Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.10

2.1 Rating 1,217 Reviews

25 %

of reviewers recommend Marks & Spencer

Company Reviews

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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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Had a bouquet of Rose's and tulips, Roses were already drooping next day very disappointed as a gift from my son .”

Helpful Report

Posted 4 years ago

“I ordered flowers for my mum's birthday. She is 79 today and is undergoing cancer treatment. I haven't seen her for a long time due to the pandemic and the fact that I work in a nursing home with a lot of covid positive residents, so I daren't go to see her at the moment. So it was important that the flowers arrive and that they were nice. I've just spoken to my mum and she said that the flowers were just left downstairs on the front porch, no card or anything through the door and no one knocked on delivery. This has happened a few times and really it isnt good enough. If I hadnt had phoned the flowers would have been there all night. They were delivered (according to the text I received) at 11.15 this morning and my mum didnt find them until almost 5 pm. You really should tell your delivery people TO KNOCK ON THE DOOR OR AT LEAST PUT A CARD THROUGH THE DOOR TO ALERT THE PERSON TO THE FACT THAT THEY ARE THERE. I wont be ordering anymore flowers from you.”

Helpful Report

Posted 4 years ago

“The flowers will last a couple of days at best - the roses were already in full bloom. It would be better to put them as buds so they have time to bloom and can be enjoyed longer. They were part of a birthday gift from my daughter. I didn’t want to outset her by saying they were quite poor but perhaps I should have done so she could have complained.”

Helpful Report

Posted 4 years ago

“My flower order arrived a day after advised in a severely damaged box delivered by a very rude Yodel driver. Flowers not as the web site either. Not what I expected from M and S.”

Marks & Spencer 2 star review on 7th January 2021

Helpful Report

Posted 4 years ago

“Christmas bouquet arrived with roses berries and guilded holly. Very disappointed the box said they were in water but they didn’t have any water and the roses we’re in poor condition one stem was broken. Had flowers delivered from you the previous day the red roses were beautiful they were in water that was also a Christmas bouquet.”

Helpful Report

Posted 4 years ago

“i ORDERED THE CHRISTMAS WOODLAND GIFT BAG AND A BOTTLE OF PROSECO AND PAID £10 EXTRA FOR A SMALL BOTTLE 35CL WHEN THE 75CL ARE £10 IN MARKS!!!! REALLY BAD MARKETING M&S AND TOTALLY MISLEADING. WILL NOT USE YOUR FLOWERS EVER AGAIN.”

Helpful Report

Posted 4 years ago

“Ordered two bouquets. One fine. The other never shows up. But getting through to tell someone on the phone or email is impossible. I don’t think M and S can cope with the internet age which is a real shame as I have a strong heritage affection for them.”

Helpful Report

Posted 4 years ago

“Despite the box showing which way up the bouquet should be delivered, the flowers were upside down and left outside, despite note on door to ask that they should be put in porch. A lot of the tiny leaved greenery was brown lower down and two stems were broken. Last time I ordered from M and S (several years ago)the delivery arrived 2 days late and was damaged. I had hoped they would have improved. Never again.”

Helpful Report

Posted 4 years ago

“One bouquet was damaged on arrival - which they did replace when I complained. However the reason I wish to cancel is due to receiving 2 bunches of tulips for December - worth (having looked in other stores) about £8. Not worth the £20 payment. I called and was told all customers received the same. Shame as some bouquets have been lovely. But I will now try another subscription service.”

Helpful Report

Posted 4 years ago

“Alastomeria and rose bouquet Delivered in box...flowers very wilted not satisfied ..£35 cost.”

Helpful Report

Posted 4 years ago

“Ordered roses for friend , noticed error on postcode 1 letter within 40 mins of order called customer service told it would be rectified, it wasn’t , the flowers just disappeared 6 phone calls , flowers replaced that delivery was ok .Decided to order again Yesterday , next day delivery received email to say they aren’t going to be delivered today . It’s not good enough .”

Helpful Report

Posted 4 years ago

“Received a flower delivery of roses yesterday. The box was water damaged at the bottom . Some of the flowers were already going off and had brown petals. There was no card so no idea who sent them. Rang customer services and they confirmed a card should have been in the box. Very disappointing and expected better quality from M&S.”

Helpful Report

Posted 4 years ago

“Received box of flowers as a 'cheerup treat' on Tuesday Nov 10. On opening the box the flowers were in a plastic bag with no water/wet wrap. There were chrysants, roses and spray chrysants in lovely autumn colours. I put them straight in a vase following all instructions. I threw them out on Sunday 15th Nov. The leaves had shrivelled, the stems brown and mouldy and heads/petals droppping. Very disappointed.”

Helpful Report

Posted 4 years ago

“Ordered a luxury orchid bouquet for a birthday. Yodel say they delivered but nothing arrived. To their credit M&S did send another bouquet but this was not what I ordered, not fresh, (chrysanthemum & carnations!) half the value - no similarity at all. Now I have to contact customer services again... birthday surprise ruined. Will not use this service again.”

Marks & Spencer 2 star review on 14th November 2020

Helpful Report

Posted 4 years ago

“The flowers received were beautiful but there was no name of the sender on two lots of flowers received. These flowers were sent in response to a bereavement. We have called twice and your staff are refusing to tell me the sender due to data protection laws. Now I have no way to thank the senders, and they are probably feeling insulted that no response has been received. You really need to make your website more clear, by informing senders that if they do not include their names in the response section, their kind gesture will remain anonymous.”

Helpful Report

Posted 4 years ago

“Received the amethyst bouquet from friends after a family bereavement. Some of flowers buds mouldy others lost petals as they were being unpacked. Certainly not as many flowers as picture on website would suggest. Very disappointing.”

Helpful Report

Posted 4 years ago

“Far too much greenery not enough flowers, only 8 flowers and 2 pink coloured spray type flowers in bouquet, received these as a gift, too embarrassed to tell sender. Disappointing.”

Marks & Spencer 2 star review on 19th October 2020

Helpful Report

Posted 4 years ago

“I recently received a bouquet of red and yellow roses with lilies as a gift. I unpacked them immediately and followed the instructions to the letter. I noticed that the leaves of the All red roses were very dry and papery. There were two large pieces of single use plastic around the bouquet, but no water. This was highlighted on the packaging as saving precious resources, but the red roses had already wilted before unpacking, and the yellow roses , while reviving overnight in water, developed brown outer petals within two days. The bouquet was dead in less than five days, so the water used in its cultivation was wasted and the single use polythene wrapping wasted oil-based resources. This was a very disappointing bouquet, and I feel that there is a lack of research into the effect of transporting flowers without water which has led to a waste of the flowers, as bouquets from other suppliers which use water last for around two weeks.”

Helpful Report

Posted 4 years ago

“My brother sent me a bouquet following my car accident, but I could have cried when they arrived as they were well past their best. The bouquet comprised white roses - outer leaves brown. White stock - limp and unattractive, green chrysanthemums - also going brown at the edges and several sprigs of green foliage which were also limp. I wouldn't take a bouquet like this to my worst enemy. The cut end of the stalks was really brown, as though they had been sitting around for a couple of days. It would upset my brother to know how awful these flowers were, and of course I shan't tell him, but I'm telling you that I was very upset when I got them.”

Helpful Report

Posted 4 years ago

“Had to order two bouquets when my mum’s birthday one was to be sent to my house. I only noticed the error after an hour and with M& S that’s too late to amend/ cancel order. It is not clear on the online order form where the delivery address goes as against your own one for credit card purposes. This has happened to me before but I noticed it in time and was able to cancel and reorder. Now I’ve had to buy two. One for her and one I don’t want to be delivered to me. Will use independent florists next time.”

Helpful Report

Posted 4 years ago

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