M&S is generally a bit shit these days.
I am so angry with them, for appalling treatment regards to an order place delivery to store for several hundred pounds. Selected my date, got my confirmation email that my order was ready for collection. Was it? No. Could they find the parcel? No. Could they cancel and refund the order on the basis of the parcel not being found? No. I would have to pick up the parcel and have it physically in my hand in order to return it and get a refund. 
And when I asked to see the manager to resolve this, as I was unhappy that I had been kept waiting for 30 minutes just to be told the order was not here, and could neither be cancelled or refunded, she said "I am sorry for trying to help you". WTF??? She was sorry she was trying to help me? I told her that was piss poor attitude, and she should not tell an unhappy customer she was sorry that she was trying to help. Making faces at me and tutting did not exactly make her seem professional.
They kept me waiting for nearly half an hour, while the queue behind me got longer and longer, and one member of staff spent for ever on one customer whose wife worked for M&S and they were mucking about on an order jigging the shopping basket around in order to take full benefit of as much staff discount as possible, and the person serving me were out in the store room, or looking blankly at the computer screen wondering why it said my order should be at the store when clearly it wasn't.
I explained I was not coming back to this area until September, so no chance of me getting the parcel to refund. They offer to walk me around the store to buy the same items AGAIN, I said I could not afford that! What sense did that make?
Manager offered to phone me when the parcel got in, so that we could arrange a cancellation over the phone. I left. I had JUST pulled out of the car park when the manager called to tell me that they had found the parcel, in the adjoining stock room. It never occurred to the staff members to try look in the adjoining storage room.
Not really going to shop from M&S again after this. Plenty of other good stores.
They think they are so big they can do anything, alienate and piss off their customers, and it wont matter.