M&S Foodhall — Local services in London

Awful handling of my click and collect order yesterday; when went to the click and collect desk and could see hundreds of parcels all over the floor. Three members of staff attempted to find the package. There was no common sense being used whatsoever, the staff were taking packages out of numbered boxes and making the piles on the floor worse. They were not sorting the many packages on the floor as they checked them, just moving the piles of packages around on the floor. It was chaos and painful to watch. I explained multiple times that the packages were just a few pairs of kids socks, yet the staff were using no common sense whatsoever, and continued to check the labels on extremely big packages - e.g. those that were huge and looked like multiple cushions. Eventually, after 25 minutes of the staff having no process and moving disorganised parcels around the floor making the disorder worse, including rechecking the same parcels over and over again they found half of my order. They couldn't find the other half of my order. The manager said they would call me when they found the rest of my order, which a day later, has still not happened. I was told that I would have to make another hour round trip to their store because they couldn't find the parcel, having no consideration for my time or the increased risks of having to come back into store. The staff had no computer system with which to check whether both parts of my delivery were actually in store. They kept asking me if I was sure the package had been delivered, to which I showed them the text I had received. My young son was with me and he was becoming extremely upset and inpatient. After 35 minutes the store manager started trying to call the call centre and were put on hold as there seems to be no dedicated phone line for stores. I gave up after 35 minutes lost of my Sunday, there were ten people queuing waiting for packages behind me, it will have taken them hours based on the chaos I saw. Another member of staff was standing in the middle of the pile of deliveries not doing anything. It was painful to watch the staff in effectively try to sort out these deliveries.

M&S are clearly making loads of money out of the pandemic - can I suggest that you hire more staff, ask staff to start work before the store opens so they have time to sort out all the deliveries before people start to come to collect them? It can’t be nice for them to work like this. It seems like you also need more/any shelving space to organise the deliveries by order number. You need a dedicated helpline an adequate computer systems for staff handling click and collect. Its a mess and mind-bogglingly, completely avoidably frustrating and inefficient to witness. It is not fair to ill-equip your staff like this. Very bad customer experience...

Accusatory and rude staff ruins this store. My partner went into the store yesterday at lunchtime with our sleeping baby in the pram. With a pram it is impossible to use a trolley or a basket so she used a shopping bag to pick up items and then she planned to go to the checkout (like we do every single time we have to shop with a baby). We are in the store around once a week but won't be going back as a staff member accosted my partner half way through her shop that she couldn't use a bag and that she had to use a trolley or basket ("We have a problem here and that is theft"). When my partner explained that this is not possible she said that a staff member could follow her around with a trolley instead and that the cameras were struggling to follow her around the store. It was so offensive, rude and accusatory when my partner was blatantly shopping - she had a shopping list in one hand, a sleeping baby in the pram and a large bag which was open so all the contents could be seen. M&S need to find a solution for those who cannot use baskets or trolleys if they are going to insist as it is not inclusive and just an upsetting store experience in one of our...

Not sure about this shop... Very mixed experiences. When it is good, it is good but when I see somebody awful that is awful. Click and collect- return is nightmare, the lady at counter did not turn up for long time ( 5 people waiting behind me, I could not see the black small bell, like hidden), then I have asked to return things, she said I needed to wait till she serves all the 4 people behind me first, then after that she started to move VERY slowly and started to take out a white paper ( not sure what is that for) to process the return. I was concerned that she will lose the parcel, so I took them back. I can take them to post office by myself. Another time, first time I went there to collect parcel, I asked where can I collect my item, she could not understand me like 5 times, I needed to repeat 5 times, just because my pronunciation was a little wrong. Could she not guess? There days they seems to a little short of items, today I could not find things I came to buy.

I will be getting parcels delivered to where I live from now on. It just gives me really sad feeling to encounter those people, outshadows good...