Marks and Spencer plc
Marks and Spencer's Retail Customer Services can assist with a variety of inquiries, including order queries, product quality issues, store service feedback, returns, refunds, delivery questions, and complaints. The service is available Monday through Friday from 08:00 to 20:00, Saturday from 08:00 to 17:00, and Sunday from 09:00 to 17:00. Wait times can increase during busy periods, such as holidays. For faster service, have your order number and relevant details ready. It's often best to call during off-peak hours to avoid long hold times.
Updated 15 Dec 2025
Expected outcomes
- Handle order queries
- Resolve product issues
- Process returns and refunds
- Assist with delivery questions
- Address complaints
- Provide store service feedback
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Order number
- Personal identification
- Product details
- Purchase receipt
- Return reason
- Contact information
Known issues
Customers frequently experience long wait times, especially during peak hours and holiday seasons. It is advisable to call during off-peak hours or use online chat and email for non-urgent inquiries. Additionally, email responses may be delayed due to high volumes, so for urgent matters, using the phone or live chat is recommended. Having all necessary information ready before calling can help expedite the process and reduce frustration.
