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Have you ever tried to order your Christmas Food Order in store yet? Well it’s non existent now. Too bad if you don’t have a mobile phone to do this. I managed to get my order in because I’m fortunate enough to be able to do this but what about those people who don’t have a mobile phone or an elderly person who is not capable. This is discrimination at its best and M&S should be totally ashamed.
Going on holiday to celebrate my 84th birthday so my wife and I went to M & S Money to buy some euros. We paid £204 for the transaction with my wife's debit card but were told by the assistant it hadn't been approved, and that although the card reader on our side of the counter said the card was approved the computer that she was looking at said it had been declined, so the card was reinserted into the machine and tried again. We collected the money and left the counter. My wife then thought to check her bank account and saw that the first attempted payment had gone through and that she had been charged twice for a single transaction. We hurried back to the desk and told the assistant what had happened, her explanation was that there was a delay between what was shewn on her screen and the transaction shewn as being approved at the card reader, something she was obviously aware of but completely ignored during our transaction and that is why we had to put the card in a second time, When asked how it could be rectified she told us there was nothing she could do but give us a phone number for customer services and that we would have to ring them to get the money back. No apologies for the mistake, just basically go away and get on with it. My wife rang customer services they logged all the details in and said it would take approximately 2 to 4 working days before the money would be reimbursed. When asked why we had to ring customer services the service agent said that the assistant should have rung on our behalf as she would have had all the details at hand, and not just given us a phone number. So much for customer service these days. Don't companies train their staff anymore or has the advent of online shopping stopped that. Why is it that every time I write a review it's to complain about something, am I turning into the typical grumpy old man or has everything gone to pot? Great start to the holiday already down a couple of hundred quid, just hope the Spanish have got over their dislike of tourists. Derek
I am writing to share my awful experience at the M&S Café in The Ridings (Wakefield) and the appalling lack of empathy or accountability shown by M&S since. During my visit, I purchased a small M&S salad from the Food Hall and, along with my sister, ordered drinks from the café so that I could sit down and eat something to manage symptoms of my medical conditions, Fibromyalgia and ME. Shortly after sitting down, a member of staff abruptly told me I wasn’t allowed to eat my salad in the café due to “allergen concerns.” Her tone was rude and dismissive, which made me feel uncomfortable and unwilling to disclose my private health information. Later, a manager came over and said the real reason was actually “pricing mark-up.” We were approached a total of three times, despite explaining that I have a hidden disability and needed to eat quickly to manage my blood sugar levels and prevent worsening symptoms. The repeated confrontation left me feeling harassed, embarrassed, and ultimately unwell. To make matters worse, we were then told we were “barred” from the café despite having purchased café drinks and doing nothing wrong other than trying to quietly manage a health condition. I’ve since learned that the real reason for this rule is VAT-related, in other words, money. It’s incredibly disappointing that M&S prioritises tax rules over compassion and the well-being of customers, especially those with disabilities. Under the Equality Act 2010, businesses are legally required to make reasonable adjustments for people with disabilities. Allowing me to eat my small salad alongside the drinks we had purchased would have been exactly that, a reasonable and humane adjustment. Instead, both the café staff and management failed to show even basic understanding. The manager was informed of my condition and the impact of the confrontation on my symptoms, yet still doubled down, forcing further interaction that made me feel worse. The email response I later received from M&S head office was equally disappointing, cold, formulaic, and completely devoid of empathy. It showed zero concern for the distress I experienced or the potential breach of disability discrimination law. This experience has left me feeling completely disheartened. It’s shocking that a brand like M&S which proudly displays signs stating “Not all disabilities are visible” could act with such hypocrisy. It’s clear that compassion, common sense, and respect for disabled customers are nowhere to be found in their policies or their training.
Never buy from M&S. I bought a Cloud-Yarn Ribbed V-Neck Jumper, and on the first day of wearing it, my friend spotted a hole in it due to a missed stitch. On contacting customer service by phone and email, I was disgusted with their generic response (clear they didn't even read my email). Why should I either have to travel 40 minutes out of my way to take the jumper back to a specific store (I ordered online for a reason) or be out of pocket to send the item back for you to test the jumper? I don't want a voucher to cover postage as I will never shop with you again
Bought 3pk Regular Fit Easy Iron Short Sleeve Shirts for son for school, delivered on 03/09/25 have 2 come apart at the seams by the 08/10/2025. Phoned customer service this morning to be fobbed off to return to the store. Bought online for the very reason of not going to the store. So quality is now poor and customer service the same. I will now not use Marks and Spencer and will be advising any customers and friends of mine to do the same. Online stores returns policy is so much easier and helpful. I suspect they will go the same way as other big trusted companies in a few years.
Would be minus stars if I could Have been trying to reset password for months. They won’t send email link to reset. Rang customer service, 4 October they didn’t sort it. Tried to send email but can’t, even though they give an email link on the sparks complaints page. In other words they have built a Great barricade against customers. I don’t know if my details have been stolen in their cyber attack. I am very worried and stressed. I think by now they should be contacting customers who have been affected by this I haven’t received any sparks offers this year yet have friends who have received loads. Don’t think I will be doing my Christmas shopping with them
I ordered a jacket and when i got the acknowledgement i noticed the delivery address was wrong so i called them. I was told the order would be returned and a refund given and was advised to repeat the order which i did and payed another 124.99. The replacement was sent to my address with no problems however a few days later i get a 'your order has been delivered ' email from M&S . The original order had been delivered to the wrong address so i was on the phone again and was told no refund until it was returned and they advised me to go to the wron address and collect..so that's what i did and luckily the homeowner had the parcel. So I got on the phone again (5th time) and they sent me a QR code for return via royal mail. At the post office the code didn't scan...so it was back on the phone and they sent me a code to print a label for Evri courier collection . I don't have a printer so had to go and find somewhere to print it. The parcel is now waiting collection and that's where i've got to. Atrocious customer service ! Asking Me to drive to the wrong address for the parcel. I had to do it or no refund. Needless to say i will not be making online purchases from them again. Update! I recieved a return QR code for a label print for Evri to collect the jacket (that i had been asked to retrieve from the wrong address) And i couldn't believe it when the email said to collect from the wrong address and not my home address where the parcel is. I am totally frustrated by this incompetents and i think I will have to resell the item for a loss as no hope of my money back from M&S. Watchdog need to be aware of M&S's farcical customer service.
I frequently shop and order items of clothing from York Monks Cross M&S. I have been waiting for an out of stock item ( jeans) in my size to come back in stock.I have just ordered them but the usual option of collect from store did not come up - I tried refreshing etc and clicking on the click and collect tab to no avail. So as the item was low stock felt I had no option but to agree to a delivery.This has cost me £3.99 - usually I would have topped up with other bits I need to get the free delivery- but felt under pressure re flashing items low notification. I would usually be going into store for food shopping over the weekend - but I am so cross about being forced into a home delivery and having to pay - I won’t bother.In fact I have some 20% discounts I was going to use to refresh my autumn wardrobe - but M&S - I will not even bother looking now.Whatever is going on with your preventing collection from store - in my case it has been a very shortsighted gain .I will not be doing my food shop with you or items for my autumn wardrobe !
Food at M&S is on the down, danger in additives in foods changes to ingrediants for all I can see is profit first customers last. We used to spend £70 to £80 a week but since a month ago it's down to £20 or £30 and probally nil by the year end. Just so disappointed with this Company.
My daughter ordered me two pairs of trousers with her sparks discount on line. I picked them up today from my local store and they are covered in hair ? dog ?human. They were also like rags. Who allowed these to be sent out.
Good customer service and quick to fix any delivery errors.
Marks & Spencer Westfield Shopping Centre White City London I was an employee for Marks and Spencer for 17 years. I always gave my best and worked very hard. I had a very difficult time because I complained about a Muslim employee. I really do not think they liked my complaint. This Muslim employee name of Bilal would drop his trousers showing the front of his underwear to me. He would very happily do this in front of his friends including supervisors. Everyone was laughing at me. I felt like I wanted to lash out at him as he was aggravating me. There was also a black employee who works in the warehouse called Colin who was threatening me. Enough was enough and I wrote a letter of complaint. They would not investigate my allegations. Week after week they fobbed me off. Then months past. Then some years. All the time I approached many managers. They all made promises they would check with head office and they never kept them. The managers and especially Mike Stewart the store manager began to say insulting words to me. I believe he felt powerful enough to get me to leave my job. He would always stand next to a manager who was grinning at me. I became very unwell and dreaded going to work as I was depressed. I began to voice my opinions on the group chat rooms. I even went to Ealing Broadway Marks and Spencer and started shouting at the managers and I felt I wished to let customers know why I was shouting. I felt like I was a kind of whistle blower. I was drinking heavily and I was sacked because of my behavior. In the interview I asked about the letters sent to head office complaining about the sexual and GBH harassment. Carl Flannigan of Marks and Spencer Marble Arch repeatedly accused me of lying and said there never were any letters about a Muslim man dropping his trousers. He said I have no evidence even about the warehouse man who threatened me. So he dismissed me and I lost my job after 17 years of good service. I would really warn anyone who is considering being an employee of Marks and Spencer in the Westfield White City store. It is corrupt and you will not be heard if this happens to you. The store I worked was Westfield Shopping Centre in White City in the Food Halls. Please becareful and especially in the hospitality and Food Hall departments. The managers very happily covered my original case up. How can these people sleep at night? No true justice and you can imagine how anyone would feel. I hope anyone wishing to work there will becareful. I am male but I would be especially careful if you are female. Best wishes Terence Glover
Cancelled an order I'd paid for by Credit Card received a refund that was £3.99 short. After having several emails backwards and forwards I was sent an email asking me to click a link in the emsil and add my bank account details !. Looks like a scam to me told them where to go. They managed to send me a partial refund to my credit card but said they had to refund the rest to my bank account. In their dreams am writing to CEO. Been shopping there for forty years looks like I'll be moving to Next.
Keep well away from their Gift Cards, they are unhelpful if need help. Customer service, and Management team do not care about their loyal customer base! Last year my Card expired with £100 on, their attitude was Tuff! Despite all the issues they had with the Cybersecurity, and we couldn’t do business. Unable to check card balance etc… I for one will do my shopping elsewhere in future. Read the Trustpilot reviews 1.6 score, tells you all you need to know about this company.
Selling items they dont have then cancelling the order. Never having sizes in store. posting out orders in multiple different deliveries. Garbage company.
Delivery so slow, for a £200 order they should be wacking them out on time. The items when received were lovely but delivery should be so much quicker. Think I waited around 6 working days. Need to learn from next pay £20 a year and get it next day. I wanted all the latest burgundy items by the time they arrived I was over it.
I always buy my clothing online usually with M and S. I received 2 shirts today. Both were obviously previous return. One had no packaging and was badly creased. The button holes were stretched. The other one was in some packaging but had 3 small stains. I have been buying regularly from M and S and never had a reason to be unhappy. Not good enough! Do not let your standards slip.
Attention Stevie store manager. Today, I visited Marks & Spencer at Oxford Circus, Tottenham Court Road, and made an interesting observation. It appeared that almost all white customers entering the store were greeted warmly by the predominantly Black staff and security personnel with phrases such as “Hello” or “How are you?”. However, I noticed that Black customers entering the same store were often not greeted in the same manner. This pattern seemed consistent based on repeated observations.
Spent nearly £300 recently in the Culverhouse Store in Cardiff. The idiot of a young man crammed the clothes in the bag not foulding them at all! When we got Home the idiot had not taken the security tags off! We had to visit a local M & S to have them removed Inconvenient to say the least in time and cost!
I've just spent 30 minutes on the phone to M&S trying to find out why they cancelled the two online orders I placed over the weekend. I've had two emails saying my orders were cancelled because "failed our security verification". This sounded fishy to me as I'm a regular customer and have an excellent credit rating. After bouncing around a few people in their customer service dept it turns out the real reason they were cancelled is because they have no stock. The guy who was very helpful said they are still suffering the effects of the cyber attack. What a complete waste of my time. Now I have to try two local stores to try and buy what I need.
