Marks and Spencer Reviews 

I placed an online order totalling £120 on Monday, during payment I was directed to approve the payment in my banking app which i did. I then returned to Marks and Spencer to complete the transaction at which stage you normally receive your confirmation and order number but on this occasion I didn't and the items were still sitting in the basket. I contacted Marks and Spencer and after 30 minutes on the phone was told it was a 'glitch' at their end. I understand things like this can happen but it's now Wednesday and I'm still waiting for my money to go back into my bank balance. I contacted my bank and was told it can take 7-30 days unless M & S confirm they won't be taking the money. I emailed M & S yesterday asking them to do this but haven't received a response, presumably because they have so many customer complaints to deal with. It seems £120 is a drop in the ocean to M & S and they clearly aren't willing to do whatever is necessary to have the money returned to my bank balance, instead just waiting for it to take it's course, 7-30 days!
UPDATE I am still waiting for my £120 to be back in my bank balance. This morning i emailed the CEO Stuart Machin and didn't even receive an acknowledgement let alone a response but I suppose £120 is a drop in the ocean to him. I also rang and spoke to the complaints team who said in these circumstances the orders normally disappear and the money is returned. That isn't acceptable why should a customers bank balance be reduced by £120 due to an M & S 'glitch' for an extended period of time.

I had a problem with delivery of flowers ordered online. I have deducted one star as my original contact with customer services was not productive, but after escalating my complaint, I was delighted with the way it was handled. There was an acceptance that sometimes following strict procedure doesn't answer to the circumstances, and a refund was given.
I was treated very much as an individual and a customer who mattered, which lived up to my expectations of this brand. Thank you.

Last week my Sparks card stopped working and I was unable to sign in or add offers and use. The team instore were unable to help.
I have now called customer services twice myself and now been told it will take the tech team a week to look at this.
I’ve had no updates from M and S as promised and have moved to Waitrose to shop this week.
Poor response and communication. V disappointing

Received a gift card for M&S for my birthday a couple years back. I don't usually shop here, and I've been travelling, so it's taken me awhile to attempt to use it. Having just tried, it appears to be past 24 months as seems to be invalid. Not something you'd expect a store EST. 1884 (as printed on card) to do. Quite poor.

M&S Marble Arch: Big on Reputation, Short on Courtesy, Missing Accountability.

Rude staff, dismissive managers, and complaints that achieve remarkably little. A duty manager named Kate exemplifies the problem: this is my THIRD complaint about her handling of concerns, with no meaningful improvement. In my opinion, her approach has been unprofessional and incompetent.

She reminded me she had spent five minutes with me before walking away. Apparently, listening to a customer is an exceptional favour.

She also referred to favourable survey results but could not clearly identify the survey when challenged. How reassuring: the survey is happy, even if the customer isn’t.

I was previously told there had been no complaints about her. For the record: this is my third.

My repeated experiences suggest M&S is failing at basic courtesy, managerial competence and accountability. Its reputation is doing considerably more work than its management. It has lost my confidence and my custom.

The ratings here speak volumes. Perhaps CEO management, and Head HR should spend five minutes reading them.

I was recipient of m&s flower delivery sent for a special anniversary.
On arrival I opened them up to find the white roses dying - petals turned brown.
I phoned m&s customer service-they could not deal with my request for replacement. They could only deal with this via the customer's order and their account!
Not wanting to insult the sender, I was not prepared to do this.

After more than a month of back‑and‑forth with M&S, we were repeatedly told there was “nothing they could do” about a duplicate £150 gift card charge that was taken when their website showed a failed payment.

Despite explaining multiple times that:

the duplicate gift card was generated in error,

we never received the second card,

we had no visibility or control over it,

and the spend only occurred because M&S issued a product we did not knowingly purchase,

M&S refused to refund the duplicate transaction. Their final response was simply that the card “has been redeemed” — ignoring the fact that their system error created the problem in the first place.

We provided every detail they asked for, chased repeatedly, escalated formally, and even referenced the Consumer Rights Act 2015 and Consumer Protection from Unfair Trading Regulations 2008. Still, M&S declined to take responsibility and closed the complaint.

A deeply frustrating experience, poor customer service, and a refusal to acknowledge or correct an error that was entirely theirs.

Avoid — if something goes wrong, M&S will not help you, even if it's illegal.

Bought a 700 pound Sonoma bed and notified delivery would be Tues 27 Oct between 7am and 7pm and a phone call the day before exactly when.
No call received so called M&S customer services twice to be told delivery was a week later DESPITE having received NO NOTIFICATIONS whatsoever.
They told me to call back the next day after 11am as the furniture dept was no longer availablke.

WHat a SHAMBLES FOR A SUPPOSED QUALITY SUPPLIER.
Absolute nightmare as I am 82 years old and disabled.

Beware when you spend your rewards and if you send part of your order back. I ordered two items in two different sizes intending to send the ones back that didn't fit. They were not stocked in a shop. However because they treat the reward as an offer and reduce the price of each item if you send something back then the voucher is added back to your account and you lose it if not then used. This is not visible at the checkout only when you return. I'd spent enough and there was nothing else I wanted so in losing the reward

I had to collect a online order from the coventry store in West orchards on 23/10/26, the system was very easy to navigate, i then proceeded to the till to pay for my scarf and handbag that I had picked up, a lady named Lorraine served me , she was very polite,friendly and very patient as I had trouble locating my sparks card on my phone. I would like to say a big thank you for the customer service i received it was excellent.

Shopped at M&S food hall using the M&S Sparks card, absolutely useless for the elderly, there is no chance you can save anything using the Sparks card, its all to complicated and the so called saving are not worth it.
A bit of hype from M&S which doesn't really delivery.

Bought a bra online, pink colour washed out and finished light and dark grey on elastic bits. Complained three times with photos no reply at all.

Tried in two of the stores to find cords ,size 10 in Claret.No luck.There are only five colours available, black, khaki,brown, blue and claret- surely big stores should have all colours.I live in Edinburgh

I do love M&S but I have to feedback that the ' Rewards offers' are misleading.
On my rewards offers within my sparks I have an earn £9 reward on M&S shoes purchases. There is a hyperlink within this which states ' Shop the Offer' . You are then taken to all shoes ( this includes other brands). I queried why I didn't get the reward and was told that it was only on M& S branded items. I think it's very misleading that the link takes you to ' shop the offer' for items that are not included in the offer! I think this needs reviewing as I said totally misleading as you trust that the link will take you to the offer

"The fact that M&S is sitting with a terrible 1.5-star rating on this platform says it all about their declining standards. I am utterly appalled by my experience today. I ordered a jumper online to be collected at my local Ulverston branch. However, their glitchy app automatically defaulted the collection point to Cleveleys—a staggering 88 miles away!
When I called customer service to get this technical system error corrected, the representative was incredibly rude and hostile. Instead of helping, they condescendingly told me that I 'should check the store' next time before the order locks in, trying to blame me for their own system's default settings.
To make matters far worse, Cleveleys is a Food Hall only, and because the jumper is now completely sold out online, there is absolutely no way for them to transfer or fulfill my order. Their app glitch and their unhelpful staff have cost me my item entirely. M&S used to stand for quality and manners, but their service is now a total disgrace. I think I'll stick to Next in the future as their customer service is excellent."

M&S uses awful EVRI for courier deliveries. As usual, EVRI threw our DAMAGED delivery on to wet grass 50 metres away from our house late at night.

I am disgusted with M&S service.

Why would M&S want to destroy further its reputation by using EVRI which has known awful delivery standards ?

Shareholders REVOLT against the M&S CEO who is crippling a once good shopping brand.

First time in years I have bought anything from M&S clothing range. I tried on a white cotton shirt which has great long sleeves ( I have long arms). The shirt looked super on in the changing room, except that the collar and sleeves looked like someone had sat on it. I asked the sales assistant if she had another in my size - she didn’t, she also offered to order me one but it wouldn’t have arrived in time. ( I needed it for an event). Another sales woman jumped into the conversation and was quite abrupt saying “ well, you can just iron it and it would look like that when you have worn it anyway”. Quite unbelievable really. I would expect the clothing to look great when it first goes onto the shop floor. I really don’t want to buy something that already looked worn and crumpled. I bought it as I needed a decent white shirt ( with long sleeves) urgently, but I don’t be going back.

Thought I'd treat myself as I cant afford M &S prices normally. Purchased wheaten loaf yesterday afternoon 8/10. Went to use it today and its out of date already!!

The securities at the food hall, followed us everywhere and it caused us really uncomfortable. I really don’t want to do my grocery shopping at M&S food hall.

Most days it fine, one evening came to the store as I have leg injury whilst it's quiet to grab some bits no bag in my hand, Notice that security guard was right up behind me in the bread section I almost stumbled Into him so I apologised. Whilst he looks at cakes. Then at the fridges I felt like I was being watched and realised he was following me around the store whilst it's empty. Which is funny because on a previous visit he did not catch the women putting items under her pram. short slim dark skinned chap with a radio on his shoulder and glasse. I think I will stick to Battersea in future.