As one of the UK's leading retailers, we sell stylish, high quality, great value clothing and home products, as well as outstanding quality food, responsibly sourced from around 2,000 suppliers globally.

A random selection of reviews taken about this merchant. PLEASE NOTE: These are invidual opinions, and not our own experiences.

• 06/12/2011
  1 out of 5

  In short, I received an e-mail offer from M&S with 25% off, any item I searched was out of stock or only have the large sizes available, I telephoned my local store (Salisbury) and enquired about physical stock, first staff member was helpful in taking my enquiry however never called back until the next day despite a commitment to call in 5 minutes, I followed call up next day to be asked "what do you want" (call has been recorded for verification) - the 25% offer is now over - I was told to call head office, spoke with Matthew in customer service (there's a conundrum) as I received no service. They had the item in store however were not willing to assist in any way.
  With large organisations this is often what happens, the focus is on what is convenient for the store and procedures rather than flexibility and assisting the client.
  THIS IS NOT BAD CUSTOMER SERVICE _ THIS IS M&S SERVICE
  

• 03/12/2011
  1 out of 5

  Three times now I have had problems with either incorrect items being delivered or goods not being delivered at all. First I ordered 2 jackets in different sizes to try but but when I went to Sunderland to collect them they had sent 2 the same size. Next time ordered 2 pairs of trousers for delivery to Newcastle in the hope that might be better but received a phone call on the Friday that I was going to collect them that they were out of stock and to re-order. This I did but when I went to collect on the Tuesday both orders had been delivered. Must mention that I stood in a queue for at least 40mins as there was only one person serving. Next time I ordered a gent's jacket, went to collect it and was told that a boxful of items was missing that day. On returninhg home I received a phone call to say that it was out of stock and then an e-mail to say it was ready for collection (this was all after I had been refunded in the store!) I wrote twice to compain to M&S but the only reply I received was an e-mail asking me to review the item!!!!!! I think that they are now on a slippery slope and that the customer service is atrocious. I have shopped with them for at least 50years but will have to reconsider in future