Marks and Spencer Reviews Summary

Customer Service

Pros:

• "Carol who looked after us there was amazing."
• "Tiara was incredibly helpful, patient and nice when I asked for help."
• "Cannot recommend Joan in fashion highly enough."
• "Thank you for staff who normally take care and helpful."
• "The ladies are always happy to help me in the fitting rooms and find me exactly what I need."
• "I always find exactly what I need thanks to the very helpful and dedicated staff."
• "I would just like to thank the staff in the coffee shop for their outstanding service."

Cons:

• "Today I and my partner, both looked very Middle Eastern, went to this M&S branch to buy some clothes... I found her behaviour very discriminatory and offensive."
• "Staff situation was a shambles with no organisation whatsoever."
• "A few problems processing, ignored by staff who were not helpful or supportive and rude."
• "Rudest staff I have ever had the experience to encounter."
• "Needed help in mens department in princes street edinburgh,,but the staff I asked just didn't care."
• "Excruciatingly patronising cashiers in the lingerie department."
• "Looks like your store on Princes Street, Edinburgh needs some training in Customer service."

Store Layout & Accessibility

Pros:

• "Surprisingly spacious outlet featuring five departments."
• "Disabled access there's lifts, escalators and stairs with wide range of clothing and footwear."
• "Big store with huge variety of items in a great location."
• "This is a great store situated in Princes Street near to Waverly Rail Station."
• "The aisles are spacious and they are the best organised for checking customer numbers and social distancing."

Cons:

• "Terrible layout and signage inside the shop."
• "Well kept but a bit confusing to find your way to the lifts as there was not much signage."
• "I find it rather claustrophobic on the ground floor, hardly space for anyone to move between rails."
• "Very cluttered to the point where people have to practically make an appointment to pass one another."
• "Only downside is store signage to lifts and wheelchair lifts non existant, so I was forced to climb a set of stairs at one point only to see the wheelchair lift hidden in the corner as I got to the top."
• "Building layout is a nightmare though - needs to be gutted and rebuilt."
• "I have a pram. Depending on which street you enter and which floor you want to go to you might have to use 3 lifts!!"

Food & Cafe

Pros:

• "Like most of this company's stores it was good, well set out, good selection of goods on sale, the cafe downstairs was excellent."
• "They even have an excellent cafe on Rose street where you can rest with delicious treats and coffees after a hard day shopping."
• "Selection of gluten free items (cakes, scones, etc)."
• "There is a large selection of healthy option food."
• "The little food court/cafe is neat too and the food market on the bottom floor is top notch."
• "Good choice of quick snacks including toasties."
• "Visited the food hall, some great things you can't get elsewhere."

Cons:

• "Visiting Edinburgh, went in for lunch, all running like headless chickens."
• "Very slow to get two teas and one coffee, around 15 mins in queue."
• "The noise was ear shattering as the attendants chucked the empty glass bottles into the bin!"
• "Went to get food mac and cheese had garlic in I said to waiter he said that's the way it comes tried to explain bad allergy to garlic."
• "The basement cafe was awful."
• "Had a hot chocolate in the coffee shop which was Luke warm."
• "Food was ok but really cold which is not good for a cooked breakfast."

Product Selection & Quality

Pros:

• "In general, I've been to this M&S plenty and it's a great branch - great clothing selection at surprisingly good prices."
• "Great store for all of your needs!"
• "Never disappointed. Regular M&S. Good quality clothes for affordable price and, at least, they have my size!!!"
• "Typical city centre Marks and Spencer. Convenient location, all the usual departments with a good food selection."
• "Has a good range of products, including the new vegan section 'Plant Kitchen'."
• "The prices are also great and you can often find beautiful items on sale."
• "Good range of clothing and it is a great benefit that they have a currency exchange place inside Marks & Spencers itself."

Cons:

• "Would like to see more choice in the home department find its quite limited."
• "The quality is getting poor as the prices are getting more expensive."
• "Really poor quality. Material isn't great, feels badly made, wire jags, uncomfortable."
• "They now sell them in the same style, 3 for £20, and they're rubbish."
• "The food quality is generally very good but, unfortunately due the drop in customers, the choice is now fairly restricted."
• "Tried to buy three types of jumper...none in my size."
• "I bought gloves. £7.50 but they don’t keep your hands warm, which is the intended use."

Cleanliness & Maintenance

Pros:

• "Pleasant enough atmosphere, clean, free WiFi in the store."
• "Excellent M&S. Clean, tidy, immaculately presented."
• "Good sized M&S which is pleasant for browsing in."

Cons:

• "The toilets need to be checked and cleaned more often not what you expect from a M&S store to 've honest."
• "The cutlery was filthy, yes filthy!"
• "Also the hand dryer in the ladies toilets was germ-ridden and again filthy!"
• "Bad experience yesterday afternoon ! The ladies bought clothes and saw dust balls and dirty floors there - inexcusable."
• "The toilets are are small and need refurbishment."
• "Mess of a store. Not a good shopping experience, several of the escalators were out of action and blocked off."