Marks and Spencer Reviews 1,840

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

Received bouquet of roses from a family member, order arrived on time but the roses were not fresh some wilted beyond saving! Their flowers used to be very fresh so we will think twice before ordering from M&S again ( North London ).

M&S had become my go-to store for eggs and turkey breast fillets. Apart from fish, they were my main source of protein, and I continued to buy the turkey despite a series of price hikes and down-sizing to 380 grammes, This afternoon, however, there was no price label and the fillets had been shelved with other turkey products. My receipt showed they'd gone up form £5.50 to £6.30 per 380g pack. I requested a refund within minutes and before leaving the store, only to discover later that I'd been issued a credit voucher instead of a refund. M&S need to place the correct price labels next to their products, especially when prices increase; staff need to inform customers when they do something different from what was requested; and managers need to understand the inconvenience to customers of making several visits to a store to redeem a voucher when they are no longer spending on high-value items and when they were justified in requesting a refund.

I ordered flowers in good time for a friend’s 65th birthday. At 2am on morning of her birthday I got a message telling me the flowers were out of stock and I would get my money back in 3 to 5 days. It was clear from the gift message I added to order it was for a 65th birthday. I phoned customer service who admitted it was very poor service and my complaint would be escalated. Heard nothing back. The person on phone said ‘have a good day’ at the end of the call which I told her I would not, having been so badly let down. Be very wary of ordering flowers from M and S especially if for a special occasion.

Marks & Spencers felt slippers are shedding from first wear, .constantly hoovering, they look scruffy. Very comfortable but the hoover doesn't pick all the fluff so having to get on my knees and scrape it up. They make a complete mess. I can take photos

What has happened to Marks and Spencer?
Bought tee shirts and bras online spent alot of money thinking its from M and S their should be no problems. How wrong could I be. The clothing arrived, I couldnt believe it, it looked like the clothes had be dragged of the rack screwed up in a ball and thrown in the bag. Ive seen better presented goods from a charity shop. I spoke to customer services, the responses I got were l blunt and consise and appeared to be read from a script. Not very helpful at all. The customer services rep left me on hold several times whilst conversing with a manager. The final outcome was a take it or leave it offer of an E voucher, for a fraction of what we spent, for M and S so who wins there. Dont buy from them, they come across since the hacking incident, as money grabbers, the customers are not the main consideration any more. Recouping their losses are.

M&S uses its policy limit of five days to start the refund process even if it receives the returned goods within a day. In addition, it delays the refund hitting the customer’s bank account by another 3-4 days. Yet, it has no problem in taking your money immediately when you purchase their goods. The deliberately planned delays in refunding erodes trust in the M&S brand. I am tempted to buy several goods and return them so that they also suffer a penalty in retaliation for behaving badly with refunds.

I bought the King Prawn Thermador Gratins and had to stop eating immediately due to the taste. On inspection, every prawn contained thick, black intestinal tracts that had not been removed. Because the prawns are covered in sauce, this isn’t visible during cooking, making it a hidden quality issue rather than a one-off.

What was more concerning was how M&S handled the complaint. Despite providing clear photographic evidence, I was told the issue would not even be considered for investigation or refund unless I physically returned the removed intestinal tracts. This felt like an unnecessary barrier, as the returned tracts could add no investigative value – any of these products would show the same problem. Nonetheless, I purchased another Gratin, removed the tracts, and returned them.

Although my complaint was addressed to the Customer Service Director, it was never actually reviewed at that level. Instead, it was handled entirely by a junior team member, whose responses were wholly inappropriate (aggressive, casual, and unprofessional), he had tried to withhold his name. However, as M&S would not share the outcome of its investigation, I submitted a DSAR, this inadvertently disclosed his full name (revealing his lack of relevant experience) and informed it had done nothing to address the food problem.

It is also notable that this product cannot be reviewed on the M&S website, limiting customers’ ability to share experiences or raise concerns.

I found the King Prawn Thermador Gratins to be a poor-quality product. If in doubt, remove one prawn from the sauce and inspect it before cooking.

I use M&S alot for click and collect which i cannot fault.
The website is nice and easy to navigate, ordering is straightforward.
Select my local Simply Food branch and the order is there within a couple of days.
What more would you want.

I usually love M&S products and sending them as gifts as well as buying things for myself. However, I just bought a gift online and rang customer service because there was no option at all to add a gift message. Customer service informed me that you can only send flowers and hampers as gifts?! They said they could not add a message!! This seems ridiculous when they sell so many items that could be sent as gifts? Very disappointing!

Online setting up an account and ordering was hopeless. Insisted that I live In Jersey, which I don't. Tried to change delivery address multiple times and then eventually ordered. Guess what? Delivery address defaulted back to Jersey. Phoned customer help who could see the order but couldn't change address or cancel order. Advised to wait a week until confirmation that order address was incorrect and then re-order. I fear trouble ahead!! Come on M&S you can do so much better than this.

I bought a dress online, delivered to my home address. The quality was poor and after wearing it one day for a few hours it had rubbed and worn leaving a bobbly white patch on the purple dress.
I have three issues here with M&S:

1. The poor quality of the clothing. (They blamed it on an external manufacturer.)

2. They insisted that I must return it to store myself, in person. This meant a 40 mile round trip at my own expense plus parking costs.

The Consumer Rights Act 2015 states: 'Whether or not the consumer has a duty to return the rejected goods, the trader must bear any reasonable costs of returning them, other than any costs incurred by the consumer in returning the goods in person to the place where the consumer took physical possession of them.'

I did not take physical possession of these goods at the clothing store so I should not have been expected to pay the costs of returning them there.

3. They refunded the dress without question but not the delivery costs. They told me I wasn't entitled to have the delivery costs refunded as it had been delivered on time.

The Consumer Rights Act 2015 states: 'To the extent that the consumer paid money under the contract, the consumer is entitled to receive back the same amount of money.'

That suggests that I shouldn't be out of pocket or expected to foot the bill for delivery of faulty goods. After arguing the point with Customer Services over the phone I was finally refunded the delivery costs but made to feel that they were doing me a favour that I wasn't entitled to.

I am very disappointed in both the quality of their goods and their customer service.

Received a gorgeous Mothers Day Bouquet.

Still beautiful today!