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

“Order the Coral Meadow Bouquet, they arrived looking poorly, despite putting them in a cool room nothing revived them and within two days they were completely dead. A very poor service, unable to get through to customer services, no answer to emails either. An appalling service all round.”

Helpful Report

Posted 4 years ago

“Order a Spring basket fir my sisters special birthday in Lockdown-She received a cheaper looking basket with dried up weed flowers and to replant some of the plants/weeds - Embarrassing”

Marks & Spencer 1 star review on 1st June 2020

Helpful Report

Posted 4 years ago

“Very disappointing indeed Half dead on arrival.having been in transit for 2 days Water didn't revive them much In reality they looked absolutely nothing like the picture Would not recommend at all good money wasted Aking”

Helpful Report

Posted 4 years ago

“Don’t waste your money on their flower subscription, my monthly delivery of flowers was meant to start on my daughter’s birthday yesterday, they took my money 2 days ago but we wasted her birthday waiting for flowers which never arrived. Wasted hours today on the phone with me paying but nobody sorting out my problem. Wasted 2 days and spoilt my daughter’s treat.”

Helpful Report

Posted 4 years ago

“My daughter ordered some flowers for my wife and when they turned up all I can say is there was more life in the cardboard that the box was made of than there was in the flowers I think they had come from the bin at the local grave yard. She also ordered for here grandmother and aunt and glad to say you didn't disappoint they where just as poor two sets delivery to Scotland and one to England so it cant be the courier. As the picture shows these are not self grown flowers these are M&S flowers. shame on you.”

Marks & Spencer 1 star review on 27th May 2020

Helpful Report

Posted 4 years ago

“I received a box of M and S flowers for my birthday. The box was damaged and left on its side so that the water had come out of the flowers and the box a soggy mess. The flowers were mostly dead. Rang customer services. They promised a replacement the next day. It arrived box intact but half of the flowers were dead with heads bent over. I was disgusted that flowers in this condition, defiantly not fresh, were sent out. I will not recommend M & S flowers flowers online to anyone.”

Helpful Report

Posted 4 years ago

“My complaint is not with M&S as such but with their choice of courier, YODEL. I ordered flowers for a birthday. To be delivered to a flat in East Kilbride. Flats in E.K. are numbered individually and the main door is not secured. I.e. there is free access and post and parcels are delivered to the individual flats, NOT TO THE BLOCK! The Yodel driver sat the flowers just inside the main door and left without any card or announcement that he had done so. This happened on a previous occasion with Yodel, that time with another flower company and this was the reason that I decided to try M&S (not knowing that they used Yodel) The recipient only found out that the flowers had arrived when a neighbour asked if she was expecting a delivery. YODEL ARE A DISGRACE. M&S need to do something about them. I WILL NOT be ordering flowers from M&S again. P.S. The recipient had received a flower delivery by another courier same day. Flowers left at door with a card through the letterbox . Shame on Yodel.”

Helpful Report

Posted 4 years ago

“I ordered a bouquet of flowers on 28Apr to be delivered to my friend on 5th May in time for her 60th birthday. Status on 5th May said dispatched. On 6th May I checked as the status was still the same. No delivery, apparently lost in transit. No explaination, just offered a refund. I am SO disappointed. Will NEVER order gifts online from Marks and Spencer again.”

Helpful Report

Posted 4 years ago

“Delivery of bedding plants gift from my family plants all out of the pots small bedding plants all damaged very bad packaging also box had not been kept upright which was advised on the box.I complained to customer services who did not seem interested not even an apology said they would send out another box which arrived on Saturday even worse than the previous one.I am an elderly lady who loves her garden and was upset to see lovely plants all packed so badly not M and S high standard I cannot believe I am the only person with this complaint I cannot write a review on the actual item as it is no longer available online.Not a happy lady!!!”

Helpful Report

Posted 4 years ago

“Ordered flowers a 40th wedding gift. Vary disappointed. Flowers delivered at 19.55pm and they were ruined bashed about and awful. Delivery man apologized for box being battered but flowers were too. Extremely disappointed and Never again will I order flowers form Marks n Spencers!!!!!”

Helpful Report

Posted 5 years ago

“Seth the sloth easter egg”

Helpful Report

Posted 5 years ago

“Bought flowers through M&S for Mother's Day (to be delivered on the Sunday) and even though texts etc stated they were going to be delivered, they never arrived. Hugely disappointed and to be honest angry with their meek response of 20% off a future order. I've completely lost my trust in the company to follow through on such an important order.”

Helpful Report

Posted 5 years ago

“Ordered mother’s day flowers, got a confirmation for them. They were meant to come the day before mother’s day but they still said they were being created so I waited for mother’s day thinking they’d come then. They then decide to say my order is cancelled so I had no time to buy any others. So unreliable”

Helpful Report

Posted 5 years ago

“For the 2nd time in 12 months flowers ordered did not turn up on the given day. Customer service is appealing. Will never recommend or use this shambles of a company again”

Helpful Report

Posted 5 years ago

“I bought a pair of school trouser two weeks ago my son wore them for 2-3 days and then a pair ripped so I went back to the store to return them and at that time I only had one pair since my son was wearing the other and a worker said yes I can return them just bring the other pair so the next day I did bring the second the second pair and when I tried to return them a worker called the store manager michell and said I can't return them because they were ripped through the cloth even though they were ripped through the embroidery line and she said that my son ripped the cloth but nobody would RIP their own clothes and I kept telling her it ripped through the embroidery line she was so rude to me in conclusion I could not return the trousers. The manager is very rude and I will not be buying clothes from this store ever again. I also told her you are going to lose customers. There are better stores with better clothes.”

Helpful Report

Posted 5 years ago

“Yet another bouquet which was not as advertised. A dreadful “bunch” of sickly flowers arrived for our niece’s birthday. This is not the first time I have been disappointed, and angry, with what was delivered. I should have learned by now. The voluptuous bouquet of beautiful blooms was in their imagination because it certainly was not what was in the packaging.”

Helpful Report

Posted 5 years ago

“Flowers ordered to be delivered to my gran on 23/12. Dispatch date on box 22/12. I suspect these were left in a van overnight in the current - temperatures. Customer service offered to send replacement, although no roses available and wont be delivered till after xmas. What a joke! This used to be a reliable service. Bearing in mind this was part of gift to my grandmother, i am bitterly disappointed and will not use this service again.”

Helpful Report

Posted 5 years ago

“I ordered two deliveries of Christmas flowers for employees this week and both deliveries have failed. Message left out, so recipient had no idea who sent them and the other delayed by Yodel who pushed the delivery to an office out to after 6 pm, then it was taken back to depot. Called customer services which is now most likely operated from abroad via South African operators who can do nothing other than look at the order. I was told today that I would receive a call back, nothing. 5 phone calls, two hung up and hours wasted. I will never use them again as this is two Christmas presents ruined but will look on line to find a local florist - far better to support the local community in those areas. Their SA operatives are poorly trained, talked to me as if I was lying and had a brusque and off hand attitude. Marks n Spencer you should know better than to think your customers will stick around for a repeat performance of the Yodel delivery system, your customer service and orders not arriving as ordered. Total value our £100...no compensation - shocking.”

Helpful Report

Posted 5 years ago

“I don’t normally purchase furniture online, but felt reassured that I was buying from M&S where quality and service matter right -? Well how wrong can you be - our worst purchase ever in January this year! We are a family of four and can’t move without loud creaking noises coming from our new sofa plus two days wasted holiday from work to have assessors come around and tighten up sofa joints – that made absolutely no difference. After that, M&S refused to assist us further. We referred this matter to the Furniture Ombudsman who, without even coming and visiting us, sided with M&S. Worst, worst piece of furniture ever and M&S are now expecting us to go away and live with a bad product. Avoid them – don’t buy online – awful customer service – hugely disappointed with M&S - what has happened to this company?”

Helpful Report

Posted 5 years ago

“Found large raw prawn in packet of cooked Atlantic prawns. Contacted customer services and the store about possible batch check/ product recall. Was ignored and abruptly told to return my prawns to the store for a refund. What about food poisoning & an apology??”

Helpful Report

Posted 5 years ago

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