Marks and Spencer Opiniones 

Went for just a coffee today in the restaurant, waited in the queue for over 10mins, seems very unorganised,shame really. But will avoid in future

Marks and Spencer are 1 of the best online shops. Delivery excellent. Refunds never an issue. Quality of clothing ,shoes great standard. Totally recommend and will continue to use

Josiane You should be ashamed of yourself!!!

I had the most upsetting experience recently in the Marks and Spencer store in Lewisham.

I was recently diagnosed with a brain tumour, and as a result I sometimes struggle with my balance, mobility, and processing information quickly. Before becoming ill, these were not issues for me. I have been a loyal Marks & Spencer customer for many years and have spent thousands of pounds in your stores. In my experience, most of the staff at the Lewisham branch are friendly, helpful, and professional.

Unfortunately, on this occasion, my experience was very different.

I usually prefer to pay at a staffed checkout rather than use the self-service tills. However, there were no staffed tills available, so I had no choice but to use the self-checkout area. I found the process confusing and the area was very busy. When I asked a member of staff, Josiane, for assistance, I found her to be rude, abrupt, and lacking in empathy. Rather than helping me, she made me feel foolish for not understanding how to use the till. It was obvious that I was struggling, yet she showed no patience or concern.

When I asked for her name, she appeared completely unfazed and even laughed, which I found particularly upsetting and disrespectful.

After completing my purchase, I was extremely shaken and spoke with the Food Manager, Stuart. During that conversation, I explained that I have a brain tumour and that this was contributing to the difficulties I was experiencing. I was disappointed that this information was not acknowledged with any expression of sympathy or understanding. While Stuart assured me that he would speak with Josiane, I was left with the impression that he did not fully appreciate the seriousness of the situation or the impact that her behaviour had on me. I may be mistaken, but that was certainly how the interaction made me feel.

I would be grateful if management could take this complaint seriously and investigate the matter. What should have been a routine shopping trip left me feeling humiliated, distressed, and unwelcome. It is particularly upsetting because Marks & Spencer has always been one of my favourite places to shop.

I hope appropriate action will be taken to ensure that customers, especially those with health conditions or disabilities, are treated with patience, dignity, and respect.

Not sure what is happening to this once great store. From reading reviews it seems even living in the Uk they are having issues. Live outside of the UK. They charge far more for delivery than other Uk retailers. It is taking longer and longer to arrive. Every time, the order is delayed without reason. Complain to customer services and all you get is the official, we understand your frustration blah blah. They really do not care at all. They are using a second rate delivery service and charging more for a snail service. This has nothing to do with local currency, more to do with ripping off their customers. Having shopped with them for many many years, I feel it is time to stop, which is unfortunate, but they are not listening to their customers.

On arrival my mother and I were greeted with warmth and exceptional customer service from Sparks representative Tracey (I hope spelt correctly) the moment I stepped into Kidderminster Weavers Wharf Marks and Spencer on the morning of Saturday, 09/05/2026 that I regret to say we had not received anywhere else for quite some time.
I would like to give a big thanks to Tracey, who seemed to work tirelessly to look after us both explaining along the way to non-technical people in great detail how we can access digital Sparks wallet which is a “game changer”.
We are inspired by Tracey who welcomed us and her personal commitment to making a difference and motivate a mother and daughter through unprecedented, difficult and challenging issues. Tracey’s approach embodies the Marks and Spencer way by her continued excellent customer service which helped towards finding ways to address issues, to do things differently, and make continuous improvement to my and mothers experience as a customer of Marks and Spencer. Thank you, Tracey!

Tried to make an amendment to an order they said they couldn't do it after 30 minutes - evens tho the order won't be dispatched until 12th may. Tried to then cancel full order which they would not do as its over 30 minutes.

So I returned an item . With my local post office last Friday . Large return . The printer wasn’t working so couldn’t print me off a return label /confirmation . Since then it’s never updated on system . I don’t know where it is ? Not much help with online customer support . It usually registeres within a few hours saying we have your return and it’s on its way back ? It’s been over a week now ? Can somone help me trace it please as it was a lot of money .
Order reference:
606-0064148-5014762
Return number:
2022355865

Absolutely shocking experience with M&S. Notified and returned an item to them for a refund with their 14 day policy. They initially disputed this and sent me an egift card to use with 35 days! Several emails later, they agreed I am entitled to a refund but wouldn't refund back to my card. They said they would send a cheque within 10 working days. Obviously giving me the brush off as no cheque has arrived and they are now saying it will take 6 weeks to get it back. I don't believe they ever intended to refund me and cannot be trusted. Will never purchase from them again.

Trying to get access to my credit card account via a small handset with a separate letter of code access. Peace in the Middle East would be an easier achievement. Absolute bag of nails experience.

M&S have lost the plot as far as clothes are concerned, sizes all over the place and some of the materials they use for dresses are horrible, not that I have bought any as I just walk around my local store and can't see anything I would spend my money on.

Update: M&S’s CRM provider’s solution is preventing reset password links’ emails to be sent to @me.com addresses.

A very kind support advisor (Jonathan) is keeping me up to date and will let me know when this issue will be solved. Hopefully this will also positively affect other customers.
It is July now. So this is happening for over three months!

Impossible to reset my password. Tech support suggesting troubleshooting steps when they are absolutely aware the reset pw emails are not being delivered because whatever big change you did internally wasn’t properly managed. Not sure you’re aware that data loss (such as losing existing account information), even accidental, IS a a personal data breach under GDPR

I was in M&S Newbridge Whitewater with my husband last week looking for smart casual trousers for him. I was disturbed to find that the changing rooms are mixed for both men and women. There are “glamour” full-scale images of women in various states of undress on the changing room doors and the route to the only changing rooms cannot avoid the bra section, with full-scale images of women in skimpy underwear on the pillars facing the changing rooms. I find this deeply disconcerting. It was not a comfortable experience waiting around the changing room with other men going in and out. 2 stars given only for the trousers we bought. The only advantage of going into the store is to try on clothing, but it’s not an experience I would gladly repeat.

Ordered a set of bedding on Tuesday and it was delivered by Saturday, very impressive turnaround! Quality great.

I genuinely cannot believe how poorly the online service at Marks & Spencer is managed.

I placed an order, waited, and then received a message that the items were out of stock and my order was cancelled — despite previously being told it was on the way.

Thinking it was just bad luck, I ordered again when the item showed up as available. And unbelievably — the exact same thing happened again. Cancelled. Out of stock.

This is beyond frustrating — it’s a complete waste of time and incredibly unprofessional. Showing products as available when they clearly are not, and repeating the same mistake twice, is simply unacceptable.

I expected reliability from M&S, but this experience has been nothing short of a joke.

Made an online order with them (for collection) and received a confirmation email from them. Waited 10 days for an email to instruct me to collect the goods and never received one.Only when I called was I informed the order was cancelled. No cancellation email sent. Customer service don’t see a problem with this. Joke of a company.

Ordered for collection on 18.03.26 supposed to collect 25.03.26 - email on 25th to say it would be delayed. It’s the 05.04.26 and no updates since. Money taken and no sign of item, tracking not updated. Disgraceful in this day and age when most stores manage next day delivery if not just as good. Disgraceful M&S - give me my item or my money back.

hello i would like to record my great assistance i received at
Marks and Spencer Shop in Hempstead Valley Gillingham Kent.
The assistant Scot was brilliant and very helpful.
thanks Bob

Today, Evri dilivered a Marks and Spencer package and placed (no doubt photographed by the driver) into my
delivery box. As I had ordered recently from M&S,
I distractedly opened the package. Inside this package were: 6 pairs of M&S ladies Knickers and a blue and white striped top and something else. All size 40.
I phoned M&S to give details of their customer's
completely wrong delivery by Evri. M&S firstly make it very difficult to speak to a human...so I persevered and eventually spoke to a disinterested call handler. He did not show any interest in the situation at all. He also suggested that I should drive around our neighbourhood to deliver the large parcel myself (!) doing Evir's delivery work for them. Or alternatively, the call handler suggested that I drive many miles away to hand thier order to an M&S store to hand the package in to them!! What world does M&S live in.
Now to the very serious and also sinister part of this
delivery which was so obviously dumped by the driver...I opened said delivery as I had recently online ordered quite a few things for an upcoming wedding.
I have been overwhelmed by my online odering for this family wedding, assuming it was for our family. It was not. Inside, i discovered 6 pairs of satin knickers, 2 lpieces of seperates. All of which are very person to the customer who ordered them (trustingly) with M&S.
I have the customers name and address and I also know how many pairs of knickers she ordered and her
size. This is a shocking, shocking discovery about one of my neighbours. When I called M&S helpline, asked them to contact their customer and assist as her order was not going to arrive. The call centre person had no interest that M&S had no interest in their customer not
recieving their very personal and private underwear order...for all the neighbours to know her size 20 and her knicker preference. M&S choose a famously maligned delivery company to chuck any old parcel into anyones delivery bin. This is a shocking breach of their customer's trust and confidence in M&S. Last year, customers were scammed because of M&S failings. Now I am to shocked to the intimate details of one of their customers. This is a shocking discovery and M&S simply do not care.

Complete hogwash!!!
Placed order online, told id received updates. Never did. Placed second order online and received updates and order while still not receiving update on first order.went to Liffey Valley and decided to check my order on machine. (Ready for collection) had I not checked my order it would have been returned and I would never have received any updates at all or known anything about the order. After emailing M&S numerous times I received email firstly stating they are dealing with lots of customers. Then I receive an apology but everything sorted because ordered collected. Then M&S had the audacity to send a £5 e-gift after completing getting an order misplaced, no updates and missing the celebration for my sister from her child abroad. I told M&S to take e-gift card back as this amount was insulting after this experience for both myself her child living abroad and celebration missed,as to this child the amount spent was a lot for him. I told M&S I felt the gesture of goodwill should have been better for the child’s disappointment. M&S had once again the audacity to say the e-gift was not to equate to monetary value spent. M&S have completely missed the point. A person’s child living abroad wanted a present for his mother which is extremely important when you are away from home. They completely let him down with the present and their apology was £5. They lack of empathy for their customers a child is disgusting and to spend as much time giving me excuses as they have answering emails from myself trying to get some sort of “good will gesture” for the child has completely gone over their head. M&S points received in their reviews I fully understand now after my experience with them. M&S charged the exchange rate plus plus on items in Ireland compared to England. I am disappointed disgusted with this and I am not at all surprised that their popularity is diminishing if this is the way they treat people. They constantly say feed back is so important etc etc, it’s not, they just go through the motions but don’t take the individual into consideration at all. They do not even deserve 1* in my opinion and reading reviews it seems to be this is the view of a lot of people. SHAME ON THIS COMPANY!

Marks and Spencer customer service very poor, I ordered an item from marks and Spencer which should of been ready to collect 2 days ago. I have received no notification to tell me if it's arrived or not, so I contacted customer services who took my order number and then just ignored me.