Name: Marks And Spencer
Address: Waterside House, 35 North Wharf Rd, London
Rating: 2.82

“Exceptional customer service at Marks food hall Alnwick. All the staff without exception offer outstanding Customer care from personable greetings with clear health and safety guidance. Once in store, this continues with helpful and approachable staff. Plenty of offers and a huge variety of products, for even this relatively small store, which has brought quality food hall shopping at affordable prices to our town and area. Certainly the safest and most valued way to shop in store.”

Helpful Report

Posted 4 years ago

“Ridiculous and Laughable So we visit the M&S superstore Cheshire Oaks today, with sanitiser and face masks, which to be fair were being worn by 99% of customers who were also endeavouring to follow the social distancing rules. However were any of the M&S staff or managers following any rules or wearing any PPE, NO! Particularly ridiculous were the staff serving you food to your table in the cafe and those managing the check outs and self-service where they were literally in your face with no PPE at all. Clearly M&S have a magic formula that makes them all immune. I understand that PPE is uncomfortable but even Face shields were not being worn. We are either taking this seriously or not and M&S clearly aren’t and does it encourage return visits to the store – NO!”

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Posted 4 years ago

“I always visit Slough branch (Bath Road) and Yuliya is always friendly and polite when I use the check outs and very efficient.”

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Posted 4 years ago

“I went to marks and Spencer’s Bridgnorth today, a lovely member of staff called Hayley helped me find what I couldn’t find and Also was very helpful recommending some lovely wine and chocolate for a birthday present.”

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Posted 4 years ago

“I returned a parcel through the post office and never received a refund. M & S kept telling me to wait 35 working days, then asked me for return reference, still nothing back. Eventually the stopped even replying to my emails. They kept sending out a standard reply to wait 35 working days.. I have been waiting 3 months! now they don't even answer. I will never order from them again.”

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Posted 4 years ago

“I tried to return a parcel at the post office and they would not take it, apparently you have to take it to a collection plus depo , I don’t have one near me so I had to pay for it to be returned, I told M&S they told me to take it up with the post office , they was not sympathetic so be awsy”

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Posted 4 years ago

“I don't like your new veggi range. I now go to Waitrose. Never thought I would stop shopping at M&S”

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Posted 4 years ago

“I ordered a whole leg of lamb last Thursday. The cost was £20. It was £5 cheaper than Tesco for exactly the same joint. I queried delivery times with their customer service as it was for a dinner party. She was extremely helpful and the order was arranged. I received an email to inform the item was in store and I could collect. The leg joint arrived as expected and instructions for roasting. It was absolutely wonderful. My guests were very impressed with the taste, as was I. Cannot fault M&S. Their service and standards are top notch.”

Helpful Report

Posted 4 years ago

“Shame on you M&S Executive Customer Service Team! I rang to complain about an incident of a trolley that bumped into me at the More London Bridge branch. Let me be clear, it wasn't the injury I called to complain about but the way the Store Manager and the employee handled it and their unprofessional behaviour towards me. The woman at the cash desk said, "What do want me to do, I've said sorry, do you want me to massage your leg". I was so upset at this remark, I was shaking. All I wanted was to bring the accident to their attention and leave my details, as is done anywhere in the world. To make matters worse, the female employee repeated the remark. I asked for the Manager, she told me 3x he wasn’t available, so I waited. He came (not wearing a mask) and was not interested in taking my details but said he would speak to the employee about her remark. He was brushing me off. I insisted he give me his details but he didn’t have a pen, so I gave him mine and even a post-it to write on. He squiggled his first name, nothing else. I asked for the phone number of the store management. I just couldn’t believe a Manager would behave like that and the next day I phoned M&S head office to report this shameful behaviour. Let's face it, it's quite hard to believe that an employee would actually make such a stupid remark to a customer and a Manager won’t take your details or provide his. I was told they would investigate the incident. I knew the staff would deny it due to their cowardly behaviour, I sent Customer Service photos of my injury. I sent them 3x requesting confirmation of receipt which they only did in their letter with the results of their investigation. All in all, I spent a lot of time contacting them via phone + email. They will have recordings of this yet claim it is not the case. I had a feeling they weren't listening and were only interested in guarding themselves against a compensation claim. Days later I received a shocking letter containing a total of 10 LIES stating that I was responsible for the injury, the female employee denied making the offensive remark, the manager claimed he had asked me if I needed the first aid box, had offered his details and tried to take mine. A pack of lies!! In essence, I am the liar and made it all up and it's my word against the word of 2 dishonest employees. It is surreal and distressing. Why on earth would I make up such a story? All I can think of, is that they feared a big fat lawsuit was coming and decided to not take ownership and cover up their failure to train staff properly. I have no words to express how disgusted I am with this appalling modus operandi of M&S Executive Customer Service. M&S used to be my favourite shop, for food, clothes, underwear, cosmetics and I was a loyal customer of this British Institution. I shall not shop with them again and now I really am considering legal action. Meanwhile, I am making sure that as many people as possible hear about this. Shame on you M&S !”

Helpful Report

Posted 4 years ago

“Shame on you M&S Executive Customer Service Team! I rang to complain about an incident of a trolley that bumped into me at the More London Bridge branch. Let me be clear, it wasn't the injury I called to complain about but the way the Store Manager and the employee handled it and their unprofessional behaviour towards me. The woman at the cash desk said, "What do want me to do, I've said sorry, do you want me to massage your leg". I was so upset at this remark, I was shaking. All I wanted was to bring the accident to their attention and leave my details, as is done anywhere in the world. To make matters worse, the female employee repeated the remark. I asked for the Manager, she told me 3x he wasn’t available, so I waited. He came (not wearing a mask) and was not interested in taking my details but said he would speak to the employee about her remark. He was brushing me off. I insisted he give me his details but he didn’t have a pen, so I gave him mine and even a post-it to write on. He squiggled his first name, nothing else. I asked for the phone number of the store management. I just couldn’t believe a Manager would behave like that and the next day I phoned M&S head office to report this shameful behaviour. Let's face it, it's quite hard to believe that an employee would actually make such a stupid remark to a customer and a Manager won’t take your details or provide his. I was told they would investigate the incident. I knew the staff would deny it due to their cowardly behaviour, I sent Customer Service photos of my injury. I sent them 3x requesting confirmation of receipt which they only did in their letter with the results of their investigation. All in all, I spent a lot of time contacting them via phone + email. They will have recordings of this yet claim it is not the case. I had a feeling they weren't listening and were only interested in guarding themselves against a compensation claim. Days later I received a shocking letter containing a total of 10 LIES stating that I was responsible for the injury, the female employee denied making the offensive remark, the manager claimed he had asked me if I needed the first aid box, had offered his details and tried to take mine. A pack of lies!! In essence, I am the liar and made it all up and it's my word against the word of 2 dishonest employees. It is surreal and distressing. Why on earth would I make up such a story? All I can think of, is that they feared a big fat lawsuit was coming and decided to not take ownership and cover up their failure to train staff properly. I have no words to express how disgusted I am with this appalling modus operandi of M&S Executive Customer Service. M&S used to be my favourite shop, for food, clothes, underwear, cosmetics and I was a loyal customer of this British Institution. I shall not shop with them again and now I really am considering legal action. Meanwhile, I am making sure that as many people as possible hear about this. Shame on you M&S !”

Helpful Report

Posted 4 years ago

“Absolutely disgusting service at rush den lakes on 24 July 2020 no floor staff available when asked for assistance staff were obstructive to say the least certainly not the great British institution it used to be I wonder how long they will remain in business”

Helpful Report

Posted 4 years ago

“M&S food is delicious. Never had a bad meal. I only wish their ranges were wider. I now shop there every week. They just do it better. Even their tea is sooo much better than Yorkshire Tea. And it comes foil wrapped - and in individual teabags, not sets of two which you have to tear apart and stuff back in the box, or sometimes splitting and getting tea leaves in your cup. Sometimes it’s the little things. When I go to Morrisons, usually to get other stuff - what a difference in experience. World’s apart. And I noticed Morrisons were doing a copy cat deal of £12 for a meal in. Nowhere near as good quality as M&S I’m sure, even their ‘best’ ranges can’t compare.”

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Posted 4 years ago

“Cropped leggings £7.50 poor quality, very baggy and saggy. Loose at hem. Bought black and navy and stupidly took tags off both straight away. Wore black, gone in bin along with unworn navy. Very disappointed. Would normally put in charity shop but not good enough”

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Posted 4 years ago

“Bought a £12 meal deal for our wedding anniversary only vegetarian option were plant based Kiev’s They were dry and tasteless”

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Posted 4 years ago

“The order was not delivered. Only 1 part of it arrived. Whenever I order wine it goes missing.”

Helpful Report

Posted 4 years ago

“Institutional Racism in M&S! M&S advertises itself as a tolerant equal opportunities' provider. This is factually incorrect and a completely false statement. People from ethnic minorities are treated differently to their white counterparts when it comes to pay, promotions, fair treatment, working time regulations, basic human dignity and recruitment. For example, in Peterborough store where the ethnic minorities accounts for nearly 30% population. However, I have witnessed how people from ethnic minorities were not given equal opportunities. In store out of the 120 colleagues, people belong to ethnic minorities is under 5 people. I have seen this across many stores of M&S. Similarly, in senior Management in stores you would never ever find ethnic minority colleagues. I have worked 15 years for M&S and have never seen a Graduate belong to ethnic minorities, when 2018/2019 statistics show the First-Class graduates among both white and ethnic minorities are 30% and 24% respectively.”

Helpful Report

Posted 4 years ago

“I have been a customer of yours all through the coronavirus months shopping at your birmingham sheldon store spending over £100 per week my wife and I are NHS and front line workers we have never used our titles until today thinking that we may get a discount on our groceries? How wrong I was told you dont give discounts to the NHS workers ? How disappointed I was that you do not show you appreciation for our fantastic NHS workers. To be honest it's not about the discount it's about the value and regard that you see us . Most of the low budget supermarkets do the discount but you do not see the need to do this . I am not going to say much more except Mark's and Spencer who I allways valued as a pillar of British Greatness leaves me disappointed and a little angry ? Good on the Tesco, Morrissons, and all the supermarkets who do genuinely value our fantastic NHS. So it goes without saying we will not be going back to any of your stores in the near future. Hope to get a reply but somehow i dont think i will. Mr and mrs Saunders .”

Helpful Report

Posted 4 years ago

“Bought a box of vanilla and chocolate ice cones for a treat, very disappointing the cones are suppose to be crispy, like eating wet cardboard, we have trying several food at our local Sheldon branch, would not be recommending these ice creams.”

Helpful Report

Posted 4 years ago

“The meal deal steak was like rubber. Worst I’ve ever tasted. Paying for the name only. Stick to Aldi/Liddel, better price, better quality.”

Helpful Report

Posted 4 years ago

“Last Saturday 11th July I visited Marks and Spencer at Hayle (Cornwall) along with my son - we wanted to look for a birthday present for his aunt and then buy something special from the food hall. We didn't take a trolley from the entrance because whatever we chose from the clothes department wasn't going to need a trolley! Having then joined the queue to enter the food hall I was asked if I needed a trolley, I hadn't realised they were not going to be in the normal place inside the food hall --- picking up quickly on the situation, the young lady in charge said "you wait here, I'll go and get you one" --- that was way and above the call of duty and I felt I must make it known that she deserved to have it noted as giving exemplary customer service.”

Helpful Report

Posted 4 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 44%
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

Marks And Spencer Reviews