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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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12:00 am EST

Marks and Spencer Late delivery

Ordered 6 clothing items as Christmas presents to be delivered on 21/12/07. Friend waited at my house from 8.30am to 6.00pm, no delivery. When I got home and looked on their web site I found the delivery had been changed to 28/12/07. Not any use as Christmas presents! Also I had received 2 emails saying vaguely that "one or more" of my items had been cancelled. On emailing was told by email that they were sorry and I would be getting a free £28.00 bottle of champange and £25.00 promotion put on my account. On checking my account there was an order for the champange with £25.00 deducted from the price and my c/c would be charged £3.00! Emailed again and was emailed, very sorry, there had been another mistake made and it would be sorted and they would deduct the hamper price. I DIDN'T ORDER A HAMPER They reduced the price by a few pounds on each remaining item. I checked with the local M&S and found that all but one had been drastically reduced in their sale. I DID NOT GET THEM AT THE REDUCED PRICE even though the sale had started and they had delivered late. Having nothing much to do over Christmas I busied myself idly looking though M&S on-line, putting various items into the basket for future looking even though I had no intention of buying. Imagine my surprise on checking my account to find that I had bought them but at no cost for each item! I then received an email thanking me for my order and saying £192.00 would be deducted from my c/c. I again emailed asking what is going on,so far no reply. I also took 3 items back for my elderly relatives which still had the price tags on them. I was refused any sort of refund as I didn't have the receipt. My sister had sent them from South Africa intentionally leaving tags so could they be taken back. M&S are trading on their old reputation, but the customer only finds out when there is a problem that they now do not have any interest in their customers, only their money

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12:00 am EST
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Marks and Spencer Misleading information

M&S lists products as available for delivery when they are not... It is a totally misleading site which can waste hours. The stock availability is not updated frequently , even the staff in online services do not know. the syatem sometimes can take orders for items which are not, and never will be in stock. It is a shambles .

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Bruno Vandelanotte
, US
Aug 21, 2017 9:41 am EDT

I try to purchase pants from M&S on line :
saturday 19 August order payment through Sofort, payment accepted but order unknown. After several emails and calls seems issue and they will refund the amount.
monday 21 august order payment though Sofort payment accepted but still no order number. Call helpdesk same issue.
Maybe they need a new ICT manager or a full new management.

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sandyb127
, US
Dec 17, 2015 9:34 pm EST
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I ordered a gift for a (Birthday Dec.18th) from Spencers online BIG mistake because there is one half hour away. I put my order in on Dec. 12th and the first shipping info showed delivery Dec. 16th then it was changed to Dec 19th now it is showing 21st really, coming from Ohio to Ohare area. I called customer service and they were rude and seem not to care at all. I will never order online from Spencers again. I had to go buy another gift since this one has not shown up yet. Sandra Baxter

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villacis
London, GB
Dec 28, 2013 8:23 am EST

TO: YOUR SCHOOL UNIFORM. You are bad company, took money from my bank account and I have 3 days hoping you send me what I bought And do not give me reason for what is happening. But is better to cancel order and return my money.

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Bernette Johnson
Birmingham, GB
Dec 22, 2013 3:11 pm EST
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I am very upset by marks and spencer attitude towards online buyers. I made an online purchased for turkey and deposited £20.00 and was given a voucher which stated spend £15.00 save £3 on food, wine or flowers valid from 14th to 30th Nov 2013. I was told I cannot use this voucher because it exclude online buyers. I think this is disgusting because it makes no sense to me. I finally spent £58.85 in marks and spencer so I have still spent money in your retailer. Could you explained why I have been punished for spending money ONLINE. This is clearly on fair I therefore, I feel unlikely to want to spend any more money in m&s after 30 years. You should be nicer to your loyal customers! The Fort Retail Park 24 Park Way.

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Terri Clarke
Warrington, GB
Sep 11, 2011 2:00 pm EDT
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We visited the Gemini branch of Marks and Spencer in Warrington this morning hoping to find some breakfast, granted we are not regular users of the cafe's but have done so from time to time over the years and have never had cause to complain. The original restaurant disappeared when they revamped the store and two new ones were put in place neither of which can compare favourably with the food that used to be on offer at a reasonable price. This morning having run the gauntlet of the new cafe in terms of where to order food we then received what had been described as all day breakfasts, what arrived was not fit to eat, it consisted of three thin slices of portebello mushroom once chipolate sausage sliced in half and one small thin slice of streaky undercooked bacon all sandwiched together on a ciabatta bun the size of a bread roll with what looked suspiciously like warmed up egg mayonnaise. The lot topped off with a liberal pasting of some sort of brown goo which was the only thing that could be tasted, perhaps this was deliberate attempt to mask the awfulness of the whole offering at £3.50 a go. Marks always boasted that the food served in the restaurants was the same as the food sold in their food shops and charged accordingly. If what we were presented with today, a microwaved in flight mess, is any indication of what they now sell I will not be rushing to buy there any time soon. I am appalled and disgusted and disappointed at the depths to which this store has plummeted, they may have refurbished the store but the makeover to the food is no improvement
Terri C

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cherry Sy
, SA
Aug 23, 2011 6:39 pm EDT
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Hi Marks &Spencers team,
I'd like to make a complain on your staff name JOHANA at your Lingerie dept.yesterday i went to your outlet at Paragon and i asked something from which i cant find it, but to my surprise she show me her attitude that not willingly to help me.she just pass it to me the items and walked out from my sight.i feel that why i got snobed by this foreigner downhere which this country belongs to us.i hope you all can transfer her out to other outlet coz i really hate to see her around there again.im one of your regular customer at Paragon.
Thank you.
cherry Sy _ cherrysy91@yahoo.com

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wilt 60
, CY
Jul 02, 2011 3:57 pm EDT
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Dear sir / madam

I would like to bring to your attention about an item i purchased from your marks and spencer branch in Swindon on March 2011. Product number 6162 160. Ladies beach dress. It says this item can be washed on a 40 wash. I actually did it on a 30 wash and it shrunk. It has now been washed twice and is no longer a dress but a blouse! It also happened to a friend who bought two dressed at the same time. I think i should bring this to your attention as the material is either faulty or washing instructions are incorrect.

King regards
Gill Buller (Mrs)

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kath padley
Grimsby, GB
Nov 14, 2010 7:01 pm EST

Beware 3 for 2 offers. I saved from my pension to buy special deserts for my once a year family party, and thought i was doing really well getting 1 free. Whilst choosing them i noticed 3 for 2 on frozen stuffing so added 3 to my trolly. I realised after returning home that i had been charged for 3 very expensive desserts and 1 pack of stuffing, giving me 2 packs of stuffing free, not 1 of each as i had expected. Could the lady serving me not have pointed this out to me and done 2 seperate transactions saving me much needed mony. I was the only person being served, so no excuse of being too busy to notice. Very upset pensioner.

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disso
, ES
Jun 03, 2010 8:49 am EDT
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I received goods from Marks and Spencer that were very ill fitting, so I phoned, explaining that because I live in Spain the cost of sending the goods back certificado would be very expensive. They agreed to pay providing I had proof of payment.
So 15 euros later, I called Marks and Spencer to give them the certificate number and told them the cost. Today I received a letter of refund for goods only, so I phoned once again only to be told it was not company policy to pay for returned goods and when Ii explained that I was told they would pay, it was not company policy they repeated.
II will never buy from the store again. To date, two pair of shoddy trousers have cost me 70 pound.
Beware before you buy on line.

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looploolly
Oakham, GB
Dec 22, 2009 10:01 am EST

The website is unreliable. I ordered things for Christmas and was only told today (22nd Dec) that they were out of stock - items that were in stock were not even sent as M&S were waiting for the whole order. I am snowed in and have two babies so going shopping is not an option for me with only 2 days to Christmas! They have still taken my payment so I will have to return the delivery when it does finally arrive - more hassle. This has really lowered M&S in my estimations and I will not be using them in the future. Their product quality has gone downhill anyway.

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12:00 am EDT
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Marks and Spencer I will not order off them again!

Marks and Spencer - www.marksandspencer.com

I placed an order last night on the Internet to be delivered to a relatives address and had a confirmation reply stating delivery 3rd-22 Dec which was fine as I requested it was a Christmas order.

I then checked my order in 'My Account' on their web-site only to read. o expect delivery 5th Nov. Then within 1 hr of me placing the order and (as the recipients will think I am bonkers) sending a Christmas gift so early, I attempted to cancel it.. via e-mail direct to M&S. They replied within first thing this morning after only having the order overnight to say it was not possible to cancel it as it was 'on its way'. I e-mailed again several times during today to say that according to their confirmation invoice sent to me via e-mail, they would be sending me an e-mail again once the goods were dispatched... however this has not yet happened, so how can it be 'on its way?' I e-mailed yet again to tell them this, but they will not budge and insist they cannot cancel my order and it will be delivered. My complaint is, that, why are companies allowed to tell consumers in confirmation e-mails one date and then just do their own thing and expect us to fall in line? How can I refuse delivery if it is being delivered elsewhere, and I now have to contact these people and explain things and I am out of the country as it happens, more costs to myself. Marks and Spencer just don't seem to care one way or another. I only made the order late last night! Surely consumers should have at least 24hrs to cancel an order. And I will not order off them again. Regards. M. Hewitt.

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janetslessor@hotmail.co.uk
York, GB
Mar 16, 2024 3:50 pm EDT
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Tried to contact customer services yesterday to make complaint about flowers that were sent to me for mothers day yesterday. First time staff hung up on me after10mins on hold and second time as I couldn't provide an order they hung up on me again. Tried later on day with no help-appalled at service and will certainly not recommend them.

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Vincent obrien
Lisburn, GB
Jan 28, 2024 8:34 am EST
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I was in your sprucefield store today 20.01.24 at 12.09pm & when I got home I noticed I was charged twice for the same pizza on my receipt which I only bought 1 of.

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Hennierabbit
YORK, GB
Jan 08, 2024 1:26 am EST
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Vanguard Park M & S coffee shop

The coffee quality is, once again, very poor and weak. So disappointing, when the café is a welcoming break from shopping. Good layout, lovely service staff, but UGH the coffee is like water! The scones were lovely, however...but there's never enough cheese for my husband in his cheese scone...

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Stewart Jones
, US
Jan 07, 2024 3:48 pm EST
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We purchased these crisps at M&S Loughborough . Best before 30/04/2024 .Bar Code M [protected] S.

Used them as pre dinner drinks nibbles . Every one felt that they had no taste and were very bland . Waste of money

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Patricia Goode
, US
Nov 13, 2023 8:33 pm EST
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Your latest advert is an utter disgrace, completely against all Christian and Christmas traditions. How on earth did you and your advertising agency think it was suitable to show fire risks and violence in any form. I, along with many others, will not be shopping in future with your company.

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Alimentary London
, US
Aug 22, 2023 9:16 pm EDT
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No easy way to send an e mail.Apparently according to the M and S site e mails are verboten.

Chat bot and chat human know absolutely nothing and you can't send a screenshot via chat to illustrate the problem.

A waste of 35 minutes.

Better to e mail the CEO directly.

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Chris Higgs
, US
Mar 14, 2023 12:41 am EDT

Order 301_0043493_2853952. Boots arrived wet and damaged they have been previously worn. No more in stock. Boots purchased as a present for a friend. Very disappointed will not order again from M&S. Purchased for holiday trip. Will leave negative review on TripAdvisor etc.😔

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the potting shed
Chard, GB
Mar 11, 2023 5:58 pm EST
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Purchased today in Taunton at 2pm.

Filthy taste and far too much potato,

Lack of sauce and very stodgy.

I bought two packs and have thrown them away.

Very disappointed and will not return.

Having watched recent TV, I will shop at Waitrose next time.

I have my full receipt too

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robert ellis williams
, US
Jan 15, 2023 12:05 am EST

08/01/23

18:00

having just eaten the chicken madras and pilau rice.

i found the main not up to usual standard, it was watered down and it lacked the usual heat.

very disappointed.

the use by date is 11/01/2023

the bar code is m 0661 713 s

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john d shaw
BIRMINGHAM, GB
Jan 07, 2023 3:29 pm EST

first both my wife and I love shopping in your stores in particular Longbridge and selly oak stores. but how do you sell out of date news papers yesterday was three days out of date, this has happened twice in both stores.

pricing labels on food and drink is not compatible with your tills. not by pennies, by pounds this surely is incorrect.

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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