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Why M&S's website isn't delivering on sales | Nils Pratley

Massive investment hasn’t brought Marks & Spencer’s online operation up to speed with rivals – or with what customers expect

Nobody expected Christmas trading miracles from Marks & Spencer, but surely chief executive Steve Rowe would be able to unveil some juicy figures for the online operation.

Didn’t M&S, under predecessor Marc Bolland, go through agonies to build its expensive distribution centre at Castle Donington – the one with nine miles of hanging garments? Wasn’t the website revamped to relegate the magazine-style fluff and make it sell more stuff? Aren’t clothing retailers constantly telling us that the “channel shift” to online continues to accelerate?

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