Marks and Spencer
Reviews and Complaints

I have ordered a sofa bed, with an original delivery date of 8th December. I was informed the item was out of stock and a new delivery date of 21st Dec was agreed. I received a text yesterday advising that the delivery timeslot for today was between 15:15 and 17:15. This morning at 10:02, I was contacted from [protected] to advise that the delivery team were running approx. 1 hour late. At 16:49 I received a text to say the delivery team was in the area and I should expect them to arrive within the next 30 mins. At 18:12, I contacted the mobile number who had called me at 10:02, it went straight to messaging. I sent a text asking for an update. As of now (19:15) I have heard nothing from them.

I contacted the M&S number (or so I thought), which is actually Wincanton at 18:45. Jonathan could not help me; he had contacted the depot who were trying to get in touch with the delivery team. He couldn't give me the depot number, so here I am, totally frustrated and not impressed at all with M&S. The fact that you choose to outsource your delivery should not be my problem. No-one seems to be contactable about my order and it is looking more and more likely I am not going to get my sofa-bed today. I am currently onto M&S complaints line and have been on hold so far for 21 minutes!

My order number is HD1001530374 - although when I tried to complete an online query this order number wasn't recognised. In addition, the chat number quoted on the Wincanton line is a digit short and therefore cannot be used. All in all a shabby service so far.

Please call me urgently to discuss this - Gill Thompson, [protected]

[protected]@btinternet.com

Hello I was in your food hall in Brighton this afternoon, 21/12/22 entering at 2:15. I went to the food hall to pick up 3 items and was astounded by the length of the queue for the self check out. I decided to go to one of the tils operated by a staff member which was also a long queue but seemed like it might be maybe a 15 minute wait rather than a 25 minute ordeal. There was a lady at to top of the queue who was extremely frail and very disorientated. She halted her check out at some point and asked for a manager. When a manager finally came along, her query was dealt with. Then the lady had a difficult time paying as I think she couldn’t remember her pin. So that was dealt with after 5 or so minutes. The lady was then unable to pack her groceries and she had a massive amount. I noticed many members of staff on the floor and not one stopped to help her. Finally the cashier left the til and came round to help her, which was nice but there were many other staff members on the floor that could have easily done this. The lady then did not like the way the cashier packed so wanted her start over several times. I finally had to abandon my place in line and go to the cs desk/check out point. I mentioned to the lady at the customer service desk that someone on the floor should have helped the poor lady so that the cashier wasn’t taken out of action. The customer service lady’s attitude was that it had nothing to do with her. So gaslighted me. After I checked out, I went to find a manager and when I finally did, she patronized me but left me feeling ignored and like an irritation, also gas lighting me. I know the names of the members of staff but choose not to use them. It’s Christmas time after all but I want you to know that M and S has seriously gone way downhill and seems to care little about their customers. I waited over a Full half hour in a queue to pay. This is not acceptable and I was treated badly by both the lady at the customer service desk and by the manager.

I placed an online order for the delivery of a plant for my Mother, this was to commemorate the first anniversary of my Father's passing. It was ordered to arrive on 26th November, I checked it's status on 26th November and it said it was out for delivery. The plant didn't arrive on this date, I gave it a couple of days and then phoned the helpline, I was told it was in transit and would arrive that day. Considering the day meant so much to my Mother and myself & I could never get that day back I was still upset it hadn't arrived on the day specified, it had said, 'on or before 26th November'. Again the plant didn't arrive, I phoned the call center in India at my own expense again to be told again that it was out for delivery, when I asked to speak to a supervisor my call was terminated by the party on the other line. I then tried the online chat, after explaining the situation I was told it was the carrier that was at fault and again the conversation was terminated without an end to the conversation.

I have since exchanged several emails, none of them with a satisfactory conclusion and each with a different person, they said they had read previous conversations though it was evident they hadn't.

I was asked rather bluntly would I like another plant delivered or a refund, I thought I was entitled to both to be quiet frank after all the upset and anguish it had caused so I refused, the next email I received said they were just going to refund me. I asked who had authorized this as I was yet to agree to that and I haven't received a response. I really do think this customer service is shocking and it was most hurtful to my Mother and myself.

Placed order on 18th November, yet I still have not received it, despite several calls to their next to useless overseas call centre. I've also sent several emails, which have still not been replied to. I even received an email from their chosen courier 'EVRI', which was meant to go to M & S customer service, telling them to wait a further 10 days then just go through their claim system if their customer(me) hadn't received it. We're talking £625.00. Until M & S STOP using Evri, I will NOT be doing online shopping with them. I have spoken to many employees of M & S who all say they're having LOTS of complaints about their delivery service and their overseas customer service call centres. M & S, more stores will be closing if you don't change your way of operating, as you're certainly not caring about your customers. Definately get rid of EVRI and your overseas call centres as they are both damaging your brand. It's  disgusting how you're treating your customers!

hi i was in your Enniskillen store on Thursday 01st December 2022 at approx.

1.30pm.

I went to use the toilet before i was going to the cafe.

The toilets were an absolute disgrace.

One was locked out of use and the one i used had wet paper towels all

over the floor the floor was wet there was empty toilet roll dispenser the bin was overflowing and i just had no choice but to use the facilities but myself and another lady who was waiting were not happy at all with the cleanliness of the toilets.

I bought a jaeger shirt for my sons Christmas present. Unfortunately due to illness he requires a smaller size.

I hadn’t realised you had a 30 day policy.

The shirt is in original wrapping, plus package it was posted to me in.

I don’t want a refund just an exchange.

The shirt was £68.00 and obviously a lot of money for a pensioner to lose.

I appreciate the present is 3 months old, but it was bought for Christmas and I hadn’t realised there would be a problem.

I appreciate your policy, but would appreciate on this occasion if you would allow an exchange for a smaller size.

Kind regards

Carole Davies

My wife and son visited your Fosse Park (Leicester) store on Tuesday and used your toilet facilities. However, both male and female toilets reeked of the smell of urine. It was over powering and my wife noticed other users complaining.

I would have thought a store like M&S would pay heed to the regular cleaning of these well-used facilities.

This bad experience marred my wife's and son's visit. I look forward to receiving your response.

Andrew Gallant

Melton Mowbray

LE13 0AP

Order date...17th November 2022

Delivery date Paid for...18th November 2022

When my order failed to arrive, I contacted customer services. The helpful lady identified my address had defaulted to my old address (even though I have had a couple of orders recently delivered to my new address). She called ENVI to inform them of the error and assured me that my parcel would be delivered within 24 hours. When it didn't, I called your CS dept again. Despite 3 consecutive phone calls and 24 mins on HOLD, my case still hasn't been resolved. I have no idea where my goods paid for are... nobody is giving me answers or trying to remedy the issues. I have requested a senior manager to call, but again still waiting. This order might not be massive (£150+) but in the day and age I could have shopped at an alternative store and received goods (and potential cheaper). TO SUMMARISE I AM DEEPLY OFFENDED THAT YOUR ADVISORS CAN NOT RESOLVE THE ISSUE BY JUST SENDING MY THE ITEMS I'VE PAID FOR. THE ERROR OF THE ADDRESS IS YOURS (that was noted and agreed with one of your advisors) BUT TO KEEP ME ON HOLD AS LONG AS I HAVE THIS AFTERNOON IS UTTERLY DISGRACEFUL. NOT THE M&S I'VE GROWN UP WITH!

Michaela Gunney

I purchased Chocolate melt in the middle pudding as part of £12 meal deal.

I must bring to your attention the disappointment of the aforementioned mentioned pudding.

I’ve been a baker for 44 years and know when something is wrong.

All you can taste in the pudding is cocoa powder. Whoever your supplier is needs to understand you cannot flavour a chocolate with the amount of cocoa powder they use in this recipe. It was totally disgusting & spoilt our Saturday evening meal.

No response to 5 emails.

Ordered twice an Autograph leather biker jacket at £250 (£500 out of my account for 4 days) for an item that was never in stock, on the first day I was due to collect a generic email sent saying it’s not in stock, on the day of collecting! Second time (2nd order) on the day of collecting I received an email from PayPal not m and s that I was having a refund!? If it’s not in stock remove from your website! Compensation and an apology requested. No response to five emails?!

OrderNo. 710714/Q

Product Code MSDSUM010

order number5266171642

Despatch Date12/11/22

Details of the subject order:

a)The box was left at the doorstep on its end. Arrows on the box specify that it should be horizontal , NOT on its end. The carrier should have photos of it on the doorstep

b)The box was opened at about 16.30 , 13 Nov 2022.

c)The contents were with blooms at the bottom, stalks at the top and the blooms and foliage had been damaged

d) for info:The box had been damaged and repaired repaired at one end with brown "masking tape". The tape , approx18 mm wide appeared to be the same as the tape securing the paper around the flower bunch

If photos of any of the above are required , they can be provided.

It was a present from our daughter. We were disappointed.

Regards Maureen Briston

I do not shop at Marks and Spencer to be treated the way I was at your Merry Hill Store today.

I duly joined the queue to purchase coffee and was subjected to the personal likes and dislikes and opinions of the serving staff.

The queue was quite long and getting longer but the staff were flitting about doing everything but serve the burgeoning queue.

As I became the second in the queue I passed the first in the queue (it is quite a long counter) only to be ignored by Staff who proceeded to serve the third in the queue completely ignoring me.

I asked a member of staff if she was going to serve me to which she replied that if I joined the queue at the rear I would be served when my turn came.

I pointed out that I was in my correct place in the queue but I was ignored until another two customers were served.

Eventually I did get served but with the accompanying remark of one member of staff to the other that all other people in the queue were waiting their tur ' Not like this nice gentleman' said quite sarcastically.

03/11/22 11.27 [protected] [protected] (Details from recipt.

I do hate to complain.

Today i opened the package of a pair of ankle grazer trousers.

They fit well so i decided to keep them but i have returned the other 4 pairs from that order because they are too short.

Order number [protected] is the order i am referring to and the green pair of ankle grazer trousers.

On the waistband there are two quite heavy markings and you can tell its from a trouser hanger possibly the way they are stored within your warehouse.

I just want to point this out to you because its not a very appealing site to see these marks on the waistband.

I look forward to your reply and can send photograps if requested.

kind regards,

wendy stubbs.

First and foremost I am adult black male in my 30. Which has shopped at the Marks and Spencer 2 Sunset Walk Saxon Gate East Store Central Milton Keynes MK9 3PD. 01908 [protected] VAT No GB2321288992. Receipt Authorize number 89244Z. The amount upon check out was £74but the receipt says £68.80 which this the third time this store has attempted to discriminate after shopping with them since 2017 and spending a minimum of £70 or more at this particular store. This what been happening i been using the same American debit bank card to pay which I have to sign my signature which my signature is on the back of the card which I show the mature fat assistant store manager for verification each time. What her and the store have been routinely doing is giving me the wrong portion to sign which she did today placing it in the voucher slot of the self service tills which the normal service tills lines this happen today to be fill. So I took the self service which she scan a same time for another white customer and took off the alarm off if the sterling steak package which do not have any pricing on it at first on the selves. Let me pay for the items which was three packages two twin sirloin steak and one rump steak. Which the same fat mature assistant blond manager watch me walk out of the store and let the alarm for the store go off while she press the button to clear the theft alarm which the whole entire store looked at me as I went out and I then went out through the store exit door facing the parking lot facing the church chapel and return to see what I think they were attempting to which was ro racially profiled me, discriminate and persecute me as a black person and demoralize my character. The security guard keep walking me up and down following me and this Indian store employee I went to the male general manager of the store and should him my American bank card app which shows $84 and that to tell him what is happening that my signature portion which should apart of the receipts is being check by third parties that don’t work for the store and and possibly photoed which breaching my data under the GDPR act my American bank debit card does not have contactless option and as my bank in a,Erica do not issue that type which is not used in the UK, also the card readers do not give me the option for some reason to enter my pin meaning if I was to loose my card and someone fines it they could use it and attempt to use my signature on the back which that said female assistant store manager authorized the signature after publicly humiliating me. I have never felt so discriminate, racially profiled in my entire life expect for the same day the Super drug city center central Milton Keynes store Muslim female pharmacist did the same thing it’s trend to show the public that I going in stores and stealing. The American bank payment in USD came out to $89.00

Saturday 22nd October 2022. We went to the Matlock Foodhall. we always have Sourdough bread which we have had from your Derby Centre, Giltbook, Kingsway etc. We always find your staff very helpful and friendly; we do spend a lot of money with you on food and clothing. I had to ask if there was nobody on the bread counter and a guy did come who was very unresponsive, I asked if he had got the bread we wanted, he just said don't know what you are talking about its that take it or leave it. I said I would take it can you slice it, "no" it is as it is, can I have a bag, which he flung a bag at me which had a whole in and the bread fell out. I did tell a member of staff in store at the time. I had my grandchildren with me who both said how rude. My husband said let's get out of here. We payee and left. I will never go to Matlock again

Dear M&S Customer services,

I took my 85 year old mum into your M&S cafe at Fort Kinaird at Newcraighall Edinburgh.

To say the least your hot cheese and bacon sandwich was absolutely disgusting - soggy bread and such a very small amount cheese on the middle of the sandwich. The cakes were also very dry/stale. The food was not edible. We normally eat in your cafe on a weekly basis as my mother enjoys her outings.

Receipt attached for food

Kind Regards

Mrs Warren-Nicholls

My Email address

[protected]@yahoo.co.uk

I bought this Aorak 1 year ago and I have only worn it at the most 6-7 times.It is now falling to pieces all the elastic stitching around the left hand sleeve has come undone so I have one tight ended sleeve and the other loose and just floppy.When your clothes were St.Michael they were very well made and lasted but now they are all made abroad and they are rubbish.It is only your food sales that are keeping M&S afloat.I only purchase your food but as all your clothing line it is sub standard.I read in the paper yesterday that M&S are closing quiet a few branches but not their food hall in fact I am led to believe that more are opening.Your food is marvelous but your clothing is rubbish.

Hi

I am a regular shopper in your food store in Chalfont St Peter Bucks

You have recently installed a new self scan system in the store, quite frankly it is not fit for purpose

Every time I go there it double or sometimes triple scans items, you then have to wait for a member of staff to come and amend the screen

Meanwhile every other customer has done the same thing, Therefore, you end up waiting for such a long time to get it resolved

I will no longer use this shop whilst this system is in place or until such time you amend the fault

The staff in this store are lovely and very apologetic, they are getting constant complaints

The self scan system is supposed to be a faster system of shopping, but the delays this causes is unacceptable and more frustrating than it should be

I would be grateful if you could stop inconveniencing your customers and replace this awful system

Hi there I placed an order on October 3rd, 2022 (logged in as guest [protected]@hotmail.com). Unfortunately on this occasion I did not receive an order confirmation email as in previous orders placed, but the transaction went through on line and delivery confirmation of the 4th of October.

The order was for a flower delivery to my Mum at 7 Middle Close, Appleby in Westmorland, Cumbria CA16 6SD.

I had requested next day delivery on 4th of October, 2022, the delivery was to mark the anniversary of my Dad's funeral, at no point was there an indication of delivery issues/delay on my order.

My mum received notification yesterday that the delivery [protected] was delayed at the sorting office.

A further notification was received today that delivery would be between 7.00-8.00pm this evening. She has since confirmed they did arrive, flowers appear to be ok apart from a couple of the sunflowers wilted and the box in which they arrived in was badly damaged. We do have pictures but may need to send in separate email as will not allow me to upload in space below as a PDF.

I appreciate that we cannot always predict delays in deliveries, I live in Canada and I often use M&S UK to send gifts/flowers to my Mum but my concern is that the fresh flowers have been in transit since the 3rd and only now arrived on the 5th, had I known at the time that delivery on the 4th would not happen I would have not placed this order with M&S. Concerns also given flower delivery and poor condition of the box that they arrived in - clear indication that these were not handled in an appropriate manner throughout the delivery process.

I have had the socks since last year, with no problem. Now my eczema is playing up, each time I wear the socks, my ankles become very red & itchy. So much that I cannot wear them. Are the socks treated with something that might cause the discomfort? I use Ecover washing liquid, & no soft rinse.

Please can you offer me a reason for the itchiness?

Thank you

Sylvia James.