Marks & Spencer — Local services in London

I just visited my local M&S in Westfield to try on a new top - lovely quality but sadly just not the right fit for me.

Upon entry into the changing room on the ground floor, there was no one there with regards to a member of staff managing the rooms etc - but there was when I was coming out - a lady standing by the racks.

I said hello, and that my top didn’t work out and put it back on the rack in order to try and be helpful - it wasn’t busy at all and her hand were free and no one else was there but I was obviously just trying to be helpful.

But instead of saying hello, or anything “friendly” in returned she said “miss - you have to turn it around as it’s inside out”

She had such a look of disgust whilst physically handing me back the top and watching me fold it - not doing anything or talking to any other customer - or me - during this process - as if it was making her feel good about the job.

I felt very much as if I was being “told off” which was very discharging as the whole interaction could have been more gently communicated and not had such a hostile feeling.

Ofcourse I don’t mind helping make other peoples life easier by doing something as simple as turning a top inside out - in all honestly I hadn’t even noticed it wasn’t and I had tried to be helpful and talkative rather than just handing it back and walking away, but as I say I felt very much as if I was being scorned for “bad behaviour”.

Although I have to say my spirits and experience were very much lifted when leaving as the very nice security / welcome man by the doors was in such high spirits, smiling and doing a very good job I must say at saying hello and goodbye to people as you come and go.

Being nice and sharing a smile goes a long way and is id say normally what you expect from M&S...

I should start by explaining the review is about the foodhall and the handling of customers at checkout. It was a shame because the store was pleasant and most of the staff were helpful but It’s hard to justify rating higher considering my automatic checkout experience and how it was handled. I had scanned all my items but there was a problem with the last item I was attempting to scan. In these situations, I’m accustomed to the attendant coming over, input something into the checkout system and you carry on. On this occasion, the person overseeing the checkouts started shouting at me that I had scanned everything incorrectly and I had to scan all the items again. I was trying to calmly explain that I didn’t mind leaving the one item that was not ringing up in the system and for no reason he continued to shout at me saying I had to go and scan all the items I had rung up again because I had scanned them incorrectly. Aside from the verbal abuse, I was in a rush so I’d prefer to leave the one item behind than scan it all again. He said it wasn’t possible - think Little Britain, computer says no, and asked to take everything over to customer services to scan it all again. At that point, I gave up on attempting to purchase anything but more shocking, the manager had nothing to say other than nod and mumble something incoherent. The situation was a big shame, I wanted the items but the staff member overseeing the tills was rude, incompetent at managing the tills and made it impossible for me to complete my transaction. Initially, I thought he was going to apologise for the inconvenience but with the angry shouting of nonsense at me I gave up and walked out, I hope they improve their...

I witnessed a Very unprofessional manager in the school shoes section at m&s and although it had nothing to do with me, overhearing a very loud conversation she was having on the phone during work hours aswell as complaining very loudly in front of the customers to her colleagues. One of which was also a manager which was shocking as nothing was said about her professionalism. She was complaining about people in this country being rude and she would never imagine being that way - which was just rude in itself. She was complaining about a customers child ‘screaming’ - the child was being a child and just being loud. Given your working in the KIDS section in a very very BUSY Westfield shopping centre - I wasn’t sure what she was expecting. It made my experience very very uncomfortable and I felt uncomfortable shopping with her presence. I wasn’t able to get her name as I thought had I looked she would have blown my head off. She was short, on the larger side short dark hair. She had a New Zealand or South African accent (I couldnt make it out) and was wearing a white T-shirt with blue stripes (30-08-23). She clearly cannot handle working in retail and how she became manager is beyond me. I wish I had complained there and then to someone In store but I was with kids so I didn’t want to cause any conflicts. M&S - you should retrain your managers and reiterate keeping your professionalism whilst on shop floor. I would have been disgusted if she was making a comment about a child I was with for making noise as some children have disabilities and...