Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.10

2.1 Rating 1,217 Reviews

25 %

of reviewers recommend Marks & Spencer

Company Reviews

Questions

Metrics

2.1

Based on 1,217 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

“Flowers arrived in an awful condition, and although speaking to M&S Customer Services, have not had a satisfactory solution. Certainly wont be recommending M&S flowers to anyone”

Helpful Report

Posted 1 year ago

“The worst. How on earth is this a good service. Too much time spent . an utter failure, what are you doing ????”

Helpful Report

Posted 1 year ago

“I ordered the Valentine's Dozen Red Rose Bouquet to be delivered to my wife on Valentine's Day. The parcel was delivered by DPD as promised but the roses were battered, dried out and heads were snapped off. I was given a full refund but the customer services guy didn't seem to be bothered that we were so disappointed”

Marks & Spencer 1 star review on 14th February 2024

Helpful Report

Posted 1 year ago

“Shocking state of roses. Brown and flat. 3rd time now had terrible delivery either sent or received. Never use then again.”

Helpful Report

Posted 1 year ago

“Flowers all wilting mostly greenery, very poor”

Helpful Report

Posted 1 year ago

“My friend bought me a Luxury Christmas Flowering Basket, which must have cost a great deal of money, but only a day or two later all the plants in that basket, especially the roses, apart from the peace lily, were dying or dead. They seem to have been planted on the day of sale and therefore were not settled - why do this?! A huge disappointment!”

Helpful Report

Posted 1 year ago

“The flowers which arrived today were very poor and half dead. As a special birthday gift I’m sure the senders would be extremely upset to know this, especially knowing the prices charged. Very disappointed but would not like them to know as it would be very upsetting after they went to all the trouble of organising the delivery etc.”

Helpful Report

Posted 1 year ago

“Bought a rose bouquet 22 dec for my daughter went to see her 24 dec all the roses had petals falling off these flowers are the worst I have ever bought waste of £20 really disappointed”

Helpful Report

Posted 1 year ago

“No stars.awful service.”

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Posted 1 year ago

“Christmas flowers arrived today 23rd Dec. Am really disappointed and sorry that my brother paid for what is in fact really poor quality. Out of five roses one was already beyond help and the other four won't last a day. As well as that two stems of thistles which are also on their last legs, two carnations and some other weird shrub and two strange miniature pine cones on sticks. I'm certain this is not what was expected when purchase”

Helpful Report

Posted 1 year ago

“Shameful customer service, both items not fit for purposeMagic jeans Cody me £45, when collected legs of jeans covered in dust looked like they’d been dragged along the floorJumper flawed in 3 places No staff to help on shop floor, only 3 cashiers who were mega busy, was forced to refund & re-order. Will be taking my custom elsewhere. Worst customer service elsewhere. Clearly No checking on ordered goods. Total disregard of Customer. After spending &75 on jeans & jumper. Worst customer service ever at Brentwood M & S”

Helpful Report

Posted 1 year ago

“What shocking reviews I would never in a million years thought that head office would allow one of the general managers to ban shoppers for rewarding there staff what a way to destroy the company’s once fantastic reputation very sad indeed like her behaviour well done Thomas”

Helpful Report

Posted 1 year ago

“A friend sent the white plants in a basket arrangement £40 The rose orange in colour was in poor condition on arrival and did not survive. 3 years ago I received a similar basket arrangement and most of it is thriving now.Very disappointed”

Helpful Report

Posted 1 year ago

“Can't comment as yet on the state of the flowers as they never arrived. But I will NEVER EVER order from Marks again as you can't rely on them at all. My sisters 80th was today and the tracking information for Yodel say they're still at depot and it's now after 10pm. I phoned Marks after I'd placed the order a week ago to check they would arrive on her birthday and I was told they would. If I'd known they use Yodel for their deliveries I would have gone elsewhere. As it's freezing outside and Yodel's depots aren't heated I would imagine if, or when they arrive they will be in a dreadful state and I'm unable to ring my sister now to apologise as she'll be in bed. She will think that I haven't bothered to send her anything for her special birthday and she will ,I know be really upset. Marks used to be such a reliable firm to deal with so why are they no longer honouring their commitments? I've just read the other reviews which all paint a similar very sad picture of similar scenarios to the one above so I guess all I can say to future potential buyers is ' don't order flowers from Marks unless you don't care when or if they'll arrive or what state they'll be in if or when they do.”

Helpful Report

Posted 1 year ago

“Present for my elderly mother after surgery as she is stuck at home and feeling lonely and a not sad. Despite ordering in good time and choosing designated day for delivery M&S flowers did not deliver, did not bother contacting me to say on the so-called delivery day to say they had stock issue. Pathetic. Useless. Disappointed they let my mum down as she waited all day for her ‘surprise’. Needless to say I will NEVER buy off these cowboys again. Only recommendation I can give is to buy from elsewhere.”

Helpful Report

Posted 1 year ago

“75th birthday present for my wife, £40 bouquet, which was almost dead on arrival, some flowers must have been out of water for more than a week, others were all wilted, petals were brown, a couple of roses had even fallen off, an absolute disgrace, I received a refund and a £20 gift card, but I will never buy flowers from this store again. Shame on Marks and Spencer.”

Helpful Report

Posted 1 year ago

“i have to say i have read most reviews about this company but none as shocking and disturbing as the Torquays so called flagship store if you can Ban a loyal customer for rewarding your staff for going the extra mile to help a customer then there is something seriously wrong with this companies policy its clear MRS C. Thomas the general manager should of sacked the staff and managers that took this money but its clear it was easier for her to Ban the customer and i believe even the commercial manager Andrew Harris took £100 from this customer and then told the customer he was being Banned from there store for giving mangers money which was against there policy how Disgusting for head office to allow managers to perform in this manner if the managers and staff had said we would be sacked for taking this money i am sure the customer would have not even offered it to them or would of wanted to put them or himself in that position i wouldn't give them my custom after reading there reviews well done Nikki all yr doing i believe. To the customer keep yr money in yr pocket and learn from yr mistake”

Helpful Report

Posted 1 year ago

“Received flowers from my son and daughter in law on Monday by the time l picked off the dead and broken ones there was a pile as big as the bunch. It's now 3 days later and the only ones surviving are never going to come out Very disappointed would not recommend”

Helpful Report

Posted 1 year ago

“Late delivery of initial order. Flowers poor quality and pale coloured on arrival . Replacement order arrived late evening , having been out fir delivery from 10-am. Pale flowers , totally unlike vibrant Gladioli picture on website. Delivery driver harassed on delivery , so not nice .”

Helpful Report

Posted 1 year ago

“Absolute disgrace. Ordered flowers 2 days early which were guaranteed to be delivered on my mum's 89th birthday. Chased the order and was told there had been a mistake and they would be delivered the next day - two hours and three departments later, there was no resolution. They offered a bigger bouquet and a box of chocolates to be sent the next day but as I pointed out, it was absolutely a waste of time as it was her birthday today not tomorrow - don't waste two hours of your time like me chasing and trying to resolve their mess, go to Waitrose!”

Helpful Report

Posted 1 year ago

Marks & Spencer is rated 2.1 based on 1,217 reviews