Marks And Spencer Reviews

Name: Marks And Spencer
Address: Waterside House, 35 North Wharf Rd, London
Rating: 2.81

2.8 Rating 2,232 Reviews

43 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,232 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 45%
Accurate And Undamaged Orders	Greater than 69%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Marks And Spencer:

Marks & Spencer are one of the UKs top department stores with a substantial range of products available online. All M&S clothing and home products are available through www.marksandspencers.com, as well as some online exclusive products.

Visit Website

Phone:

0870 6080505

Location:

Waterside House, 35 North Wharf Rd
London
W2 1NW

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Marks And Spencer 1 star review on 18th February 2025

109

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

“Very disappointed with Culverhouse cross branch this morning. At around 11am they only had one cashier working with a queue of around fifteen people with large trolleys . This is not service, the queue shows that people are unhappy using the self service. I use MandS because of the usually good service but am beginning to think it really is not as good as it used to be. Helen on the self service was doing her very best but people are not happy using them. My sight is not wonderful and I hate using them. An elderly lady next to me was very unhappy trying to use them. Maybe this is why some people are stopping using Marks. Very disappointing.”

Helpful Report

Posted 1 year ago

“i have to say when you read about how the three managers spoke and tread a customer that had shopped in there store for more than 20 years its shocking if speaking and treating the customer like they did wasn't bad enough then for them to say there section manager felt petrified when this customer came in to the store and her husband was ringing her work to make sure she got in to work safe yet she took chocolates from this customer that she was supposed to be so petrified of how two face can you be and then the general manager saying that rewarding some of the staff that were polite enough to just say good morning to the customer was against company Policy and yet there staff took the reward with open arms and so did the dwarf lets hope there is someone looking down on all of those involved because what they did was cruel nasty and evil and for Jane to say to the customer i only gave the General manager your card because i have seen what the section manager is doing to you and and she should no better as she has worked here for more than 30 years the same as me and hopefully she will be dealt with which was recoreded on a phone as was the section manager who said we have gathered enough evidence to stop you shopping in our food hall the whole thing is very very sad”

Helpful Report

Posted 1 year ago

“If you want to a laugh she will make yr day get better”

Marks And Spencer 1 star review on 20th May 2023

Helpful Report

Posted 1 year ago

“Wide Fit Airflex™ Leather Lace Up Trainers Product code: T033342W. This is not a wide fit shoe, its a CM smaller than previous WF shoes Airflex I've purchased in past. I offered a standard M and S shoe up against this supposed WF and it was the same. This is not really a complaint. Its to tell you you have a mistake on the shop floor that needs correcting.”

Helpful Report

Posted 1 year ago

“What a rediculous service, then useless complaint process. Went into (food hall) store for small purchase and used self service till. Some items scanned but were not accepted into bagging area so staff had to acknowledge on the till to allow me to continue. Came to pay - till wouldn't scan Sparks card (from phone app), staff response to request for help was that is was a constant issue for them, but after 2 minutes of adjusting light levels and angle of phone had to give up. So I wanted to complain, found number and phoned. Their resposne was that the issue wold be raised with store management; I asked where was the customer in the process and how would I be advised the outcome of the complaint to be told that was not part of their process. Sorry, how can the customer raising a valid concern/complaint not be adviced of the issue or receive details of the outcome. So now 2 complaints lodged over a very small matter that should really ahve been resolved in store with a simple apology.”

Helpful Report

Posted 1 year ago

“M&S is a fantastic store it’s beyond me how the so called managers have got away with representing there flagship store in the way they have there commercial manager telling a customer Marks and Spencers don’t care or value there customers but hey I feel very so for you the customer what a smug arrogant pig 🐷 and the general manager saying her job is to protect managers like him and ban anyone who dares challenge her and to allow her section manager to send the police to a customer’s home with deliberate made up lies normal people wouldn’t do that the whole team are Toxic most retailers are doing what they can to get customers to shop in there stores but the HR department say they will back there managers even if there wrong the customer should be honoured we let them shop with us in our stores sorry to say we don’t all agree with that one you should make the ones responsible resign to prove you do care”

Helpful Report

Posted 1 year ago

“If Torquay marks and Spencers can treat customers like Nikki and girlfriend Dawn did close yr doors if you have to Lie about a loyal customer to get him banned from yr store it makes you the lowest of the lowest and people who Lie there is a God up there we all hope what you did was mean and cruel you should feel ashamed the store is ruined”

Helpful Report

Posted 1 year ago

“I have been meaning to write a review for a while regarding a member of staff called Steve at the Queens Drive, West Derby food hall. He is always so pleasant and takes time to ask about your day. Whenever my granddaughter is shopping with me she always asks if we can go to the till where he is working as he makes her chuckle when he calls me her Granny. I feel he goes above and beyond customer expectations.”

Helpful Report

Posted 1 year ago

“When the General manager MRS CLAIRE THOMAS can ask a customer to step outside her food hall she was well aware that this gentleman had shopped there for more than 10 YEARS her words to him were I take it very serious when you make a complaint against the arrogant MR ANDREW HARRIS her COMMERCIAL MANAGER she then said my role here is to PROTECT my STAFF and the good name of the STORE then when the customer went to speak back to her he was going to say it’s the customer that keeps you all in a job isn’t it she put her hands over her ears and turned her back to him and said I don’t want to listen to what you have to say she than walked back in to the store saying I won’t be having this conversation with you again be warned do not ever complain to the executive team again and the following morning she told all the staff in the food hall not to engage in conversation with him or even say good morning to MR STEVENS if he came in to the food hall again just be as RUDE as you can to him and hopefully he will shop elsewhere when that didn’t work she Banned him from the store and used the excuse that rewarding three or four member's of staff that were nice to him was against her policies but then her staff took the card and money from him and were happy to spend it so why if that is there policy why didn’t the staff say sorry we are not allowed to except gifts from customers or we would loess’s our jobs so you can see it was any excuse she could think up to stop 🛑 him shopping there with the help of Nikki who said she felt uncomfortable when he came in her food hall but yet she took a box of chocolates off this gentleman and I believe she has work there for 30 yrs as a manager so I think even good morning is a Lie coming from her mouth there reviews clearly show them all for what they are NASTY BULLIES and as they say there is always someone looking down on Nasty people i am sure if you read this you will agree is this the best people Marks and Spencers can find to run there flagship store so why hasn’t anyone from head office explained why they would sit back and do nothing these people should have been sacked to show loyal customers you do care how there customers are treated this gentleman must be very upset I would be fuming 😡”

Helpful Report

Posted 1 year ago

“Came here and will be going to as many review sites as I can find now to review my terrible experience with M&S as I reviewed my purchase with M&S on their own web site at their own request and they refused it as it was 1star - claiming it was customer service related so they could not t accept it. So their reviews on their website are moderated to keep out the bad ones. Really M&S ? Really ? Well my experience was terrible and I think folks need to know that. Lost a day of my life on a 2 hour delivery slot. Had to stay in all day after paying for 2hr slot. Called incredibly well hidden number to speak to customer services , after a few attempts I managed to navigate the customer”

Helpful Report

Posted 1 year ago

“I often visit the Crewe store to collect clothing from the click and collect counter, the staff there and in the food hall are always pleasant and helpful. Unfortunately the same cannot be said for staff at the female clothing department. I normally have to wait until the staff acknowledge you or have finished their conversation and then it seems as though you are a inconvenience because you are returning an item. The last visit was on the 3rd of May and I was served by a tall dark hair girl whom wasn't wearing a name badge, told me I'd waited in the wrong place even though I'd queued behind the lady she had just served. Her attitude throughout the transaction was curt and abrupt. Once she completed the return she ended with "You have a nice day" in a very sarcastic way. I always thought M & S prided themselves on good customer service. I think extra training is needed. Ref from bottom of receipt is as follows: - 26103 203 0101”

Helpful Report

Posted 1 year ago

“How do these managers get away with behaving like this it’s disgusting 🤢 HR get your act together and sort them out and I agree Nasty Horrible people will get there pay back’s ie from up above it’s the customer that keeps the doors open remember this it’s a great company”

Helpful Report

Posted 1 year ago

“if Marks and Spencers allow there managers and staff to behave like this then its time they close there doors its so upsetting to think that a section manager and her side kick can ring 101 and say this gentleman put a review on there cars when they new the review was found in Sainsbury's and all the other senior managers from M&S new this as well but for them to sit back and let the pair of them do what they did is just shocking and i agree lets hope someone is looking down on all of them there wouldn't be a day went by that i regretted what i did which is LIE what a way to show you hate someone that much to go to that level”

Helpful Report

Posted 1 year ago

“Just when you think that people couldn’t be more Nasty and Horrible just read marks and Spencers reviews when the general manager tells her staff in the food hall if and when this gentleman comes in to our food hall do not engage with him or even speak to him just be rude and ignore him and hopefully he will shop elsewhere and it will save me the trouble in banning him which is what she did anyway and the reason she gave was rewarding her staff which amounted to 3 or 4 for being nice to him was against there policies and section manager Nikki felt uncomfortable with him in the store yet all this gentleman did was complain to customer services for the commercial managers arrogant attitude so it’s very clear do not mess with the managers in Torquay they should all be ashamed of there actions this sort of thing happens in school playgrounds let’s hope someone is looking down on them because what they did is unforgivable”

Helpful Report

Posted 1 year ago

“I shoped in M&S Epsom this morning I went to the toilet they was disgusting blocked up dirty and there was a empty wine bottle in the ladys toilet this is 5he second time I have seen empty wine bottles in there”

Helpful Report

Posted 1 year ago

“Hi I was in carlisle Saturday 2ish with my nephew for a day out and was taken ill. I asked him to go and get a lady to help. I would just like to thank her so much for what she done for me, she was so patient helpful and generous in her empathy and care, I didn’t get the ladies name I’m afraid, but my nephew said she was on the ladies section on self service. Thank you for having such a lovely lady on your staff”

Helpful Report

Posted 1 year ago

“MARKS and SPENCER'S clearly don't value there customer's there was a time when the customer was the most important person that walked through there doors which made the customer feel valued and appreciated not anymore if you read there reviews you will be BANNED from there store for rewarding the very small amount of staff that stand by there old policies and say good morning to the customer when he or she enters the food hall and if you mentioned the three managers names even the staff say they have ruined the stores once good name and there profits must show this well done Miss Claire Thomas for being taken in by Nicola”

Helpful Report

Posted 1 year ago

“My god when i read the way the General Manager Nikki of Marks and Spencers so called flagship store Nikki and the managers that work under her treated a customer that she personally took a dislike to its not only upsetting but very disturbing clearly Torquay food hall is a place to stay well away from i didn't think one person could be so nasty and have that much control over people that work under her you have to feel sorry for the gentleman that was so kind and generous clearly to the wrong people its a great way to promote the company keep it up Nikki”

Helpful Report

Posted 1 year ago

“I would have to agree with Di TORQUAY must have the worst reviews I have ever read most of all the one where General manager Nikki who sent the police to a customer home with nothing more than made up lies with her partner in crime Dawn so as for no customer service there clearly isn’t even a HR department I think when you do that most people would agree you are the lowest of the lowest it’s very dangerous when you start lying to the police like Di I have stopped shopping there if that’s how the general manager behaves”

Helpful Report

Posted 1 year ago

“I have experienced very poor customer service from the Worcester High Street store and when I complained they failed to try and resolve matters for me. I will not use the stores again. I would advise to avoid M&S totally. I am not surprised they have such poor reviews on here and trustpilot”

Helpful Report

Posted 1 year ago

Marks And Spencer is rated 2.8 based on 2,232 reviews