Marks And Spencer Reviews

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

2.8 Rating 2,204 Reviews

44 %

of reviewers recommend Marks And Spencer

2.8

Based on 2,204 reviews

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

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 5 star review on 15th November 2024

107

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

“well done Torquay if thats how you treat customers Marks and Spencers are finished you certainly aren't managers to mess with thats more than clear”

Helpful Report

Posted 1 year ago

“M&S food is ok but clothes and home wear have gone rapidly downhill. This year’s Sale in particular has been pitiful!!”

Helpful Report

Posted 1 year ago

“Marks and Spencers if you can Ban a Innocent shopper for rewarding your staff for excellent customer service skills you don't deserve loyal customers and if Nicola the section manager from Torquay can send the police to a customers home with nothing more than made up Lies she is one very unpleasant thing she has given that store such a bad name i personal couldn't sleep at night if i did this to a gentleman that was always very kind and polite but she seems to have Andrew Claire Dawn Ralph to take her under there wings yet Andrew took £100 from him Nikki took chocolates and Dawn took chocolates after saying Nikki and her Mum was giving her dirty looks after she was seen talking to Dale outside the store by Jill the whole stores management is TOXIC like the good store name Claire even had to get Ralph to do her dirty work because she new it was all so wrong what Nikki and the others where doing she had no control of it in store they say Nikki is the general manager and not Claire what a Joke”

Helpful Report

Posted 1 year ago

“Basically my clothing goods (about £50.00) never turned up . They were sent to my old address which is now a holiday home in Devon . I spoke to an M&S tel operative who solved the problem and said she would re direct them and I think she rectified my address - great ! . I am now told that there is no record of my conversation and that I should pick up the goods myself - a five hour journey. I was told the my initial order was made via my M&S App , I do not have one. I was told that I 'selected' my old address of three years ago . I'm confused. I expect the delivery hand of EVRI is also in the mix here.”

Helpful Report

Posted 1 year ago

“Visited the Cafe in West Quay today 12.30 12 January 2023. Two coffee points open as usual, made our selection and proceeded to queue. However, it was unacceptable because the individual trying to make the drinks and take orders was inexperienced, slow, nervous, didn’t engage with her customers and didn’t attempt to ask another member of staff for help. We stood in disbelief for 15 minutes with the lady at the front of queue still not having her drink put onto her tray. The 2 ladies in front of us put their sandwiches and tray back and left very unhappy. One of our party approached the hot food counter to request supervisor assistance, the lady with the grey hair told her if she didn’t like it to go elsewhere. The 3 of us heard her sniggering with the other members of staff, it was shocking, there is never a supervisor to hand there, there is never any urgency amount the staff, who are poorly trained. One of our members had a hot cross bun and asked for it to be toasted, when it was taken away, instead of slicing it in half and toasting it properly it was stuck under a toaster as it was whole it was totally insulting. My tea in the tea pot was tepid and i could not drink it, i waited 30 minutes for my jacket to arrive, the elderly lady on the next table was complaining as she had waited half an hour. It totally ruined our outing. We are M&S card holders and we will not be returning to be insulted and disregarded and see others being treated the same. You should have closed the restaurant until you could cope with the poor individuals already in there. You should review your recruitment process. You should train your staff in customer service but you just do not seem to do it any of your stores we have lost complete confidence. You used to be the best, a little biscuit in the saucer, now we don’t even get a saucer, it’s a shambles. You don’t even want us there.”

Helpful Report

Posted 1 year ago

“Went to Marks and Spencers in Westbourne in Bournemouth and in Lymington in the new forest my god how shocked we where when we had to pay 💰 £1 to park in there car park and you don’t get a refund when you pay for your shopping I will never shop with them again let’s pray that Aldi or Morrisons take them over they are certainly not loyal to there customers and don’t deserve us just read there reviews”

Helpful Report

Posted 1 year ago

“Hi I have just got back from a 20 mile return journey to Castle Point, to return a jumper, my daughter bought for Xmas .the same asi bought for myself .I tried to return the jumper at the food hall in Broadstone they would not accept it, as I never ordered it on line.I understand your rules ,but in this case I thought you would have had some compassion. both my husband and I went down with reallyl bad Covid, We both extremely ill, as we are both in are 70s our Son tried to return it to A food marks and Spenser he explained the situation but was told no .Today I also explained but was told no, As. well as wasting a whole morning travelling all that way for nothing ,while still feeling ill. I would have accepted a credit note ,Your customer care is appalling. Teresa Ballett”

Helpful Report

Posted 1 year ago

“you would have to agree if the general manager can Ban a shopper that had shopped in that store for over 20 years for rewarding her staff for excellent customer services skills what the Hell is going on in Torquay the stores name is the talk of Torquay and the general manager Claire seems to be controlled by her staff and section managers Nicola being the ring leader HR should have taken the time to seen this gentleman to see how wrong this all was in support of all this Gentleman i shop elsewhere its shocking to read her side kick Mr A Harris took a £100 in cash from this Gentleman and told him we can take it but must Donate it to charity so how lovely is that to here but it seems Andy wanted this Gentleman out of HIS store after he put in a complaint to head office about him so it seems clear don't complain about managers or they will find excuses to Ban you it shows a great store in a very bad way”

Helpful Report

Posted 1 year ago

“Histrionic Moxhay if HR meet this gentleman they would see how wrong they where to be treated by managers like that it’s SHOCKING”

Marks And Spencer 5 star review on 8th January 2023

Helpful Report

Posted 1 year ago

“Tomatoes for cooking? Absolutely GMO tasteless wow shocking 😳”

Helpful Report

Posted 1 year ago

“Sales are not sales. When items go on sale the price goes up first. For example, a cord dress that was regularly $115 CA was suddenly $125 CA during a "25% off" sale. Now they are doing a buy this many get this much off sale and the price of the dress is $119 CA. This is not an anomaly. The same was true for other items I had considered buying. I sent a note to the company. The response was: that must have made you angry and we will forward this information to the appropriate departments. What nonsense. As if the price changes would be a revelation to anyone in the "appropriate departments." It's just terribly dishonest. Being treated like an idiot just compounds the bad taste.”

Marks And Spencer 1 star review on 7th January 2023

Helpful Report

Posted 1 year ago

“After reading Marks and Spencers reviews Moxhay and the general manager Thomas should have been sacked I wouldn’t sleep at night if I lied for my teeth about someone that was INNOCENT 😇”

Helpful Report

Posted 1 year ago

“My god, where do I start...What an absolute shambles from start to finish, rude, disorganised, terrible coms and out right LIARS. In fact, THE WOREST COMPANY IMAGINABLE!!! I ordered a dinner suit and shirts on-line that I needed for an important job for work. They cancelled the order several times which meant unnecessary delays, promised delivery dates that were missed again and again, then weeks later they didn't have the items in stock so the items couldn’t arrive in time for my deadline. Then I was told they had put the delivery that was promised back again by I think 10 days so it wasn’t going to arrive on the newly promised date, this happened on several occasions and about a day wasted on the phone over the lengthening period of time. But they had the items in two stores, one in central London hundreds of miles away, but they couldn't send them from the store and instead insisted that I drive to the store or get a cab to take me there resulted in another wasted and expensive day!! I had no choice as I needed the items…..so after all the mistakes, being on hold for hours, having the phone put down on me, amazing clammily of events, terrible disorganisation which wasted so much of my time and put a very big job in jeopardy that I needed the dinner jacket for they offered me £360 as good will gesture for all my wasted time to go to the store. I was surprised they agreed to pay this but it was fully deserved as it cost me a lot more than that in my time and missed work. I accepted this, I asked for e-mail confirmation as I’d been told so many things in the past that hadn’t materialised! The e-mail is below and the £360 was I was tole sent at the sametime by e-mail in the form of an E Voucher that I was told would take unto 3 days to reach me. I was told this had been e-mailed to me on several occasions when it didn’t turn up…. but after 10 days it still hadn’t arrived! So I rang to chase and spoke to someone else in Marks & Spencer’s executive office who had taken this case over…..Just when you thought Marks & Spencer’s couldn't possibly get as worse, stoop any lower or fail you further they did – not only that they excelled them selves, truly unbelievable!! They hadn’t as promised sent the E-voucher and even though e-mailed me an apology and confirmation of the £360 they hadn’t sent it and refused to instead offering £75 (SEE BELOW). Then go on to say it’s a “typing error”. So, not only are they totally disorganised and hopeless, they are dishonest, have no morals and a disgusting company of the highest order. I will never buy anything from them again!! They are a total shamble’s but lying from the highest level within the company says everything!! I think they are a disgrace and should be ashamed. See for yourself the below two letters!!!! Good day Mr …... I cannot apologise enough! Relationships mean so much, and at M&S we value your continued support. I’m also so sorry that you had a rather unpleasant experience and have had difficult conversations about your order not being delivered on the dates specified in the emails. Please note that those in the wrong will be called to answer and their developmental needs will be assessed. Since the bulk of our customers now shop online, deliveries are delayed due to your orders being filled from different warehouses. We do allow for delays, but I believe promises must be kept and poor customer service must be addressed. As discussed, our colleague, Jasmine, in Menswear at the Worcester store kindly agreed to reserve the shirt, trousers and jacket for you for 48 hours. You’re welcome to collect at your convenience, only check in at the Customer Service Desk and confirm your name. To be fair, I’ve refunded you for the two Dinner Shirts; the money will be credited to your account within 3-5 working days. Look out for a separate email confirming the refund details. Due to the status of the order (now ‘awaiting despatch’), the rest of your items except the Beauty Advent Calendar which you’ve received, will be refunded the minute the status changes to ‘despatched.’ Furthermore, as a gesture of goodwill, we have agreed and have issued you a £360 e-gift card so you can keep enjoying our exceptional M&S quality. The gift card will be sent from a ‘no-reply’ email address; please keep an eye on your spam or junk mail folder over the next 48-72hours. Our e-gift cards are valid for 24 months and can be used to pay for most things online and in store in the UK, Eire and the Channel Islands. Mr S, no number of apologies would have satisfied me if I were I your position, but I do hope this counts as a first step toward restoring your faith in us. Thank you for bringing this to my attention and allowing me to address it. Remember, if there's more I can do, simply reply to this email or call 0333 014 8000. Have a beautiful week ahead, remain safe and may your business trip be a phenomenal success. Kindest Regards Elaine P M&S Senior Advisor Direct Referral Team FOLLOWED BY: Dear Mr S Thank you for your continued patience. Firstly, I am sorry we let you down and I can appreciate this has been a disappointing experience. As a business we strive for excellent customer service and for any items ordered to arrive in a timely manner. I know from your conversations with my colleagues that this suit was for an important business trip, hence why you were keen for the delivery to take place. You did contact us on numerous occasions and eventually, one was sourced from a store close to your home address which I believe you picked up. To apologise for the service you received I would like to arrange for an e-gift card to be sent to you for £75 which I feel is fair and reasonable. In order to do this, as I believe you did not receive the original email advising you of the delay with your suit, do you have an alternative personal email address as I want to ensure you receive your e-gift card. Thank you once again for getting in touch and please stay safe and well in these challenging times. Kind regards Lesley T Executive Team Your M&S Customer Service Dear Mr Squire Thank you for getting back in touch and sending a copy of the email you sent to us on 24 November 2021. I have reviewed your concerns and I can see that my colleague Lesley has already responded to your email back on 24 November 2021. I can see that my colleague sent an email saying they would offer you £360, for the issue with you had with your order. While I can understand your upset it is clearly a typing error and far exceeds any gesture of goodwill that we would send in these circumstances. I do appreciate you feel let down with this error and as such Lesley offered you a £75 e-gift card to say how sorry we are. Again, this is more than what we would normally offer, however, Lesley took into account the experience you had and wanted to assure you how seriously we had taken on board your feedback. The £75 gift card was not sent to you at the time as you rejected our offer. I am sorry to read that you do not feel our goodwill gesture is acceptable. Please be assured that it certainly was not our intention to insult you in any way. Having fully reviewed your experience and we feel that our offer of £75 in the form of a gift card is a fair and reasonable offer, I can only apologise if you feel otherwise. Should you wish to accept our goodwill gesture, please let me know and I will arrange for a £75 e-gift card to be sent to you. On behalf of Stuart, thank you for taking the time to get in touch and I hope you will accept my warmest wishes. Kind regards Sharon Carvell Executive Team Your M&S Customer Service FOLLOWED BY WITH OUT THE typing error STATEMENT THIS TIME!! Dear Mr Squire Thank you for getting back in touch with us. I am very sorry to hear you remain disappointed with our response. I can assure you we have fully reviewed your concerns. It is clear that an error was made by my colleague with the amount of goodwill that was offered to you. In looking to resolve a customer concern we do sometimes offer a gesture of goodwill to apologise, however, this is just a gesture and would not be to the amount that you were offered of £360. As such, it is clear a mistake was made. I can assure you at the time this was addresses with the colleagues concerned to ensure they are aware of the correct processes. We are very sorry that you were given incorrect information and Lesley offered you £75 to show how sorry we are for this error. Lesley took into account your experience and while our offer of £75 is less than what you were previously offered, this is far more than we would normally offer as a gesture of goodwill, but we wanted to show you how sorry we are for what happened. I realise you have not yet received the £75 gift card as you rejected it at the time. If you would still like to accept this offer of £75, please let me know. I will be happy to arrange for tis to be sent to you. In relation to your query about the phone calls, the relevant team will be in touch with you shortly. Once again, thank you for taking the time to get in touch. Kind regards Sharon Carvell Executive Team Your M&S Customer Service”

Helpful Report

Posted 1 year ago

“Had a bra fitting yesterday. Brilliant. The fitter was attentive, knowledgeable and courteous. I thoroughly recommend this service to anyone looking for a bra that fits properly. Susan Grant, Walthamstow.”

Helpful Report

Posted 1 year ago

“I cannot return my order as despite booking a collection with Evri three times, they have failed to collect the return and I have no way of returning to the post office as there is no Royal Mail returns label and the QR code does not work! This new paper free system simply does not work and is not helpful to the customer in any way. I won’t be buying from M&S again as I cannot face another situation like this. It is very upsetting.”

Helpful Report

Posted 1 year ago

Helpful Report

Posted 1 year ago

“Received a wrong size gift for Christmas. Phoned customer service as our local M&S has closed down. Told the only way I can exchange is to take back to a store and since we only have the M&S food hall now (who can't exchange or refund clothing) my nearest store is 200 miles away and a lot of money for a return train ticket. I thought M&S were a better company than this but obviously not”

Helpful Report

Posted 1 year ago

“The last time I bought joggers/trousers the short length fitted perfectly, as it always has. Recently, I ordered two pairs of each in the short length which is now (at 29") two inches too long. I checked the measurements on site only to discover that I am now "extra short". I simply cannot be bothered to go through the returns procedure and will pay for them all to be shortened. Needless to say, I won't be buying any more.”

Helpful Report

Posted 1 year ago

“M & S recently introduced Seeded Rye Sourdough, which has become a firm favourite. On return visits it hasn't been on display - either sold out or the day's delivery hasn't arrived. My nearest M & S food store, Berkhamsted, is a 14-mile round trip and I need to know it's available to make the visit worthwhile! If I ever see it again I'll buy a few loaves and slice and freeze them. A friend bought some from another M & S and it was - classic sourdough mistake - full of air holes. Expensive air holes at £4 a loaf. It's a shame that something as simple as a good loaf of bread isn't reliably available in store. It's the deal-breaker in my decision to shop at M & S, or nearby competitor Waitrose.”

Helpful Report

Posted 1 year ago

“If Torquay Food hall can Ban customer for rewarding there staff for good customer service skills let’s all hope they close that store Nikki your a Disgrace and to send the police 👮🏻‍♀️ to someone’s house with lies how do you sleep 😴 at night”

Helpful Report

Posted 1 year ago

Marks And Spencer is rated 2.8 based on 2,204 reviews