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1.1 123 Reviews

Marks and Spencer Complaints Summary

4 Resolved
119 Unresolved
Our verdict: If considering services from Marks and Spencer with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Marks and Spencer reviews & complaints 123

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Newest Marks and Spencer reviews & complaints

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R
8:39 am EDT

Marks and Spencer Hello! I ordered 3 t shirt and a dress. Paid money for all but got only 2 tshirt and 1 dress

1. Women dresses [protected])

2. Women's tops [protected])

3. Women's tops [protected])

4. Women's tops [protected])

Above which I didn't received sl. No -3 price 740

Desired outcome: Please refund it back

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9:11 am EDT
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Marks and Spencer Hygiene standards

I have just had a terrible experience shopping at M&S at Crewe. The person in front of me in the checkout stood her child with bare feet on the counter where the food is put after it is scanned. I mentioned it to the girl on the checkout before she stated scanning my foot and she just grinned at me and said "I'm sure it will be fine it is only packaging" and commenced to put my foot there. I told her that I was not happy about this, particularly in the current climate. I told her that I was going to report this and she then offered to clean it. I said it was too late now as most of my food had been put there. She said I could report it to the manager who was stood near directing people to the counters. He then walked passed me so I told him about it. She then said, I offered to clean it and I pointed out that it was only after most of the food had been scanned. The manager then said that I was being rude to his colleague. I pointed out that I had not said anything rude I was merely stating the facts, He then said well ok then you are shouting at my colleague and I will not allow this. My voice may have been a little raised by then because of the dismissive attitude to my concerns, but I certainly wasn't shouting at her. If I had shouted at her at any stage he would have heard it when he was stood at the end of the counter. It may only be packaging but I have to then touch the packaging and take it home etc. It is inconceivable and disgusting that any food store should not clean an area where bare (not too clean looking) feet have stood before putting food on it and the response, especially from a Manager was very upsetting. I felt that the manager did not even give consideration to my concerns, he just incorrectly alleged that I was being rude.

Desired outcome: I would like confirmation that this has been raised with the staff concerned with a view to improving hygiene standards and customer service.

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3:14 pm EDT

Marks and Spencer mothers day flowers died within 2 days and one parcel arrived 3 days after mothers day

My daughter ordered 3 different boxes of flowers with other items for Mothers Day. Order number [protected], The first and second boxes arrived on Friday 25th March. In the first box was an orchid. This was lovely but 5 of the flowers had dropped off in the box which was disappointing. The second box contained daffodils, narcissi and a bottle of champagne. The daffodils were fine but the narcissi were fully open and by Sunday (Mothers Day), they were almost dead. See photo. Then the third box which contained a basket of plants and chocolates were fine but they DIDN'T ARRIVE until the Wednesday after Mothers Day. As the boxes were all ordered at exactly the same time then they should have arrived on the same day. It was agood job that I had the other boxes arrived in time otherwise I wouldn't have had a Mothers Day present. Not a very good outcome for a firm like yours. I expected better.

Sorry but I've tried to upload my photo but it wont work

Desired outcome: I would like an apology and compensation for the dead flowers and the box that didn't arrive until 3 days after Mothers Day.

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6:14 am EST

Marks and Spencer Delivery of flowers

On Tuesday morning I was contacted by a friend to ask if I had received some flowers from her the previous day. I had not. I went to my front door to look in the side passage where I thought they might have been put for safekeeping, but instead I found an absolutely soaked cardboard box in front of the front door, not under any cover at all - and it had been raining all night. We were in all the previous evening and so I am sure no-one rang the doorbell. As I was not expecting the gift I had not looked for them. Luckily as they were flowers they were absolutely fine, but pretty much any other gift would have been ruined. I thought you should be aware that the delivery was extremely poor.

Desired outcome: An improvement in the service provided by your delivery company.

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11:03 am EST

Marks and Spencer No beef steak pie

I am puzzled how having chosen what should be a healthier option only to find out the product has 47% fat and how that can be?

my email is [protected]@aol.com

Desired outcome: understanding why a healthy option is far from such

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8:39 am EST
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Marks and Spencer 00604482 = psych now 7.99

On 24 December 2021 I visited Marks and Spencer store in Swansea and bought a few items of food. When I reached home, I noticed the above product on it and, after telephoning them, they could not find the product. They asked me to write to them. I did and had a response saying they would reply within 48 hours. They did not. I chased them up and still have not heard. I have no idea what this product is and I have the feeling that they do not know either! However, if they are charging a number of customers with this sum, they are collecting a large amount of money!

Desired outcome: A response on the product and a refund if they wrongly charged me!

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Update by Eirona
Jan 09, 2022 8:40 am EST

I look forward to hearing from someone.

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3:32 pm EST
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Marks and Spencer Food

My wife recently bought a large (2kg) piece of ham. She would normally have boiled it prior to cooking but there was no mention in the instructions so she assumed that in this case it wasn't necessary. The result was an unpalatably salty piece of meat, hence a waste of money.

We feel the instructions should have been much clearer.

As an aside, whilst looking for the email address I found a complaints phone line charging £3.60 per minute. Is this a deliberate deterrent?

My email address is:

[protected]@sky.com

Bill Barnfield

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10:34 am EST
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Marks and Spencer Christmas turkey

PK006 Collection Free-Range Pembrokeshire Bronze Turkey (Serves 6-8)

Catalogue no: [protected] 1 £55.25 turkey

I ordered a turkey, as above, for a family Christmas meal but we were all extremely disappointed at, not only how dry it was (I followed the cooking instructions) but also that it was tough and very sinewy - so much so that we had trouble separating the legs from the body and later, when it was cold, carving the breast and separating the wings.
Having had M&S turkeys in previous years, I was expecting your usual high standard. But this turkey was the worst one I have ever had, so I was moved to put my complaint in this Email.
[protected]@aol.com

Desired outcome: An apology ??

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6:14 am EST

Marks and Spencer Misleading Money Off Voucher

I received, through the post, from Marks & Spencer a Voucher for £5 off if you spend £30 on food.
As frequent shoppers at M & S Foodhalls in Dundee, my wife and I thought what a nice gesture for Christmas. We shopped in the Dundee Food Hall ( over £33 purchased) and presented our voucher at the Checkout. It was refused. The Operator tried again but had no joy. She then tried to read the conditions but the print was too small. A Supervisor was called who on close examination stated that the Voucher was only valid at BP Service Stations where an M & S food outlet was present!
My wife and I were very disappointed as nothing on the booklet containing the voucher stated that it couldn't be used in a Foodhall!
In the future, if any vouchers are sent to us could you ensure that it states in a readable font size where they are valid?
Both my wife and I are retired with a State Pension and the £5 discount would have been gladly received.
Alas, it would seem that the standards that we have become accustomed to with M & S, sadly, leave a lot to be desired now.

Desired outcome: Apology and a goodwill voucher

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Update by Tom Geoghegan
Dec 07, 2021 6:18 am EST

Voucher

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5:29 am EDT

Marks and Spencer Unethical staff behaviour

At 16 :47 hours on Saturday : 23/10/2021 I was about to leave the aforementioned store having paid for all my shopping and kept the receipts. I had to ask the assisatnt (not a 'named' manger nor a'named' uniformed security guard) who started to question me about the 3 for £10 fish offers I had in my bag, asking had I paid for it, what his name was, as he did not have a name badge on, whereupon I showed him the receipt When Beebee realised his mistake he genuinely said sorry, as did the duty manger Moin who was at his side throughout the whole incident. Moin explained why Beebee was suspicious but I suggested he had no grounds and/or foundation for reaching that decision. I would like an explanation as to why Beebee consciously made that decision. However an assistant whose name badge stated she was Charlotte was leaning up against the check-out barriers watching the situation enfolding, whereupon she decided to roll her eyes and fold her arms in what I can justifiably conclude she was not amused with me at all as she was taking more tha a passing interest in the situation. When challenged about her 'histionics ' and her attitude she denied all knowledge, not once but twice, the 'lost it' telling me to leave the shop and I would never be allowed back in She never even adhered to Moins advice to ' leave it " and eventually stormed off. Not once did Charlotte show any contrition and or an apology. I would ask someone has a 'word' with Charlotte about her incredibly volatile and incendiary attitude. Moin did his best but Charlotte was listening to no-one. I would ask for some compensation and a very thorough explanation as I will not endure being told to leave and never come back in any of your stores by 'anyone' no matter what heir position.

Desired outcome: Renumeratory Compensation

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3:47 am EDT
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Marks and Spencer Exchange of dress material - the view mall, salmiya, kuwait

Sir,

I have purchased some items a couple of weeks back with a discount of cash 15% through blue reward scheme. Last weekend I returned one of the item worth KD 3/- (on which I paid 2/550 after discount) and claimed an exchange of item with the same Sales Price KD 3/-.

The shop, collected from me the discount availed before, ie. KD 0/450 for the exchange. While returning the item, on scanning the item the system showed return of KD 3/- item, which got manually changed by the supervisor to KD 2/550. In my view, the action by the shop is not correct (The shop got back the item worth KD 3/- which is purchased back at KD 2/550).

The Manager (Mr. Mohammed Awad) when I talked was of the opinion that the company policy is maintained, in his preliminary view.

Anyhow, if I am mistaken on my view, please let me know on 00-965-[protected] or [protected]@hotmail.com

Thanks & Best Regards

Shaji Joseph

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7:40 am EDT

Marks and Spencer Chicken & vegetable soup (with hardly any chicken)

I have just purchased a Chicken & Vegetable soup carton.
There are lots of spring vegetables but only 2 tiny pieces of chicken in the whole carton. Maybe it should be called vegetable with added chicken?
I feel cheated!
Marks & Spencer are not the cheapest by any means which is fine if the quality of product is superior. This soup is not!
The barcode batch is M 0711 135 S.

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5:14 am EST

Marks and Spencer Don't use them

I wish I had never ordered from them. They brought me a lot of headaches.
Just like many other people I wanted to buy something new, stylish and fashionable. My sister recommended me Marks and Spencer website and said they have a lot of cool clothes.
So I bought a dress. Received it and was shocked.
First of all, I ordered a dress in plain red, the one I received was in dark red. It was shorter than in the pictures and bigger than my real size. Looked like it was a different dress. Shipped it back. I will never deal with them again. Just a waste of money.

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9:59 am EST
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Marks and Spencer Charge for carrier bag for raw chicken

Went to marks and spencer today 3/11/2015. bought shopping which included a uncooked chicken. When I went to the checkout I was asked if I would like a bag, I replied yes please for the uncooked chicken. The reply was that it will cost you 5 pence. I tried to tell them raw meat is exempt but they were having none of it.They say because it is double wrapped they don't need to supply a bag. Although the packaging was wet from other chickens on display. In the end I bought a bag and had to through this away as it was now contaminated.M&S HAVE NO THOUGHT TO THE CUSTOMER.only money making.all the other three big stores Tesco, Asda, and sainsburys supply a plastic bag no problem.

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7:16 am EDT

Marks and Spencer Padstow extending table

I purchased the table from Marks and Spencer Manchester. After around 18 months I noticed the joints widening and coming apart resulting in splitting on the table top. M&S sent an independent FIRA technician to assess it. He confirmed that it was a manufacturing fault as when the table had been made the joints had not been fixed together correctly. I assumed it would be replaced. However M&S refused to replace it offering me only a 60% refund taking into account the 'usage' I had already had . I paid M&S in good faith for a dining room table manufactured correctly, that I could keep for a lifetime. I am now stuck with a table that is deteriorating quickly due it not being manufactured properly in the first place through no fault of my own, because of Marks and Spencer's 'policy'. To add insult to injury the store told me that had it been an item of clothing I would have received a full refund or replacement despite the 'usage' I would have had from the item of clothing., ..Will never buy from M&S again.

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1:32 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

Marks and Spencer In-store cafe pricing

Taken the children (9 nomths & 4 yrs) out for day and ended up at Basingstoke shopping centre looking for somewhere to grab som sandwhiches for lunch. Ended up in M&S inside 'cafe' which was really jjust a small area of tables and a coffee bar. Couldn't believe my eyes when they wanted to charge £3.50 for a single egg sandwhich that retails for less than £1.50 in their own foodhall downstairs. Lunch consisting of 3 sandwhiches and 2 cups of coffee cost £18. I wonder how much preying on elderly and young families is going on as pricing is certainly not in line with the product beign offered. M&S used to be a trustworthy brand but appears to be trying to rip-off customers and every opportunity now.

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TwinkleTwinkle
TwinkleTwinkle
Liverpool, GB
Jul 11, 2011 8:48 pm EDT
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I would have bought the sandwiches from downstairs and found somewhere else to sit at the end of the day if people are going to pay it the m and s are going to continue to sell them at that price,

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4:27 pm EDT
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Marks and Spencer Cancellation of labor card

dear sir,
good day
first iam sorry to send that kind of complaint.
but the situation on your branch in Abu Dhabi is so bad because the management team there are acting not profisional .
actually my coplaint is about cancellation of the labor card of my wife that was belongs in that branch as part time employee since october 2008 till march 25, 2010 and since she stop work till now they didnt process the cancellation of her labor card and when i went to know what is wrong the manager on duty(Diana) tell me(its late because we are a big company ) so understand that BIG COMPANY = SLOW PROCEDURE! and second day i called the head office in Dubai to touch with HRD dept. i found that its more hard to rich them on the phone so on the end call the customer coplaint to discusss this matter and they promise me that they will feedme back but and no body call me .i think that is the company cultured that they not care because its a big company and they are so busy so i deside to submmit this complaint to you because if they are doing that with thier team how about thier customers ?
thanks & regards
yehya sakr
tel. [protected]
e-mail : [protected]@yahoo.com

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1:31 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Marks and Spencer This is not just bad service. This is m&s bad service

--------------------------------------------------------------------------------

I have just had a bad online shopping service from Marks and Spencers. I ordered a gift to be sent to my neice for her birthday on the 21st November. As it was important that it arrived on the day I paid an extra £4.95 for a nominated delivery. The gift was not delivered until the 25th. This was no use as I had the gift delivered to her mum's house wher she was visiting for her birthday and she had already left and won't be home again till Christmas. When I phoned to complain I was told I could have the £4.95 returned to me I said that this was not enough to compensate for the fact that my neice received no gift on her birthday, and I was offered £10 credit on my internet account. I told them I had no intention of shopping with them since I was very upset that my order had not been delivered on the nominated day, and no one had e- mailed to let mae know. My neice thought I had forgotten her birthday for the first time in her life. No other compensation was offered and the attitude of the person taking the call was disinterested. This is not just bad service, this is M&S bad service!

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Nichola Sherbourne
Leeds, GB
Feb 10, 2009 7:23 am EST

I have since contacted my local environmental health who are investigating the stone found in my Marks & Spencers product, they collected this from me and are looking into to the company who produce this for for M&S. I will keep you posted as to my outcome as i am awaiting on Lab results & M&S to make contact as their complaints procedures are disgraceful!

J
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J JACOBS
DARTFORD, GB
May 14, 2010 10:34 am EDT

My daugther sent flowers for my 76th birthday which was on the 13th may i have not recived them yet she order them on the inter net from w australia and is very disapointefd i have always had flowers from m / s and i don't know what gone worng this time

Mrs j jacob

My e. Mail address is pendenna2@aol.com waiting for a rep;y thank you

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eiramesor
, GB
Feb 23, 2010 2:26 am EST

I ordered a dress by phone with Marks and Spencer a week ago and paid by my credit card. It was in stock and was to be delivered to my local store.As far as I was concerned I had purchased this dress at the time of phoning.I have now received an e.mail telling me it is not coming as it's out of stock? I bought it last week it's mine, where has it gone?.I have wasted muy time, and Marks and Spencer don't give a hoot.
Will never buy like this again from them it's dishonest behaviour. Shame Marks and Spencer.

S
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slayaa
, GB
Feb 20, 2010 11:05 am EST

I agree I had a similar thing, they are a bunch of incompitent c***ts, don't use them, seriously!

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12:16 pm EST

Marks and Spencer Food order service - unable to use vouchers

I kept some gift vouchers this year for Marks and Spencers, specifically to purchase food for Christmas dinner. The voucher clearly states that it can be used for food and drink. Today I have attempted to order food from one of the Marks and Spencer outlets (using the christmas order form) and was clearly told that the till could not accept vouchers as a deposit for our Christmas dinner. I have spoken to someone at head office and she was not able to comment about this initially and had to contact the store directly. She has since called me back and now advised me that I need to pay by either cash or card. Apparently the order book says that vouchers cannot be used. This obviously contradicts the back of the gift voucher? Poor communication and bad customer service.

I would be interested to hear if anyone else has had a similar experience?

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PATRICIA ASHBY
, GB
Oct 14, 2009 1:16 pm EDT

SIR, I RETURNED A WHITE SCHOOL TEE SHIRT 5 WEEKS AGO COMPLAINING THAT IT WAS BOUGHT STATING THAT IT WAS STAINPROOF AND HAVE'NT HAD A REPLY. THE TEE SHIRT WAS IN A PACK OF 3 AND NONE OF THE STAINS ON ANY OF THE TEE SHIRTS CAME OUT. THE GOODS WERE RETURNED TO YOUR OFFICE AT WATERSIDE HOUSE IN LONDON ON THE 21/09/2009. PLEASE COULD YOU LOOK INTO THIS MATTER. THANKYOU. YOURS SINCERELY MRS P ASHBY.

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5:52 am EDT
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Marks and Spencer - See below

Please see below: most disappointing from Marks and Spencers. They ask you to send on an email to 8 friends in return for some vouchers for their special products in store. but when you submit the email bounces back. This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of...

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Marks and Spencer In-depth Review

Overview of Marks and Spencer: Marks and Spencer is a well-established British retailer that offers a wide range of products, including clothing, home goods, and food. With a history dating back over 135 years, the brand is known for its quality and reliability.

Product Range and Quality: Marks and Spencer offers a diverse range of products, catering to various needs and preferences. Their clothing line includes stylish and timeless pieces for men, women, and children, while their home goods section offers a variety of high-quality items for every room. Additionally, their food selection is known for its freshness and premium quality.

Pricing and Value for Money: While Marks and Spencer's products may be slightly pricier compared to some competitors, the brand's commitment to quality justifies the cost. Customers can expect to receive value for their money, as the products are durable and long-lasting.

Customer Service and Support: Marks and Spencer prides itself on providing excellent customer service. Their knowledgeable and friendly staff are always ready to assist customers with any queries or concerns. The brand also offers various support channels, including phone, email, and live chat, ensuring that customers can easily reach out for assistance.

Online Shopping Experience: Marks and Spencer's online shopping platform is user-friendly and intuitive. The website offers detailed product descriptions, clear images, and customer reviews, helping shoppers make informed decisions. The checkout process is smooth, and delivery options are convenient, making online shopping a hassle-free experience.

Physical Store Experience: Marks and Spencer's physical stores are well-maintained and organized, providing a pleasant shopping environment. The staff is attentive and helpful, ensuring that customers have a positive in-store experience. The stores are conveniently located, making them easily accessible to shoppers.

Sustainability and Ethical Practices: Marks and Spencer is committed to sustainability and ethical practices. The brand actively works towards reducing its environmental impact, using sustainable materials, and supporting fair trade. They also have initiatives in place to promote diversity and inclusivity within their workforce.

Delivery and Returns Process: Marks and Spencer offers reliable and efficient delivery services. Customers can choose from various delivery options, including standard and express delivery. The brand also has a hassle-free returns process, allowing customers to return or exchange products easily if needed.

Loyalty Program and Rewards: Marks and Spencer's loyalty program, Sparks, offers exclusive benefits and rewards to its members. Customers can earn points on their purchases, enjoy personalized offers, and gain access to special events. The program enhances the overall shopping experience and provides additional value to loyal customers.

Competitor Comparison: When compared to its competitors, Marks and Spencer stands out for its commitment to quality and customer service. While some competitors may offer lower prices, Marks and Spencer's products are known for their durability and longevity, making them a worthwhile investment.

Overall Rating and Recommendation: Overall, Marks and Spencer is a reputable retailer that offers a wide range of high-quality products. With excellent customer service, convenient online and in-store experiences, and a commitment to sustainability, the brand is highly recommended for those seeking reliable and stylish goods.

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