Marks & Spencer www.marksandspencer.com

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Marks and Spencer www.marksandspencer.com
★★☆☆☆
2.2
31.0% of users recommend this
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Latest Reviews

“M&S Rochester 4 seater sofa construction issues”

★★☆☆☆

written by NicholasCardenas1949 on 20/02/2022

Bought a 4 seater sofa from M&S last year.It is The Rochester Beautiful sofa at a good price. Delivery was ok considering a pandemic it was a couple of weeks out which was fine. The delivery men were professional and competent. However within a few months the supporting bar under the sofa used to hold it all together was poking through the cheap woven lining. Within a week a chap came to fix it. This was ok with me and he did a lovely job. I know a little bit about sofa construction as I sew and have made small items over the years. The best construction would have been screwed, glued and dowelling. This strengthening/support bar came away because it was stapled together. He was very professional and took the staples out and glued and screwed it instead. I am hoping this was a one off and I don't have any other issues with the furniture. so far it has been ok but I will not buy any upholstery from marks and Spencer again and stick to the clothes.

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“Disappointed, angry, frustrated”

★☆☆☆☆

written by defeated on 06/11/2015

On Nov 5th I tried to order an item online using the 20% off offer. After several unsuccessful attempts with the screen behaving strangely,wanting to return me to the prevoius screen all the time. I gave up. I have ordered many times on line quite easily, BUT NOT THIS TIME. I received a message today (6th) to say there was an item in my 'shopping basket' yes it was the order I'd had trouble with, but now the price was the FULL price, so I don't want this oder now. M&S let me down!

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“Neither Item received on the due date”

★☆☆☆☆

written by Benboy88 on 06/12/2014

I ordered two items (a gift card and a scarf)and paid a premium for these items to be delivered on Saturday 6th December. An email was sent 5.04 am on the 6th to inform me that one of the items would be delayed. I tracked the other item and was told it was on it's way (dated 5th December Royal Mail) The Royal mail website said that it would be with me by the guaranteed date of the 8th December and stated the items status was last updated at 1.00 pm on the 8th December. I'm writing this review on the 6th. I called Marks & Spencer Saturday morning and was told that 1 item would definitely be delivered today and the other on Monday. At 14.15 Saturday I had an email stating that the second item was on it's way. I called again and was told that both items would delivered on Saturday 6th December, but could as late as 9.00 pm. When neither item turned up I called yet again (17 minute wait) and was told I could now expect both items on Monday 8th December. I said nobody would be in on the 8th and I would rather cancel the order as it would have to be signed for. I was told you can't do that see our terms and conditions. " We shall be under no liability for any delay or failure to deliver products if the delay or failure is wholly or partly caused by circumstances beyond our control." The first agent I spoke to was helpful and cancelled the premium payment and said I would receive a gift voucher to the value of £5.00. As I will never buy any thing from Marks & Spencer again this was rather pointless. The other two were a waste of space, one telling lies ( Being told in the afternoon that Royal Mail would deliver when the second one said that could not be right as they did not deliver past lunchtime) and the other no help at all. She was the one who told me to read the terms and conditions. when I asked the first one to speak to a manager I was cut off. Never again.

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“POOR DELIVERY”

★☆☆☆☆

written by Johan145 on 20/11/2014

Ordered a simple order of a few pairs of mens underwear on 12th Nov, morning. Now late 17th Nov and nothing has arrived. M&S have charged £3.50 for delivery and sent e-mail simply saying "Dispatched" Is it any wonder that one of the UK's best retailers is losing sales and both profits and share price are going through the floor. Please shape-up or ship-out! NEXT offer next-day delivery if ordered before 10.00PM!!!!

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“terrible ordering system”

★☆☆☆☆

written by mattingley on 17/04/2013

I have tried to order more school shirts for my daughter, The website is consistantly saying there is stock and yet my order has been cancelled three times now. The exact time of getting the cancellation email I checked and there website siad there stock had actually increased. The stock levels make no sense and worse still they leave it until the last minute to inform you the goods are not going to be there for colection. When travelling to another town this is ridiculous. For such a large company a better stock system would be expected.Customer Service ignores requests for a manager to respond and just gives standard response. Very poor

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“Don't shop here”

★☆☆☆☆

written by flowerman85 on 30/11/2012

i wouldn't shop here again they took £25 from me then never sent the item out to me and never refunded the money back to me

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Isbell's Response to flowerman85's Review

Written on: 21/01/2013

My mother has a premier accout wit M&S and each year she recieves a voucher for a cream tea and up until this year we have throughly enjoyed this extravagence. However on the 20tth january 2013 we went to the Walsall store as the weather was bad to have our cream tea. I caught up with my 76 year old mother in the cafe only to find her near to tears as one of the assisstances was laying into her telling her she must have an egg and cress sandwich selection ( a filling my mother knows i dont like) My mother tried to explain that she was entitled to the sandwich selection only to be chastised again when the assisstant went to speak to the manager via a phone call. Afterwards she reluctantly made up the order having to go and get jam which she had previously told my mother they hadn't got. My mother was made to feel like a second class citizen who was trying to get some type of freebie, All id like to say is that if that's the attitude premier customers are to face when exchanging the vouchers STOP giving them to your customers.....they really aren't worth the humiliation!!!!!! ( may I add Both Tamworth and Wolverhampton branches made my Mum feel special for her birthday and were nothing but courteous).

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“The sorry tale of an M&S cardigan”

★☆☆☆☆

written by CastleTerrace on 25/06/2012

This is no ordinary cardigan. This is item T38 08996/5267. Bought on 25 February 2012. Worn 3 times. Large amount of pilling appears. Take item back to store. Staff inform that M&S do not see pilling as a problem. The customer does!! Staff say it is the type of material and nothing can be done. Two letters have been sent to M&S Customer Services. No reply has been received to either letter. M&S obviously source items from obscure corners of the universe where workplace conditions are abysmal and expect the customer to put up with atrocious customer service. This is no ordinary store. THIS IS YOUR M&S.

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“Dont use cash when using the in store ordering facility”

★★★☆☆

written by paulkidger on 15/05/2012

My wife went to M&S to buy a lipstick. There were none in stock so was advised to order. After confirming that the particular colour was current, she ordered 2 and paid cash, £6-50. 4 days later she was phoned and told that the item was no longer in stock and she would be receiving a refund as a cheque within 10 days. She was told that this was M&S policy and complies with their Terms & Conditions. A cash refund at the store was out of the question. We have written and complained that most of the refund will be taken up by charges and our costs. We also pointed out that why should we wait a total of 2 weeks plus cheque clearance time when it was their error.The Terms & Conditions on the back of the order make no reference to refunds when the cause is that of M&S. So far the only replies keep quoting that these are M&S Terms Conditions & Policies and that a cheque refund is the most convenient. Convenient for whom? When a customer takes goods and doesn't pay, it is called shoplifting and is criminal. When M&S take a customers money, fail to deliver the goods then refund after a total of 3 weeks a depleted sum, it is called M&S policy. Come on M&S, start thinking about what is fair to the customer. When you have made an error, you could do more to correct matters. Advising my wife simply to visit the store and in place of the goods collect the cash refund would have worked, avoided the delay and above all ensured that she had not lost any money because of the error. If your finances are so tight that you have to withhold refunds from customers in this manner, you are in a very poor financial state indeed. My advice to anyone placing an order with M&S, even for something small, is to not use cash. The M&S systems just cannot handle it. Use a card so that if the order goes wrong, the transaction is not processed. I am awaiting a reply from the M&S Executive Office which I hope most sincerely, does not quote the Terms Conditions & Policy yet again.

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Paulkidger's Response to paulkidger's Review

Written on: 19/06/2012

An update on this item.
There have been several exchanges of letters with M&S concerning their refund arrangements. M&S have quoted compliance with their T&Cs as justification of their actions. Finally I have received acknowledgement that these T&Cs are not readily available to the customer' eg not appearing on the reverse of the order form. So M&S have been wrong by using non available T&Cs to dismiss my complaints. I have told M&S that I charge £50000 for cancelled orders. It is in my Terms and Conditions. M&S have set the precedent by not requiring T&C to be available to the parties involved, so I have a clear conscience in not having my T&Cs available.
We are still being told that it is more convenient to take a cheque to a bank rather than pop into the store to collect a cash refund.
Now we are being told that orders are handled by Contact Centres and Direct Service. Sorry M&S my contact with you is your sales desk. What goes on away from the sales desk in your organisation is your business and is on no concern of mine. Please do not try to fog the issue.
Come on M&S. Admit that your refund arrangements are unfair to the customer and pay up the cost associated with obtaining my cash refund.

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“Suit Return”

★☆☆☆☆

written by Fhil on 28/04/2012

I am appaled by the customer service at Marks and Spencer. I bought a £200 suit a week ago wore it twice at work and noticed the crutch on the trousers was wearing through. I returned it thinking that this would all be under warrenty, only to be told they could not refund my money. They had the cheek when I asked to speak to a manager to get a security guard to stand next to me noting down everything I said. Both the wife and I were totally intimidated, and the manager refused to refund the money and said that the suit would have to be examined by the "toxicology" department?? This wouuld have to take 28 days even though they agreed the suit was faulty. I have complained but am not sure that this will be treated quickly. I will never ever shop there again and will make sure that everyone I know is also warned off!

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“Very well satisfied”

★★★★☆

written by on 29/03/2012

We like the service, the quality of your goods and your Staff's attitude towards your Customers.

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“I absolutely love my new bag which was fantastic value...”

★★★★★

written by on 20/05/2011

I absolutely love my new bag which was fantastic value as the quality and look was amazing.
The whole transaction was smooth and easy.

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“Sofas were advertised as being 50% off. Full price...”

★☆☆☆☆

written by idontbelieveit on 18/05/2011

Sofas were advertised as being 50% off. Full price approximately £2500. The sofas were very basic small scale, very short from back to front edge. Marks and Spencer then charged me £100 to return the sofas. The reason for this is the sofas were made to order. Made to order at 50% off!!
I have never heard of something being discounted by 50% before it is even made.
I think this is a scam. Marks and Spencer are selling cheap sofas and pretending they have this fabulous discount. Buyer Beware! £100 to return these shoddy sofas, we feel cheated and will never trust Marks and Spencer again. I spoke to someone I think called Jefffries and he couldn't care less.
I grew up with Marks and Spencer and have been shopping there for fifty years. In the last few years it has changed beyond recognition. Once I bought everything there,; pet and travel insurance. Now I will only shop there if I can't find an item elsewhere.
I know this review is unlikely to be shown on the website.

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“I ordered some cropped white trousers and i had read...”

★★★★★

written by on 18/05/2011

I ordered some cropped white trousers and i had read the reviews on them and the comments were correct.although they are quite expensive £40 they are perfect fot wise and quality wise.The swim shorts i ordered for my husband are good quality and fit him perfect they are north coast palm print.so i am one happy customer

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“Butterfly Dress. Great and flattering style, good...”

★★★★☆

written by on 12/05/2011

Butterfly Dress. Great and flattering style, good length just wish you had more dresses in this style in more than one length. Website poor - it would be good to have few more details with actual illustration i.e. measurements length etc. Appear to have limited selection for the older woman who does not want to be frumpy but this dress is perfect. Please can we have more like this.

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“ ”

★★★★★

written by on 10/05/2011


Ordering online quick, straight forward, stated delivery choice on time(this was to local store).
Quality of product very good value for money.

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“In 2006 i purchased a large 2 seater sofa bed plus...”

★☆☆☆☆

written by on 05/05/2011

In 2006 i purchased a large 2 seater sofa bed plus armchair and footstall, in Gold velvet it is the worst thing ive ever brought. i have had the upholster out 3 times. its the most uncomfortable settee ive ever owned. im a pensioner and cant see ever being able to afford ever to buy more furniture.

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“I am extremely unhappy with my Mother's Day flowers I...”

★☆☆☆☆

written by on 02/04/2011

I am extremely unhappy with my Mother's Day flowers I ordered online! Firstly it arrived on Saturday...whilst I payed for them to be delivered on Mother's day..that is why they are advertised as Mother's Day flowers! There was no option above for before time! Secondly the flowers said Happy Valentine's day on them! How inappropriate and a waste of my money. Serves me right for not going with interflora! I think it is very sloppy of M&S!

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“Having just been diagnosed as being Coeliac, i was...”

★★★★★

written by on 04/02/2011

Having just been diagnosed as being Coeliac, i was feeling rather down, thinking of all the things i would no longer be able to eat.I picked up your latest Magazine in store and was delighted to find your article YOU ARE ON A GLUTEN - FREE DIET & that you stock a range of gluten free products in your stores.Thank - you so much for making me feel so much better.I then bought the Almond frangipan tray bake as pictured which was delicious.Things are certainly looking up.Many Thanks to M & S.

Anne Owen 5 Shearbrook Lane Goostrey Cheshire

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Guest's Comment

Written on: 24/08/2011

Hi there. Just thought I'd give you the heads up that at Christmas Marks & Spencers do a fabulous gluten free hamper. I order it every year for my mum as she too has coeliac disease and also a wheat intolerance.

Regards

Jo

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“I tried to access your website to win a sweatshirt. I...”

★★★☆☆

written by on 03/02/2011

I tried to access your website to win a sweatshirt. I say I tried!! This offer was in the current edition of Your M&S (Jan/Feb.) Honestly why do you make these things so difficult, do you never actually access the website yourselves. Well I searched and searched, I even searched for competitions. Nothing doing. Then how about the customers who do not have a computer, how are they supposed to win these things there is no address to write to. I thought maybe the competition had closed, but no it doesn't close until 25th February so I shall have to keep searching. Make things simpler.

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“I recently bought the dine in for 2 for £10 what...”

★★★★★

written by vivienne edwards on 21/01/2011

I recently bought the dine in for 2 for £10 what fabulous value for money, it was like bringing a restaurant to your home!I had a rottiserie style chicken,potatoes in rosemary,a gorgeous strawberry trifle and a bottle of Ke cabernet sauvignon red wine all for £10!As I cannot afford to dine out as much as I would like it was the next best thing and took the sress out of meal planning.Cannot wait for the next dine in for 2 offer well done M&S

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