Marks and Spencer29 reviews
This score is based on 29 genuine reviews submitted via BritainReviews since 2017.
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Find companies you have experience with and write reviews about them! Your reviews contribute to a more transparent market and improve the reliability of companies.Not what I expected, in a good way
answers within hours, not days, which was a relief after other companies who ghosted me for weeks. The team treated the whole thing with real care, not the usual corporate script, and they even flagged a tiny extra amount I didn’t think I’d get back — surprising and welcome. Service felt human: patient with my questions, honest about limits, and refreshingly blunt when things were messy. Price felt fair given what they pulled back, and overall I left feeling less anxious and oddly impressed. If you’ve been burned before, this isn’t a miracle cure, but it’s the proper help you hope for.
Jacket felt great, returns were a faff
I bought a sale jacket and actually liked it straight away. The fabric was soft, the cut sat well and I wore it a few times to test it out. About three weeks later I decided it wasn’t quite right and went to return it. That’s when things went odd. I was five days past the 14‑day sale returns rule, which hadn’t been mentioned on any of my order emails or the receipt. In the shop the manager told me that shorter window was “common knowledge”. I wasn’t convinced. She handed me an online customer service number and off I went. The person online basically said the same — nothing could be done — and suggested I try another store and hope a different member of staff might be helpful. It felt like passing the buck. I was sceptical, annoyed even, but I kept calm and explained I’ve been a regular customer for years. Eventually someone authorised a one‑off credit note rather than a full refund. Not ideal, but better than nothing. The jacket itself was fine, comfortable and well made. The process was clumsy, communication poor, but persistence paid off in the end. I’ll shop again, cautiously.
That brief moment of relief
keep your postage receipt, get dates and names, and push for written confirmation of refunds. It was satisfying to hear that first confirmation, but that satisfaction was short-lived. Still, the fact someone did open an investigation was a small positive, at least.
Done with them, sadly
the bit of filling that was there actually tasted okay, oddly enough, so it wasn’t a complete disaster, just misleading. The surprise was that the complaint process felt so unnecessarily bureaucratic; they could’ve handled it quickly but didn’t. If you’ve got cause to complain, keep everything — the packaging, barcode, receipt, date code, bank statement — because they will, seemingly at random, ask for more and more. I’m fed up enough to move my regular spend elsewhere now. Mildly disappointed, honestly — I expected better after years as a customer. Not dramatic, just a steady erosion of trust when small things like this get brushed off. Could be fixed if they simplified the returns process and actually listened.
Weekend surprise ruined, service slow but refund eventually came
I’m disappointed overall, though to be fair they did sort the money out in the end. I ordered a letterbox afternoon-tea as a small weekend treat for an elderly couple — something I do now and then to brighten their Saturday — and the whole plan fell apart. I ordered well in advance for guaranteed Friday delivery, got a confirmation, then later that morning an email saying it would be delayed till Saturday. Fine, annoying but okay. Except the tracking stayed blank, calls to customer services were a mess, and when I asked on Friday to cancel and refund because the timing mattered they said no. I repeated myself, explained it was food and time-sensitive, and the call ended without an answer. No delivery on Saturday, no updated tracking. I rang again on Sunday and was told Monday. By then I’d already lost confidence and asked again for a refund; this time they agreed. If they’d handled it on Friday when I first asked, I could’ve arranged something else for the celebration. So yes, grateful they finally refunded — that was handled acceptably — but it came too late and an elderly couple missed their surprise. Small positives: the person who processed the refund was polite, and at least I wasn’t charged long-term. Still, M&S need to sort their courier promises and the customer service escalation. I won’t order something time-sensitive like this again from them without double-checking.
Hallway stand-off that never moved upstairs
the customer advisors were reasonable, and the refund process moved eventually. But paying for convenience and not getting it is irritating, and it’s the delivery and on-the-ground attitude that put me off. I’ll probably buy elsewhere next time — there are plenty of places who still turn up and take it upstairs if you ask.
Overpriced, faulty vase
I bought a vase online recently, thinking I'd get something good. But when it arrived, I was let down - it was poorly made with bubbles and dings in the glass. Oddly enough, a family member has the same one but theirs is fine. I got in touch with customer service for a refund or discount, but they said I had to go back to the store for them to check it out first. I was not happy about that, it made me feel unimportant. So, I won't be shopping there again.
Vegan/Vegetarian Meal Deal
I popped into the shop to see if they had any Vegan or Vegetarian Meal Deals, but it turns out they don't do them anymore. The Vegetarian section of the ready meal fridge was stocked with meat products, not a veggie option in sight. It felt like I'd gone back in time before they got with the times. The good news is they now have self-service checkouts, although having only those was a nightmare for the older customers who found them tricky to use. Completely unacceptable in this day and age. I'd recommend avoiding this place for shopping if you can.
High-quality products
I recently bought some really great stuff from this shop and I have to say, I'm super impressed. They have a great selection of products, from clothes to homeware and I love everything I got. The customer service was also really good, they were very helpful.
Linen clothes
Oh my goodness, I absolutely love these clothes! They're really well made, with top-notch linen fabric and the colour is just gorgeous. Whenever I wear them, I feel like a fashion queen. They're super comfy and look so stylish. I just can't get enough of them!
Clothing items
I've been a loyal customer of this brand for a while now, and I've started to notice a drop in the quality of their own-brand products. The special appeal and uniqueness that used to make this brand stand out from others are slowly disappearing. The individualised service that was a key feature of shopping here seems to be missing in my recent visits. It's sad to see a company with such a great reputation sacrificing its values and customer service. I think it's time for the brand to review its methods and concentrate on providing the top-notch standards it was famous for.
Gluten-free meal deal purchase
As a customer with Celiac disease, my daughter and I bought a gluten-free meal deal from the store. We wanted to dine-in at the cafe so we asked for a clean table. Unfortunately, the staff were rude and spoke to us disrespectfully, making us feel unwelcome. Their behaviour made us feel like we didn't belong there, which was really upsetting. The lack of professionalism and respect from the staff has made us decide not to come back to the store in the future.
Tech device purchase
I bought a tech device from this shop recently, and it was a total disaster. They said my order was ready to collect, but when I got there, it wasn't available. I had to wait for 20 minutes at the collection point, and then they ignored me because my order reference wasn't in their system. When I tried to complain to the executive team, they thought I was my wife, even though I made the order and got all the messages on my phone. They didn't want to admit their mistake in the order system, and my account still shows the order as ready for collection. It's really frustrating and disappointing.
White shirt purchase
I recently went to this awesome store and got a really nice white shirt, but when it came to checking out, I had to deal with that annoying self-service machine and fold it up by myself! Can you believe it? I just splashed out on this shirt, and I'm the one doing all the work? And then, on top of that, I had to fork out extra for a paper bag to carry it in. I was expecting M&S to be all posh and provide me with a bag, but no such luck. It felt so tacky and not cool at all.
Clothes shopping at a store
I popped into the clothes shop back in June to have a look at some new outfits. However, once I stepped into the changing room, oh gosh, it was absolutely filthy! There was dirt and fluff scattered everywhere on the floor, ew! I didn't even feel like standing in there, let alone trying on any clothes. It's not the first time I've noticed this either, which is pretty disgusting. Hopefully, they'll start cleaning the changing rooms more frequently because it's definitely not what I would expect from a store like this. I didn't mention anything to the staff at the time, but I really do hope they up their hygiene game soon.
Damaged furniture purchase
I was really let down by the furniture I bought recently because it arrived damaged again, for the second time now. This seems to be a common problem because even the last time we splurged on nice furniture, it arrived damaged too. Even though the delivery company noticed the damage and promised to make a report, we still had to call them up to voice our concerns. It's annoying to shell out money on top-notch items only to get them in a less-than-ideal state.
Sienna Miller collection items
Oh, I was really looking forward to grabbing some pieces from the Sienna Miller collection, but when I went to order them online, they were all gone! It's really disappointing when you set your heart on something and then realise it's not an option. Sort it out, come on!
Trousers, Blouse, and Jacket
Recently, I bought a pair of trousers, a blouse, and a jacket, but sadly, they never showed up. I've been struggling to get in touch with customer service about it. I placed my order a few weeks ago and got confirmation of it being shipped, but the items never made it to me. I've been trying to contact customer service for weeks now, to no avail. There's no email to reach out to, and the website contact form isn't doing the job. I even called the help centre, but they said they'd look into it and then nothing happened. It's all been rather frustrating and disappointing – I'm starting to think this might be a bit of a scam.
Food quality and pricing
The food here is alright, but the prices are way too high. I wasn't impressed with the stuff on sale either, it all looked old-fashioned and not very nice. It seems like the people in charge don't really know what customers want these days.
Online order mix-up
I recently ordered a shirt online, but was a bit gutted when I got trousers instead. Mistakes can happen, but what really annoyed me was how long it took to get a refund. Compared to other companies, the whole process was way slower than it needed to be, which was a right pain.
About Marks and Spencer
Marks and Spencer, commonly abbreviated as M&S, is a major British multinational retailer headquartered in London, England. Established in 1884 by Michael Marks and Thomas Spencer, the company specialises in the selling of clothing, home products, and food. Renowned for its own-label product offerings, M&S operates over 1,000 stores across the UK and enjoys a substantial presence in international markets. The brand has a long-standing reputation for quality and innovation, particularly noted for its high standards in food sourcing and garment manufacturing. Throughout its history, Marks and Spencer has evolved to adapt to changing market trends while maintaining its commitment to value and sustainability.
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Categories Marks and Spencer
Children & Baby Reviews & Experiences | Electronics Reviews & Experiences | Fashion Reviews & Experiences | Online shopping
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Last update: December 2025
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Review with most votes
Online purchase confusion
I went online to order some clothes, but when I got to the store, it was so strange - there were screens on the wall instead of actual people to assist me. The lady there was re... Read onBy: Hughes