My earliest memory of Marks and Spencer goes back to when I was about 5 years old. I remember trips into the city centre, and as a treat was rewarded with wonderful crisps. At that time I didn’t realise it was Marks and Spencers food hall – I just knew it was something special.
That was 30 years ago, and unfortunately M&S no longer has the same appeal for me. As I grew up into adulthood, and found myself with a very busy lifestyle, I relied on M&S for my clothes. I appreciated the quality at reasonable prices. True, M&S cost more than many of the high street stores, BUT I did think it was worth it. Having little time for shopping, I certainly appreciated the fact that you could take items back without a quibble. I often bought a selection of clothes to try on at my leisure. This met my needs. Okay, I was irritated by their not accepting credit cards, but I overcame that by an M&S chargecard.
So, what has gone wrong? In my opinion, there are two major problems. Firstly, the clothing is not what it was. For a number of years M&S has trotted out the same lines each season, and customers have just got bored. Unfortunately, I think they have now over-compensated for this, because their new ranges are truly awful. They seem to have gone from being fairly conservative, to ultra modern, and I am no longer sure what customer base they are trying to attract. It certainly isn’t me anymore!
The other problem is their food hall. I have always been a fan of M&S foods, right from my earlier days with their crisps. I still find their foodstuffs to be of a high quality, but the supermarkets have caught up. Tescos have their “finest” range, Sainsburys “taste the difference”, and Waitrose has always been good. This means that M&S food can no longer justify its premium price. The other irritation I find in the foodhall is the queues. Inevitably there are always several people in front of you – M&S just don’t seem to have enough cashiers.
So, I will join many people in saying that M&S has lost its way, and I cannot see how it will recover. At one time M&S was my first choice, now I seldom go there. And, whilst I might be sad at the end of an era, I can’t say my life is any the worse for it!
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Good op here, I enjoyed reading your opinions. Thanks.
stoolie74 08.07.2001 15:14
A great opinion and one which I agree with wholeheartedly. It is a shame to think that this chain is suffering, but to be of the opinion that all their customers would remain loyal (regardless of quality and price) seems to be plain gullibility. Comprehensive op, cheers.
kazziebears 08.07.2001 13:47
I think I have to agree with you on this one. I had a gift voucher to spend a few months ago and try as I might, and boy did I try!! I could find nothing nice to spend it on! In the end I had to settle for some smellies, the best of a bad lot I think! Kazz!
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Advantages: Outstanding food quality, a clean bright tidy store, good location, good accessibility Disadvantages: VERY expensive, arguments about refunds, rude staff (on at least two occasions),LONG QUEUES!
peterkinxl5 05.04.2005 ·
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Review of
Marks and Spencers
Jul 7th, 2001
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