Marks and Spencer38 reviews
This score is based on 38 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.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.
Lost wallet, helpful staff
So, you know what happened? I went and lost my wallet in the shop. It was a right old disaster because all my money for sweets was in there. But then, would you believe it, this woman called Pam came along and was like a guardian angel. She helped me out and took my details. And guess what? Later on, the night cleaner found my wallet! Those two really deserve a gold star for being so kind. The service they provided was truly amazing, and it made me so happy.
Pram shopping at store
During our last trip to the store, we went with our daughter who was searching for a new pram in the baby section. The staff, particularly Kelly, were really helpful and knowledgeable about the various pram models. They guided us on what features to look out for when making a choice. It ended up being a really nice shopping trip.
Trousers falling down
I've just bought some trousers, but the hems won't stay up - so annoying! The flowers I ordered are way overdue, with terrible updates, I can't even follow what's happening. The Sparks offers have vanished, such a letdown. The only positive is the bread, but it's not even on the Sparks offers. Customer service is ignoring me completely, not cool. This loyalty scheme is a joke, more like a creepy Big Brother scheme!
Clothing
When I look back at the quality and prices from a few years ago, it's a bit disappointing to see what's happening now. The clothes I bought were definitely not worth the high price. It seems like we're going through the same thing all over again, and that's not great.
Food shopping at M&S
I go to M&S quite often for my food shopping. I like that the products are good quality and reasonably priced, so I always return there. However, I've noticed that the staff at the tills can sometimes be a bit rude, which is a shame because overall my experience is normally positive in the store. Also, I have to say that the women's clothes aren't as good as the food, as the options are often not very stylish or well-made. Lastly, my online shopping hasn't been great either, as some expensive items arrived in bad packaging.
Shoes
I recently purchased these shoes online and they are just adorable, but gosh, the delivery took forever! The website promised 3-5 days, but it felt like ages! And the courier didn't even bother keeping me updated on where my package was. It was so frustrating!
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 really snooty and rude when I tried to explain that I didn't know about the new setup. It was really disappointing and made me feel like I was being unfairly treated.
Summer Beauty Box purchase
I bought the Summer Beauty Box from the shop not long ago, but it got lost in the post by the delivery company. I got in touch with customer service to sort it out, but they wouldn't send me a replacement box. They did give me my money back, which was nice, but I was still pretty disappointed with how it was handled. I've been a loyal customer for ages, but this whole situation has put me off. I don't think I'll be shopping with them again in the future.
Love the food section
Great store, especially the food section.
I love their special juices and cookies ;)
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: January 2026
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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