Review Insights · App Store
M&S - Fashion, Food & Homeware
Marks and Spencer plc · 3,611 ratings · ★ 4.8
4.8
★★★★★
3,611 ratings
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Top complaints - extracted from 18 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"size"
4 negative reviews mention this · 22% of all complaints
★★★★★ "Poor implementation. Looks nice to begin with, but riddled with problems. Passwords don’t accept all sorts of characters but it does not tell you what. Took 4 attempts and I eventually just used numbers and letters which is not great in terms of security. The s…" - thechane
2
"customer"
3 negative reviews mention this · 17% of all complaints
★★★★★ "Not all customers lives in the UK. Shopping with M&S from across the pond is a pain! I rely on M&S to send gifts to friends and relatives but your software makes it soooo difficult!" - Ex- Pat
3
"cannot"
3 negative reviews mention this · 17% of all complaints
★★★★★ "Terrible Customer Service. Cannot get any help when you need it, if you do get through to an agent, they don’t speak English, completely hopeless" - forrealsidonthavetimeforthis
4
"through"
3 negative reviews mention this · 17% of all complaints
★★★★★ "Terrible Customer Service. Cannot get any help when you need it, if you do get through to an agent, they don’t speak English, completely hopeless" - forrealsidonthavetimeforthis
5
"items"
3 negative reviews mention this · 17% of all complaints
★★★★★ "Glitches out often. Often the app stops letting you look at specific items. You can still do searches or browse, but if you click on a specific item for more details it just goes white. If you close the app out and reopen it then works again. Kinda frustrating…" - NyarNibbles
6
"card"
3 negative reviews mention this · 17% of all complaints
★★★★★ "Not useable. Tried to use the new app refuses to except my email address but recognises me as a member can’t sign in or link my physical sparks card. Catch 22. Obviously needs more work." - pppppp!!@@
7
"anything"
3 negative reviews mention this · 17% of all complaints
★★★★★ "Useless. Just awful.. Spam text messages that won’t stop. Try to contact customer services, the app just loads giant desktop-sized web forms on your phone. And the comment fields don’t even render, so you can’t type anything. Try chat, type your message and the …" - interlard
8
"doesn"
3 negative reviews mention this · 17% of all complaints
★★★★★ "Can only find stores near you.... But not the store you actually need. M&S has also food only stores, not just full blown department stores. I wanted to find a M&S store with a Men’s Apparel department. This app doesn’t allow you to lookup stores that have more than just …" - Pakitt
📋 All 18 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Not all customers lives in the UK
Shopping with M&S from across the pond is a pain! I rely on M&S to send gifts to friends and relatives but your software makes it soooo difficult!
Terrible Customer Service
Cannot get any help when you need it, if you do get through to an agent, they don’t speak English, completely hopeless
Horrible app
This app is horrible! M and S should realize that their company is now global and they need to have one app with the flexibility of changing the geo location. We are in 2024 and the app is stuck in Y2K.
Not useable
Tried to use the new app refuses to except my email address but recognises me as a member can’t sign in or link my physical sparks card. Catch 22. Obviously needs more work.
Gift card
Why do I get charged £3.50’to deliver a text gift card? Makes no sense
Useless. Just awful.
Spam text messages that won’t stop. Try to contact customer services, the app just loads giant desktop-sized web forms on your phone. And the comment fields don’t even render, so you can’t type anything. Try chat, type your message and the representative just leaves the chat without responding. They won’t even respond to emails. You can see why M&S is losing money. Good riddance.
Mobile Pay Go is broken
I’ve had a number of issues with Mobile Pay Go where the transaction shows up as failed and does not provide a receipt and then the transaction does show up on my credit card statement. I get double-billed for the same purchase, through the app and then at the till. There is also no customer service for Mobile Pay Go so good luck finding someone to help you.
M&S should link Mobile Pay Go to a customer’s account so the receipts show up for all purchases. They need to fix the bug where the purchase ‘fails’ and you still get billed and they need to provide customer service directly for Mobile Pay Go.
M&S should link Mobile Pay Go to a customer’s account so the receipts show up for all purchases. They need to fix the bug where the purchase ‘fails’ and you still get billed and they need to provide customer service directly for Mobile Pay Go.
Can only find stores near you...
But not the store you actually need.
M&S has also food only stores, not just full blown department stores. I wanted to find a M&S store with a Men’s Apparel department.
This app doesn’t allow you to lookup stores that have more than just food or by available department. You cannot even scroll the map and do a “search here”. So if you are near an M&S only Food next to you, that’s the only (one!) it will show you.
The feature should be called “store nearest to you” and not “search for a store”. Because you really can’t. The search requires you to know the name of the area where the store is located.
As a visiting tourist in London this app “Store search” is quite useless.
M&S has also food only stores, not just full blown department stores. I wanted to find a M&S store with a Men’s Apparel department.
This app doesn’t allow you to lookup stores that have more than just food or by available department. You cannot even scroll the map and do a “search here”. So if you are near an M&S only Food next to you, that’s the only (one!) it will show you.
The feature should be called “store nearest to you” and not “search for a store”. Because you really can’t. The search requires you to know the name of the area where the store is located.
As a visiting tourist in London this app “Store search” is quite useless.
Doesn’t work
Won’t add items to bag.....
App won't update and can't be deleted
Don't load! Is unusable. Loads only part way and then cannot be deleted. Now what do I do?
Tiny pictures and font size
I downloaded the app and after using it for 10 minutes felt like my eyes are burning. The font size is tiny, but the most important pictures are small. While browsing thru the list of items - I just closed my eyes.
I understand you guys want to squeeze in as many items to appear in screen at once as possible but it doesn't do the job.
Please make pictures larger (in the lists) as it seriously kills my eyes and I have never had a problematic vision.
Deleted the app :(
I understand you guys want to squeeze in as many items to appear in screen at once as possible but it doesn't do the job.
Please make pictures larger (in the lists) as it seriously kills my eyes and I have never had a problematic vision.
Deleted the app :(
No size?
No options for size comes up its just blank. Therefore impossible to order anything.
Glitches out often
Often the app stops letting you look at specific items. You can still do searches or browse, but if you click on a specific item for more details it just goes white. If you close the app out and reopen it then works again. Kinda frustrating if you are shopping for more than one thing.
Poor implementation
Looks nice to begin with, but riddled with problems. Passwords don’t accept all sorts of characters but it does not tell you what. Took 4 attempts and I eventually just used numbers and letters which is not great in terms of security. The screen size often shrinks to unreadable sizes on my iPhone 11. When you zoom in you can’t easily zoom back out to actually submit a form.
Limited
You can not select anything as a gift, and neither can you add any message if you are buying flowers. The latter options is available through the website and not the app.
Ms Neema
Very unfriendly! Did not have option to deliver in the US
Login issue
Hi. I live in California , USA. I am unable to log into the app with my login details. I have shopped for clothes from marks and Spencer.com and gotten it delivered to USA. In the app I am neither able to choose USA as the location nor able to login. Please look into the matter. Thank you.
B.B.
App is extremely slow, and I was unable to size using finger/thumb expand in the page where you add and save a payment method, and the fields where tiny.
Sentiment summary
96%
Positive (4-5★)
2%
Neutral (3★)
2%
Negative (1-2★)