M&S Rolling Out New Digital Click & Collect in 78 Stores


M&S has recently announced the rollout of a new and improved digital Click & Collect and returns journey for customers in-store, in the 78 stores, making it easier and more efficient for customers to shop with M&S. Currently, this is being trailed at 22 stores of the company. As increasing numbers of customers are choosing to shop through Click & Collect, with usage up consistently year-on-year, the company is launching it in 78 stores this year. The rollout includes a new self-service digital click & collect and returns facility, alongside the launch of a new mobile-friendly paperless returns process.

M&S is also launching a new, mobile-friendly customer returns journey, cutting average returns time by 60%. The new mobile-friendly customer returns journey allows customers to select their preferred route much more simply for returning any items purchased on the M&S.com platform – including clothing from its 21 guest brands.

Steve Kemp, Head of Digital Retail at M&S said: “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. At M&S we’re building a seamless omnichannel network so that customers can shop however they choose with us, and with the rollout 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.”

The new digital options are part of M&S’ focus on maximizing its omnichannel advantage to drive sales across both its stores and online channels, supporting customers however they want to shop.

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