Marks & SpencerReviews 96

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.

Yesterday my wife went to M&S Market Street to return a pair of school trousers that she bought the previous day and were too small for our son. The woman at the till was very rude to her because the shop label was missing. My wife would rather have someone that politely explain to her she won't be able to return the item (even though she got the receipt and the hanger) than to have a sales assistant being aggressive, moody and rude over such a small thing.

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.

40 years useing marks in Romford and elsewhere found caring people and quality on line delivery's with good food and staff

Just spoke to an incompetent customer service rep in Retail Team.
After spending 20 mins holding to be advised by the online team, he needed to transfer me to the retail team, who would be happy to help!
Spoke to an incompetent lady! Advised her that I had a product issue with some bedding I had purchased in store, and due to being under Tier 4 lockdown I was unable to go into a store to return the item for a full refund. She did not have a clue! Told me I could go into a store and collect the item or I could send a friend to collect my food!? I told her once again due to Tier 4 lockdown restriction we have been told to stay home by the UK Government! Again she just continued to tell me to go to a store and return my faulty product or send a friend! I advised her that she did not understand what I was saying, which she insisted she did, talking over me, again telling me to go back to the store to return the product or send a friend... Or wait till we are out of Tier 4 lockdown! I advised her no one knows when Tier 4 lock down will be lifted and I was not willing to wait for months for a refund. Requested to speak to her Manager and her name and she hung up on me! Absolutely disgusting incompetent service!

Institutional Racism in M&S! M&S advertises itself as a tolerant equal opportunities' provider. This is factually incorrect and a completely false statement. People from ethnic minorities are treated differently to their white counterparts when it comes to pay, promotions, fair treatment, working time regulations, basic human dignity and recruitment. For example, in Peterborough store where the ethnic minorities accounts for nearly 30% population. However, I have witnessed how people from ethnic minorities were not given equal opportunities. In store out of the 120 colleagues, people belong to ethnic minorities is under 5 people. I have seen this across many stores of M&S. Similarly, in senior Management in stores you would never ever find ethnic minority colleagues. I have worked 15 years for M&S and have never seen a Graduate belong to ethnic minorities, when 2018/2019 statistics show the First-Class graduates among both white and ethnic minorities are 30% and 24% respectively.

I cannot begin to convey my disappointment at M&S. They belittled the discomfort and stress they caused me. One of their food products contained a stone which caused immediate tooth pain. My tooth could be broken and I strongly suspect that it is because it's still uncomfortable (sometimes painful) and because I had perfect dental health before the incident. Now worried about it getting worse when pregnant and needing treatment. (It's a bit of a waiting game now for it to get worse or, hopefully but unlikely, better).

I can understand that sometimes foreign objects are missed but what I cannot understand is how this can be described as an "unpleasant experience" and offered £20 e-voucher. Appalling.

I don't normally purchase furniture online, but felt reassured that I was buying from M&S where quality and service matter right -?
Well how wrong can you be - our worst purchase ever in January this year! We are a family of four and can't move without loud creaking noises coming from our new sofa plus two days wasted holiday from work to have assessors come around and tighten up sofa joints that made absolutely no difference. After that, M&S refused to assist us further. We referred this matter to the Furniture Ombudsman who, without even coming and visiting us, sided with M&S.

Worst, worst piece of furniture ever and M&S are now expecting us to go away and live with a bad product.
Avoid them don't buy online awful customer service hugely disappointed with M&S - what has happened to this company?

Turned up to collect an already problematic order gone a little wrong (which was kindly compensated without reservation), to find myself presented with a double of my very expensive order, unbeknown to the staff which was very clearly an opportunity for the goods to be taken away without anyone being the wiser...
Given my honest nature I informed the lovely Redda@ Muswell Hill and was very courteously looked after and matter dealt with effortlessly in what could have been a worse fiasco than it already was, Redda always ensuring I was assured my customer and honesty in not walking away was greatly appreciated and my being a loyal customer being truly valued...
Not an easy job being on the receiving end when things go wrong and the way the matter was dealt with (taking 40 minutes after numerous calls to HQ and double checking everything), Redda proved herself worthy of measurable praise in dealing with the situation and ensuring my welfare and wellbeing (I have disability restrictions to contend with) was also taken care of at all times.
Credit should be given we're its due, usually customers are sent away to follow up complaints online when this happens, however the time care and attention was truly appreciated and commendable

I'm very disappointing with one of their staff members
On 23rd September my 72 year old mother was shopping in the Sheffield store and asked an employee for assistance he was very rude and surly towards my mother and my mother said he smelled of alcohol he didn't assist her and swore at her as he walked away

A young girl that worked there then asked if my mother was Okay she explained what had just happened and the young girl suggested she complain via email as its fastest way. Took me a while to actually get a reply from about 20 different emails they said they would investigate the matter and gave a 10 pound gift card to apologise.
The young girl said there have been problems with him before and surprised he's still working there.
My mother is now to scared to go back as for an elderly lady this was very intimidating
You have lost lifelong custom from our families due to one horrid employee
Our complaints appear to achieve nothing
So now want to warn anyone about this so hopefully they will not face the same treatment

I purchased two items from Marks & Spencer because they advertise "easy, low cost returns" for international customers. But when my items didn't fit I found returns extremely complicated and expensive. The website states, "Free returns for PayPal customers" so I followed the convoluted instructions, but in the end there was no option to return ship through PayPal. Shipping cost me CAD $72.22 and Marks & Spencer refused to compensate me for any of it. This pricey and complex system around shipping makes it prohibitive to shop with from Canada and I will never do so again.

Well, I have never experienced such terrible customer service and I WAS TRYING TO PLACE AN ORDER YES ITS LAUGHABLE IT ISN'T ANY WONDER M&S IS losing CUSTOMERS IF THIS IS THE SERVICE. CUSTOMERS RECIEVE I tried online 27/6/20 TO ORDER beach wear but the delivery to collect in the store was for Sunday 30/6 I was ordering on Thursday I needed the beachwear on Saturday before I went on a holiday Sunday 30/6 3 days is quite adequate a time to expect instore collection. When I phoned customer service and tried to explain and getting nowhere with the unhelpful girl the other end I ask to speak with her manager she put the phone down even though I tried to explain I was willing to pay for express delivery could that be achieved? WHAT A TERRIBLE CUSTOMER SERVICE HEAD OFFICE READ THIS. HAND PICKED FOR HER IGNORANCE THAT GIRL..

What a shocking experience from marks and Spencers on line floral delivery. Ordered on Wednesday of Xmas week for the Friday, not delivered so I made the call to be told the courier would not deliver, no one from M+S ever called me to let me know this! After several conversations they refunded my £35 and offered me £20 good will! Considering the huge disappointment, the really late notification and the time spent on phone I consider the £20 INSULT! Not even the offer of another bouquet free for £35... lost a customer for life... and they wonder why they are going down the pan!... what an opportunity they had to put right and WOW a reasonably good customer...