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

“Tried to send flowers to my daughter as an unexpected surprise to congratulate her on her exam success as her husband is away. Sadly M&S flowers use Yodel for delivery who made little attempt to deliver them despite her being at home - one of the advantages of tracking. M&S were unable to help as Yodel customer service close at 1pm on a Saturday. They may try to deliver again on Monday, it isn't clear, but she is a junior doctor working 9am-10pm so she definitely won't be in then. I would have expected M&S to use a more reliable delivery service given the prices they charge.”

Helpful Report

Posted 5 years ago

“I ordered flowers to be delivered for my mums birthday as I was going on holiday. I requested that they would be delivered on the day of her birthday. When I returned from holiday I was surprised that my mum had not thanked me for her expensive bouquet? When I asked if she liked her flowers (2 wks after they should have been delivered) she looked at me blankly? No flowers had arrived and I received no phone call or email to say there was a problem. When I finally got through to M&S, I got a rude customer service agent that told me they couldnt be delivered as they got damaged in transit??? Firstly, why not inform me? Secondly, why not resend flowers? Thirdly.....why did they not refund my account until I contacted them? They were just hoping I never found out! I finally got refund but no apology....very poor indeed! I will never use this service again! Minus 5 stars!!”

Helpful Report

Posted 5 years ago

“Queued in the cafe for ages only to be told by a triumphant service person the long list of food they didn’t have - this was at 13.25. I left immediately and won’t be going there again.”

Helpful Report

Posted 5 years ago

“We purchased your Italian Style Baby Leaf Salad and when we took it out of the fridge (unopened) we put it on the plate and there was a live grasshopper in the bag. We were appalled that in your production process that this could actually occur which makes us very concerned that similar things could occur throughout your food production process. In addition that salad was going to be our evening meal but neither my wife nor I had any intention of eating that salad once we had seen this insect in your salad. Yours sincerely David W.”

Helpful Report

Posted 5 years ago

“Flowers ordered for a relative who was recovering from illness. I was surprised not to receive a thank you from her, but on enquiring I discovered that the flowers had never been delivered. To make up for her disappointment I reordered a bouquet. I telephoned M&S to check that they had been delivered, but their tracking process found that the bouquet had been signed for at a pub in an adjacent town 7 miles away. This appalling service has caused so much distress and unhappiness - exactly the opposite of what I anticipated. AVOID this service at all costs.”

Helpful Report

Posted 5 years ago

“My son purchased flowers for me today a Sweet Autumn Bouquetta from M & S as a gift. When assembling them in a vase flower heads were falling off, leaves were limp and curling. They were definitely not worth the cost he paid and terribly disappointed.”

Helpful Report

Posted 5 years ago

“I placed a flower order and wrote a message on the delivery card . The flowers were delivered but not card so they didn't know who they were from! She guessed it was from one family, but They were paid for by from two families and it looks to one family like they were left out. Caused issues an m and s refused to resend the card, even though it should have been sent originally. Rubbish customer service.”

Helpful Report

Posted 5 years ago

“I bought a large expensive bunch of peonies in the hope that I would have a wonderful display in a short time. Sadly, not the case. The buds simply withered and rotted and the base. So disappointing, and a complete waste of money!”

Helpful Report

Posted 5 years ago

“My daughter ordered fresh flowers for a poorly relative on my behalf. It was due to be delivered on Easter Saturday. It still hadn't arrived by 7 in the evening! My daughter received a text saying delivery 7-9 ! Then at 9 stating card through door and left in a safe place . Of course no card through door or flowers...how disappointed she was and us also. My family will never use M.&S flower service again or recommend, a very poor service.”

Helpful Report

Posted 6 years ago

“Ordered an orchid as a gift for an elderly, single lady who lives alone. M&S state deliveries occur between 7 am and 7pm, but the gift was left by Yodel after 8pm at night, in the dark, on the doorstep. The doorbell wasn't even rung, though she wouldn't have opened the door even if it had. M&S refuse to publish reviews which relate to delivery experiences, which i feel is wrong. Will not use them again.”

Helpful Report

Posted 6 years ago

“Absolutely appalling quality of padded lightweight jacket, £49.50. After first wash (following instructions) the padding has ‘clumped,’ some ‘pockets’ now have padding, many don’t. When you hold it up to the light this is clearly evident. Made in China! Hugely dissatisfied.”

Helpful Report

Posted 6 years ago

“The service in the cafes are atrocious, especially in the Bolton branch. The staff are rude and not interested. I still visit as the food is what you expect but the staff red some customer service training. Served with a smile - definitely not.”

Helpful Report

Posted 6 years ago

“Off shore telephone customer service is APPALLING!!! they don't speak English or understand it! Why has a well respected British retailer made the choice to route thier calls off shore when the ones in Britian are far better and can actually deal with customer query's.”

Helpful Report

Posted 6 years ago

“M&S flowers not delivered by YODEL Dartford, Crossways Business Park. It seems Yodel reviews either (if this site is honest) get it right or don't .. On this occasion, they didn't as M&S flowers ordered but not delivered - apparently they were attempted to be delivered to a regular London address, and advised a card left. It wasnt - no card left, and no way to track because - guess what, no card with ref or ctc was left! Website advises collecting from delivery centre, 30 miles away (Crossways Business Park), and offer to collect at persons convenience. Problem is with M&S using a company that doesn't do what it should, and has inadequate follow up. Very disappointed that a simple 'cant be bothered to do the job correctly' has ruined a surprise for someone just out of hospital... ---------------------------------------------------------------------------------------------- Just seen a response from socialmediaescalations at yodel.gnatta.com .. however just fyi Yodel have failed to deliver the parcel yet again .. having had promises from M&S outsourced call centre that this was confirmed from your Yodel delivery centre. Apparently out for delivery since 1100, and then 2130 a message saying unable to deliver (second time), and unsurprisingly no info or card given to the recipient despite a ctc number. M&S should be ashamed to use Yodel worse than CityLink, and they went bust .. a lesson learned I guess .. M&S flowers not delivered for 2 consecutive days by Yodel, despite definite assurances to the contrary. M&S are at fault for not insuring their contractors are up to the job. This was intended as a surprise for a friend out of hospital, but now failed badly, so that is 2 sets expectations badly let down. M&S & Yodel - get your act together! Once getting it wrong is bad, but twice? .. Message to M&S - a damaging weakness in your reputation today.”

Helpful Report

Posted 6 years ago

“Reposted to keep it alive. This company are really not very good . I simply cannot understand how people rave about their food quality, when in fact it isn't very good at all. This company try to live on a bygone reputation, when there was little else really to get clothes from. The quality of their items is not good at all for the price. Whoever their buyers are should be sacked and get in people who understand what the public want, not what the the company THINK they want. Paying over the odds for clothing does not mean great quality. In fact this company sell clothing items either too long in the sleeves, trousers that are not what the size states they are, to name but two. I live in Kent, and the store in Dover has closed down recently. It has moved down nearer the sea front selling food only. This shopping precinct idea came from Dover District Council, and anyone living locally knows what this means. It most likely means that like everything else DDC get up to, it will fail. Seems like M&S didn't do their homework!! Who on earth is going to make a special trip to Dover to shop in Marks, for example, when they can drive a short distance to Canterbury and shop in that store which sells food also. It is very big. Come on Marks, get your act together and get with the times. Oh, and don't do what all the others are doing....self service checkouts. It is a fact people, that every single item you buy, the price of it being scanned at a REAL checkout by a REAL person, has been factored in to the total cost. If they want self service then insist on a discount for doing so or DON'T use them.”

Helpful Report

Posted 6 years ago

“Worst returns experience ever! I purchased two identical shirts, but decided to return one, in its original sealed packaging with labels on it etc. I also provided the original online order acknowledgement and invoice. After queuing for 10 minutes , I was told that i could not retrun the shirt, because I did not have the paper collection note, and was told, "try a larger store, you may have better luck"”

Helpful Report

Posted 6 years ago

“very bad quality”

Helpful Report

Posted 6 years ago

“very bad quality”

Helpful Report

Posted 6 years ago

“bad quality”

Helpful Report

Posted 6 years ago

“Spencer own product quality is not good. Please check before u purchased.”

Helpful Report

Posted 6 years ago

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