Marksandspencer reviews

Marksandspencer reviews

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WHY DO M & S WHITE BRAS GO GREY AFTER NO TIME AT ALL

I used to love M & S but their clothing quality standards have gone seriously downhill.
Elasticated sides of bras go grey after a few washes. This seems to be totally acceptable to a member of staff in Orpington store, she said that is what all underwear goes like after a time. My only comment is that mine dont. You buy white bras and expect to use them as white bras. She then tried to blame my washing of them. I dont know what is acceptable to her in the way of clean white washing, but it is certainly not acceptable to me. I have had forty year experience of washing, and I know what I am doing, it quite disgusted me that she inferred that. Unless somebody give me a good explanation of why this happens, I wont purchase anything in the store in future. I believe the cost is between £18 and £22 each pair over the course of time that I have purchased them.
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I thought that this was a brand to trust......

I placed an order and the collection date was Friday 28.03.14 (From the store in Cowley Business Park, Oxford. I walked to the store during my lunch break however I was advised that there had been a delay. The member of staff apologised, took my phone number and promised to call me back. I had no call-back, no email, no text in fact no communication at all. I walked back to the store today, the person on the orders desk was very helpful and apologised as the item has in-fact been lost. He is going to organise a refund which is fine but am disappointed with how I have been treated
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Flowers - great customer service

This is the second time I got flowers delivered by M&S. The first were amazing and held for a long time. The second flowers had some bad roses in them. Called up M&S and got a replacement sent on a named day. There was no questioning, no photo proof - customer is king! Truly great customer service.

I don't mind if companies get it wrong sometimes - they're all run by humans. What counts is what they do next and M&S did well by me!
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IT’S NOT JUST INCOMPETENCE...IT’S MARKS AND SPENCER INCOMPETENCE

At the end of last month, my Barclaycard statement showed an unknown £500 debit to M&S online on the previous day. After 20 minutes pressing this button and that and listening to endless muzak I finally spoke to someone at M&S who no idea what I was talking about and even less interest. Barclaycard immediately cancelled the card, while informing me that another £500 debit by M&S (£1000 in all) had been made the following day and refunded my account. I wanted M&S to confirm that it wouldn’t happen again so I wrote to the CEO to be sure of getting a reply. No response whatsoever. A second letter to their CEO asking about the situation has also been completely ignored. Yesterday, nearly a month later, I went to place an online order and ... guess what ... an unknown name and address is STILL sitting on my account as the primary delivery address - four weeks after I reported a fraud! Alarmed, I sent an email to M&S. The reply suggested I ring customer services (see above) and tell them about it. With their casual attitude to fraud, God help anybody taking on an M&S bank account. I certainly wouldn’t.
Update: they just sent me a £15 gift card - which I binned . No use to me as I wouldn't risk buying anything else from M&S.
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Could there be a worse online store

First of all I should say I was a huge M&S fan. Buy lunch there daily, eat a lot of dinners through M&S. Like the shops, recommend them. Well voila this weekend I decide to try online shopping as gifts for friends in the US. I stayed online for hours (yes I like to choose) a range of different gifts. Everything shows as available. Then finally when I finalise everything and go to payment. It lets me go through most of the checkout steps, including promotion codes, delivery fee exemption etc. THEN it suddenly tells me that actually none of the in stock items I had selected were actually available. It then proceeds to delete every single item I had chosen to buy (6-7 items including pillows, clothes, and accessories)

Like seriously, what the .. Incredulous, stupid, and incompetent does not start to describe the process. A nice M&S customer service representative responded to my angry email with the response that they don't actually update their stock online. WHY WOULD THEY EVEN GO ONLINE - they should not even have a market presence online if they can't handle basic real time ordering, And 6-8 days to update the internet is pathetic. If even that.

I should add that they make you go through the whole registration process first as well - the system takes your email address, delivery and billing details - EVERYTHING. That type of dishonest conduct is simply unacceptable and I urge the UK regulators to investigate this process.

Never again, M&S. John Lewis and House of Fraser next time for me, all the way.
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Absolutely Useless

Every time I've ordered with them, I have selected a NOMINATED DAY delivery for a Saturday because I'm not home during the week. Every single time, the day before the order is due to arrive, I receive an email that they're "really sorry to let you know" that the order has been delayed "due to a delay in our delivery network". No further explanation.
Last time this happened, I was ordering Christmas presents; this time I ordered birthday presents. What is the point in nominated day delivery if it doesn't arrive on the NOMINATED DAY?! I specifically chose the day for delivery so it would arrive in time for the birthday. I ordered it a week prior, why does it take until the day before its supposed to arrive before they decide to tell you its not coming?!
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They waste your time!!!

The World is going on-line but M&S is going OFF-line.
Outrageous, time and time again I would spend hours of my time selecting items on-line. It shows item IN-STOCK, I order then days later emails start to arrive... Sorry we are missing this, sorry we are missing that, oops we are now sending you 1 or 2 items of the 20-30 items you have ordered, "thank you for using M&S".
This is happening ALL THE TIME, SALE or NO SALE. M&S is one of the worst companies to shop on-line.
Complaints are handles in the usual manner of what do you want from us, we've run out of stock. Well, I want you to be more accountable to what you advertise and how you treat your customers, we are not some cattle, you know!
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Nightmare with M&S Furniture department - will never use them again

We ordered a changing table that was on offer. Firstly M&S lost our order. They then charged our credit card twice. Finally they overcharged our card (they agreed it was overcharged) as they had charged us the full rather than discounted price but refused to refund us until the item was delivered. I felt this was illegal as they admitted they had overcharged us and surely should immediately refund the extra money. I kept being told that "their systems didn't allow this".

Unfortuantely it was now difficult to arrange a delivery date (the unit should have arrived when I was on a week's leave) and I couldn't guarantee to be for an entire day as I need to do the school run. They also tried to charge me £40 for cancelling a date when I had warned the agent that I would not be available during school run times. I spoke to some incredibly rude and unhelpful individuals who made the whole experience 100% worse (although I did get some more polite individuals when I escalated my complaint).

In the end I cancelled my order as it was the only way I could get the unauthorised overcharged money back and the whole experience has totally put me off M&S. In the end, I went to OakFurnitureLand and had a beautiful item delivered within days with perfect customer experience. Lesson learned!
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Awful Customer Service - Jobsworth Attitude.

Bought a pair of trousers for our son - reduced in the sale but were not advised that due to the reduction we would not be able to get a refund/credit note if there was an issue with them. Store manager was unable/unwilling to refund as it was "against policy" - member of staff admitted that it was due them wanting to get rid of end of line stock and not be left holding it as a loss.

When I asked the duty manager in the store - "Les" - why she was not willing to help, she said that I should have read the small print on the end of the aisle and inferred it was completely my fault - and "why was I making such a fuss over a £4.99 pair of trousers?!!!!!"

No wonder M&S are in trouble - keeping the customer happy appears to be far from their thoughts.
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Really great value suit

Me and my husband have to go to a wedding this weekend, so I bought him a new suit from the M&S website. I was very happy with the whole experience. Turned up quick, and it was good quality for a good price.
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Customer Service Superb

I ordered a couple of tops online that were too small when they arrived. I took them along to get bigger ones instore with no problems whatsoever. Have also returned other items after wearing.
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Get your act together Per Una!

I used to love Per Una clothes, some quirky, most colourful, overall something different. And i could always manage to spend a lot of money in the stamford store. Now, our local store stocks the most outdated bunch of clothes imaginable! Old fashioned cardigans, tertiary colours, strange trousers! Overall something different? Well just like overalls anyway! What has happened? Is this lack of fashion a reflection of Stamford residents? If you think so you are quite wrong! This is one of the only clothes shops in town and it is a well known fact in the local community that the town shops do not cater for women in this respect as much as they could.So why dont you get onto it and start stocking some fab stuff? Most of the stamford shop is now taken up with a customer online order system ( this could be done at home or in the local library) and at Christmas the clothes are removed to make way for a Christmas ordering facility. Last december when searching in the vain hope of party gear i got the choice of one skirt not available in my size, no tops, no dresses, not even any sheer tights. I did email m and s but received no answer. Is m and s really concerned about customers' needs? I think not. Get your act together and stop letting us down!
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Terrible customer service buying online

I ordered a home office chair on line as recommended by a store as they had no stock. The chair was incredibly uncomfortable due to lack of padding in the seat cushion and caused pain under my thighs as the seat base was not adjustable and seemed too high at the front. I am an average 79kg. The ‘leather look’ also looked more like cheap plastic in reality.
As far as I was concerned this was a faulty product but M&S won’t let me return it to the store that I saw it in and charge £50 (one third of the price of the chair) for return collection. After a complaint they did offer to reduce that cost a little but I will never use them again!
Apparently this is in the multiple pages of small type on the T&C page hidden in the corporate website, but not in plain sight in any of my order emails, etc.
You have been warned!
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A comprehensively bad service - avoid

I ordered clothing for my daughter, which would apparently be available for collection from my local store 2 days later from 12pm on 30th January 2014. I arrived 4pm on the day to find that they had not been sent. I was messed around by staff at the store, who kept me waiting whilst they went looking for someone who could operate the computer, and even then were still unable to tell me why the order had not been delivered. They assured me, however, that my money had not been taken. This was not true, as I subsequently established that the money left my account the day before, on 29th Jan. I emailed customer services to complain and to find out what had happened to my order. I was advised by them that there had been a "technical issue", and that my message had been forwarded to another team for "resolution". I didn't hear anything further until I received a further message on 3rd February to tell me that my order was no on the way to the store - 4 days late, and no explanation! I cancelled the order and demanded a refund. Really frustrating, a complete waste of my time, and M&S still haven't bothered to offer an explanation. I won't be using them again, this just isn't good enough.
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Customer service on the website in a word "terrible"

I have always considered m&s to be a cut above most other high street retailers, but email their customer service and you will soon find out that it is not. I asked for help placing an order for a sale item when the web price kept showing sale price and payment page showed full price - simple question for an online retailer??? Afraid not!

First email sent was replied to, but they had not read my email properly.
Second email sent no reply received!
Third email - we live in hope!!!
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M&S ipod dock speaker

Very happy with the quality of ipod dock speakers that I bought from them. fantastic sound with great effect of bass and treble. remote supplied makes listening experience all the more convenient from a distance.
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The clothing has gone downhill, but the food and homeware is great.

When you walk into an M&S, the clothing looks so outdated. The colours are slightly off. You want red and you will get either a dark raspberry colour or a terracotta red.

Whoever picks the colours must be at least 90 years old with bad eyesight!

Some of the styles are Okish but I can't get past the revolting colours!

They had a big thing about the definitive pink coat last year. It was horrible, like a blancmange pink, even the slimmest person would look like Baba Papa!

The foodhall is a different thing all together, it's great. I love their sandwiches!

The homewards department is still very good, with good quality items at reasonable prices.

The make up isn't very good, frosty lipsticks and not very nice packaging. The toiletries are more for older women. I used to be able to buy coconut shampoo and a separate condition for a pound each but not seen them for sure, they were excellent quality.

The clothing range needs to be modernised. Lisa Snowden modelling the clothes isn't a good idea, her gurning down at me from a huge poster is off putting, she doesn't have the looks to model.
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The best customer relations experience I have ever had

I bought cosmetics from the Leeds M&S store. When I got home, I discovered that I had in fact picked up an item which was in the wrong 'pigeon hole'. I didn't think I would stand a chance of any return, especially with this type of item and, to some extent, the error being partly my mistake. I phoned and the assistant said there would be no issue and I could have an instant refund. In fact, they even asked if I had to pay for petrol or bus fare and they would compensate me for this as well! This is the best customer services experience I have ever had from any store.
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Promise of next day delivery for flowers is worthless

I ordered 2 identical bouquets online to be sent to 2 different people. It was absolutely essential that these were both delivered on the same day. I placed my order before the 6pm deadline on a Friday for delivery the next day, Saturday. I was able to select the next day for delivery of 1 bouquet but, for the other, the earliest date it would allow was the following Monday. Because this was not what I wanted, I didn't finalise the order but kept it on screen while I phoned customer services. I was assured that they would change it for me once I'd actually placed the order. I then confirmed the order while still on the phone to customer services. I was then told that it couldn't be changed! I was advised that this was due to lack of stock, something I felt was highly unlikely. I wasn't at all happy and was then passed to Team Expert who said the same thing. I asked to speak to a manager but none was available but I was called the next day. I asked to speak to a manager but there were no managers on duty. around but one would call me back the next day. When he called me, the manager was apologetic and quickly proceeded to tell me that what I had been as being the reason for the problem was absolutely wrong and that the problem had been that some postcodes don't allow Saturday deliveries! He also said that some postcodes require 48 hours notice for delivery. None of this is mentioned anywhere on the website. The website gives a blanket assurance that you can have next day delivery if you order before 6pm Mon-Fri, or before 5pm on Saturday for Monday delivery. I expressed my concern at this omission and the manager then became more hostile as he tried to defend the indefensible. He said that the terms and conditions on the website state that all orders are subject to availability. He said, rather condescendingly, that Marks & Spencer expect their customers to have read these. My view was that, perhaps so, but customers would not expect these terms and conditions to contradict what is shown elsewhere on the website. However, that is essentially what they do. When I sought clarification on what was meant by "availability" (which to me would mean stock/supplies) I was told that "availability" refers not just to the goods themselves but also to the delivery/dispatch service! In short the next day delivery "guarantee" is interpreted (in Marks & Spencer terms) as "although we say we will deliver next day, we may deliver next day or we may not". I was offered derisory compensation for the inconvenience, which I declined. This is not the first bad experience I've had with Marks & Spencer online but it WILL BE THE LAST because I won't use them again.
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No wonder their sales are falling.

1. I was given a £30 gift voucher and I needed a new, small rucksack. I looked at M&S online and decided on a product. When it arrived I found it was not as desriibed on their website and sent it back.
2. Still armed with the £30 voucher I happened to be in Bedford and went into the store to buy socks and underpants. The largest socks available were size 8.5 (I'm size 10) and the largest underpants were Large (I need XL) I spoke to a suit who told me they could order items for me. What is the point of a shop if items have to be ordered? On the way out I spotted a pair of shoes I liked but decided against it and went next door to BHS where I found socks and underpants. I returned to M&S with my purchases and told the suit that BHS had satisfied my requirements. Stupidly I bought the shoes.with the voucher as part payment..
3. Five weeks later the laces of the shoes were threadbare and about to break. I inspected the shoes and could not find any sharp edges on the eyelets to cause the fraying so bought a replacement pair of laces from Timpson's for £3.50. I sent the original laces to the Bedford Store Manager with a curt letter explaining my disappointment at the very poor quality. Eventually he replied with a vague apology and a £5 gift voucher. I had got rid of the £30 voucher but had now picked up a £5 voucher!
4. I needed a gift voucher as a Christmas present for my daughter only to find that there are only set values, i.e. it is not possible to buy a £110 voucher. I settled on a £125 voucher knowing that I could offset £5 of the cost with my £5 voucher. No such luck: you can't use a small voucher as part payment for a larger one. To add insult to injury M&S charge £3.50 admin fee for a voucher. Therefore I had to part with £128.50 and still have this wretched £5 voucher.

Apart from these recent experiences it is at least 10 years since I used M&S and I expect it will be another 10 years before I try again.

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Marksandspencer Details

About this company

Official site. Shop online at Marks & Spencer for clothing, furniture and homeware, flowers, gifts, wine and much more.

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