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

“Extremely disappointed and disgusting customer service. I received a delivery of flowers sent from a caring friend after my operation. The bouquet wasn't secure in the box, flowers were damaged the stems were dry, no wet material round stems or aqua wrap. I reported this to customer service gave them all the details off labels, they were very unhelpful and basically said the person who made the order would need to contact them. Obviously I don't want to offend my friend and felt I was unable to continue with my complaint. I would never send flowers from M & S to anyone.”

Helpful Report

Posted 2 years ago

“My next day delivery flowers haven’t been delivered nor is there any sign of them!”

Helpful Report

Posted 2 years ago

“Valentine’s flowers arrived and we’re the wrong ones. I have been sent the wrong ones and delivered were very dry and some of the flowers were damaged so had to go to the bin. A lot of money for flowers and expect better from Marks and Spencer’s but have been let down. Will not be ordering flowers again from there flower shop.”

Helpful Report

Posted 2 years ago

“Worst flowers I have ever bought. Flowers did not look anything like the flowers on the website. The flowers cost me £50 which is a reasonable amount of money, could have bought something much better from the local petrol station or the supermarket for under £10. One star is the lowest rating I could leave, they do not even deserve a one star rating. Will not be ordering flowers from M&S ever again, not sure if I would ever shop again at M&S as I feel I have been ripped off. Due to the disappointment of the flowers could not get myself to put them into a decent vase and they ended up in the bin.”

Marks & Spencer 1 star review on 14th February 2023

Helpful Report

Posted 2 years ago

“Please do not order flowers from m&s. They arrived looking limp and half dead and after following all instructions, almost 2 days later they are still looking mostly dead, and a few stems have broken where they are drooping so much. Trying to get any feedback from customer services is like trying to resuscitate these flowers - impossible! Avoid at all costs.”

Helpful Report

Posted 2 years ago

“M&S used DPD for our flower delivery, and they were utterly useless. Despite the clear labelleing on the box, it was not stored in the right position, something had been placed on it, and as a result it was delivered to us damaged with the flowers all squashed upside down. No online mechanism to complain or obtain an (even partial) refund. Complete disgrace, will never use again.”

Helpful Report

Posted 2 years ago

“Flowers were dead on arrival. They were four days late so it could be a DPD courier problem. I won't be using M&S ever again.”

Helpful Report

Posted 2 years ago

“Flowers arrived in poor condition. I complained and received a new bunch which arrived looking good but wilted on third day. NEVER buy m&s flowers”

Helpful Report

Posted 2 years ago

“I won't buy a bouquet from M&S ever again, as in 50 years of buying presents, NO other company has let me down on nominated day delivery. This was a very special occasion for a very special person, so it was infuriating and upsetting to hear that the flowers were still in transit the following day. Spring flowers are short lived anyway, once they are cut, so the shelf life is going to be even shorter, without factoring in the unfavourable conditions they have been kept in for 24 hours. (Warehouse/lorry) Trying to talk to customer services was a trial which I failed as I got fed up with automated responses which didn't address the problem. Really angry.”

Helpful Report

Posted 2 years ago

“I have lived in Torquay all my life and and always shopped at M+S every day until i read what these managers did to someone that had shopped there as much as myself and i personally no the gentleman concerned and have to say he is a well respected businessmen who once employed up to 28 staff small compared to M+S or even Fred in the shed so every thing this section manager and her girlfriend did was so very unpleasant and untrue and there made up Lies is unforgivable but to read how the senior managers spoke to him and treated him is unbelievable and then M+S reward Mr Harris to area manager to support him for his role in banning this innocent gentleman from his store i personal have never heard a single person speak or say a bad word against this man and would have no reason to i always thought Marks and Spencers Valued there customers but clearly not but would have to say if you have to make up Lies to get someone out of your store you must feel nervous every morning you wake up and so you should”

Helpful Report

Posted 2 years ago

“My mother was 90 last week and a friend sent her M & S flowers they were mostly dead and she had to throw them away. She was very upset as they were from a friend who she said woud have paid a fair amount for them and she lied to the frind saying they were lovley so she did not get upset not M & S standards at all”

Helpful Report

Posted 2 years ago

“A family member sent bunch of flowers to my wife who was unwell. The flowers arrived in a poor and limp condition. It seemed ungrateful to inform the sender of the flowers about their condition, so I 'phoned Customer Services and spoke to a representative who was most unhelpful and refused to allow me to speak to her supervisor. The flowers were clearly expensive, but their condition was most unsatisfactory. I expected a quality product from M & S and a more customer focused response from Customer Services. Marks & Spencer is clearly not a retailer of quality any longer.”

Helpful Report

Posted 2 years ago

“I ordered flowers to be sent to an very unwell elderly lady. They were due to be delivered by Yodel . I got a message at 9PM to say that they had run out of time and would be delivered the next day. They were delivered in the afternoon the next day. As they were fresh flowers and not in water ,they arrived wilted and the roses had brown leaves on them. It was very disappointing.”

Helpful Report

Posted 2 years ago

“Received a bouquet from a friend - really disappointed at the quality of the flowers and the condition they arrived in. I didn't want to complain to my friend so I rang M&S directly to voice my disappointment. The lady on the phone was disinterested, clearly did not listen to what I said and, like a recorded message said a replacement bouquet would be with me on Friday (today). M&S then contacted my friend to say I had complained (might as well have told her myself). Well the replacement arrived today, its worse then the first one!! I love M&S but NEVER EVER will I order flowers from them - quality 0/10”

Marks & Spencer 1 star review on 13th January 2023

Helpful Report

Posted 2 years ago

“i have shopped with Mark's and Spencer's for a very long time but when i read the review's about there Torquay Food Hall and the way the General Claire was so rude to the gentleman that had made a complaint to head office about the way the Commercial manager Andrew and section manager Nikki had treated him it clearly shows the HR department in a very bad way its one thing to ban a customer that shopped there for over 20 yrs but to make up excuses that rewarding staff for good customer services was against there company Policy yet the staff took it from this Gentleman and were happy to spend it maybe the staff should be aware of the company polices even people reading this will clearly see if you make a compliant they will find a way to ban you from there store as these managers did just that and the section manager Nikki who sent the police to the Gentleman home with nothing but made up Lies that was all in her Histrionic head she should be ashamed of herself its Disgusting how cruel could you be to someone that was clearly innocent and so kind and yet HR couldn't even explain how they would sit back and allow there managers to treat a loyal customer in this way its the most Disturbing review that anyone could ever read a gentleman that was so kind and generous and most of all INNOCENT they have Destroyed a good store's fantastic name its seems if you have worked there for 30 yrs or more you are more powerful than Claire the so called General manager who should have been sacked clearly a very Toxic store”

Helpful Report

Posted 2 years ago

“Received a bouquet with limp flowers, deseased leaves and caterpillar eaten roses. Complained and had a 2nd bouquet sent that was as bad, if not worse than the first one. Appalling!”

Helpful Report

Posted 2 years ago

“Terrible. Dead foliage and white mold on stems!!!! What have you done putting these in a lovely box!!! How crazy...”

Marks & Spencer 1 star review on 10th January 2023

Helpful Report

Posted 2 years ago

“The only way I can describe M&S flowers is only send them to people who have a keen sense of humour. I sent them to someone very dear to me who has been in hospital for the whole of December and thought I would send some next day flowers feom M&S on them being discharged. Forget next day delivery - it doesn’t happen so the title should be Order Now Delivered this week. I then ordered a sweet smelling bouquet and, see the item below which was ordered and that which was delivered. Similar? Recognisable? Excellent value for money? I didn’t realise that when you ordered them they sat in the van for the 3 days before being delivered. I then rang up to complain and asked for next day delivery - this time it was a 2 day delivery slot. I was offered some roses and I dared to request a more bright coloured boquet - to which I was informed I would have to pay more as they were an extra £10. Having had a rubbish boquet i am reticent to pay more so my advice is steer clear of M&S flowers - try John Lewis, Waitrose or next!”

Marks & Spencer 1 star review on 9th January 2023

Helpful Report

Posted 2 years ago

“Shocking avoid, avoid avoid. The flowers that were delivered were dead which was hugely embarrassing and they were so delivered a day late. Never using marks and Spencer’s again.”

Helpful Report

Posted 2 years ago

“Absolutely appauled this year. I ordered a gift pack of flowers and posecco for family members. The flowers delivered promptly on the day they were supposed too but when the box was opened it was the wrong flowers. Was supposed to be a Xmas bouquet but in the box were tulips. I was so annoyed and as they were sent to another part of the U.K I couldn't take them back to get changed. After trying many times to get through to customer services I was finally told a replacement would be sent out at no extra charge on Jan 5th. Jan 5th @ 7am I got a txt from DPD saying they had the package and would be delivered later in the day. No flowers arrived and I got a txt at 7pm saying there was a problem and flowers could not be delivered. No reason why but said would be delivered today 6th. No message came about being delivered so I phoned DPD who said the package had been lost and I should phone M & S yet again. I phoned M&S and finally got to talk to someone after 5 attempts. When they phoned DPD they were told the flowers had perished and were thrown away becos of the delivery delay. As it had been the last day for the Xmas bouquet they couldn't send another replacement. I'm absolutely disgusted with the whole service and the dissappointment and I definately will not be using them again. I had asked before the call if I would do a survey after the call. I said yes and was told I would be sent a link. After giving them my thoughts I didn't receive any link for the customer service survey. I WONDER WHY. If you have any sense use proper flower shop. I have now been told I will be refunded but doesn't really solve the fact of the disappointment. I thought the least could have been done by them was some kind of compensation for all the stress and phone calls. As if!”

Helpful Report

Posted 2 years ago

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