Marks and Spencer

I went to collect my order through the M&S click and collect service. However, when I typed in my details at the collection point, they were apparently incorrect. When I asked a member of staff for help, they gave me unnecessary responses, such as to try the names of all my family members (I would've done this myself if I knew I didn't order in my name!). Only after asking the member of staff several times, they decided to ask for my order number, and typed it into the system. Despite this, there were still difficulties, and the member of staff was even trying to claim that my postcode, phone number, first name and last name were incorrect. I showed them the order conformation email, the message telling me to collect my order and my bank statement showing the transaction went through. Nonetheless, they still claimed that I had never ordered in the first place, so I couldn't apparently get a refund due to this claim of theirs. When I asked whether there was a customer service team that would help me, the member of staff carelessly replied that there was NO customer service. I raised my tone and said that I wouldn't be leaving the store until my issue was solved, after which the member of staff referred me to the manager.
The manager was more helpful, despite going along the same lines of their colleague initially, and found out that my order had already been collected. However, they couldn't accept the idea that they had made a mistake by giving my order to someone else and not checking their details beforehand, and I spent quite a long time having to tell them the blatant truth. I couldn't deal with this torture, and called my husband for help, since clearly these staff weren't agreeing with anything I said. It was only while I raised my voice on the phone that the manager started to frantically look for details of my order, and then they realised their original mistake of giving my order to the wrong person. What was funny was that the person who collected my order did return it to M&S and the parcel was placed right next to one of the tills with a note on it saying it had been returned! Eventually, I did get my order, but M&S did waste a good hour of my time. Not only that, but my child was very hungry, and had to put up with this very poor customer service. Furthermore, they treated me as if I was stealing something from them and did not treat me like a customer at all. The stress they caused me was so bad that I was on the verge of tears- it was a very traumatic experience, just for a collection of school clothes. One whole hour.
This is not the first time M&S staff (AT SUTTON) have disrespected me, as I have often had poor experiences exchanging clothes and returning them. At every other branch I go to, the staff are good. I don't know why, and I do not want to make presumptions, but this has to change immediately.

ive been here many times, I always loved marks and spencer food because of the quality, the cafe is a clean and hygienically 10/10, mostly what i order is the Laate which is really nice and jacket potato, beautiful atmosphere, free wifi too, relaxing place A +++++++

At M&S Sutton yesterday, my wife was abysmally treated by a member of staff who was more interested in a private chat with a mate than serving. When Fay asked her for directions to a department, this woman gave her a filthy look and pointed without so much as a word before returning to her chat. Is this acceptable to you? Sadly, we don't know the employee's name but can you ask all your staff to behave with courtesy to customers in future? If not, you will lose them and deserve to.

Mostly a nice and pleasant store, in the middle of an otherwise inauspicious high street. Been shopping here for years. Two current negatives, though: the current choice of mens jeans appears quite limited (although that is probably more a reflection on the state of global supply chains) and for reasons unknown, they have stopped selling suits and formal wear, which now means that if you want to try on a suit, you'll have to trek to either Croydon or to Kingston.

Totally unacceptable service at the till 03/12/2022 @9.30.
Cashier couldn't progress a transaction so had to stand there like a lemon for circa 10 minutes!! Everybody in the queue was complaining and the staff on the shop floor could not care less passing the buck as 'somebody is on their way'. They clearly weren't!!!!

I bought a set consisting of a hat, scarf and gloves for my 3-year-old. It cost £16 which is a lot given that it was mainly polyester. The hat turned out to be small, although it’s supposed to be size 3-6 years. A double rip-off! Shame on you for having high prices and inadequate sizes! Other customers report the same issue having read the reviews. It’s the dinosaur set.

Very good prices for casual clothes on promotion, a wide selection and a wide range of colors.
Professionally trained consultants who help to solve problems quickly, help people with special needs to shop calmly in their store, smiling and kind, calm and responsive.
Good choice for shopping.
I recommend!

I don't think the cashier even noticed me. She was so busy talking and laughing with her colleagues in a foreign language. No hi, thanks, goodbye. Not even eye contact at any point