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

“I ordered flowers to e delivered to me for my Mum, they arrived dead and in a terrible state, I left a review on their website and have just received an email from them telling me that they will not publish because they consider it offensive, I did not say anything offensive so can only conclude they didn't like the word dead. I spoke with their customer servcie and they said they would send a new bunch, these arrive a few hours ago actually worse than the first lot, I have offered M&S photo's of them. Extremely upset that they are filtering and censoring any reviews they don't like. I have emailed them back and ask them to explain themselves just because I said that I didn't like paying for dead flower”

Marks & Spencer 1 star review on 10th February 2021

Helpful Report

Posted 4 years ago

“Got flowers for my daughter the heads fell off the roses when she opened the box the rest of them lasted a few days they cost £35 and this is the 4th time this has happened will never got flowers from M&S again because they never get back to you or offer a refund”

Helpful Report

Posted 4 years ago

“The 2nd complaint in 2wks about flower deliveries! Two friends never got my gifts..refunds mean nothing, the gift needs to arrive on time! Don’t offer a date if you can’t fulfil it! 45 mins to get hold of customer service who are million miles away and there is a language issue. The main problem is YODEL the courier who offer a tracker that NEVER works. M&S SEVERELY let down by this company. I will use Waitrose from now on..Am sooo disappointed and that M&S NEVER respond..email after email sent.. I’m done throwing cash at this company!!!!”

Helpful Report

Posted 4 years ago

“Received flowers all lose in the box and squashed aside from the fact they were half dead the had no resemblance to the bouquet my mum had paid for”

Helpful Report

Posted 4 years ago

“Received a floral delivery yesterday and initially pleased with the contents, yet despite following all the care instructions woke up the following day to a heap of petals that had fallen, many dying leaves and a very unhappy wife. These were sent by friends as a condolence to my wife who's step father had just sadly passed away so she was most upset at the sorry state of this bunch.”

Helpful Report

Posted 4 years ago

“Flower subscription - don’t waste your time/money. Really poor value. Paused the subscription a month ago, waiting for a response to my email, and nothing back. Bunch that’s turned up today would be significantly less in store.”

Helpful Report

Posted 4 years ago

“I am so disappointed in the service I received from what is supposed to be a reliable and reputable company. I ordered my flowers for a special occasion; it did not arrive despite being sent a confirmation email. I then rang to deal with the matter and was met with very unprofessional and unhelpful costumer service. I was promised a refund and my flowers to be sent out again but neither promise has been delivered yet again. Again, extremely disappointed.”

Helpful Report

Posted 4 years ago

“My boyfriend sent me a box with flowers and when I opened it up I was so upset as the flowers had rot away and I had to throw most of them away. I didn't tell.him as he would be so disappointed. Will tell him never to order flowers from here again”

Helpful Report

Posted 4 years ago

“Flowers delivered to my Niece as a special thank you without the lovely message I had attached when ordering, This spoilt the whole reason for sending them and she didn’t know who had sent them.”

Helpful Report

Posted 4 years ago

““No water” flowers arrived dead. Very disappointing especially when sender rang to check that they had arrived having spent a lot of money on them. Surely they could wrap the stem in wet tissue. Won’t use M&S for flowers again”

Helpful Report

Posted 4 years ago

“Flowers arrived in poor condition. Box all wet, one stem not included in the container for water. Dead or wilted within 3 days. Customer services non existent in resolving the matter. Avoid. Go elsewhere.”

Helpful Report

Posted 4 years ago

“Received flowers from a relative for my birthday. 90% of the flowers are ready for the bin. Can’t believe someone thought they were ok to send.”

Helpful Report

Posted 4 years ago

“Not in the habit of writing reviews, but felt this one was warranted. Ordered flowers in a bag for my niece, as she had broken her wrist, and would be much easier to handle!!! Thought would give M&S a try, as they gave free delivery. Ha,Ha. From the selection and pathetic state of flowers I would have given £5 for flowers, and £20 for delivery!!!Back to Waitrose,, and pay delivery. Value for money, unlike M&S. Roses and several Gerberas went straight in bin, on arrival!!! Hope I was just unlucky, and this isn't usual quality!!! I often buy flowers in store, with no problem!!!”

Helpful Report

Posted 4 years ago

“Ordered Alstroemeria Abundance Bouquet for a lady undergoing serious hospital tests to hopefully cheer her up. Very disappointed, not at all the colours described on the website. Very droopy. Delivered in a flat box - was expecting something upright.”

Marks & Spencer 1 star review on 9th January 2021

Helpful Report

Posted 4 years ago

“aranged delivery of flowers to a care home at stafford on the 23rd dec arrived on time but dead through lack of water i will not be ordering any more dried flowers fom marks & spencer and i strongly suggest to anyone thinking about ordering for a special occasion to not risk disapointing a loved one. i will seek a refund”

Helpful Report

Posted 4 years ago

“Wished had read reviews before ordering flowers for my isolated mothers 87th birthday”

Helpful Report

Posted 4 years ago

“Order ref 301, 0018155 2885415 Dear M & S Flowers were arranged for delivered to our friends, on the 2/01/2021. Our order gave M & S a long lead in time to ensure that the flowers would be delivered on the arranged date 2/01/21 as per order, we received a confirmation on the morning of the 2/01/21 that our order would be delivered on Saturday 2nd Jan 21, but was not delivered until fourth January 2012. Having received conformation for M & S that our order would be delivered on the 2nd January as planned we had asked our friends to remain in for the delivery, which added to their disappointment, and most certainly resulted on disappointment on our behalf. There may be some types of goods where two days extra in transit make little difference, but in my opinion, it is not the case with a flower arrangement. I have been disappointed with the level of service received from M & S and the fact that there was no correspondence from you to indicate any form of delay with our order. It may have been understandable if we had left it until the last minute to place our order, but the fact is our order was place well before Christmas yours”

Helpful Report

Posted 4 years ago

“I received 3 gifts of M &S flowers delivered by Hermes over the 2020 Christmas period. One bouquet lasted 2 days, petals dropped and roses drooped, in another bouquet stems of small roses died the next day the carnations and chrysanthemums lasted 3 days more, they both arrived in soggy boxes. The last one had dead stems after one day, the chrysanthemums are ok but the rest look poor. I do not want to tell the senders how disappointed I was so did not complain to M & S to ask for replacements. The senders wasted their money, M & S let us all down.”

Helpful Report

Posted 4 years ago

“Flowers delivered when my Mam passed away in July. Had another delivery today. Not impressed by quality! The flowers don’t look like they will last long, as the others didn’t!!”

Helpful Report

Posted 4 years ago

“I ordered flowers for my mum for the 23rd December 2020 from mark and spencer subscription did not come so I phoned them 5times to have the phone put down on me. NOT GOOD. I did get a man Kevin on the phone he did help I had to pick some flowers up to £40.00 which I picked some for £25.00 and he put some chocolate and wine. That was nice. So She got the first order of flowers on the 30th Dec 2020 a week later. They were poor flowers some of them where dead. The second order was delivered on time the 31st Dec 2020. And they where poor some of them were dead. I went in to mark and spencer shop they didn't want to no. 😩 So I have cancelled the subscription now. Very poor customer service and one member of staff in the carlisle shop was very poor 😩😩.”

Helpful Report

Posted 4 years ago

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