Marks and Spencer Reviews Summary

Customer Service

Pros:

• "The young lady Anna was extremely helpful."
• "The assistant Martha working in collections was very helpful and I felt she went a little out of her way to satisfy my request."
• "Leslean and Kelly from the Bromley Branch went above and beyond for me."
• "Checkout staff very helpful and apologise for any delay."
• "Most of the staff in this Bromley branch are cordial, polite and helpful."
• "Staff very friendly and helpful."
• "The staff are always helpful and knowledgeable."

Cons:

• "Had a bad experience​ with returns."
• "At the return desk, we were rejected a refund as we didn't have special receipt for when we changed size."
• "A lot of the staff are miserable and rude."
• "Awful customer service when my nan took back a pair of trousers for exchange."
• "Got spoken to extremely rudely on the till in ladies wear."
• "Terrible experience, all tills removed for self scan, particularly unhelpful ignorant staff."
• "I was disappointed with their staff members. They seemed very disinterested and unhelpful."

Store Layout & Accessibility

Pros:

• "A big M&S right in the heart of The Glades with entrances both inside the mall and the high street."
• "Lovely, well organized and well spaced."
• "Fabulous store with the best of M&S in SE London. It's great to have easy parking too."
• "A decent sized store that has everything you need."
• "Full disabled access to the store can be achieved from the rooftop car park."
• "Large well arranged store with a very good selection."
• "Large store, pretty much everything you need from M&S is in here."

Cons:

• "The food hall becomes extremely busy and would be difficult for wheelchair users to shop at peak times."
• "Not very organised shop really though at this one."
• "Sadly the ladies fashions are letting them down. Poor designs with outrageous colours have kept women away."
• "Big shop, desperately needs better signage."
• "This one is dismal downstairs in the ladies wear department."
• "Everywhere is accessible for people in wheelchairs or other disabilities."
• "The café is a great café but often very busy and the tables are crammed together."

Product Quality & Selection

Pros:

• "Clothes are good quality."
• "Food hall good quality products."
• "Good range of produce in the food hall."
• "Food always high quality."
• "Huge store with lots of options for kids, women and men."
• "The deli counter is well stocked and appetizing."
• "Good variety."

Cons:

• "Racks and racks of sale clothes that no one wanted to purchase prior to sales."
• "Didn't have my size (10) in lots of clothing and shoes (5)."
• "Multibuy offers don't always come through at the till either."
• "As usual not a full range of sizes in the mens department."
• "Never enough of anything."
• "Some food items sell out quickly and are not restocked during the store opening times."
• "Recently their fresh produce has been below standard, especially the vegetables."

Store Atmosphere

Pros:

• "It's clean, well stocked, great staff and customer service."
• "Well well what to say about Bromley M&S? It's absolutely great, excellent place."
• "Busy Saturday morning was made easier by a very well managed changing room."
• "Nice, clean and has all the ranges including food hall."
• "Love shopping here, especially for their choices of bread and the freshness."
• "Clean, very organised, all staff are incredibly helpful, polite and well presented."
• "Nicely laid out and well lit ground floor and food hall."

Cons:

• "They could have had AC in the store it was really hot inside the store."
• "Really disappointed at the state of the toilets in the Bromley branch."
• "But pleeeeease do something about your WC facilities, horrible and smelly and always feel unclean."
• "The cafe is just an awful experience. Absolute mayhem, packed out and tables piled with used item."
• "The café was chaotic, dirty, crowded and noisy."
• "Filthy, filthy cafe. Tables full of dirty crockery and the tray stack area littered with food waste."
• "However off putting when the security guard follows you around (food area)."