Marks & Spencer — Local services in London

Dear M&S Team, I would like to share my recent experience at your Bromley store. Yesterday, my friend and I visited to purchase a dress; however, the situation that unfolded was extremely unpleasant and left a bitter taste. We went to the ground floor, but the fitting room was closed, so we were directed to the first floor. When we took the elevator, an incident occurred in which one of the women accused us of shoplifting. This happened because we did not press the button for the first floor—at that moment, I was on the phone with my husband who was looking for us and had a stroller with me, while my friend, standing next to me, became confused by the many buttons and did not know which one to press. Consequently, the elevator went directly to the parking level, as that woman was heading there. Unfortunately, she began accusing us without any basis. We were holding our belongings in our hands and did not conceal anything or intend to exit the elevator; we were merely waiting for her to leave so that we could go to the floor we needed. We were pulled out of the elevator, and a dispute ensued. I tried to explain that we had no intention of stealing anything, but instead of resolving the matter, I experienced aggression from this woman. She called management and security team. When tried to clarify the situation to store management —asking them to check with the employees on the lower floor to see if we had approached—the staff did not attempt to help. They only looked at me as if I were a thief and stated they would review the cameras. Yet, what exactly did they see? That we did not press the button? Ultimately, we were sent to the fitting room, and even then, no one apologized for the unpleasant experience. Furthermore, when I wanted to know the name of this woman to file a complaint, I was condescendingly told that she was not a store employee, even though the woman herself had claimed to be an employee. This occurred without any apology. I was simply informed that another woman had entered the elevator and also stated that we intended to steal. I understand why she said that, considering that when she entered at the parking level, the other woman was already yelling at the top of her lungs that we were stealing. As a mother of a three‑month‑old baby who is breastfeeding, it was extremely stressful to endure such an ordeal in your store. I became very anxious and even feared that the stress might affect my milk supply. I do not want women with strollers to always be suspected and accused of theft without any reason. I suggest considering the following possible solutions: Update the elevator system so that one elevator is dedicated to trips to the parking area, while the other is for visitors going to the other floors. Ensure that fitting rooms are available on every floor. Review staff training and improve customer service, especially in such sensitive situations. This was a very humiliating experience for me, and what hurts the most is that the store employees did not even apologize.

Thank you for your attention to...

Awful customer service when my nan took back a pair of trousers for exchange because they were a different length to the other (probably about 20 pairs) she has owned over the last 10/15 years. Got spoken to extremely rudely on the till in ladies wear by Jane who went off to get another pair of trousers to prove my nan wrong and because Jane was taking so long my nan's daughter went to see where Jane was and ended up hearing Jane telling a colleague how she "had this woman over there moaning about a pair of trousers." I understand that in retail there can be frustrating customers, however talking about them in that manner on the shop floor for everyone to hear (including the person you are talking about) is completely unacceptable. Jane then proceeded to come back and showed my nan a pair of trousers that were the same size but as expected were a different length to my nans and explained it as "possibly different manufacturers" but still would not exchange my nans unworn, still with tags on trousers. My nan then asked to see Jane's manager about the comments that she had been heard making however she could not have cared less (Karin Manager Ladies Wear).

I am so shocked at this M&S customer service in Bromley and will now continue to shop at the Charlton store who exchanged my nans faulty trousers no problem and was greeted by a lovely member of staff. Maybe Jane was just having a bad day or my nan was not...

Good range of produce in the food hall. Only negatives are that some food items sell out quickly and are not restocked during the store opening times; the food hall becomes extremely busy and would be difficult for wheelchair users to shop at peak times and the queues at the food hall tills including self service are lengthy during busy periods. There is an excellent range of wine to choose from. The deli counter is well stocked and appetizing. The staff in this store are pleasant and helpful and the food hall collection team are super. The new vegetarian ready meals are tasty, however the range is limited. Vegetarian chilli con carne is very tasty. The meal deals offer excellent value for money, and the store has ongoing offers such as 3 for £7, which enables one to select meals for individual preferences. Organic food produce is limited, however the organic salad available tastes fresh and punchy. The bakery offers freshly baked bread, and yummy cakes, pastries and croissants. M & S bread rolls are the best. An eye catching range of fresh cut flowers is available, with lovely scents and the blooms last really well at home. All in all, despite the negatives, I recommend shopping in the food hall and I just try to be as early as possible and enjoy coffee at the cafe...