Marks & Spencer Cafe Handforth Dean in Cheshire East

What an odd experience. Felt like ordering in fast food joint, not an M&S cafe. Lukewarm food that looked very different from that shown when ordering. Despite this it was very busy and the turnover was fast. Not sure how older people would manage with the ordering.system

Ghastly experience from start to finish, touchscreens - all v confusing, no human interaction, filthy tables cleared by rude lady, mocha undrinkable, cheese scones poor, interaction abrupt, no toilets, I could go on!

Just awful. I had understood that M&S was positioned as a mid-market brand. This cafe is worse than a fast food joint. First, nobody appears to be cleaning the tables. Any empty table is piled with the previous customer’s detritus. There appears to be no effort to recycle tables and clean them. Secondly, you have to queue to use an automated ordering system. I was met with shock when I asked a member of staff if I could just order a coffee without using the horrendous screens. I would have caused less shock if I’d asked for permission to stick my finger up their nose! I expect this in a low cost skanky budget fast food joint, but not at an M&S Cafe! What happened to personal interaction with staff? Overall, it is dirty. It feels cheap. The pricing is not cheap and it just feels like a nasty budget option. Not sure what has gone wrong with you M&S.

This should no longer be called a cafe. There is no service. Instead of seeing the food available, you order at a machine, which takes ages as you have to scroll through everything. When you finally reach the item you want, it isn't available and you have to scroll through again. When you have ordered, the drinks come twenty to thirty minutes before the food so that tea and coffee are cold or empty by the time you eat. The food is prepackaged and reheated. Will not come back.

Terrible experience. Two thirds of tables dirty with customers struggling to find a clean one and clearing up themselves. One person serving drinks one person serving food one person clearing tables. All going in the reverse direction empty handed and ignoring the absolute devastation of the empty tables. Solution? They put someone next to the ordering screens saying”all the tables are full at the moment so you’ll have to wait here “. No the weren’t!! The tables were full but of dirty dishes!! Must be a terrible place to work. Boring and worse than any conveyor belt. Taking all normal interaction away from a people facing role - it deserves to fail as it obviously is.

This once bright and comfortable airy cafe has now become a dark and dismal place. Automated McDonald style ordering system…not all machines working. Very impersonal, no interaction with staff, who appear to be dashing around trying to deliver orders. Asked a simple question, received a very abrupt answer. Food and drink delivered at different times. When hot drinks served, abruptly asked if we wanted sugar. A waitress collected another customer order from hot food counter, dropped the wrapped side of butter/sauce on the floor, and placed it back on the plate then took to the customer. It seems customer service = Nil Staff overwhelmed with the system So uninviting, used to enjoy lunch at Marks.. but not now.. but there are two Costas on the NEXT site. Think Marks has forgotten part of the attraction at Handforth Dean WAS the M&S cafe.

Always come here when I do my food shopping at M&S. I ordered my food then sat down waiting for my order. It took them 15 minutes for my order to deliver on my table..the longest as everytime I come it’s so quick . The place was literally empty and all of the staff were just busy in the kitchen puffing around. So very disappointing visit .. the table is dirty, nobody bothered wiping or taking all the empty cups etc.

The cafe has been refurbished. The decor is nice. You now order on a computer on arrival instead of ordering at the counter and choosing your cakes on the way round. It didnt make the service any quicker. We waited 25 minutes for 2 drinks and 2 scones.

Love this place, consistent fast service, high quality food. Happy to see it hasn’t changed following the recent closure. Hope M&S are looking to replace McD’s sites with this winning formula.

Went this morning to get a coffee and breakfast to find out that once again the cafe was under refurbishment. I'm hoping it will be an improvement on the last one! I didn't mind the quick self ordering, however the food was not as good as it was before. Luke warm. It's a shame there is no other cafe in the shopping complex.

Toast was very doughy, butter had turned to oil and coffee was lukewarm. It was all self service and expensive. All in all a miserable experience

I would like to recommend - afternoon tea - at - Marks and Spencers - Handforth Dean - it was lovely and only - £10 - per person.

When I want a sit down and a cuppa I’ve always seen M and S as a reliable venue. Not here. They’ve turned it into a sort of Macdonalds. They have big touchscreen selection boards on which you select your choices. You take a table device. Go to a table and they find you when they have made it all. Soulless anyway as a venue (windowless, cavernous and echoey) I won’t be returning. It was a joyless cuppa. It felt impersonal and cold. They’re cutting money (you get a cup with no saucer too - presumably to cut the dishwasher costs) and failing to realise that the average age in there is 60 plus. It’s not that I can’t do touchscreen ordering - but I like human interaction. M and S failing to read their customers - let alone the room.

A thoroughly awful experience. No thought given to elderly people struggling with technology and having to stand in a long queue. Will definitely not be returning.

Used to love going for tea and a snack or lunch here, but after visiting yesterday and experiencing the new McDonalds style touchscreen system, we won't be rushing back. After tapping in our order, nominally helped by a frosty looking staff member, we sat and waited, and eventually received our order - in stages. Teacakes before tea (which we had to ask a rushing waitress to chase up). Cleanliness also an issue - butter wrappers on the floor which one waitress stepped over three times. What used to work well is now an awful, downmarket service, with a lack of warmth and personal touch.

Touch screen I couldn't work without help and still as expensive. We added some sides to our order which didn't arrive and the waitress seemed very put out that we dared to mention it. Coffee was quite grim. I have better instant coffee at home. We used to enjoy the cafe but that will be the last visit. Very disappointed.

Dreadful experience. Unhygienic McDonald’s type order points. Table buzzers provided for food/drinks to be brought to table. Had to wait over 20 mins for two coffees and cake. Coffees were lukewarm. Lots of dirty cluttered tables. Such a shame the personalised quality experience of M&S cafe has disappeared. Will not be returning.

One of the pleasures of having lunch in a cafe is choosing from the sandwiches and cakes on display. This cafe now has MacDonald's style touch screens, one of which was out of order. so, we had to make do with photos. Some cakes were sold out. We clicked on those that weren't. It took several attempts as they turned to out of stock as soon as we selected them. Once we had placed our order, which took several minutes, we then had to find a table that did not have dirty pots on it. We waited while an assistant cleared a table and sprayed it with cleaning fluid, which she did not bother to wipe up. The food was reasonable, but the milk in the tea was obviously long life - yuk! M&S claims to pay more attention to detail than others - not on this evidence!

I think people should boycott the self service tills in the the M & S store and the restaurant as its a road to disaster. If people use them then pretty soon there will be no staff left and the customers will be expected to do everything themselves including in the restaurant. Its all about getting rid of staff and it completely changes a nice shopping experience.

Awful cafe. Now like Macdonalds. Automated machines to order. Half a pot of tea so had to ask for hot water to fill it. Terrible. Won’t go again.

Very disappointed M&S cafe! A huge queue to order on Macdonalds style automated system. First no semi-skimmed or full fat milk! Then no cheese! No jacket potato with chilli! No chicken hot pot soup! So took a while for us to search through the menu to see what actually was available! Coffee cold when arrived! Had to wait around 15 mins for dinner to arrive and then asked for ketchup and mayonnaise and had to ask twice! Why not bring everything on food tray altogether!! It was much quicker and smoother before the change! Just a suggestion have a menu board above the entrance of the cafe so people can have some idea of what they want to eat before ordering!

Wow what has happened to this place I used to love to come and eat in. You now have to order, like you're in some Fast Food place. The disabled Toilets in the store no longer exist. So when I came with my wheel chair bound friend, there was no access to near by toilets anymore. To say I'm shocked at what M&S have done at this store, wuld be an understatement. I used to come here quite frequently and enjoy food and a browes round the store. I will not be coming back.

Awful ! What a disappointment M &S. I wanted to choose my lunch by seeing the sandwiches and salads on offer. Not possible had to use a McDonald's style remote touch screen. The coffee was lukewarm at best by the time the waitress had found my table. Costa in Next from now on.

I was so looking forward to visiting the refurbished cafe. What a disappointment. Staff have disappeared and you are expected to tap your order into a machine. I refuse to do this. I want to see what food is on offer and choose accordingly. And I want a nice short chat with the person on the checkout. The clothes area is the same. I was directed to a self checkout area but refused, and said I want to be served by a person. Same in the food area. A young assistant hanging around asked if I was ok as I was struggling to scan food and pack my bag, and my reply was ‘you have to be ok on your own these days’! Please listen and bring back a personal service, it’s a big part of the shopping experience. I am not going to visit this store as much as I used to as it’s no longer a happy place to visit, and unhappy shoppers don’t spend as much!

McDonald’s style ordering points all very well but staff now wandering around with trays of lukewarm coffee. It should not be this difficult to serve a hot cup of coffee in a cafe! It’s almost a case of …..’You had one job’!!!

Absolutely awful. Looks lovely as you approach but then realise it’s just a glorified McDonald’s. Only wanted a coffee. Waited 10mins for it. Several people complaining. Will be giving this cafe a miss. Will now be Costas for me. At least you have a choice...

What has happened to the M&S we know. It's all automated tills and the kitchen is a nightmare, with all the frendly Cafe staff disappeared and replaced by fast food computer machines. They must be saving Thousands on staff wages, but hearing the comments in...

Awful change. massive queue with service halted as kitchen couldn't cope with orders. Waited 10 mins and decided not to bother due to delay in service. Great shame they have done away with self service cafe as no where to get a hot drink. Takeaway...

I HOPE SOMEBODY TAKES NOTICE OF THESE REVIEWS! Why oh why have we been forced to use self service machines in the cafe! Although I was helped with the on screen ordering, when it came to using my free drinks tokens even the member of...

A total joke waited over 20 mins for a refund only 3 tills in the whole shop. Customer service non existent.

Decided not to bother souless since they've gone cashless I only use cash so won't go to any business that goes woke

What have they done to the cafe here ?… it’s all now self service - no menu displayed so you can’t choose your food until you are at the touch screen ( which by they way don’t work properly and keep freezing) … there are...

I visit this store regularly while my dog is being groomed nearby. I came with my mum for a coffee and a cake and the new ordering kiosks really broke our hearts. My mum would never use these anyway and after asking the staff if...

After over 20 years of using the M. & S. Cafe at Handforth Dean, we have visited it for the last time today. Since the revamp, they seem totally unable to deliver an extra hot coffee, despite selecting "extra hot" at the order point. We...

The automated check outs are apauling we did some clothes shopping no manned tills staff was stood around my wife struggled trying to fold her clothes usually took us average five mins to be served when the staffed tills where in use and the proper...

The new ordering regime at the Handforth Dean is silly...trying to make it a streamlined cafe is going to put your faithfull older customers off...we chose to use Costa instead....

It would be a zero!! Visited Friday 1 December with a friend .. what an awful experience … queued behind 15 people to get to the ordering screens … make sure you order absolutely everything you fancy because there’s no going back in you fancy...

After over a month of refurbishment we were looking forward to the cafe reopening. What a disappointment today. 1. Choosing our food and drink from a touch screen required an assistant and in the future there will be a need for one to be a...

Get a grip M&S and listen to your customers. How to improve your cafe: 1. Remove the roof and let some light in. 2. Improve your coffee, its gone off. 3. Ditch the ridiculous touch screens. 4. Create a central island with fabulous food on...

The new cafe at Handforth Dean is very disappointing. Do M&S actually care about customers or is the bottom line now reducing staff to a minimum and offering overpriced poor quality drinks? If I want self serve I’ll go to McDonalds or Tim Hortons. At...

Easy to order on a screen, take a numbered disk and take a seat. I have arthritis in my knees and hands so it was great to not have to queue or carry a hot drink and snack to a table without the worry of...

Why on earth does Marks and Spencer believe the new cafe is either an improvement or is what customers want. Coffee was lukewarm; we normally ask for them extra hot anyway but there is no option on the digital (ughh) order screens. Manageress offered to...

I visited a few days after it newly reopened with my Father for afternoon tea and cake. I am a wheelchair user and I personally found the new experience to be a vast improvement but then I'm pretty good with new technology which you do...

Very disappointed with new cafe. Awful touch screens to order, no option for ordering from a person. Tables uncleared. No toilet especially a disabled one in cafe, long trek to nearest one. Scones burnt,had to send back. Chaotic nightmare.

Call in 3 times a week after shopping for latte and scone, not again ,tables not cleaned and latte out of new machine luke warm..new

Ok I have been shopping at M&S handforth Dean for the past 8 years . In this time I’ve really enjoyed the food that I’ve purchased . However in the past year the food has sadly gone down to a much lower standard. As we...

hot chocolate and scones were lovely. unfortunately people were clearing the tables them selves because they hadnt been cleared and cleaned since the previous customers. definitely needs to up its game with the clearing of the tables .

Why do Marks and Spencer's Scones disintegrate into loads of little pieces when you try to cut them in half to spread the Butter on them ?. A member of staff who was clearing up told me that they all do that !

Went into the smaller of the cafes today. Despite it being empty and about 5 staff on, they weren't in a rush to serve anyone. Ordered 2 teacakes - the order wasn't put through, had to go back and ask. Not been in the cafe...

Not sure what’s happening at M&S Handforth Dean cafe at the moment. 6 visits in last 3 weeks and paper plates plastic cutlery, paper cups, being used instead of teapots, crockery and cutlery. We were told that the dishwasher has broken but you would think...

We meet up about every 4 weeks and have lunch her after shopping. No nice little teapots no serviettes our tosties arrived on paper plates. The whole experience not pleasant. The M&S standards have definitely dropped. What is going on. Will think twice about going...

The queue management is poor- waiting for a long time- reason being there is just one member of staff preparing coffee at any one time, at just two tills, with 5 or 6 people(minimum) waiting and the queue backing up. . Hopeless if you want...

Four of our family went for lunch. Small choice. The food looked better than it tasted. The chips were both soggy and hard in the middle at the same time. The hot chocolate was very weak. All in all disappointing.

I used to come here regularly, but unfortunately, since they reopened after lockdown it has certainly gone downhill. The snack options greatly reduced, very slow service and the ambiance feels like being in a school canteen. On top of this, my soya cappuccino was lukewarm...

Visit m and s cafe every week. Despite repeating order twice to the lady on the till,it arrived completely wrong order and items missing.....I brought it to the attention of a young lady called Abigail and she sorted it within 10 mins.....The meals we had...

Tried my hardest not to moan but firstly the trays were filthy , milk and water spilt on the floor at the entrance , I tried 3 trays all dirty. I chose Lime and Pistachio cake slice ( which tasted of absolutely nothing except cheap...

Left John Lewis to visit here for a sandwich and a drink. The reviews of The Place to Eat are bad but at least you can make yourself a coffee and the ambience is good. My friends queued whilst I commandeered one of the few...

I visited today. Very disappointed. The area for fresh cakes was grubby. The serving utensils dirty. We bought wrapped goods. The cafe was unclean. The tables were not emptied from previous customers. The floor was scattered with food. Definitely not up to standard.

Queued about 15 mins for coffee and gave up as queue had not even moved in that time. Lady on till was messing around trying to make an iced drink and two other staff just chatting in kitchen while about 10 people just standing in...

We often call for a coffee when shopping in marks. Called on29 th may. I always have a frappe. ( definition in dictionary cold milky coffee). I asked for a shot of coffee In because unless you say there’s no coffee in. The person serving...

I went to this store today the displays in store are good and great choice . Bought some ladies wear and was served by Jess really helpful and friendly many thanks.

We sat down to enjoy our drinks in paper cups this Good Friday morning. We often come here as it is clean and spotless, however this particular morning there was a failure and this place is by no means the only café to fall down...

Went into the store and was served by a girl called Jessica . What a polite young lady really friendly and he manners where impeccable keep up the good work Jessica.

Been to this cafe many times over the years, but this most recent experience shows how it has deteriorated. First, many empty areas on the shelves, including no butter for scones. Then the till - large queues at both with what seems to be a...

Saturday afternoon at 3 o'clock Cafe has no jacket potatoes, no tuna, no scrambled eggs and that's after waiting 10 mins at the till when it did not seem busy.

Great service and coffee to die for. Varied menu and quality food. Easy to choose and nice tables to sit at. Always a plesent atmosphere

Very clean and covid sensitive jacket potato for lunch was lovely. Tables were being constantly cleared and sanitised. Thank you.

Usually a good stop off for coffee, cake or lunch when out shopping. Called in recently and whilst it is good to see places opening up and trying to get back to the new norm, I felt M&S hadn’t got this right. The food offerings...

nice to see the cafe back open again. Still a great menu and good coffee. Staff coped very well and looked after well.

Normally use the cafe for an afternoon drink but as everything was half price tried the cream tea at £1.75 for a pot of tea, large scone plus butter, jam and clotted cream. Scones were warm and crumbly thus delicious. Cakes were also good value...

Having just had a bottle of red wine with a steak pie and mash, I have to say M&S you should be ashamed. £12 paid and I would not have £8 had I known what minute portions you serve and on cold plates. Will save my money and go into Wilmslow next time I want a quick lunch as I can get far better at a low quality pub chain. Actually for that money I’d probably get a sirloin steak and all the trimmings...I guess as your share price has collapsed that quality has also collapsed in the process....!

This is a popular venue, so maybe a slight wait at the queue. ( The Manchester Store works better but larger )I chose the new Vegetable soup - really tasty- and hot - good bread roles too.Tables WERE cleared on my visit. Team work hard.( in comparison to a Dept store nearby- café wise gone downhill) - M&S is far superior

This is a nice place to have a break whilst out shopping. It has plenty of seating and a good choice of food, both snacks and sandwiches, You never have to queue for long and the tables are cleared very quickly. The prices are very reasonable and the quality of all the food is excellent with everything fresh and tasty, To be recommended.

Good service.But rather business and looked like staff from shop floor brought in to clear tables.Coffee and cake good as usual.One annoying thing is the little coffee biscuits.At one time on top of counter,now out of sight.And you have to ask and get one minute biscuit.Rather penny pinching.If Mark's can afford to extend handforth dean store then you would think they would give you an extra biscuits. Do it sound like Oliver twist?

The people running Marks and Spencer at Handforth Dean are just so dim. They have TWO cafes - one behind the check-out tills and another one tucked away on the opposite side of the store. Arranging to meet your partner "in the cafe" is a perfect recipe for marital discord. Wait for 5 minutes, call."Where are you?""I'm outside the cafe"Oh, no you're not""Oh yes I am"Repeat.Ask a staff who seem to think it's normal to have non-differentiating signage.The same sort of people who - when confronted with a fire at their bakery supplier - leave the bread section looking as if a plague of locusts have been through without putting up a sign informing their customers.The reaction's ALWAYS "Oh, THAT'S a good idea..."Dim.Oh, and the coffee's naff too..

I had visited previously and was disappointed.However decided to try again It very very poor.We queued for what seemed like an eternity as the person on the till would regularly break away to get cups,make tea/ coffee etc even though there was someone else doing it..The food itself was mediocre and vastly overpriced £4.25for a small sausage sandwich While many tables were left uncleared.Very disappointing

Visited twice after doing my shopping and thought surely it can’t be bad on two occasions It was, tables full of dirty plates, service slow and coffee was poor Come on M&S

Ordered 2 fish finger sandwiches, my daughters on crutches due to a broken ankle so thought it would be a good pit stop and to cheer her up, however this has to be the worse lunch I have encountered for a long time, fish fingers soggy, bread rubbish, coffee cold, very disappointing and to top it all I was over charged. £25 is too much to pay for awful food.

Called in for a couple of coffees after shopping. Wish we hadn't !Cafe was quite full. Unfortunately, the empty tables were not empty ! They were in need of left over food and drinks removal and a good clean. Not many staff on hand to do it though and some of those were busy talking to each other. Will definately do without on next visit to shop.

As per usual great coffee and cakesService good as usual and pleasant atmosphere.Never had poor quality food here.Only complaint is the biscuits with coffee not on display and you have to ask for them.Little things like this make a lasting impression.Think this is penny pinching

I’m surprised by the poor ratings for this M&S; cafe as have used it many times and always found it clean, good service and a varied selection of sandwiches, coffees and pastries. However, there are 2 cafes in the M&S; store and I do always go to the smaller one near the food hall

Coffee was cold asked waiter to take back he argued that it had just been made a lady on the next table said she had to send hers back.

I was very disappointed when I went for a meal pre surgery. I would of complained and sent the whole thing back but couldn’t as I needed to eat before I went to the hospital. I was surprised that the quality would be so poor from M and S.

Had s little time to kill and was peckish on a Sunday morning so called in for breakfast ! Well this wasn’t just breakfast it was appalling! Dry over cooked sausage! Couldn’t manage to cook a poached egg so dry over cooked and cold scrambled egg! Really do your self a go anywhere else!

Visited here twice now over the last few months. Large spacious modern cafe in the rear of Mark's and Spencer's, ideal for a quick snack between shopping. Some products here are overpriced.. some reasonable. A can of pop.. £2 , a main meal.. £6.50. The main down fall is the very few SLOW staff, who all seem fed up and have little motivation. Queues ridiculous. Staff should be on the tills constantly, not dropping off to make hot beverages. Mark's and Spencer's.. get this right !!!!

Marie and I went shopping to Marks and Sparks to get a friend a retirement present, half way through we went for my little treat. Well what bloke likes shopping, so I need a treat. We went in the cafe and was greeted by a smile. The self service is brilliant the choice is wide. One person who serve us treated us as though we were the only person in the establishment, so I must give Sharon a mention and say thank you.

This place must have 15 tables for two and the same amount for four. The selection of food is small, pre packaged sandwiches and toasties being the main offering, or a jacket potato and filling for just shy of £5. Fish finger sandwich (not available at the time) for £5.50. Soup £4 Settled for a scone with jam and cream £2.70. Overpriced nonsense.

Arrived at a busy time where unfortunately this place was at its dirtiest and only half the menu was available. The food was basic stuff, fair enough for a small cafe maybe, but the price was as if I'd eaten at a much finer restaurant. I'm not someone who counts the pennies at all, but even I was shocked at the five chips and dry sausage balm I paid about £6 for.

Good choice of drinks and food on offer, with most of the food also for sale in-store. Had to queue for a while, but given the Christmas shoppers this was expected and it quickly moved. Staff always pleasant and there to help

It’s a cafe in a department store, so it’s what you’d expect. Dirty tables, poor quality, over priced food, short staffed, slow service.

We were in much need of food after some exhaustive shopping so we stashed our purchases in the car and returned to the café. We didn’t think we could go wrong with a fish & chips and an all day breakfast so that’s what we ordered. First impressions were that this is an efficient set up and the staff were all very friendly. The food didn’t take too long to arrive despite there appearing to be only one young lady serving the entire restaurant of a 100 or so diners.

Have visited M&S; cafe at Handforth Dean on very many occasions and generally found it OK but poor service has been a consistent negative issue.

It is after all just a shop self service cafe. This is the one overlooking the car park, there is a restaurant further into the building. There is a range of sandwiches, some of which will be heated up for you, scones and cakes, soft drinks and tea or coffee. All of a consistently good standard as you might expect. There is some outside seating for when the weather is not inclement and the staff are usually friendly.

Today the 18/7/18 is my mother in laws 91st birthday and she really doesn't need anything apart from a nice meal and nice people. So we took her to Marks and Spencer's for an afternoon tea. The staff were fantastic and treated her so special it was brilliant. Apparently it's just a part of their service. Believe me it's well worth the money.

So a breakfast, a black coffee & (I even had to buy a newspaper!) = £11.