Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.10

2.1 Rating 1,218 Reviews

25 %

of reviewers recommend Marks & Spencer

Company Reviews

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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

“Absolutely terrible service. Told me at 3 o’clock on Valentine’s Day but they could not deliver. And offer the 20% discount voucher on my next purchase. How about the purchase of this made and you cannot fulfil! What day Waste of £60 Valentine’s Day ordered a week before totally pointless being delivered late!!! Do not use m&s”

Helpful Report

Posted 3 years ago

“Absolutely terrible bought 12 red roses look rubbish poorly displayed after paying £40 and Aldi sell 24 that look far better and well presented for £24 safely say I won’t order again 🤬🤬”

Helpful Report

Posted 3 years ago

“My lovely husband ordered me some flowers for Valentines, but asked for delivery on the 12 th, which happened no problem. I was previously a florist running a very busy business, so I know the busyness and problems of Valentines. However upon opening the box, it contained 10 mixed pink, cream and white roses, crushed, dry, floppy and pretty blown (well out, not in bud). I was horrified on his behalf, and immediately rang customer services. They answered quickly, were very sympathetic, and offered a replacement to be delivered on the 14th plus a £10 gift voucher for my husband as compensation. The replacement has just arrived, and while some of the roses are reasonable, three pink ones were completely drooped and wilted, and all of them were very dry on the stems. There seems to be a serious quality control problem at the warehouse, if roses (or any flower for that matter), are correctly conditioned after arrival from the wholesaler, I.e. clipped and given a good drink, they should stand up well for delivery, particularly with a damp wrap on the bottom as these had. My husband took one look at them and said ‘they just look dead!, I won’t be ordering from M&S again!’. If you can’t get your quality control sorted, which looking at the number of negative reviews here is not happening, then get out of the marketplace, and let people that know what they are doing provide this service. I would never have sent either of these bouquets out to a customer.”

Marks & Spencer 1 star review on 14th February 2022

Helpful Report

Posted 3 years ago

“I ordered Flowers on a Friday to be delivered on a Sunday but on checking the DPD tracking it just said one word. Refused and was accompanied by a black blank image.”

Helpful Report

Posted 3 years ago

“Delivery to a friend recently bereaved, tracking said ‘signed by Linda’, actually box left on drive and contents ripped open and stolen. Todays delivery to a poorly friend, not delivered until 19:00 yet out for delivery from last night, heads missing off flowers but best yet, enclosed card to a completely different person celebrating a birthday, so wrong sentiment, wrong person, late delivery, stalks with no flower heads, rubbish service. Folks Marks & Sparks have lost the plot on gift delivery, try somewhere else!”

Helpful Report

Posted 3 years ago

“I ordered flowers for my gf for her birthday.. I ordered on the 31/01/22 for delivery 03/02/22.. Didn't arrive, no mails or calls.. When I contacted customer services.. Was told they would probably be delivered 4/02/22 a day late!! Was offered a partial refund but I instructed a full refund and keep the flowers.. New email.. 3-5days for the refund!! AVOID AT ALL COSTS.. Will not be shopping at M&S for food or clothes either, I was a regular shopper!!”

Helpful Report

Posted 3 years ago

“Don’t expect to get the same size Bouquet as advertised. We paid 25 pounds and we received less than half the size. Very disappointed, false advertising so will not order through M&S again.”

Helpful Report

Posted 3 years ago

“Flowers sent for bereavement They were dead and looked like they were retrieved from a dustbin and so embarrassing Absolutely appalled that M&S would let this happen especially as this situation is so sensitive Shame on you I’ll never again”

Marks & Spencer 1 star review on 3rd February 2022

Helpful Report

Posted 3 years ago

“Flowers ordered for my sister in law’s birthday Meadow Bouquet, Absolutely devastated that on speaking to her the flowers arrived dead Working for M&S myself this was embarrassing and not the standard expected I will not be ordering flowers online agin”

Helpful Report

Posted 3 years ago

“Had flowers delivered that were dead - rung to complain - replacement sent - not much better . I think they were sent to cheer me up but totally did the opposite”

Helpful Report

Posted 3 years ago

“Yet another appalling delivery of flowers from Marks and Spencer’s . Coral Meadow Bouquet sent by my son and family who live in London for my birthday. They’d been in a box for nearly 2 days without water and are all wilted and half dead. It’s a repeat performance each year but not having upset my son by telling him how poor they are it’s difficult to do so now. However May do so as do angry about the appalling service.”

Helpful Report

Posted 3 years ago

“Had flowers delivered today all foliage wilted one of the head of the three chrysanthemum just fell on the floor very small bunch of flowers for £30.very very disappointed”

Helpful Report

Posted 3 years ago

“I was supposed to have a bouquet of roses for my anniversary from my husband. Marks failed to deliver on the 15-01-2022. When he made enquires they had been crushed by dpd deliveries. No email was sent so no alternative could be made. Thanks m&s my 1st year after 48 years were I did not receive flowers.I WILL NEVER USE YOUR FLOWER SERVICE AGAIN.”

Helpful Report

Posted 3 years ago

“Ordered flowers with prosecco and chocs for a birthday to be delivered on 13th Jan. Got from M & S saying they were on way but when tracked DHL they said they hadn't received them Phoned Mark's customer services who said sorry they didn't have those flowers to send out??? But could send some different ones for another day. Ordered these on 7th Jan..when were they going to tell me? Asked for a refund and will never order flowers from them again..disgusted!”

Helpful Report

Posted 3 years ago

“I had 3 bouquets of M&S flowers, 2 by courier delivery. The first bunch was the rainbow bouquet which our daughter ordered for Christmas, but had to be delivered 4 days early due to lack of slots. I was quite happy about this, she was disappointed. They Alstrumoeria arrived completely wilted and flattened, I feared the worse, but have been amazed that after shortening the stems, they recovered well over 3 days and are still beautiful nearly 3 weeks on. I'm Dutch, have often traveled with Alstroemeria kept fairly dry from the Netherlands as the flowers can cope. The second bouquet was with white Lisiathus and some Alstroemeria, again terribly dried out. It's only from last week and ready for the bin, although most of it never recovered and has been thrown already. Lisianthus can not cope in the same way. The last bouquet came this weekend, straight from the shop, mainly roses, very drooped and has not recovered. I'm very disappointed for all the lovely people who spent their money on these flowers. I will never buy them, the service in the past was better when there was water surrounding delicate blooms. Now I'd buy daffodils, some tulips and Alstrumeria (if they are delivered dry) or Chrysanthemums.”

Helpful Report

Posted 3 years ago

“I ordered flowers for my 94year old mum who lives in a nursing home 120 miles from me. The home is in a covid lockdown so contact is limited by this and my distance from her. The flowers were ordered on 8th January for next day delivery. Today is the 10th and I’ve just been told by Customer Services that it will be tomorrow before any arrive. I was given the option of refund which I have taken. This is appalling service from what is regarded as a reputable company. I had planned to send flowers once a month. I no longer trust they will arrive so M & S have lost out. I shall be telling my family and friends. A similar situation happened about 18 months ago when I sent flowers to my 3 adult children. I decided to try again but wish I hadn’t bothered.”

Helpful Report

Posted 3 years ago

“I ordered some flowers as a thank you to my family for all they did for me at Xmas. I ordered the purple rain bouquet at £40 . Luckily I was still there when they arrived, they were in a sorry state and nothing like the photo on the web site. I complained and to give them their due they answered straight away and organised a replacement bouquet. Sadly this was even worse and they were half dead. Not what I would expect from M&S. I complained again and they refunded the money straight away - but that isn’t the point. I really wanted to send a nice thank you present.”

Marks & Spencer 1 star review on 7th January 2022

Helpful Report

Posted 3 years ago

“I had a flowers deliverd this morning at 8.o’clock I was in bed . Left on my front step ! They are awful half dead, around 8 flowers rest greenery. I’ve asked the person that sent them to get a refund. Marks and spencer your products are going down hill.”

Helpful Report

Posted 3 years ago

“I usually use lovelyfloraworld.co.uk to order flowers and have always had a great service but on this occasion I succumbed to peer pressure (it was a gift from a few of us so I listened to the other's recommendations) and ordered from M & S flowers. I picked a specific delivery date and tried to order a christmassy bouquet but the 2 I really wanted were 'unavailable' when I got to checkout so I settled for a 'cappuccino' bouquet as it had nice big red and pink roses, teasel and eucalyptus leaves (the only christmassy thing about it), it would do I supposed and it was £35 (much dearer than any comparable sized bunch on on my usual supplier's site) I ordered, confident that it would be delivered on time at the very least. Well, disappointingly, I got a couple of emails shortly before the delivery date saying it was going to be late and it turned out it was a whole day late and that was unacceptable from a so called reputable company. Then the recipient sent me a photo of the flowers they received and I couldn't believe they had substituted the lovely pink roses for insipid white ones...absolutely NOT what I had ordered! M & S invited me to give them feedback so I gave them relatively low feedback citing the late delivery and the wrong flowers as a justification for the 3 stars, I gave honest and genuine feedback based on my personal experience and felt I was being generous because my boss liked the gift from her team and since it was a surprise she had no expectations. My feedback was based on the ordering, the delivery, the quality and appearance of the product and service. Well, what a surprise when M & S emailed to say my feedback was unacceptable because it was 'fulfillment and delivery focussed' ...of course it was! That is what feedback is all about, you give feedback on all aspects of the service and product. I edited my feedback to merely state that the flowers were wrong and late and again it was not accepted. It seems you cannot leave feedback about the actual flowers or the delivery despite all of this being what I actually paid for and I am at a loss to know what I CAN leave feedback about. Never will I buy from M & S again, it is low quality, bad service, overpriced and how can you trust a company that makes it impossible to leave anything other than positive feedback.”

Marks & Spencer 1 star review on 6th January 2022

Helpful Report

Posted 3 years ago

“Had flowers delivered on Tuesday 2 days ago they are terrible the roses are all drooped and one of the tulips the petals are dropping off and the daisy type flowers are dead this so bad when someone has spent money sending them.”

Helpful Report

Posted 3 years ago

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