Marks & Spencer

Four months to deliver some bedroom furniture only to find that the wrong bed was delivered and other items had arrived damaged in a number of places. When I requested a replacement, I was told that there were no delivery slots available in the next three months (at least - their system only showed 3 months in advance). Customer service responses are painfully slow and amount to a collective shrug of shoulders, never really looking to resolve the issue.

A month after reporting the issues, I'm still waiting for the collection and refund which means that I'm sleeping on the floor and I'm £1100 poorer as a result thanks to Marksies.

Avoid like the plague...

I applaud Marks & Spencer for their vast selection in-store in the UK. It's too bad that a lot of the stuff they have available in-store just isn't available online. So far I've ordered a handful of times from them online and their merchandise is of exceptional quality. My fave item thus far is their genuine leather duffel travel bag... such a classic staple. However, I knocked a couple stars off cuz they used to ship to Canada for free for orders over $30+... but they no longer offer this now.

We bought a Hastings Dressing table and stool from M&S. A few weeks later the stool collapsed under the weight of my 9st 7lb wife.
M&S asked for photographs following which their "experts" Castellan decided their was no defect!
The sad thing was the underhand way they communicated their decision. They sent it from a no reply email address.
I have now resorted to legal proceedings. They are selling shoddy, unsafe furniture at premium prices.

I had 14days to accept my new sofa, the seat pads are very uncomfortable so after a out of town trip to test other options the customer service desk in store couldn't help so gave me a contact number who passed me to another contact number by the time I finally got through 3 days later they said my return period had ran out by 2 days! So now I couldn't return them! Rather abrupt, scripted conversation and very unhelpfully and not my fault they didn't have enough staff answering the phone to avoid waits of over 30 minds at a time.

Ordered a 3 piece suite. The salesperson wrote the size specifications for the sofa and chairs on the order form, she had written and told us they were all the same height. When it arrived the sofa is much higher than the chairs and not to the specification we were given. M& S are not prepared to do anything about this, they say the specification is correct even though that's not what we were given. If it was a mistake then it's theirs and not ours. In addition the delivery men made a mess of putting the feet on and m & s had to send an independent company out to fix this. Extremely disappointed and won't be purchasing from m & s in future

Pitiful Flower Delivery by M&S
Absolutely furious that my mum recieved a wilted bunch of nothing today which looked absolutely nothing like the beautiful and expensive bunch I ordered! Flowers that there were were tiny and broken. All just leaves and twigs. If I could post the pitiful picture of what they look like I would!
No option to complain apart from phoning a number that puts you on hold for forever! No option to email or anything. I am left disappointed and horrified that my mother recieved THIS For Mother's Day when I though M&S were meant to provide quality. Will never trust them again.

My experience with Marks and Spencer delivery has been terrible - they use Hermes and when you try and order multiple things they come on different days, meaning you have to continually liase with hermes. I have lost items (because I asked Hermes to leave the item in the bin outside my house and it was gone by the time I had managed to come home). I have not been offered any refund on the items that i never received. I really expected a better service from then rather than having lost substantial money and time.

Cannot understand why The Christmas Feast Hamper Product code::******* can be delivered to Edinburgh but not to Glasgow or the Isle of Man

To add to my frustration they did agree to deliver. The M&S Deluxe Collection Hamper
Product code: *******. To Glasgow and Isle of Man

Where is the Logic in delivering the The M&S Deluxe Collection Hamper
Product code: ******* to these locations but not the The Christmas Feast Hamper Product code::*******

Do not order any item from Marks and Spencers, their no return policy for Rs 590 and below is pathetic, the policy is somewhere hidden in the returns section and you will get fooled by no questions asked 35 day return policy. Better go for Myntra or Ajio which have easier return policies
The size of the item is skewed and by ordering you will get stuck with unwanted Rs 590 item. This is a way of selling

Bought a sale item online and went to return it but told that it was outside of the 14 day return window (by 5 days) for sale item refunds. I pointed out that this information is no where in any of the receipt/order emails I received but I was told that is 'common knowledge' by the manager in the store. She gave me an online customer service number to call. Person I spoke to said that there is nothing that can be done, again I pointed out that I was not notified of the shorter window to be able to refund sale items, and that given that I have been a loyal customer for so long (over 8 years), could I please be given some discretion and get a refund. The 'customer service' person's advice was to go to a different M&S store and maybe the attendant will use their discretion and give me a credit note. This is the online 'help' I received from someone who is employed for 'customer service' support for an order I placed online. I'm lost for words. It would have been better if she had just stuck to saying 'No'. What a joke. This is not just any customer service; this is Marks and Spencer customer service, who have just lost 4 loyal customers.

Flowers delivered a day late (what's the point in picking a date if its going to be late!) The flowers weren't what I ordered... pink roses turned into white roses.
They won't let you leave a review that has anything to to with 'fulfilment or delivery' when that is surely the main points about a delivery. I ordered a product for delivery and the product was wrong and the delivery was wrong so how can I give feedback that doesn't mention these important issues.

"Basically my clothing goods (about £50.00) never turned up. They were sent to my old address which is now a holiday home in Devon. I spoke to an M&S tel operative who solved the problem and said she would re direct them and I think she rectified my address - great!. I am now told that there is no record of my conversation and that I should pick up the goods myself - a five hour journey. I was told the my initial order was made via my M&S App, I do not have one. I was told that I 'selected' my old address of three years ago. I'm confused.
I expect the delivery hand of EVRI is also in the mix here. So, down the rabbit hole with Alice and my imaginary app, my imaginary conversation and now my imaginary thermal clothing.

I visited the M&S website to order chocolates for a friend as a gift, the website interface was so nice and clean, very easy to use too... I was majorly intrigued by the option of being able to hide the price on my item(because it was meant to be a gift), adding a message to the order and being able to select the exact delivery date I wanted... maybe some other websites have this but I hardly even see them... Overall... it was awesome

I absolutely love M&S.
With vast selections from gifts to clothing to high quality foods they are fantastic.
I have shopped with them over many years and have yet to find something to complain about. Ordering is simple, items are high quality, delivery is fast and returns are easy to arrange if required.

Ordered 2 coats that were only available online as i could not decide between them but thought I'd just return the one i like less. This was back in September started the return on 27th sept, returned the coat a couple days after at the post office, m&s received it and advised my refund was issued on 28th sept. Guess what, today is 15/11 and I'm still waiting. I called numerous times to be told to wait a few more days, that they re-issued it but still nothing. Called again today and i have been ok hold for an hour after someone telling me finance said refund was issued on 28/9 and she can't really do anything more. The fact i still don't have it does not seem relevant. I checked with my bank as well and they confirmed they have not seen such a payment trying to hit my account. They are not sending proof of payment i cannot speak to anyone else and to be honest, I don't think I they actually care given the reviews below. I have made the payment from my credit card so I will try to get it back via my bank, hopefully. I asked them to raise a formal company and to investigate what happened with this so we will see what happens next however I don't have very high expectations…

Order **************955
I keep tracking on M&S and there is no change in info. After a month the tracking still says the same "ORDER DELAYED". It is proving impossible to contact Marks about this order. They are simply ignoring my messages.

Worst lack of customer service ever, two hampers ordered to be delivered to two different people at a customer of mine in Friday, DPD driver decided not to deliver, I contacted customer service who cut me off after saying they would deal with and never called back, few hours later call from dpd saying they would call back, never did, today you deliver one of them and not other despite being under one shipment, to say I am annoyed is an understatement. I had an email last night offering full refund but when I reply says not a manned email address

I have been a very regular and old customer of M&S. I raised a complaint for a missing item and missing product in the delivery for the first time about 10 days back. I am shocked to see the poor level of customer service that the brand has. If you call their customer care number, they will first ask you to write an e-mail to register a complaint which is so opposite to the nature of online purchases and why there is a customer care number if you want your customers to write to you. The e-mails take a lifetime to get addressed and they even have the audacity to ask for a picture of a missing item. The grievance manager number mentioned on their website gets connected to a guard at their corporate office, and he very diligently gives the mobile no of the grievance manager. This number of the manager either goes busy or unanswered with no one ever calling you back. The customer care team gives no heed to the quality issue faced by you and like a broken record keeps talking about their return policy timelines. They close your ticket without providing a resolution. The e-mail stats though that do write back if you are not satisfied with their service and if you do the same e-mail stating the return timeline is sent. I am so disappointed with this brand. A small-time seller on Instagram has better processes and customer centricity than M&S.