Trust Score 78/100 · 5 sources · 1,621,845 reviews · updated 16 Oct 2026
Marks & Spencer reviews
In short
Is Marks & Spencer legit?
M&S has a split reputation. Trustpilot rates it 1.8 from 15,294 reviews, with 69% giving one star. The M&S app scores 4.8 on the App Store (1,323,836 ratings) and 4.82 on Google Play (274,257 ratings), and the Google Maps store listing scores 4.2 from 8,362 reviews. Sitejabber is low at 2.47 but has only 96 reviews, most of them old.
Trust Score 78/100 from 1,621,845 public reviews across 5 sources, updated 16 Oct 2026. How we score
- Rating sources
- 5
- Ratings counted
- 1,621,845
As of 16 Oct 2026 · How we score
AI summary
M&S has a split reputation. Trustpilot rates it 1.8 from 15,294 reviews, with 69% giving one star. The M&S app scores 4.8 on the App Store (1,323,836 ratings) and 4.82 on Google Play (274,257 ratings), and the Google Maps store listing scores 4.2 from 8,362 reviews. Sitejabber is low at 2.47 but has only 96 reviews, most of them old.
- Customers report that the app is easy to use and quick. Many short Google Play and App Store reviews give it five stars. Google Play shows 236,586 of 274,257 ratings at five stars. Google Play
- Customers report friendly, helpful in-store staff, especially at bra fittings and tills. Trustpilot, Sitejabber and Google reviews all describe patient, kind service. Trustpilot
- Customers praise the quality of clothing and lingerie. Reviewers say the quality holds up and that the style has become more modern. Trustpilot
- Refurbished stores and food halls get good comments. Google reviewers describe them as bright, clean and well laid out, though one reviewer found stock thin. Google
- Some customers say returns and click and collect are easy, and that faulty items were replaced without argument. App Store
- Late or missing deliveries are the main Trustpilot complaint. Customers name Evri as the courier and report missed dates and little tracking information. Trustpilot
- Customers report app problems. These include freezing after an update, a loading screen at checkout, and 'offline' errors on good connections. App Store
- Customers report inconsistent sizing, with jeans, polo shirts and shapewear named. Some also ask for measurements to be shown online. Trustpilot
- Refunds and customer service are criticised. Reviewers report refunds taking weeks and calls being hard to reach after outsourcing. Sitejabber reviewers describe delivered-but-not-received parcels. Trustpilot
- Some customers find Sparks offers and reward vouchers confusing or hard to apply. Others say food prices have risen too far. App Store
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 1.8 / 5 | 15,294 | 16 Oct 2026 |
| App Store | 4.8 / 5 | 1,323,836 | 16 Oct 2026 |
| Google Play | 4.8 / 5 | 274,257 | 16 Oct 2026 |
| 4.2 / 5 | 8,362 | 16 Oct 2026 | |
| Sitejabber | 2.5 / 5 | 96 | 16 Oct 2026 |
Delivery, returns
and support
How is Marks & Spencer delivery?
Delivery is the weakest area on Trustpilot. Customers report missed delivery dates, silence on tracking and one paid next-day order still not arrived after two days. Several name Evri as the courier. Older Sitejabber reviews report parcels marked delivered but not received. A few App Store, Google Play and Sitejabber reviewers describe prompt delivery. The data gives no average delivery time.
How do Marks & Spencer returns work?
Experiences are mixed. One App Store reviewer calls online returns easy and free, and a Trustpilot reviewer praises the returns policy. Others report a refund not arriving three weeks after an in-store return, or being told to return an undelivered item to a store. One Sitejabber reviewer complained about a lack of clear return terms at the till.
How is Marks & Spencer customer support?
Store staff are praised often, and some phone support is described as patient and effective. Other Trustpilot reviewers say contact is difficult, calls are outsourced and there is no email route. Sitejabber has older complaints about store managers and handling of a security stop.
How is Marks & Spencer quality?
Clothing and lingerie quality is the most consistent positive. Complaints include fit that varies between items, a torn sheet after four months, a creaking sofa in an older Sitejabber review, and disappointing food items. Fashion quality is praised far more than it is criticised.
What customers say
about Marks & Spencer
My order completely missed the agreed delivery date, and I have been left with zero information or tracking updates regarding when it will actually arrive.
app freezes on startup since last update
every pair I have bought do not fit on the waist far to small, I have jeans in my wardrobe from last year that fit great just so frustrating that I have to return these garments.
MnS online shop and return services are very easy, and free! Thank you MnS!
Then when I've totally given up I walk into M&S and find the best quality clothing. Still the best clothes in the UK
amazing refurbishment floor and lighting terrific young sales assistant very helpful and friendly saying that stock levels were worse than poor limited stock limited sizes
Questions about
Marks & Spencer
Is M&S legit?
Yes, customers report buying from M&S in stores and online for many years. The app scores 4.8 on the App Store and 4.82 on Google Play, and the Google Maps listing scores 4.2. Trustpilot is low at 1.8 from 15,294 reviews, mostly over delivery and customer service.
How long does M&S delivery take?
The data gives no typical time. Customers can pick next-day or dated delivery. Trustpilot reviewers report missed dates, Evri parcels arriving late and one next-day order not arriving after two days. Some app reviewers report prompt delivery.
Can I return M&S clothes bought online?
Yes, customers report returning online orders by post or in store. One App Store reviewer calls returns easy and free. Some Trustpilot reviewers report refunds taking about three weeks and a lack of postage refunds.
Does M&S reply to bad reviews?
The data shows no replies. The reply rate is 0% on Trustpilot, Google Play, Google Maps and Sitejabber. No App Store reply figure is given.
Is M&S worth the price?
Many customers say clothing and lingerie quality justifies the price. Others on Trustpilot say food prices keep rising, and Sitejabber has complaints about high prices. Sizing varies between items.
Ask the agent
about Marks & Spencer
Try one of these:
Sources
- 52,481
- 4376
- 3575
- 21,343
- 110,519
Brand replied to 0% of reviews
As of 16 Oct 2026
- 5236,586
- 432,297
- 31,912
- 2739
- 12,716
Brand replied to 0% of reviews
As of 16 Oct 2026
- 54,048
- 42,716
- 31,084
- 2218
- 1296
Brand replied to 0% of reviews
Google Maps listing: Marks & Spencer
Rating data from Google · As of 16 Oct 2026
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