Marks and Spencer31 reviews
This score is based on 31 genuine reviews submitted via US-Reviews since 2020.
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DHL marked it delivered but the note said “signed by destroyed.” I rang DHL and they confirmed it was damaged in transit — at least that cleared up the mystery, so small relief there. M&S? Radio silence. I’ve emailed, no proper way to report a missing or destroyed parcel, no apology, nothing. It’s been almost a week and I’m still stuck — no refund, no answer. Mildly grateful the tracking wasn't lying, but frustrated with the lack of customer care. If you like their stuff, go ahead — but maybe don’t send surprises overseas without checking the support first.
Almost gave up, then saved
the store manager said sale items have a shorter refund window and that it was "common knowledge." The online customer service rep I spoke with didn't offer much help either, just told me there was nothing they could do and suggested I try another store. That annoyed me, I won't lie. But the rollercoaster flipped. I walked into a different branch, explained the situation, and the person at the counter actually used discretion and issued a credit note. Right then I felt relieved and oddly pleased — that was the moment I knew it would be okay. It didn't erase the earlier bumps, but it did show some staff will take a moment to help. So yeah, mixed experience, but a good ending. I'll keep shopping here — the clothes are solid and once they stepped up, I was happy again. Small patchy service aside, I'm glad I stuck with them and I'll return soon.
Done with their uniform service
I won't be ordering kids' uniforms from them again. I've used M&S for years for school stuff, started around when the eldest began school, and at first it was fine — decent fit, okay quality. I ordered late August this time and the parcel never showed. What followed was a lot of back-and-forth where they insisted the parcel had been delivered and sent a photo with a random signature I can't match to anyone here. I kept saying I checked with neighbors and the garden (yes, checked, several times) and they still asked me to send the same missing-parcel declaration repeatedly like it was the first time. It felt uncoordinated and pretty bureaucratic. On the plus side, I'm actually a bit relieved it pushed us to try other brands — Zara's delivery and styles have been easier for us lately, so glad we found an alternative. Also, the clothes seemed a notch lower in quality than a few years ago, so that's another reason to stop. Not angry so much as disappointed and ready to move on.
Nearly didn’t believe it would work
the person I spoke with actually knew their stuff (not just buzzwords), which was a relief. They dove into the transaction history and started tracing things across wallets; that technical tracking is what I’ll remember most. It took a little longer than I expected and there was a fair bit of paperwork and back-and-forth with my bank (annoying, but maybe unavoidable), but their updates were clear and steady — they didn’t vanish when things got messy. The surprise came when a large chunk of the funds was recovered; I didn’t expect that outcome given how anonymous crypto feels. My only gripe is the cost and some unclear timelines up front, which would have helped set expectations. Overall I’d call the whole experience practical and cautiously hopeful — they were professional, empathetic, and actually recovered more than I thought possible.
That quiet second I saw the refund hit my account
I remember coffee stains on my laptop from the day I ordered two coats online because I couldn’t pick just one — classic first-world problem. The site looked slick, checkout was easy, and I thought, “I’ll just send one back.” Used the return label a couple days later, mailed it, and got an email saying refund issued. Great, right? Not so fast. For weeks I was on hold more than I’d like to admit, chasing a payment that apparently had been “issued” ages ago. I called, they re-issued, I waited, I called again, hold music became my new playlist. It was annoying, low on confidence, and yes, I almost packed it in and disputed with my card company. But the moment I knew I was actually satisfied — the moment I relaxed a bit — was when I finally saw the transaction land in my bank. Just a little ping and there it was. Not perfect: the customer service felt patchy, and I wish they’d been clearer and faster, and sending proof of payment would’ve helped ages. Still, in the end the money returned and the coat I kept fits like I hoped. So, mixed bag: frustrating road, decent outcome. I’d use them again but I’d keep records and screenshots this time, for sure.
Looks full on the outside, not so much inside
I'm done giving them the benefit of the doubt. I bought a grab-and-go wrap I rely on for rushed lunches and commuting days, and it was visibly packed full on the shelf — but when I opened it at noon half of it was just air and the filling was concentrated at the ends. That's annoying when you're counting on a decent meal between appointments. I took pictures, kept the plastic and the barcode, sent everything over to customer support and they came back asking for more proof. That felt like a stalling tactic. I've shopped there for years and even boosted my spend during their IT trouble to be supportive, so this felt like a betrayal more than a minor hiccup. The wrap itself tasted fine where there was filling, so it's not that the product was horrible. It's the presentation and then the way they handled my complaint that left a bad taste. If you're like me and buy something quick for work or to feed a kid on the go, you want it to be honest — not puffed up to look better. Lesson learned: keep the packaging, the date codes, receipts, bank statements, everything, because apparently they'll ask for it all. I won't say they should be boycotted; they still sell decent stuff. But after this, I'm moving most of my regular spend elsewhere. Disappointing, and avoidable.
The sad, saggy wrap saga
the flavors were decent, so if you’re not counting every millimeter of filling, you’ll probably be fine. I’m not saying the company is irredeemable—service was slow and a bit dismissive, but the product itself does the job when you’re sore and starving. Still, loyalty matters and this rubbed me the wrong way; after years of shopping there and even boosting my spending during their rough patch, I’m rethinking where I spend my money. Small things—like actual filling distribution and a human reply—would go a long way.
Late surprise, good biscuits
I remember rushing around that Saturday like it was later than it actually was — I’d ordered an afternoon tea letterbox gift because a coworker had raved about it and said “you should try this, it’s brilliant.” Placed the order days in advance with a guaranteed Friday delivery, so I felt safe. Friday morning I even got a confirmation saying it would arrive that day. Then, late Friday, an email that it was delayed till Saturday. Tracking? Blank. Completely useless. I phoned on Friday to check and asked if they could just refund it so I could sort something else for the celebration — the rep promised Saturday delivery and basically said no refund then. The call ended in a weird silence, like cut off. No delivery Saturday. Sunday call told me Monday, at which point I’d pretty much lost it — my confidence, I mean. That rep finally agreed to cancel and refund, but by then it was too late; an elderly couple missed a surprise that I’d planned.
Delivery let-down on a simple chest
design and price looked okay and would’ve worked for daily life, but the delivery experience wrecked it. If you’re thinking about ordering furniture from them, be aware it may be handed off to contractors who don’t follow through. I wanted to sing their praises because the piece would’ve been great at home, but service matters as much as the product. I’m moving on and buying locally instead.
Halfway Down the Hall
good customer-facing staff on the phone, decent-looking furniture design, and then a delivery experience that undercut the whole thing. It’s not completely broken — when teams want to do right, they can — but right now the chain is only as strong as the weakest link, and delivery is that link. If you’ve had good experiences elsewhere with in-house delivery, this will feel like a step back. I won’t be risking another large purchase until they sort the logistics.
Fresh orange juice
I bought a gallon of orange juice from that store the other day, and to my dismay, I realized it was expired. When I returned it, they weren't very helpful and pretty much just said too bad. I even tried reaching out to customer service, but got the same unhelpful response. Wasn't too happy with the service or the quality of the product.
M&S chocolatey biscuit egg
The chocolate biscuit egg from M&S was so pretty and yummy, but dang, that thick chocolate shell was a pain to crack open! I had to bust out a hammer just to get to the tasty shortcake pieces inside. So frustrating! The flavor was great, but that design flaw seriously took away from the whole experience. What a bummer!
Melton Mowbray Pork Pies
The Melton Mowbray Pork Pies I got from this shop were alright taste-wise, but nothing special compared to other places I've tried. The worst part was that after eating them, both me and my partner couldn't stop burping all day long. It was pretty uncomfortable and definitely put a damper on our day. I wouldn't suggest getting these pork pies from this store if you want a tasty and enjoyable snack.
Tiny clothes, expensive returns
I bought some clothes that were too small, and when I tried to return a t-shirt and a blouse, it cost me 9 bucks. That's super pricey just for sending back some clothes, ya know?
Sofa purchase with interest-free credit
I recently bought a sofa at the store with the interest-free credit option, but man, let me tell you, the customer service was terrible. I had the credit agreement all set up, but when I got there, they acted like they didn't even know about my order. It was so frustrating to deal with their disorganization and lack of communication. Really put a damper on the whole shopping trip.
Yucky chicken and mushroom meal
I went and got this chicken and mushroom dish from this spot and let me tell you, it was not good at all! The taste was just alright, but the chicken was all tough and unpleasant. I was really bummed because I had high hopes for it, but it was a huge letdown. I even got two other dishes to sample, but this one really turned me off from trying anything else.
Jacket from online sale
I recently bought a jacket online during a sale, but didn't feel well so I couldn't try it on before the return window closed. When I got in touch with customer service to explain, they initially said no to the return. I was pretty frustrated because I didn't think they were considering my situation. However, when I took it up with the M&S Executive Team, they made an exception and took the jacket back. The Executive Team went above and beyond, even organizing for the jacket to be returned from a store so I didn't have to deal with the hassle or cost of mailing it back. I was really happy with how it all turned out and the level of service I received, especially given my circumstances.
Black short sleeve linen jumpsuit
I just got this awesome black short sleeve linen jumpsuit and let me tell you, I am seriously impressed with how nice it is. The fabric feels super luxurious and the style is so classy and easy to dress up or down. It was priced really well, especially for how great the quality is. However, I did notice that it runs a bit small, so I had to go up a size. Luckily, the bigger size fits me just right and I couldn't be more thrilled with my new jumpsuit.
Cashmere cardigan in turquoise
I just bought this really nice turquoise cardigan that's made out of cashmere. The quality is amazing, and it looks like it's been really well made. The price was actually pretty good compared to other cashmere stuff out there. I've always loved this brand's cashmere stuff, and this cardigan definitely lived up to my expectations.
Recent clothing purchase
The customer service at this store is top-notch. When I walked in, they greeted me with a friendly smile and offered to help me find what I was looking for. The staff really knew their stuff and guided me through the store without any problems. Checking out was a breeze, which made my shopping trip super enjoyable. I was really impressed with the service overall.
About Marks and Spencer
Marks and Spencer Group plc (commonly abbreviated to M&S) is a major British multinational retailer headquartered in London, England. It specializes in the selling of clothing, home products, and luxury food products. M&S was founded in 1884 by Michael Marks and Thomas Spencer in Leeds. Over more than a century, the company has grown from a single market stall to become an international retailer known for its commitment to quality, value, and service. M&S operates various stores across the UK and has a growing international presence. The company is also known for its emphasis on sustainability and ethical sourcing.
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Categories Marks and Spencer
Online Shop | Fashion | Home and Garden
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Last update: October 2025
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Review with most votes
Big store small pricing
Excellent Products either men or women and kids Normally every family have these three sizes of apparels shoes or any wearable articles.Everything is available for all seasons.... Read onBy: Marie