Marks and Spencer Reviews Summary

Customer Service

Pros:

• "One of my favourite stores especially in these difficult times the staff have been amazing."
• "These two employees are the light at M & S at Kingston upon Thames store."
• "Staff are very friendly and helpful in the women's clothing area."
• "Staff are friendly and returns or exchanges are easy when you have the tags/hangers and receipts."
• "The staff were welcoming, as soon as they notice you, they greet and offer to help just in case you need them."
• "Very helpful staff. Arrived at pay desk with a basket full of items and found I had left my purse at the home, The assistance arranged for my items to be put in a safe place for me to collect the following day."
• "Staff always super helpful."

Cons:

• "While the brand remains great. Customer service at this particular store is horrid!"
• "One of the cleaner staff kept harassing me and my daughter to leave as cafe was closing... He was extremely rude and we asked nicely to finish it but he wouldn’t leave us or the black lady alone but the other white customers were allowed to stay."
• "Asking for help (to check stock), the employee saying: 'have a look around the shop for someone else to assist you with that'."
• "I was very disappointed by the service I received at M&S Kingston over the weekend."
• "Customer service from 'Mona' was awful! Very rude and impolite attitude."
• "Manager name Amy in collection order is very rude and telling me that she is working 15 years in Mark Spencer Kingston."
• "Staff not interested in helping customers."

Store Layout & Cleanliness

Pros:

• "An incredibly large store with a solid variety of clothing as well as a food shopping section with everything you might need."
• "Everything was laid out well. It was very easy to find what you were looking for."
• "Just as good as the Oxford Street branch but better still with not so many crowds of people."
• "Everything looked super clean and tidy and neat."
• "Very spacious, well laid out."
• "Lovely selection of food and clothes."
• "The store itself is large and well-stocked with a variety of items."

Cons:

• "They lose a star only because it is a big store confusing laid out over 3 floors, and maybe 4 levels."
• "The floor is always dirty full of tissues, and so are many tables."
• "Imagine offering toilets that only have cold water. That won't kill gems."
• "Every cubicle was dirty, no toilet roll, no hand soap..."
• "Large, but dated store Very peculiar layout with multiple levels and partitions affecting experience."
• "Very dirty place, rubbish bin broken, lots of dirty trays on the tables."
• "It also smells of chemicals and mildew."

Product Quality & Selection

Pros:

• "Choices are plentiful and some luxurious."
• "Pretty expensive but great quality. Still my go-to place for underwear and socks."
• "M&S steaks are tender and delicious."
• "Excellent products at good value."
• "The quality is very good and prices are reasonable."
• "Their suit jackets are monkey suits, so don't buy those. Otherwise everything else is trendy and cheap, yet also high quality."
• "Very high quality shop furnished of everything you may think you want."

Cons:

• "This is quite possibly the rudest branch of Mark's and Spencer's in the UK."
• "Bought m&s 3 pack of Autograph underwear for the first time in years last Monday. One pair already torn at the seams within one day of wearing!"
• "What on earth has happened to this store? The men’s clothing department is practically empty and, frankly, from the paltry amount of stock on display, I found almost nothing that I would wear!"
• "The quality of clothing now offered which is simply poor quality in the men’s clothing department."
• "I bought two sets of pyjamas, both were meant to be long sleeves according to the description on packaging but after unpacking at home one turned out to be short sleeve."
• "Paid £60 for a pair of boots and they broke after a month."
• "So I am really disappointed with the new curve range. It is dull and uninspiring."

Additional Services

Pros:

• "Nice marks and Spencers, good food shopping, nice cafeteria with good options."
• "The weekday dinner deals are always worth considering."
• "Great location for families and shoppers, great coffee, good selection of breakfast goodies."
• "The fresh orange juice was good. Really cold & tangy - really helped to quench the thirst on a hot day like today."
• "Nice M&S food store with free parking for one hour."
• "My partner and I loved the range of food collections the M&S Food hall had. Fresh, tasty and plenty."
• "Cafe isn't bad either not majorly expensive for a nice pot of tea or a coffee."