Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.13

2.1 Rating 1,168 Reviews

25 %

of reviewers recommend Marks & Spencer

Company Reviews

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Metrics

2.1

Based on 1,168 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 5 star review on 7th November 2024

Wendy

Marks & Spencer 1 star review on 4th August 2024

Lozenge

Marks & Spencer 1 star review on 16th July 2024

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I ordered flowers for Mother’s Day but to be delivered on the 17th March The flowers arrived while I was with my mum who is 90 years old I opened the box which was squashed one end, the flowers which were supposed to be pale lilac roses were brown wilted and crispy they were not fit to try to put in water I called customer services who blamed it on the courier company Yodel I was offered £10.00 e voucher but I said that was not good enough and I was asked to send photos which I have. I had a reply which said it will take 48 hours for a reply Now each email they send discussing this takes a further 48 hours each time I reply. The emails are written poorly and have a American feel to them, very weird the person signs off ‘Have a nice day’ Communication is really poor no apology and although I have used them for years I will not use again.”

Helpful Report

Posted 1 year ago

“I’ve ordered some flowers for mothers day to gift my mum on the day. When they arrived they were all dried and squashed up. I felt ashamed giving her dead flowers. They didn’t even look the same as they did on the picture. I thought I ordered some beautiful pink and red roses and flowers and I’ve received some dead flowers. Last year we’ve also ordered a birthday cake and it has been given to someone else on the day. Such a shame cause it’s always on special occasions they mess up on.”

Helpful Report

Posted 1 year ago

“I received a delivery of flowers on Mother’s Day that like many others were half dead. I contacted the customer service dept which kept cutting off the call 5 times. Emailed the next day and got a response 48 hours later asking me whether we wanted a refund or a replacement. I responded that they should at least be offering both. Now got an offer of a refund and a £5 e voucher. Probably doesn’t even cover my telephone costs. Marks and Spencer how the mighty have fallen. Very poor customer service”

Helpful Report

Posted 1 year ago

“Just recived some flowers from marks and Spencer’s from a friend and did not have the heart to tell her the state they arrived.flowers all dried out ,and all the leaves broken and squashed ,they where not wrapped or in any water just laid in cardboard box.It’s upsetting to think that kindhearted people spend a lot of money not every realising the disappointing flowers that there loved ones have recieved.Do not send flowers from marks and Spencer’s.”

Helpful Report

Posted 1 year ago

“DONT USE THE FLOWERS ARE DEAD WHEN THEY ARRIVE”

Helpful Report

Posted 1 year ago

“Mothers Day flowers. Looking at all the reviews Marks and Spencer need to overhaul their online service. Dead roses and such a disappointment for a mother and the child who ordered and spent such alot of money. Shame on your company. Ask yourselves if you would like your relative to receive dead flowers. If the flowers would not be acceptable in store for sale, don't send them out for online orders”

Helpful Report

Posted 1 year ago

“mothers day flowers all dead! My son spent a lot of money and not one rose was in good order. One star is too good. Going to email them - anyone want to bet whether they reply!!!”

Helpful Report

Posted 1 year ago

“I ordered flowers for delivery for Thursday 17th March ( not for Mothers Day ) . I was sent a photo by delivery showing a broken box supposedly delivered Friday 19th to the outside of a block of flats . The deliverer never tried the buzzer to go into building or to the flats to find the flat . You have this recorded as I informed customer service on Friday after going through an unreasonable hike round website to find contacts for customer service . The flowers were never found . Marks and Spencer’s sent replacement for delivery today - just had a photo showing these also not delivered to the flat but left outside the block of flats . The buzzer was never pressed . These are elderly disabled people . The instruction was specifically to go to the flat doors I love marks and Spencer’s flowers but I won’t be sending them to anyone again until they change their delivery company .”

Helpful Report

Posted 1 year ago

“Really disappointing! Doubt if these roses will last a day. My daughter obviously spent a fortune (Mother’s Day usual rip off!!) for them to be delivered on the Day. Box full of fallen petals - these flowers are old - no water Don’t have the heart to tell my daughter and I guess that’s what M&S depend on!!! Bet I don’t hear back from them. Just read SO many poor reviews for Mother’s Day-1* total rip off M&S!!!!! SHAME ON YOU!! This website is rubbish too - can’t upload any photos. They’re probably scared as they will show how rubbish they are.”

Helpful Report

Posted 1 year ago

“I ordered flowers for my mum and flowers for my mother in law, both for mothers day. Mum rang to say 2 Rose heads and 1 tulip head were broken and that the foliage was squashed. Mum said that it looked as if the flowers had been stored somewhere for a couple of days and then rammed into the box. I immediately rang Customer Services and they arranged for a new delivery to be sent next Thursday. Mother in law sent me a photo of her roses. They looked different to the original photo on the website. Very disappointed with Marks & Spencers and won't order from them again.”

Helpful Report

Posted 1 year ago

“Very disappointed with the flowers I received from my daughter from M&S for Mothers Day, they arrived yesterday fortunately my daughter was with me when they arrived and to see how bad the flowers were, the roses were turning brown at the edges and the rest were very limp.”

Helpful Report

Posted 1 year ago

“Same problem as most others. Flowers not in water and roses wilted and brown edges. Mothers day gift from my daughter but don't have the heart to tell her. Used to be able to rely on M&S for beautiful quality flowers but not anymore. I certainly will not use them myself after this.”

Helpful Report

Posted 1 year ago

“My son sent me flowers for Mothers Day. The delivery was fine but the roses were tired and on their last legs. I contacted Customer Services and was immediately offered a gift card - apparently they’ve had problems. My son spent £45 on what was just a few dead roses and a bit of foliage. The flowers were not in a water bag so no wonder they were dying. This has happened before with M&S why won’t they learn? 12 roses for £45???”

Helpful Report

Posted 1 year ago

“Had flowers delivered today mothers day. They were poor quality and wilted.”

Helpful Report

Posted 1 year ago

“flowers wilting turning brown and the extra foliage is the same as a common garden plant with very woody stem. they were delivered on Saturday, but looked as though they had been packed for several days. No water or damp packaging at all. Bouquet was lovingly sent to me for Mothering Sunday.”

Helpful Report

Posted 1 year ago

“Appalling service. Flowers limp, half dead and heads had fallen off. Incredibly disappointing. Rang to complain. Person I spoke to actually said 'I can't discuss this with you as you didn't make the order hey'. I had to demand to speak to a manager. Do they really think that a refund is an acceptable way to compensate for this? Interestingly the customer complaints team is outsourced by M&S (I asked the person I spoke to) so are M&S even aware.of this shocking service? Issue not resolved as the have to speak to the person who placed the order.”

Helpful Report

Posted 1 year ago

“Ordered two lots of Mother's Day flowers, both were unsatisfactory. One was a basket arrangement and some of the plants need replanting. We ordered this as we thought it would be low maintenance for our disabled mum. The other arrangement arrived with a broken vase and dead flowers. We paid nearly £100 for this very disappointing substandard order. Quite disgusting, if you can't deliver a service well, then don't bother.”

Helpful Report

Posted 1 year ago

“Just received flowers, didn't even bother to knock, left them in the bin cupboard and didn't leave a note to say they were there. Flowers are wilted and half dead. I have never in my life received such a sad bunch of flowers. I'm actually disgusted. My daughter will be horrified when she sees them as she bought them for mother's day. Steer clear of this, awful service and dead flowers, keep your money.”

Helpful Report

Posted 1 year ago

“Terrible service! Ordered flowers on 12th March to be delivered on my nominated date, 18th, the day before Mother’s Day. Didn’t arrive, then received an email late on 18th to say my order had been cancelled due to problems with their delivery partner and I would be refunded. By then it was too late to arrange another gift for my step mum, who lives an hour and a half’s drive away. Received another email today to say the flowers will be delivered tomorrow. What good is that? Mother’s Day is today, not tomorrow. I am still expecting a refund. Never again M&S flower delivery. I don’t trust you and you’ve caused a great deal of disappointment. Expected much better.”

Helpful Report

Posted 1 year ago

“My wife received flowers for Mother’s Day, no water, blooms wilting and of lower than expected quality. This is the third time it’s happened, and don’t want to tell sender (Son), so they feel disappointed, so have to pretend they’re ok. 2.2 Overall score, M&S you should be ashamed!! Also, adding photos box doesn’t work.”

Helpful Report

Posted 1 year ago

Marks & Spencer is rated 2.1 based on 1,168 reviews