“I have a loan with them. I was injured and could not pay my monthly payment for August no support was offered, made them aware I only had enough to pay my mortgage but they refused to help. Wanted to set my DD whilst the account was in arrears , they said I can’t otherwise the system will take the full arrears. I was so disappointed, ended paying using the money for my mortgage as the call centre is in the phillipins and half of the staff do not understand what you
Are asking. Very disappointed”
“Due to extra point promotion offer was persuaded in-store to apply for credit card. The application system is over complicated and time consuming. Security questions gone mad. I finally completed it and activated the card but after reading other reviews I think I'll just continue with my John Lewis card where I never have a problem.”
“I have tried multiple times to log in and get a credit card limit increased, and it is impossible no matter how many ‘hoops’ you have to traverse. I am getting nowhere.”
“Returned item to M&S the refund was seemingly made to my M&S card but it has never been received. After speaking or trying to speak to someone in both the retail section and bank over 10 times I keep getting passed from pillar to post. Between calls being cut off, lies being told and unable to understand foreign accents I am going to close my card once this is hopefully sorted.”
“I made 2 credit card payments, late by a few days due to a sudden bereavement. M&S response? TO HALVE MY CREDIT LIMIT WITH NO WARNING, simultaneously damaging my perfect credit score. They still don’t understand why I’m so upset!! They should be thoroughly ashamed of themselves! NO customer care, NO accountability, they act like unfeeling robots!!!”
“I have a credit score of over 750 I don't have any outstanding debt and I applied for a £10000 loan for 3 years for dental implant surgery and it was refused, I will not be shopping at Mark's and Spencer's again.”
“Very difficult to understand and unable to transfer me to an English speaking person in Great Britain.
Going to cancel our credit card after 10yrs as must be other card providers that have a customer service in the UK.”
“Gave up using this credit card. They kept telling me it was being used fraudulently, when in fact it was me using it. Blocked the card and when I telephoned to resolve the situation, got through to someone who only appeared to speak Martian. Just easier to use another card provider.”
“Took a payment from my CC that was never authorised, it's then a nightmare to actually speak to someone in the customer service team.
Had an M&S CC for a number of years now, the service has been getting worse over this time.”
“Appalling user experience. Applied online for a M&S loan and was approved. Told on the final screen I could accept and sign documents now or take up to 30 days to review and sign, so I closed the browser tab, and now, no way to retrieve the application to sign the documents! As it’s digital banking, I assumed I’d receive an email confirming my approval and containing documents to review. Nope! I didn’t receive anything. And with no customer service contact email address or live agent to speak to on chat, I had no choice but to ring (from abroad!) and wait for a customer rep to tell me I just had to continue to wait up to a week and that there was nothing she could do. Going on day 3 now and still no email… For anyone needing a loan (especially one in a hurry), a word of caution: don’t close the browser tab, for the love of God! Better yet, don’t use M&S!”
“Trying to set up internet banking is a nightmare
3 times I’ve called to set up a telephone security number to be told I need to ring back yet again another day because they can’t teenager me and don’t know why - absolutely awful service and system”
“I had an M&S credit card with £2,000 limit. Consistently paid on time until lately, when I made 2 payments a few days late due to a family bereavement. Their response? They halved my credit to £1000! I closed my account & found a more understanding card! What an appalling card provider! No customer care whatsoever!”
“Called with a sole change of address, the agent didn't seem to know what to do but after 10 mins of back and forth I decided to hang up pay the card off and stop using this card. I've never experienced banking service quite as poor as this.”
“Absolute dreadful customer service. Rang regarding query on my credit card. I could not understand the agent at the other end of the phone who was most rude. Decided not going to use card in the future. M&S if you want to keep your banking customers can I suggest you sort out your customer service asap”
“I don't like the new internet banking layout at all ..... previously it was so much more simple. So frustrating. Constant 'bad request' when trying to make a payment. Only way to make a payment is direct through my bank.
When my balance is paid off will get a new credit card account to replace M & S credit card”
“put a deposit on a holiday and used my credit card as had been told it was safer to use a credit card, not with M&S it isn’t! paid £960 deposit then noticed they had booked wrong flights, phoned m&s the very next day took forever to get through explaining the situation and asked them to NOT pay the remaining balance if the company who now had my card details came back for more as i was in dispute with them a day later the paid this company a further £3,600! after the girl on the phone said ‘ not to worry ‘ i’m now in debt for a holiday i never had and m&s have never contacted me once! oh and i asked for a copy of the conversations i had with them and have never received these either as the girl specifically told me the balance would not be paid to this scam of a company i bought flights from”
