fri 19/04/2024

Mary Portas: Secret Shopper, Channel 4 | reviews, news & interviews

Mary Portas: Secret Shopper, Channel 4

Mary Portas: Secret Shopper, Channel 4

The Queen of Retail still reigns

She’s back: the retail guru and style icon, with her sharp red bob, sharper tongue and enviable sense of style. In two series of Mary, Queen of Shops on BBC Two, she whipped ailing businesses into shape and established herself as one of television’s most striking and engaging personalities. If online message boards are to be believed, she also – thanks to her much-discussed mid-life divorce, relationship with Grazia fashion editor Melanie Rickey and sexy combination of attitude, intelligence and eye-catching elegance – inspired happily married women up and down the land to fantasise about enjoying a sapphic interlude with her.

Now she’s moved to Channel 4, and in her new show she’s setting out to skewer the high-street perpetrators of Britain’s notoriously bad service. Aptly attired in military chic, she’s ready for battle. “The revolution starts here,” she proclaims with characteristic chutzpah.

The first programme in the series focused on disposable fashion, and in truth Portas’s revolution started small. She tackled relative chain-store newcomers Pilot; and while she hoped that what she achieved with the company would have a knock-on effect on the “fatter cats”, it would have been nice to have seen her take on one of the real Big Boys. Still, as a preliminary, she did ditch her designer gear for the "secret shopper" part of the mission, donning an unflattering brown wig and a school-run mum outfit for a spot of undercover filming in some well-known stores.


'The managing director was gung-ho. "Our stock has the lifespan of yoghurt," he boasted'

The resulting customer-service picture was, unsurprisingly, not pretty. At Primark the lighting was harsh, the queues epic and the clothes chucked in heaps on the floor. And the staff were clueless: when Portas asked about harem pants (Mary! So last summer!), one assistant couldn’t see how they would differ much from jogging bottoms. It was little better at New Look, H&M or Zara.
“I need to get my hands on a fast-fashion chain,” Portas announced. So it was off to the Coventry headquarters of Pilot – an unprepossessing premises which, she pointed out with a vulpine grin, looked “like a young offenders’ block”. Managing director Chris George was gung-ho: “We’re the drive-thru McDonald’s scenario,” he boasted, proudly waving a stiff, shiny prom dress in a violent shade of violet. “Our stock has the lifespan of yoghurt.”
“We’ll see if he’s so cocksure when I show him the secret filming,” said Mary, flexing her knuckles, before presenting him with footage in which a member of staff at his Essex store bluntly declared, “I don’t give a fuck.”
Such customer-unfriendly epithets were speedily eradicated, as Mary – sternly pronouncing, "I"m not here to have fun" – headed to Braintree, armed with her Three Golden Rules of Retail: Smile, Speak, Serve. She transformed the shop-floor staff from a human edifice of lumpen indifference to motivated service-industry professionals; and designed some fabulous new fitting rooms themed around fashionistas such as Kylie and Lady Gaga, complete with a computerised mirror so that shoppers could tweet their new looks to their friends, and mobile chip-and-pin, allowing their goods to be bagged and ready for purchase when they emerged, without the need for so much as a trip to the till. "Wow! You've cracked it!" cried a delighted George.
No doubt about it, Portas knows her stuff; and George’s willingness to put his faith in her made this pretty predictable TV. There was some initial resistance, some squirming and denial; but before long she had him eating out of her immaculately manicured, heavily bejewelled hand. Maybe down the line, the series will set her against some tougher opponents who will really test her mettle. In the meantime, though, if this programme lacked the zing of the best of Queen of Shops, Portas herself is still fantastically watchable. And in the retail realm, she reigns.

Share this article

Comments

Brilliant programme Mary! Could I have seen Chris George on another TV programme a couple of years or so ago? His face looked familiar.

Can't believe I watched this. Mary Portas really needs to get a life, there are dying children out there that don't have any money for food or drink and she's crying about a member of staff not saying hello to her in a shop. The British public are so stupid why can’t people just go in to a shop get what they want and go home. If you’re in a queue and you have to wait a long time before you get severed then so bloody what. We are all human and because I’m spending money it doesn’t mean I’ve got the right to talk to people like there nothing. I can’t believe Mary Portas went to Primark and complained about the service, if your shopping in a cheap shop then expect cheap service fact “you get what your pay for in life” Mary Portas needs to go out and get a life, my advice to her would be to switch on the news and look at all the bad things that are happening in the world.

I worked at the Primark she went to and can't believe how she acted. She went on a Saturday, the busiest day of the week, and in the summer, the busiest period of the year. You can't base it all on one visit, 1 question, and of all the items to ask for, hareem pants! These items were in and out of stock so many times its impossible to keep ontop of. And with the thousands of items how are employees suposed to know where they all are, escpecially the way stock gets moved about day by day. She asked a guy, he didn't know, he went to find out, what else could he do? Training has nothing to do with knowing where stock is. Would she rather be dragged about the entire store looking for it?

As a memebr of the retail trade the thing that I find a complete no,no is the lack of care and often rudness that come with the service of the product. Gone are the days of good service!!!! So well done Mary for highlighting something that is mostly shocking. There should always be the time for the customer no matter how busy a shop or store become.

What a load of rubish. 25 peopple in a que? I guess there were about 12 tils in operation meaning you were effectively in a que of 3. She moans about que's at a fitting room and then thinks its a good idea to create a fiting room which customers will spend even longer in, great idea! That will get teh que's down! £1m spend for a business that turns over £16m. How long will that take to pay back? Years? Guess prices will go up to pay for the crazy fitting rooms. Yes, service is poor but as with everything, you get what you pay for. More staff equal more cost to the business, which in order to generate the same profit will mean prices go up. A Programme create for effect on TV rather than reality!

I agree . She has to got to work in retail in couple years so we can see how much she can smile

Add comment

newsletter

Get a weekly digest of our critical highlights in your inbox each Thursday!

Simply enter your email address in the box below

View previous newsletters