Marks and Spencer Reviews 14,435

Bought a shirt online from M&S. Was really good value and it arrived much more quickly than I'd expected.

Quality is top class as well. Will definitely be buying more from them for summer.

Bought the Jasmine Lace Wired Push Up Plunge Bra in 34A and love it so much! First bra that has actually fitted properly and looks great. Great customer service, thank you!

Made an online order on M&S Spain (I live in Spain) website, today I’ve received notification that I have to pay €41 to customs on delivery cos apparently the order comes from UK!! So buyers beware

Ordered Sunday for Tuesday delivery. One part of a bundle (useless on its own) wasn't delivered Tuesday. Called Wednesday to query when it would come and was told it was at the store but not logged in. The store manager checked and said it wasn't. Called back and now told the original information was wrong. It's now Thursday.

A next working day delivery (Sunday was late so cut-off means Monday processing) now looking like end of the week.

Customer service yesterday were apologetic but didn't offer to ship it to me directly at home which was available on the website for next day.

This isn't customer service.

Absolutely disgusting that M & S wont reload an expired gift card and its only 4 months over! There is a valid reason why it wasn't used and they can't even tell me where the money has gone.
£60 to loose is alot of money and would never Shop using this company again!
Customer Service was no help whatsoever!

I recently bought a white Amelia full cup underwired bra and matching bikini knickers from M&S. The bra is one of the most comfortable bras I've worn and the knickers are lovely and comfortable. I've just ordered a black Amelia bra and another set of matching knickers. I will recommend this underwear range to my friends.

My partner and I have been loyal customer at the M&S Slough Bath Road store for years, so this experience was genuinely disappointing.

Today I visited to order a birthday cake for my daughter, as I’ve done many times before. She had specifically chosen a red velvet cake she saw on the website. A member of staff initially helped me, and he was polite and attentive. However, when he couldn’t find an option to add “Happy Birthday” to the cake, he asked the manager, Semritar, for assistance.

Unfortunately, the manager was not helpful at all. She told me that it wasn’t possible to add a birthday message to that particular cake and suggested I choose a different one instead. I found this quite surprising and frustrating. When I asked why, she simply repeated that there was no option available. I then asked whether the cakes were pre-made, and she said they were made to order. Naturally, this made me question why a simple “Happy Birthday” message couldn’t be added.

Instead of offering a solution or showing any willingness to help, she dismissed my concern and walked away, leaving the staff member to continue assisting me. This lack of customer care and basic problem-solving was very disappointing, especially from someone in a managerial position.

I’ve always had positive experiences at this store, which made this situation even more unexpected. I hope this feedback is taken seriously so that customer service can improve in the future

Marks and Spencer Raven-shill Park Bexhill... Just driven home (30 minute drive) and I am furious.
My husband bought trousers and when about to hang them up I notice they had 'tramline' pressing marks instead of a single sharp crease on each leg. On examining closely the permanent crease is also at a long 45 degree angle in middle of an outer leg. Where is the quality control here?
Then the x 3 Union Jack shortbread tins I intended to take to America for family on Sunday have a sell by date of 26 MARCH 2026🤬😡. I now have to drive all the way back over to get a refund when my timeline is short. Not good enough M&S

I ordered 2 pillows and a pair of espadrilles. The espadrilles arrived by Royal Mail, postman rang the bell and handed me the shoes. Onto the pillows...... M&S said they were being delivered by their "trusted courier". I hadn't realised it would be Evri when they said "trusted". I received notification that my parcel had been "delivered to a safe place". When I went outside, the parcel was dumped on my doorstep. There is a huge greenhouse alongside where the courier could leave it but it was maybe too much of a problem for him. To make matters worse, one of the pillows had a dirty mark along one side. I'd rather go to a store but live too far away, but from this experience, maybe I'll just stick to John Lewis online.

I’m really disappointed with my recent experience with Marks & Spencer.

I first ordered a pair of pink blush curtains, but the colour didn’t match what was shown online, so I returned them for a refund. After receiving my refund, I ordered another pair in cream. While the colour was perfect, the curtains arrived with a black stain on them and the packaging was ripped.

I find it very frustrating that an item in that condition was sent out in the first place, as it should have been noticed during packing. It feels like there is a lack of quality control.

To make matters worse, I have just moved house and urgently need curtains, so this has left me without any to hang in my room.

Overall, this has been a disappointing experience from a brand I expected better from.

OMG! If I didn't think M&S credit card couldn't get worse then they remove the option to pay your balance by debit card, unbelievable! What morons. I am so happy I'm leaving. NEVER will I ever go back to M&S for a credit card, they couldn't pay me to take one. We're done.
PS. Have told anyone who's asked do NOT for with Marks and Spencer.

Always can trust marks to deliver amazing clothes - thank you for still caring how we look xx keep going we are always behind you!

I ordered a size 8 item and they sent me size 4. It doesn't say anywhere on their website that you have to order in UK sizes, which is different from canadian sizes. So now I have items that I cannot use.

Just seen the new Sparks card! What nutcase in their PR department thought this up? Gone are the useful money off in my pocket . Now one has to spend over a certain amount in a certain time which goes back into another card. Which you have to spend at M&S only .stupid

My wife and I were illeagally detained in the street after visiting the Loughton Branch of Marks and Spencers - this is the letter that I wrote. We have received no apology or adequate explanation. Here is the letter - 'I am writing to make a formal complaint regarding an incident that occurred at your Loughton Marks & Spencer store, High Road, Loughton, at approximately 13:50 on Sunday 8 February.
I was shopping with my wife, who had completed her purchase using the Scan & Shop feature within the M&S app, following the process correctly and carefully. Payment was completed in full within the app. After leaving the store, while we were on the public pavement outside, a male member of staff, later identified as Ratan, ran out of the store and began shouting at my wife, demanding that she stop and show her purchases.
This confrontation took place in public, after we had exited the store, and caused my wife significant distress and humiliation. She immediately showed the open app confirming that all items had been scanned and paid for correctly, at which point it was clear there was no issue with the transaction.
I want to be very clear that:
We were no longer on store premises.
There was no attempt to leave without payment.
Any query should have been handled calmly, discreetly, and inside the store, not by shouting at a customer in the street.
My wife and I are both in our 60s. My wife is a professional woman and a long-standing M&S customer. Being publicly challenged in this manner was deeply upsetting and entirely unnecessary. We have spent thousands of pounds with M&S over the years, and yet we are treated like criminals. Regardless of circumstances, this is not an acceptable way for customers to be treated.
I am requesting:
A written apology for the way this situation was handled
Confirmation that this incident will be reviewed with the store management team
Assurance that staff are properly trained on how Scan & Shop checks should be conducted, particularly with regard to customer dignity and conduct outside store premises
We have always regarded Marks & Spencer as a retailer that values professionalism and respect. This experience fell well short of that standard, and I hope you will treat this complaint seriously.
I look forward to your response.' After the incident i reported it to the appropriate M&S complaints team members and to the CEO's available email (I was contact by a member of his office team). I notified M&S within 24 hours of the incident. When I was eventually contacted by the CE's office person I was told that the CCTV (which would have shown my wife being stopped outside on the pavement - not on the premises of the store - was deleted. I was extremely suspicious of this explanation as it didn't ring true. The store manager could have reviewed the CCTV - exact time and date and seen exactly what I described. All I wanted was for my wife to receive an apology for being incorrectly stopped and detained when going about her lawful business. No such apology was received.

Website experience awful. Such a long process. Wanted 2 items, processing of order was constantly delayed and not working. Followed all the protocal to reset password and no success with the same message. Honestly just easier to travel to the store but then again not enough of size options available..

I recently purchased a bedding set featuring embroidered accents, the dye from which leached into the cream background after a single wash.

The response from CS was unhelpful to say the least. M&S built their reputation on quality of goods and excellent customer service. Neither is evident recently according to my experience.

Further, I submitted a fair and honest review of the product which was declined.

The overheads to employ obstructive CS must be passed onto customers...I wonder how?!

I love M&S for food etc in there most days it is my local shop I never used my sparks card due to how bad it was. And now I think your new sparks card spend £8 and get £1 the more you spend the more you earn. Absolutely rubbish. I have a lot of loyalty cards from most shops and I have to say that your one is the worst one of all time. even when the old one was 20% every so often that was bad compared to others your. Again I will not be using my sparks card because it is not worth the time it takes to take my phone out to scan. Just not worth it. It is teh meanest card I have ever used

Just visited Exe Bridges Retail Park M&S & they continue to have very few small trolleys outside their shop. I was told today that the trolleys have been stolen but the store still needs to allocate a person/member of staff to collect the few trolleys that are left.
VERY POOR CUSTOMER SERVICE that should be easily fixed!!!!
A very disappointed customer!!!

Disappointed and frankly upset at how I was treated in the Guildford store today when politely requesting a bra fitting measurement. I have bought every bra I ever owned (now in my 50s) from M&S - I will not be buying again after treatment today. Anyway another retailer benefitted from a complete overhaul of my bra wardrobe as a result of a significant change in shape. They may have been having a bad day … I wasn’t feeling on top of the world either - but at least I wasn’t rude.