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Marks and Spencer Reviews and Complaints

Marks and Spencer review: Online order issue

Julia C Evans of US

Dec 21, 2025 9:30 pm EST

Verified customer

Featured review

On 8 December 2025 I placed two online orders, Christmas gifts for delivery as I live in Australia. Payments for both hampers were deducted from my bank, but I only received one email confirmation. I sent an email to M&S on the 8th and asked that they confirm both orders were going to be processed correctly because I had only received confirmation of one. Between 8 to 21 December, I have had to send 9 emails in an attempt to have my query answered. The responses I have received from M&S have been unhelpful and they have not tried to understand the problem I've raised.
It took 14 days for M&S to work out that something went wrong during the ordering process, as they have advised me that ‘there is a second order on the system but when the order was placed, the recipient’s details were entered under the “Ordering Customer” section at checkout. Because of this, the order is now showing as being placed and billed to the recipient, rather than yourself. As a result, the order is linked to the recipient’s personal details, and under GDPR regulations, we’re only able to discuss the specifics of that order with the person whose name it’s registered under’.
As a result, I have had to ask the person who is receiving the gift to contact them, when it’s a Christmas present that was a surprise for them. To say this is disappointing is an understatement when M&S can clearly see from their systems that it’s my email address on the orders, the details I have provided demonstrate that it was me who placed the orders and all I’ve asked for is confirmation that the order will be delivered. I’m not asking for anything other than that. M&S customer service has been woeful, caused me a lot of stress and time wasted having to send multiple emails to have something relatively simple resolved. At the time of writing this (22/12) I still don’t know if the gift I paid for will be delivered.
I won’t be ordered again from M&S.

Desired outcome: I would like my issue to be noted as a formal complaint and for M&S to determine an outcome that is appropriate for my time and effort in trying to get this simple query resolved.

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Marks and Spencer Contacts

Marks and Spencer phone numbers

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38%
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More phone numbers

Marks and Spencer emails

customer.service.international@marksandspencer.com

100%
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Support

nutrition@marksandspencer.com

84%
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Marks and Spencer address

Waterside House, 35 North Wharf Road, London, W21NW, United Kingdom

Marks and Spencer social media
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Dec 22, 2025
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