I went to collect my order through the M&S click and collect service. However, when I typed in my details at the collection point, they were apparently incorrect. When I asked a member of staff for help, they gave me unnecessary responses, such as to try the names of all my family members (I would've done this myself if I knew I didn't order in my name!). Only after asking the member of staff several times, they decided to ask for my order number, and typed it into the system. Despite this, there were still difficulties, and the member of staff was even trying to claim that my postcode, phone number, first name and last name were incorrect. I showed them the order conformation email, the message telling me to collect my order and my bank statement showing the transaction went through. Nonetheless, they still claimed that I had never ordered in the first place, so I couldn't apparently get a refund due to this claim of theirs. When I asked whether there was a customer service team that would help me, the member of staff carelessly replied that there was NO customer service. I raised my tone and said that I wouldn't be leaving the store until my issue was solved, after which the member of staff referred me to the manager. The manager was more helpful, despite going along the same lines of their colleague initially, and found out that my order had already been collected. However, they couldn't accept the idea that they had made a mistake by giving my order to someone else and not checking their details beforehand, and I spent quite a long time having to tell them the blatant truth. I couldn't deal with this torture, and called my husband for help, since clearly these staff weren't agreeing with anything I said. It was only while I raised my voice on the phone that the manager started to frantically look for details of my order, and then they realised their original mistake of giving my order to the wrong person. What was funny was that the person who collected my order did return it to M&S and the parcel was placed right next to one of the tills with a note on it saying it had been returned! Eventually, I did get my order, but M&S did waste a good hour of my time. Not only that, but my child was very hungry, and had to put up with this very poor customer service. Furthermore, they treated me as if I was stealing something from them and did not treat me like a customer at all. The stress they caused me was so bad that I was on the verge of tears- it was a very traumatic experience, just for a collection of school clothes. One whole hour. This is not the first time M&S staff (AT SUTTON) have disrespected me, as I have often had poor experiences exchanging clothes and returning them. At every other branch I go to, the staff are good. I don't know why, and I do not want to make presumptions, but this has to change immediately.

A typical M&S. They habitually rearrange the layout of the Food Department to keep customers on their toes or in a state of permanent bewilderment. The latest whizz to make customers feel good is playing rather loud but inappropriate mood music. Somehow hearing "They tried to make me go to rehab" while selecting a packet of artery blocking pork chipolatas or an unhealthy ready meal doesn't feel quite right. I suppose we were lucky not to be subjected to Chopin's Funeral March during the first Covid lockdown in Spring 2020. Don't even attempt to use the Foreign Currency desk. To exchange a paltry few hundred pounds into US dollars, you are likely to be treated as Sutton's equivalent of Pablo Escobar and given the third degree. Still, until Sutton gets a Waitrose (cough, cough, wheeze), this M&S will have to suffice.

Attempting to return an online order, their staff were more concerned with repeatedly telling us about their system limitation and fault with receipt than resolving the problem. We understood problem, but had receipt confirming amount paid & relevant goods in hand. The fact that online warehouse had cut corners didn't mean we were at fault or could do anything about it, but still staff insisted on proving themselves right and not serving the customer. Also whilst being served another employee rudely came and stood by shoulder talking loudly on phone whilst disturbing us and the employee serving us, whilst she should have stood away or at least put call on hold instead of prioritizing her call over our in-progress customer experience.

M&S are not my favourite store. I don't know why my missus cannot walk passed one, or a Clarks shoeshop, and this is no exception. It seems in desperate need of a cheery coat of paint, the ratio of men's stuff to women's stuff in the sale is dire, however it's bureau De change gives a decent rate (although not the best) and it's coffee shop again is good but could be better. That said, it's a shop where she finds stuff for her Christmas list for me to buy her. Maybe that is the issue M&S faces, it's got everything that you want, but it just needs an investment of inspiration to make the place take off, and I'm also a shareholder.

When b walk into this store you can see rows a nd rows of all different sizes of clothes hanging on rail looking pretty and then you walk this store you walk into what do you see is more 5 but this time it is rows of fresh fruit and vegetables and not only that but there are also freezers full of food and while you are walk around you are cooled by fans blowing down from above you. There food is great but l must recommend the meal for 2 for £12 and this a good way to try out to find out good the food is in this store and you will not be disappointed

Very very happy with the service the young lady on the tills was absolutely superb unfortunately I didn't get her name but very very helpful to me as I'm disabled to help me pack my bags and she was very very good I always have found Marks and service very good but this was excellent the young lady was very very good to me unfortunately I haven't got her name but I will get her name because I think that's you should be told that how good she was thank you very much Marks and Spencer's and I'm still very happy with the food that you supply thank you

I never normally write reviews but I thought I just have to after seeing the shocking choice if goods of my local sutton store. Very limited womens clothing choice and the food selection in the food hall was very poor. You would expect the shelves to be filled for Saturday morning shoppers! I don't know why this store even opened to be honest. Such a terrible shame. Mark's and Spencer's, I hope you take your reviews seriously because if you don't then you will end up like other I'll fated shops...closed.

Still don't understand why the stubborn Store Manager won't revert the escalator from the Food Hall to going up.....as it used to be years ago ! Why would you encourage customers to come in from the car park and go straight downstairs without making the walk across the whole sales floor?? So now have to carry heavy food bags (so obviously buy less ) through shoe dept up the escalator and across the whole of the top sales floor ......... Barmy..no wonder sales are down ....shame

At M&S Sutton yesterday, my wife was abysmally treated by a member of staff who was more interested in a private chat with a mate than serving. When Fay asked her for directions to a department, this woman gave her a filthy look and pointed without so much as a word before returning to her chat. Is this acceptable to you? Sadly, we don't know the employee's name but can you ask all your staff to behave with courtesy to customers in future? If not, you will lose them and deserve to.

Only 0 star toay took a jumper back to store with a fault i have never done this before the manager of sutton who gave her name as rachel insisted i had caught it eventually conceded as she was not able to send it for testing and agreed to give me acredit note after looking at me down her nose and the 2 staff were not social distancing and not wearing masks what a shame all food hall staffhrough covid deserves 5 stars have been a life saver but now will think twice

Mostly a nice and pleasant store, in the middle of an otherwise inauspicious high street. Been shopping here for years. Two current negatives, though: the current choice of mens jeans appears quite limited (although that is probably more a reflection on the state of global supply chains) and for reasons unknown, they have stopped selling suits and formal wear, which now means that if you want to try on a suit, you'll have to trek to either Croydon or to Kingston.

Woman on the till took our gift card as payment then somehow managed to cancel the sale and told us the gift card had no credit even though she had just took the payment. After 40 minutes of the manager trying to resolve the issue we were told they would have to look at the till transactions at the end of the day and get back to us. 2 days later we received a call saying it was their error??? They offered us the amount back on a new gift card. Terrible service

What can you say about M&S these days. The store's are split into two. The food is excellent but, sorry to say the clothing department needs a complete overhaul. The clothes are not like they used to be. ie; I have a mans nicely made thick wool with pockets cardigan, which I have had possibly for 30 years and is still wearable and fashionable. You don't get that these days anymore in M&S. Come on bring back the old ways of M&S and be more respected

It’s not the greatest Marks and Spencer’s around. I struggle to get most stuff in my size here as they seem to only have limited sizes. Most of the staff are friendly but trying to buy stuff in the food department can be really frustrating as it’s so understaffed. Doesn’t make any sense really as it’s usually pretty busy. The quality of the food is pretty good though. I probably wouldn’t shop here though if there was a better one closer by.

Today, 19Nov17, I was surprised with how cold it was in the Sutton store. It’s like an ice palace experience - but no one is prepared for it. All employees looked miserable, trying to keep warm. Not a single heater in sight. Cheaper shops provide better service, to staff and to costumers. I was so crossed I left without buying anything. Shame on M&S and their Sutton management for treating staff and costumers with such cruel indifference.

The manager (Allison) had a extremely brutal and rude approaching when I tried to spend my gift card worth £10 on special beer without an ID but together with my mother who has white hair. "Get out of my store, I call the Police! This is my store! We not gonna sell you alcohol today and never. Don't come back!" she shouted to us when I tried to explain her that she is my mum and she has an ID. My age: 27

I bought a set consisting of a hat, scarf and gloves for my 3-year-old. It cost £16 which is a lot given that it was mainly polyester. The hat turned out to be small, although it’s supposed to be size 3-6 years. A double rip-off! Shame on you for having high prices and inadequate sizes! Other customers report the same issue having read the reviews. It’s the dinosaur set.

Very rude staff on the till Manager((SAM) and (AMY)they shout at me infront of people they were very rude extremely rude accusing me that i wore something which I never did I just wanted to returned a trouser back as it too short with tag on n with my receipts they refused to take it. Its an expensive trousers which I paid for. No manners how to talk to people

This is a medium sized store. So it has the food hall women's, men's and children's clothing. A large lingerie department and cosmetic department. It also has a cafe. It doesn't stock furniture. Usually the store is tidy and well staffed. Although at lunchtimes there can be long queues - generally well managed. I do wish it had a larger autograph section.

Had a really great service from lovely lady named Sandra on collection desk in Sutton store. Actually she couldn't find my parcel from the stock room and she reserved my pyjamas to collierswood store and went there by bus to collect my order and sent it to my home with one of her colleague who lives near by me. Thank you for all your hard work Sandra !!!

The most irritating shop in the universe. A couple of check outs open in the food hall with people patiently waiting for incompetents to deal with elderly people claiming 1p (?) Off their newspaper bill. Never again! Oh and worse than that, the food we wasted money on was insipid stodge NEVER to be subjected to again. Soups tasted like liquid cardboard.

Just went in for lunch with s friend, didn't look at the clothes. The food available was good, I usually choose either soup o salad as both offer good value for money, had spicy lentle soup, it came with 2 small bread rolls and butter, they have the choice of white and wholemeal bread, I found it very fullfilly. Lentle above meant lentil

I was only passing through but d Christmas musical Biscuit tin with shortbread caught my eye and I bought 4 d lady who served me was polite and that matters to me so well done Mark's and Spencer i will shop in here again i have been a customer for a good many years and i luv everything delicious food chocolates ornaments etc thankyou x

Two members of staff SONIA and KELLY ANN was very smiley, helpful, efficient, made me feel well come very quick service. I would be delighted to come back into your store before of those to members of staff. Thank you so much. Make sure that the members of staff sonia and kelly-Ann get the praise they need. Many thanks from craig

Poor service today in the MS Cafe. Understaffed and practically nothing available from the menu, including baked beans for the jacket potato. When questioned why they couldn't just buy some from the MS Foodhall downstairs, the response was, 'we can't do that.' Absolutely no shame, management needs to step up and find solutions.

Totally unacceptable service at the till 03/12/2022 @9.30. Cashier couldn't progress a transaction so had to stand there like a lemon for circa 10 minutes!! Everybody in the queue was complaining and the staff on the shop floor could not care less passing the buck as 'somebody is on their way'. They clearly weren't!!!!

I went shopping for my husband’s outfit for work party at M&S Sutton. Shop assistant, Selina was amazing. She helped me choose the colour of the shirt that matches the blazer I’ve got for my husband. Helped me order the trouser to go with the whole outfit. Superb customer service! Thank you very much Selina!

Very unpleasant experience the cleaning lady kept asking me if I was making an order whilst my mate was in the queue making the order , table and floor very dirty. Staff need some hospitality training. I wish she concentrated on doing her job rather then being rude to customers. Never coming back here again.

Very good prices for casual clothes on promotion, a wide selection and a wide range of colors. Professionally trained consultants who help to solve problems quickly, help people with special needs to shop calmly in their store, smiling and kind, calm and responsive. Good choice for shopping. I recommend!

Clean, helpful staff. Mark off as the shelves get empty in the food court quite frequently. Great M&S own brand beauty products that are animal cruelty free. Staff upstairs in the lingerie department could be more useful or someone actually there would be even better. Good quality clothes and products.

Snagged a few bargains on the " final reductions rail. " . And bought some full price fabulous flared jeans. Had a delicious flat white and a sandwich in the cafe. ( wish someone would fix that broken light over the cafe counter area. It's been flickering for months. Shocking ). …

No staff on the floor. One lady who works at the Café located in M&S showed me the way to school uniform and she( Nancy) was very kind, helpful and superb friendly. M&S needs people like Nancy. 5 stars to Nancy, 1 star to M&S because one gentelman who works on the till was apologetic and honest.

Always liked this branch, always well stocked great products. Cold chain is always well stocked. Have a nice bakery section and cafe up stairs looks nice. Clothing range is nice. Can get some really good bargains in there if you go later on in the evenings. Staff are always friendly and polite.

The shop was being re-arranged for Christmas food pick ups on one of the busiest mornings of the week yesterday. It was impossible to fit around the squashed display areas. All in all it was one of the worst pre Christmas shopping experiences I have had. Got out of there as soon as I could!

Went to the cafe at Marks and Spencer in Sutton today. Disappointed to find that - in common with most other cafes - the only gluten-free cake available was one covered in chocolate (a common migraine trigger). Come on, M and S, use your imagination and provide something more neutral.

I made 3 food orders in for collection, they ruined my wedding day and reception as they couldn't be bothered to deliver the correct food ordered weeks in advance staff were helpful but ultimately I went to Marks& Spencer as its meant to represent quality and they failed to deliver.

Today I used Sutton M&S staff service through appointment. The staff wanted me to do a review but as my QR code was not working she took my phone and rated high score for herself. The staff pretended like she was helping me but done everything before I even realised.

ive been here many times, I always loved marks and spencer food because of the quality, the cafe is a clean and hygienically 10/10, mostly what i order is the Laate which is really nice and jacket potato, beautiful atmosphere, free wifi too, relaxing place A +++++++

I went to try on suit jackets couldn't get one jacket to fit me this is the trouble with M&S the sizes I tried regular size was too big as if I'd lost weight slim fit like I'd put on weight not one jacket fitted walked away to be honest I'm not a M&S man or fan

On my visit to this store today was marred by the continual problems with the public lift. Having completed my food shopping on the ground floor, I had to carry my shopping up the stairs too the first floor to gain access to the carpark. I am 78 years young.

M & S Sutton has women, men and children clothing. It has foodhall which includes fresh bakery products. On first floor, it has a lovely cafe , beauty and lingerie section. Rest- rooms are on this floor too. Staff is always friendly and warm.

I was delighted to find a dress here that I wanted which was out of stock online because it's a great dress and was on sale. The fitting room attendant wasn't friendly, the poor lady looked tired and like she hated her job, maybe she needed

Done a click and collect job on a Thursday evening, went to the clothing department as I wasn't sure where the collection point was... Went from the front to the back of the store down the centre walkway 3 times looking for a member of

I used to like the Penang curry in cafe. But discontinued, too low fat I assume. It took ages to get a Latte coffee, I had something needing a spoon, can I have a spoon? Basically its a place best avoided. Sunday in Sutton.

Only 3 stars as the toilets let the store down go there every week but same thing toilet full of paper or not flushed dirty and smelly but cafe is lovely and great staff food hall great and upstairs clothes is well stocked

Well stocked, not too busy supermarket. A little on the pricey side but keep an eye out for bargains and its not too bad. 6 bottles of wine 25% off Pork chipolatas 75p ^^ yum yum Dine in for two on selected weekends.

The staff are very helpful, Louis made sure I found exactly the shoes I was looking for. You don't get this kind of service from an online shop. No hassle having to re-package unsuitable goods and post them back.

This is a very good shoping center, you can purchse here diffrent kind of products such as cloths both for male and females, fruits and vegitables, drinks, snacks and many more items. Staff is very cooperativ.

Very good food items that are a little bit more expensive than the general supermarkets but worth the money and as usual men's clothing department much smaller than the women's, nice plant's and cut flowers

Doing well in lockdown. Spray cleaner and towels to clean trollies/ baskets. They have the rest of the ground floor open as well so ypou can actually buy clothes, shoes and cosmetics. Lots of offers too.

Great food and wine. I only use the Food Hall so cannot comment either way on the clothing. However, M&S are well known to sell good quality jumpers and scarves so I'll put that out there too.

Really good variety, use it mainly for click and collect, occasionally buy some clothes and visit the food hall located on the ground floor. Have always found the staff pleasant and helpful!

Food section brilliant, but don't even try to get answers about the full M&S range, like lighting or furniture. They'll just send you to a bigger store for information about those products

Food store is good, the clothes store is a bit like a jumble sale. not attractive. the styles and colours awful. Also, lots of larger sizes, but hard to find jeans size 12 with long legs.

School wear shop. Lots of stock and variety for shirts/ blouses and skirts/ trousers. Although I couldn't get socks in right size. Always liked M&S style and quality for school uniform.

I don't think the cashier even noticed me. She was so busy talking and laughing with her colleagues in a foreign language. No hi, thanks, goodbye. Not even eye contact at any point

Staff have been very sensible putting out stock gradually giving shoppers a chance to buy the essentials as people are tending to buy in bulk due to media coverage of the virus...

Poor shop, staff unhelpful and rude. Poor luck of food and clothing. This shop look for poor people s. I prefer primark. The staff thinks to work for harrows, is just redicolous.

A good, tidy and a spacious joint at the heart of the town centre. Always a pleasure to shop at M&S especially when looking for formals. A preferred clothing store definitely.

Didn't really see any clothes that I liked, but used the cafe, for coffee and scones, cream and jam, and all times 2 for 3.50 with the 50%off, a seriously great deal.

Very friendly and helpful staff in this branch but the products that I bought were faulty. Took them back and exchanged but these were faulty too. Not a happy bunny.

The food section is excellent but the clothes shopping seems to be aimed at the older generation and needs to have a range similar to the Kingston store.

We couldn't find what we were looking for so we decided to get a gift card instead. Also its pretty warm in the store. Disappointing experience overall.

Everything is of the absolute highest quality, from the delicious food to the superbly made clothes. No other retailer comes close in my opinion.

Large clothing section with a good-sized Simply Foods at the rear. Staff have been helpful whenever I've had a question and the layout is clear.

Nice store. Lovely foodhall with lots of choice, in store bakery. Large selection of clothes, beauty products. Cafe upstairs is very nice too

Always a great shop to go to, for Christmas and birthdays. You can always get that, extra special gift here. Quality, at a reasonable price.

Lovely, warm and welcoming staff. Great assistance with items, nothing was too much trouble. A great shopping experience. WELL DONE M&S!!

Visited the food hall, good selection of food, good meal/dinner deals. Lovely food as always. Not the biggest food halls but still decent

Do go here quite lot cos parking easy access. Also will have sandwich and coffee type lunch here. Ladies loo leaves much to be desired.

Good store, not a very large one but more suitable for younger women and men of all ages. Food store v good, parking nearby (pay).

It's a typical m&s, so don't expect a Harrods style experience. The cafe serves great food. The food hall is superb.

Had a quick look around, not very inspired though.A lot of the clothes hanging up looked as if they needed ironing.

The lady on your returns counter on 30/08/19 around 2pm was the best person I've ever met!! She deserves a bonus

Quality food. Like their vegetarian ready meals. Bought a few clothes for Diwali. Fits well and good style.

Nice little store in the centre of Sutton, friendly staff, well stocked & cafe is great

Great store. I was helped by a staff member called Sofi and she was very helpful.

Usual clean and tidy store, shelves packed with stock. Plenty of choice.

Staff are always so friendly and helpful.. even the security help lol

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