Marks and Spencer Reviews 

M&S uses its policy limit of five days to start the refund process even if it receives the returned goods within a day. In addition, it delays the refund hitting the customer’s bank account by another 3-4 days. Yet, it has no problem in taking your money immediately when you purchase their goods. The deliberately planned delays in refunding erodes trust in the M&S brand. I am tempted to buy several goods and return them so that they also suffer a penalty in retaliation for behaving badly with refunds.

I bought the King Prawn Thermador Gratins and had to stop eating immediately due to the taste. On inspection, every prawn contained thick, black intestinal tracts that had not been removed. Because the prawns are covered in sauce, this isn’t visible during cooking, making it a hidden quality issue rather than a one-off.

What was more concerning was how M&S handled the complaint. Despite providing clear photographic evidence, I was told the issue would not even be considered for investigation or refund unless I physically returned the removed intestinal tracts. This felt like an unnecessary barrier, as the returned tracts could add no investigative value – any of these products would show the same problem. Nonetheless, I purchased another Gratin, removed the tracts, and returned them.

Although my complaint was addressed to the Customer Service Director, it was never actually reviewed at that level. Instead, it was handled entirely by a junior team member, whose responses were wholly inappropriate (aggressive, casual, and unprofessional), he had tried to withhold his name. However, as M&S would not share the outcome of its investigation, I submitted a DSAR, this inadvertently disclosed his full name (revealing his lack of relevant experience) and informed it had done nothing to address the food problem.

It is also notable that this product cannot be reviewed on the M&S website, limiting customers’ ability to share experiences or raise concerns.

I found the King Prawn Thermador Gratins to be a poor-quality product. If in doubt, remove one prawn from the sauce and inspect it before cooking.

I use M&S alot for click and collect which i cannot fault.
The website is nice and easy to navigate, ordering is straightforward.
Select my local Simply Food branch and the order is there within a couple of days.
What more would you want.

I usually love M&S products and sending them as gifts as well as buying things for myself. However, I just bought a gift online and rang customer service because there was no option at all to add a gift message. Customer service informed me that you can only send flowers and hampers as gifts?! They said they could not add a message!! This seems ridiculous when they sell so many items that could be sent as gifts? Very disappointing!

Online setting up an account and ordering was hopeless. Insisted that I live In Jersey, which I don't. Tried to change delivery address multiple times and then eventually ordered. Guess what? Delivery address defaulted back to Jersey. Phoned customer help who could see the order but couldn't change address or cancel order. Advised to wait a week until confirmation that order address was incorrect and then re-order. I fear trouble ahead!! Come on M&S you can do so much better than this.

I bought a dress online, delivered to my home address. The quality was poor and after wearing it one day for a few hours it had rubbed and worn leaving a bobbly white patch on the purple dress.
I have three issues here with M&S:

1. The poor quality of the clothing. (They blamed it on an external manufacturer.)

2. They insisted that I must return it to store myself, in person. This meant a 40 mile round trip at my own expense plus parking costs.

The Consumer Rights Act 2015 states: 'Whether or not the consumer has a duty to return the rejected goods, the trader must bear any reasonable costs of returning them, other than any costs incurred by the consumer in returning the goods in person to the place where the consumer took physical possession of them.'

I did not take physical possession of these goods at the clothing store so I should not have been expected to pay the costs of returning them there.

3. They refunded the dress without question but not the delivery costs. They told me I wasn't entitled to have the delivery costs refunded as it had been delivered on time.

The Consumer Rights Act 2015 states: 'To the extent that the consumer paid money under the contract, the consumer is entitled to receive back the same amount of money.'

That suggests that I shouldn't be out of pocket or expected to foot the bill for delivery of faulty goods. After arguing the point with Customer Services over the phone I was finally refunded the delivery costs but made to feel that they were doing me a favour that I wasn't entitled to.

I am very disappointed in both the quality of their goods and their customer service.

Received a gorgeous Mothers Day Bouquet.

Still beautiful today!

Bought 3 pairs of pyjamas for my mother who is in a hospice in Salisbury. This was an emergency order so paid the premium postage for next day delivery. Got a notification from D.P.D that they were waiting for the items to arrive from m&s.
2 days later and still no delivery.
The lady on the phone was most apologetic, however this doesn't help my mum who desperately needed these pyjamas before I could get back to see her!
VERY POOR SHOW M&S.😡

My granddaughter sent me roses for my birthday 7 March whoever delivered them left them on the front doorstep I was out for the day so they were I brilliant sunshine When I got in opened them they were dead with in days Didn’t have the heart to her Don’t buy flowers from Marks and Spencer’s

Ordered as guest no confirmation email as was Sunday rang Monday. They sent me the email but put the persons they were going too as the billing
Contract again doesn’t matter it’s definitely going to her
Late evening night before delivery received an email delivery between 7am n 9am. As was a surprise I arranged for her to be up n about.
9am message now between 11am m 12 I knew she was going out t 1050. Rang again couldn’t do anything is there safe place to leave I had no idea she couldn’t do anything.
Delivered at 1110 am but she was out and I received a delivery notice but no idea where they had been delivered too.
Eventually she got them so assumed it was neighbours.all flowers are open none in bud
Very disappointed from start to finish so definitely won’t order from M&S again

2 bunches of flowers received for Mothers Day, both have dead flowers within 1 day.

Beware of Ghost Order

I placed a large order for clothing, paid with my card, got a confirmation email. When I tried to collect I was told the order did not exist! They cited statistics of 1 in 10 online orders are ghost orders. While I fight to get my money back, I am told to just reorder. Sad to hear, as I was quite excited to try them again with their new lines of clothing. This broke my trust in the brand.

Follow up to appalling delivery service 4 days ago
I have been sent an e gift card as a refund which is acceptable as I tried to purchase with a gift card but due to M&S using EVRI it didn’t arrive. I have not been refunded my postage! Terrible way to treat customers, I shall give the e card away as i obviously will not receive any potential purchase and I do not wish to set foot in any of the stores. The one star is for the pleasant people on the telephone.

My Husband was buying two pair of jeans at M&S in Cribbs Causeway, thinking I could just use a voucher (a lifestyle one) that have been given to me as a gift. Having reached the till a young lady called Macy explained that I had to create an online account in order to use my voucher and she said it wouldn’t take a minute and I could set one up now. Well, in my case, it took much longer than a minute. She was kind enough to take time to help me set up the account, as I wasn’t very good with the technology. Thank you so much for being patient and helpful. A five star service!

M&S old English sausages, awful, skin tough as old boots and taste is not good. Bought 2 pkts, 2nd pkt going in bin, just vile

Received flowers for Mother's Day ,on opening roses were already going brown on petals and rose buds were drooping. Very poor quality for price charged.

30 minutes on the phone to get a discount they sent me by email and wouldn’t work because flowers ordered were late. Gave up in the end. What has happened to the once great brand M&S. Asked to be put through to a manager and got disconnected after 20 minutes. Another ten minutes on again to speak to a Manager who needed to speak to their manager about what would amount to £3 discount for them failing to deliver flowers on time.

Stock availability is not up to date. Called in store to buy an item that was showing in stock, it was actually out of stock in store, wasted visit. Member of staff said the website is only updated every 24 hours. No point showing store availability if it is not up to date. Just ordered and paid for a pair of shoes that showed in stock. Later received an email saying order cancelled as not in stock. M&S need to sort this issue out to avoid wasting customer’s time.

Clothing order online.
Fine no issues, returns easy enough and refund in good time.
Would be better if lowered min order for free postage.

Online order from M&S shipped with Evri. Why would they use a courier with such a bad reputation. Evri app says my parcel has been delivered but it has not.
Come on M&S i expect better from you