Marks and Spencer in City of London, Westminster

I received the best service from the bra fitting staff today! her name is Kia. She was a very professional and pleasant lady. She measured me and advised me to change my size, and I feel so much better now! I had been wearing the wrong size for the last 15 years. She really sorted me out, and I ended up buying two different bras—one for work and one for going out. I’m so satisfied with the service I was given. Thank you!

Had wonderful experience. Lots of help and suggestions from Wasim , sales executive on men's floor. Coincidentally we also shared the culture and hometown. Had lots of experiences to share ,shopping was totally fun with him around and his experiences and fun stories!! Do look for him next time you are here. Also lots of good stock

I use to buy my lunch here daily. I encounted a wonderful, warming and kind team member who was helpful, enthuaistic and showed amazing customer servic. She was in the food hall by the crisp section, a wonderful, beautiful black lady who made my entire week. She needs a raise or promotion.

To Ann( or Anne ) - the lady from the first floor who likes to call herself one of the managers. I shopped happily in store yesterday as I always do , ended up picking the only PerUna navy t shirt that is meant to be £19.50 at the hefty £35 ( because the entire label is wrong comes up as a frill top - photos attached ). Whilst trying to explain the issue , this manageress decides to cut me off mid sentence and have the audacity to tell me they are 2 different products although I brought the very same one from their racks for her to see there was a labelling mistake . Needless to say she’s not let me finish my sentence she’s raised her voice at with a sarcastic Hellooo that got the floor’s attention - and I decided to walk away from an embarrassing encounter , leaving the floor and seeking a different counter to be dealt with politely, since none of this was my doing. A polite note to this lady who calls herself a manageress …. -I’ve shopped at M&S long before you worked there and surely will continue to do so , long after you are gone and if I am to attach a monthly spending in your store it will definitely create a dent in your already poor performance- careful who you pick a fight with ! -There’s a simply wonderful lady at the ground floor who is polite , courteous , knows what customers service is -Jacki -( THANK YOU kindly ma’am ) that she could do teaching classes out of it - you might want to consider taking lessons in your lunch break . I rarely take this into writing and my records show that all M&S stores I’ve reviewed have had nothing but 5 stars . Terrible experience, hoping no one ever has to feel the way I felt today .

Disability Note: one of the few stores in Oxford street with disabled toilets. One each on lowest level “0” and top floor near cafe. As with many UK public toilets they are locked but staff nearest them have the key. The one we used today Apr 5th ‘25 was pretty clean and large enough for me to assist my disabled wife.

I had an amazing experience at M&S thanks to Jazz and Harry! I had no idea what size I was in anything, but Jazz went above and beyond to ensure I had everything I needed. She helped me find a full suit, recommended the perfect shirt colors, and even found matching shoes and a tie. When my size wasn’t available in-store, she arranged for it to be delivered to a nearby branch for quick pickup. From start to finish she had been running around helping me get everything I needed. Her product knowledge and budget-friendly recommendations were outstanding—I honestly would have been lost without her help! Harry was also fantastic in the fitting rooms, helping me figure out my correct shirt size. Both of them were incredibly professional, bubbly, and made the whole experience stress-free. Huge thanks to both of them! I highly recommend their help if you need a suit fitting at M&S.

M&S Customer Service, You are excellent! Thank you so much to the two ladies that provided me with assesmbly instructions to the hastings warddrobe that is no longer available. Polite and efficient service!

this store is truly the worst store if you’re disabled and you try and get in and out of the lift or because of the shopping basket they cause havoc they damage your Wheelchair or your Mobility Scooter this is ridiculous. They don’t care about them being in your way when you’re coming out and turning left in the food door leaving you no room yesterday I spoke to a manager. I have spoke to management before they’ve done nothing. I get sick of it well now. I’m putting this up on a disabled site as well with over 250,000 members and the other site has also got 89,000 members I am sick of this store being ignorant and not caring about disabled people at all. It’s a pain. I’ve scratched my scooter many times on these baskets and it’s ridiculous. They don’t care the management of this company in any way yesterday I spoke to a woman I think her name was either Gloria or something RIA at the end she’s a manager or Corina Or something like that, she was a nice lady. She took pictures of my Wheelchair showing I can She says and promise me she will do something about this. I hope and pray she does because this is becoming a pain otherwise I’m never shopping in this store again and I spend lots of money in this store always especially on clothes. Food I spend on average on food in this store per week £90 clothing per year 6 to £7000 eating at the café upstairs about £8900 per year. This will all stop. I’m sick of this door. I’m sick of the management I’ve been buying from Marks & Spencer’s for very many years and been a loyal customer to them and this is now put me off buying in the store meaning all of them I’ve even caught shoplift shoplifter On Edgeware Road and tackled them to the floor and I was in a chair. I’ve helped them out many times when I’ve seen shoplifters I’ve came in and warned them regarding this whether they’ve been stealing in Waitrose and walked in and stole loads of things and they’ve caught them in The Edgeware Road branch they cannot do a simple favour for disabled people by moving these baskets elsewhere. It’s ridiculous one day these baskets are gonna and they will hurt someone a child an old person and that will be their fault for putting them in the way of mobility scooters and prams. This store is not worth shopping anymore to be honest with you because of this matter management are extremely very very ignorant I think if the store closes down it would be the best thing it could do. I’ve never known a Marks & Spencer’s management so ignorant in my life as the people in this company not the lady I spoke to The past they really just don’t care I am a Photo journalist. I am a member of two Disabled sites one with over 250,000 members in London and the 89,000 members my usual will be Site and also on the Disabled site to warn Disabled people not to shop here

Large M&S with a complete range of clothing and a large supermarket in the basement. Huge selection of ready meals

I love to shop at M&S especially during Christmas season. It offered many Christmas gift sets.

Good variety of fruits and great vegan options

I go there every time I visit London because the lingerie section is very large and the prices are reasonable, plus having a coffee there is very pleasant.

Massive shoutout to Sonya! What an actual Godsend. She’s so lovely and helpful and went above and beyond. Had a great experience shopping in the M&S food section. Thank you 🙏

Early Marks & Spencer Pastries are good very tasty and warm. Great early morning weekend breakfast treat

Amazing customer service from lynne at the suits section at oxford street. Very helpful and caring made sure i was happy with my suit before i left the place

Had a terrible experience on Feb 16 at 4:16 PM. I used self-checkout to buy an instant coffee and a cheese twist with Apple Pay, but didn’t print a receipt. While bagging, I accidentally scanned an item again, but since I had already paid, I didn’t think much of it. Then, two female staff members stopped me, accused me of not paying, and refused to check my Apple Pay record. One of them printed my receipt, but when I showed her my items, she refused to look at them at first and claimed they weren’t mine. After I pointed out they matched the receipt, she just shrugged, gave me a contemptuous look, and said “OK” with no apology before letting me go—in front of hundreds of customers. Being treated like a thief just because I didn’t print a receipt is unacceptable. The staff’s attitude was rude and unprofessional. Extremely disappointing experience.

This is how Markandspenser delivered my girlfriend flowers for 2025 valentines day today. For 30 pounds Order reference: 306-0056313-7460504 Tracking number: 15501191220177

I wanted to write a review about my experience in the Marble Arch Cafe in M&S - I come here regularly and have to say Joseph is a asset to the company, always friendly, welcoming and very professional! Makes out visit great here every time!

Thanks you Nila for amazing service

Love this location - it’s large and has just about everything.

I had a very disappointing experience at the M&S Marble Arch store. Before Christmas, I bought a suit with the help of a store assistant, trusting their advice on sizing. Since it was a gift, I didn’t try it on until after the holidays, only to find the trousers were far too short. When I returned to exchange them, I waited over an hour only to be told that because the tags were missing and the return period had passed, nothing could be done—despite the trousers being worn just once for a fitting and in perfect condition. I expected better customer service and goodwill, especially since the incorrect fit was due to staff advice. This experience has made me question the point of having shop assistants if their guidance isn’t backed by the store’s policies. Very disappointing.

A big store you may find many things

I went to get my bra fitted and was anxious about sizing and everything however, great thanks to the staff Nadia she really helped me with my experience. She made sure i was satisfied and comfortable with the next steps and helped me find a comfortable bra size for my bust. Nadia was an excellent fitter in communicating and discussing clear to me the different types of bras i should wear and also recommended what is best for my bust size. She made sure I left feeling 100% sure i was correctly fitted and happy with my experience.

Omg Mr.Tim has been a life saver today. Thanks to him for finding me the right size of coat running the whole floor. Really appreciate his help.

We had such a wonderful experience at the M&S! The cashier staff Sonya was super friendly, and she was an absolute delight. She really made our evening shopping trip special. Thank you so much, Sonya! You’re amazing!

Great site in the early hours of Boxing Day 2024:when there is no traffic of vehicles and people.

The changing room attendant made me leave items in a basket and then sent them back to the sales rails… Made my time in that store completely wasted. I tried to ask a manager looking lady for help and she looked at me like I am a pest and wasn’t even pretending for a minute that she would be willing to help. I left upset.

During the Christmas season, Marks & Spencer transforms into a festive wonderland, offering a delightful array of sweets, decorations, and toys that capture the spirit of the holidays. Their selection of sweets includes everything from luxurious chocolates to traditional mince pies, perfect for indulging or gifting to loved ones. The store's Christmas decorations are designed to bring warmth and charm to any home, featuring an assortment of ornaments, wreaths, and lights that cater to both classic and contemporary tastes. Additionally, their toy section is filled with a variety of options that promise to bring joy and excitement to children of all ages, making Marks & Spencer a go-to destination for holiday shopping and creating magical memories during this special time of year

I like this store a lot... Affordable decent quality products in one place... There are cute gift ideas like city ked candles, essential oil gifts... Easy to carry and unique to London.. love the cafe on the top floor... Staff, with the exception of one gentleman, is quite rude... So, if they are nowhere to be found or refusing to take an order, go downstairs to the food section, grab a salad or sandwich and a smoothie, and eat at the cafe.

It's nice, don't forget to go to the bakery, their bread is amazing, and the chocolate is delicious 😍👌🏻

Avoid this store, since it will uglify Oxford Street with another boring bland glass building. Marks and Spencer cares zero about climate change.

Went to Marble Arch Branch of Marks and Spencer specifically to get mens autograph products, 3 members of staff, all mature male was so helpful and helped me find everything that I required, so happy with the service that these 3 gave, sorry didn't get their names but all worked on menswear department. Thank you for a very pleasant and professional experience.

Flagship store? Earls Colne was better. Came here to try on tailored coats. Poor style selection and even poorer size range. Are they trying to push us online? I really wanted to try coats on. Left VERY disappointed

One of the best shops on any high street

Went into the M&S Marble Arch after 6pm, I was looking for a coat in a certain size and the app wasn’t working. I did find an Asian lady trying her best to help, but did need a bit of assistance we went over to the till area. She had a colleague next to her an Eastern European lady, who an asked if she could help she wasn’t interested a-tall. She replied was yes sometimes the app doesn’t work and walked off, I was so surprised then another colleague black said we had a delivery she didn’t even suggest anything. Why have a job dealing with the public if you don’t like them, wasn’t impressed at all with her customer service turning away business!! ;((

The hot chocolate was supposed to be the fancy one. It just tasted like hot, watery milk. Single espresso was as dull as dishwasher too. 'Expertly made by Master Baristas', so their advert says in the coffee shop.... yeah right!

An excellent store with a variety of offers ... we were most impressed by the amount of food choices in the store and the possibility of consuming it in the store ... the prices are extremely affordable compared to the prices in other places ...

On the 13 October(Marble Arch)in the restaurant on the third floor, a member of staff was carrying a large tray full of their cups rammed it into my back, then explained her fingers were letting go so she rammed me, it hurt so badly i have Arthritis in my lower back, anyway i informed Marks and Spencer ,what a joke, they told me no proof( Cameras did not see, how convenient for them) basically on November 18, they offered me a£ 50.00voucher, i told them No, this is an insult! I am so upset that Marks and Spencer can treat their customers this way especially since i was injured in the store by a member of staff, stay well clear of the restaurant on the third floor, if you decide to eat in there be aware of Health and safety standards because they are very slapdash.

I am very dissatisfied with customer service within marks and Spencer’s BUT I visited your branch in Marble Arch and was trying on a pair of trainers a wonderful bubbly assistant was walking through the shoe department and we chatted about my choice of trainer it was Thursday 7th November around 11:30am I didn’t get her name but she made the difference. Great service.

I went to M&S Kensington to buy one Christmas decoration .... it was the last one on the display but also broken. The staff direct me to Marble Arch store because on the till appearing 3 in stock .... I come all the way to Marble Arch store, it also shows on the M&S website 3 decoration on stock but staff couldn't find any on the shop.....

Quality clothes with range of designs to choose from.

Booked appointment for suit fitting. The guy called “moose” was absolutely useless

I have always liked the quality price ratio of M & S products and clothing. I particularly recommend one of the staff members in the men's section (Mr Joseph) who has been so patient and nicely helped me do a Sparks card.

The shop has an incredible variety of options, but when I went to the first floor to ask for directions to the online pickup, the lady at the checkout towards the end responded so rudely that I felt uncomfortable asking her again.Fortunately, when I approached another checkout on the same floor, a different lady was very sweet and helpful. This was on 13/10/2024, 15:00 PM

Marks & Spencer on Oxford Street, London is a high-end department store offering a wide range of clothing, fine food and home goods. It is distinguished by the high quality of its products, especially classic clothes and fresh foods. The store is well organized and provides a comfortable shopping experience, with excellent customer service. Although prices may be higher compared to some other stores in the area, the quality and diverse selection make the visit worthwhile.

Extremely disappointed with my experience at Marks & Spencer !! I placed an order two weeks ago, expecting it to arrive within five days. After waiting patiently, I went to the store only to find out my order wasn’t there. They promised it would be delivered today, but then I received another email stating the delivery was postponed without any clear timeline. This level of unprofessionalism and lack of communication is unacceptable. I expected much better from such a reputable brand.

They have the best pastel de nata

More than forty years and still the same quality of products

It's a department store + food hall (supermarket) combo. I am an M&S fan, so obviously I'm a happy shopper here 😉

I visited only the food market. It's really well stocked... fresh vegetables and fruits, fresh bread 🍞 Large selection of teas, coffees, Infusions You can also find hot meals and you can eat right there

This was just around the corner from our airbnb and we were at this store everyday. The prices were really nice and all great quality items.

I visit regularly as it close to work...staff are lack lustre...kinda don't wana be there vibe...or too busy chatting to other staff rather than be attentive to customers. In this age customers are king..we pay staff wages after all....otherwise they should fire them and replace them with workers who want to be there! 💯

I just wanted to take the time to call out Lottie who helped me today. She was so wonderful - going above and beyond to find what I needed. It was a busy day so I didn’t expect such wonderful service. Thank you Lottie!

Annette was very helpful when I was looking for a suit, 5 star customer service. She is a true gem

Lenny from the men’s department was absolutely fabulous!

Marks and Spencer offers high-quality items for shopping. The staff is friendly and polite, making for a pleasant shopping experience.

Normally I go for food shopping, the coise, availability and quality is always perfect

I have to give this branch five stars because Dipti in the childrenswear section is brilliant - she really couldn’t have done more to help me in my last-minute expedition for an essential item this evening. I’m a semi-regular visitor to this store, but have never needed assistance before now (mainly because I’ve never before gone there on such an urgent mission!), and I’m so grateful Dipti was around on the one occasion where I did need help. I think most people would agree that genuinely excellent customer care is increasingly rare in retail these days, but my experience with Dipti was a brilliant example of how good things can be for customers when staff are high calibre. 5/5, will happily continue to be a repeat customer here!

Flagship 4 storied store on Oxford Street.

Your female employee at the self checkout area holding the m&s bags that are for 40p was so rude. This was at 4:00pm on Sunday September 8, 2024.

Great service and on the third floor cafe served by Geraldine and Etasam.

Warning! Don't go! Very discriminatory and rude. Asked for a manager to speak with, was told to line up in a 20 person line to request that. Save your time

Atrocious lack of customer service from Marble Arch branch manager Kate today. She fibbed about something, was found out and did not have the good grace to own up let alone apologise. Truly shocking. She says if you buy products which are not M&S they cannot refund in store so probably best to buy elsewhere. No wonder there were hardly any customers in the flag ship store.

Why is it allways such a difficult to find the right size at M&S. Not once have we succseeded to a find the correct sizes with my son for all the things he wanted to buy. Also the staff seem to be bored and not at all helpful.

I booked an appointment to get help with finding a suit and was fortunate to be assisted by Lynne. She did an outstanding job, demonstrating true professionalism and ensuring the suit fit perfectly in every way. I'm extremely satisfied with the suit chosen and would happily return here.

Reasonable prices for an extremely busy Oxford Street restaurant . Just do afternoon teas here £10 compared to posh hotels n other tea rooms in London. Always value for the bucks! The scones are still warm

I was assaulted by someone in the store. Not only did security let him go, I was gaslit by customer services who claimed they would ‘investigate’ when the police were called to the premises, and then refused to do anything about it and tried to rewrite the chain of events, refused to give me transparency on ‘their investigation’ and tried to manipulate EU law and GDPR terms and laws to avoid providing this transparency. Awkward, given that I work with data. After 30 years of loyal patronage and a multi-generational customer relationship with M&S, I will not be spending another penny in any of their stores after this experience. Have escalated this to an the trading commission as M&S clearly can’t handle their own processes, or understand the law. I was only able to capture the aftermath of the attack on video sadly.

Menswear section only stocks L, XL and above sizes. Took my business elsewhere.

18th August 2024 @ 17:41. Wanted to pay on the first floor, near the tills by the ladies shoes. 2 members of staff (1 younger male african looking and 1 elder male caucasian)were serving customers however when I joined the queue, they insisted the tills were closing. They started cleaning the till area and putting the clothes back. I saw a few minutes later that the elder member of staff had stopped to help another customer query at the till. I'm speechless that neither of them would serve me. Disgraceful.

A well-known store with branches in more than one country. This branch is on Arab Street, Ajawar Road, opposite the Hilton Metropole London Hotel.

This place is great. Get things quick and price is reasonable.

The supermarket is very good, for a quick purchase and avoiding dining at a restaurant to save is a good option

Went in to do some shopping unfortunately no AC it was tooooo hot we couldn’t stay for even five minutes and left

Mo from the men’s section was extremely helpful and friendly. Advised us on different sizes of suits and which one suits me best. Aside, it was very hot inside lots of fans on but blow hot air.

It's a dump, no aircon. Like shopping in a sauna.

Beautiful store with many choices and everyone is so friendly and helpful. Special shoutout to Paula who was so nice to my 13yo niece that she even agreed to get measured by her for her first bra. Thank you so much!!

No A/C working... not a pleasant experience it can get very hot during the summer

Nice and big shop. You can find almost anything in there. Friendly staff but one employe was rude to me. Easily accessible. I'll definitely come back.

The cashiers were quite rude, not at all polite or welcoming, specially the women. The manager was quite rude too. Didn't feel welcome there, will not go again. Bad selection of staff. Almost all the employees looked grumpy. May be they need to hire fresh staff with welcoming smiles.

Excellent English store with a good range of clothing for children, babies and adults. Excellent supermarket with good grocery products and great cookies

All I want for Christmas is a fake bum 😭

Not sure why this is here given the difference in quality to many nearby department stores. The clothing quality also wasn't what i was looking for.

Very poor store. They've been in dispute with the government about them wanting to knock it down and rebuild it

I went Sunday last for a bra fitting . Wow , what a lovely lady I had helping me. Made me feel so at ease. Thank u Darjit.,

Had an extremely horrible customer services just now. Never will go back. Very rude, unpolite and unprofessional staff members. I worked over 17 years in customer services myself, and never treated my customers like that! Looking at the reviews below, seems that many people had this sort of disgusting experience.

Honestly, it is one of the most beautiful and luxurious supermarkets in Britain Her products are amazing

Went for a post-surgery bra fitting twice, the staff are very friendly, and helpful. Highly recommend!

Hardly had any men's shirts in stock.

Wide variety of choices to buy from here good for mee up friends you've never seen for a while, that fining are is a good and perfect ambience for a n intimate cha

Staff. I get that it's busy and not everyone is the nicest however I tried my best to be polite and understanding. When walking past staff I did the human decent thing and said sorry and excuse me. Your staff however barged past me pushing me into the rails without even saying a word. Not only that but the changing room staff where rude and dismissive when trying to hand back my items and number it was snatched without a thank you. What a pack of manners. Considering you have chosen to work with the public at least treat us with the same decency I tired my best to show you knowing your stress.

DISGUSTING SERVICE. The standards of M&S have depleted SIGNIFICANTLY!!!! I am not sure how and why they are hiring such unprofessional staff. The women working on both the lingerie and ground floor changing rooms were extremely unkind. They offered no assistance in the slightest, and in fact laughed at me when they saw I was struggling with bags, then continued to talk amongst themselves on individual floors. They did not even hand me the number token, they waved at me uncaringly to get it myself whilst they were gossiping in the corner. I am appalled, and I sincerely hope corporate becomes involved.

The Manager Tatyna was extremely knowledgeable, helpful and polite

Pathetic the flagship store does not have air-conditioning and it’s so warm inside it’s unbearable to be here for more than 30 minutes and they wonder why they are not making a profit

At the moment, no aircon and smelly. 🫣

Amazing fresh food, no queues, the grab-n-go section is stunning

This is only for their food hall. Wide variety of food. Not cheap but these are great tasting quality items. There are a number of sushi stores on UK high Streets. M & S sushi is simply the best sushi. Rice is good and fish portions are generous.

There was two nice, polite, friendly and helpful staff. They had excellent customer service skills and went above and beyond to assist me today with what i was looking for. It's good experiences like this that makes me a returning customer.

I usually love M&S, and have spent a lot time inside their stores. The customer service is always lovely. Today however I had probably the worst customer service I have ever experienced in the UK. I bought a V-neck sweater in the beginning of March this year. Unfortunately the last time I washed it the stitching on the V-neck detail came apart, leaving a hole in the neckline. Having purchased it 2 months ago I took it back to the store to get a refund. In the shop (Marble Arch on 19/05/2024 ground floor women’s department till at around 15:35, I was served on the left side of the till when facing it on the second till) I was served by a lady and her manager. The lady was polite, her manager on the other hand was extremely rude. I explained the situation and she said that I waited too long to bring it back and there was nothing they could do. I work retail and I know that this is not the case, you can return faulty items up to a year after purchase. I explained this and she accused me of shrinking the sweater. I explained that the sweater size was a small, it was still the original size and the issue was just that the stitching had come apart. She then said that I had not washed it according to instructions. I said that I washed it inside out on a delicates cycle at 30° and didn’t put it in the dryer (the tag says you can machine wash up to 40° and can tumble dry on low). She replied that the tag said a cold wash and 30° wasn’t cold. I showed her the machine wash symbol that clearly displays 40°. She again accused me of shrinking the sweater, and said there was nothing they could do (all in an extremely rude and dismissive manner). I asked to speak to a manager and thats when she informed me that she was the manager. I explained that I too work retail and I am aware of my rights as I have to deal with these situations every day. She the said that I could go and look for something that was the same price and exchange. Clearly there was at least one thing they could do. I asked if they had the same sweater in stock in the store and she shrugged her shoulders and told me to go look for it. I asked for the customer service number and logged a formal complaint against the manager, explaining what had happened. They told me that I could post the item back to them for a refund (and that they would also refund the postage fee). I ended up going to another department within the store to try and exchange it as I did not want to go through the hassle of posting it back to M&S customer services. The gentleman that helped me in the men’s department was lovely and after explaining what had happened to the item he gave me a cash refund and logged the item as faulty. I didn’t tell him about the previous altercation so clearly there is no M&S policy that if an item is faulty beyond the 30 days after purchase that they don’t accept any returns. This is really disgraceful behaviour especially coming from a manager. I would understand skepticism if I was trying to get a refund with no receipt or on an item that was purchased over 6 months ago, but this was not the case. As I said, I work retail and would have been disciplined if I ever behaved this way with a customer, and it is really a shame that this is the level of customer service that a manager is demonstrating as an example towards their team, especially in a company like M&S thats prides themselves on great customer service. I hope this matter is brought to the manager’s attention and that they are not allowed to treat other customers in the same disrespectful way that I was treated.

Coffee shop excellent, both foodhall and clothing well stocked. Staff very helpful.

A large store with a vast range of M&S products.