Marks and Spencer Reviews Summary

Customer Service

Pros:

• "I was then served by Lesley at the checkout, she was warm, friendly and super helpful."
• "A spacious, well laid out store and the staff were very helpful."
• "The staff are very friendly here."
• "Staff very helpful as always, i can see a lot more shops closing unless we get out there shopping !! "
• "Outstanding service not only for me but I witnessed a staff member helping an elderly lady with mobility issues."
• "The staff are friendly and helpful."
• "The staff are always very friendly and helpful."

Cons:

• "Very disappointed, went to the cafe for lunch and they didn't have the meals we wanted, the service was extremely slow."
• "I thought this was poor customer service."
• "I have logged a formal complaint to investigate what can only be described as discriminatory behaviour by staff at this branch."
• "Have been a loyal and repeat customer but continue to be targeted by security staff in this store for no reason."
• "The combination of technical glitches, unauthorized handling of my merchandise, and the unjustified accusations, along with the employee's insinuations, has left a lasting negative impression on my perception of M&S."
• "A few members of the stuff are plain rude."
• "The lady staff at checkout was rude today."

Store Layout & Ambience

Pros:

• "Very nicely maintained."
• "A spacious, well laid out store and the staff were very helpful."
• "Nice store overall."
• "Very neatly maintained and very good ambience."
• "The whole shop is stunning now. Everything spaced beautifully."
• "Very nice experience, nice smell, nice presentation of products."
• "It is always a pleasure to shop there."

Cons:

• "The whole room is very dark not at all inviting to have coffee or lunch so disappointed."
• "The 'improvements' (not quite finished yet) make the place gloomy...it's no longer a relaxing place to shop in...and as usual everything is in different places."
• "Dark and dismal with low ceilings."
• "I've not been to this M&S for a few year and boy has it changed... I felt like I was wandering and there was no sense to it."
• "A shadow of its former self, and actually quite sad to see this once great shop in such a decline."
• "Place open planned, over stocked with over priced goods, and please some staff found to be rude."
• "Being Christmas it is a little cluttered looking."

Food & Cafe

Pros:

• "In the Cafe, they are pleasant."
• "We mostly shop at their basement food hall, which is what you expect from M&S - excellent."
• "I had a cheese and ham toastie with a hot chocolate which was delicious, lovely and hot, very pleasant."
• "Fantastic takeaway food bar downstairs - all cooked fresh on the day."
• "Cafe is quite good - especially afternoon tea and chilli jacket potatoes."
• "The range of food is great, fresh and very tasty."
• "The food hall is great for inspiring ideas, they cram a nice bakery onto the floor and the service at the counters and checkout are swift and polite."

Cons:

• "Very disappointed, went to the cafe for lunch and they didn't have the meals we wanted, the service was extremely slow."
• "Manchester store nice, but the restaurant was awful. It wasn't busy, yet every table was full of dirty dishes."
• "Should I run around a huge floor and look for the goods that I need?"
• "In M&S cafe Manchester- food fine, but service at the 3 points so, so slow."
• "Waited 20 mins for husband to be served with coffee and ready made sandwiches."
• "Please wash the dishes properly…a lot of the plates are not clean."
• "Toilets are filthy which is the big let down."

Product Quality & Selection

Pros:

• "Huge store and as you'd expect a massive amount of quality products."
• "Their commitment to quality and sustainability is truly impressive."
• "The aesthetic of M&S is truly one of elegance and class."
• "The existing material is very bad."
• "I would highly recommend M&S for anyone looking for high-quality, fresh, and tasty food."
• "Love how they are very focussed on quality products and services to others."
• "Loved the quality of food as well as clothing."

Cons:

• "Far too many items for slim people and no consideration for 'normal' sized human beings."
• "The food area looked like a bit empty as there was too much of free space."
• "Just nothing for a short lady who loves fashion... pot luck again this season."
• "Not keen on the new layout rude staff particularly the man on the checkout on the ground floor."
• "Ladies clothing rather limited."
• "Not too keen on their new clothing ranges though."
• "The selection is tired and dated."