to think we can come up with good ideas to save M&S

[FleurDelacoeur]

M&S definitely on the skids. Profits down, stores closing, Chief Exec saying radical transformation required. Fairly clear that this has happened because they're not listening to their core market, which I'd wager has a fairly large crossover with the MN demographic. So Steve Rowe, if you're listening, here are a few bullet points.

1. Scrap the Sparks card.
2. Sack your womenswear design team. All of them. Now.
3. Ditch the Per Una brand.
4. Rethink your over generous returns policy.

I do wonder who does the market research ( if any is actually done) for M&S ? Whoever their target market is , they aren't buying the stock aimed at them, so either change your target market or stock stuff that your target market will buy. Not exactly rocket science is it ?

Joe Browns is the style they already have in Per Una and should be trying to avoid.

I know we all laugh at Per Una, but I suspect that's the only area of M&S clothing where they've probably correctly identified a core market of customers of the right age and spending power for what they are selling.

They really need to rethink the Classics range. My DM is 79 and she wouldn't be seen dead in the stuff they sell, but again would be willing to spend money on quality basics.

I stopped buying their clothes when I saw how many were made in Turkey even after that documentary which showed how the Turks were using Syrian children in slave/sweat shops for them. Sainsbury's Tu stuff is often made in Turkey too and the quality is unacceptable to me and they may have been implicated in the Turkish slavery issue too. Would like to hear a clear explanation.

True rookie - I think that they are in tricky situation - they have a core customer base who like the per una flounce shit, so need to keep making it for them, as it sells. However, this group isn't big enough for the size of company they are, but if they try to change too quick, they risk losing these customers before they replace with a different, larger group.

They need to advertise a basics line as well as do it. I bought 2 pairs of their chinos having just seen them walking through to the foodhall, I might go back for a 3rd pair - basics, decent quality, will last a few years, not particularly fashionable basic thing. I had no idea they were doing them.

I think M&S over the next few months should do mass focus groups all over the country and get people to bring in the type of clothes they’ve either bought in M&S or other places that they love and would be seeking to replace. This would give them the idea of what they need to produce. I for one have a pair of their fitted indigo leggings which I’ve patched up and redyed over the past 5 years because they’re the only ones which are comfortable and which they’ve discontinued. I’d like to see their fashion archives from the 80s and 90s Because I shopped their the most during those decades and I’m only 49.

I second a comprehensive range of basics.

Once upon a time, there would be a range of T-shirts in a variety of colours.

Half sleeve round neck
Half sleeve V neck
Short sleeve round neck
Short sleeve V neck
3/4 sleeve round neck
3/4 sleeve V neck
Long sleeve round neck
Long sleeve V neck

A few more 'fashionable' necklines and patterns which complemented what was already on sale and very few 'stand out' pieces.

There would be a range of basic colours (black, white, grey and navy) with a sprinkling of colours which changed with the trends.

Now there just seems to be a random selection of boat, scoop, V, and round with differing patterns and sleeve length.

Same with sweaters and cardigans.

Solid colours, good quality, natural fabrics and yarns complementing what other 'fashion' stores were selling.

With the problems with micro plastics, there should be a move away from nylons and polyesters not this rapid cycle of throwing more and more wildly patterned 'throw away' clothes.

Solid, natural fabrics which can be dyed when they fade.

Stop trying to be all things to all people.

Per Una was a stand out label when it first started, but now it's cycling as rapidly through the stores as fast as the the rest of the ranges and quality and production standards have clearly suffered.

Per Una Speziale, Classic, Autograph, Limited Edition and Collection.

Stop it. It's cluttered and confusing.

One good basic range with differing length and size options and one range of limited edition, high quality items not available everywhere.

I remember buying a coat from Sparks and it was gorgeous.

It was before the days of Per Una. It was a fine, warm fabric in a flattering cut with an unusual neckline and people commented on it whenever I wore it.

It was part of a premium range of higher than usual quality Italian fabric and styling and it was almost tailored.

Do that again.

I have the privilege of being able to shop occasionally at one of their flagship stores. It's full of contradictions and some good and some bad bits.

Good bits

Great T shirt shop last summer that had a range of T shirts in a variety of colours and shades with a variety of necklines and lengths. Every time I went in it was heaving with customers picking up multiple T shirts with a variety of styles in one place. It was simples and effective. They tried to do it however with down jackets this winter but it didn't have the variety.

Men's wear. We hunted everywhere for a suit for prom last year and with a fight I took DS to the menswear section in M & S and he was over the moon with the service and the style of the suit and shoes so much so that he refused to go back to the more trendy shop to buy their suit offerings that he had previously tried on. The suit has worn well during 6th form and when we replaced the shoes he went back to M & S.

Cosmetics ranges are a bit of a hit locally and the staff seem to be well trained in the different brands.

Poor Bits

Staff don't seem knowledgeable about their products in women's wear and if you ask they won't leave their designated floor area to assist you.

Per Una is a sea of tatt that looks like the clothes have been taken to a craft lesson in how to stick on buttons and bows

The store layout is confusing. If I want trousers I don't want to go over 3 floors to find them.

Autograph is now poorer quality and less co-ordinated than it used to be. I have in my wardrobe a pre-pregnancy set from Autograph that was a shift dress, jacket, skirt and blouse that was offered as a set and was mix and match. The quality was excellent and even though I don't fit in to it now I can't part with it as if I do shrink I would never be able to afford this quality again.

Ditch the Sparks card. The offers I get bear no relation to the products I buy from there. I've no idea why I get offers for olives when I have never bought anything like that. I'd rather it was a loyalty card like nectar or Boots which I could use to treat myself.

I was going to say look at Uniqlo as well. Really good quality basics that last, that's what they need, and I would happily pay a bit more for these.

I went in last week, looking for t-shirts which were slim cut with deep enough v-necks for breastfeeding. Everything was too short, high in the neck or baggy round the waist. I trooped off to H&M and got two of exactly what I was looking for for £3.99 each. I remember looking for a simple black sleeveless dress in jersey a couple of years ago but couldn't find anything suitable on the high street and thought 'this is what M&S should be doing.' I'm 32 and my mum is 63 - both of us find the majority of the clothes frumpy.

The beauty section is brilliant, though. I love that I can go there for my Nuxe stuff. And the food is reliably lovely. I like the baby clothes a lot too.

I'm not surprised that M&S is heading for closures; thirty odd years ago most of my clothing was bought there, the quality could be relied on and the sizing was always the same. They traded on the fact that things were made in Britain. Good quality, well fitting staples were easily found and you could dress quite stylishly.

Now I hardly ever go in, the quality has deteriorated, frills and flounces and stupid trims are on everything, the fit seems to vary widely and the colours and patterns are always OTT.
The annoying thing is, is that I've completed several surveys for them highlighting the awful website and clothing, as I'd imagine hundreds of other people have, and yet nothing changes.

The designers seem to be in a fantasy land where they put their fingers in their ears and continue with their bizarre and quite honestly laughable ranges, some designs are absolutely hideous.

They've been told often enough, yet when they get a range in that does seem to do well, they discontinue it or sell out and don't restock.
Food wise I agree with a previous poster that it lost its uniqueness when it started stocking 'ordinary' brand groceries; and not delivering food was a mistake.

I'll be sad to see it go, but it is inevitable I think.

They need to do good quality wardrobe staples.
Last year it was my first port of call to get a plain black longline cardigan, they didn't even have a plain black cardigan, I ended up in getting one from H & M!
I couldn't get plain coloured jeggings in my local store.
I wanted a black puffa/quilted jacket, they didn't have one that covered my bum they were all very short, the sort of thing that you could've bought much cheaper elsewhere..
Their shoes are good quality their mens suits are good, their flowers/ plants are good.

However it is the only store where in recent years I have suffered appalling customer service and a bad attitude from staff (this was at my local store and at the Marble Arch one)
It put me off, quite majorly.
They have been surviving on their reputation for too long.

Autograph used to be bloody awesome. Italian design suits with options of trousers/skirt/dress so you could do a whole week with just 3 coordinating tops.

Also, for the love of the Baby Jesus cease and desist adding a button and loop to the sleeve of perfectly lovely shirts. If I want to roll my sleeves up, I know how. I don’t need to look like a Nana, and if I have the sleeves down I don’t want a stupid button halfway up my arm.

Food delivery is an excellent idea.

Finally, at Bluewater, do you think you could recruit a few people that give half a shit? I know we all have to bring our own bags now, but that doesn’t mean they should just slide stuff back at you to fold yourself.

On a plus side, the men’s polo shirts are terrific. Look great with jodhpurs for riding!

I think the writing is on the wall
they're doomed

Mothercare is also in trouble. Poach Jools and her Little Bird Range while you can.

Lovely bright, unisex kids clothes which are EASY TO PUT ON. M&S boys trousers have such fiddly buttons.

I told them 10 years when I worked in their call centre to fix the issues customers repeatedly complained about, or they will not survive the next 10 years. Its now 2018 and they are going under. Let them.

Agree the Sparks card is rubbish. Too complicated. I never bother with mine.
These are all spot on suggestions, and they need to make the most of the public goodwill there is to keep them going.

One thing that makes the website unusable for me is the ridiculous number of options that makes me lose the will to live. Went on to buy DS some grey school shorts. There are ELEVEN different options of grey school shorts to wade through:

• skinny leg
• slim leg
• slim fit (somehow different from slim leg but not well explained how different)
• regular leg
• regular leg cargo
• regular leg pleat front
• pleat front (how different from regular leg pleat front??? But listed as a different item)
• easy dressing
• skin kind
• plus size cargo
• plus size easy dressing

Now I can understand that there need to be various options but eleven different things, none of which are well explained, all the pictures look the same, and which took a week to arrive last time - makes me give up and go elsewhere!!

Now multiply that to buying a white t-shirt for myself...there are 19 white t-shirts. Nineteen!!

I think a Little Bird style range would be lovely in M&S, they coild easily use prints and designs from their childrens ranges over the years.

I agree that they need to get back to basics. I could always rely on finding simple style, good quality clothes - trousers, cardigans, tops etc.
Not any more.

Out with frills, and colours that do not flatter anyone. No wonder the sales rails are always jammed.

M&S needs to listen to their customers.

I am in general not a fan

The only decent idea they've had in forever imho is to open mini food branches in hospitals.

Finally i can get a decent lunch, basics for snacks/meals out of hours and spare tights if i ladder mine.

Side benefit is everyone i know at work dif a schoolwear order for delivery to the hospital branch in the 20% off week. Must've made a bomb.

I don’t think it is just M&S that are in trouble either. About 10/12 years ago I was buying in L K Bennet. Kate Middleton came along and she and her family wore the brand. They then doubled their prices almost overnight. They used to be really good but I don’t go in there now. Jeager have gone into liquidation. House of Fraser are struggling and I will be really sorry if they go. Mothercare is linked to Early Learning Centre and W H Smith is also in trouble.

High Streets are struggling because of difficulty parking. If you are on foot you are unable to buy lots of goods and carry it home.

I want a bag when i make a purchase. A paper bag or carrier will do. I don’t want to arrive home with an item that looks like it has been through a hedge backwards. Ffs
give me a bag when I buy something. Other stores do.

@Seeline Sort out the bloody shops - put all the trousers in one place and all the dresses in an other. I don't want to have to trawl through the entire (poorly stocked) shop spotting a pair of black trousers in every other corner of the store.

Yes! I went in last week specifically to try on several different pairs of trousers I'd seen online - similar colour but different style and fabrics. Found two in seperate parts of the shop, a third wasn't in my size but fourth was completely non-existent until I'd given up, was walking out and then saw them hidden behind a wall on a display all by themselves.

It's as badly organised as those shops which order stuff by colour. WHO SHOPS LIKE THAT?

Why don’t they put samples before a panel of mumsnetters before they roll it out in their stores. Some items are truly hideous.