Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.10

2.1 Rating 1,218 Reviews

25 %

of reviewers recommend Marks & Spencer

Company Reviews

Questions

Metrics

2.1

Based on 1,218 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 1 star review on 4th April 2025

458

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ordered flowers and Prosecco for my daughter for passing an exam. The Prosecco bottle squashed the flowers. I sent them photos of the squashed flowers and got a £5 Gogw voucher for damage to the box!! Totally disappointed and disgusted with them and their attitude towards this. If this was a big!! Item would it be replaced if damaged in transit?”

Marks & Spencer 1 star review on 26th November 2021

Helpful Report

Posted 3 years ago

“Flowers have not turned up at all! Paid for next day delivery! No way to complain! Fuming”

Helpful Report

Posted 3 years ago

“last week I was sent MS roses for my 75th birthday.They were soft and dry and three of them had lost most of their petals. I sadly told the sender as I thought they deserved a refund. They opted to resend and today I have just opened another ten pink and white blooms which look sad, tired and thirsty. Before I could put them into water many petals had fallen just as in the first bunch. my one star review is for the scent of them. Totally sad, should I tell the sender again?”

Helpful Report

Posted 3 years ago

“I received roses from my daughter they were beautifully presented but when I opened them up they were all dried up and dying. There was a note enclosed saying they have stopped puting water in their flowers to save the environment meanwhile killing beautiful roses. A rethink is definitely needed to this new venture or a lot more complaints will be coming.”

Marks & Spencer 1 star review on 18th November 2021

Helpful Report

Posted 3 years ago

“My daughter sends me a beautiful boquet of flowers from M and S every year.This year however the flowers were so dissapointing. They looked liked they a five pound bunch of flowers my local garage sells.”

Helpful Report

Posted 3 years ago

“Awful quality, half dead when arrived and were no different after 24 hours in water. An expensive bouquet sent by an elderly relative for my birthday. M&S refused to discuss with me as I hadn’t ordered them. The complaint Had to be initiated by the purchaser who would have been devastated that she had spent her pension on poor quality flowers. Do not send flowers from M&S”

Helpful Report

Posted 3 years ago

“Flowers ordered for a birthday arrived a day late. The condition of the flowers was disgraceful. M and S should not be allowed to have a flower delivery business as other family members have had the same service. Shameful.”

Helpful Report

Posted 3 years ago

“I ordered flowers in plenty of time for a birthday. On the day they should have been delivered I got an e mail saying there was a 24hr delay. So dissappointed.”

Helpful Report

Posted 3 years ago

“I ordered flowers to be delivered to a very dear friend on her 80th Birthday Who is very poorly At 6 o'clock in the evening she still had not received them I was on the telephone for almost 30 min to customer service trying to find out why To be told by the guy on the phone he had cancelled them due to the fact it was too late to deliver to an elderly lady? I was so annoyed but he re ordered to be delivered the next day!!!! My friends birthday was the 8th not the 9th I was offered a refund of £10 which I felt an absolute insult I would never trust Marks and Spencers again”

Helpful Report

Posted 3 years ago

“Flowers delivered to a friend. They were put in her garage with the delivery note instead of the delivery note being posted through her letterbox. This shouldn't have happened as the delivery service was provided with my friends mobile phone number and could have made contact with her. She found the flowers by chance the following day. Very poor service and not what would be expected from an M&S courier”

Helpful Report

Posted 3 years ago

“Not happy ordered flowers for my wife for our anniversary ,very disappointed for £50, was expecting something abit special, next time I go to the garage.”

Helpful Report

Posted 3 years ago

“Flowers delivered. Ordered by our son for his mother. Disgraceful the price charged and what was delivered. Could easily buy in any other supermarket for £5 or less. This shameless company has been going down hill for years but this is the last time any of our family will ever buy from them. Disgusting company.”

Helpful Report

Posted 3 years ago

“Flowers arrived this morning what I sent to my beautiful mum . Very poor quality so disappointed look like they are dying”

Marks & Spencer 1 star review on 31st October 2021

Helpful Report

Posted 3 years ago

“Flowers delivered on Tuesday dying on Thursday morning. Don’t M&S care about their reputation anymore? It certainly seems they don’t give a toss about customer satisfaction. Others before you tried this mentality and have vanished from the market.”

Helpful Report

Posted 3 years ago

“Ordered a rainbow Alstroemeria bouquet and it arrived and most flowers were limp and only two colours pink and white. Will never buy from m&s again. Contact them and they weren’t Interested.”

Helpful Report

Posted 3 years ago

“my cousin sent me some flowers . the flowers were half dead and limp. i phoned the customer complaints department and asked them to either take them back, replace them or give my cousin back her money. They offered to replace them the following day. Guess what, nothing turned up. The bouquet cost £45, what a total waste of money. The bouquet itself was just tied together with an elastic band, the stems were left bare (most florists put the stems in a bag full of gel to maintain moisture).”

Helpful Report

Posted 3 years ago

“Flowers ordered for our friends Pearl anniversary, due to arrive today. We checked with our friends this afternoon and flowers had not arrived. Looked through the order that said flowers could arrive up to 6pm. Flowers arrived at 6.45pm, when the driver was asked why they were late he just said it was nothing to do with him. Our friends rang to say the flowers were not in water so quite dried out having spent 12 hours on the van. Very very poor, when we contacted M and S they said they could send other flowers, absolutely pointless as the anniversary is now passed. We have used M and S many times for flowers ……. Never again!”

Helpful Report

Posted 3 years ago

“I leave for work around 4.30am in the morning. When I opened the door this morning there was a large box strewn across the drive. Thought someone's bin may have overflowed. Turned out to a flower delivery for my wife. Not sure who sent it, possibly her work as she recently suffered a bereavement. The box was all bashed as were the wilting flowers. No real surprise with how they had been left overnight. The annoying thing is that when they were left (dumped) we were both at home. A knock at the door, wait for an answer, would have been the proper thing to do. Sadly, M&S have dropped their standards and now Cowboy firm Yodel to do their deliveries.”

Helpful Report

Posted 3 years ago

“Review should have said zero, flowers sent to staff member on Wednesday as bereavement as mum passed away, called to see her on Friday and couldn't believe the wilted mess, should be ashamed sending them to anyone”

Helpful Report

Posted 3 years ago

“I had roses delivered as a gift and they were packed using the Marks and Spencer “no water” delivery and they were half dead. A new replacement delivery was arranged and once again they were half dead with brown petals and drooping heads. It was very difficult and embarrassing telling the person who sent them the first time how could I tell them a second time. I am very disappointed with Marks and Spencer ☹️☹️☹️”

Marks & Spencer 1 star review on 28th September 2021

Helpful Report

Posted 3 years ago

Marks & Spencer is rated 2.1 based on 1,218 reviews