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Hit or Miss - Marks & Spencer

The high street giant’s poor shop-floor organisation put it at the wrong end of the scoreboard.

  • 22 Foregate Street

Product 5

This season is a case of women’s hit and men’s miss. A vast offer will please a female M&S shoppers with solid attempts at the season’s key trends. There are winter boots aplenty, some panelled with shearling, suede and leather. On-trend berry-shade wedge boots, snakeskins, patent and leopard-print courts all sit alongside a broad offer of comfort and basic styles. Men’s on the other hand is a much smaller offer, with desert and Chelsea boots alongside a basic version of a biker boot and leather brogue.

Value 5

Women’s offers a well-considered pricing architecture for customers to buy into, ranging from a bargain £25 for a pointed heeled boot, rising to £39.50 for a studded option and £69 for a zipped heeled boot. A simple men’s leather brogue with leather sole is fine value at £49.50 and will be a hit with the M&S shopper. Chelsea boots and desert boots come in at £49.50, while a boat shoe style pushes it at £45 considering the quality.

Experience 3

The experience is a real letdown for Marks & Spencer this season. Menswear mannequins are merchandised throughout the store with clear signs highlighting the price of each item of clothing but not the footwear. Both men’s and women’s footwear areas are untidy, with entire shelves left practically empty or totally bare. Some shelves are not tall enough for boots but they are still squeezed onto them regardless, and some aisles are cramped and too small. The women’s area is merchandised well with a table highlighting key trends, but seating areas were unusable during my visit as they were full of messy, half unpacked boxes of stock.


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