Service remains awful... I don't know why M&S can't/won't solve the issues here. The tracker system is dreadful - it ends up with poor waiting staff wandering round the entire room shouting out a number to try and find the person who's order they have. The drinks system is broken - don't come here and expect to receive your drinks in under 45 min.. third time in a row that it has been longer than this, I don't know why we keep making this mistake, this is the last time! Today we saw two other customers within 5 minutes asking for refunds as it had been so long. The ordering system, as mentioned elsewhere is rubbish - you try and add things to your basket and only then find out that they are out of stock. They really need to calculate their capacity, train more staff and don't oversell table capacity if they can't serve it - how hard is it to track how many drinks they can make per hour and then either stop adding to the queue or give a warning of a long wait. Add to that many staff aimless wandering around, it's just a dreadful set up for service in a cafe... Some suggestions - - food counter for the trackers, buzzer signals for customers to collect, not staff to play hunt the tracker - or Bluetooth locator of some form on the tracker / dock on tables to locate the tracker!!!!! - stock tracker automated to the ordering page when people browse, so you don't see out of stock items (duh) - have a dedicated drinks team, track their throughput, optimise it. Take examples from every other coffee shop that exists... This could be a good cafe, but I saw a stat on their screen today - over 400 orders taken, over 300 delivered 'late' by their own metrics... The problem is obvious.

Seriously this place needs a bit of shaking up? Been awaiting for 30 mins for our cup of tea and some pieces of of cakes. The cafe is not even busy!!!!! Service is slow, asked them patiently and they said it’s on its way. No idea why everyone is running around but nothing get delivered. So disappointed how big a M&S is but letting down by the cafe!!! I will email to the customer service as well, definitely need to be addressed and improved!!

Had to give one star review as there isn’t an option for zero stars. Staff are rude and lazy, counted about 4 staff members standing around on their phones while 5+ tables were waiting to be cleared and cleaned while there is a queue of people waiting to be seated. We had to clean and disinfected our table ourselves as staff were too lazy to do it. Food was cold, plates, cups and cutlery was dirty which was all sent back and we received dirty cutlery again. This isn’t the first time we have visited this cafe and last time was the same but thought we’d give them the benefit of the doubt and try again however as bad as last time. Very disappointing considering the price of the food. M&S has let themselves down.

Goodness me! What is going on? I can honestly say I LOATHE the self service touch screens M+S Cafe's now use. They are awful and totally remove the personal touch. They are so annoying as frequently you will look at the menu, decide what you want, add it to your basket, only to then get a message advising it's out of stock. So then you go through the whole process again. Numerous times multiple items we have selected have been out of stock. Why oh why can't you just mark them as out of stock on the menu itself? I'm guessing you don't want people to actually see how few items seem to be available. The quality of food and presentation is incredibly poor. There is minimal staff interaction with this system and when you do encounter a staff member they seem 'frazzled', with a 'don't care' attitude. Cutlery and crockery are frequently marked and not the cleanest. It feels very much like the M+S's take on fast food and, let me be clear, it DOES NOT WORK! The quality that is integral to the M+S brand is sadly lacking in all areas of their cafe offering. Do yourself a favour and go elsewhere. I know I won't be back unless it changes.

Yesterday I visited the M&S cafe in Stevenage First impressions of it where clean and spacious. Miss the idea of queuing for all of 3 seconds when you can easily use the order screens at the front of the cafe or by ordering at your seat, I chose the screen this time. My salad arrived quite quickly and my drink was just moments later. My salad looked very nice and fresh. Flavours worked well together. All the waiting staff was doing a great job especially Jane who checked on me and my friend between serving her other customers. I would definitely recommend this M&S cafe.

Food was really good, served hot and looked exactly like the picture when ordering, apart from a couple of extra pieces of rocket salad. Plenty of polite staff, tables were cleaned and tidied quickly ready for the next customer. Ordering system was easy to use with lots of options for extras or alternatives - milk options etc. Only down side was several items were not available, even though the m&s grocery is down stairs. Not a good selection of breakfast options for allergies or gluten free. Great place for cake and coffee.

It was nice before but now the quality of this cage depreciate. We were here today for tea time. It took more than 15 mins for food. Somehow we were told the cake has been sold out for our selection. A waiter came with an alternative cake, we were asked if we were okay to accept. Come on! It was odd. What the service of this M&S cafe. Disgraceful! Most of the tables were not cleaned up. Customers helped themselves to clean. Never come back.

Ordered Eggs Royale which was cold, as was the toast ordered. Raised the issue with, who I assumed was the supervisor/manager as she was telling staff what to do, who made no attempt to apologise, just removed the plate from my hand, took to the kitchen and gave no indication of what was happening. After waiting for 15mins we left. Staff rude, have no idea of customer service. Training seriously required. Also, should they speak to you they give no eye contact. Would also point out we do have options on how to pay for our goods, sadly you seem to think it is ok to remove the cash option in the cafe.