New style M&S cafe

[Triflingjelly]

AIBU to not like the new style M&S cafe where you order at screens like McDs and then sit and wait for hard working waiting staff to bring your food. Stressful for customer and #runaround for staff. It all feels very impersonal. Bring back self-service. Is it just me?

I wasn't convinced at first, however not having to manage a tray and stand and queue whilst managing a toddler has made visits a lot easier. Typically (although not always) the service is quick and efficient, meaning said toddler doesnt melt down before food arrives. As a result we visit more frequently as it's just easier for us to manage. Plus the kids meal is great with good hot meal options.

Our local shopping centre has a brand new m&s, we went before Christmas and found the cafe now had these machines like mc Donald’s. We wanted to pay cash but had to pay by card, we paid card in the end but won’t be going back anytime soon as we prefer to pay cash.
While sitting there many people walked away as they too wanted to pay cash.
Also noticed in the clothing department they now have many self service tills and only 1 cash desk.

Given M and S cafe demographics have often seemed to be older women, this seems a strange move.
My DP is a wheelchair user. We will not use anywhere that makes it hard for disabled people to do basic tasks. It is a major step back.

Don't use them then they will have to stop?
Sounds crazy.

I prefer screen ordering. I like that you can just sit and wait for your order.

Was there not still an option to pay at the counter though? Did you ask someone?

A friend who left us after staying overnight texted to tell me she'd stopped en route and gone into an M & S cafe, where an egg sandwich cost her £6. Six quid!

I do realise I've planted my flag very firmly in old git territory here and that my late Dad would be so proud of me for this reaction.

The might give M&S a go again then, I refuse to go there due to the queues

And I only pay by card so no issues there. Surely it's better for wheelchair users if you you can pay by app at your table?

Our local one has got far too many tiny tables rammed into a small area, and the tills create a horrendous bottleneck. Most of what you try to order is unavailable, and there are never enough staff. It's a shame because some of the food can be really nice and they have a good selection of plant milks.

If this speeds up m&s cafe experience then bring it on. Current system is like a No time and No motion training video.

Oh I love a screen or app ordering situation, I would be straight on this at M&S. I just like taking out the whole social interaction bit and being able to see all the options and change my mind.

@anothernamechangeagainsndagain not everyone can manage pay by app. Many wheelchair users have other disabilities. My DP can manage apps, but many time out if you take too long, which is a common issue with some disabilities.

I much prefer screen ordering - it's quicker.

Screen ordering is quicker for some people. At least acknowledge that for some people it is impossible or difficult.

I agree with this ^. It’s very weird decision. I pay by card usually and ok with using screens but I don’t want McDonalds in the middle of M&S. I’m pretty annoyed by them installing a vast amount of these self service tills and now it’s gone even further.
I can see our local Sainsbury’s cafe striving in this situation: spacious, well lit, good choice of good and employs real people
And by the way our local McDonald’s has a cash till for those who prefer, they always have a queue, mainly of younger teens.

If I can't pay in cash I'm walking out.

Sounds perfect. I was pleasantly surprised to find self service tills in the clothing section last time I went to M&S. I’m all for removing the queues and awkward interactions.

Lots of older women are fine ordering via screens, though.

I'd much rather that than end up stuck in a queue for ages.

The screens get covered in poo

Another cafe to avoid then, just seeing people out of jobs,
I avoid all of these type of establishments, particularly cash only ones.

My mum is dyslexic and finds it really difficult to read on screen, understand what to do and press the correct buttons. You also can’t make specialist orders, for example cappuccino without the chocolate powder on top, or can you swap the peas for beans because my autistic child will only eat beans. You can only order the items exactly as written, it’s not disability friendly.

Should read, card only 😂

I don’t mind this. For my disability finding it harder to carry to a table it makes it easier. Don’t understand why they don’t have screen at lower level for wheelchair users. Also hope they have consulted charities for best contrast for blind/partial sighted.

There should be a pay and order at till for cash and those who can’t or don’t want to use screen. I understand some people see the till interaction as awkward but at some points in my life it has been the only human interaction that day.

Seems a strange move for a brand that I associate with tying to give good customer service.

Fine for McDonalds, weird for M&S. I'm not a regular M&S cafe user, but it does make me slightly less likely to use one now.