Food vs clothes9 Jan 2020 12:25
M&S are a disaster I am afraid, they have simply gone from bad to worse. Every year we hear the same old story about how they got the clothing wrong and a new Head of Ladieswear / Kidswear etc is coming in. How hard is it really, I have been in retail for 25 years, know your customer and give them what they want, simples. M&S customers are older, always have been, always will be, waistbands are increasing, skinny fit just won't cut it. I am not sure they even have a clear understanding of their customer profile at present, they haven't for years, it is clear in the numbers.
The only thing they do reasonably well is food, however here they are too expensive on the basic commodities, they are good at the dine ins where I imagine margins are squeezed and their fresh availability is simply shocking. There most certainly is an opportunity for M&S in food but they need to review range, prices and availability, increase the footprint in many stores and reduce non food ranges to accommodate.
Customer service is also very lacking sadly these days, to be honest it has been for a while, most stores have a generally older workforce whose productivity is questionable as is their attitude to customers. Queues don't seem to bother them at all and they seldom react appropriately to them.
Store condition has deteriorated too, as a kid I remember them to be sharp, clean and 'modern' - most stores still look like they did in the 1980s with the same fixtures & fittings, of course some stores have been updated but the bulk of the estate needs a very expensive revamp.
Overall I worry for the business, I think they always felt they were too big to fail, they are not, and it would not surprise me at all to see them continue to struggle. The brand will remain, there will be an M&S store of sorts in 5-10 years time but It will need to look a lot different to those that exist today.
I would not invest.