Marks & Spencer — Local services in London

I was bought for Christmas a pair of Chunky lace up boots. The sole of the boots have completely collapsed and are unwearable which is surprising as the sole is around two inches thick. This happened during the working day and put me in a difficult position. I do find it hard to find a comfortable pair of boots so I visited online to see if I could order another pair. Unfortunately, my size, size 6, were sold out. I checked the instore option and found that Kew had 1 pair in stock. I attempted to call the store however it seems that the covid regulations are still in place and you cannot physically speak to anyone instore at all. I was then directed to the online store automatically. I asked the employee if they could contact the store and ask them to check if the one remaining pair was still in the store as my 72 yr old father was going to pick them up however if they were not there then he wouldn't need to make the journey. I was advised that they could not contact the store at all due to the changes they had made during covid. My father made the journey and there were no boots there. It was a complete waste of time. I have to say that I am completely disappointed in Marks and Spencer. I had previously worked at the Kingston and Richmond branch and going the extra mile for the customer was never a problem. Especially due to the circumstances. Had we been able to speak with someone in the store, the outcome would of been completely different. There were no other options offered and I am left with a broken pair of boots which should of lasted longer for the price of £45. I honestly expected better from Marks...

The store occupies around 30% of the retail space at the estate. It's all on one level so no access issues for wheelchair users. It has women's, men's and children's clothing sections. There's also homewares, a foodhall and a cafe. You can pick buy just about anything other than furniture here. The emphasis is on clothing and this takes around 70% of the floor space. All the usual services are here. There's a large car park and the R68 bus, running from Richmond Underground and mainline station, terminates in the carpark close to the store. (Richmond station has lifts so is usable by people who find stairs difficult).

My reason for giving only 4 stars to this outlet is that it is not easy to find and there is an asymmetric junction to negotiate if you are approaching by car from the A316. Getting in is easy, apart from an unusual near U turn as you approach the trading estate. Getting out to travel westward on the 316 involves a totally unintuitive series of manoeuvres that it's all too easy to get wrong with a distinct possibility of ending up driving the wrong way down a one way road! If planning a visit do check the match schedule for the nearby Twickenham stadium as you really will not want to get mixed up with...

Was a great store with excellent, well mannered professional staff but that's noticeably changing now, because you're employing some people who are the absolute opposite of customer service orientated. Why do you employ these people? Don't tell me they gave a "good" interview. Who is interviewing these people and offering them a job? You have 2 new people in your food section, one of them has a visibly severe attitude problem and sounds angry all the time I'm food shopping and see him near me. He never acknowledges customers and also talks loudly and negatively about his job. I've heard him. Are you aware that this one arrogant attitude problem man can bring your entire food section down? You're already in the red financially so do yourselves a positive business favour and ensure that only the very best people are employed. Do you just employ anyone these days because it's difficult to recruit in the Kew area? I'm seriously considering ditching shopping for food regularly in M&S Kew. There's a Sainsburys around the corner in Richmond road and all the staff there are courteous, friendly and...