Cheltenham Store - first visit with self service tills and only one staff member to take cash or refunds. I had order x2 pairs of trousers online and although supposedly the same side one pair was shorter. Did not want to risk returning via post or courier having read reviews of problems so drove to Cheltenham. Walked on autopilot to the Customer Service Department to discover it no longer existed - and having dealt with the woman at the refund desk I realised that customer service is no longer important to M&S. She didn't want to know why trousers were being returned and infact she might have been a robot for all I know - no smiles or interaction. Not a good experience. I did then buy a few items in store and found the self service tills ok but M&S have made a massive mistake - if you are buying an item of clothing you expect it to be folded and bagged (even if it is your own bag). When at a self service till with more than one item you are scanning and then feel you have to just shove it into your bag as other people are waiting - not surprised that M&S are losing custom