after reading the review about her and her girlfriend sending the police to a customers home with allegations which seem to be completely false and even the staff at the store said it was it was evil what they did but unfortunately all that Nicola can say is he got what he deserved and then burst out laughing all i can say is how cringe she is these reviews have made my wife and myself take our business to another store and on top of this the General Manager banned him from her store for rewarding her staff for there excellent customer service skills they have Destroyed the good name that store once had and everyone in Torbay are saying how did they get away with treating this innocent kind gentleman like this i am told people that no him say he is hurt by all the Lies they have told”

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Posted 2 years ago

“Delivered to late for birthday and left on doorstep flowers were in bad condition no water and squashed not good enough 😤”

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Posted 2 years ago

“These roses have apparently been upside down during delivery. With no water or enclosed gas filled bag the heads were quite flaccid. So disappointed.”

Marks & Spencer 1 star review on 4th November 2022

Helpful Report

Posted 2 years ago

Marks & Spencer is rated 2.1 based on 1,183 reviews