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!

M&S has a split personality. Some of the smaller, high street shops are like a time capsule where yes closing the fitting rooms at 4pm seems completely in line. They try to cram too much in yet there still doesn’t seem to be anything you want (or in right size). Poor lighting, everything a bit rough round the edges, Are You Being Served vibe. I know they’ve closed a lot of this type of store and imo the rest they should convert to food only, maybe a cafe. Some of the newer food branches like Clapham Junction London are very very impressive.

The same stuff in the larger stores seems much more attractive, spaced out, good lighting, plenty of changing rooms, long opening hours, a check in screen for click and collect. Westfield Stratford London is a good example, also Bluewater Kent. Some of the actual clothes are much better than they were, although they still have far too many lines and aren’t sure who their customer is - all the collaborations with the likes of Seasalt and Jaegar (very different vibes) doesn’t help with that. Availability online tends to be much better, apparently we are all now happy just to have things ordered in - when as the OP says sometimes it’s quicker just to see something in the flesh. Even if they offered samples and you had to then order online that would help. I tend to order things in before going to store and then get an immediate refund on anything that is no good. They are very quick with their in store delivery.

I feel like they're straddling their food arm and their main store arm and both are slipping. Even just a few years back I remember the food bring markedly better than any other supermarket, albeit more expensive you could really notice the difference in quality. Now I don't think that's the case, and although some items are fairly priced many are still really high compared to their rivals and just not worth it for me. My neighbour works at our local food one and says staff turnover is really high as they're not treated well- although obviously I can't comment on how true that is!

Do they allow males into the women's changing room?

Yes they do. Even in the bra fitting and lingerie changing rooms.

And 65p for a small pot of jam with my scone, which I had to ask for. "You have to pay for that" lady mumbled.

Yes, I had the misfortune of not knowing they were now unisex changing rooms. I’m no prude, but I find the whole thing uncomfortable, as did the man I bumped into when I came out of my cubicle.
I won’t be doing that again.

Are you saying she made it up, because it seems a number of posters beg to differ! My friend worked at M & S and I definitely remember her mentioning the hairdresser.

The kids clothes are utterly dire- Primark designs but triple the price,
The menswear is atrocious unless of course you’re a grandad or very beige
The womenswear is hit or miss, frumpy and mumsy or granny chic with the very odd piece you wouldn’t mind wearing
Homewear is ok for pillows and duvets
The beauty section in my big city store is good
The Cafe is pensioner heavy- literally pensioners everywhere
The Foodhall is where I do most of my food shopping

‘A magazine has shown they sell Xmas biscuit tins light up. I can't find that.’

Saw some today in large city branch, alongside PercyPig Christmas bikkie tin.
T-shirt weather outdoors, but the relentless countdown to Christmas marches on.

The free hairdressing was famous.

‘The Cafe is pensioner heavy- literally pensioners everywhere’

Less of the casual ageism.
Pensioner’s money is as good as anyone’s, & for some reason they like to go out & about…just like anybody else.

The hairdresser was definitely a thing - still in my store in 1997! I love M&S - still a shareholder and buy most of our food from there.

Yes some of the woman's fashion is a hit rubbish but I still love their undies and boots and DS has practically all his clothes from there.

We used to have a great M&S. It had been in our town for 130 years. There was no cafe but had children's wear upstairs. I got some of my son's baby clothes from there.

It was around 2000 they moved the children's wear downstairs so had less choice for children and adults clothing. A few years ago a decision was made that there would be a new food hall built in a town 10 miles away with a click and collect counter. But our local one would close.

A lot of the locals didn't want it or the Aldi. Because it's a market town so they didn't want retail park's killing off independent buisnesses. There is a small number of chainstores but not many. There's no empty shop's or boarded up windows. As has happened in our town. As a non driver I hate retail park's. The old M&S is still empty.

A lot of our shop's never even reopened after lockdown. Then Debenhams went bust. That's the thing with chain stores. Once the buisness is struggling they start shutting the less profitable down. Then eventually when they go into liquidation every one accross the country closes. It's just all a bit depressing

My sister works at M&S and told me they aren’t taking on Christmas staff because they don’t think it will be a good Christmas.

@GladysGeorgina
From Marcus Sieff's memoir 'Don't ask the price' (1986)

Business philosophy and principles:

1. Offer customers under the company's brand name, St Michael, as selected range of high-quality, well-designed and attractive merchandise at reasonable prices which represent good value.
2. Encourage suppliers to use the most modern and efficient techniques of production based on the latest developments in science and technology.
3. With the co-operation of our suppliers, enforce high standards of quality control.
4. Wherever possible find United Kingdom sources of supply.
5. Simplify operational procedures so that the business runs reasonably efficiently.
6. Foster good human relations with staff, customers and suppliers.

He also added:
...My company has long provided advisory medical and dental services ... a chiropody service ... and a system of testing for cervical and breast cancer ...

There was no element of charity in these management ideas, it was entirely geared to ensuring that valued customers never met a grumpy staff member who had been standing on their corns all day, or struggling with toothache and that experienced employees weren't tempted to jump ship for higher wages, everything was justified by increased productivity. Profits peaked in 1998, a long, long time ago.

@EarringsandLipstick

That’s interesting I was in Dublin recently and looking for work clothes. Since covid we’ve moved away from very formal workwear so I’ve been looking for tailored trousers, blazers etc. looked everywhere: Massimo Dutti, whistles, Reiss, Zara, Mint Velevet etc: nothing.

Walked through M&S on way back to car and they had great options: wool mix wide leg trousers in three lengths, pleated maxi skirts, crepe blazers, lightweight cashmere jumpers. I was really impressed.

The Cafe is pensioner heavy- literally pensioners everywhere

Is that a problem for you?

Llandudno our old store was dreadful. The new store the food hall excellent, the women's clothing baffling layout and quite odd. The cafe system baffling to the older customer. You take a tag use a giant touch screen to order then pay. You and the tag sit down and wait for the waitress to arrive. If you fancy something else you have to go through the rigmarole all over again at the giant screen.

It confuses customers who stand at the counter food in front of them in cabinets they cannot have without using the pictures on the screen.

So it's a mixed bag

M&S food is great. The shoes and nightwear are usually good quality too. I find some of the shoes and bags good value...I swerve the women's clothing - so much polyester and frumpy stuff that I can't imagine would flatter anyone.

My DD has just started school and I bought her uniform from there. The first time I washed her pinafores following the instructions by the letter they shrunk by several inches. I took them back and the assistant said she could only refund me in cash, even though I paid by card. I bought some different pinafores and lo and behold they shrunk too. I took them back and this time at first they refused to refund me, even the manager, saying no one else had returned them for this reason so the fault must be mine!

I thought by choosing M&S I was getting quality and good customer service. I was wrong. I replaced DD's pinafores with supermarket ones at half the price and they're washing so much better.

Our Homebase doesn't have anyone to deal with kitchen purchases and planning until the weekend now.

Another one who worked there 1979/1980. We had a dentist, hairdresser, excellent canteen and a good discount.

I hated it for the nylon uniform, strict hierarchy (having to call certain staff members Mr or Mrs X, who also had a separate dining area with posh tablecloths!) and the skanky customers who would buy a dress one Saturday then return it the next week stinking of sweat and fags.

I think their bras have improved in recent years, their knickers are terrible, and I love the cashmere. I usually find something I like if I go to a large branch but their website does them no favours.

Clothing quality I find really poor - sometimes worse than Primark but considerably pricier. Weird chemical smell on some of the underwear that takes several washes to get rid of. I've switched to H&M for pants now, and Bravissimo for bras. Yes double the price but they last and fit better.

The food quality has slipped quite a bit recently too. If I go into a food hall now I often leave empty-handed.

@CandyLeBon
1969 Dentist & Doctor for health check up, hairdresser by appointment in lunch hour, free 3 course lunch, returned customer faulty items sold to staff every month for a shilling(10p) Free staff Christmas dinner & dance.

Weird chemical smell on some of the underwear that takes several washes to get rid of.

Oh don't even get me started on that one. Why would you do that with underwear of all things? I bought a multipack last year and I had to hang them up to air for a few days, then wash them twice before I could wear them, otherwise I would've ended up with thrush. It's bad enough when companies do this with clothing, but underwear is surely a massive no-no for drenching things in toxic chemicals? Couldn't believe the stench when I opened the packet.

Anyone else found the standard of staff has went through the floor in recent times? Both online help staff and instore?