Marks and Spencer Reviews 14,435

Absolutely diabolical…you just go round in circles! I can’t believe such a huge company has such a bad customer service line!

I’m really disappointed with the decline in quality. Marks used to be a brand I trusted, but lately the standard of some food items feels noticeably worse.

I recently bought a sandwich that was less than half filled — something I experienced about a year ago so it’s frustrating to see the same issue repeated.

What made it worse was how difficult it was to try and resolve last time. Despite providing photos and a receipt, my refund request was rejected because I didn’t keep the wrapper which is a bit desperate.

After several back-and-forth messages, I eventually gave up because it was clear they weren't refunding me and it's not even about the cost - it’s about food quality, and how customers are treated when things go wrong.

I hope this is something that can be looked into, because it’s not the experience I’d expect from a brand like this and like so many other great British institutions, M&S seems to be slowly going down the toilet nowadays.

I purchased 5 items on line and returned 2. I then received an email confirming a £94 refund - that never arrived. I called and was told that it was referred to finance and would get a response within 24hrs didn't happen. Called again - same answer - Called again and after a lot of waiting told that I would get an email in another 3 days to arrange my refund! Much waiting, a lot of my time and still no money. It seems like a deliberate ploy to keep our money!!
Avoid buying from M&S online

THEY USE THE WORST AND CHEAPEST COURIER IN THE UK EVRI, THAT SHOULD TELL YOU VEVRYTHING YOU NEED TO KNOW, SUCH A SHAME, BYE BYE M&S IM OFF TO MATALAN.

Very nice jeans (male), however, they only come in 33in length which is a bit too short for me. Unfortunately, I will have to shop elsewhere.

In the cafe I could not obtain a receipt. 'Emma' who I believe was acting manager at the time, (although she was actually cleaning tables and the floor and did not enlighten me of her position!) listened to my problem, ensured I had all my needs and served me personally in a very friendly and pleasant way.
Such service is very rare. Thanks!! This was in the M&S store in Cribbs Causeway, Bristol

Usually I love all M&S food but was disappointed with my last buy.
I bought two small cauliflower cheese with good dates
I ate one that day it was great.
Used the other one two days later still in good date and it was sour, had to put it in the bin.
It ruined my dinner.
Come on M&S staff what happened!!!
Did the staff put it back late, if a customer at the till decided not to buy it ?
It had a good date ???

Unfortunately I feel a migraine every time I come here
The carpark is flood lit with LEDs, confusing the birds, way too bright, and the inside of the shop is the same. I was in there for 5 mins and have now realised why I feel unwell every time I go in here. Unfortunate. Hopefully they can change to be more in line with health for the local wildlife and the people who work there and shop there.

M&S app just hangs with little circle going round and round trying to start a chat to find out if constant refusal (or at least thats what the other web site says) is really a refusal and if so why or the other web site barfing over the response it got from m&s but since the ibm app just whirls and whirls on trying to chat (and also sometimes when i log out of it, i'm inclined to think the fault is m&s app messing up ! Never had a problem before I installed the app but now the request to confirm goes straight to the app rather than a text which always worked OK.

Debbie in Chelmsford was amazing today with bra fitting and good choices and advice. She boosted my confidence 100% she really is very experienced. She deserves recognition for sure.

Dreadful place to shop now! I’ve bought most of clothes in M&S since the 1970s but now the clothes are just awful. Fine if anyone wants shapeless baggy items to wear, most of the clothes are no longer fitted. Ugly wide legged jeans and trousers! Too much synthetic material too! Can’t even buy cotton rich ankle socks for women, they are now viscose. Awful fabric!
Shop assistants no longer wear a uniform only y shirt and jeans so not easy yo identify staff. What has happened to corporate image!

No delivery, AGAIN, ok M&S you close the store in the city centre and so it's online. Yet again EVRI has not delivered. Long hold and then your customer services (assuming from the accent South Africa) so unhelpful, she is sure it will be out today. Highly unlikely mid afternoon. I can call again tomorrow and they will chase this up.

Appalling service from M&S. Following major surgery, I mistakenly returned non M&S clothes under an M&S order . M&S received the parcel but now say they have lost my clothes and ‘tough’. They have closed my complaint. How can this be acceptable. I am over £100 out of pocket for a genuine mistake that from the start M&S showed little care in trying to resolve.

Really M&S? I ordered a suit, not only was it expensive, it arrived in good time but the fabric was cheap quality. Not something I would expect from M&S. Then the fitting, I ordered a size I know to be good for me, the sizes are not true to form, I could hardly breath when wearing it. So I decided to return the items, they gave me one choice, EVRI, who are bankrupt. So I took it to the store. 'As you bought it online, we can't accept it', now having a bun fight with MasterCard to get a refund. Talk about giving me a headache. I expect better.

I have ordered online with M&S a few times now, and the updates are regular, and both click and collect and home delivery has been quick.
Problem free, stress free, I've had no problems at all.
In-store, the staff are helpful and friendly, it's been a positive experience so far.

I ordered a 6 drawer unit for my bedroom. The first one arrived damaged so it was returned and replaced. The second one was also damaged in the same place.
Not what I expected from Marks & Spencer

I visited the Derby store on Saturday the 11th April 2026 as my daughter is getting married so her grandad wanted to get a new suit for this. Soon after we arrived a lovely gentleman called Vik approached us to see if we needed help. He every quickly was there helping us measuring my father in law for the suit we had chosen then took us to try it on with a shirt. He sourced a shirt online that matched our requirements as store did not have in and even helped us team the suit with some shoes and a belt. He is such an asset to M&S and such a lovely chap. He even stayed with us while we checked out and placed the online order for us for the missing sizes needed. Honestly a dream visit made by him. Thanks so much i really hope you are valued by M&S.

What Overpaid Cretin thought it would be a great idea to muck about with Hotcross buns ?

I bought some bedding (a duvet set, pillows & sheets) from the branch in Stratford Westfield. I was having issues at the checkout as I was trying to use a works benefit gift card. Daphne the staff member came to the checkout and was so helpful & patient. She also helped me sign up to the Sparks card as there was an additional discount to be had when buying bedding. Daphne is an incredible asset to the company and probably a reason why I would shop again in M&S. I hope she gets some recognition from this review 5🌟🌟🌟🌟🌟

Why can't you get semi skimmed milk in their café when there's a shop full of it. They don't offer it anymore which is ridiculous. I need it for dietary reasons so am now excluded by M&S