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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Visited MARKS & SPENCER KINNAIRD PARK today for the first time for a clothing fitting! They were absolutely splendid.
So accommodating and willing to help.
What delightful employees.
Judy Nguyen (17/07/2025, 13:08):
One must be on their toes when attempting to return or exchange items at Marks & Spencer’s. I usually prefer shopping online since there isn't a store nearby, but I've had to make two recent trips to the store due to either receiving faulty goods or mistakenly ordering the wrong size of clothing.
During my first visit, I waited in line at the tills only to be informed by a staff member that for future returns of online purchases, I should use the dedicated online area instead of approaching the regular till. So, today I followed that advice when returning the faulty goods, only to be told that I needed an M&S bag (not one from Sainsbury’s), and that despite buying online, I should have gone to the regular till as they couldn't process exchanges at the online area. Additionally, I was unable to exchange a belt I had purchased in-store during my last visit. The staff member I interacted with was rather impolite and seemed quite smug.
Though my initial plan was to exchange the items, I ended up requesting a refund instead. I probably should have rated this experience with just one star, but the lady at the till was very understanding.
Joan Russell (17/07/2025, 00:13):
This morning, my partner and I went out for a spot of shopping. After a couple of hours, she suddenly declared that she had been searching high and low for a specific style of trousers in a particular hue. "Have you checked Marks and Spencer?" I inquired. "No, not yet," came her reply. Off we went to M&S, and wouldn't you know it, on the very first clothes rack we spotted the exact trousers she was after in the precise color she desired. That's the magic of Marks and Spencer for you!
Arthur Smith (15/07/2025, 01:39):
The coffee at this café has significantly declined in quality. The scones are now almost half the size they used to be, and there is a lack of variety in the offerings. Additionally, the coffee is made from a machine similar to the ones Costa uses in gas stations; it's all just a matter of pressing a button and coming from the same source.
Stephanie Ford (14/07/2025, 15:38):
The Foodhall is always fully stocked, efficient, and follows Covid safety measures diligently. However, the clothing section appears a tad gloomy and dreary at the moment. The staff remains lovely as ever.
Cynthia Graham (12/07/2025, 06:57):
I've been purchasing M&S jeans for quite some time now and have always admired their quality. However, my recent experience left me a bit disappointed. I ordered two of the same pair for store pickup, and while the first pair fit perfectly as usual, the second pair was uncomfortably tight in the groin and inner leg area.
After a brief online chat with M&S, I was advised to return the jeans to the store due to a quality issue. This surprised me because I had never encountered any problems with their jeans before. When I arrived at the store, everything seemed to be going smoothly until the manager intervened. She claimed that the jeans were not returnable as they had been worn.
I tried to explain that I had to wear them to realize the discomfort caused by a design flaw, but the manager insisted they couldn't be returned. She even compared my jeans to a smaller pair on the shelf to prove her point about the waist size, completely missing the fact that the issue was with the leg fit, not the waist.
Feeling frustrated with the discussion, I requested the customer services number. The person I spoke with on the phone was helpful and provided guidance on how to generate a return code online and send the jeans back, as well as sending me a complaint form via email.
I've been a loyal M&S customer for years and hope to remain one if this matter is resolved satisfactorily. However, the attitude displayed by the manager, whom I didn't catch the name of (but she was a tall blonde woman wearing glasses), was quite surprising given the usual polite service from M&S staff. I hope she can better understand the return policy for faulty products and refrain from using irrelevant comparisons to justify her decisions in the future.
Jennifer Hamilton (11/07/2025, 01:35):
The Gyle baristas are top-notch. However, the cleaning standards leave much to be desired. There should be more focus on clearing and cleaning rather than chatting. It seems like there aren't enough staff members dedicated to cleaning. On a positive note, the ladies at the entrance provide excellent guidance on pandemic protocols.
Arthur Alexander (10/07/2025, 08:27):
Had a top-notch experience at the travel exchange service in M&S Fort Kinnaird. Although the online services were on the blink, Grant stepped up and was absolutely fantastic. Truly grateful for his kindness, positive attitude, and all-around helpfulness.
Karen Watson (10/07/2025, 05:29):
So I ventured to the supermarket at a rather inconvenient time for the missus' favorite activity: hunting for yellow stickers. To make matters worse, the chill in most of the aisles was rather unpleasant. Additionally, I couldn't help but notice that the prices of wine, beer, and soft drinks were significantly higher compared to other stores.
Cynthia Evans (05/07/2025, 10:53):
The young lass at the checkout seemed more interested in her mobile than in assisting customers. The tables were left uncleared and dirty. However, the quality of the food was superb.
Danielle Turner (03/07/2025, 10:33):
So, the Cafe has had a little makeover recently. I popped in for the first time since then, and let me tell you, they make a delicious soya latte. And don't even get me started on their iced spiced bun – absolutely lovely!
Katherine Wright (03/07/2025, 01:12):
I absolutely adore the coffee and scones at Supermarket! When it comes to lunch options, there is such a splendid variety for both my husband and me to delight in. The food is always flavorful, and the service is wonderfully prompt.
Tyler Myers (02/07/2025, 12:33):
I had a rather disappointing experience at the cafe recently. The service was subpar, with a noticeable lack of basic hygiene practices. The male servers seemed somewhat impolite, and one of them had difficulty operating the cash register. Is it really appropriate to train staff during a busy lunch rush? Additionally, another server thought it was acceptable to toss cups and saucers in my direction and handle small milk jugs with his bare fingers before filling them. Quite unappetizing, if you ask me.
Jack Long (01/07/2025, 22:29):
The self-checkout tills used to have plexiglass between them, but now they've removed it and the space is so cramped that I keep bumping elbows with people. It seems they didn't really consider how much better it was for certain areas. Now I just feel anxious whenever I go there.
Hannah Watson (29/06/2025, 13:22):
Grocery shopping made simple. I adore M&S food, fantastic bang for your buck with discounted prices on a variety of items, perfect for stocking up and saving some cash. The store was surprisingly serene during my visit.
Andrew White (28/06/2025, 13:56):
I must say, I was completely taken aback by the lack of customer service in the lingerie department. While in the fitting room, I politely asked a lady for assistance - all I needed was her opinion and another size. Her response was, "No, there are two of us and we are busy with other customers!" I was so surprised that I was speechless! I then changed out of the clothing and reported the incident to another staff member, who acknowledged that the lady's response was inappropriate. If she had explained that she was busy and asked me to wait a few minutes or offered to find someone to help me, I would have been understanding. But to outright say NO? Following that experience, I was so put off that I decided not to make a purchase. It's disappointing. It's important for individuals to learn proper manners and understand their role in the workplace! Terrible experience - I won't be returning there!
Cynthia Brown (26/06/2025, 05:52):
Quite impressed by the recent expansion and upgrades in furniture at this supermarket. However, as is often the case, there seems to be a shortage of staff behind the counter, leading to longer waiting times even for a simple cup of coffee! With two service points available, one can't help but wonder why they aren't both staffed.
Paul Ortiz (24/06/2025, 01:17):
Absolutely dreadful experience at the restaurant. I must say, a minimum of three staff members were caught having a jolly good chat in the kitchen, while the hot food was not being promptly served. I had to endure a sweltering 20 minutes waiting for a simple hot filled roll. My advice? Seek dining options elsewhere.
Logan Cruz (22/06/2025, 15:01):
At some point in one's life, we all reach milestones. Establishing oneself as a regular shopper at M&S seems to be one of them, doesn't it? Fortunately, this particular M&S is quite well-stocked, offering not just their excellent food selection but also clothing and a decent array of household items. You won't find larger furniture pieces here, though.
If you haven't yet experienced shopping at M&S, I highly recommend giving it a go, even if just for their food. They offer top-notch fresh produce and vegetables on most days, but where they truly shine are the meals they prepare themselves. Not only do they provide the essentials you're after, but they often add a unique twist to traditional dishes or offer a diverse selection.
The only drawback to this store's location is that, despite all the years Fort Kinnaird has been around and the various changes to the car park, it still tends to get quite congested—almost gridlocked at times. Try to avoid peak hours if possible.
Emma Martinez (20/06/2025, 01:07):
I recently visited this establishment for the second time in the past fortnight. During my initial visit, I was disappointed to find they had run out of decaf coffee. Today, on my second visit, I encountered a similar situation with only one staff member taking orders, handling payments, and preparing drinks. This staff member appeared frustrated with the malfunctioning machines and overlooked my specific requests when making my coffee. As a result, I experienced a lengthy wait time and subpar service. It would be advisable to steer clear of this place for now. The management ought to implement some changes, particularly in supporting their staff members better.
