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

Visit Website

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 a bay tree, chocolates and wine to be delivered, waited to make sure the delivery was on the day I wanted, order confirmed the date then message from Yodel with the delivery date. Then I got an email from M&S, sorry your order has been delayed, no other information on when delivery would be. I called the help number provided during the hours it was supposed to be open to only have the option of shouting at an automated service which could not understand me, eventually, it told me the order would arrive soon. It hasn’t and it is now 21:15, I have spend hundreds of pounds on gifts and flowers with M and S not always brilliant but this is appalling customer service. I was relying on the gift arriving today. Goodness knows if they will receive it now.”

Helpful Report

Posted 3 years ago

“2 orders messed up in 5 days Aunt received someone else’s flowers last Friday (11th) sister in law didn’t receive hers at all today (16th) due to damage in transit.”

Helpful Report

Posted 3 years ago

“Received yesterday pink and yellow Rose's the yellow Rose's drooping already I dont want to tell the person who bought them but disappointed with them”

Marks & Spencer 1 star review on 16th June 2021

Helpful Report

Posted 3 years ago

“Flowers that I ordered have not been delivered on the requested day. I do not recommend you order flowers for an occasion as it’s rather embarrassing when they don’t turn up!”

Helpful Report

Posted 3 years ago

“A resident at a Supported Living facility where I work had a dreadful delivery today. I'm reporting it as she can't and wouldn't let me photograph the contents which you can imagine looked as bad as the box! The flowers were withered and dry as the water had leaked over the box of chocolates which was as squashed as the box!! Would not recommend this service to anyone as this is not the first time this has happened. Felt so sorry for the poor lady as was sent from her son in Australia.”

Marks & Spencer 1 star review on 12th June 2021

Helpful Report

Posted 3 years ago

“Delivered this to my auntie- disgusting Didn’t even put the card on there wishing her happy birthday that we requested and paid for”

Helpful Report

Posted 3 years ago

“Twice received flowers from m&s and on both occasions the flowers arrived dry with no water and dead. Disgusting service.”

Helpful Report

Posted 3 years ago

“Dont order any flowers or chocolates be warned. Sunflowers ordered for 60th birthday for the 7th got a text on the morning to say on the way. Then got email at 4pm to say would be 24hrs later,rang customer service said at first couldnt find address then said they were damaged ? Which was it so cancelled the order. They then turned up next day flowers and chocs crushed. Not even packaged as photo shows. Shame on you m&S wish I would have read reviews 1st dont waste your time and money shame on yodel delivery as well.”

Helpful Report

Posted 3 years ago

“Twice now my daughter has sent me flowers from M & S. The first time they said they had been delivered they hadnt. Then they arrive a few days later with the box crushed and the flowers wilting leaves withered. I was compensated. This time the flowers arrived on time, though a day later than requested but again well past their sell date. Why ? So really £35 down the drain. dont know who delivery was by”

Marks & Spencer 1 star review on 6th June 2021

Helpful Report

Posted 3 years ago

“I would give a ZERO score if I could My son sent me flowers on Tuesday morning which arrived Wednesday lunchtime. They were wrapped in plastic and had no water. So needless to say after a 24 hour journey on a hot day they were dead!!!! My son complained and they sent me another bunch yesterday. Do I need to say more again flower packed in plastic and no water after a 24 hour delivery yes these were also dead. He’d sent me these flowers to thank me for a lovely weekend together after not being able to see one another for 15 months due to Covid. He feels terrible as he thought M&S would give a good service unfortunately they failed 100%”

Helpful Report

Posted 3 years ago

“Received an awful bouquet. Some flower heads missing yet stalks were packed in the box. Some other flowers were missing and colours were drab. Never had a good experience with online flowers so I would never consider buying them for anyone. It's embarrassing having to tell the person who bought them how awful they were. I did give feedback to M&S but no response from them.”

Helpful Report

Posted 3 years ago

“My review has not been printed and it is no more critical than any others so I’ll write it again! Ordered sunflowers to be delivered on a specific date. Had a message the day after due delivery date to say there was a problem. I contacted Customer Services who offered no explanation! The next available delivery date was 4 days later- I accepted it. The day after the second due delivery date I had another message to call Customer Services as “the flowers had been damaged in transit”. The next available date was 10 days over my first nominated delivery date! If only I’d read all the negative reviews beforehand- just not the service one associates with M and S.”

Helpful Report

Posted 3 years ago

“Very disappointed mis selling ! there was no card ! Not at all like picture ! Not impressed with arrangement petals missing all open, arrived late in day. Over priced for what they were . I would not recommend”

Helpful Report

Posted 3 years ago

“Received Bright Summer Bouquet in a box. Flowers in a dreadful condition. No card so I don't know who ordered them. Have submitted a complaint but haven't received an acknowledgement email. Very poor.”

Marks & Spencer 1 star review on 17th May 2021

Helpful Report

Posted 3 years ago

“Had flowers delivered as a gift for our wedding anniversary. Four of the five roses were in full bloom petals started dropping next day. Leaves on most of the other flowers were withered. They weren't in water and according to tracking my sister said they started the journey at 6am, we received them 10 hours later. Not what I would expect from M&S.”

Helpful Report

Posted 3 years ago

“Had flowers delivered for my daughters 50 birthday disappoint didnt look like photo Rose's were brown arround edges could have bought better for half the price not happuSheila Sherwin”

Helpful Report

Posted 3 years ago

“99th Birthday flowers un delivered despite giving directions via mobile. !!!!!”

Helpful Report

Posted 3 years ago

“Ordered Hydrangea plant especially because of next day delivery. It was delayed for three days and the plant was wilting. Delayed and dried flower i was embarrassed even though it wasn’t my fault. Also flower was advertised as £30 when i bought it then the next day it was down to £25. RIDICULOUS!!!”

Helpful Report

Posted 3 years ago

“Not sunflowers supposed to be a sunflower gift bag.”

Helpful Report

Posted 3 years ago

“Terrible service, would not recommend to anyone if you want some flowers to arrive on time. Got these as a gift and booked them a week in advance on a nominated day only for them to not be delivered on that day. Tried to get into contact with them twice through the online chat service only for it to crash half way through and nothing get resolved. The help desk is hard to use and crashes easily, just a shame for such a big brand to have such poor services. Use bloom & wild instead.”

Helpful Report

Posted 3 years ago

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