I had a delivery and refund issue. Evri lost my parcel and said they would contact Bon Marche but clearly hadn't. I used the Chat facility on Bon Marche today and chatted to someone called Zahra. They... Toon meer
We verifiëren geen specifieke claims omdat reviewers hun eigen mening mogen geven. We kunnen reviews echter wel als 'Geverifieerd' bestempelen als we bevestiging hebben dat er een zakelijke interactie heeft plaatsgevonden. Meer informatie
Om de integriteit van het platform te beschermen, wordt elke review op ons platform – al dan niet geverifieerd – gescreend door onze geautomatiseerde software. Deze software kan inhoud identificeren en verwijderen die in strijd is met onze richtlijnen, inclusief reviews die niet zijn gebaseerd op een echte ervaring. We zijn ons ervan bewust dat we weleens wat over het hoofd zien, dus je kunt altijd reviews rapporteren waarvan je denkt dat we ze hebben gemist Meer informatie
Lees wat reviewers zeggen
Returned clothes to Bon Marche at own expense on 6th September , Post Office tracking shows received 9th September. No confirmation of receipt and no refund. Just called and they confirm receive... Toon meer
Be careful what you order online. They deny the return of Izabel garments at their actual stores ( very tiny print in terms and conditions). Then weeks after sending the parcel with proof of sending,... Toon meer
Since the local store closed I rarely shop in Bonmarche however I recently saw an advert for a jacket and ordered a few items. Pros: Good quality for price point. The star of the show was the pac... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Informatie afkomstig van verschillende externe bronnen
Bonmarché sells fashionable womenswear for real women in sizes 10-28. Shop online or via one of our 260+ stores nationwide.
Contactgegevens
Jubilee Way, WF4 4SJ, Wakefield, Verenigd Koninkrijk
- 0330 026 2728
- shop@bonmarche.co.uk
- www.bonmarche.co.uk
2,9
Gemiddeld
8K reviews
Geen recente geschiedenis van het vragen naar reviews
Dit bedrijf heeft hun klanten niet recentelijk uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 56% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 week
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
I orded some jumpers yesterday and it…
I orded some jumpers yesterday and it said 3 to 5 days and there was delived today that's 1 day just can't belive it well done bon marche
9 september 2026
Review zonder uitnodiging
Return via Evri not registered with Klarna
I had made a return via Evri but had not been registered with Klarna. Customer services via webchat processed refund quickly with no issues at all.
9 september 2026
Review zonder uitnodiging
still waiting for a refund
Three weeks after returning three items, I am still waiting for my refund. I contacted them on their 'chat' thing and was eventually told that a refund was on its way. However, that was several days ago now, but nothing has appeared in my bank account. I won't be using this site again!
9 september 2026
Review zonder uitnodiging
Difficult to get through to customer services
Why is it so difficult to contact customer services either by message or phone. Gave up trying to phone so sent a message 4 days ago and still waiting for a reply.
Poor customer service
5 september 2026
Review zonder uitnodiging
Web Chat with Brandon regarding a refund…
Web Chat with Brandon regarding a return that I had made on 01/08/2026. He found that there was a problem with my refund at their end, which he amended and resolved.
I received an email regarding confirmation of the refund from Bonmarche and PayPal.
Brandon thanked me for my patience while waiting and sorry for the inconvenience caused.
I thanked him and said Have a nice evening. He replied You too.
8 september 2026
Review zonder uitnodiging
Brandon on web chat helped me with a…
Brandon on web chat helped me with a refund that i had not received. He was very helpful and after giving him details of my return he dealt with it straightaway and couldnt apologise enough.
8 september 2026
Review zonder uitnodiging
I had to return an Izabel item by post…
I had to return an Izabel item by post 4 weeks ago (not allowed to take to store). Postage tracking proves they received it. Customer service confirms they have it. Yet I'm still waiting 4 weeks later for a refund. Live chat never works. Customer service just tells me to wait another week. Absolutely ridiculous in this day and age that a refund takes this long.
15 augustus 2026
Review zonder uitnodiging
Contacted the web help
Contacted the web help, got connected to Brandon who very quickly and efficiently sorted out my query, many thanks
7 september 2026
Review zonder uitnodiging
UPDATE - 25/9/26
Bonmarché continues to send promotions and discounts to my correct address, yet the Android apps fail at every essential function. Account setup does not work, login loops occur repeatedly, Bonus Club information does not update, and it is impossible to reach checkout. There are two apps to choose from, and neither of them allows a customer to complete a basic transaction.
The app still shows the Sale store as open, even though staff informed me during my last visit that Sunday trading had ended. I suggested that the store should at least open on the monthly Makers Market Day, when Sale is extremely busy and footfall increases significantly. That busy day was the reason I signed up again. It is unacceptable that the app displays outdated store information.
I used to shop at the Manchester and gave up using the app once before due to the same failures. It is extremely frustrating that these issues remain unresolved, especially when Bonmarché is actively promoting offers that customers cannot redeem.
I would like to compliment Zora and Laura in the Sale branch for their excellent customer service. They were attentive, friendly, and went out of their way to help. Their professionalism deserves recognition.
I have been unable to get to the store for the past three months and I am now reliant on the app. Bonmarché is promoting offers while providing an app that does not allow customers to complete a purchase or access accurate information. This is a serious operational failure that needs urgent attention.
UPDATE:
Thank you for your reply. I have provided the detailed information requested by email, including the fact that your reply originally bounced to ‘postmaster’ and that I received Bonmarché emails at an incorrect Gmail address, including a ‘Thank you for joining’ message and a ‘Thank you for your recent purchase,’ despite not making a purchase. This confirms that the issues are not isolated app glitches but wider digital and account management faults.
I hope this will now be escalated properly, as I rely on the app due to limited access to stores. Accurate information and a working checkout are essential, and I look forward to seeing meaningful improvements.
7 september 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Lynda,
Thank you for taking the time to share your feedback. We are sorry to hear about the difficulties you have experienced with our app and the frustration this has caused.
We understand how disappointing it is when key features such as account access, Bonus Club updates and checkout functionality do not work as expected, particularly when you rely on the app to shop with us. We also appreciate your comments regarding the store information displayed within the app and recognise the importance of ensuring customers have access to accurate and up-to-date details.
I have already reached out to you directly this afternoon regarding your complaint and the concerns you have raised. We take this feedback seriously and are keen to ensure that it is reviewed by the appropriate teams.
We would also like to thank you for your kind words about Zora and Laura at our Sale store. We are delighted to hear that they provided such excellent customer service, and we will ensure your compliments are shared with them and their management team.
Thank you again for bringing these matters to our attention. We appreciate your patience while we investigate your concerns further.
Kind regards,
The Bonmarché Team
Quick response by Brandon in customer…
Quick response by Brandon on Web Chat in customer services, slow delivery to store but appreciate the update. Thanks :)
4 september 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Jo,
Thank you for taking the time to leave us a review and for sharing your positive experience.
We're delighted to hear that Brandon was able to assist you promptly via our Web Chat service. We will be sure to pass your kind comments on to him, as our team always appreciates recognition for providing great customer service.
We also appreciate your patience regarding the delivery to store and are pleased that the updates helped keep you informed throughout the process.
Thank you for choosing Bonmarché, and we look forward to serving you again in the future.
Kind regards,
The Bonmarché Team
Good customer service
I did not have a great experience of shopping online with this company. The range of goods was fine but the returns process was poor. I had to return 2 items one branded. I posted the branded item and took the other one back to the shop. However the assistant would not accept the email order so I posted it the next day. Quite annoying as I paid twice the postage. Refund was received for 1st item but not 2nd one. On querying this I was informed the 2nd item had not been received back. After checking this with Brandon from customer service the problem was sorted and a refund is expected in next few days
4 september 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Diane,
Thank you for taking the time to share your feedback.
We are sorry to hear that your online shopping experience did not initially meet your expectations and that you encountered difficulties with the returns process. We understand how frustrating it must have been to make multiple return arrangements and incur additional postage costs.
That said, we're pleased to hear that Brandon in our Customer Services team was able to investigate the issue and help resolve the missing refund. We will be sure to pass on your kind comments to him, as recognition from our customers is always appreciated.
We value your feedback regarding the returns experience, as it helps us identify areas where we can improve our processes and make things easier for our customers in the future.
Thank you again for bringing this to our attention, and we hope to provide you with a smoother shopping experience next time.
Kind regards,
The Bonmarché Team
Appauling service - no customer care
I placed an order ( on 11th August. I contacted them via live chat as i had not received the order and was told that delivery was just taking longer even though on the EVRI website tracking it had not moved at all. Last week I contacted Bon Marche again and was advised that the order had been lost by EVRI and was advised that a new order could be sent by express delivery which i agreed to. By the Thursday I had still not heard anything and did not have a new order number so I contacted them again. I was then advised that there were problems with the warehouse. I said that I would keep the order but only if it could be despayched that day but I was told that they could not promise this so I agreed to a refund. I was advised this would take 5 to 7 days but 8 days later I still do not seem to have refund. I am still out of pocket and did not receive the items I ordered some considerable time ago I have contacted them again today and they have said that the refund failed but have not given a reason. I am now told it will be another 14 days. I do not think that they care about their customers as I was not even offered a discount off future purchases for all the inconvenience
4 september 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Kathryn,
Thank you for taking the time to share your experience. We are very sorry to hear about the issues you encountered with your order and the frustration caused by the delays, conflicting updates, and problems with your refund.
We completely understand your disappointment. Having an order delayed, then lost in transit, followed by issues arranging a replacement and refund is not the level of service we aim to provide. We also appreciate that being left out of pocket for an extended period has only added to your frustration.
We apologise that your refund was not processed as expected and that you were subsequently advised it had failed. We understand how concerning this must be, especially after already waiting beyond the original timeframe provided.
Your feedback regarding the communication you received and the lack of recognition for the inconvenience caused has been noted and will be shared with the relevant teams for review. We are always looking for ways to improve both our service and our customers' experience.
If this matter remains unresolved, please contact our Customer Services team with your order details so we can ensure the status of your refund is fully investigated.
Once again, we sincerely apologise for the inconvenience and disappointment caused.
Kind regards,
The Bonmarché Team
Crumbs how do you ever sell anything
Crumbs how do you ever sell anything, webpage jammed up and dont answer the order service line, fed up.
4 september 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Lynette,
Thank you for your feedback. We are sorry to hear that you experienced difficulties using our website and were unable to get through to our Order Line when you needed assistance.
We understand how frustrating this must have been, especially when you were trying to place an order. This is certainly not the experience we want our customers to have.
We appreciate you bringing these issues to our attention. Your comments regarding both the website performance and telephone service will be shared with the relevant teams so they can be reviewed and addressed.
We apologise for the inconvenience caused and hope you will consider shopping with us again in the future.
Kind regards,
The Bonmarché Team
Customer services are non existent
Customer services are non existent. Error message when you try to use the online enquiry form . Forget phoning them you will never get through. I have an order that has only been part delivered and that was because it's from a franchise warehouse. I've got no way of contacting them chat doesn't work either. The parcel never got to evri by the look of it, status has been at " we're expecting it" since 24th of August. I will not shop with them again because you cannot contact them. Appalling.
24 augustus 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Dawn,
Thank you for taking the time to share your feedback. We are very sorry to hear about your experience and the difficulties you have faced in trying to contact us.
We understand how frustrating it must be to be waiting for part of your order, particularly when the tracking has not progressed and you have been unable to reach our Customer Services team through your preferred contact methods. We also apologise for the issues you experienced with our online enquiry form and web chat service.
This is not the standard of service we aim to provide, and we appreciate you bringing these concerns to our attention. We recognise how disappointing it is to feel that you have no clear way to obtain an update on your order.
We would like the opportunity to investigate this further for you. Please contact us with your order details via private message so that we can review the status of the outstanding parcel and provide any available updates.
We sincerely apologise for the inconvenience and frustration caused and regret that this experience has left you feeling unable to shop with us again.
Kind regards,
The Bonmarché Team
As usual the shipping
As usual the shipping, delivery and quality were all of a great standard, many thanks
12 augustus 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi J,
Thank you for taking the time to leave us such a lovely review.
We are delighted to hear that your order arrived safely and that you were pleased with the shipping, delivery, and quality of your items. It's always rewarding to know that we're meeting our customers' expectations and providing a positive shopping experience.
Thank you for your continued support and for choosing Bonmarché. We look forward to welcoming you back again soon.
Kind regards,
The Bonmarché Team
Agent was very polite and helpful
Agent was very polite and helpful. However, I believe due to company targets, and expectations customer service agents are required to have numerous chat interactions open at the same time. These standards/ targets increase wait time considerably, luckily in this case the agent personally increased my score from 0 to 3. He personally would have been awarded 5 but im guessing unrealistic target expectations reduced the score considerably. I would suggest the minimum chats open at one time is reduced to increase customer satisfaction.
3 september 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Jacqueline,
Thank you for taking the time to leave a review and share your feedback.
We're pleased to hear that the agent you spoke with was polite and helpful and that they were able to assist you with your query. We'll be sure to pass your kind comments on to the team, as they'll be greatly appreciated.
We also value your honest feedback regarding wait times and the overall chat experience. We understand how important timely responses are and appreciate your suggestion about managing chat volumes to improve customer satisfaction. Customer feedback like yours helps us review and improve the services we provide.
Thank you again for recognising the efforts of the colleague who assisted you, and we hope to provide you with an even better experience in the future.
Kind regards,
The Bonmarché Team
I contacted Bonmarche online chat
I contacted Bonmarche online chat. I was connected to Brandon, who replied quickly and solved the query with my order issue.
3 september 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Mrs Hamilton,
Thank you for taking the time to leave us a review.
We're delighted to hear that Brandon was able to assist you promptly via our online chat service and successfully resolve your order query. We'll be sure to pass your kind comments on to him, as our team always appreciates receiving positive feedback from customers.
Thank you for choosing Bonmarché, and we hope to provide you with the same great service again in the future.
Kind regards,
The Bonmarché Team
Lovely staff members
Lovely staff members, both ladies were very helpful and cheerful too, made me feel welcomed first time going to the shop, will be going back soon
9 juli 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Susan,
Thank you for taking the time to leave us such a lovely review.
We're delighted to hear that you received such a warm welcome on your first visit to our store. It's wonderful to know that our team members were helpful, cheerful, and made you feel comfortable while shopping with us.
We will be sure to share your kind feedback with the store team, as they will be thrilled to hear that they made such a positive impression.
Thank you for choosing Bonmarché, and we look forward to welcoming you back again soon.
Kind regards,
The Bonmarché Team
Poorest ever service
My experience has been awful, incorrect information provided to me. I ordered 4 dresses for first time sadly one was damaged, two had some other issues, one I kept. I called and spoke with customer service re returns and asked if I return two other items with the damaged item would that be ok and get refund for postage they confirmed so I sent back three items in one parcel but I got refund for the dresses not for the postage so I called, spoke with Nisha on 11/08/2026 who said I was given wrong information she can give me discount on next purchase not the postage. I wasn’t happy if I wasn’t given incorrect info I would have returned it in two parcels their mistakes why penalise customer. I wasn’t happy and would like to make a complaint so she said she will email me with my complaint outcome but nothing so I called on 22/08/2026 and spoke with Kyle who said it hasn’t been looked into it but he escalated to his manager while I was on the phone and sent an email to me stating that and told me that manager will call on 24/08/2026 to date nothing from Kyle or the manager so I sent Kyle an email yesterday again nothing.
Looks like it company or the staff do not care about customer. I only read the reviews now most people having similar experiences. I wish I red it before ordering.
Still waiting to hear from them and the outcome.
Let’s see what they do.
Updated: 08/09/2026
Thank you for your reply.
I sent another email on 04/09/2026 to shop@bonmarche and customer.services@
With proof of my calls logged and postage receipt but no replies yet.
I look forward to hearing and getting my money back.
Kind regards,
22 augustus 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi,
Thank you for taking the time to share your experience. We are very sorry to hear about the issues you encountered and the frustration caused throughout the returns and complaints process.
We understand why you are disappointed. Being provided with incorrect information regarding your return and postage refund, only to later be told something different, is understandably frustrating. We also appreciate that having to repeatedly chase updates on your complaint and promised callbacks has only added to your dissatisfaction.
We sincerely apologise that the level of service you received did not meet the standards we strive to provide. We recognise that clear communication and keeping our commitments to customers are essential, and we are sorry that this was not your experience on this occasion.
We are particularly concerned to hear that you were advised a complaint outcome would be emailed to you and that a manager would contact you, but these follow-ups did not take place as expected. This is not the service we want our customers to receive.
Your feedback will be shared with the relevant teams for review.
We sincerely apologise for the inconvenience and disappointment caused and thank you for bringing these matters to our attention.
Kind regards,
The Bonmarché Team
Spoke to Brandon about a refund I was…
Spoke to Brandon about a refund I was due and was waiting for for over 2 weeks and he sorted it out straight away for me. Great service.
2 september 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Sharon,
Thank you for taking the time to leave us a review.
We're delighted to hear that Brandon was able to assist you with your refund query and resolve the issue quickly after you had been waiting for an update. We understand how important it is to receive timely assistance, and we're pleased that Brandon was able to provide the service you needed.
We'll be sure to pass on your kind feedback to Brandon, as recognition like this means a great deal to our Customer Services team.
Thank you for your patience and for choosing Bonmarché. We hope to serve you again soon.
Kind regards,
The Bonmarché Team
Dit is Trustpilot
Iedereen kan een review op Trustpilot achterlaten n.a.v. een ervaring met een bedrijf. Gebruikers hebben het recht om hun feedback op elk moment te wijzigen of te verwijderen, en elke gepubliceerde review is zichtbaar zolang het account van de betreffende gebruiker actief is.
Wij beveiligen ons platform met behulp van toegewijde specialisten en slimme technologieën. Lees meer over hoe wij nepreviews bestrijden.
Lees meer over Trustpilots reviewproces.
Hier vind je 8 tips voor het schrijven van een goede review.
Verificatie helpt ervoor te zorgen dat echte mensen de reviews schrijven die je op Trustpilot ziet staan.
Beloningen aanbieden voor reviews of een slechts een bepaalde groep mensen vragen om een review te schrijven, kan de TrustScore beïnvloeden. Dit is in strijd met onze richtlijnen.