Marks and Spencer
Reviews and Complaints

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.

Hi M & S

I’m a very dis-satisfied customer and more so after your manager Sandra called me a thief!

The goods (three pairs of trousers) I ordered at your Orbital unit on the 17th of September were “said” to have been ready for collection at your Regents Street store very soon after and I received an alert. So far so good. My order ID shows as [protected].

I visited your Regent store on the 18/09/22 where a young white lady was serving on the ground floor. She traced two items (blue and grey trousers) but COULDN’T find the middle item on my receipt (Twill Flannel trs). The two found were also the wrong kind as I had stressed I needed ones with pleats. A refund for these two was processed and a new sale done for the correct (two) items. The lady asked me to wait for an alert on when to collect the third pair as may be coming on a different delivery. Your cctv WILL SHOW I WALKED OUT OF YOUR SHOP CARRYING nothing!

Last Saturday the 24th, I went to collect the items believing I should get the third pair too. The black lady at the same counter I had been before traced the grey and blue BUT NOT the twill pair. I checked the two delivered and happy with the product. I insisted they check for the twill when the lady called her supervisor, Lewis (his name confirmed by Sandra yesterday) who also couldn’t trace the third item. Having waited very long, I asked Lewis to investigate and he promised your customer service would be in touch. I also alerted him I do not take calls while working at my clients and your customer service should leave a complete message for me. I did not receive any messages or alert for collection last week.

Yesterday after watching football at mid-day I went into your shop and gave my details to collect the item pending. The lady at the counter checked but said item was NOT there. I narrated the story to her especially how many times I had been in and details of what had transpired with Lewi’s promise. The lady actually looked baffled or uncomfortable. She called the manager Sandra who again checked the store but returned stating your head office was processing a cheque for me. It was my turn to be confused. I said I wanted the trousers NOT a refund but she insisted there was nothing she could do the head office was acting on it. I narrated to her as to previous lady and she now understood as she had been confusing the sequence; also confirmed Lewi’s name. I refused to budge and asked her to check with customer services..something seemed fishy! She came back and this time said item had been returned as I had NOT picked within seven days, it should have. I reminded her the two times I had been at the store her people UNABLE to trace the item. She went back in the office to check with customer services. On her return she STATED ITEM HAD BEEN COLLECTED and there was NOTHING she could do! UNBELIEVABLE! How many different excuses? In her desperation, she stated I had been drinking….I asked her “so what?”. She finalised by “nothing else she could do!

As stated above, I only walked out of your shop with a bag of two items as verified by Lewis and previous time walked out empty handed. Your cctv should show that as proof. Your staff are spiriting customer items out the shop and scamming customers’ money. You fail in a very simple control that customer MUST SIGN for the collections. A newspaper will be printing this…

M & S owe me for the pair of trousers and I expect a very good explanation WHY I have been treated this way and called a thief!

Please treat this as NOT just URGENT but very serious!

Gerald Ng’ang’a

Tel:[protected]

Hi

I have worn M&S pullovers for many years but in the past two have had problems with Merino pullovers coming apart at the seams. Normally my wife has stitched them up and they have been OK, but I have just opened one which I was given as a birthday present a year ago and have found a fault in the seam. This pullover has not been worn at all.

I took this to your store in Sears Park, Solihull but although they were very helpful they couldn't replace it because the code is no longer current.

Please see the attached pictures of the unworn pullover and also one I have worn several times this year where a seam has also come apart.

Kind regards

Richard Hansell

Asbury Road

Balsall Common

Coventry, UK

CV7 7QN

Good Afternoon,

For a long time now due to my incapacity to stand and cook etc I have relied on your meals. I especially like your mini chicken meals.

Recently when my daughter brought my shopping, I have noticed a note on the cardboard cover stating, "new improved".

They are far from improved there is now no taste in the gravy this product has, I am therefore presuming you may have changed your company. From being really tasty it now has nothing to "offer". I would like to suggest you change them back.

This happened some time back with cakes "jam bakes" the change was a disaster after my tasting of the "new improved" I haven't bought them since. Nothing like the previous product just a disaster.

Thank you.

Lois Ferrans. A customer for years at Southport store !

I recently placed an order (ID [protected]) and received the items. However, they were too big and I need to return them.

The issue is that the credit card I used for returns was hacked and I had to cancel it on 16 August 2022 (happy to supply proof of the same). I am unable to reach anyone to find out how I can return the items and get a refund. Please can you assist.

Thank you,

Reem Nassar

[protected]@yahoo.com

Tel: +[protected]

Hi

My name is Sarah Miles and I am a merchandiser for Hallmark cards

I was working in your bromley store to help with the replan of the cards. As I was filling the cards the shelving came crashing down on my foot. A first aider was called as I was in a lot of pain and my foot was cut. The shelving is very heavy. Later on the pain got worse and my foot swelled up. I was on crutches the whole weekend and couldn't drive. 2 weeks later and I am still unable to walk properly and the swelling is still there. I will be taking this further. I have photos for proof

I tried to return a pair of ladies sandals to your Llantrissant store but was declined as they were more than six months old (apparently, as I didn’t have the receipt). I will attach photos where you can see that they show little or no signs of wear.

The strap, where it joined the sole became detached.

Although they were apparently purchased more than six months ago, they were not, in my opinion, fit for purpose

Bought a lamp online Like it but it has a small scratch

Its too difficult for me to return it so tried to contact to say I would keep it if a reduction was possible Sent a photo and details but email keeps bouncing back

One appears to have got through but no responce as yet

Email I have tried is

[protected]@marksandspencer.com

[protected] is reference

Finn Scandi metal floor lamp was £65 but it was reduced to £39

I appreciate it was reduced but sold as perfect

I was at my local M&S store today DG1 2DB and there were all these ads for jeans, including bootcut. I was interested in those but when I asked a sales assistant where I might find the bootcut I was told rather briefly - and rudely - no bootcut in the store, get them online. So my complaint is about the rather rude response but more than that, why do all the advertising in the store when you don't have the goods?!? And ordering jeans on line is not easy, as everyone knows, you really have to try them on, so the fact they are not available locally despite all the advertising(!) is not very satisfactory. This store has really deteriorated in the past 2 years, lots of clothing no longer available compared with other branches. Why bother going there? Can you tell me?

I purchased Crispy prawns from your Argyle street, Glasgow branch on Monday 02/08/22. That evening I placed them in the oven as per instructions. I had them with some rice. Not long after eating, I felt ill. I rushed into the toilet and just made it to the pan when I violently vomited. Altogether I spent 20 minutes vomiting again, I then cleaned myself up and returned to the living room. I barely sat down when my whole body started to itch. On checking myself I found that I'd completely broken out in hives. I was very uncomfortable trying hard not to scratch until the next day. I had an appointment with my doctor on another matter the next day. I asked him weather I could have developed a sudden allergy to pawns. He advised me that what I had was food poisoning from the said prawns. The use by date was 03/08/22, so I expected that they would be safe to eat. I do buy reasonably regularly from your Argyle street and BP Pollokshaws road, Glasgow, and I've never had any cause to complain. I will say that many of your food items, have short use bye dates. I will though, continue to purchase from your stores. The figures below the date are G268 (or G288) 05.24, 022601.

Doris Madkour Aly 18A Greenhill Rd NW10 8UE London. Really upset as i sent my grandson his birthday cake and when I telephoned him when i got the email to say it had been delivered he said the cake was broken especially the head and back and he couldn’t share it with his friends. I paid £25.00 for the Caterpillar cake plus sweets. I like a refund please or a refund note so my grandson can buy another one. Thank you.

I was told by a sales assistance in your Bexhill on Sea, Glyne Gap branch that M & S has changed the length of the cropped joggers and the length now is longer than I have enjoyed buying over the years (being slightly below the knees as opposed to halfway down the calf which I find to be far too long). My complaint is that I bought a pack of the new length joggers without realising they were too long until I opened the pack . There was nothing on the cardboard to indicate a change (eg length of leg) so I blindly bought 2 packs (I managed to get a refund) thinking I was buying my usual cropped joggers. Please can M & S revert back to the original shorter cropped joggers but if M & S would still like to sell the newer longer length as well as the shorter length can measurements be displayed so I and others know what we are buying. The sales assistance indicated that the new length was replacing the shorter length but I hope she is wrong.

Christine Hogg

07/07/22 12noon purchased a hoisin no duck wrap for lunch, this had a dark hair through the contents of the wrap, this is absolutely disgusting. obviously I was at work and unable to walk back over to the shop.

bar code details are as follows:M0465885S

Purchased from Regent centre Marks and Spencers.

There should be health and safety in place to ensure this does not happen.

Bought these sandels last year. Wore about 6 times. Today took them out only to find a split. How do I return them without a receipt? They were quite expensive and I would expect them to last a lot longer than 6 wears.

I am writing to complain about the offer of Piri Piri Chicken (2 half's plus the other items that went with the chicken) Number on one package M2917 9701 s

I brought these during May and put them in my freezer.

On the 12/06/22 I took them from the freezer to cook on the 13th when our friends came to stay. It was then I noted a very small storage instructions on the back of the packaging stating the chicken should not be frozen so I had no choice but to dispose of them and cook something else.

Order [protected] delivered June 13, 2022

I was home the whole day. The doorbell was not rung. I only found out that the item had been delivered when I received an email saying it had been delivered to a "safe place". This "safe place" was outside my front door in full view of the street ! There were plenty of places where the package could have been left out of sight.