Marks & SpencerReviews 96

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.

Awful experience today. Strood branch. Accused of not paying for my sandwich in front of everyone and escorted to the side by the security guard until till was checked. And then apparently staff girl "India"? Indigo? Her name said I stole a tiramisu?. No apology after, made me feel violated, embarrassed like I was a criminal. Funny I seemed to be the only coloured guy in the store that day., total racist, unprofessional, abusive staff. How can they get away with doing this to people

"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.

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.

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

After a six week wait for two Hastings bedside cabinets they arrived badly damaged. The reorder took 7 weeks. Those arrived scratched and badly painted. I was offered a meagre compensation which M&S have never sent me despite my many emails.

Two orders placed on 12/10/2022 and 14/10/2022 show confirmed in Status. But, on repeated calls and mails. Do not say why the order has not been dispatched or cancelled. The money was paid through my credit card.
Very disappointed.

Our three month old sofas are bobbling. This is after having to replace the footstool for the same issues and fitting the wrong feet. M&S sent a guy to inspect who said he would never choose our fabric as it does bobble and told us to shave the bobbles off. As a result M&S have said they will do nothing and to get shaving! We work full time so they have had little use and honestly I don't consider having to shave your new sofas normal practice. It certainly wasn't mentioned 8n the very limited care instructions. My advise to anyone look8ng to buy M&S sofas would be DONT DO IT

I have had a very bad experience with M&S and multiple times,
They consistently use poor courier services, deliver late and never take ownership,
I bought a jacket from them on 13th Aug 2022 and the promised date of delivery was 18th Aug,
They didn't deliver, and their associate said when they mention a date, they generally take 2-3 more days,
Then no delivery on 19th, 20th. Now its 22nd and still no response or ownership from them or even the courier. I will not recommend these guys to anyone

I've been to their St ann store, took the wrong size by mistake, went the next day to exchange one of the 3 trousers to the right size, staff didn't give me a new receipt for the new trouser so I assumed that when you change size they don't give you a new receipt.
2 days later I noticed the trousers' fabric are rubbish and colour is leaving marks on my skin and other clothes as well so I decided to return the trousers, staff and manager refused to return the one that didn't have a receipt although it was staff mistake that she didn't give me a receipt, instead of the manager apologising for her unprofessional attitude and investigates further he spoke rudely and threw the trouser on the floor in front of all customers and said I'm the manager and I'm not returning it that's my decision if you don't like my decision call customer service.
I did and they said they opened an internal investigation but I don't believe them plus eventually they send me a gift card not my cache, I had to take responsibility for their staff mistakes, M&S are desperate for any client and couldn't handle the loss of £30, they tried everything to keep it in store, rubbish store, rubbish management, rubbish products, hope they close soon, don't go there and save your money

M&S cannot be bothered to pick up returns then don't bother information customers how else to do a return. No apology given, no explanation, no compensation. Just rude staff and no offer of alternatives. Won't be using M&S again

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.

I bought a set of pyjamas for inr 2,500/- from M&S store at westend mall Pune, and it literally tore in one wash. Didn't expect this quality from M&S.

Ordered ladies trench coat and ladies top by their recommended sizing. They came in one package. Both items were too large and wanted to return. Their return policy is to deduct $22.50 for each item returned. Absolutely misleading when they advertise no hassle return policy. Never buy on-line from Marks & Spencer. It's a total costly mistake!

The staff is not trained correctly to accept the gender differences in there customers! OR they have uneducated HOMOPHOBIC employees that there willing to keep!

Do not by chocolate truffles as a gift online they turn up with only 2 weeks shelf life left on them. Customer care appalling as based in South Africa. M&S used to be good quality but not anymore buyers beware.

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