Marks and Spencer Reviews Summary

Customer Service

Pros:

• "Despite being completely rushed off her feet we had amazing assistance from Janet."
• "Above and beyond customer service in the wine department today!"
• "The lady l saw was so lovely her name was Tracy & nothing was too much trouble for her to help me."
• "Your staff are well trained, respectful and their knowledge, very precious."
• "I would like to show my appreciation for your wonderful staff members yesterday."
• "This marks and Spencers is especially lovely, had a bra fitting with the lovely Emma this morning."
• "I would like to commend her for her great customer service as she is a great staff member & asset to your team."

Cons:

• "I witnessed a senior member of staff swearing and moaning on her radio."
• "Staff does not maintain basic hygiene standards."
• "Love m&s but today my elderly parents over charged, luckily I checked there receipt, no apology."
• "The staff looked down their faces at you. Rude, arrogant and completely unprofessional."
• "Service with a smile not, practically got tea thrown at me, we waited ages for a toasted tea cake, which when arrived was burnt."
• "No staff to ask for help. Unhelpful checkout assistant who obviously didn't like working there."
• "The staff on only had half a brain and most of them gave the impression they wanted to be somewhere else."

Store Layout & Accessibility

Pros:

• "Parking is vast and there's a petrol station on site too."
• "Massive, spacious airy, well laid clothing, home items - bedding & furnishings, shoes for all, wedding items, nice food hall and restaurants on each floor."
• "A superstore next to Sainsbury’s in Hedge End just off J7 of the M27. Has basically everything that M&S has to offer under one roof."
• "It is a very airy and spacious store."
• "Easy access. Large free car park & disabled blue badge holders parking right in front of the shop. Wheelchair accessible entrance."
• "Free shared parking. This includes Blue Badge and parent and child. Aisles are wide and clear."
• "Everywhere is wheel chair accessible."

Cons:

• "One problem is the usual for M&S ie trousers or skirts in three different areas but they say they are trying to streamline their layout."
• "They have changed the layout at Hedge End and it's now a jumbled, cramped mess."
• "The store could do with better layout though to make it easier to find things."
• "The fitting rooms really let this store down."
• "Not a pleasant experience in the temporary food 'tent' at Hedge End at present."
• "Don't like the new food hall. It's dark dreary and dismal."
• "The layout of the new Market section is truly awful."

Product Availability & Selection

Pros:

• "If you can't find it here they haven't got it."
• "Food selection is good, not a great selection of the clothes. Especially women's."
• "Great place for a range of items from clothing, food and drink, home items and furnishings."
• "Always lots if selection of men, woman's clothing which is reasonably priced."
• "The range of stock in all departments, is huge."
• "It has very good produce at the food hall and a wide range of products on the shop floor."
• "Very big selection of products at the store in Hedge End."

Cons:

• "Out of stock of the particular Xmas line that we were trying to purchase."
• "Very, very few size 12 short jeans in the type I wanted."
• "But there was not one pair of tan loafers in any size to buy."
• "Considering M&S supposedly are successful in their food department, how come, when I try to look for some fresh lamb all they have is a couple of pkts lamb rump steaks."
• "Today only women swimwear available was the sale items and anything else has to be purchased online."
• "Most of the time Bakery Section is unattended."
• "Still some items out of stock though. No marmalade with ginger."

Cleanliness & Hygiene

Pros:

• "Good covid hygiene by the staff and store."
• "Plenty of space in the café and clean. Friendly service."
• "Available selection of very clean toilets on first floor with access by available lift."

Cons:

• "I witnessed a true food hygiene breach especially with a world wide pandemic still going on."
• "The cafe is incredibly noisy. All hard surfaces, with sound just bouncing around to such a level that it was uncomfortable."
• "Cutlery very dirty and ordered cheesy chips which were covered in mayo."
• "The worst smell coming from the new M&S Foodhall."
• "Always a queue at the checkout."
• "I could not believe how dirty the cubicles and wash basins were!!"
• "The toilets weren't clean either. You could tell where the toilets are by the smell."