Marks & Spencer

I purchased a dress which the hem fell down before I'd even worn it. On first wear, the seams on the outer layer of the garment (not the lining) ripped. Returned it to M&S and was told by the shop assistant the dress had ripped because I was too fat. She ignored me when I asked how is that possible when I purchased trousers and a shirt in the same size and they didn't break despite having been worn on numerous occasions, and why the dress didn't rip the lining as well as the outer garment. The dress has been returned twice to M&S' head office and they keep returning it saying it is my fault the dress ripped, and that they won't give me a refund. This is despite me not asking them for a refund - just a replacement dress. Am very unhappy with them ignoring most of the problem (including how the hem came down before the dress had even been worn) and for telling me it's my fault the dress has ripped because I'm too fat (which I'm not; the dress fitted perfectly). I am never again purchasing anything from M&S due to their rude treatment of me and half-listening to customer complaints.

Posted by koala1603 at 15:19 on 30-Nov-2009

I live in Hong Kong for a greater part of the year. I recently tried to order some items online from M&S to be shipped to Hong Kong. As well as charging me Stg25 for postage, they only deducted 2.5% of the VAT from the item price. I have ordered before from many UK companies and the usual policy is to deduct the entire amount (17.5%) of VAT for any item that is exported from the UK. In spite of multiple queries, Marks & Spencer have not been able to answer why they do not follow the same policy. I can only surmise that this is due to excessive greed.

Posted by beenz at 01:05 on 28-Oct-2009

Superb fashionable clothes - love the Per Una range - great customer service - brilliant

Posted by Anonymous at 18:37 on 19-Aug-2009

fantastic service experience.

Posted by Anonymous at 21:14 on 18-Jun-2009

Delivery of 2 beds came 2 weeks late. We were finally offered compensation for the delay, number of calls we had to make to chase to get a delivery date, and for the stress. We were told we'd receive a telephone call to agree an amount, but never received one. Told on several occasions we'd be called back but never were. Last telephone call, the supervisor refused to come on the phone and speak with me! AWAFUL behaviour! After complaining in writing, they said they would speak to the individual, but they still haven't paid the compensation they promised.

Posted by Anonymous at 14:58 on 06-Feb-2009

Nice food - shame it takes a second mortgage to get lunch there every day

Posted by Anonymous at 20:24 on 26-Jan-2009

The last comment is why M&S is great. They have class! Companies like these need our support.

Posted by Anonymous at 17:07 on 25-Jan-2009

Just before Christmas I bought a 100% turkey breast saddle.The label said no stuffing.100% turkey,but on Christmas day when I removed all the packaging,there was at least 11ozs stuffing.We threw away the horrid stuffing and ate the delicious turkey,and after the holiday I returned the packaging and receipts to M & S customer services.Within a week I had a very apologetic reply and a very generous gift card which was not expected.It had been a packaging error.Lovely M & S.

Posted by Anonymous at 15:34 on 25-Jan-2009

I still rate M&S as they are constantly trying to improve. This is the mark of a business that will survive. I don't mind paying for quality food.

Posted by Anonymous at 23:40 on 10-Jan-2009

a shame about the announced cuts. My local M&S is an icon of assured quality in the high street even if their sandwiches are about as over priced as an M3

Posted by Anonymous at 20:55 on 08-Jan-2009