Marks and Spencer,

Oakenshaw Road, Shirley, Solihull B90 4QY

"Sears retail park Solihull 2 hours ago where the queues were ridiculous! Only one person on the bank of 6 tills and trolley shoppers ( including myself) in a queue almost the length of the store and nobody to help. The guy on the till kept his head down as people were complaining but it didn’t prompt him to ring the bell for help. The self service check out had its own queue so I joined that one only to be told off by another customer for having too much food in my trolley to be using fast check out!! I rejoined the till queue and so I asked to speak to a manager who abruptly talked over me and told me to start unloading my shopping…no apology she just said she hadn’t noticed how busy the tills were!?! I love the food you make but the staff are becoming unhelpful and snappy I’ve noticed lately, that’s if you can find anyone to help, which probably means they are stressed. Not a pleasant shop today. Not the service you expect from marks and Spencer"

"Total utter sham. Waiting excessively long for your order to come to the table, when it does drinks are like warm, and as for the food, l requested total refund. I shall not be going back, we were made to feel uncomfortable staff pointing at us as l asked to see the manager.... Cafe is not operating professionally. Wasn't even that busy."

"This lovely new store is let down by the service in the café. On two separate occasions in the last two weeks I have had to wait 20 minutes just for a cup of tea, the restaurant wasn't that busy at the time. Staff are pleasant but their service is very slow, needs review. Not sure the self service buzzer system is very efficient."

"The first time we came here the food was lovely. Amazing food, crispy melty cheesy toasties, lovely chips. We stayed for ages. We have only ever come on weekends, so understandably the place is busy. The second two times we have come we’ve had a really bad experience with customer service, and actually both times the tables next to us had similar issues. Food takes too long to come out, we saw our toasties sat on the pass for 15 mins while others who arrived later got their food before ours, people being served drinks and not getting food until half an hour later, dirty tables and floor. They are usually out of stock of a lot of things on the menu. I wanted a coke with my meal, the cafe was out of stock as was the food hall downstairs. I had to walk to boots to get a drink as I wasn’t a fan of any of the other soft drinks on offer. Both previous times we have come they have been out of chips. Staff wander around like they have no idea what they’re doing and who has ordered what. It’s a shame. We keep coming in hope we get the same experience as the first time but we’ve so far been disappointed."

"Disgusted with the cafe. Visited today 24 October to find the only way to order and pay is to use a machine and pay by card. At 73 I am quite savvy enough to do this but the machine was not equipped to allow me to use my Budget card which has a credit of £33.98 on it. An M & S colleague helped me and confirmed this. Next point was my cup of coffee was delivered without a saucer and when I asked for one the colleague informed me that M & S had decided to forego saucers with the cups as too much energy is needed to wash then. I felt as if I was sat in a back street cafe with nowhere to put my spoon and I commented that it would use more energy clean the table of coffee drips. I was going to have lunch to use up some of the credit on my card but changed my mind after it could not be used. I will NEVER use the cafe again and in fact I have cancelled my Budget Card account with you. No point in having it if I cannot treat my friends to coffee and cake when I have accumulated so much credit. No wonder M & S are losing business and having to close stores. The staff were all lovely though and you do not deserve them."