Marks and Spencer Reviews 1,885

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.

On Saturday the 20th of December 2025 my wife and I went shopping at the Newbury Retail Park. We arrived at 14:03PM and shopped in 4 stores as listed below:
M&S 14.24PM £11.30
Boots 14.52PM £175.55
T K Maxx 16.25PM £135.16
Lidl 17.17PM £127.71
Spending a total of £449.72 on various items of Christmas Shopping.
We departed the Retail Park at 17:28PM
We were in the site for a total of 3 hours and 25 minutes according to the Civil Enforcement Parking Charge Notice issued on 25/12/2025 and as a result we were presented with a demand for £100 as a result of a parking violation, reduced to £60 if paid within 14 days.
We have used the Newbury Retail Park on numerous occasions over the last 3 years, and I can honestly say I have never noticed a sign stating parking is only allowed for 3 hours and staying longer would result in an extortionate demand with menaces for an entirely unreasonable amount of money. Even at the reduced rate we are being forced to pay £2.40/minute for parking which by any sensible standard is absurd. Not only that but we are also being threatened with Court action should we fail to pay and also told that the reduced rate is removed if we have the audacity to appeal.
The only sign I can recollect regarding parking is on at the exit stating No Return Within 2 Hours which I have always considered counter intuitive as one would expect shops to be happy for customers to return and spend money with them. I am sure there are some signs somewhere, but I imagine most customers, like me, have not seen them and do not expect to be subject to a prote3ction like racket that demands money with menaces for parking in a shopping centre for in excess of 3 hours. There are 14 or so shops on the site and we only visited 4 so I have to wonder how many other people are being extorted by the owners of Newbury Retail Park.
I also think the store owners and operators should insist that parking is free and if not, they should decline to rent premises on the park. If this is not achieved by the shop operators the good people of Newbury should boycott the retail park until the owners amend the policy.
I think a social media campaign is called for.

I thought that M&S had stopped using the Evri delivery service due to the huge number of complaints, however, I was wrong and learnt that Evri would be delivering my item today much to my disappointment!! Item was apparently left in my porch...I DO NOT HAVE A PORCH. Parcel was shown being held up against my back gate showing the house number before the parcel was thrown over the gate onto the garden path JUST A FEW FEET FROM THE BACK DOOR!!! Courier didn't bother to knock on the front or back door hence I WON'T BE BOTHERING TO BUY FROM M&S AGAIN!!!

On 01.01.2026 I paid £69.00 for a pair of ladies ankle boots for my wife. They were required asap so I paid an extra £5.95 for next day delivery The next day arrived but no boots. I called M&S and eventually was told the delay was due to the courier, guess who? EVRI! So after pressuring M&S I managed to get my £5.95 back for a failed delivery and an M&S voucher for compensation! However, still no refund of the £5.95 and no M&S voucher and 6 days later NO BOOTS!! I wanted these as a gift for my wife who suffers with dementia and we wanted to get some walking in before the bad weather came along. Today I am advised that my order has still not been processed and the boots have not been shipped. Eventually the female I was speaking to said that the boots will arrive tomorrow! When will I get the refund and compensation voucher? An utter disgrace M&S. Your customers deserve better!
07.01.26. An update. Believe it or not, this morning I have received an update from M &S telling me that my order is running late and may not be delivered today! Apparently my order has still not left the warehouse because it has not been collected by the courier. Are you for real M&S?
20.01.26. Now a further addition to my review. I have just received an email from M&S refusing to publish my review because I didn’t include any mention about their Customer Service. M&S, you should count yourselves very fortunate that I did not include this information because your Customer Service was totally unacceptable.

Really gutted, I bought a beautiful set of red Christmas PJs from M&S with a gift card as they were £32 it wouldn’t be something I’d normally treat myself to.

That’s a high price tag so I expected the quality to be the same.
Size 8 fit me like a glove, really comfortable and beautiful design.
Took them out of the first wash (on a low delicate setting at 30, as described on the label) and they are completely ruined, shrunk a ridiculous amount that they now barely fit around my waist and the legs are 3/4 lengths now when they previously sat touching my foot.

I’m so disappointed and now have a product I can’t use after one wash?!

We used to shop the Jaeger brand before M&S bought it. To be brutally honest it’s now ruined and nothing close to what it was in terms of quality and style. M&S stick it in the middle of the clothes section and you’re expecting premium design and materials as it used to be but no it’s awful and if not worse that some of the other M&S clothes on display.

I love your candle that lights while the candle burns , but when it's 🚏 burning so does that sparkle it's a lot of money to pay for a candle that the sparkles stopped when the candles stopped is there any way it can work with any other candle , well disappointed with this item , as I brought as a present .

I purchased some bootcut jeans from M&S about 3 years ago. They were of very good quality then. I returned to get new ones and found the exact sets. The quality is even better but £1 more which isn’t bad. They are true to size and great during this winter season. Happy customer.

Purchased battered haddock fillets.(.In a light crispy batter) Batter was like concrete and the fish was pink definitely not haddock 😔Won't be buying again ....