Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.12

2.1 Rating 1,183 Reviews

25 %

of reviewers recommend Marks & Spencer

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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

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Holiday Bouquet arrived on time but very disappointing. Roses had black edges, small chrysanthemum petals falling off. M and S is known for its quality way off the mark with these. Can’t complain to sender but they definitely feel they were robbed!”

Helpful Report

Posted 3 years ago

“I recently ordered some flowers for my Mum who was unwell. They were ordered on aThursday for delivery on Saturday. They never arrived as the consignment was stuck in the courier depot which we tracked. The M&S customer service was very helpful on this occasion and another order was placed for shipment with a different courier. Well these have just arrived and to be honest it looked like the box has been thrown around. It was damaged, torn in places, very wet and the flowers were nearly falling out of the bottom. If you can’t do better than this on the packing and care of delivery then I really think you shouldn’t be taking orders for flowers. Gone are the days when you could rely on M&S which we have done in the past. It seems to be a lottery now. Well on calling the customer services team I as told that my only option was to take a refund as they couldn't risk sending another order!? Really - I wonder why. And sadly no real apology! Very disappointed and not the usual M&S response. Sorry but I won’t be ordering again.”

Marks & Spencer 1 star review on 14th December 2021

Helpful Report

Posted 3 years ago

“No information as to who sent the gift. Apparently ‘due to data protection …. blah ..blah, I cannot be told. If there is no indication on any of the packaging then i need to contact all family and friends to ask! Ludicrous - why would anyone send a gift anonymously? Suspect M&S forgot to include it.”

Helpful Report

Posted 3 years ago

“Ordered for aunt who sadly is very ill. Should have arrived 3rd Dec. Told delayed on 3rd but nothing else. Spent 1hr on phone to customer services in South Africa who could do nothing but send out again but couldn't deliver til 7th. Both sets arrived 8pm on 7th withered and roses dying. Obviously being left in vans overnight . I might add aunt was taken into hospital on 4th so will probs not see them ! May be just as well by the state of them. Embarrassed and mortified”

Marks & Spencer 1 star review on 8th December 2021

Helpful Report

Posted 3 years ago

“Son ordered flowers and champagne for a 21st birthday, they were not delivered as M&S are quoting problems with deliveries but they could deliver 4or 5 days later. Seriously? £5 compensation for causing frustration and embarrassment as looked like an important birthday had been forgotten. M&S need to rethink their booking slots if they can’t guarantee delivery on the chosen day.”

Helpful Report

Posted 3 years ago

“I ordered from M&S believing the flowers would be good (worrying about other online order/deliveries) & that with all their years of experience they'd be delivered on time. How wrong I was!! After receiving a despatch confirmation saying 'your orders on its way' just yesterday, today when the flowers are due to be delivered, I get an email apologising saying they won't be delivered until tomorrow! I'm at work so didn't pick up their 3pm email until after 6pm, too late to make alternative arrangements. The flowers were for my mother-in-law. We recently lost Dad & it's her first anniversary, their 58th Wedding Anniversary, without him. We live in Cornwall some 5 hours away. We can't be with her, can't give her a hug, flowers were at least marking our love & concern on a very difficult day. Tomorrow is no good! I ordered in advance, last week for TODAY!! I am so upset & so angry!”

Helpful Report

Posted 3 years ago

“I was sent 2 roses in a container unfortunately they never opened & went brown very quickly. Very disappointed for the person who sent them to me.”

Helpful Report

Posted 3 years ago

“Received a M & S bouquet yesterday. Birthday gift from my son in HK. So disappointed. On arrival the flowers are looking ‘past their best’. This is not the first time that I have had issue with M & S delivery & this has prompted my review. Feel just a waste of money.”

Marks & Spencer 2 star review on 28th November 2021

Helpful Report

Posted 3 years ago

“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

“Today I received the Autumn Bright flowers in a bag. They are absolutely stunning, beautiful colours. Guaranteed to make you smile. They are exactly what it says on the tin! 🌟🌟🌟🌟🌟”

Marks & Spencer 5 star review on 20th November 2021

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

“Purchased a Bunch of White Roses for a Beautiful Caring Lady for our First Date & Wow they lasted for over 3 weeks . Looking forward to Buying Her another bunch of Roses in a few weeks time, when we meet up again . Thank you M&S”

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

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