M&S Reviews Summary

Store Layout and Navigation

Pros:

• "The food section is bright and well stocked."
• "It's big over 3 floors and has a supermarket but I find it difficult to navigate."
• "This store is always beautifully laid out."
• "I found it to be modern, bright, well laid out, and easily accessible."
• "Always lovely to come here. Things are always neatly placed and well arranged no matter how busy the store is."

Cons:

• "The layout is terrible, takes ages to find anything in the food hall."
• "Very poor everything on a much smaller scale, no customer toilets."
• "Disorganised chaos. Went in for a pair of jeans, size 16, long & bootleg. After confused searching in the non-sale areas, I enquired and was pointed to the direction of the sales section in the centre of the store:'All our jeans are there'.... 'there' was endless racks of jeans in no order."
• "Dismal, badly laidout, congested areas."
• "The layout and in store directions are poor making finding specific things difficult."
• "Very disappointed with the new marks. Everything seemed cramped and cannot find items easily."

Customer Service

Pros:

• "The staff in the Men's suits section were very helpful when I was deciding on the right fit for a lovely navy blue blazer."
• "The service is friendly helpful and very quick."
• "Paula from lingerie was due to finish work, but as no other assistant was available, she stayed and helped with the fitting."
• "Staff are always friendly and are on hand to guide you to the items you're looking for."
• "The staff are very knowledgeable about the products especially on the lingerie floor and they will assist you in making a good choice."
• "The staff is very helpful and friendly."
• "Staff on lingerie fitting room were very helpful, I didn't feel very well whilst there but they were very kind."

Cons:

• "Managers have an awful attitude, not just rude, but also insulting."
• "Staff is appalling and one of the worst I’ve ever encountered in my lifetime from a retail store."
• "Hardly any staff just loads of self checkouts."
• "I am very disappointed how I got treated at the Bakery yesterday. Very snotty Staff."
• "As soon as you have an issue they will treat you as if you were lower than them."
• "The manager kept defending their staff as the other till members were obviously whispering about me behind the screens."
• "The level of customer service received from your staff member called ‘Erica’ or ‘Erika’ is shocking."

Food and Cafe

Pros:

• "The food hall in particular was good, lots of interesting food items."
• "The two stars are for the layout, the average coffees and the scones which were delicious."
• "I can rely on M&S food hall when I want to buy special ingredients for continental recipes."
• "The foods on offer here are wide ranging and always good quality."
• "Plenty of tables and staff clearing them regularly as people leave."

Cons:

• "What we had put down in front of us was dry toast, salmon and possibly the worst or oldest scramble eggs I have ever seen in my life."
• "Extremely poor food, soggy sandwiches and the chips were hardly cooked."
• "Worst service ever, worst coffee, served in a spilled milk and filthy tray."
• "People queue past the tables which makes a small cafe very cramped and claustrophobic."
• "Very slow in the cafe, pleasant enough staff, but they lack s p e e d!!!!"
• "Cafe is tiny for a flagship store of this size. Dirty, overcrowded and only paper cups for drinks and paper bags for food."
• "The coffee tasted like burnt ashes. And the cake was stale."

Facilities and Amenities

Pros:

• "The self checkouts are good, and always open."
• "They also have a number of shirts of all sizes that you can try on in the dressing room, so you don't have take a new shirt out of the packaging to try it on."
• "Well organised for COVID-19. Big store with lots of stock."
• "The staff are very helpful and the toilets are very clean."

Cons:

• "The new store is lovely, but the lack of toilets feels hostile to customer."
• "No toilets apart from tiny one in cafe."
• "Very poor everything on a much smaller scale, no customer toilets."
• "Disappointed to find there are no bathrooms in the whole store other than 1 disabled loo hidden in the cafe."
• "All hot drinks served in paper cups and the coffee is just not up to the standards you would expect."
• "1 star purely down to the state of the ladies toilets last week when evening shopping."
• "The most annoying aspect of the new location is the lack of toilet facilities."