August 2025 by Pamela Swift
I have been in M&S Derby quite a few times over the past few weeks and must say the person that had helped me sob much is Alice. Such a lovely member of staff who is caring, patient and helpful.
Every M&S store should have an Alice. Thanks so much and definitely think this staff member deserves a promotion from standing at the door but if so will be missed each time I visit. Good customer service like this is few and far between these days. THANKS ALICE the 5 stars are yours.
August 2025 by dawn Bailey
Love this M&S normally but just lately ,as in all m&s ,if you're a size 12-16 there is barely anything in stock ...real shame as the range is beautiful
August 2025 by peter mould
Great selection of clothing and as always the superb food hall.
Made me remember how good Marks quality and style is.
August 2025 by Phil Newbold
An ever popular choice when we take our 96 year old aunt for a cuppa!
August 2025 by Sarah Lowe
Always enjoy shopping here.
August 2025 by Mark Brewer
Great shopping experience
August 2025 by Yvonne Paget
Really helpful staff.
July 2025 by FBJ Jones
Sad to see the decline of customer service/ availability of friendly staff to assist. M and S used to be so much better.
July 2025 by Mick Fletcher
Used the Currency Exchange. Got a competitive rate no queues.
July 2025 by Jackie
This store was fabulous. Two floors of shopping. Very good selection of items. Plenty of space to walk around. Staff very helpful and friendly.
June 2025 by Sintija Maderniece
No issues with stock - always something nice however I feel like there is a serious lack of customer service, since self checkouts appeared. Some staff can be nice but most are busy chatting each to other around refund stations avoiding eye contact as long as possible etc. Shortly- service is not better than in Primark or poundland, but stock of course is.
May 2025 by adam walker
Me and my wife are accustomed to the standard of service maintained by Marks & Spencer especially by London Road Derby, but the experience we had last week actually took me aback and disappointed my wife.
Me and my wife was served by a member of the staff named Lily at Thursday 2:00pm on 22th May during the time of shopping in the upper womens floor, and her demeanor was absolutely unacceptable. She was unfriendly, chilly, and dismissive as soon as me and my wife walked up to her. She did not greet either one of us, she did not make eye contact, and she did not even attempt to be pleasant and accommodating. When I asked a straightforward question regarding a product, she answered in a visibly irritated manner, as if we was a bother. We felt we were being tolerated rather than served.
I don't expect overexcitement, but I do expect the basics of decency and professionalism. I thought Lily was sloppy and almost rude, however, which is not acceptable in customer service. I and my wife actually felt upset as I was leaving home.
This is not up to the standards we expect from M&S, and we would hope that a manager would contact Lily personally to resolve this. This is the sort of incident that just loses long-standing customers.
Me and my wife would personally advise that M&S retrain or reassign the employee if one of their staff members is so disrespectful to customers.
May 2025 by a b
Tried to pay at the self service. It said calling assistant. No one came. The person on returns next to the self service continued to take customer after customer leaving me standing there. Terrible
March 2025 by ruth hogg
Nice goods
March 2025 by Hailey Williamson
Just wanted to say a huge thanks to Colin who was staffing the euro exchange and lisa the manager. My partner and I were unfortunate enough to be impacted by the Heathrow power outage, we were due to travel to Las Vegas for a conference and it all got cancelled. We had each purchased dollars from m&s, myself a week earlier before the change over to ignite. We went to try and get a refund. The dollars purchased by my partner under the new company ignite were refundable with no issues. However mine purchased through m&s were not refundable, without a loss on the buy back. Colin went above and beyond to try and resolve the issue. When ignite would not capitulate, Colin and lisa ensured that I, as a customer did not go without. It's so rare in the world to get impeccable customer service. But time and time again M&S sets themselves apart from the rest and delivers quality product and service. Thanks for making an awful day a bit better.
