Marks & Spencer in City of London, Westminster

Plenty of expired products in the beauty section...

While my wife was trying on the pants, a woman from the staff was shouting at her and then she broke into the fitting room and started collecting clothes that had been left there by someone. A nightmare and a scandal. I don't recommend it only because of the terrible service!!!

I bought pillow cover, duvet cover, waterproof mattress cover for single bed. Other things were all good but when I unwraped the mattress cover, it turns out that there was a red spot. I tried to erase it but failed. Going back again to Soho is quite hard to me now, so I just decide to use it but it doesn't mean I'm any less upset. PLEASE TAKE CARE OF YOUR GOODS MORE

It's an easy shop with plenty to offer. I always feel I want to buy something in the food hall even though I may not need it. Very well laid out and inviting. How a shop should be.

“Yesterday, I visited M&S to exchange a bag. The team assured me that a replacement would be ordered directly to my home, so I left the original bag with them. However, this morning, I received a call from an M&S representative, Mayem, who informed me that the order had been cancelled. After a long hold time, I was told that the bag could not be reordered and that I’d need to return to the store in person to reorder or request a refund. This is unacceptable service. M&S call me when you’re ready to sort this out - Will Dowds

Customer service in this store is second to none. The lady that served me at the till in the home department was very understanding of the issues related to the return/ refund, she was very helpful. Thank you.

I don't know how people manage to find their size here it's all random and all 2XL or 3XL and nothing below S. Total chaos

Since Covid I have shopped daily for groceries at M&S Pantheon and have always been impressed by the staff who are under constant pressure in a very busy store. This week I have been about as annoying as it's possible to be in search of a particular pair of shoes in the menswear department. Everyone went above and beyond to find my shoes and Priti called me three days later when a pair surfaced. As I had already ordered the shoes online anyway, and then become impatient before they arrived, nobody needed to track down an additional pair. Everyone in the department was super helpful.

I don't normally leave reviews but I think Kim in the lingerie department deserves a mention, as she was great with my bra fitting and found me some good options. Thank you Kim !!

I have always had a positive experience in my many years of coming here. The M&S staff are great. For the first time today I was targeted by security personnel because they had just caught someone allegedly stealing something and taken them into their office. So likely on some power trip. An item I had bought from Boots set off their alarms without me realising as I had earphones in. Their security actually ran after me out of the store to check my items. I’d just bought TEA and YOGHURT from M&S. When it was clearly obvious to us both it was the Boots item that had set off the alarm, and I didn’t get a receipt from the M&S till, they demanded to see I had purchased the items on my phone and wouldn’t let me leave. I kept asking why and they kept saying, “No, YOU don’t understand.”Luckily the purchase showed on my phone but what if it was someone else who had paid cash and threw their recipe away or couldn’t show their purchase on their app? Would I have been taken away to be questioned for basically nothing? Absolute lack of common sense and made to make customers feel like they are possible criminals.

Today i went to this store, it started fine when I returned an item so helpful. I then went to the menswear department. It was appalling that all the racks were full of sizes S, M, L, XL and very little XXL I saw less than a handful of XXXL seems marks and Spencer only cater for thin men. I did ask the first staff member who suggested that the marble arch store was 4 mins away maybe by car on empty road. Not for a disabled person walking response sorry and walked off. I went on to look t tops and asked a girl who was staning at a little desk here to help. I explained my dislike to this problem. Response yeh I know in winney voice I asked for a manager again explained what was my issue and he wasn't much better. I pointed out that of you go downstairs to ladies ware the size s available go from size 8 - 26 ummm maybe I should have been born a woman. Atleast I could get cloths that fit. The manager I spoke to told me the bigger items must have sold I pointed out yet all the small sizes are still on the rack. I then went to food Hall and had to go to ground floor to get reception to activate my offers 21st century and m&s don't think its important to have receptionin their store. Need to get intouch with customer needs.

I’ve been a loyal customer of Marks & Spencer for quite some time and generally have great experiences shopping here. However, during my recent visit to the men’s section on the first floor, I encountered an unfortunate situation in the dressing room area. A staff member working there, whose description fits a tall, skinny black woman, was unprofessional during my interaction with her. When I politely inquired about where to leave clothes I wasn’t purchasing, she responded with a dismissive attitude and was not helpful. Additionally, it appeared that she wasn’t actively engaged in assisting customers or managing the fitting area, other than talking to herself and saying “thank you” to herself . I believe the customer experience at Marks & Spencer is important, and I recommend the store manager review this employee’s performance and assess whether she is suited for this role. It’s essential that all staff members maintain a professional and courteous demeanor, as it directly impacts the overall shopping experience.

Just walked into the men's fitting room to try 2 pairs of trousers. I said hello to the staff lady, saying I wanted to try these. She didn't say hello and only said "can you try to put them back on the hangers?" I was really taken back, and responded that I would try. She responded "you're Gona try?", with a really passive agressive attitude. I went back to put the trousers back straight away and left the store. Regardless of the reason, whether it's justified or not, you just don't treat customers like this. I have always rated Marks & Spencer - the store and the staff. If you dig my past reviews you will see this. What a joke.

Their grocery store on the lower ground floor is excellent. They have a surprisingly wide variety of produces and other kitchen staples given this central location.

I just had the worse shopping experience here in this shop. I was trying the perfume in the beauty section for 15-20mins as they had some many options and I took pics of the ones I like . After 10 minutes of trying, one security guy came stand at the section. I did not really care, but after a while I started to realised that he was checking on me. But I did not really care until he followed me to the -1 floor home section. I saw him. And the other staff after speaking to waki taki, he started to follow me. Another point I can confirm he was following me was when I left the perfumes on a table and about to find the way to leave the shop , he told me the way to the exit and asked me: you are paying the perfumes ? ( I didn’t take the perfumes and who is asking like this to a customer, assuming I am the thief ? ) I told him : no because it seems like you were following me! What I really would like to know is what did I do wrong? Because I was there for 20 mins ? And also if you think I am suspicious, you should have just used waki taki to tell your colleagues to pay attention on me. Not following me! That is very poor customer service and very poor talking skills! Should retrain your staff. In the end I still came back to buy the perfumes because I really like them. But will definitely not coming back to this shop again.

I was confused with my suit size but Rafiha sort it out for me..She was amazing with her customer service. Helped me to find my best suit for graduation.

Try the fruit scones....crispy on the outside, nice and fluffy on the inside

Plenty to buy whatever the age regarding g clothing. Also lots of colours if looking for bedding and towels. Furniture is nolonger featured in store. Friendly and helpful staff. Cafe is on top floor and does have great choice.

One of their first rank stores. Love the food hall.

Once again, I found myself disappointed at the same store today . 173 Oxford St, London W1D 2JR at 1430 11/09/2024. They have a new beauty counter, and as one usually does, I was trying on some products that had clear samples available. A lady approached me and informed me that I could only try the products if I had a consultation at the beauty counter. I was testing out two products, one of which was quite heavy on the face, and I was trying to figure out how it suited my skin when there was too much product on. Instead of offering assistance, the lady reprimanded me for using the products. I spoke to the manager on duty, a lady named Amy or Emma, who showed no signs of apology. She asked me who had spoken to me, and when I told her, the lady in question was brought over. The manager seemed to be trying to justify the unacceptable behavior, as the lady at the beauty counter claimed that her manager had instructed her that customers couldn't try on products. It's puzzling why they would have a beauty counter for the first time and not understand the basics of customer service, where customers are allowed to try products. The lady even went as far as to say I couldn't have a makeover, even though I was simply trying out a few products. She failed to ask if I needed any help The lady then falsely claimed that I was sitting on the chair, which I wasn't. I challenged the manager to review the CCTV footage, as I was actually standing and looking in the mirror, adjusting the product on my face with my bag on the table next to me. If it truly was their policy not to allow customers to try on products, they should have clear signs in place. It's disappointing that this is the first time MNS has a beauty counter and this is how they choose to treat their customers. The manager showed no remorse or apology, offering only empty words. I left the store without any resolution. I intend to file a formal complaint against your store and will inform others about this experience. I will also share my dissatisfaction with the brand whose products you are selling, highlighting the poor customer service at MNS. This is why the retail industry is failing miserably; when you enter a store and are accosted by staff members, why would anyone want to shop there? It appears that MNS lacks an understanding of customer service in their beauty counters. Many of the product samples were depleted and not restocked. Having worked at a beauty counter myself, I would never dream of speaking to a customer in such a manner. MNS lacks even the most basic customer service skills. This is the second time this year that I have encountered issues at the same store, and no action has been taken to address them..

M&S offers trendy clothes and fresh groceries, all in one place! The store is always well-organized, making it easy to find exactly what you need.

I honestly had the worst experience here. I came with my 2 sisters to have a bra fitting. We were served by Isabella/Isabelle (cant remember). It was an old lady who works at the lingerie section. We all came for our bra fitting which was booked online and then Isabelle tells each of us to just stand there near the exit (not in the private rooms) while she guesses what size we are by looking at us. There was no tape measure, there was no 1-1 service. This was in front of other customers and we just felt so stupid here. Here is when it gets worse. As she guessed our sizes, we thought it may be accurate as she works in the lingerie section. She said my cousin is an E cup, bare in mind shes the flattest person i know. Shes probably a AAA if anything. She gave us ridiculous sizing that we felt so put off to receive any more help from her that we ended up doing it ourselves. My sisters not did not end up buying anything and we literally came to oxford circus to get measured. Do not waste ur time here.

In general this store is fantastic. But today I witnessed one of the workers putting out all of the pastry items with her bare hands. Is this normal?

Food line is amazing and can't fault it. Mens clothes range is a disaster. Decent looking clothes (although a tad expensive), however they only seem to cater for large and above. Where are all the mediums and small sizes? Why are there only XL sizes on the racks? Do you not order enough S/M sizes? Or does M&S now only cater for the clinically obese?

There’s nothing like spending £50 on overpriced food just for the so-called security guard to accuse you of stealing it.

Great but the self-checkouts are extremely annoying. Social breakdown and waste of time. There's a cashier in the corner

Big tidy store with loads of options but the team's customer service could be improved. Going to M and S and being denied to have the shop floor team go and check a product availability at the back reflects bad on the brand. I suggest you train your team to have a more customer focused approach.

Dont allow people in to the Food Hall to shop if you dont open checkouts until a much later time.

Went in to get a tuxedo and Andre was very helpful and knowledgeable. Turned what was otherwise going to be an hour of looking around to an enjoyable 20 minutes.

Quality products at reasonable prices. Food market particularly good.

Terrible service at the café Won't be coming back

Very fast click and collect service, will definitely use again

An incredibly helpful and kind member of staff helped me find a specific dress that was showing as ‘in stock’ in the shop online but nowhere to be seen on the shop floor. Thank you, Warda! ✨

Marie went above and beyond for my aunts. M&S you are lucky to have someone like Marie! Old school caring customer service. Thank you Marie!

Had a really helpful and knowledgeable suit fitting with Tony. Great service and good value!

No self checkout so long lines. Terrible bright lighting in your face.

Great selection of men’s suits, what I came in for. I had an issue with one of my products and the staff members were really really helpful and fixed it ASAP! Definitely coming back regularly!

Biggest Marks & Spencer I’ve ever visited. Not sure if it’s the biggest in on Oxford however. Very well organized in several floors. Plenty of clothing though I’m not sure I see much more of anything besides a cafe which is on here Home floor. Worth visiting as Marks and Spencer is an institute in London though I was disappointed in the lack of sales

Afternoon tea for £20 sure hit the spot! Everything I wanted in an afternoon tea. Tasty sandwiches, and the scone with strawberry jam and clotted cream was very very good. In my eyes very worth the money.

Great selection but if want to buy a suit or a pair of shoes I’d suggest going elsewhere; there’s never any staff on the shop floor to help you.

Used the cafe to grab a quick bite to eat, they made a mistake with the food but rectified it promptly with no fuss, excellent service and good quality food too.

Great service all this week! Been at a work conference in this area and served amazingly by Natalia - she went out of her way for each of my visits for lunch and I loved the cafe which was great and had a calm atmosphere during a very busy work week for myself haha - great m&s (although toilets could do with a bit of work)

Whenever I pop in here, the service is exemplary. I was looked after by Cece on the first floor menswear. Cece is a credit to the business. Professional, friendly, knowledgeable and a delight to converse with.

What an amazing productive service from OLGA ( pharmacy department), she was very patient, helpful and knowledgeable in giving me the right product. Thanks for the help Olga!

Absolutely fantastic service from Mr. Steve! M&S is doing a fantastic job training their staff like this. If you have staff like Steve, you'll visit the store regularly! I just went there to browse around but I ended up buying a lot of stuff thanks to his experience and guidance. Will be going there again soon!

The display space in the mall is spacious and comfortable, and the toilets are relatively clean.

We came here to return this suit bought for someone but the Manager name Alan refused and behaved very rude even though this suit is in same condition but still i am not going to visit this place ever again… very disappointed by the service

A few sips of a purer coffee, what surprising difference they make for one's awaken, but calm mood ... [later edit] Still 5-stars, but accidents can happen while opening their coffee pack at the top. It has blown out through a small hole created mid-pack under the pressure. Coffee packs (& packs in general) do usually open up fairly easily at the top. (e.g. Jacobs, Dallmayr, Lavazza, which may not serve the same coffee tastes)

There are fresh products in the supermarket, it has everything, there are floors defined for each area, the food area is fantastic, children's clothing is wonderful

Very nice store with excellent products.

Sehr gute Auswahl und sehr freundliches Personal

Never too busy, good organisation and well placed products.

This place deserve a 5 stars as they now provide a free douche station in the toilet 😂😂😂😂😂😂😂😂😂 . I mean I have seen a lot in uk since I moved here…. But 04/12/23

Had a really lovely afternoon tea here for £10. Sandwich, scone jam and clotted cream, 3 tiny bite size cakes and a pot of tea.

I was very disappointed with the state of the toilets. No paper in most of the cubicles and only 1 soap dispenser working. I did not see a cleaning/restocking chart which all toilets should have. One positive was a great cup of tea in the Cafe.

I went for a suit fitting, which I'd booked online with surprising ease. Too much ease, evidently, as nobody was "on" suit fittings upon my arrival. A lovely young M&Ser in training was assigned to help me, and was able to ask "what size suit do you need?" - not exactly the level of support I was hoping for. They had a very broad selection of reasonably priced, good quality suits, but I was essentially shopping alone. My expectations had been set high because of the "personal suit fit" pitch, which it very much isn't. Either way, pretty good.

I went into M&S today during my lunch break and bought a couple of clothing items as M&S seems to have significantly upped its game. I also wanted a skirt I'd spotted which wasn't available in my size on the rack. The assistant called Jacqueline M was super helpful and went the extra mile to try and help me find one either in store or online. So great to receive excellent service and such a rarity these days. Thank you so much!!

I like the food selection, they have a variety of food options specifically the healthy food options. They offer cold cuts sandwiches as well as hot meals, sushi, fresh juices, salads.. etc. they have a great express checkout where you can pay and go in addition to some tables with all utilities needed.

Bulk standard M&S food Hall with plenty of choice.

As always yes my beloved M And S never fails to find something that fits me. I'm tall and so clothes are harder to find. The regular, short and tall options are always available. I love Marks

Magasin anglais de nourriture et vetements, produits de beaute Specialites anglaises, certaines que vous ne trouverez que chez eux Les nostalgiques des Marks et Spencer Francais qui ont tous fermes, surtout depuis le brexit, vont etre ravis Celui d'Oxford street est plutot grand

Tempat belanja yg nyaman, semua produk berkualitas

Short-staffed on mens floor. Lack of signage . Feels a bit sterile. Clothes aimed at pensioners it seems.

Galeries lafayette à l'anglaise

Really nice and clean looking really good all clothes and home things you can buy here

Served by a very friendly lady Natalia who gave great customer service. Thank you

Lovely place for men’s shopping, lots of variety and great collection!

I'm a loyal customer of this clothing shop. Their commitment to sustainable and ethical fashion choices aligns perfectly with my values

I absolutely love their food hall, always. I make sure to go in every visit. I like their cakes, peanuts, prepackaged salads, chocolates, gifts and gift bags as well.

Rude unhelpful staff, specifically Stefan from the Bureau de Change at Oxford Circus. The website is listed as open until 6 but I was refused service at 5:30 and the man at the counter needs customer service training. Sadly after using M&S for as long as I can remember for banking and money exchange I will no longer be a customer. Your service is just not what it used to be.

Fantastic as usual I love it, high quality good prices

Great choice of items and not many people, but the time was late in the day....

M&S has always been one of my favourites for snacks, fruits or drinks and this branch on Oxford Street is surprisingly very spacious and many choices of groceries on sale. Came in to get a drink and was pleasantly surprised. On top of this well orgainsed supermarket , there is also a M&S cafe up on the 1st floor with comfortable seatings and serving quality affordable Afternoon Tea Set.

The bureau exchange staff came out of the office and over to my 2 children who where mainly sitting on the steps or walking up and down them while I looked at luggage and told them to ‘Shut Up’ they were being too loud and other things to that effect. My daughter (8)was about in tears being spoken to in this way and my son (10) who has sen needs upset. He walked away and I went over to question what he had said and both men in the office proceeded to tell me they should be quiet and shouldn’t be in here. I said they were just walking up and down the stairs and weren’t being loud at all they were just being kids. They both defended his actions they were rude and condescending, when I spoke to a manager and staff they weren’t suprised and this has happened before, I walked out when I was about to spend £100+ on luggage for myself as a treat as we are here on holiday it has ruined the day for us completely.

חנות ענקית להכל כנראה שזו שברחוב אוקספורד שהיא הכי גדולה, יש שם החל מאוכל וכלה בנעליים סופרמרק וטיפוח ובגדים ועוד המחירים לא זולים(אבל גם לא ממש יקר) המבחר הגדול זה חלק הטוב במקום מסודר טיפ טופ ונקי

Hannah in the suit department was so kind and helpful. Made my shopping experience all the better!!

My personal experience was very bad today I was really upset all day because of this rude girl who works in the women clothing fitting room who dyed her YELLOW ORANGE BLOND (HER NAME IS JOY I checked with her colleague ) She was the worst person I have ever dealt with in a store in my life very rude and yelling at customers like they are naughty kids at school. She should be fired immediately That’s very bad for your stores reputation. I saw someone wrote a review about her too it means she’s a bad person. I’m pretty sure there’s something wrong with her. If I go there and see her again it means the management needs to review their employees behavior. I happened to get some clothes I was trying and don’t need back from the fitting room to her but forgot to bring the 2 hangers and she literally started yelling at me I told her to speak nicely but I should have reported her on the spot while there. You really have to do something about this unstable woman. I will never go back again even though I like M&S. Maybe your staff should take lessons and training on how to respect customers from M&S in Dubai. I will def not go back again.

Best for summer fruits, flowers and dessert. I always prefer M&S for fruit even though it can sometimes be a little dearer. There's a back entrance on Great Malborough Street if you want to avoid the crowds on Oxford Street. This M&S is handy for grabbing some groceries after a shopping day in town. It's a bright and spacious supermarket in the basement, which has always been well stocked whenever I have gone there. A decent range. I've never really seen any bargains or much reduced items. Central London stores tend to have less, perhaps because they do get a lot of customers.

The Food from M&S food hall is not allowed to dine in its M&S cafe. Never had this worst experience. They take out the food desk and chair from the food hall and ask the customer to dine in the Cafe. But the staffs said the food from food hall is not permitted in the Cafe. What was the stupid policy from? NEVER GO BACK TO M&S CAFE and FOOD HELL again.

This flat bread is incredible Put it in your diet

Old established M&S, often very busy. Great service.

Big supermarket with high quality products. On the first floor there are clothing items while on the -1 there is the home section as well as the food one. The bakery section is really good and the fruit is fresh. There are also many take away salads and sandwiches. A bit less clean and organized compared to the shop near Victoria station Supermercato molto grande con una bella sezione panetteria e molta frutta fresca.

Extremely unhelpful and rude girl - Emily handling the changing room on the top floor in the lingerie section. No customer service etiquette- no smile, no thank you’s. Always on her phone in the inner room on the right. Maybe needs a career change?!? Not suited for retail! Hope the manager takes notice of this review.

Hier findet sich für Jeden etwas.

La ropa es muy barata, aunque un poco cutre la zona de comida está bien algunos precios son un poco elevados comparados con España pero no está mal

M&S Food im Keller ist super für die Selbstverpflegung. Meal-Deals, Baukastenmahlzeiten... Hier kommt man für Londoner Verhältnisse günstig weg und die Qualität ist super! Hab für zwei Personen z.B.asiatische Nudeln, Gemüse, Fleisch und Sauce gekauft, die man in der JH nur in die Pfanne hauen musste. Hat für 2 Personen gereicht, kostete insgesamt 8 Pfund und war lecker.

Very friendly and helpful staff. Big thanks to everyone working at the men's clothing for everything.

Beautiful environment with beautiful clothes

Department store and supermarket. Has most things you need. Carries a lot store brand priducts and has limited brand choices.

Very late review although I came into M&S over a year ago looking for a last minute suit, I was assisted by Patrick, Steve and the finishing touches were made by Rosemarie, such a helpful and friendly staff, with amazing quality suits, I left the store with a suit that fitted perfectly, the service was 10/10 and I thank all the staff that helped me that day, really made my experience

Huge thanks goes to Alice. She is very welcoming and has a positive attitude.

Great shop, good signs ,was able to find what I was looking for.

The staff here, literally every staff I spoke to on the 2nd to ground floor, were all awful. So unhelpful, rude, ugly, I will never come back

This review is based on the bra fitting service. I had my doubts at the time but the next day and getting a second opinion realised the person fitting me had clearly given me such bad and incorrect advice resulting me in spending £80 on 2 bras and matching underwear that don't fit. Hopefully will get a refund for one as I wore the other the next day to be test it out.such a shame

M&S Tuna toastie was yum😋the chips that came with the toastie was thick but properly cooked. After a long day of shopping at Oxford street, this cafe can be a good break for snack/quick bite/coffee. I definitely recommend it 👍🏽

The items were not in their original packaging. It was clear that this had previously been a return from another customer. One shirt was even missing some of the tags and plastics they come packaged with. To add insult to injury, there was a label on the bag stating something like "In order to be eligible for return, all items must be returned with all packaging intact". I was very disappointed by these apparently double standards.

Extremely bad customer service, more than anyone the manager is extremely rude and unhelpful. I was on the second floor in the evening and had to have a conversation with him. He Does not help, on contrary asks you several questions about yourself to affect your confidence in making an official complaint. Very disappointing. Never going back again to this outlet again. Really unhelpful and bad behaviour and customer service.

Quite a big supermarket. Interior is nice.

After having such a bad customer's service experience from the NEXT store, Oxford Street. I wrnt over to this M&S store to look for trousers, etc. I spent the same hours. One hour in M&S. Spent over £200. Spent another £100 upstairs-Men's department & have afternoon tea at M&S cafe. What a great change of atmosphere. I must admit M&S does always uphold their customer service so well. Never fail customer's expectations. And thanks so much to the cashier, Yvonne on G. Floor. She really makes my day. Especially after having such a bad experience of customer service from the NEXT store. I will definitely recommend anyone to shop at M&S. Highly recommended ⭐️⭐️⭐️⭐️⭐️

Workers on women’s floor are unprofessional and rude! They made me put on all the clothes back on hangers, when it’s literally their job? And they held up the whole line and kept saying cant you be faster when clearly my hands were full, and once again putting clothes back on hangers is not my responsibility