My personal (limited) experience of Marshalls has been mixed. Thinking of buying a new car, I went round a number of dealerships, including Marshalls VW and Marshalls Skoda in Milton Keynes. They are at opposite ends of the same building. In both cases I made an appointment (it was in 2020 with COVID precautions in place, but not a total lockdown).
I checked in with the reception person at the VW dealership, who informed the sales person that I was there, but he was busy on the phone and I was totally ignored by everybody for over 20 minutes, at which point I got up and walked out. My previous 4 cars had been VWs, but I had always found that dealership, whether called Wayside, or Lancaster at the time, to be rather off-hand. Perhaps it is the same staff, but a different absentee owner?
At the Skoda dealer, I was met by a sales assistant, who was very helpful and allowed me to book a solo test drive. On another visit (with appointment), the same sales assistant was busy, but his colleague chatted to me for the few minutes that I had to wait, until he was free. I was made to feel welcome and valued.
Funny how 2 branches of the same company, in the same building, can treat you so differently.