Marks and Spencer
reviews and complaints

As a potential customer considering Marks & Spencer, it's important to note the mixed experiences shared by other customers. While some customers appreciate the friendly service and helpful staff, others have expressed disappointment with issues like the lack of quality control in products, difficulties with returns, and poor customer service. It seems that the brand's reputation for quality and service may not always hold true, so it's advisable to approach purchases with caution and manage expectations accordingly.

One of my favorite online stores. Very nice customer support. I buy here already more than 2 years. Sufficiently large selection of goods for all family members. The quality of most things, too, is excellent.

Would like to give a 10/10 rating to the store managers at Marks and Spencer ambience mall gurgaon. Special thanks to Mr Asad and Mr Rajinder (store managers) for cooperating with us in the best possible way. Truly appreciate. Thank you. Anuradhika

As a 32D it's tough to find well fitted and reasonably priced bras in the store. M&S really helped with that and I was 100% pleased with my order. It shipped all the way from England to the US and came in less than a week. The bras are good quality, comfortable, and pretty too.

Fabulous service today in High Wycombe Eden Walk.
An older gentleman in the food section was so helpful and willing and professional.and a young lady on the exit to London TRd again was very helpful and willing.
Really great service from them who both went over and above their duty, in every aspect.
Thank you.

Placed 2nd order yesterday received conformation order shipped this morning express shipping AUD$5 or free shipping if order over $55, last order arrived within 5 days.
Service great.
Up date on order it arrived today that's 4days from order to delivery in Australia.
Clothes are shown in picture and fit well really, very impressed.
I will be ordering a lot more from M&S.

I bought 5 pairs of ladies trousers. They were all fit well, we're well put together and of quality fabric. They are all exactly as pictured. The buying process was very easy, delivery from UK to Australia was within the estimated time and delivery was also free because my order exceeded ?30. Only negative is that there isn't a currency converter at checkout, but this isn't a deal breaker for me.

I visited the M&S website to order chocolates for a friend as a gift, the website interface was so nice and clean, very easy to use too... I was majorly intrigued by the option of being able to hide the price on my item(because it was meant to be a gift), adding a message to the order and being able to select the exact delivery date I wanted... maybe some other websites have this but I hardly even see them... Overall... it was awesome

Turned up to collect an already problematic order gone a little wrong (which was kindly compensated without reservation), to find myself presented with a double of my very expensive order, unbeknown to the staff which was very clearly an opportunity for the goods to be taken away without anyone being the wiser...
Given my honest nature I informed the lovely [protected]@ Muswell Hill and was very courteously looked after and matter dealt with effortlessly in what could have been a worse fiasco than it already was, Redda always ensuring I was assured my customer and honesty in not walking away was greatly appreciated and my being a loyal customer being truly valued...
Not an easy job being on the receiving end when things go wrong and the way the matter was dealt with (taking 40 minutes after numerous calls to HQ and double checking everything), Redda proved herself worthy of measurable praise in dealing with the situation and ensuring my welfare and wellbeing (I have disability restrictions to contend with) was also taken care of at all times.
Credit should be given we're its due, usually customers are sent away to follow up complaints online when this happens, however the time care and attention was truly appreciated and commendable

I find this to be the best online shopping experience on the web. Every year I order all my business clothes, and some casual as well, from this department store. The sizes are standardised, which mean that once you know your measurements, every item in their shop fits in the same way. Also, the quality is excellent and the prices very cheap as compared to Australia (Recently I bought a pair of woollen trousers, made in England, for about $40 - the same item in Australia is $300 at Myer or David Jones [similar quality department stores]).

Shipping is free to Australia if you order over a certain price, and the best part about this service is if you need something quickly it gets here within the week. All items are packed beautifully, even including wooden hangers and suit bags for some items.

Their website is great, because it not only shows multiple views of the clothes, but also there is a video of a model wearing them, which means you get to have an idea about how the fabric moves when you walk (important when purchasing skirts, for example, and also you can see the fit of the trousers).

In addition, the quality is so good the clothes last 'years', and because they are mostly classic styles it is appropriate to continue to wear them [e.g. I find it good to have a new 'look' each year, but after 3 years of not wearing a set of clothes, then you can bring them back and people have forgotten!]

Good afternoon

I purchased the large box Dark & White Chocolate Selection from your Camberley store, and we opened them last week.

Please can you tell me why you put the details of the chocolates on the bottom of the box...! On opening them and trying to look at what chocolates were what the whole lot fell on the floor where my dog ate so many of them we had to go to the vet... £91 later thank God my dog is absolutely fine.

Why would you put the details on the bottom? Surely the sensible place would be inside the lid. So as you can imagine we never got to taste them...!

I look forward to your comments...

Maggie Sheerman

[protected]

Just spoke to an incompetent customer service rep in Retail Team.
After spending 20 mins holding to be advised by the online team, he needed to transfer me to the retail team, who would be happy to help!
Spoke to an incompetent lady! Advised her that I had a product issue with some bedding I had purchased in store, and due to being under Tier 4 lockdown I was unable to go into a store to return the item for a full refund. She did not have a clue! Told me I could go into a store and collect the item or I could send a friend to collect my food!? I told her once again due to Tier 4 lockdown restriction we have been told to stay home by the UK Government! Again she just continued to tell me to go to a store and return my faulty product or send a friend! I advised her that she did not understand what I was saying, which she insisted she did, talking over me, again telling me to go back to the store to return the product or send a friend... Or wait till we are out of Tier 4 lockdown! I advised her no one knows when Tier 4 lock down will be lifted and I was not willing to wait for months for a refund. Requested to speak to her Manager and her name and she hung up on me! Absolutely disgusting incompetent service!

Mistakingly returned Next kids clothing to Marks and Spencer via marks and Spencer bag which had a barcode to an item of kids jacket I had ordered at the same time. This was returned via a Marks and Spencer food store on the 30 th September 2021.
About five days later I realised what I had done and called their customer service which is apparently based in South Africa who asked me to make a visit to the store and find out why they had not checked the bag fist before returning it. The store staff a lady and gentleman both informed me that they don't have to do this and could not help me as the item had been collected.
I spoke to a manager at a nearby store in Tamworth for advice to how I could retrieve the return and she advised me to call customer services again who after a length of time assured me it would definitely be returned to me.
A week has gone past... 12 days after being returned I have not heard anything from Marks and Spencer'.
I phoned customer services again, based in South Africa and after about 45 minutes of explaining was put through to the store where I returned the parcel.
The gentleman that dealt with me last Tuesday explained to me that I had been last week and I then asked him to look into the reference number I had been given to me by their store
In the meantime tried to ring their head office in London to make a complaint and again lines are diverted to South Africa and I asked if I could be connected to someone in the UK and she could not do that.
By the end of the day I had written to the chairman to help me retrieve my Next kids clothing as I could not get any help from any other place.
Towards the evening the gentleman from the store has spoken to someone and my item is gone and cannot be retrieved. It was scanned in on the 1st October but the department did not contact me and apparently after 9 days item cannot be retrieved.
I have been offered ?20 voucher although the item was worth more than that.
Where did my item go? Why was I not contacted? Why was it not returned?
The customer service in South Africa assured me it would be returned a week ago.
Questions I would like someone from their head office to answer.
Someone employed by the company knows where it is

I have tried several phone calls and there has bee no Joy.

An account for M&s Spark Pay has been set up on my account which has not been done by myself the sum of £495.99 has been deducted from my bank account and I did not authorise or sign up for.

I have a sparks card only and this was used yesterday 19th March 24 at the branch at Moorgate.

I am somewhat dismayed that there is no person that I can talk too to get this resolved. i just confirm that I have never applied for Marks & Spencer Pay. Please can I be contacted quickly as a spot needs to be put to this being on my bank account.

My husband purchased a collared t-shirt from your store in shoreham by sea just over a week ago. He wore it for the first time last Friday only to find that by the evening the blue dye had penetrated his skin, especially under the arms, and down both his sides! He had literally turned blue! He has the same product in a rust colour with no problem at all. Having now had a good few baths he is slightly blue and it took a lot of scrubbing each time he had a bath.

It certainly doesn’t say wash before use so I think this is something you need to be aware of especially if anyone suffers allergies etc.

Not a cheap product at all at £29 so would expect better quality.

Product number [protected] T28 5036M/03402 Dark Ink.

I purchased a £100 voucher as a xmas gift via Giftcards but i wanted one i could hand to her as a card this was on 22nd December 23. To date an after several emails back and forth since then im still at a loss as to who is trying to solve this issue for me. I sent everything they asked for as proof of purchase but i keep hitting a wall I have enclose attachments as proof of purchase plus emails ive been receiving but now its like ive been forgotten again. This was a xmas gift so im not happy at all with the service im receiving plus no one has contacted me with what’s happening now

I seriously need help im £104 out of pocket i also paid for 1st class delivery via Royal Mail So please help with my issue. Its now nearly 2 months on and still no help or voucher!

been buying this stuffing for approximately 6 years,

As it is gluten free , as well as really tasty,

But I've just had some on 3 12 23 , And i feel the quality was very poor ,

it seemed to have to much herbs in ,and i had two bits of bone,

m&s quality is unrivalled by anyone, but i feel this has gone down hill ,

maybe a revisit to the manufacture's to check their quality.

hope you do look into this , As i do really love m&s food , thank you

I visited a Marks and Spencer cafe in Fort Kinnaird Edinburgh on 7th August 2023. I was overcharged and I contacted the customer services as I was not aware that I had been overcharged until I got home as I was registered for e receipts and did not get a receipt at the till. I was asked to send a copy of the receipt which I did on 9th August. Since then, I have contacted M and S on several occasions and they are just ignoring me. The overcharge was only a small amount (£2) but that is not the point. I feel they are just so rude and not worried about how their customers feel when the service they offer is well below standards of politeness and helpfulness.

Purchased a Cosy relaxed crew jumper 20261627T38 size 8 at your Cheshire Oaks outlet store. This was on offer at 17.00. Although this is a very reasonably priced ladies jumper I would still expect the quality to be the same as any other product from and S. However within one wash at 30 degrees, using a liquid wash for woollens the garment is very bobbly and has got worse over time. It is now so bad I wear around the house but would not even think of wearing it outside - just due to the appearance.

I would appreciate your comments on the above.

From Chris Fitzpatrick (Mrs), ch49 4nj

Good morning, I recently had a fall in your store at Crystal Peaks, Sheffield. The time was around 11.30 on 21st October 2023. I appreciate that the majority of your floor was dry, however, as it was raining quite heavily outside, the water on my boots must have caused me to slip on your polished/smooth floor. This has resulted in a fracture of my foot and a very bad sprain to my ankle. I was helped to my feet by some very kind shoppers in there who checked that I was ok. My issue is that not one of your staff came to check on me. There were quite a few people around me so I would imagine the incident would have been seen but no one from M & S attended. Even the ladies who waited with me looked around for a staff member but no one was to be seen. I would hate to think that this could have been someone quite a bit older than I am and who could have needed more urgent medical treatment. I await your response, thank you.

Kind regards

J Fellows

I bought this shirt approximately 3 weeks ago for my husband to wear on a cruise that we have been on for the last 2 weeks.

On the formal night he attempted to wear the shirt which proved practically impossible. The buttonholes were so small it was beyond difficult to attempt to undo the buttons to then do them up again, to then have to undo them at the end of the night!

Really disappointed with this shirt especially with the high price I had to pay for it!

Bought the 6 sliced garlic bread today.and noticed it was in new packaging.when we put it in the oven.noticed again garlic bread only half the size. as normal .when tasting it .didnt even taste half as good.once again .a product that was execellent. now rubbish.like pies .pasties.etc.do marks and spencer think we are all daft .and will not notice,shops are doing it with chocolate bars.half the size .double the price.disgusting.easy solution.stop buying,

needed to speak to someone yesterday re credit card query,finally spoke to cherry who couldnt help me and said she would put me through to someone but after a ten minute wait realised she had cut me off. tried again but after putting into my landline the one time pass code five times finally got through to yet another operative who couldnt understand my query and refused to put me through to a supervisor,even though he said he was new to the job as he said i had not gone through sufficient security protocols. this was blatantly incorrect as i had inputted the relevant information.

I am horrified that after only wearing and washing my jaeger top for the FIRST time, it has shrunk considerably.

I live in Western Australia and purchased the top as a treat whilst I was back for a visit in August this year.

The top now measures 51cm from the top of the funnel neck to the bottom, plus it's all misshapen, and I did follow washing instructions and washed on a cold cycle.

I have attached a picture fyi.

Could you please advise the way forward with this, ie. a refund or a replacement? I have a British bank account, so not a problem there, probably the best option.

Unfortunately, I did retain the receipt as I didn't expect this to happen!

My bank details are as follows;

NatWest Bank - Redhill Branch

Sort Code = 543036

Account no. = [protected]

Account name = Fiona Helen Robson

I look forward to hearing from you soon.

Best wishes.

Fiona

+61 [protected]

My wife and myself visited your store in Thurrock Lakeside yesterday.

I decided to check my offers on the app and found offer that states in bold type.

50p off when you spend £3 on M&S cakes.

With a photo of cakes sliced.

With this in mind we entered the cafe where i purchased two pieces of cake each at £3.50 per slice and two drinks. When paying for these items I was told this offer does not apply to my items.

Upon getting home I looked again at the offer and find that you have to read all the small print in the terms and conditions to find why this did not apply.

I feel M&S are miss representing the truth of there offers with the bold headline that shows in the app when first viewed.

I feel cheated and misled by M&S and their offers.

As such I shall not be looking to shop in M&S in the future and also pass my comments on to the Trading standards for their look at my concerns.

The tracking shows no sign of this order of two packs of support vests being delivered. You took the £45 from my bank account July 31st - obviously no problems with delay there. I was texted to say they would arrive Tuesday 1st August - they didn't but no-one texted me. I checked on tracking to find it wasn't going to be delivered. The 'damaged' excuse listed on the tracker is a nonsense - I don't see how 4 vests can get damaged in transit. I'm guessing the driver did not want to wait through the roadwork queues - which I understand to delay for a day or 2 but not longer and some honesty would have been nice. I've still heard nothing and the tracking message is basically 'whenever'. There is no means of contacting M&S or their courier. My emails have gone unanswered. I've been pleased with orders from M&S in the past but I'm not at all sure I'll be using them again after this. Please deliver over the next couple of days (i.e. by Fri 11th Aug) or refund me and please pay me the courtesy of letting me know.

I have visited several of your stores in recent weeks and months and been disappointed by there only being self-service checkout in the clothing section. The staff stood there manning the self-service checkouts have often been rude when I have asked for assistance and just say "we've gone digital". I find self-service tills confusing to use and the beeps and noises can cause me to have panic attacks.