Marks and Spencer Reviews 1,876

Usually a good experience with this store but they have let me down with an order I had returned originally for my honeymoon. Returned a dress that the app allowed me to return and had help from a store assistant to return it as was having issues with the barcode. Parcel placed in return bin and later received an email to say my return was not valid and received an e-gift card in return. As this was over Christmas and still in cloud nine from getting married I got the expiry date muddled up (mistakes are made) Gutted. I contacted the store as I have had other companies extend expert dates but M&S said nothing could be done and I asked it to be escalated - felt like an automated response ignoring my points about how I was encouraged to trust the return system. I would have never returned the dress if I had known I will lose £48 to a huge store like M&S. disappointed, especially when the store state they push for being green and supporting charities.

Sent flowers to a relative. The gushing email says 'Your beautiful flowers for xxx have been carefully prepared by our florists' They were a disaster - brown and broken. M and S have utterly let me down. Disgraceful.

Marks & Spencer's sausage rolls (Best Ever range). Smelt nice when heated in the oven but overall experience was disappointing. Average quality of the sausage product which clearly had (what looked like) too much Rusk in the contents and also a lot of soft rind. Most content was fluffy not meaty and it lacked any appreciable flavour. I clearly paid a lot for some tasty puff pastry. I won’t be buying any more.

I ordered some tee shirts from online to be delivered because I m disabled the delivery driver never rang bell to let me know delivery had been delivered good job I checked my email

I am extremely concerned by the way Marks & Spencer has handled a serious product safety issue.
I have made numerous attempts to report the presence of broken glass shards associated with a product — a matter that clearly presents a significant risk of injury and could potentially affect multiple customers. This is not a minor complaint, but a genuine health and safety concern that requires immediate and responsible action.
Despite making multiple phone calls, the issue has not been addressed or escalated. Even more concerning is the fact that Marks & Spencer’s email servers appear to be rejecting incoming messages, leaving customers without a reliable written method to report urgent safety concerns or provide supporting evidence. This makes it effectively impossible to formally notify the company of a potentially dangerous situation.
The lack of urgency, accountability, and accessible communication demonstrates a concerning disregard for customer safety and wellbeing. For a company of this size and reputation, I would expect clear procedures, prompt engagement, and a duty of care when a serious risk is raised.
Unfortunately, my experience has shown the opposite. The handling of this matter has been deeply disappointing and has significantly undermined my confidence in Marks & Spencer’s commitment to customer safety.
I can only hope that no-one else has been affected by this.

Bought coat in sale on net.
At least 2 sizes too small.
Tried at home and re packed immediately.
Took back to store 36hrs later (disabled so can't always go out (have carer)
I then got a text saying 20% deducted as worn. Lisd if rubbish. Although I rang ustomer services,who said take complaint to store picked up from as they inspect.
I did this,store says they never inspect and are sent back directly. The nice gent is going to follow up at m and s and let me know whats going on.
It wasn't a lot if money ut I think it's the principle. I'm made to be done sort of fraudster.
Well,so much for m and s

Ordered oval enamel roaster with lid as a birthday present for my Son - it's what he asked for. He lives in Brighton me in Nottingham. Delivered today damaged. So annoying. Its obviously been despatched that way and not damaged in transit. Can't be returned to Brighton as its out of stock. Somehow we have to organise a refund. No email address to complain and include photos. I wonder why?

Most women wear the wrong bra size not that we wanna be mentioned in their bras but for years I’ve been trying to get an appointment and it’s never been convenient today by fluke I went to Marks & Spencer‘s spoke to a lady called Laura. She give me a quick appointment and lo and behold I’m one of those women that’s been wearing the wrong size. She was absolutely amazing so a big shout out to Laura of lingerie.

WS shopping in Glasgow Braehead and was served by the excellent Morag . She was ever so happy and relaxed. She has excellent customer service skills and was a pleasure being served by her .

If I could give no stars I would. I contacted M&S to inform them I intended to change my car. The vehicle I was purchasing was exactly the same car and model as the car I was insured for, albeit slightly newer.

I was informed that the underwriter would not insure the new car, so I had to get a quote from another underwriter. Surprise, surprise, the premium doubled!

I cancelled the policy, which then cost me a total of £75. This insurer is more expensive to change any detail in your policy and clearly exploits customers should they choose to amend the insured vehicle during the duration of the policy.

Absolutely shocking!

I have watched my wife on four separate occasions order from m&s online, paying for items and given dates for delivery only to receive emails to either change delivery date or say items not in stock and other numerous excuses I've told her not to order anything from them ever again also customer service atrocious.

After sending flowers as a thank you to my daughter she had to tell me they arrived half dead. They never recovered and after 2 days had to be thrown on the compost.
This is bad in itself but only good customer service saved the rating from being a 1.
I'd find it hard to trust M&S for flowers again.

Purchased a £25 pendant specifically to go with a top bought at the same time from M&S. Pendant arrived tangled into a knot. When I inspected it there was a substantial part missing. I emailed which wasn't responded to and as I needed it to go along with top as I was being treated for a much needed meal out by a friend, I decided to call customer services instead.

Despite already providing photos in my email I was asked to do it again which I did. The person I spoke to was polite throughout and sought advice from the manager several times during our conversation. After explaining my situation that I've just had a knee replacement, am in great pain, train station is half an hour walk away plus I would have to pay the train fare all they would offer was for me to keep broken pendant and they would give me a discount off my next purchase. Completely unfeeling of my plight and unacceptable. I wanted my money refunded fully and to not have to return it but apparently this was impossible.

I asked to speak to the Manager who was rude throughout accusing me of not letting her talk. I kept quiet for a couple of minutes waiting for her to say something then she piped in again in a rude manner 'can I talk now'. She then transferred me to another department.

The next lady I spoke to informed me if I went online I could arrange for M&S to collect the item. Perfect I thought. Went online and there was no option to do this so called them back.

They offered to refund me straight away 'and next time I was in town could drop it off'. I wanted clarification on how long I had as imagine in my current state that may be many months away she went off to speak with Manager again. Eventually they agreed to send Parcel Force out to collect it.

Altogether I spent an hour on the phone to them. They were not interested or understanding of my situation and I got the impression they thought I was just trying to get a 'freebie'. Yes I'm that desperate I want to keep a broken pendant.

I advise to think very carefully and choose wisely before you make an order as I was shocked at how poorly I was treated. I've been treated with more understanding and professionalism by less regarded stores. Obviously M&S couldn't care less.

I go to the Marble Arch store mostly and I rarely find any clothing I would buy, we want good quality at reasonable prices as it used to be.
T shirts go skew whiff after a couple of washes.
Their cashmere bobbles and are shabby after one winters wear. I still have two cashmere sweaters which are at least 10 years old bought from them and neither has any bobbles at all. This was the reliable M and S not the slightly trendy manifestation we have now. Sad.
Their food department is another story. It gets better . Mushroom pie tasty, no chicken kiev very good. Bit disappointed that I did not find their Christmas nut roast which is a favourite. Did they do it this year? Cheese selection is excellent.

I placed three online orders for in-store collection. I received email confirmations stating that the orders were ready for pickup. However, when I arrived at the store, the store manager, Ropeena, informed me that none of the parcels were available. I had been waiting for over two weeks, and this experience was unexpected and disappointing. The situation caused unnecessary stress and inconvenience, and it reflects poor order handling and communication.So avoid M&S.

Ordered some jeans which where impossible to track at all, website kept saying there was a error? Then when they finally showed up today, they where covered in white pet hairs... No way to contact customer services other than a random phone number. I am unable to make phone calls and I am sure there are many others unable also, because of their various mental illnesses and physical disabilities hindering them. Lesson learnt, I'd warn against using them, no idea what's going on with them, clearly not the business they claim to be or the image they push of themselves.

What a fabulous institution M & S are. Other retailers need to take note of their excellent customer service.
No issues in returning or exchanging goods and refund promised (and kept) within 2 days.
Why do other companies always say "between 5 and 28 days as its out if our control, its down to your bank"
Well done M & S.

Another parcel mis delivered by Evri, definitely not delivered when Evri said it was, definitely not delivered to my address and the delivery photo is a dark close up image of a hand putting the parcel in a generic household waste wheelie bin (not ours) and guess what its bin collection day tomorrow so everyone around here has their bins out. It’s a joke, seriously who at M and S is making the decision to keep on using Evri. Do you not watch or read the news or look at social media. It’s such a shame because M&S is a fantastic brand

M&S use the cheapest courier with the worst reputation in UK. They inform me that will deliver on a Saturday between 1600 and 1700 to my work address. This was supposed to be on a Monday which is a working day. I then get an update to say it will be on a Saturday. So I go to work. Sit until 1815 with lights on door open; nothing. Then 1815 I get notification they were unable to deliver as nobody in. They did not attempt so they are lying. Phone customer service and I get a call centre in South Africa and the person is totally uninterested; after much one sided chat I begrudgingly get a £5 voucher for my inconvenience.
This morning get an update saying they will retry a delivery between 1800 and 1900 tonight so again I will be sat in work outside of hours for a parcel which I doubt will turn up. This is the last time I ever buy from M&S online

I wanted to share a recent experience in the hope it helps Marks & Spencer improve its systems.
I tried to purchase a hooded dressing gown, as it's so cold and mine needs replacing. I first attempted to call my local branch to check availability so I can decided whether to go to Epsom or Kingston. The phone rang unanswered for a long time, and as I was out already I had to leave without speaking to anyone. I then travelled to the Epsom store in person, where staff were helpful but did not have my size and suggested ordering online instead.
I loaded funds onto a prepaid card that I regularly use successfully in M&S stores, only to discover at checkout that this card is not accepted online. I did ring customer services and they said their systems do not process the prepaid card online. I asked if they could send the dressing gown to my nearest store, so I can go and pay for it and they said they are unable to do that. This meant I could not complete the purchase and would now need to physically travel again to find a branch that has the item in stock in order to use the balance. So Marks and Spencers is putting the onus on the customer rather than providing customer satisfaction.

The core problem is the lack of accurate, customer-visible, real-time in-store stock information for clothing. If I had been able to see which local store held my size, or if payment limitations were clearly stated upfront, this would have saved time, travel, and inconvenience.
In an era where inventory systems and AI-driven stock visibility are commonplace, I would encourage M&S to review:

1, Real-time branch stock transparency for apparel
2, Clearer communication of accepted payment types online vs in store
3, Better phone accessibility for local branches

I offer this feedback in the hope it supports improvements to what is otherwise a respected and trusted retailer.