Marks & Spencer Reviews

Name: Marks & Spencer
Rating: 2.12

2.1 Rating 1,183 Reviews

25 %

of reviewers recommend Marks & Spencer

Company Reviews

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Metrics

2.1

Based on 1,183 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

Anonymous

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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

“Ordered roses for friend , noticed error on postcode 1 letter within 40 mins of order called customer service told it would be rectified, it wasn’t , the flowers just disappeared 6 phone calls , flowers replaced that delivery was ok .Decided to order again Yesterday , next day delivery received email to say they aren’t going to be delivered today . It’s not good enough .”

Helpful Report

Posted 4 years ago

“Ordered some items on a buy 3 and get 4th free. Only 3 arrived so when I used on line chat they said only 3 had been placed in my basket then hung up on me. I returned to their site and placed 3 items in my basket, then added an extra one - lo & behold, 4 items in my basket but only 3 charged for. M&S please note, dont advertise buy 3 and get 4th free,to avoild confusion just say buy 4 and get one free. and get your agents some customer service training.”

Helpful Report

Posted 4 years ago

“Still no delivery, it's my birthday and it's now 5pm, rubbish, won't order again Rubbish time slot”

Helpful Report

Posted 4 years ago

“Ordered flowers for my daughter's birthday, named date delivery, flowers arrived 2 days early, message card taped on the outside so almost went in the bin. Reportedly flowers already dying on delivery, as have been on the road for 2 days without water. Never again! Do not recommend!!”

Helpful Report

Posted 4 years ago

“Received a flower delivery of roses yesterday. The box was water damaged at the bottom . Some of the flowers were already going off and had brown petals. There was no card so no idea who sent them. Rang customer services and they confirmed a card should have been in the box. Very disappointing and expected better quality from M&S.”

Helpful Report

Posted 4 years ago

“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

“Received box of flowers as a 'cheerup treat' on Tuesday Nov 10. On opening the box the flowers were in a plastic bag with no water/wet wrap. There were chrysants, roses and spray chrysants in lovely autumn colours. I put them straight in a vase following all instructions. I threw them out on Sunday 15th Nov. The leaves had shrivelled, the stems brown and mouldy and heads/petals droppping. Very disappointed.”

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

“I buy flowers in marks and spencer food hall every week and I can happily say that they are beautiful and last well over a week and sometime two. Most of the time I buy bunches of roses that are £3.00 a bunch and Lilly’s that are £6.00 a bunch and I can honestly say that I have had expensive bouquets sent to me from other florists that haven’t been half a nice. Thankyou M&S they brighten up my day.”

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

“Ordered a luxury orchid bouquet for a birthday. Yodel say they delivered but nothing arrived. To their credit M&S did send another bouquet but this was not what I ordered, not fresh, (chrysanthemum & carnations!) half the value - no similarity at all. Now I have to contact customer services again... birthday surprise ruined. Will not use this service again.”

Marks & Spencer 2 star review on 14th November 2020

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

“The flowers received were beautiful but there was no name of the sender on two lots of flowers received. These flowers were sent in response to a bereavement. We have called twice and your staff are refusing to tell me the sender due to data protection laws. Now I have no way to thank the senders, and they are probably feeling insulted that no response has been received. You really need to make your website more clear, by informing senders that if they do not include their names in the response section, their kind gesture will remain anonymous.”

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

“Fairtrade® Rose & Alstroemeria Bouquet delivered 25-10 on time looked lovely but already flowers pased their best. £30 expected better”

Helpful Report

Posted 4 years ago

“Received the amethyst bouquet from friends after a family bereavement. Some of flowers buds mouldy others lost petals as they were being unpacked. Certainly not as many flowers as picture on website would suggest. Very disappointing.”

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

Marks & Spencer is rated 2.1 based on 1,183 reviews