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  1. #1
    Senior Member Rank = Grand Champion Doghouse Riley's Avatar
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    Holly Willoughbooby This is a hoot!

    There was a headline in the Daily Mail the other day about "Holly Willoughbooby" becoming the face of M&S.
    It had no more affect on me other than for me to think "Oh gawd, really?"

    Opening my e-mails the following day, as I've been an online customer of M&S occasionally, (I've used them when we wanted to send flowers to relatives),

    I received this e-mail from M&S

    We’re thrilled to announce TV star and fashion favourite Holly
    Willoughby as our new brand ambassador. Shop her Must-Haves
    (AKA your new wardrobe) online and in selected stores
    from 27 September


    My response was this.



    Thank you for e-mailing me to advise me that you've engaged that vacuous blonde bimbo
    Holly Willoughby to represent your once great company. Times must be desperate.

    My wife and I laughed at how detached from reality and your customer base your PR people have become,
    It really moved me.

    I've just clicked on "unsubscribe,"




    To which I received this response


    Thank you for your email.

    I'm sorry that you're unhappy with our latest campaign.

    Holly is a great fit for M&S, she is already a fan of the brand and her style continues to inspire both our customers and her viewers. Her personality appeals to our customers as well as her approach to fashion, as she is a busy working woman and mother before anything else.

    She has the unique ability to cause genuine excitement with her fashion choices, we wanted to bring this excitement directly to our customers through Holly’s Must Haves edits.

    Kind regards

    Hannah Simpson

    To which I replied.

    Hannah,

    You’re dreaming.

    Fan of the brand?

    So would anyone be if you paid them enough.

    She has no unique ability, she’s just another attractive auto-cue reader, they’re ten-a-penny on TV.

    How about engaging Philip Schofield as well?

    Then you’d have your own Barbie and Ken.

    The only thing that will excite your customers would be improvements to the ranges. You’ve been told that for years and still can’t get it right. Your customers don’t care what she wears.

    However, full marks to you for trying to sell the “party line,” even if it was through gritted teeth.

    But the whole thing is sounding desperate.

    “Have a nice day.”



    I got a seperate e-msil with more information a questionaire and a photo of Hannah

    We would love to hear your feedback about your recent experience with M&S and would really appreciate it if you could take a minute or two to answer a couple of questions.

    Hannah responded to your recent email – here is a bit about her …



    I'm a really big fan of our butter chicken curry, I actually buy 2 each week!


    Did we successfully resolve your query today? Please tell us about your experience and why you gave those scores
    .


    (they were very low)





    I replied;

    I asked you to "unsubscribe" me, (and you haven't yet) as I thought engaging "Holly Willoughbooby " to promote your brand was a joke.
    It smacked of desperation.
    Your customer base won't care what she wears.

    Your merchandise ranges need tidying up, as does Hannah's hair. (I'm sure she's a nice girl but is this the best photo you could find?)

    Why did you think I would want to see a photo of her, or care what food she likes?

    You're in your own little world detached from reality.

    Let's call it a day and please make sure I'm "unsubscribed."


    "The information's out there,
    You only have to let it in." (Jesse Stone)

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  3. #2
    Senior Member Rank = Mature Champion Ant62's Avatar
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    Nothing like straight to the point.....

    M&S have missed the boat with regards to clothing it is like no matter who they employ they are stuck within a time warp...

    The market that M&S is aiming for find their merchandise over priced...

    If it was not for the food section M&S would have done a woolworths before woolworths did..

  4. #3
    Senior Member Rank = Grand Champion Doghouse Riley's Avatar
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    That can yet happen.

    I was talking recently to the manager of the M&S food store at White City in Manchester. He told me that the new Aldi next door which is larger than the M&S has devastated his trade. It'll be the same in other areas.
    He said late night trading is just people looking for the reduced lines.

    I could never understand the way they'd run out of many lines which had several days shelf life by 4.00pm and yet stay open untl 8 or 9pm.


    Many of the younger generations of women and I mean thirties and even forties now, look more for throw-away clothes like they can find in Primark. They won't pay high prices for M&S clothes.



    They can't keep changing buyers and retain the public's confidence.

    https://www.thetimes.co.uk/article/m...nd-xv0dtjpsx2m

    https://www.telegraph.co.uk/business/2017/10/25/ms-clothing-boss-leaves-weeks-starting-new-role/


    "The information's out there,
    You only have to let it in." (Jesse Stone)

  5. #4
    Senior Member Rank = Grand Champion Doghouse Riley's Avatar
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    To add insult to injury. I've just had to delete a cookie from my computer (amongst others) "Surveyrantandrave," that will have been M&S.

    As a matter of course I delete all cookies other than those which are password savers, every night, or you can end up with thousands and get sent all sorts of rubbish.
    "The information's out there,
    You only have to let it in." (Jesse Stone)

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  7. #5
    DR..I reckon we”re related. did you ever meet my Mum around 1962?

    Gave me a good chuckle that did Holly Willoughbooby This is a hoot!Holly Willoughbooby This is a hoot!


    Sent from my iPhone using Tapatalk

  8. #6
    Moderator Rank = Supreme Champion Feline's Avatar
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    Personally I buy all my underwear and night wear in M&S, and like the different leg lengths they stock (I am quite tall with long legs so ‘normal’ sized clothes just dont fit me). They are one of only a few shops I can buy trousers in.

    I dont care who they use for their adverts since I dont watch any adverts. So long as they stock my preferred style of knickers then I am a happy customer

    I am guessing that I am probably the exact demographic of customer they are aiming a lot of their stuff at. Late 40’s, doesnt buy all that many clothes but want it to last when I do and prepared to pay for quality. Also buy baby clothes in there for my grandson. At christmas I will generally replenish my entire families underwear drawer and get everyone a nice pair of PJs from there.

    A trip to Primark would make me feel nauseous- all that cheap and nasty tat that wont look the same after its washed. Each to their own I say.

  9. #7
    Senior Member Rank = Grand Champion Doghouse Riley's Avatar
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    Quote Originally Posted by Feline View Post
    Personally I buy all my underwear and night wear in M&S, and like the different leg lengths they stock (I am quite tall with long legs so ‘normal’ sized clothes just dont fit me). They are one of only a few shops I can buy trousers in.

    I dont care who they use for their adverts since I dont watch any adverts. So long as they stock my preferred style of knickers then I am a happy customer


    I am guessing that I am probably the exact demographic of customer they are aiming a lot of their stuff at. Late 40’s, doesnt buy all that many clothes but want it to last when I do and prepared to pay for quality. Also buy baby clothes in there for my grandson. At christmas I will generally replenish my entire families underwear drawer and get everyone a nice pair of PJs from there.

    A trip to Primark would make me feel nauseous- all that cheap and nasty tat that wont look the same after its washed. Each to their own I say.
    The question is really, would you wear what Holly Willoughbooby wears or what M&S get her to wear?
    They're trying to attract a younger age group, but these younger women don't have the same values as older women. They aren't looking for stuff to last and wash well ('cept underwear).

    M&S have always had a reputation for good quality underwear. Although I'm with Jeremy Paxman, I wouldn't buy their mens' underwear now as the quality became to be in inverse proportion to the price. I buy from John Lewis.

    You're missing the point about Primark, the women who buy stuff from Primark, know it's cheap and cheerful, wear it a few times and then throw it away. They aren't looking for something sturdily made which will last for ages, being worn again and again.

    Women who shop in Primark probably wouldn't shop in M&S.

    Primark globally has three times the sales M&S has Worldwide. They registered a 19% increase last year. So I guess they've got their finger on the retail pulse. You'd have a hard job to find one in M&S these days.
    "The information's out there,
    You only have to let it in." (Jesse Stone)

  10. #8
    Nothing wrong with the little kids clothes in Primark, get a fair few bits for the little man in there. At the rate he’s growing he’s only in them for five minutes so anything more expensive is a waste of money. Haven’t had anything yet that’s fallen apart or faded in the wash. Its all on a par with most high street/supermarket kids clothes.
    Oddly enough, Sainsbury’s do some nice kids stuff too.


    Sent from my iPhone using Tapatalk

  11. #9
    Senior Member Rank = Grand Champion Doghouse Riley's Avatar
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    You only have to think about the major chainstores which have gone, Woolworths, BHS, Littlewoods, C&A, sadly M&S might eventually go the same way.
    For M&S be relying on Holly Willoughbooby to help revive the progressive downturn in their fortunes where womens' wear is concerned seems a bit optimistic.
    "The information's out there,
    You only have to let it in." (Jesse Stone)

  12. #10
    Senior Member Rank = Mature Champion Ant62's Avatar
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    Never been one for primani......

    I buy my clothes from the local jumble sale......

  13. #11
    Moderator Rank = Supreme Champion Feline's Avatar
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    Quote Originally Posted by Doghouse Riley View Post
    You only have to think about the major chainstores which have gone, Woolworths, BHS, Littlewoods, C&A, sadly M&S might eventually go the same way.
    For M&S be relying on Holly Willoughbooby to help revive the progressive downturn in their fortunes where womens' wear is concerned seems a bit optimistic.
    Yeah, but I do think you are missing the point here too. From what you have posted, I don't think you are M&S's primary market. As someone who probably is, I can see that you don't get it. And that doesn't matter
    So long as the likes of me spend £500 every time they go there, things are kinda OK. I have no plans to stop doing that.
    M&S have very little competition in the market they are actually targeting. I would not buy my socks/knickers/tights/bras/PJs anywhere else.

  14. #12
    Moderator Rank = Supreme Champion Feline's Avatar
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    By the way, I didn't like your objectifying comments about Hannah's hair in your reply. I have emailed M&S to assure her that how she does her hair is no one's business other than her own, and have placed a large order that she can attribute to my solidarity

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  16. #13
    Senior Member Rank = Grand Champion Doghouse Riley's Avatar
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    Quote Originally Posted by Feline View Post
    By the way, I didn't like your objectifying comments about Hannah's hair in your reply. I have emailed M&S to assure her that how she does her hair is no one's business other than her own, and have placed a large order that she can attribute to my solidarity
    Love it!

    Having been in retail all my life as a store manager, firstly chain stores, then departmental stores, then big superstores, I'd suggest that no self respecting M&S staff manageress, (in the days of when they still had them) would have allowed a member of the female staff anywhere near customers with hair in that state. It was and still is in their minds, all about presentation. If you actually looked around and M&S next time you go in taking in the presentation of the store and of their well turned out staff, you'd realise this. There will be a full length mirror near the staff cloakroom in every store for staff to check their appearance before they go down to the sales floor. Perhaps Hannah should put a small one in her handbag, if she's gonna pose for more photos.

    It's not "her business," how she looks, she's representing the company and her hair was a mess. But hey! she's "marketing," they're trying to appear more "street," so it doesn't matter when it's just in an e-mail (or several) .
    But actually it does.

    I think you've entirely missed the point, which is, never mind you or I, that M&S now don't know who they should target. hence the employment of "Willoughbooby." They've tried shops within shops like PerUna and Autograph, which just meant similar merchandise was in different parts of the store, adding to the confusion. Most customers want to get in, find what they want and get out. It's always been that way, even more so today, given the increasing participation of on-line retailers and how much easier it is now to buy anything at the click of a button.

    It's whether the customer likes it, not what label's on it. But still their sales like on like continue to dip on non-foods and the likes of Aldi and Lidl are making inroads into their food market.

    So you spend £500 every time you go into M&S?

    It's obvious from their sales figures you aren't going in frequently enough!
    "The information's out there,
    You only have to let it in." (Jesse Stone)

  17. #14
    Senior Member Rank = Nanasai Handy Kenny's Avatar
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    Right, that's it I have come to a momentous decision. From now on I will be buying all my ladies underwear at Primark and give M&S a miss for that. Might stick with M&S for my ladies housecoat and slippers though!

    Kenny

  18. #15
    Senior Member Rank = Grand Champion Doghouse Riley's Avatar
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    Quote Originally Posted by Handy Kenny View Post
    Right, that's it I have come to a momentous decision. From now on I will be buying all my ladies underwear at Primark and give M&S a miss for that. Might stick with M&S for my ladies housecoat and slippers though!

    Kenny
    Excellent idea Kenny!

    Marks are still stuck in the "pearls and twin-set" era, when thousands of women "of a certain age" were happy to buy the same clothes. This suited M&S and some of their competitors, as they could set down long production runs with their suppliers.
    Times have changed and "women have got younger" those of a similar age to women thirty or forty years ago, wouldn't now be seen dead in the type of clothes on which M&S built their business. Attempting to create uniformity in ranges of clothing across a large number of stores, means getting the choices right more than six months in advance. But the market is far more volatile and most women don't want to wear the same stuff as others. With shorter production runs due to poor sales puts up the costs, so eats into profit margins.
    "The information's out there,
    You only have to let it in." (Jesse Stone)

  19. #16
    Senior Member Rank = Mature Champion Ant62's Avatar
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    Holly aint half started something....

  20. #17
    Senior Member Rank = Grand Champion Doghouse Riley's Avatar
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    Quote Originally Posted by Ant62 View Post
    Holly aint half started something....
    Eh?

    Is it a new game or reality show?
    "The information's out there,
    You only have to let it in." (Jesse Stone)

  21. #18
    Senior Member Rank = Mature Champion Ant62's Avatar
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    This topic and the slating of M&S

  22. #19
    Moderator Rank = Supreme Champion Feline's Avatar
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    I got a very quick reply

    Good Morning Lara,
    I would like to thank you for taking the time to send in an email about something that is being said about Holly Willoughby as a brand ambassador. I have passed this onto our Retail Customer Services team who will now investigate this.
    How refreshing it is to receive a kind email, it's so lovely to hear you're staying as a loyal customer with M&S, thank you so much.
    I do hope you have a lovely day

    Kind regards

    Linda Swede
    M&S Customer Service
    ---
    Registered office: Waterside House, 35 North Wharf Road, London, W2 1NW
    Registered Number: 214436 (England and Wales)




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  24. #20
    Senior Member Rank = Grand Champion Doghouse Riley's Avatar
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    Quote Originally Posted by Feline View Post
    I got a very quick reply

    Good Morning Lara,
    I would like to thank you for taking the time to send in an email about something that is being said about Holly Willoughby as a brand ambassador. I have passed this onto our Retail Customer Services team who will now investigate this.
    How refreshing it is to receive a kind email, it's so lovely to hear you're staying as a loyal customer with M&S, thank you so much.
    I do hope you have a lovely day

    Kind regards

    Linda Swede
    M&S Customer Service
    ---
    Registered office: Waterside House, 35 North Wharf Road, London, W2 1NW
    Registered Number: 214436 (England and Wales)


    That was very generous of you Feline, you're to be commended, after all M&S need all the help they can get.

    I'm sure they believe Holly Willoughby's ample "top line" which has been prominently displayed in many TV programmes (apparently) and has been commented upon frequently in the press, will do wonders for their bottom line, but I wouldn't hold my breath.

    I'm amused that their "Retail Services Team," will be investigating. They should start with Sarah's hairdresser.


    So can we expect a visit from the M&S heavy mob?

    I can't take all this too seriously, nor did I expect anyone else.
    But I stand by what I said,.
    "The information's out there,
    You only have to let it in." (Jesse Stone)

 

 
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