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

“I also ordered the berries bouquet and chose the 23rd December for delivery. Contact was good. However when I opened them on this date, they were severely wilted, I trimmed the roses, placed in water in a cool room, hoping they would pick up (No flower food enclosed) Roses should have lasted longer but gradually died before the green foliage started shedding its leaves. They were thrown away by the 27th. I made a phone call today and pleased to say they are refunding. I have always ordered online from M & S but on this occasion disappointed.”

Helpful Report

Posted 2 years ago

“Never mind that the incorrect flowers arrived with broken box, taped up wrapping paper and dead flowers, the promise of a replacement of a bouquet after Christmas (28th) never arrived either and despite two phone calls and an emailed complaint and a response to their survey providing contact number, NOTHING has happened. Disgusted, disappointed and left in despair. Shame on you M&S. might help if you could deal with UK instead of S Africa and India!!”

Marks & Spencer 1 star review on 31st December 2022

Helpful Report

Posted 2 years ago

“I placed an order for Santa's boots Cyclamen plant for Christmas Eve as a gift and it only arrived today. It was very nice but would have been nicer for the recipient if she had got it when I had ordered it for plus in the pic the boots were red with white at the tops but these were just plain red.”

Helpful Report

Posted 2 years ago

“Ordered Warm Winter Brassica flowers for my sister for Christmas due to be delivered on Christmas Eve. Have never been so disappointed and embarrassed. Could have got better flowers from a petrol station at half the price. Ordered from M and S before and never had any problems. Don't know whether they have changed suppliers but will definitely not be using them again.”

Helpful Report

Posted 2 years ago

“My sister sent me a Christmas premium table arrangement. The box was left upside down on my doorstep. Inside there was no protective packaging and the three table decorations were unrecognisable. I was offered either a refund or a replacement which would arrive on 29th! Too late for Christmas! I will never order from M&S again.”

Marks & Spencer 1 star review on 27th December 2022

Helpful Report

Posted 2 years ago

“My friend kindly sent me a bouquet after suffering a heart attack. I did not receive them and they sent another a week later. I asked same driver where he had left first box as had no idea from picture, he grunted and walked away . My husband was on workshop roof and noticed the box in neighbours path which is rarely used..it had been thrown over locked gate. Disgusting service”

Marks & Spencer 1 star review on 24th December 2022

Helpful Report

Posted 2 years ago

“Had an update to say flowers delivered today these were a Xmas gift for my mum and dad, but when I looked at delivery pic they had been delivered some where else and not my dads, checked all my details on order and they were all correct, But courier had not delivered to correct address, some lucky and not very honest people have a free gift, very disappointed won’t be using them again”

Marks & Spencer 1 star review on 23rd December 2022

Helpful Report

Posted 2 years ago

“This was the third bouquet of flowers ordered for our golden wedding anniversary (I have already complained about the previous two). This one arrived three days late had been repackaged and was upside down with the flowers under a bottle of champagne. You really need to get this sorted out Marks.”

Helpful Report

Posted 2 years ago

“PLEASE DO NOT SEND FLOWERS USING M & S. I have had 2 deliveries of M & S flowers this week as gifts from friends. Both gifts have been absolutely appalling. The friends who sent them would be distressed to see what M & S delivered to me. Their courier delivers a box that shows signs of being mishandled. The flowers inside are simply awful. Half dead, colourless and of very poor quality. The one a basket of planted flowers had been so mishandled the plants were all loose in the box and on opening I had soil everywhere 😩 Customer service operators are completely disinterested in any complaint. If you value a friend do not send them M & S flowers !!!!”

Helpful Report

Posted 2 years ago

“Ordered the Ruby red bouquet £40 but received completely different flowers which were half dead anyway. Shocking quality unbelievable for M&S. Had to get refunded. First picture shows what I ordered off the website the other pictures are what I actually received. Not good enough M&S.”

Marks & Spencer 1 star review on 21st December 2022

Helpful Report

Posted 2 years ago

“Just received two separate bouquets for or 50th wedding anniversary from two different people. Both bouquets have been squashed, obviously been on their sides. Some of the flowers are broken ne had dead. Never had this experience with Marks before and am extremely disappointed.”

Helpful Report

Posted 2 years ago

“I ordered some flowers to be delivered on a certain day on that day I had an email to say they had been delivered and left in the porch. The recipient had been in all day nothing in the porch!! I contacted M and S. Customer services contacted Yodel M and S "trusted partner" ha ha to be told the flowers had been taken to the wrong address!! This is one flower delivery firm I WILL NOT be using again”

Helpful Report

Posted 2 years ago

“after having complained by email and having no response i thought i’d make a review the quality and quantity is nothing as described infact my reduced flowers at the petrol station are better !!! sort it out m and s or don’t bother offering a delivery service these were for my mum as a thankyou age actually felt sorry for me that is wasted my money and couldn’t believe where they were from . never again as you took out the box the petals and leaves we’re falling of !!”

Marks & Spencer 1 star review on 20th December 2022

Helpful Report

Posted 2 years ago

“Husband sent flowers to my parents and the bouquet received was nothing like what it should’ve been.. absolutely shocking again after the Mother’s Day debacle… we deserve a refund… it’s embarrasssing”

Helpful Report

Posted 2 years ago

“Bouquet of Roses ordered from M&S for mums birthday but they sent a bunch of Iris's instead. The bouquet that did arrive from DPD had approx 5 heads snapped off the flowers where they had been mistreated during transit. Box was left outside my door with flowers upside down. Finally got to through to someone in the chat and got a refund but no apology for the appealing service. Will avoid in future.”

Helpful Report

Posted 2 years ago

“Flowers delivered 1 day late, granddaughter upset, as is her mum, as they where a birthday gift for her, I'm embarrassed that the flowers arrived in the state they did, m& s customer service where shocking. !”

Marks & Spencer 1 star review on 14th December 2022

Helpful Report

Posted 2 years ago

“I am sorry to be doing this to such an established British Company with a one time high quality service and goods. Sadly I am going to repeat another complaint I have just read on this site. Yesterday I received a bunch of flowers for my birthday which half the flowers were limp including the leaves I realise it was mainly the bunch of tulips added to the bunch. The website chat box is totally unstable and after 3 attempts and being cut off I ended up phoning customer service. After explaining they were limp and could send evidence the operative said there was no need and would send another bunch. Sadly they arrived next day in exactly the same condition. Limp leaves and collapsing tulips. I can’t say how disappointing this experience is it’s as if no complaint was put in and nobody has learnt. My sister in law who sent the flowers does not know yet as she will be derverstated to be let down by a highly regarded company. I don’t know who you are employing but the obviously have no pride in their employment position or the training is lacking. I realise customer service does not care either so sadly this is my warning to other potential customers.”

Marks & Spencer 1 star review on 13th December 2022

Helpful Report

Posted 2 years ago

“We received online flowers from Marks & Spencer they were half dead. We complained and they sent out another bunch of half dead flowers totally unacceptable they cost £40 and were only fit for the bin.”

Helpful Report

Posted 2 years ago

“Most appalling bouquet of flowers were delivered. They were called ‘Thinking of You ‘ . Well there were only 4 white roses and one of them was dead ! Everything else was just wilting greenery . I phoned m&s , complained and they kindly sent the same arrangement again . I assumed the first delivery was just a hiccup so I was absolutely horrified when the second bouquet arrived the same !!! I have taken photos and will be taking these to m&s tomorrow to discuss . These were a special birthday present and I know the sender would be absolutely mortified to see what a total waste of money the flowers were . Whatever florist has this contract should be removed as I certainly would never order or recommend m&s flowers !! The attached photos show what should have arrived as seen on the m&s page whilst the other photo is what actually did arrive”

Marks & Spencer 1 star review on 5th December 2022

Helpful Report

Posted 2 years ago

“My birthday flowers have just arrived and they are terrible. They look dead, i am so dissappointed.”

Helpful Report

Posted 2 years ago

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