Marks and Spencer

I should start by explaining the review is about the foodhall and the handling of customers at checkout.
It was a shame because the store was pleasant and most of the staff were helpful but It’s hard to justify rating higher considering my automatic checkout experience and how it was handled.
I had scanned all my items but there was a problem with the last item I was attempting to scan. In these situations, I’m accustomed to the attendant coming over, input something into the checkout system and you carry on. On this occasion, the person overseeing the checkouts started shouting at me that I had scanned everything incorrectly and I had to scan all the items again. I was trying to calmly explain that I didn’t mind leaving the one item that was not ringing up in the system and for no reason he continued to shout at me saying I had to go and scan all the items I had rung up again because I had scanned them incorrectly. Aside from the verbal abuse, I was in a rush so I’d prefer to leave the one item behind than scan it all again. He said it wasn’t possible - think Little Britain, computer says no, and asked to take everything over to customer services to scan it all again. At that point, I gave up on attempting to purchase anything but more shocking, the manager had nothing to say other than nod and mumble something incoherent.
The situation was a big shame, I wanted the items but the staff member overseeing the tills was rude, incompetent at managing the tills and made it impossible for me to complete my transaction. Initially, I thought he was going to apologise for the inconvenience but with the angry shouting of nonsense at me I gave up and walked out, I hope they improve their customer experience.

Review is about lingerie section only: While the store overall seems neat and tidy with several elevators to go between floors, the lingerie section was very sad. The lingerie fitting room only had a few stalls. In the end, I was directed to a stall with a broken lock, and told to use a stool to push up against the door. This whole experience felt very cheap and uncomfortable. In the end, I left without buying because there weren't a lot of sizes available anyways. Much prefer my local Ealing branch!

Fantastic service from Cheryl the manager in the furniture department. She underwood a problem that I had and did her best to make sure it was resolved asap. Her team are also great, Thank you so much! Will be in to
Thank you personally soon!

Good supermarket with a lot of prepared food. Compared to other similar supermarkets this one also offers grilled chicken. The escalator was broken when I visited and no one was repairing it. The selection of home goods deserves improvement in my opinion

I was served by Sylvia Borges downstairs in the food hall on the 3/12 and she was so lovely and provided such great customer service! She even complimented the skirt I was buying :) A big thank you to her - Amy

Tried to buy an item, but it had no barcode/label and got told we could not buy it and got sent to the menswear section (we did bring another same item but different size with a tag). After heading to menswear, got told that the cashier was just lazy or did not know how to use the product code in order to sell the item. Got told to go to another till which knew how to do their job.

Two stars just because the person at menswear was able to confirm they can sell it even without the barcode/label and pointed us to the direction of which tills would know what to do.

Second till knew exactly what to do.

What a horrible customer service - I was having my lunch at the eat in area in the food department and the cleaner started shouting “this area is closed”, I then asked if I can at least finish my lunch and she said again that this area is closed and she has to go home; I felt very uncomfortable and had to stop in the middle of my lunch. She was very rude - And I’ve experienced this rudeness before from M&S staff and it seems the people they hire, mostly have no idea what customer service is or even know how to speak proper English. Disappointing and bitter, not what it used to be for sure!

No metter how good stock M & S have, if the service is not satisfactory than it is not worth visiting the place.
Today in Westfield M &S on the children section till, cashier treated me like slave. There no kind words or kind tone she was bullying abd ordering me arround and yreated me like an animel. A big set of pots bar code was little away from her scan, she sat idle and ordered me to fix the bar on the box towrds her while I was busy getting other shopping ready for the till.. Than she ordered me to take out item by item from my baskits and give it to her for scan, again she order me to put the empty basket away .
Where kind of cuntomer SERVICE M&S have started???
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