Marks & Spencer complaints: order contacts and unresolved queries

Official Marks & Spencer complaint & contact options

Step 1: make the initial complaint

Choose online-order or store support according to the event you are complaining about. An online order collected in a store may involve both: explain whether the problem arose with the order itself or the collection experience.

• Identify the order number or store receipt and affected item.
• State whether you are disputing an answer, waiting for an agreed refund or asking for an investigation.
• Include dates of previous calls, collection attempts or return handovers.

For a call, keep a dated note of the answer and any promised action. If you use an online contact option, save the message and response.

Step 2: request review if unresolved

First refer back to the unresolved question through the usual support route. Explain what the previous response missed and ask for the complaint to be reviewed.

M&S publishes a further email option on Still need help? for queries not resolved through usual channels. Set out the complaint history and the specific action still needed when using that link. It does not promise that the CEO will personally investigate your order.

Keep an online retail complaint focused on the purchase. Do not use a banking or credit complaint process as though it applied to every M&S delivery or refund dispute.

Information and evidence to have ready

• Order number or receipt, item details and the amount disputed.
• Whether the purchase was delivered, collected or bought in store; name the relevant store.
• Copies of previous messages, or dated notes of calls and agreed actions.
• Return handover evidence or refund confirmation if the complaint concerns money still outstanding.

Marks & Spencer parcel, order and refund complaints

• Delivery or collection unresolved: use M&S missing-order guidance for the parcel problem, then identify the response you want reviewed.
• Refund after a return: list the returned items and the expected refund; lost-return help is useful if the return parcel is missing.
• Missing contents or damage: name the item rather than only the order; see missing-item help or damage during delivery.

Official sources

Checked on 3 October 2026. These sources support the published routes above. Preparation advice and requests for a further review are ParcelClaim’s practical guidance unless an official procedure is specified. Check the linked pages for current details.

• M&S contacts and unresolved-query route
• M&S online-order support
• M&S store service and feedback