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?

Th direction of taking on more staff would be preferable!

It sounds better than queueing for 15 mins+ to get your order taken like you currently have to at my local one. I hope they've improved the shit menu though. Last time I ordered a sausage sandwich it came in the tiniest bap I've ever seen in my life.

We have this at our store and for me personally I prefer it but I appreciate it’s not the same for others. For me it’s faster(I always get stuck behind someone slow and dithery in M&S cafes) and easier when ordering for multiple people.

Ours doesn’t have a place to order and pay a person which I think is a mistake.

I like the screens whenever I’ve seen them, but agree that I prefer to see the actual food up for grabs in a cafe - if there’s just one sorry sandwich left I don’t want it. It’s great for “identical every time” stuff like itsu etc.

They ought to have lower screens for better wheelchair access, and a counter / cash option if needed.
And to be fair, the current design of M&S cafes (queue for aaages, stuck behind someone ordering hot drinks v sloowwly, can’t browse the food before you get to it or you get accused of pushing in, trying to carry a teetering tray with plates that don’t fit and tepid teapots) - that’s not perfect either.

Personally I like the self service tills - quicker.

I like them - easy to use, no queuing - service was quick and friendly.

I do agree there should be a lower screen for wheelchair users. But surely table service is better for many with disabilities than having to carry a tray of food to the table?

Yep, but that costs money. The screens don't (once they've been installed).

Having both (screens and tills) = great.
Having just screens is hugely inaccessible to some people.

I always assumed it was just our M&S that was awful, slow, nonsensical and frustrating. Seemingly it's their operating mode. Stopping being so greedy by emptying extra staff is what they really need.

Much of the wait time in sparks is queues so they aren't making money but are losing tables for this time (as you usually find a table and then the person your with will queue).

Turnover will be faster and profit will likely go up. Which is the bottom line realistically.

Maybe a reason to not have items out, hide shrinkage of portions.

I walked out of the M and S cafe at Lakeside partly because of this, but mostly because it looked absolutely tiny, had tiny cramped tables, most piled high with uncleared trays. I was then accosted by a member of staff who said “ I can help you with dealing with the screens if it’s a problem for you dear.”

By the time I got home I had almost fully recovered from being patronised so decided I wouldn’t give their HR department free advice about not making assumptions about their target demographic.

But then a staff member is still bringing the food to the table so if they were concerned about staff seeing what they ordered, it's not stopping that.

BTW I've worked in hospitality and never gave a shit what anyone ordered, I couldn't care less what you choose. As long as you were polite and didnt snap your fingers at me , you could have the whole damn menu three times. And a waaaafer thin mint.

Yes, not having one is a big mistake.
I wouldn’t mind ordering food through screen, we are visiting M&S cafe often but it’s our stop for coffee/ tea and cake. The current set up works much better as the hot drink is made at the end and I like my drink hot. Carrying a tray to the table is challenging sometimes, staff does it usually for those who asks. That’s why I suspect a lot of older people and young mums with pushchairs love M&S. And food is coming separately from the kitchen anyway so it’s only drinks, packed sandwiches and cakes going into the tray.

They don't have a cash option as most would just use that as they do in my local co-op full of underused self service tills.
There are too many good independent coffee shops to put up with this poor level of service.

Sounds awful

Why does it stop the table problem? One person sits at table, other orders..

With the traditional method one person queues up for 15 minutes while their friend bags a table. But the single person who is at the front of the queue, and was there before the couple, now can’t find a table.

With this system there is no long queue and no standing there with a full tray and no table.

What’s this?! Have they all changed? I have to say that it sounds great. My kids love M&S cafe and I hate the balancing the tray with one hand and pushing the buggy with the other

Sounds like a negative step to me as surely that’s some people’s jobs, or jobs that some could have, let go?

And it is much nicer to speak to a person than order on screen for the customer too.

So it sounds from comments on here M and S cafes will become go to places for mums with young kids and the older clientele will go elsewhere.
They will lose money as older clientele tend to spend more for the space they use.

Bagging tables does need to stop, though, I agree

As an aside, last time I was in there sometime was letting their toddler walk all over the bench seat including coming up right behind me.

I’ve got no idea what’s going on with M&S or who they think their target market is for the cafe, but it’s terrible. The new Liverpool store is the worst! Is absolutely tiny! Just grab and go style really. Everyone just goes to John Lewis instead 🤷🏻‍♀️

It doesn't work very well - I ordered a drink and food, they brought the drink separately and must have turned off the sensor thing because then when my food was ready they cou;dn't find me, I was waiting over half an hour and they had to re make it. Bring back the old system any day!

@DanceMumTaxi I had just been thinking I will go to John Lewis instead!