Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.10

2.1 Rating 1,218 Reviews

25 %

of reviewers recommend Marks & Spencer

Company Reviews

Questions

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

“Ordered a flowers, chocolates and wine gift to be delivered to my friend on her birthday. Nothing arrived. I phoned customer services to be put on hold then cut off as it was I guess "home time" as it was just before 8pm.Used the virtual chat to have the person who introduced themselves to me and was going to help just leave the chat. Called this morning and got a refund. I won't be using M & S again for delivering flowers.”

Helpful Report

Posted 4 years ago

“Ordered flowers on a Friday to be delivered Monday for a friends birthday. They arrived Monday at 7pm. Very disappointed. My friend thought I had perhaps forgotten & made a last minute attempt to send her flowers. Would not recommend M&S flower services. Very disappointed as shop weekly M&S at Rushden Lakes.”

Helpful Report

Posted 4 years ago

“Just had a delivery of yellow roses in a planter from a relative who knew we were having a rotten time they were just left on the doorstep luckily they weren't pinched but when opened the roses were out of their pots,compost everywhere and the roses had heads fallen into the bottom of the box”

Helpful Report

Posted 4 years ago

“Flowers never arrived although courier tracking said "in transit". Was told I would be text with updates on delivery but that didn't happen. M&S customer service telephone service was worse than useless. No empathy. Just refund or redelivery. No offer of small credit for inconvenience for another purchase/delivery etc. Just reading from a text book and felt they weren't listening to me at all. Order was for friend who needed support on that particular day so redelivery was not an option and a little something towards another order would have been nice. Just felt that M&S could not care less which is incredulous in this current climate. Expected more from M&S and will not use again. Zero stars from me!!”

Helpful Report

Posted 4 years ago

“my daughter just received a bunch of sopposedly fresh roses from a friend via your services, she has just lost her husband and when opening out the bunch which looked lovely, the petals of the roses began to fall off, meaning they have been doctored to look like buds by removing the old petals. Shame on you Marks and Spencers, we have and always support you. Now leaves alot to be desired.”

Helpful Report

Posted 4 years ago

“I ordered the Autumn Elegance Bouquet for my mother's birthday. The tracking says delivered 2nd November2020. There has been no delivery. Marks and Spencer have not responded to my email. Very disappointing. I have now ordered flowers from interflora.”

Helpful Report

Posted 4 years ago

“Shocking I ordered a bouquet Prosecco and chocolates for a family members 40th. They were not delivered when I contacted M and S the best they could was refund the money. They said they they couldn’t contact the carrier due to Covid!! Email or phone do not involve exposure to Covid!! When I asked for number/ email they said they didn’t have one. I asked well if your carrier lets you down how do you contact them ‘ I don’t know’was the response. Absolutely disgusting customer service and I shall never use this service again and will be telling all my friends.”

Helpful Report

Posted 4 years ago

“Rose and Seathistle bouquet delivered yesterday 24th October as gift for my retirement. On opening box roses were brown on edges leaves broken, some petals wrinkled. Seathistle soft droopy. Chrysanthemuns several petals falling off and others drooping. These would have cost the sender a lot of money. Not the quality I would expect from M&S.”

Helpful Report

Posted 4 years ago

“Friends ordered a planted basket for me after I came out of hospital and the first delivery the plants were out the basket and upside down!! Another basket was sent and was supposed to have apology chocolates. The second basket had soil coming out and damaged plants and no chocolates. I am an ex florist and I was disgusted with the appalling deliveries.”

Helpful Report

Posted 4 years ago

“I ordered the Collection Rose & Seathistle bouquet to cheer myself up as quarantined for 14 days. At £35 this bouquet should be top quality. They arrived on time, but straight away you could tell the flowers were not going to last the roses were brown at the edges and fully open and slightly droopy, and the sea hollys looked sorry for themselves . However, I followed the instructions to the letter, hoping, they would perk up. Five days later after refreshing them several times and fresh water and food, and it is fait to say they are on there last legs. It's almost like these flowers were just picked off the shop floor and had been there several days already. I am disappointed about the quality, which does not match the marketing hype. Fresh Flowers, should be at there best when delivered, and give pleasure for a minimum of 7-10 days.”

Marks & Spencer 1 star review on 19th October 2020

Helpful Report

Posted 4 years ago

“The flowers are only a few days in the vase and are already half dead, they were not cheap at £30 for the bunch, very disappointed 😔”

Helpful Report

Posted 4 years ago

“Ordered the 12 red roses for our anniversary. To say the least well disappointed Looked really nice in box but on closer inspection some of flowers had dark edges and when we removed packaging 2 of the head fell apart so now we have only 10 I complained and was offered a replacement but I refused as they were for my wedding anniversary and that is today”

Marks & Spencer 1 star review on 17th October 2020

Helpful Report

Posted 4 years ago

“Received these for my birthday from a family friend. Very disappointed with the quality and look. They do not resemble the Autumn Elegance bouquet as depicted on the website!”

Marks & Spencer 1 star review on 12th October 2020

Helpful Report

Posted 4 years ago

“Appalling experience. Ordered flowers for a birthday. Not delivered on the birthday or at the next scheduled delivery date. In the end I was asked to receive them at my address and deliver them myself! (15 mile round trip). Would never, ever use again.”

Helpful Report

Posted 4 years ago

“Flowers delivered on 17th September, gift from friend. Three days later starting to wilt. Today 25th, a sorry state. Receive bouquets from M & S source frequently and this is the first they have disappointed. B. Walker”

Marks & Spencer 1 star review on 25th September 2020

Helpful Report

Posted 4 years ago

“Flowers ordered by a friend for my birthday in solitary quarantine didn’t arrive. Too late now M&S have advised my friend to get a refund after she rushed to the store where she ordered them to get poor customer service attitude. On a plus, the last few M&S bouquets I’ve received as gifts have lasted only two days ..compared to past the sell by date ones I bought myself from Asda...two weeks later still lovely. Better to order from local florist...”

Helpful Report

Posted 4 years ago

“I ordered delivery of food & treats for my uncle's 90 th birthday as we could not meet for small family celebratory lunch. M & S used Yodel to deliver the food & they left at wrong address. When it eventually reached him 8 hours later( via neighbour) it had to be thrown away as chilled food had been sitting in sun. I wrote letter of complaint to M & S but have not received an acknowledgement. My poor uncle's 90 th birthday was a wash out & caused him extra stress & work rather than being a pleasant surprise.”

Helpful Report

Posted 4 years ago

“Waste of money. Very uninspiring, poor selection of flowers. I could have got exactly the same from local supermarket at a quarter of the price. First delivery was ok, but has got progressively worse. Spend ages on the phone trying to get through to Customer Services, then cut off. Emails go unanswered. Have now cancelled and gone elsewhere.”

Helpful Report

Posted 4 years ago

“Received delivery of a rose and sea thistle bouquet as an anniversary present from family .what a disappointment..Rose's fell apart on opening .the other flowers had a brown tinge to them all .On discussing this with your customer services they sent a replacement. They came and were exactly the same ..after 5 phone calls to customer services I was told to get my family to get a refund appauling service ..”

Helpful Report

Posted 4 years ago

“Flowers were late. I tracked them as they were a gift, and could see they were sitting in a depot for two days. When they arrived they were all dead!! Waste of money. Customer services offer to send a 'fresh' bunch. No thank you! Also Marks and spencer rejected my review for their website. Basically, they know they are conning people and don't care! Don't waste your money or time with M&S flowers.”

Marks & Spencer 1 star review on 31st August 2020

Helpful Report

Posted 4 years ago

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