Marks and Spencer Reviews 1,879

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.

You would have thought that after their website meltdown, M&S would have made sure that the updated version would be second to none but no. There is no automatic confirmation or order number; rather a long buffering and the page just disappears. Delivery is vague and haphazard with no indication of when items will actually arrive. When they do, they are not wrapped (I do expect bedding and underwear for example to be bagged individually) and are not of great quality.

Marks and Spencer Simply Food New Mersey Retail Park Speke, Liverpool. No heat for weeks now. No temporary heaters brought in. Entrance doors wide open opposite service doors also wide open outside temperature 4 degrees C.
Wells have gone by and this company has proved impotent. Can’t get temporary heaters. Can’t buy electric heaters from Argus a matter of yards away. The management booth in store and at HQ must think we’re, the customers, are stupid And will keep spending there; we will not and what a way to treat staff! Keep them ice cold for weeks- months while management are upstairs in warm offices. DISGUSTING!

Today I had my purse stolen inside was a M&S gift card for £150 I had been given for Christmas. I rang M&S up as I have got the receipt for the gift card. All the numbers are blocked out apart from the last 4. .I have date & time purchased. Not good they want the full number. But I cant give them the full number as it has been stolen. Nothing we can do. So the person who stole my purse is probably spending my £150 right now.

Marks and Spencer have certainly caught the attention of younger buyers recently. The new ranges seem to be fresh, current and designed with a younger audience in mind. They have also claimed to be participating in lots of sustainability initiatives, using recycled materials for example. However, my recent purchases have left me saddened by the quality after excitedly purchasing some new knitwears. The two items claimed to be using recycled polyester and after only a few wears both are now too bobbly to wear at all. Whilst these items may be using a recycled material, the longevity of these items are not worthy of purchasing, let along should qualify as 'sustainable'. The term green washing comes to mind here.

I used M&S online shopping for a present which should have been delivered by Yodel on 03.01.26. Unfortunately, as we are quite remote Yodel decided not to bother. It was eventually delivered on the evening of 07.01.26. Unfortunately the Yodel driver thought it was perfectly acceptable to try to complete a three point turn on my front lawn??. He got his vehicle completely stuck down to the axile. It took my partner and I over 2 hours to dig and pull him out of my lawn. We informed both M&S and Yodel the next morning. I am still waiting for a reply to my complaint. It would appear M&S does not appear to understand that Yodel represents them. Both companies are trying to fob me off with excuses. I will not use M&S online again, POOR SERVICE AND RESPONSE

I worked for M & S faithfully for 17 years in M & S White City London. I made a complaint about harassment from a supervisor name of Bilal Agbaloul and another complaint about an aggressive warehouse man name of Colin. They delayed giving me a response for years. They got tired of me complaining and store manager Mike Stewart decided to aggravate me alongside his managers to try to get me to resign.

I was already suffering from depression and anxiety. The store managers manner and behaviour was upsetting me. He aggravated me alongside his managers.

I lost my temper with them for ignoring me and aggravating me instead. They suspended me then I was dismissed for gross misconduct by Carl Flanagan of M & S Marble Arch London.

I love M&. The clothes are quality & there's no having to argue for a refund. As long as you have the email which they send instead of receipts which I've now got used to. They are exceptionally honest when I've tried something on & asked a staff member "what do they think." They've always been truthful rather than say "it looks lovely" which I think is a bonus. It really matters to me which I find impressive rather than letting me buy any item of clothing to go home only to think "Oh no, I'll have to take it back. Superb shop & terrific customer services.

Marks and Spencer Sprucefield - Friday 30 Jan around two
Was happily browsing in the jewellery section when I noticed a rather demented women trashing on of the jewellry stands - jewellry ( mostly earrings) where being placed on the floor and then to my horror , multiple packets held her in mouth as they were rearranged on the stand. I went to get help and spoke to a member of staff who explained the person in question is an outside contractor .
I later went back to the stand and I could see which earring packets had been mouth held - I mentioned this incident again at checkout .

Suffered a severe and painful skin-rash, including blisters after purchasing new underwear. Reported immediately with customer support to request a return and refund. After some weeks of 'investigation', M&S refused to refund me because they couldn't track down the batch that caused the issue. Shocking customer-service and a likely breach of consumer-rights.

Early this month I had a sight test at the Exeter M&S store. The service was brilliant from the warm welcome to the eye test and receiving an excellent pair of glasses.
I would definetly recommend this store and employees for their brilliant service.
The only problem was finding it hidden behind the childrens wear!

I’ve recently bought their cornbeef cakes, absolutely tasteless, I’m noticing the quality of the food is declining which is a real shame, you need to up your game m&s

Dire customer service department-are they based in South Africa? I've twice had issues with incorrect deliveries and asked for replacement items which they in one instance ordered incorrectly and on the other took so long over replying to me that the item was out of stock. Fed up.

I recently had an issue with some Pure Cotton baby clothes shrinking after the first wash and dry, despite following the care instructions. I contacted M&S customer services and was really impressed with how they handled it.

They listened, reviewed the photos I sent, and resolved the issue quickly and professionally with a full refund. Communication was clear, polite, and understanding throughout.

While it was disappointing to experience the problem initially, the customer service was excellent and reminded me why I continue to shop with M&S. Issues can happen anywhere, but it’s how they’re handled that matters — and in this case, M&S got it right.

Got a bouquet of flowers delivered .When they arived they said tyey would need to wake up ...these flowers could not be resuscitated let alone wakened up.
Phoned to complain and to be fair a new bouquet arrived today.More greenery and foliage than flowers , two of the main flowers two artificial flowers on sticks and 3 other flowers for 30 quid !