M&s Cafe - Basingstoke and Deane

I like going to M&S cafe because of the family-friendly atmosphere. I used to visit with my mom, and now I often stop by with my child for a quick sandwich. I usually pay with a gift card due to work, so it was frustrating to find that after a recent renovation, I had to use one of the McDonald's machines to order. It was a confusing process, and I had to go back and forth between the machine and the actual till. I saw three older women leave because they only had cash and it was card only, and one of them even complained. The menu in July only had toasties and coffee, but it seems to have expanded recently. Overall, I think older customers might struggle with the new system. I would suggest going to Morrison's cafe instead, as it is still family-friendly.

I was disappointed to visit the café today and see the new self-service terminals installed, especially since one of them was not working. Many elderly customers frequent the café and rely on cash, so automating the ordering and payment process has made their visits more difficult. As I stood in a long line to order, I observed older patrons struggling to use the terminals and a person in a wheelchair who couldn't reach them. While a staff member is available to help, it slows down the entire queue and defeats the purpose. I believe that this decision has alienated many customers and does not align with the homely and reliable brand of M&S. Some patrons ended up leaving the queue and going to another café, such as Patisserie Valerie. Next time I visit the town center, I will choose a different café to patronize.

There was a lack of customer service and interaction, and the seating area was smaller. It seems that M&S has lost its focus on customer service. I decided to leave, as did four other potential customers in front of me. There are plenty of other coffee shops to choose from, and I suspect that with this new "innovation," M&S is aiming to close its cafes in order to make room for more retail space. I will not be returning.

Always visited M&S cafe in Basingstoke on our weekly visit to Basingstoke but will never go again. They have introduced a complex ordering system similar to McDonalds, except in McDonalds you can still order from the counter. What has happened to the service supplied by M&S. They obviously no longer care for the more older customer, sadly younger people still regard M&S as not with it. Wake up M&S before you loose all your customers.

I was very disappointed with my visit to the cafe in the M&S Basingstoke town centre branch. I am wheelchair bound and found the new ordering system difficult to use. The print was too small, the display too high and it was impossible for me to collect my order. I used to enjoy visiting the cafe but won’t be going again.