Marks and Spencer Reviews 1,876

Honestly I'm not sure why I'm bothering with this review: clearly M &S don't give a hoot about all the previous awful comments.
Mill Hill Broadway branch - a small food only store.
Some smashing long serving associates - but they don't work at weekends . And the weekenders are - if I'm being kind - hopeless.
Shelves are devoid of stock -but they leave the empty packaging there.
The only exist door (automatic one)has been broken for weeks and weeks - with a sign saying - push the door: not easy - if you've actually managed to buy anything
and your hands are full and the door is heavy.
Food offering is abysmal! You're ok if you want - crisps and snacks and cakes and chocolates and alcohol (lots of that!) but food - nope.
Store is dirty.
M &S you very nearly failed before - you will unless you get your act together! Very sad.

Newcastle store has introduced tech menu to order food. What a nightmare. Scrolling through a menu to identify what you want to eat and drink. No way to indicate that you like your coffee extra hot. Went to see a person near the service point to request hot coffee. Again they had to scroll through another screen to find our order without success. Leave it with me was the final response. Coffee arrived lukewarm. Went to complain to another person. Told to leave with them and would replace. Sat and waited for new coffees which were hotter when they arrived. I have no problem with the staff who are trying their hardest with this system and were pleasant and polite. However M and S you have lost my custom. If I wanted this type of tech menu I would go to McDonald’s! They say that the high street is dying well one of it’s strengths is customer experience which is poor in M and S cafe.

Salmon and prawn en croute
Very dry hardly any sauce and only 1 prawn.....

😆😆😆

Roses arrived looking worse for wear and remained that way no roses opened and within 3 days were put in the bin. Asked to write a review I state dthois but I was advised by M anad S that it did not comply with their guidelines - it did - so they didn't publish it. Suggested I edit it but the link provided oddly did not work. Dire so controlling the narrative and taking money from customers for goods that are not fit for purpose under the Consumer Act 2015. I bought another bunch for my dad's remeberance day and excatly the same did not open and died in a couple of days. Went to Aldi paid £12 for an excellent bumch of long stemed roses.

Ordered flowers to be delivered for Valentines Day - they were not cheap. The flowers were pretty much dead on arrival.
When I rang to complain I ended up having to bargain for a refund and compensation. The compensation rose from an initial offer of £5, to £10 and finally £15z
Waiting to speak to a manager on call back which might be up to 72 hours!!!!

Very Disappointing M&S I thought you were better than this.
Seeing the advertisement on TV for M&S food Valentine’s Day promotion we visited our local M&S food store and whilst looking for the beef Wellington, which appeared to be the star item on the advert, along with another lady, there was none there and there was only a small space for it and the staff said that they haven’t had it in the day before they hadn’t had it in that day, but they might get it in the next three days and the third day of which was actually Valentine’s Day.
M&S created great marketing advertising this deal which has not been fulfilled adequately to meet the needs of customers. I contacted M&S on the phone and shared my disappointment only to be assured that someone would contact me in order to advise of availability, within the next three days.
However, this did not happen and we visited the store on the morning of Valentine’s Day. On asking the staff about availability. They informed me that they had had a few of the beef Wellington in early in the morning and they’ve obviously sold out very quickly. He also told me that it is a high-quality product and there was some issues with obtaining it.
I’m sure that M&S is well versed in their marketing strategy and the resultant uptake on the products they advertise and to not to provide adequate amounts of goods in a promotion is questionable, particularly one of the most premium item on that promotion.
The advert clearly presented the most desirable item on that promotion to draw in customers to which they have not adequately fulfilled customer requirements
For whatever reason this has made me mistrust this company and it’s not what I expect of Marks & Spencer’s.

I am not quite sure how many bad reviews M&S need to ignore before they realise they are flooded with terrible complaints . Btw writing to Stuart is a joke, you merely get put back to CustomerServices at Chester! Apparently they have a new Customer Services Director. Judging by the continuous stream of complaints on Trust Pilot and not reading one response, there is little change. I shall now continue with my unbelievable recent (well back dated to. 9th December) experience of customer complaints service.
I purchased £100 voucher for my cousin’s Christmas gift and on 15th January she rang me from a M&S store to let me know there was no money on the card. Of course she was embarrassed and humiliated by having to phone and give me that information and having to question her gift. I immediately contacted Customer Services mortified and by 28th January was told the store had forgotten to add the monies to the card and would send a new card out (this time directly to her address to avoid my having to spend another £6.95 to send it insured by post) .
I asked for an extra amount to be added for the upset and a miserly £10 was added. Thinking it was resolved I almost did a 5*review but thought I should wait until my cousin confirmed receipt of same. GUESS WHAT , NO bear with me…. I received the voucher addressed to my cousin at my home address 8 days later!
Repeating the whole process again. More time, more telephone calls and emails and Christmas long gone, another apology was made and a reassurance it would be rectified . Two days ago my cousin rang to apologise to me that she still hadn’t received the now THIRD card . I decided to take it further as I thought , pinging off emails to Stuart and customer services in the hope that as he says , he reads them all, Tom from Chester emails me completely unaware that we had spoken way back end of January. Sorry forgot to add that I had yet again asked for further recompense not for me but my cousin on the third card that she never got (possibly never sent in error) and an extra £5 was added. Today Tom has emailed me confirming that my cousin will receive a new card in 7-10 days !!!??? And that he has kindly added another £15 making her voucher now worth £130 for waiting for which may be 36 days for a Christmas gift. I am beside myself with embarrassment not only for me but for M&S.
I wrote this lengthy review to make it public amongst the hundreds that I read; in the vague hope that I actually get an opportunity to speak to the Head of Customer Services and dear old Stuart, but won’t be holding my breath

Valentines Meal Deal
Sirloin steak is like a minute steak. Minimum cook time is so well done only dog liked it.
Very limited choice in Inverurie store of mains and wines.

Wasted an afternoon trying to purchase a duvet cover. Website states item is low stock, on attempting to place in basket response is out of stock. Which suggest that their IT department is not competent. As search through surrounding towns indicates that Rushden Lakes outlet has 1. Call the number but end up speaking to a lady who tells me you cannot call the branch and she cannot help. So drive 45 minutes to Rushden Lakes to find out that they do not have the item nor do they have a bedding department. This I assume this is poor communication between management and the IT department or general incompetence. Final point as M&S will only allow customers to place a review on their site by invitation only this obviously biases the reviews to their benefit.

Customer service today in Derby was shockingly poor on an exchange item. Was made to feel very uncomfortable, will never shop at Marks and Spencer’s again. Can’t recommend at all.

So you have traveled from Manchester to London for the day…. Paid a whole lot of money to get their and back … you and your best muckee want to have something to eat and drink….

Guess what … you can have a fork … but you cannot have a cup.

You can buy a pack of 4 plastic glasses…. What a waste of plastic and what a waste of money.

Come on Mr Marks (who is now spinning in his grave) get a grip of your company policy on knives and forks (sorted). But buying cups for your drinks …, seriously???

M and S meat modes showing as halal/ suspected halal are:

2037 Chicken
4793 Higher Welfare RSPCA Chicken (does not cover its slaughter)
5011 Grilled Chicken
8005 again ironically Higher Welfare RSPCA chicken
and AH034

The only two code NOT coming up as hala slaughtered are 2055 steak and 2055 steak. Two items only!!

All the rest show as "unkown"

Meat that is in the mainstream has been slaughtered by the halal method, yet not labelled. Animals not give then full instant, humane non recoverable stun. They will be given a temporary/recovery stun that can last 15 seconds. They want them awake to be "blessed" and then they are awake to be killed.

Utterly cruel and barbaric! We do not live in Tudor England.

We do not want meat killed cruelly. We do not want another faith's prayers said over our food. It is against the religion of Christians and Sikhs to eat halal meat, et many must have through sheer lack of labelling.

Customers deserve clear, honest labels so that their choice is informed.
Animals deserve proper welfare.

M and S should do better.

I’ve been visiting my local M&S in Kew Retail Park London for over 20 years for fresh food etc.
unfortunately today morning I had a poor experience with 2 young members of the staff there.
Upon commenting how the price of the Valentines meal deal had gone up, I was aggressively given a rebuttal on how it was very reasonable etc. Whilst I understand that all prices have gone up over the last few years, I did not appreciate the manner in which I was spoken to. Instead of being kind and empathetic and acknowledging the cost of living, I was spoken to like I was completely wrong. The young lady who I’ve noticed is generally very loud anyway then went over to her colleague and clearly spoke about me as he gave me a pointed look and then turned away …if it wasn’t for the proximity and convenience of the store I wouldn’t shop there again

I received festive flowers and chocolates for Christmas as a gift and the flowers were a bit deflated but looked better after a couple of days hydration and taking off the bruised petals. So I thought that was disappointing to start with. To my pleasant surprise I saw there was a box of chocolates in the package with the flowers which was a nice touch... but wait! I opened the chocolates to find that there was one missing!!! Never before have I seen this. The package was closed and sealed in the middle but there was room for fingers to creep in at the end of the box and I could see that the box was a bit ruffled in the area where the chocolate was missing!!! M&S please seal your chocolates properly so that there is less temptation... I hesitated whether to eat the rest as I wasn't sure who handled them... for the dustbin is best!

Great help with a problem with a parcel being returned by the courier, Evri, and not at my behest! I had a safe place, and the parcel did not have to be signed for. Evri only replied to a Trust Pilot report, and advised mot phone --using the number I had gone round in circles with for 2 hours! Contrast the help given by M and S! I was actually spoken to by a human being , and a very patient one at that. He arranged a re order to arrive the next day , and took details of my complaint. An email had arrived an hour prior to this, telling me that a refund would be arriving, which was very prompt. The order was for bedding , which I have ordered before, and always find to be of a high quality. Congratulations on brilliant customer service! A model for all!

Unlike many people here I find M & S supply great products particularly food. And, more importantly their staff are friendly and welcoming. None more so than a Chris on a “Pay Here” service desk. He listened carefully to my issue and offered a workable solution I was very pleased with. He was warm, friendly and knowledgeable, a credit to the values of the business.

Tried to order an item of clothing online and when I went to the checkout page, just a blank screen (this is not the first time this has happened with m&S). I decided to call Customer services (now based in South Africa). They brought the order up and told me there was a problem with my payment card - excuse me, no there isn't, money in the account, been using it today. Asked me would I like to register another card? I said no, this is the card I always use. Was told again it was my card there was a problem with and they would have to pass to the technical department who wouldn't be able to get back to me for 2 days!! I had great difficulty understanding her accent and she also sounded like she had just woken up. I ended up telling her I was cancelling the order. This is a major retailer who have turned their service into an absolute shambles. We wonder how they survive! They aren't the only ones either, John Lewis and Boots are no better, going down the pan like the rest of this country!!

Quality of all products remain good from food to clothing plus bedding. The bras remain the best quality I know.

Hi i purchased the salt beef at your Barnstaple store it was costing £9.50 I threw it inthe been it was horrible

I’m disappointed to be writing this review because I genuinely hoped this could be resolved quietly through customer service.

I cancelled an order (301-0062700-***2452) totalling £441.99. The payment was made as £381.99 from my bank account and £60 via gift card. Because the order was cancelled and never delivered, the full amount should have been refunded.

However, only £332.99 has reached my bank account so far. That leaves a £49 cash shortfall, and the £60 gift card has not been reinstated. I have already spent time chasing this, including two phone calls totalling around 24 minutes, but the advisers repeatedly misunderstood the issue and quoted figures that do not match the transactions visible in my bank account.

I sent a detailed written email explaining the discrepancy and asking for a refund reconciliation, but after 72 hours I have only received an automated response.

I rely on live subtitles during phone calls for accessibility reasons, so prolonged calls that do not resolve the issue are particularly difficult. I have therefore asked for this to be handled in writing.

This is not a dispute about whether refunds were issued — it is about the refund being incomplete. I simply want the outstanding £49 returned and the £60 gift card reinstated, along with a clear written breakdown of the refund calculations.

It’s frustrating to have to escalate this publicly when it should be a straightforward accounting correction.