Marks and Spencer Reviews 14,584

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.

Following on – we discovered that although the pillows were (allegedly) the same – with matching code numbers - one was really hard and the other one really soft and floppy. I rang M&S customer service which went through to somewhere in South Africa. I couldn’t understand the woman and kept asking her to repeat and then she cut me off so I had to go through the rigmarole all over again with someone else – I couldn’t understand her either. It is unacceptable for M&S to have customer services in South Africa. I don’t know if they are saving money by doing this, but they’ve lost a customer in the process. It was agreed that I would get a refund. It didn’t materialise. I emailed some days later, to find out what happened to the refund and received an email back saying that they could either supply a refund or replacement and I should let me know! Chaos.

This company has gone SO downhill, which is such a shame, but if they want Customer Services in South Africa, it’s what they deserve.

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.

I would like to ask Marks & Spencer's if they offer a phone line why do they bother if your robot Refuses to put you through to an agent or rep? It cuts me off and hangs up on me the second after I tell them what I need, five times I called an I can't get past your iron gate! I am really irked! I mean I told them what I wanted, but rather than help me and put me through to an agent, all it keep doing is saying go and find it on the website, bye-bye! This is not what I want. I don't want to go on the website for information, the info I need isn't there! So, again, what the point of a phone line if the robot just ends the call after you tell them what you want?

Too unhelpful, too customer unfriendly, too annoying! And if this is the Service we get this day age, imagine what it's gonna be like in 20 years! It will be non-existent, why it is already, what am I saying?

Called 0333 014 8555

Husband Declined self service checkouts because of dyslexia, member of staff threw chocolate bar after barcoding onto counter embarrassing him, after paying for fuel and items he left, quite upset,. He confided in me on returning home this incensed me greatly. Complained to bp who do recollect this encounter even though times where given iI asked them to check cctv but nothing. So I Complained with same email to m and s , this I did on my husbands phone using his email address, an email address i had to set up for him solely for work payroll which I police on his behalf on replying m+s have asked for my husband to make complaint himself or it cannot be logged... my husband is profoundly dyslexic and can barely type hus name!!! Is it just me m+s or is it that you just don't care. And on leaving a second trustpilot complaint I was asked what is it this time!!!! . They don't care people but happy to take your money!

I received a delivery of roses to celebrate my birthday, extremely disappointed at the presentation, looked dead on arrival and no improvement after trimming, feeding and watering 😢
At the same day I received another bouquet from E - florist which are lovely.
Just shows big company, third party supplier cheap and shoddy.

I'm not actually reviewing on the shop I find everything from clothes to food satisfactory very actually my complaint is that we looked forward to getting a percentage off with sparks but now you have to find the money to pay for the item before you benefit some of us can't and it was so lovely to receive the 20% off I don't think I'm the only one that thinks that

The help I received in store was exceptional.
The quality of clothes is appaling. 2nd pair of pjs bought and returned due to hideous fit. A size 12-14 always had in past still have some over 8 years old, butvtge new require over 12” to be taken off the length and they are so baggy it’s ludicrous with sparse material at the top
How strange since they been turning out cheap budget like clothes you can no longer leave reviews!!!!!!!! It’s not rocket science to know why
The new Sparks card view absolutely awful, they have drastically declined in every possible way!

For a reputable company they are absolutely useless!! We made three separate orders. And ALL three came to us in the wrong size. And what a hassle with the returns! They wanted 5 weeks to refund the money. Stay away from them.

Lunch at the Willows Torquay.. disappointing tasteless chicken burger and soggy chips and stuck together.
Unusual for M&S… staff as usual star performers.
Chris