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!

There is a medium sized one near me and it's really busy. I usually buy online and pick up in the shop but nearly always buy something else to wear when I'm there. The food hall is really popular. I think the reason it's so busy is because it's in a new retail park so there is lots of free parking so you can come and do a big shop. The one in our city centre is not as busy any more unfortunately.

They didn't have fitting rooms at all in the 70s/80s.

I have mixed feelings about them. I think they are trying to be better. However, the fabric is poor quality and every frock is covered in garish prints.

Today I saw a beautifully made heavy Jersey blazer which was very well cut. It was in leopard print. Just imagine how successful that would be in plain colours.

They also seem to make one style of pure cotton nightie. It comes in navy or white. I have three in navy. I really, really don't want another navy nightie. It would be great in a print or in damson or even pink or pale blue. I have no wish to sleep in tencel or viscose. I'd rather pay £100 for something from Toast than buy another navy nightie in the same old style.

Where is the common sense.

I think it's improved a lot recently.

Just had a brand new out of store opened close to me, it’s great. The old in store town was ok but lacking, but I’ve ordered a few bit on line over the last couple of years. I have to disagree with you, I think M&S have really upped their game recently, I’ve got a number of clothing items in my wardrobe. Even my teenage daughter is very impressed with our new modern out of town store.

Oh goodie. You’re back. I’m off to get the steak cut chips popcorn

Back in the day there was a visiting store doctor and nurse for staff, hairdresser, really good food provided for staff in their breaks. If I worked a 4 to 8 shift after sixth form I would have “high tea” provided at about 5pm! Those were the days.

I actually think that M and S have upped their game, and have some good stuff in now .

I wasn’t alive in early 90s so can’t comment on what M&S was like before. The short opening hours of the fitting rooms isn’t just at M&S though. Plenty of retailers have done this since the pandemic hit - it really does feel like an optional service.

Zara shuts the fitting rooms 3 hours before closing and the till queues are always ridiculous as everyone is buying to return in high numbers. It probably is a cost saving measure on the surface as it prevents theft and requires less staff on site

I think M&S still has good customer service though. if you send an email to their head office, they will respond to you and will probably give you a gift to apologise.

They never have my side. I hate buying online if I don't have too. Sainsburys have also closed their fitting rooms as it's "easier for the staff@!

I do wish the staff were a little more proactive and able to direct you to where the work skirts are, for instance. It often seems that they don't know the stock very well. The way clothes are grouped together maybe doesn't make sense and confuses even them. It isn't great, either, if you go into a big store in search of an on the knee black work skirt, and they only have one. With a staple like that, they could do with ten different styles.

I think they would sell more clothes if staff were trained to help you choose things and put ideas together. I find this in many different M and S stores and I think it's the way management view it. It has to be self service. Some sales assistants have said to me that a lot more is online and that they find that they can't get what they want either.

I think it would help us M and S stuck to work clothes and smart casual ( thicker jersey joggers and slip on tops, for instance- and largely for the over 40s. They could probably get that right, if they chose quality materials and didn't try to cover too many bases.

Erm. No. That didn't happen.

The stuff you've just said didn't happen when I worked at M&S in the 80s op.

I still love M&S shops.

I've had some shit experiences with click and collect though, with an email to say I can collect but then my delivery isn't at the shop when I get there. And another time when it showed my local M&S food on their webpage map to do a return, but when I got there they said M&S foods don't do clothing returns. I don't like being pissed about.

But I still love some of their clothes. I always go their first for jeans and school uniform.

The thing is, in 2022 retail stores have a significantly different market to operate in to survive. They only stock popular items and sizes in store, with more niche items and sizes available online. Easier for them to maintain profit.

@CandyLeBonBon I clearly must have imagined my high tea then. I also must have imagined the arrangements for the visiting doc and chiropodist AND I imagined the store nurse who came to my aid when I banged my head in the stock room and came over a bit strange. My mistake………

It’s the men in women’s knickers, and their un-moderated link reviews that had me boycott M+S in 2018. Still boycotting.

I used to get all my work clothing from there but the last two pairs of trousers and a skirt I got from there have all had the hems come down, the waist bands twist and have gone a funny shape in the wash. They weren't particularly cheap either. I'm now getting work clothing from George and TU. Cheaper and wash better.

@CandyLeBonBon it did it my 5 stores that I worked in from 87- 99. They also had a chiropodist although were phasing out the hairdresser by the time I left.

*kink

Their baby clothes are pretty decent and wash well. I only order online though as the actual shop is half empty and annoys me. Their shoe display makes me angry as i have massive feet and my size is always on thr bottom plus it just looks horrible the way they are displayed.

I like there best ever prawn sandwhich.

Why are men in the women's knickers? In the actual shop?

I feel for them… they always seem to be the target of being slagged off. But I’m going to do the same 😂

They’ve had a hard time of it- their clothing demographic market is very different to those they had in the 80s in their glory days. They’ve tried constantly chasing the younger market over the years with Per Una etc, it hasn’t worked. Too expensive and they always miss the mark- I’ve just seen the most hideous frumpy floral dress with the naffest of big white trainers on display a week ago. The designers just somehow don’t get it when it comes to copying slightly dated high-end trends.

They need to get a bit of the glamour back if possible- their assistants were always dressed well and a bit stylish- it seemed a good place to work with perks. They need to get this prestigiousness back. Uniform needs the glamour factor back.

Food is outstanding and attracts the young crowd. Keep at it. Christmas decorations etc good but a little expensive. Clothes… meh. Stick to the basics that you might struggle to find in a crap town center… men’s suits, women’s suits, jumpers and basic summer dresses, decent and (not stupidly priced for a nice set) underwear, shoes and kids clothes. Leave the likes of Holly Willoughby and Rosie whatever her name is out of it, no one who shops there cares about them and it’s obvious they don’t dress from there either.

Cafes- too bright and uncomfortable for me but does seem popular with the older crowd in my town so who knows 🤷‍♀️

The Ocado delivery they started a couple of years ago is a good idea.

My main moan about M and s is the lack of stock. I wanted to buy a pair of work trousers. The regular length is not for those of average height for some unknown reason. I therefore need the short length. The rack has no short length nor is there any online. What a shock! Their sizing is bonkers. There are many reviews pointing this out. How can they not know what is average height for women??

Fine, well they won't be needing me as a customer then.

In fact I've just had a look at their petites online and half the items on the page aren't even petite, they're just random items. I can't even filter petite t-shirts either. Their search function is clearly broken, and I'm not going to check every single item on the page to see if it's made in a petite length or not. I'd rather not be treated like a second class customer and do twice as much searching as everyone else, thanks.

I worked in M&S in the 90s. The staff canteen was amazing and there was a hairdresser and a nurse. Staff were looked after so well. I was a graduate looking for short term work before beginning my post grad studies and on interview I was well prepared with my knowledge of the company. However I was employed in the strength of my nice smile and my shiny hair