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

“Flowers arrived Saturday and were dead and in the bin by the following Thursday, very embarrassing to have to tell my daughter in law who sent them.”

Helpful Report

Posted 3 years ago

“My little rose pot only lasted four days. It was a present. Now I am hoping my daughter won’t see it. Very upset. Tried customer services.girl said can’t do anything without box number.I threw box out.When I said I would put it on Facebook she said do it.”

Marks & Spencer 1 star review on 30th July 2021

Helpful Report

Posted 3 years ago

“Received in air tight package dead within 2 days”

Marks & Spencer 1 star review on 28th July 2021

Helpful Report

Posted 3 years ago

“Terrible, sunflowers were Delivered and all dead. What a disappointment when they were sent to cheer me up being stuck in isolation and poorly with corona.”

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Posted 3 years ago

“I was looking for fruit basket for something urgent as I have to give it to someone on Saturday, 17 July. Googled around and M&S was one of the avaiable and I was thinking it is trusted brand so I ordered from it. On Saturday, I waited until 3pm and found no news about it (no text, no email). Only to find out that it got delayed and will be delivered on the next working day (monday!). Wasted my saturday, didnt get the intended fruit basket which is urgently needed, no apologies and they still charge me the delivery fee even when they didnt deliver. I will never use M&S flower service anymore.”

Helpful Report

Posted 3 years ago

“I ordered some flowers, and although I reread the bas reviews, thought not a lot can go wrong, but it did, they were all squashed up, they were not in bud as promised, they looked a bit dead. And the cape flowers were missing. So all in all, was not happy, as these were bought for someone who has dementia starting, so would not of even remembered who there from. I went on the chat 1st of all honestly don't bother, there lazy don't want to help keep you hanging on and on and on. Then cut you off. I complained about Enrique and nomestavo no oppology nothing. I decided not to have another bunch, as what I’d the same, she would not know or remember who bought them. And not the same is it.”

Marks & Spencer 1 star review on 11th July 2021

Helpful Report

Posted 3 years ago

“60th Birthday Flowers were left on the wrong door step. I hasd the distinct feeling they thought I was lying, even pulled up the street and asked me to describe the house. Would not give a refund until they had spoken to DPD, that was the next day, no phone call to me and I called again. Quizzed again about the house and finally I was offered a refund, all to late and could not really care less. Never again M&S.”

Helpful Report

Posted 3 years ago

“I ordered flowers for my wife for our anniversary. They were delivered at 7pm yesterday the courier left them on the front door step and took no advice per delivery instructions . The box was all battered and resealed by yodel tape at the bottom. The water had leaked from the bouquet and the flowers looked well passed their sell by date. I was extremely disappointed with this as they cost £50. I won't be purchasing flowers again”

Marks & Spencer 1 star review on 4th July 2021

Helpful Report

Posted 3 years ago

“I was sent a Hydrangea for my birthday three weeks ago. I followed the instructions on how to care for it, but by the end of the first day it was wilting. Despite my care, it continued to deteriorate. I sent an image to M&S and eventually got a response by using Twitter, as the phone call I made took ages to connect and then the call was cut before a resolution. They sent a replacement plant but it suffered the same fate. Now I have two dead plants! I am a gardener and keep alot of house plants too, so I can only conclude that there is something wrong with the way these plants are being produced. They have no resilience and will not make a successful transition to a new environment. When I informed M&S a second time and asked for a gift card in lieu of the plant, based on my belief that another Hydrangea would suffer the same fate as its two predecessors, they refused. Very disappointing service. I have an M&S account and have shopped there frequently in the past but, after this experience, I will think twice!”

Helpful Report

Posted 3 years ago

“Had a flowering plant basket delivered as a gift, the plants were dead and the soil everywhere. They sent out a replacement that was even more damaged than the first. Two plants loose in the box and a third completely buried in the soil. You can’t leave a review on their own site unless you actually purchase the flowers, the recipient can’t leave a review.”

Marks & Spencer 1 star review on 2nd July 2021

Helpful Report

Posted 3 years ago

“Had a gift of delivery flowers. They were nearly dead, packaging a mess and leaking onto the light box which was un useable. How they could send such sub standard flowers is beyond me. They will have made and package so knew exactly what was being sent out.”

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Posted 3 years ago

“Be very careful when ordering as you only have 30 minutes to change your order & although I admit it was my fault I put wrong apartment number on the rest of address was right & had Yodel left the flowers my sister would have got them in the end when I saw my mistake! No second chances with this lot shall not use again!”

Helpful Report

Posted 3 years ago

“I can honestly say what a shambles the return with paperless it is utterly abysmal!! please go to next to see the professionals at work i have been using m&s for over 40 years no wonder they are in trouble PLEASE GET YOUR ACT TOGETHER”

Helpful Report

Posted 3 years ago

“I would never order flowers from M & S, if you have to because of distance I suggest you tell the recipient to take a photograph so you can see them, awkward situation when one receives flowers (as I did) how can you complain. I complained to M & S and got even more upset with a rude customer care person and wasted over 30 minutes on phone. I wanted Marks to know so they could tell supplier. They stunk, wilted going brown, against the much cheaper flowers also from Marks was no comparison. I still like M & S flowers I felt the suppliers did not do the best for the company name in this instance. I do have photographs”

Helpful Report

Posted 3 years ago

“The Protea Posy arrived on 20th June. Sent to me by a dear friend who would be embarrassed and horrified to know that it bore no resemblance to what was on your website. I have not told her for that reason alone. I have included photos of the day they were received, then a photo from today.”

Marks & Spencer 1 star review on 26th June 2021

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Posted 3 years ago

“A dear friend sent flowers of condolences to me and they were had dead ,three alliums were squashed and petals missing and the stocks were squashed and looked like they had been dragged out of a bin ! Disgraceful! How can you tell the sender that they have just poured their money down the drain??”

Helpful Report

Posted 3 years ago

“Fower box taped up with yodel tape,gift bag destroyed soaking wet box and flowers bruised and dreadful looking full refund please”

Helpful Report

Posted 3 years ago

“The website is a Complete disgrace, you cannot choose address or adress details, someone needs to revamp this website”

Helpful Report

Posted 3 years ago

“I ordered flowers for my daughters wedding on a Monday for delivery Friday. I rang 3 times spoke to someone once. At 7.30pm still no flowers got my money back Then they turned up at 10.30pm I'm so not using them again. Rubbish service.”

Helpful Report

Posted 3 years ago

“Ordered flowers for my mother in laws birthday and they didn’t turn up. Called late in the evening and the advisor cut us off when trying to sort out and never called back. Trying again. This is the second time this has happened. Will try Waitrose next time as I cannot believe the service will be as bad. Do not use.”

Helpful Report

Posted 3 years ago

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