The sad decline of M&S……

[GladysGeorgina]

I used to work for M&S in the late 80s and early 90s whilst at sixth form and then uni. I loved that job! I was treated well and paid well for my age. The store was always bustling and we would constantly be moving displays around to try to fit all the stock in. Customer service was top priority. I felt quite proud to work for the company and even didn’t mind wearing the truly dreadful uniforms of the time. I feel sad at watching the decline of M&S on the high street. Our local branch looks more sparse every time I go in. Hardly any staff. No identity. I need new work trousers so popped in at 4pm today. I’m in between sizes so chose 5 pairs of trousers and picked up two sizes for each pair. I was confused because both fitting rooms were closed so I asked an assistant. She was quite snotty and told me the fitting rooms close at 4pm each day due to not enough staff on the rota at that time of day. It’s Saturday and the store didn’t close until 6pm ffs. Apparently it’s ok because I can buy all the trousers and try them on at home. No thanks! I don’t want to pay £400 for 10 pairs of trousers and then lug them home, only to have to bring 9 pairs back for a refund. Don’t know why I’m writing this really. Probably because I was irritated and a bit sad too…….and I still don’t have any new work trousers!

That’s a shame OP and a ridiculous rule.
FWIW I think M&S varied massively across the county. In my parents small city it’s very sad- food bit is fine but the clothing bit is dire. No sunglasses in stock in the height of summer. The one near us (massive UK city) is amazing! Great food bit but also brilliant clothes department. I’m early thirties but love M&S clothes and the kids clothes are great!

I haven't bought anything in M&S for donkeys years. I found that the clothes were just really dull, the bras don't fit ( but the same size in John Lewis DO). The staff in our local store are really unhelpful, no desire at all to try to sell anything. The food hall OK but the clothes aisles really empty. I can't see how they can survive.

Petites are now online only - even the Marble Arch branch has stopped stocking petites. So nothing in store fits me.

My pet hate is when you can't find something you're looking for and they say "Have you tried online?" - do high street shops actually want customers or not? I would love to just pop in, try some stuff on and buy it without faffing about with parcels and returns etc, but they've made it impossible.

Even the Marble Arch branch is disappearing.... Or downsizing!

Agree. There were a series of amazing thread on here once details What was good and bad and how to improve.
I even tried to alert them to these threads because it was invaluable free feedback.

Zilch. Then the share price tumbled and they fell out of fste 100.
I get customer service survey's.

What frustrates me is that I can't ever see what food they have.
A magazine has shown they sell Xmas biscuit tins light up. I can't find that.
I can't find any in store food at all.
It frustrates me.
They have said they can't show food on line because they don't sell it! Deliver it. But for me why can't they say, in-store only?? why??

I feel your pain I wanted to try something on in Sainsburys at 6pm and fitting room shut.

They are not the only store like this though in these changing times. My Aunt used to work for them in the days when you used to get your hair done at work - those days are long gone 😂

I brought a winter coat on line to be delivered to my local store for DD.
Then my dad was dying suddenly and I had to race across country and was gone. I did tell them this and said I won't be there to collect it but please hold itm

Impossible.

They couldn't do it for me.

It went back and my money refunded. Endless chats on line,calls to store.
It had been on sale so I couldn't get another as it was sold out.

So I had to start the search again.

I couldn't believe it

You aren't wrong. The men in women's changing rooms, the poor service, high prices and endless bullshit (including waiting 45 mins for them to grumpily find my Xmas food order - £198!! and they genuinely thought they were heroes for locating it despite me paying a huge deposit in September! Terrible all round, avoid at all costs.

Well if you think that's bad, don't even think about asking them what chips go with their steak. Standards have definitely slipped!

My big Sainsbo superstore told me that it is likely they will never open the changing rooms again. All kinds of hangovers from Covid have persisted as they are money saving in some cases eg Premier Inn - no hot buffet breakfast now. You have to order what you want.

😂😂😂😂😂

I only go to M&S for food and school uniform, sometimes lingerie although they don't corner the market for my size anymore so it's been a long time since I bought from them.

I’ve been saying the same for months! I love the food hall and visit one if it’s near to where I am that day. So so variable across the midlands - some are fantastic, well stocked with a wide range of products, then I come home and use our largish local one, and wished someone would close it as it’s dire - dirty, poorly stocked with very few basics. The clothing parts seem to be pretty much the same regardless of what store I’m in imo.

YANBU. I'm always angry about the poor selection of children's clothes. There is room for more..I can never find the size I need either.

The high street ones are dire but we have two amazing retail park ones driving distance and they are both fab One even has a huge Percy waving from the roof.

I don't think it's just M&S unfortunately. My local M&Co has closed down. Times are changing. People aren't shopping like they used to years ago.

I buy virtually all my DD's clothes from M&S, they fit her well and the quality is decent for the price. I always buy online though, can't be arsed shopping in store these days.

Now that is worth visiting for 😂

That’s a very good point - thinking about it, that’s been exactly my experience.

I used to get some nice things in M&S. Things like dresses for family weddings where you just have to look 'nice' rather than amazing looking.

I now only get their cotton tshirts and merino neck jumpers. Everything else I've tried from there recently has been crap. I tried some wide leg trousers for work and they were awful. Weird jersey; like leggings. I've also bought actual leggings recently and they have gone hugely downhill too. Really, really thin and clingy. I also ordered a few dresses which looked really nice online but were vile irl. Horrible, cheap fabric and ugly, ugly prints. Also an inoffensive looking cardigan managed to be awful. I don't even like their pants anymore!

I have to disagree. I'm in Ireland, and I feel they've upped their game, fashion-wise recently. They've got gorgeous jumpers, jeans & an aviator jacket / coat that's amazing, at the moment in my local store. I think they do better quality 'basics' & have worked on their pricing so they are a bit more expensive (that other high street stores) but not too much so.

Actually I was in our small town one today, actually went in for some food and bought a pair of black shoes for work, and a nice black jumper to wear with jeans, the food hall was great and I always pick up the gladioli they sell for 3 quid for a few stems, they Are fab when they flower, they become massive, and last ages.

I didn’t like any of their other clothes to be fair, but I did like a lot of the foot Wear some of the chunky winter boots were really nice and I was really tempted by a pair of white trainers with a silver star on the side and a pale tan suede bit on the heel. Just I’ve three pairs of white trainers and I really don’t need a fourth,,,I may succumb next time..😂

they closed our main m and sstore a few years ago- weonly have food halls now so you have to order online and pick up or pay to be dlievered

They only seem to stock tops up to size 20 and I never did find cropped cotton trousers for the summer!