Marks & Spencer: A Supermarket Experience in Edinburgh
Marks & Spencer (M&S) in Edinburgh promises a blend of great produce, quality food options, and a shopping experience designed for everyone. However, recent customer feedback highlights both its strengths and areas needing improvement.
In-Store Shopping and Accessibility
Shopping at M&S can be a bit of a mixed bag. On one hand, the store presents a wheelchair-accessible entrance and wheelchair-accessible car park, making it a choice destination for those with mobility concerns. Customers appreciate the wide aisles that facilitate easy navigation. However, some find the crowd can make shopping overwhelming, especially during peak hours.
Offerings and Highlights
The supermarket is known for its food offerings, particularly the bakery section that has garnered rave reviews. Shoppers often highlight the quality of bakery goods and well-displayed fresh produce. Yet, there have been complaints regarding the lack of stock and quality in various departments, which detracts from the overall experience of what is advertised as a premium store.
Cafe Experience
The M&S cafe offers a cozy spot to enjoy a meal or a quick refreshment. Despite the quick visit potential, many patrons have reported delays in service and issues with cleanliness. Reviews indicate that staff shortages in the cafe lead to dirty tables and slow service, resulting in a less-than-desirable dining experience.
Payment Options and Convenience
M&S offers a range of payments including cash only at some locations and the option for NFC mobile payments. While cash-only policies have frustrated some shoppers, many appreciate having multiple payment methods that cater to different client preferences.
Delivery and In-Store Pick-Up
For those who prefer shopping from home, M&S provides delivery options and in-store pick-up, allowing customers to conveniently collect their online orders. However, experiences with orders have been inconsistent, leading to confusion among shoppers when items are not available as expected.
Customer Service Insights
While many employees exhibit LGBTQ+ friendly attitudes and provide commendable service, others have fallen short, leading to notable dissatisfaction among customers. Some feedback suggests a need for better training and availability of staff, particularly during busy times. It's clear that providing adequate support could transform a mediocre shopping experience into an exemplary one.
Packing It Up: Parking and Location
Accessibility also extends to parking. M&S at Fort Kinnaird offers a free parking lot, although it can get crowded. Many shoppers recommend visiting during off-peak hours to find a space more easily.
Marks and Spencer Edinburgh stands out for its top-quality food selections and community-friendly policies but requires significant improvements in customer service and stock management for an enhanced shopping experience.
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Thank you so much for your kind words! Karen was incredibly helpful in guiding me through selecting the right maternity clothes as I prepare to become a first-time mom. She listened to my concerns and offered valuable advice on sizing, as I was completely lost after outgrowing my current wardrobe. Thanks to her patient assistance, I received my delivery and couldn't be happier with the choices. Karen's customer service was beyond exceptional – if I could give her more than five stars, I definitely would. Thank you again, Karen!
Ruth Jones (11/09/2025, 22:57):
I must admit I made a blunder with my order and selected 'pick up' at Edinburgh instead of Fort Kinnarid. I only realized this when I arrived to collect my items. Michelle was incredibly helpful. She not only clarified that my order could be canceled within 7 days, but she also went the extra mile by contacting the Edinburgh branch (at 7 pm in the evening!), requested them to cancel it, and they obliged. What's more, my erroneous order was completely canceled within an hour.
Michelle really didn't have to put in so much effort to assist me since it was my mistake. She was exceptional - thank you once again - and a shoutout to her wonderful colleague Lesley in Edinburgh as well!
Gabriel Sullivan (10/09/2025, 12:05):
Well, let me tell you about this supermarket in 2019. The quality is top-notch and the prices are simply unbeatable, making it a real temptation for essential shopping. The service is always tip-top as well. Now, it ain't the biggest M&S in Edinburgh, but they do try to stock a bit of everything - from cards to wrapping paper to candles. However, this does come at the expense of their clothing lines, which could be improved.
You'll find a Bureau de Change, Food Hall, and a fancy revamped cafe all under one roof. Parking nearby is always a bit of a hassle, but with a bit of patience, you'll find a spot. Now, they've made some changes to the till area recently, and trust me, it's going to be chaotic come Christmas if they don't sort it out. Even on a relatively quiet day, the queue was blocking the main aisle, and the customers were not pleased - one even called it absurd.
Allison Gonzales (03/09/2025, 23:54):
I typically adore M&S, but I must say, today was a bit of a blunder. They had the wrong price tags on two of my sale items, resulting in my bill being £31 higher than expected. Quite the hiccup! Nonetheless, I did manage to snag some fantastic finds during my shop.
Dorothy Gonzales (03/09/2025, 15:33):
I must say, the chicken burger I had was quite dreadful, the chicken seemed to be burnt to a crisp, and to top it off, the chips came a whole 10 minutes after the burger. Needless to say, I won't be returning anytime soon.
Elizabeth Turner (01/09/2025, 23:31):
Popped in to purchase some blooms. Fantastic array, even spotted a few outdoor greens. The freshness and longevity of M&S flowers never fail to impress. These are no ordinary flowers, they're M&S flowers.
Jesse Morris (01/09/2025, 07:04):
I highly recommend steering clear of this money exchange point! I used to be a loyal customer for quite some time, exchanging my hard-earned pounds for euros to save up for holiday travels. However, when I needed to switch my savings from euros back to pounds due to unexpected family circumstances, I was met with disgraceful service. It seems that anyone in Scotland carrying over £1000 worth of euros is viewed with suspicion at this particular Marks and Spencer exchange point. They treated me like a criminal, questioning where I got my money, insinuating that non-Scottish individuals shouldn't have such funds on hand. The staff interrogated me for 20 minutes, asking invasive questions like where I work and how I acquired the euros, despite them having exchanged my pounds for euros just a month prior. This whole ordeal caused a queue to form, as they couldn't fathom the concept of saving money over time. Their unprofessionalism and lack of respect for a regular customer like myself left me and my family extremely disappointed. I will be sure to warn everyone I know to avoid this exchange point, and I will not be returning. People who exhibit jealousy towards others' finances should not be entrusted with handling them. AVOID at all costs!
Sharon Taylor (01/09/2025, 07:01):
Hello everyone, just wanted to share my thoughts on Markys' food quality. I must say, it never fails to impress me. Unlike some other supermarkets where the produce seems to be on its way out as soon as it's delivered, with Markys, the freshness is always top-notch. You can really taste the difference. Trust me, once you try it, you won't be going back to those other stores. Keep it up, Markys!
Elizabeth Hayes (28/08/2025, 09:09):
I popped into the café earlier and was quite taken with Aliandro - hope I got his name right. My sister is visually impaired and I'm recuperating from an operation, and he went out of his way to assist us without making us feel like a bother. I frequent Marks & Spencer quite often and generally find your staff to be wonderful, but he truly stood out xx
Jessica Nguyen (27/08/2025, 15:00):
They intentionally deactivate most of the self-checkout machines. The intention is to limit the number of machines in operation in order to avoid needing additional staff for supervision. As a result, half of the machines are always turned off, causing unnecessarily long lines.
The main purpose of self-checkout is to cut labor costs by reducing the need for employees. Now, customers not only have to bag their own groceries, but also wait in long queues to do so.
One can only hope that the management at Marks feels incredibly proud of their latest efficiency efforts, even if it comes at the expense of both customers and employees. Saving £11 an hour by eliminating job opportunities for humans is surely a worthy trade-off. Bravo! 👍👍👍
Christine Cooper (26/08/2025, 03:53):
So, we were told by the staff that they would take our order, but then she went and picked the order for folks who were behind us in the queue. We then requested some milk for our tea and coffee, but alas, no milk was forthcoming. Additionally, the staff did not seem to be adhering to social distancing guidelines.
Sophia Robinson (26/08/2025, 02:21):
I recently purchased some bread at this establishment, and it was quite delectable. I am definitely planning on returning to stock up on more of their delicious bread and perhaps some other tasty food items that they offer.
Brittany Fisher (25/08/2025, 05:40):
The non-dairy milk was clearly past its expiry date, innit? Next time, please could you remind the staff to ensure there's a label showing when the milk was opened and that it's used within 3 days, mate. It would be brilliant if the staff could check the dates every day as well.
We're proper chuffed about having non-dairy options available, so keep up the good work on that front. Didn't say anything at the time 'cause it was dead busy, you know what I mean? Cheers!
Ryan Walker (24/08/2025, 23:37):
Oh my goodness, I am absolutely gobsmacked by the poor management of this café. A staggering 90% of the knives and forks were filthy, the tables were left uncleared and uncleaned, and the chips were as hard as rocks. The service was nonexistent, and other patrons around us were expressing the same dissatisfaction. We certainly deserve better treatment when we are parting with our hard-earned money. This is completely unacceptable; the customers deserve a much higher standard. Please rectify this immediately.
Paul Bennett (23/08/2025, 12:36):
I must leave this review as I am rather disgruntled with the lack of a contact telephone number for the store to address my issue. It has been quite a hassle for me to make the trip to the store in search of a specific shirt that was not available, only to have one of the store attendants mistakenly place the wrong order. Consequently, I had to return to the store on my day off in order to rectify her error. If you are unable to provide quality service, it may be advisable to reconsider offering it altogether. Furthermore, I suggest providing better training for your employees so that they are more competent in their roles. It was particularly frustrating to witness the attendant having the exact shirt label in front of her and still managing to make such a mistake. My experience at M&S Fort Kinnaird has left me greatly disappointed.
Mark Hall (21/08/2025, 21:33):
Great scone and americano for just 6 pounds. Always a reliable choice, never lets me down.
Jesse Lewis (20/08/2025, 16:13):
Absolutely brilliant! The staff were simply delightful and ever so helpful, the mince pies were top-notch, and the scones and cakes looked absolutely scrumptious. The place was pristine and inviting, I will definitely be returning.
Harold Johnson (19/08/2025, 02:48):
Safe, cozy, delightful baked potatoes - the perfect spot to catch up with old chums. The service is speedy and the staff are always cheerful. Many thanks, Marks and Spencer.
Warm regards, Marion.
Ella Myers (18/08/2025, 17:49):
The market is incredibly tidy and the food is wonderfully presented. As someone with a disability, I appreciate the spacious aisles in the store that make it easy for me to navigate. The staff members I encountered were extremely kind and offered assistance in reaching items on higher shelves. They engaged in friendly conversation, which gave me the sense that they truly care about their customers. The checkout area was well-staffed, and I was quickly processed. I have a soft spot for M&S ❤️
Olivia Reyes (18/08/2025, 17:28):
Upon entering the bustling cafe just before 1pm, we were greeted by a long queue. Fortunately, there were two efficient till points operating, which helped to reduce the line swiftly. The lady at the till exuded a friendly and helpful demeanor.
After securing a seat at a table that required clearing, I noticed that the tables adjacent to ours also needed attention. I consolidated the dishes onto a tray on a nearby table meant for four people. Despite the influx of customers looking for clean tables, none of the surrounding tables were attended to or wiped down during the entire 30 minutes of our stay.
The generously-sized Americanos with hot milk, along with the toasted sandwich featuring an enticing combination of turkey, bacon, and brie, and the delectable iced bun, all proved to be fresh and delicious. The pricing of the food and drinks was reasonable, offering good value for money.
It appears that M&S could benefit from enhancing their staff training and/or increasing the number of personnel. Observing staff members deliver food to tables only to retreat to the kitchen without addressing the need for table clearing leaves room for improvement.