Marks and Spencer has made a significant change to its popular Sparks loyalty programme, axing the Delivery Pass perk that offered unlimited next-day and nominated-day delivery on select orders. The move has left many loyal shoppers expressing disappointment across social media platforms.
End of an Era for Delivery Pass
From March 2026, M&S will no longer offer the Delivery Pass to new Sparks customers. Existing members who currently hold an active pass will be able to use it until the stated expiry date, but they will not be offered a renewal option once it lapses. The service, which was priced at £25 per year, provided unlimited delivery with no minimum spend on clothing, beauty, and home orders.
Important Conditions for Current Users
M&S has clarified on its website that if a Sparks account is closed while a Delivery Pass is still active, the pass will be cancelled immediately without any refund. This stipulation has added to the frustration among customers who rely on the convenience of the service for their regular online shopping.
Shopper Reactions and Social Media Backlash
Disappointed M&S shoppers have taken to social media to voice their concerns. One customer remarked, "Extremely disappointed and surprised considering the volume of online shopping these days." Another expressed deeper sentiment, stating, "I am gutted because I used M&S online all the time." The Mirror has reached out to M&S for further comment on the decision.
Context: Recent Pay Increases and Policy Shifts
This update follows recent news that M&S increased pay for thousands of retail workers by at least 6.4% at the start of April 2026, raising wages to £13.41 per hour nationwide and £14.74 per hour in London. However, the retailer has dropped its pledge to pay employees in line with the real living wage, which is currently set at £13.45 per hour in the UK and £14.80 in London.
M&S highlighted that it has invested over £350 million in staff pay over the past four years, representing a more than 34% increase. The latest pay rise for store staff, costing more than £70 million, is described as higher than inflation. Stuart Machin, chief executive of M&S, commented, "This is a good cost and I am pleased that we have been able to make this inflation-beating pay award, alongside our leading package of benefits."
Broader Implications for Customer Loyalty
The removal of the Delivery Pass perk raises questions about the future direction of M&S's loyalty strategy and how it balances cost-saving measures with customer retention. As online shopping continues to grow, such changes could impact consumer behaviour and brand perception in a competitive retail market.
