M&S Foodhall — Local services in London

As someone who used to work for M&S, this is one of my least favourite stores. The staff are friendly and helpful, but the layout of the store is terrible and it is impossible to socially distance. Everything is crammed together like a Tesco Express or a Sainsbury's Local. The till area is the worst - there is no space for any bags, trolleys, prams etc and the constant incessant 'scan your Sparks card' auto announcements drive you crazy. Some fruit you also have to weigh in a separate area but this is not obvious at all and you have to squeeze your way past neighbouring tills and people to get to it, which is annoying in normal times and dangerous in pandemic times. I feel very sorry for older people and autistic people who would find it hard to cope in this environment. I have actually witnessed customers have breakdowns and lose their cool over this cramped, noisy and claustrophobic self-service till situation. At least one or two friendly humans behind a till are still needed to help those who cannot cope with or do not like self-service tills, and to improve customer service and free up some space away from this area...

I had a very negative experience today with one of the staff members. He was extremely rude and extremely patronising. This is my local Marks & Spencer‘s,I use it all the time. I have always found the bakers and the staff friendly and positive. I asked the staff member would he be able to slice a Loaf of bread, he responded I don’t slice bread I explained I get my bread here all the time and always have it sliced, as they have a slicing machine in their bakers department.

The staff member responded you can see there is no one at the bakers area ,and said I can tell you how to cut bread with a smile on his face very sarcastically. I was horrified that a professional could speak to a customer in this way.The Manager dealt with the situation and was very professional. I hope I do not have to deal with this individual again and hope he was having a off day and doesn’t consistently speak to customers...

M & S West Hampstead High Street

I went in to pick up groceries and needed the assistance of this black male who seems to be working around the self service area. He was very reluctant to help when I asked for his help, he repeatedly asked me to excuse him (out of his way) whilst I was asking for his assistance. He walked passed me and he never stop to help me. I thought he was very rude and lack customer service. I think he ought to treat everyone equally with respect and kindness regardless of your race, gender and religion. M&S has a very strong and robust policy on equality, respect and inclusion so this experience came as a shock. I hope the management team have a meeting and perhaps some training with this particular staff so that he doesn’t...