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
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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
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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
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I ordered evouchers on the 12/08/26 to…
I ordered e-vouchers on 12/08/26 for delivery the following day. Instead of receiving my vouchers, all I received was a blank email. I immediately contacted their Live Chat team, who informed me that the issue would be escalated to the gift card department. However, when I asked to speak directly with that department, I was told this was not possible.
I then requested to escalate my complaint to a manager, only to be informed that managers do not speak to customers over the phone. Every time I have contacted the company, whether by phone or Live Chat, I have received the same generic response that my complaint has been updated, but no one has actually contacted me or taken any meaningful action.
It is now completely unacceptable that £80 has been taken from my account and I have received absolutely nothing in return. I have since requested a refund, yet again I have received no response and no resolution.
The customer service has been completely useless, with no accountability, no communication, and no urgency shown in resolving an issue entirely of their making. I have spent considerable time following up on updates, but I've repeatedly received empty promises and no results.
I would strongly advise others not to use this company. My experience has been extremely frustrating, and the lack of support has been shocking. They took my money but did not provide the product I purchased or an acceptable level of customer service.
I received an email today (21/08) to inform Email that the team had sent my voucher again, which of course I've not received. They mentioned the voucher is a non-refundable at this point? I gain expressed that I'm very unhappy. I'm out of pocket as had to buy alternative present for my mother on her birthday which was the 16th of August. Why should I be out of pocket of £80 when it's not my issue have received another email back that The this has been escalated to request a refund which in reality I should be entitled to as I have not received any voucher when it should've been delivered. Definitely a problem with their system that end because how strange is it that I'm receiving emails from them for marketing and also other responses but no voucher which I no longer want as a very disgruntled customer.
12 augustus 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Karen,
Thank you for taking the time to share your feedback. We are very sorry to hear about your experience and the difficulties you have encountered with your e-voucher order.
We completely understand your frustration. Having paid £80 for e-vouchers that were due to be delivered the following day, only to receive a blank email and then spend weeks chasing updates without a resolution, is not the level of service we aim to provide. We also appreciate the disappointment this caused when the vouchers were intended as a birthday gift for your mother and alternative arrangements had to be made at additional expense.
We are particularly sorry to hear about the lack of communication and the repeated need to contact us for updates. We understand how frustrating it must have been to be told that the matter had been escalated while receiving little reassurance or progress towards a resolution.
We sincerely apologise for the inconvenience, disappointment and concern caused by this issue. Your comments regarding the handling of your case, the communication you received and the delays in resolving the matter will be shared with the relevant teams for review.
If this matter remains unresolved, please continue to work with our Customer Services team so that they can review the latest status of your refund request and provide any further updates available.
Once again, we apologise for your experience and thank you for bringing these concerns to our attention.
Kind regards,
The Bonmarché Team
Returns policy
Ordered 3 items online but wanted to return an item as 1 was too big. Called at my local store with the item, with tags still on & the completed return slip, together with my order confirmation email. The assistant wouldn't process it until I provided the full delivery note (upper part). Your returns policy does not state that I have to provide both this AND the email confirmation - it states "OR". I therefore had a wasted trip and will have to return again another day. Perhaps you should reword your your policy?
20 augustus 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Sue,
Thank you for taking the time to share your feedback.
We are sorry to hear about your experience when attempting to return your item in store. We understand how frustrating it must have been to make a journey to your local store with the item, return slip and order confirmation, only to be unable to complete the return as expected.
We appreciate your comments regarding our returns policy and the wording used around the documentation required to process a return. We recognise that if the information provided is unclear or open to interpretation, it can lead to confusion and inconvenience for our customers.
Your feedback has been noted and will be shared with the relevant teams for review, as we are always looking for ways to improve both our processes and the information we provide.
We sincerely apologise for the inconvenience of your wasted trip and thank you for bringing this matter to our attention.
Kind regards,
The Bonmarché Team
Excellent choice of fashion wear
I had a very good experience in the store in Selby today. Got some great bargains, and new season stock. I find the quality and fashion wise up to date.i must add, Caroline and Janice were excellent in helping with finding garment sizing and very pleasant. 5 star service .
20 augustus 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Susan,
Thank you for taking the time to leave us such a wonderful review.
We're delighted to hear that you had a great experience in our Selby store and were able to find both some fantastic bargains and items from our new season collection. It's especially pleasing to know that you continue to find our clothing both fashionable and of good quality.
We are also thrilled to hear your kind comments about Caroline and Janice. Providing friendly, helpful service is something we pride ourselves on, and we're pleased they were able to assist you with sizing and make your shopping experience such an enjoyable one. We will be sure to pass your compliments on to them and the wider store team.
Thank you for choosing Bonmarché, and we look forward to welcoming you back to our Selby store again soon.
Kind regards,
The Bonmarché Team
The member of staff I spoke to was…
The member of staff I spoke to was really friendly and help me with what i needed help on didn't question me on things that didn't relate to the item. Quick response and fast sorting out the issue I had.
20 augustus 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Claire,
Thank you for taking the time to leave us a review.
We're delighted to hear that the member of our Customer Services team was able to assist you quickly and efficiently. Providing friendly, helpful service and resolving queries as smoothly as possible is exactly the experience we aim to deliver.
It's great to know that your issue was sorted promptly and that you felt supported throughout the interaction.
Thank you for choosing Bonmarché, and we appreciate your kind feedback.
Kind regards,
The Bonmarché Team
There was an error with my order
There was an error with my order, I got no response from two emails I sent, I spoke to customer service who couldn’t help either so I tried live chat….. I spoke with a guy…. Brandon who was amazing & rectified my issue in seconds! Thank you Brandon, keep up the excellent work you are a credit to Bon Marche
19 augustus 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi,
Thank you for taking the time to leave us a review.
We are sorry to hear that you initially experienced difficulties receiving a response to your emails and that your issue was not resolved through your earlier contacts with us.
However, we're delighted to hear that Brandon was able to assist you via our Live Chat service and resolve your issue so quickly. Providing prompt, effective, and friendly support is exactly the level of service we aim to deliver, and it's wonderful to know that Brandon made such a positive impression.
We will be sure to pass your kind comments on to Brandon, as recognition like this is greatly appreciated. Thank you for highlighting his excellent service and for taking the time to share your experience.
Kind regards,
The Bonmarché Team
New customer and disappointed
I’m very disappointed, new customer and never ordered from bonmarche before. I ordered some jewellery and paid for expresss delivery, this was on a Friday morning. I kept checking the tracking and it got to Tuesday and it hadn’t even reached the courier. I emailed Bonmarché, although they were prompt in replying to me, I was just offered a refund or replacement, no explanation of why this was delayed and didn’t offer to look into it, they just asked if I wanted a refund or reorder.. I opted for refund as I wanted this before the weekend. I was refunded the next day. It would have been helpful to have been advised if there was a delay or when the items were expected to be delivered.
14 augustus 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Lindsey,
Thank you for taking the time to share your feedback.
We are sorry to hear that your first experience of shopping with Bonmarché did not meet your expectations. We understand how disappointing it must have been to pay for Express Delivery and then find that your order had not progressed to the courier within the expected timeframe.
We appreciate your comments regarding the communication you received. While we're pleased that our team responded promptly and was able to arrange a refund quickly, we understand your frustration at not receiving a clearer explanation for the delay or more proactive updates regarding the status of your order.
Keeping our customers informed is important to us, particularly when delays occur, and we recognise that better communication would have improved your experience on this occasion.
We sincerely apologise for the disappointment caused and thank you for bringing your concerns to our attention. Your feedback will be shared with the relevant teams as we continue to improve our service.
Kind regards,
The Bonmarché Team
I needed to return a very light weight…
I needed to return a very light weight bikini using bonmarche label and the postage second class was £4.25 absolutely ridiculous price I won't be ordering anything else.
16 augustus 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Lynn,
Thank you for taking the time to share your feedback.
We are sorry to hear of your disappointment with the cost of returning your item. We understand that £4.25 can seem expensive, particularly for a lightweight item such as a bikini.
We appreciate that return costs are an important consideration when shopping online, and we're sorry that this has negatively impacted your experience with us. Your comments regarding postage charges will be shared with the relevant teams, as customer feedback helps us review and improve our services.
Thank you for bringing your concerns to our attention.
Kind regards,
The Bonmarché Team
Brandon was very helpful and assisted…
Brandon was very helpful and assisted with my query in a professional manner
19 augustus 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Dawn,
Thank you for taking the time to leave us a review.
We're delighted to hear that Brandon was able to assist with your query and provide professional and helpful service. Delivering excellent customer care is something we strive for, so it's wonderful to know that your experience reflected this.
We will be sure to pass your kind feedback on to Brandon, who will be pleased to hear that his assistance was appreciated.
Thank you for choosing Bonmarché, and we hope to assist you again in the future.
Kind regards,
The Bonmarché Team
Order didn’t arrive in store within the…
Order didn’t arrive in store within the 3-5 days quoted. Contacted customer service and Brandon was extremely helpful. Arranging a refund for my order but disappointed that it didn’t arrive in the first place. Thank you Brandon.
19 augustus 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Pat,
Thank you for taking the time to leave us a review.
We're sorry to hear that your order did not arrive in store within the expected 3 to 5 day timeframe and understand your disappointment.
However, we're delighted to hear that Brandon was able to assist you and arrange a refund for your order. Providing helpful and professional customer service is something we strive for, and we will be sure to pass your kind comments on to Brandon.
We apologise for the inconvenience caused by the delay and appreciate your patience while the matter was being resolved.
Kind regards,
The Bonmarché Team
Ordered some summer clothes on 12/8
Ordered some summer clothes on 12/8. Still waiting for them to be delivered to the store. Ridiculously slow delivery
12 augustus 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi,
Thank you for taking the time to share your feedback.
We are very sorry to hear about the delay with your order and understand your frustration, particularly as your items were ordered on 12th August and have still not arrived in store.
We appreciate that waiting significantly longer than expected is disappointing, especially when the original delivery timeframe has not been met. We recognise the importance of keeping customers informed when delays occur and apologise for the inconvenience this has caused.
This is not the standard of service we aim to provide, and your comments regarding the length of time taken for your order to arrive will be shared with the relevant teams for review.
If you have not yet received your order, please get in touch with our Customer Services team with your order details so that we can investigate the status of your parcel and assist further.
We sincerely apologise for the inconvenience caused and thank you for bringing this matter to our attention.
Kind regards,
The Bonmarché Team
My favourite shop ever, Bonmarche Eastleigh
Shopping in Bonmarche Eastleigh has been a great experience, every single time. Good quality clothes, great sales, but most of all, the ladies working there, are really nice. I would like to mention Agata. She is so very nice. Just the right amount of kindness and professionalism. Thank you all.
16 augustus 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Teodozia,
Thank you for taking the time to leave such a wonderful review.
We're delighted to hear that shopping at our Eastleigh store is consistently a great experience for you. It's fantastic to know that you enjoy our clothing ranges, quality, and sales, but especially that our store team continues to make such a positive impression.
We are particularly pleased to hear your kind comments about Agata. Providing the perfect balance of professionalism, friendliness, and excellent customer service is exactly what we strive for, and we're thrilled that Agata has been able to do this for you. We will be sure to pass your lovely feedback on to her and the wider Eastleigh team.
Thank you for your continued support and for choosing Bonmarché. We look forward to welcoming you back to the store again soon.
Kind regards,
The Bonmarché Team
Had a question regarding an order
Had a question regarding an order. Spoke to Sakia - answered my question in a timely manner. No problems
15 augustus 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Susan,
Thank you for taking the time to leave us a review.
We're pleased to hear that Sakia was able to answer your question and provide the information you needed in a timely and efficient manner.
Delivering friendly and straightforward customer service is something we strive for, so it's great to know that your experience was a positive one.
Thank you for choosing Bonmarché, and we appreciate your feedback.
Kind regards,
The Bonmarché Team
Sorted and very polite and helpful
Sorted and very polite and helpful
15 augustus 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Jacqueline,
Thank you for taking the time to leave us a review.
We're delighted to hear that your issue was sorted quickly and that you found the service polite and helpful. Providing friendly and efficient support is something we strive for, so it's wonderful to know that you had a positive experience.
Thank you for your kind feedback and for choosing Bonmarché.
Kind regards,
The Bonmarché Team
Dealt with Sakia today and had an easy…
Dealt with Sakia today and had an easy experience regarding my problem. Thank you.
15 augustus 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Lynette,
Thank you for taking the time to leave us a review.
We're delighted to hear that Sakia was able to assist you and make resolving your issue a simple and straightforward experience. Providing friendly, efficient, and helpful service is what we strive for, so it's wonderful to know that you received the support you needed.
We will be sure to pass your kind comments on to Sakia, who will be pleased to hear that her assistance was appreciated.
Thank you for choosing Bonmarché, and we hope to assist you again in the future.
Kind regards,
The Bonmarché Team
Can't give zero stars
Can't give zero stars, unfortunately. Ordered an egift card for my husband to give to his mum for her birthday. Ordered it on the 3rd, still haven't had it. Had confirmation and another email advising the gift card had been sent. It was never received (it also should have, at his request, have gone to my husband's email address). Contacted customer service, and were advised there had been a fault in the system that they were fixing and it would be resent. Mother in law's birthday has now passed, no voucher. 3 more chats with customer service, assured it had been escalated and we would hear something on Monday. Monday came & went, no voucher, no email no contact from Bonmarché. Contacted customer service again today to be told that we needed to provide order number (done) and proof of payment (done) only to be told that the payment hadn't been taken (it has and no money has been refunded) and that the order number wasn't valid until the payment was made (money came out of my bank on the 4th of August). Challenged this and was told we needed to call Customer service on the phone number on the website. We asked who we were chatting with if not customer service only to be told we were talking to customers services but we needed to call the number on the website. Took repeated requests to finally be provided with the 0800 number that we were being told to find on the website.
Called said number, waited 25 minutes, no one answered, just hold music. Called back & another 20 minutes before someone came on the line.
Explained the situation and how may attempts we had made to get this fixed. We were advised by this advisor we shouldn't have needed to provide proof of payment. They then told us no complaints had been logged, nothing had been escalated, there was no history of the chat we had just had and no one was dealing with the situation. Great news!
10 days have passed they have our £30 and we have NOTHING!! Customer advisor then told us he had escalated the case but it would take up to 72hrs to fix. He then tried to give us a case number which husband asked him to email to him so we had something in writing. He confirmed the email address, but no email arrived & he disappeared from the call, but left the call live! The last 5 minutes of the call were spent with us discussing into the phone how shocking customer service was & my husband singing about the entire situation to see if he would get a response. Nada, nothing, zilch, no customer advisor popped back into the call so we hung up. Guess we'll see what the next 72hrs brings, but so far the last 10 days hasn't brought us a voucher, an apology or an offer of compensation for ruining the birthday present! Think I'll have to contact my bank and the Ombudsman as there is definitely a pattern to this situation and they are making it very difficult to get what we paid for.
**Update** Surprise, surprise we have had the voucher. It arrived yesterday 20th August, a full 17 days since we purchased it. But, we had bought an M&S voucher as replacement. Tried to get a refund from my bank but they wouldn't do anything until 14 days has passed since the payment has been taken, but due to work I hadn't been able to contact them again. So, now we are stuck with a voucher we do not want!
3 augustus 2026
Review zonder uitnodiging
Bonmarché paid twice for same order
Bonmarché online orders - paid twice for same order after a website fault, cannot get a refund. First order failed but they still took the money out of my bank account.
On 14th July, I placed 2 online orders with Bonmarche
phoned 4 times - still cannot get my money back.
The excuses range from:
The person is on holiday
We’ve upgraded your complaint
The finance dept is in another building
On 21/08/2026 Bonmarché asked for more info to prove that this was NOT a fake review. I gave them my Name, email and cellphone number. As of today - 26/09/2026, I have heard NOTHING from Bonmarché - just how rude is this!
Can I give them zero stars?
I have made a formal complaint to my bank over taking the money twice (Chargeback). The next step will be to make a formal complaint to the Financial Ombudsman Service if they do not get in touch.
The people in the Bonmarché stores are all so nice, so how can the “suits” be so awful.
14 juli 2026
Review zonder uitnodiging
Great customer service
Great customer service, needed to chase an online return, all sorted quickly and efficiently
11 augustus 2026
Review zonder uitnodiging
I ordered a cardigan -at £18
I ordered a cardigan -at £18. it was the right size but nothing like the photo. I returned it only to discover that the customer has to pay return postage - it cost me nearly five pounds to return l then was deducted £3.50 from the refund amount. Will definitely NOT be ordering from Bon Marche again . Poor customer service!
11 augustus 2026
Review zonder uitnodiging
Brendon was extremely helpful
Brendon was extremely helpful
The website is very difficult to navigate to the chat but great when you get there
10 augustus 2026
Review zonder uitnodiging
I had a web chat with Brandon today…
I had a web chat with Brandon today regarding one of the items from my recent online order being faulty, I wanted to know if I could exchange it in my local store rather than return it, he answered my request promptly and was very polite. Many thanks.
10 augustus 2026
Review zonder uitnodiging
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