I just can't believe that such a once, Well known, Well thought of brand such as Mark's & Spencer have dropped to such a low level! Once upon a time they were the leaders in quality and service. Certainly no longer... I sent a gift to my Sister through the UK site (I'm in Australia) the process was good but the gift never arrived although was marked by DHL as delivered but a weird note on it saying signed by destroyed! I wrote to DHL and they replied it had been damaged in transit. Reorder from M&S! No apology whatsoever as to why it was listed as delivered! M&S have not replied to any of my correspondence. No proper channel for parcels missing or non delivery. Very difficult to get any response. Nearly a week and no nearer to getting a satisfactory reply or refund. I think the whole Compay needs an overhaul. Anyway the message here is DON'T BUY GIFTS FROM THEM! Tip for consumers:Don't use them! Products used:Gift Parcel Service Value Shipping Returns Quality Date of experience: September 24, 2024I ordered pants that they are selling on their website for $69.49 and when the pants arrived, it have a price tag on it of 39.50 British pounds = $49. Feel like I got ripped off by paying an extra $20 for cheap pants.LOL (For the shipping I paid an additional $13). When I emailed them and said that the price tag showing $49 and they were charging $69, the response was a brush-off, that they need to pay their employees, rent etc. Date of experience: May 2, 2024Pictures says it all. Please see below on food purchased day before i attempted to cook! Staff at Hastings ~East Sussex Branch were rude arrogant and refused basic apology and refund! Please look at rice! Food not fit for consumption also had tipped some of the Rice into food pot before i noticed it was green, therefore ruined my whole dinner! Will never shop in M&S again! Complaint department also not helpful! Tip for consumers:M&Sis no longer the wonderful store it used to be! After terrible experience I will never shop in this failing store again! Products used:Didn’t use anything! Service Value Returns Quality Date of experience: June 20, 2023If I could give 0 I would. I order school uniforms for our kids late August but the parcel never arrived. Worst, we got an email saying the parcel has well been received and when we complain to M&S they confirm the same information and showing the proof of parcel reception with a completely random signature on it (we can't have any idea for which name at all the signature stands for). And they ask me for the 5th time to well checked with my neighbors and in the garden which I confirm each time but they still keep saying the same. Not to mention they ask me to send a same declaration (that I didn't receive the parcel) again and again as if there is no coordination. I have been a loyal customer of M&S for all our kids uniforms for so long but this time is a goodbye. The clothes' quality is also clearly in decline. Since we buy every year we can clearly observe the changes. We have much better experience with Zara. Better style, better delivery. Go for Zara. Service Value Shipping Quality Date of experience: September 9, 2023Marks and Spencer stolen 95.50 pounds from me. I contacted the customer service team, sent the emails with evidence that I was cheated however they just ignored all my emails and calls. It seems like this is a new way of making money for Marks and Spencer. This is to think twice before purchasing anything from them online. You will be cheated. Customer service will ignore all your emails and calls. Since 24 of March I am emailing, calling however everything is ignored. The proof of all above mentioned is available. I am attaching the receipt below. Tip for consumers:I was cheated my money was stolen Date of experience: April 6, 2023Awful experience today. Strood branch. Accused of not paying for my sandwich in front of everyone and escorted to the side by the security guard until till was checked. And then apparently staff girl "India"? Indigo? Her name said I stole a tiramisu?. No apology after, made me feel violated, embarrassed like I was a criminal. Funny I seemed to be the only coloured guy in the store that day., total racist, unprofessional, abusive staff. How can they get away with doing this to people Date of experience: January 19, 2023Accused of stealing meat. Although nothing found in my bags was asked to come upstairs. Where in a middle of shopping floor was searched again by two men now. Nothing found and after showing where exactly I've put the meat back no apology or sorry for misunderstanding. HAIDER-disgusting horrible person. Shouldn't work there. Service Date of experience: October 16, 2023We bought a Hastings Dressing table and stool from M&S. A few weeks later the stool collapsed under the weight of my 9st 7lb wife. M&S asked for photographs following which their "experts" Castellan decided their was no defect! The sad thing was the underhand way they communicated their decision. They sent it from a no reply email address. I have now resorted to legal proceedings. They are selling shoddy, unsafe furniture at premium prices. Tip for consumers:Marks and Spencer has deteriorated both in terms of quality and customer service. Products used:Furniture Service Value Shipping Quality Date of experience: January 14, 2023I popped in at Marks and Spencer 2 weeks ago to do my shopping i bought some clothes and meat i paid for everything and as i was walking out the door the alarm went off as if i have stolen the security stopped me and opened my bags can you please take off the security on the package of the meat the security told me that he was sorry that's not good enough i pay for my shopping Date of experience: September 10, 2023"Basically my clothing goods (about £50.00) never turned up. They were sent to my old address which is now a holiday home in Devon. I spoke to an M&S tel operative who solved the problem and said she would re direct them and I think she rectified my address - great!. I am now told that there is no record of my conversation and that I should pick up the goods myself - a five hour journey. I was told the my initial order was made via my M&S App, I do not have one. I was told that I 'selected' my old address of three years ago. I'm confused. I expect the delivery hand of EVRI is also in the mix here. So, down the rabbit hole with Alice and my imaginary app, my imaginary conversation and now my imaginary thermal clothing. Tip for consumers:Seems like M&S are loosing trust . I’ve used them all my life but I’m not sure now Products used:Bought a thermal shirt and socks Date of experience: January 18, 2023At 13 50 yesterday i purchased underwear i was impressed by the lady who servrd me she was friendly /helpful loved her attitude i dont know her name i spent 112.50 she chatted to me whilst dealing with my purchase i came away feeling so happy wish i could find a name on the receipt it was more than a purchase/seller Tip for consumers:the girl who served me was friendly helpful so nice she made me feel happy i came away feeling good all staff are lovely but she was special i spent 112 50 at 13/50 pm wish i knew her name i have bad health problems am 84 and she made my day Products used:3 sets of bra/pants Service Value Quality Date of experience: August 16, 2023No return policy?! How is this allowed? The answer at the till it was that it states on the receipt?! The receipt you receive after you have purchased the item! What a scam! So disappointing it comes from such a renown big brand! Not to mention the lack of custoner service from store manager! You should be ashamed for the service you provide@M&S Products used:Shirt Service Value Returns Quality Date of experience: January 25, 2024What a total waste of time What a total waste of time, four orders, all four for a given date that I paid for, and none arrived on time. The latest, my wife's Christmas present for 9 items, and only one arrived. You should be ashamed! Order **************821 Tip for consumers:Just hopeless Products used:Underwear Service Value Shipping Returns Date of experience: December 24, 2023Came here and will be going to as many review sites as I can find now to review my terrible experience with M&S as I reviewed my purchase with M&S on their own web site at their own request and they refused it as it was 1star - claiming it was customer service related so they could not t accept it. So their reviews on their website are moderated to keep out the bad ones. Really M&S? Really? Well my experience was terrible and I think folks need to know that. Lost a day of my life on a 2 hour delivery slot. Had to stay in all day after paying for 2hr slot. Called incredibly well hidden number to speak to customer services, after a few attempts I managed to navigate the customer Service hell. No help at all. Date of experience: May 8, 2023After a six week wait for two Hastings bedside cabinets they arrived badly damaged. The reorder took 7 weeks. Those arrived scratched and badly painted. I was offered a meagre compensation which M&S have never sent me despite my many emails. Products used:Bedside cabinets I returned Service Value Shipping Returns Quality Date of experience: November 27, 2022Basically I found a foreign object in my beef bolognese... I've sent photos and lots of emails... Still not resolved... Rubbish customer service. If this isn't resolved I will download the photos! On Facebook... This complaint was almost 2 months ago... I'm sick of automated message please sort this... Mrs Chapman Tip for consumers:It's not just food... Its m&s food.. You expect the best... And that means not finding a foreign object!!!!!!!! in my beef bolognese.. And the best customer service is expected.... What a load of rubbish... Be very careful eating.... You never know what's in your food.... If you have a complaint.. Don't expect it to be sorted for 2 months... . Service Value Quality Date of experience: June 19, 2021This is my original review on M&S website regarding my order for an afternoon tea letterbox gift. M&S emailed me asking me to amend my review. That they did not publish my review says more than I ever could about their service and lack thereof. -----------------------‐------------------ 'Delivery delays - read 1* reviews before ordering Poor service from M&S. Guaranteed delivery on Friday, ordered six days earlier to ensure this, email Friday morning confirming delivery that day. Email received late on Friday apologising for delay, confirmation of delivery on Saturday. Tracking online never updated so useless. Contacted customer service on Friday to enquire further. Promised delivery on Saturday. I asked for refund, was told not possible. I explained as it was food items, and was not being delivered when agreed, it was unacceptable and that I would like it cancelled. Customer service advisor ended the call without response. No delivery on Saturday. Still no tracking details online. Telephoned customer services on Sunday, advised delivery would be Monday. At this point all confidence in M&S was lost. Advisor agreed to cancel and refund my order. If this had been done on Friday when I first asked, I would have had time to rearrange a different gift for Saturday delivery. As it is, an elderly couple have not received a celebration surprise as arranged. I wish I had read the other reviews before ordering. I expected better service from M&S. As the couriers continually fail to deliver on time this needs to be addressed by M&S.' Tip for consumers:Read all reviews of the product before ordering, especially the 1* and 2* reviews. I didn't do this, hindsight is great but ultimately of no use. Service Value Shipping Date of experience: June 19, 2023One of my favorite online stores. Very nice customer support. I buy here already more than 2 years. Sufficiently large selection of goods for all family members. The quality of most things, too, is excellent. Service Value Shipping Returns Quality Date of experience: January 25, 2016I bought 5 pairs of ladies trousers. They were all fit well, we're well put together and of quality fabric. They are all exactly as pictured. The buying process was very easy, delivery from UK to Australia was within the estimated time and delivery was also free because my order exceeded £30. Only negative is that there isn't a currency converter at checkout, but this isn't a deal breaker for me. Date of experience: November 9, 2015I don't normally purchase furniture online, but felt reassured that I was buying from M&S where quality and service matter right -? Well how wrong can you be - our worst purchase ever in January this year! We are a family of four and can't move without loud creaking noises coming from our new sofa plus two days wasted holiday from work to have assessors come around and tighten up sofa joints that made absolutely no difference. After that, M&S refused to assist us further. We referred this matter to the Furniture Ombudsman who, without even coming and visiting us, sided with M&S. Worst, worst piece of furniture ever and M&S are now expecting us to go away and live with a bad product. Avoid them don't buy online awful customer service hugely disappointed with M&S - what has happened to this company? Date of experience: November 29, 2019I appreciate the easy to use website and that things arrive quickly, too. I've used them several times. One Christmas, I had to top up my shopping with some last minute gifts... they had indicated an order deadline to ensure delivery before Christmas and true to their estimation, everything came in time. The only reason I've given 4 stars is because one of the 6 items from my last order does not correspond to their size chart in the slightest. I've yet to contact them to sort out but I'm sure they'll handle it well. Date of experience: March 21, 2017I don't like going to Marks on the high street. Too many old women doddering around the store, clogging up the aisles. So, I shop online. Always find my size and happy with the quality -I'm not a prolific shopper here - just the essentials, bras pants and comfy bed wear. Like I say, this company has a serious high street image though. The food is way too expensive to justify and clothing has a feint whiff of lavender and mothballs about the place. Date of experience: June 21, 2017I enjoy shopping on M&S, I can always find something I want, but then I have to checkout. I do everything online and I like to think of myself and fairly savvy, but their checkout has fooled me several times. I think I'm done, walk away from my tablet or pc, wait a few days, wait a bit longer and my stuff doesn't arrive. There are just too many steps in the checkout - you think you're done when you're not. When I do get it right, I love the clothes! :) Date of experience: June 2, 2017Institutional Racism in M&S! M&S advertises itself as a tolerant equal opportunities' provider. This is factually incorrect and a completely false statement. People from ethnic minorities are treated differently to their white counterparts when it comes to pay, promotions, fair treatment, working time regulations, basic human dignity and recruitment. For example, in Peterborough store where the ethnic minorities accounts for nearly 30% population. However, I have witnessed how people from ethnic minorities were not given equal opportunities. In store out of the 120 colleagues, people belong to ethnic minorities is under 5 people. I have seen this across many stores of M&S. Similarly, in senior Management in stores you would never ever find ethnic minority colleagues. I have worked 15 years for M&S and have never seen a Graduate belong to ethnic minorities, when 2018/2019 statistics show the First-Class graduates among both white and ethnic minorities are 30% and 24% respectively. Date of experience: July 16, 2020M&S cannot be bothered to pick up returns then don't bother information customers how else to do a return. No apology given, no explanation, no compensation. Just rude staff and no offer of alternatives. Won't be using M&S again Tip for consumers:M and S cannot be bothered to pick up returns then don't bother information customers how else to do a return. No apology given, no explanation, no compensation. Just rude staff and no offer of alternatives. Won't be using M&S again Products used:None of them were used. I was trying to returning everything. Service Value Shipping Returns Quality Date of experience: June 21, 2022