Marks and Spencer Reviews 

I shall never use M&S again. Their idea of customer service is worthy of a zero star. I received an email to say my parcel had been delivered, so I went out to my box immediately. There was nothing there. I tried to contact M&S immediately, but it was difficult enough to discover how to. Then the person who answered was very rude. She kept talking over me and talking to her colleague. I said I live in France so she said I would have to speak to someone else but they were closed. She gave me another number to use in the morning, which I did. It went back to the same original department. No-one will talk unless you give name (rank and security) that’s how it felt each time. Eventually I got through to a man who wanted to help who said he would call me back. He left a message to say he couldn’t get through. I tried to call him on the number but it wouldn’t connect. Finally after a total of approximately 1 3/4 hours a lady sent me a claim form. I have returned it more in hope than expectation. The access to « contact » for accompany like this should be much better.

Trying to navigate and pay for items online is an extremely painful experience. Very glitchy.

I returned two items from the same order IN THE SAME BAG. These were dropped off at a M&S food outlet. It took seven days to receive a refund for one item only. The other they claimed was not received. After a phone call the other was rapidly refunded. I await an explanation from M&S as it appears they try it on which is frankly dishonest. Refunds take far too long and are too much trouble. I'll never drop off a return at a food store again. Whether I ever set foot in M&S again depends on their response. M&S - look at your brand ratings - you should be ashamed!

I am submitting this review as a formal record of an extremely poor and unacceptable customer experience with Marks & Spencer.

On 24/04/2026, I placed an online order for a pair of jeans. On 27/04/2026, I received a notification confirming that my parcel had been delivered via Evri. However, no delivery was made to my address.

Upon contacting customer services, I was informed that the parcel had allegedly been delivered to my old address. This explanation is wholly unsatisfactory and raises serious concerns. I explicitly updated my address within the M&S app in December 2025, and I have successfully received approximately three separate deliveries since then at my current address without issue. The assertion that my “default address” reverted to an outdated one is not only implausible but directly contradicted by prior transactions.

Despite clearly outlining these facts, M&S refused to take responsibility or provide any meaningful resolution. I was told, in effect, that I must personally retrieve the parcel from my former address—an unreasonable and wholly inappropriate expectation.

I am a disabled woman in my 50s with limited mobility and cannot “simply” travel to collect a misplaced parcel. Under UK consumer law and equality legislation, companies are required to make reasonable adjustments for customers with disabilities. In this case, M&S has failed entirely to meet that obligation. At a minimum, this situation—caused through no fault of my own—should have been rectified through redelivery, refund, or appropriate support.

Instead, I have been left without my order, without assistance, and without recourse.

This represents not only a failure in logistics and account management but a complete disregard for customer care, accountability, and legal responsibility. The handling of this matter has been dismissive, inflexible, and frankly unacceptable.

As a result, I have made the decision to close my M&S account permanently. I will not be shopping with them again.

I am sharing this experience as a clear warning to others—particularly those with additional needs. M&S is no longer the dependable and customer-focused company it once claimed to be. Customers should be aware that if something goes wrong, they may be left entirely unsupported.

I have been forced to accept the loss of my order, as it is physically impossible for me to retrieve it. This outcome is both unjust and avoidable.

A deeply disappointing and unacceptable experience.

Had a really important flower delivery for a friend suffering a bereavement. We ordered from M&S. Flowers were left on the doorstep and the note wasn’t included so the recipient had no idea they were from us. So disappointed and angry.

Complained to M&S and apparently a £5 gift card makes up for it.

Hugely disappointed!
I have chosen m&s for the quality to discover that what they sell does not meet the standards. I cannot simply go and complain in the shop (Ayr food shop), as this requires driving and wasting my time and petrol.
On Saturday I bought 3 packs of Perfectly Ripe Hass Avocado. I did not have a problem with this product before.
Firstly, they were not ripe at all!!! Secondly, they have been already getting off!!! Typical brown colour and horrible taste!!! I paid a lot of money for the product that will end up in the rubbish bin. Additionally, I do not trust M&S anymore...feel cheated. They should not sell the product at the M&S standards and price if it does not meet the highest standards

Received a delivery of roses Saturday and the quality was poor. Some already floppy and dead leaves. Rang to complain and they sent another today, Monday. Similar today with tired looking ones and some slightly floppy. Very disappointed.

M & S is a very big company and most successful, however my experience regarding a fraudulent purchase on my then credit card transaction was dreadful. The credit department of M & S are very inefficient to say the least.

Just like to say about the speke store my son and myself go here a lot spend a lot of money in this shop.
On going to the self service I was transferring money onto my card I had put all my items through we were constantly being stared at by the women manning the self service tills I and my son felt uncomfortable in that she was treating us like thieves.
I have often feel like this in this shop so in future don't make people feel uncomfortable for no reason.. I am often in here with my little grandaughter aswell lot of older staff unfriendly.. younger ones are lovely.
Security guard at present follows you around the shop its not nice.
Also the dates on the items in speke store are constantly poor and quite frankly food isn't always the standard you expect.

Marks and Spencer is my favourite store by miles.
Excellent clothing and best food ever
M&S food is Heaven on Earth
No one comes close to M&S
5 star ☆☆☆☆☆

Roses, yellow pink and white. Half didn't open and pink and white were tatty. Think they must have been kept somewhere rather than being delivered. Very disappointed m&s.

They don't like giving you a refund, do they? 😳

115.99 + 66 £ worth of returns, all because their sizings are rubbish.
Purchased seven items of the same size, all Marks & Spencer's own brand, in the end I sent back five back items because they was either too big or too small

So, the next qualm is they DO NOT like to give you your refund
When I shop and if I send something back,
and once they receive the item elsewhere I'll get a confirmation of the return, a refund, is usually done immediately, but Marks & Spencer's take too long to do a refund. I've already waited three days, now it's the weekend, then it's gonna be Monday before they even get to it, but they may not even do it them, so, it's gonna be over seven days of them having my return before they even start to do my refund. I think this is unacceptable. Why should you have my money for a week longer than you need it? Your refund process is taking too long, and I wont be shopping with you again, guaranteed. I can't let you have 180 quid of my money for so long, when you have your stuff back for ages
Your refund process is pants!
Hurry up and do the right thing by your customers, coz you're getting interest on my money when it should be me!

Thank
you.

Why can’t M and S provide an accurate and timely service on line
I’ve lost count of the number of times I have been notified days after placing an order that it is no longer available.
They take money immediately and then you are expected to wait for a refund.
A really poor way for a company of this size to manage their on line ordering.
Sadly this is the level of service now expected from them

Ordered a collection for Saturday 11th and now it's 13th and order is still "on it's way to the store".
Absolutely horrible.
If CS from M&S ever reads and decides to help, order number 306-0063972-6106918

Paid for next day delivery and two days later email saying my items are delayed, disgusting service, I would not recommend anyone paying extra for quick delivery

Awful customer care. They call DPD their “trusted” partner. What a complete joke. DPD try to deliver furniture I ordered to a completely wrong street and postcode… then it’s absolutely impossible to get hold of anybody at DPD. I don’t think they’re actually any humans that work there….. on line chat sends you round in circles. M&S customer service equally as rubbish, said they couldn’t look into individual mistakes. This is probably the worst customer care I’ve ever come across in my life from a reputable company such as M&S. They really should be ashamed. Had to cancel order for an item I really loved ….. now I have to wait for a refund when they get their piece of furniture back. What a damn cheek! I’ve wrote to the chairman‘s office. Let’s see if they bother getting back to me.

Barntaple loo in man loo npt working and no sign on the door it was pn the floot

I dread seeing a flower box from M&S. You know you're going to get a far from perfect bunch of flowers or a plant but it can be difficult to inform the sender of issues, easier to thank them for their kindness. And if all flower delivery companies know this, none take advantage of the recipient's dilemma in the way M&S does. Shame on you.

This time an Easter bouquet of tulips and hyacinth, delivered on Thursday. Two of the tulips arrived beheaded (a common occurrence). The stems were unusually short and I didn't have a vase short enough with a neck wide enough to accommodate the width of the hyacinth stems so had to split. Just as well, as the tulips were past their best by Saturday anyway. The Hyancinths have mostly opened and the flowers look good but the tips of the leaves have blackened. I presume they didn't like being in water, but as both the leaves and flowers grow from very low on the stems on hyacinths, it is unavoidable.

Cribbs causeway Bristol treated my relation who worked there, aged 17, like rubbish. Sacked her for being sick when she had a nasty virus caught from hospital which was appealed for on the back of legal advice. A few weeks before, they sent a memo indicating they were over staffed. She was almost at the end of probation with no concerns of her work ethic to this point. Such a coincidence, plus other staff having more sick than this were fine. The managers were vile in the appeal meeting. Its put me off shopping here due to what is behind the scenes. She didn't get her job back but I feel she had a lucky escape. The male manager 'B', she had appeared to enjoy the power he had over a young person and I hope he read's this and reflects on practice going forward. Good managers dont need to be bullies or puppets.

Lightly dusted cod fillets hardly any cod, extremly poor and overpriced