Marks & Spencer preps groundbreaking clothing delivery service

Marks & Spencer is set to become the first major UK retailer to launch same-day clothing deliveries nationwide.

The move would make M&S faster than competitors such as Asos and Next.

Chief Executive Steve Rowe told the Times it would show how bricks and mortar retailers could use their stores as an advantage in a digital first age.

He said: “People think of the store portfolio as being an albatross around our neck but I don't think it is.”

“I think we are going to have a multi-channel proposition so we can be where our customers want and they can choose how quickly they want it.”

Never the Same Again

As part of its Never the Same Again programme, M&S is redeveloping its Marble Arch store (one of its largest locations in London), with the upper floors being converted to office space.

It has also launched 46 flagship websites in new markets, expanding its online reach to over 100 countries.

The retailer’s bricks and mortar popularity has fallen sharply in recent years, while the coronavirus pandemic has seen many customers move online.

As a result, it is closing dozens of stores.

Click & Collect and returns

M&S is also rolling out a new Click & Collect option to 78 stores, alongside a mobile friendly returns process.

We're rolling out our digital Click & Collect option to 78 stores, helping customers to skip the queue. Our new mobile-friendly Returns process is also more efficient than ever, reducing the average time spent preparing returns by 60%. Find out more: https://t.co/jZRzzjkSA5 pic.twitter.com/rqNVabYple
— M&S News (@MandSnews) July 26, 2021

The new model replaces the traditional manned collection desks that typically have queues during busy periods. Customers can now process their collections or returns using self-serve digital screens.

“Customers are looking for quick and convenient solutions like the option to Click & Collect on their terms when they want - which is now the number one choice for orders on M&S.com,” says Steve Kemp, Head of Digital Retail at M&S.

“We’re building a seamless omnichannel network so that customers can shop however they choose with us.”

“And with the roll-out of new digital Click & Collect and returns we’re making it even faster, meaning it’s never been easier to shop our range of fantastic products.”