Bonmarché Reviews 

Washington galleries staff are amazing, so friendly and go the extra mile to help. They are a credit to the company. Thanks again

Awful customer service. Ordered a bikini, admittedly 2 separate items but obviously go together. Paid the postage but then get email saying top was out of stock so that part of order had been cancelled. Will not send another size top without me paying postage again! Will be returning bottoms immediately and no more orders online!

My first experience shopping with Bonmarché in behalf of an elderly relative has been extremely disappointing.

I spent £121 on the first order after registering as a new customer and receiving the advertised 10% welcome discount. Despite trying repeatedly, the discount code would not work at checkout. Some items in my basket were low stocks and we were worried if were spent any more time on an unusable code, we would lose them so thought we had best checkout and sort everything afterwards.

When I contacted customer services and explained the code did not work, I expected them to honour the welcome discount or at least offer a goodwill gesture by means of an equivalent voucher. Instead, I was told it was effectively my fault because I should have phoned them mid order. There was no attempt to resolve the issue, no flexibility, and no recognition that this was a genuine technical problem affecting a new customer. The amount is only £12 but to someone on a care home allowance of £30 a week, that is a sizeable amount to lose!

I have genuinely never encountered such poor customer service. Rather than valuing a first-time customer who had spent over £120, Bonmarché chose to hide behind policy instead of doing the right thing. A business is judged not by how it performs when everything goes smoothly, but by how it treats customers when something goes wrong. On that measure, Bonmarché failed completely.

If customer service matters to you, I would recommend shopping with retailers such as Marks & Spencer or John Lewis, where staff are empowered to resolve genuine issues and customers are treated fairly. Sadly, based on this experience, I won't be shopping with Bonmarché again.

I echo Helen Du plooy's review. Hang in there Helen, you may receive it yet ....
I ordered my ecard for a birthday present too. I received it two weeks later after several calls by myself. I was given the same information, that it would be 'escalated' to senior management. How hard can it be to send an ecard by email?
I will not be recommending this company and I will not be using it again.
Yesterday, 7 August 2026, my friend tried to redeem her eCard and it wouldn't work!

Absolutely appalling customer service ! I ordered an e-gift card well over a week ago, they have taken my money but not emailed the gift card. I have spoken to various people on the phone and on line chat and they all say “just wait, you’ll get it at some point”. The gift card was for my mums birthday that has been and gone. I’ve asked for a refund only to be told that due to T&C’s gift cards are non refundable. So they have taken my money, not delivered the goods and refuse a refund. I was also told to contact Aiden who is customer service manager, surprisingly Aiden has not got back to me at all !! Do not use this company on line !!

Awful - undelivered parcel nightmare trying to contact or get helpful advice…. Will not use again
Kylie tried to help but difficult to get hold of

I wanted a cardigan that was not in stock in store. I was told that I could order online and return the item to the store if it was not suitable. I was told this by two different employees. I have since found out that because I paid with PayPal, that was not an option and I had to pay the postage. Despite reaching out to Customer Service, they have refused to refund my postage, stating that the information was on their returns policy. Not really great customer service if you can't rely on the information given in store.

I posted a rev6on their website and was told it wasn't within their guide lines. I said I liked the dress and was pleased with it but complained about the despatch. It arrived crumples and not with any original packaging. It had 2 pins stuck in the side, so I assumed it was probsbly a return
I wanted to return it but didn't want to pay any more postage so ironed all the creases out and kept it. This was the review I gave Bon Marche do what was wrong with that?

I was looking for clothes for my forthcoming holiday to Crete, not at all comfortable in choosing, but Racheal in the Selby shop made every effort to ensure that I got what I was looking for, and was so friendly and knowledgeable, sorted me out perfectly - she gave me the confidence to buy something without any pressure and made it so easy to get what I wanted, usually I buy the same style/colours but I walked out of the shop on a cloud,she is a great asset and was a big help to me

Absolutely appalling customer service. Returned 2 items via Evri over 2 weeks ago tracking showing that the items have not arrived at Bonmarché. I have my tracking number and proof of drop off. I contacted both Evri and Bonmarché several times via web chat and phone. Evri have said that I should be issued a refund whilst they investigate but Bonmarché are refusing because even though I don’t have the goods they don’t either. Under the consumer rights act 2015 I am legally entitled to my money back. I have tried to escalate my complaint but they refuse to give me any phone numbers or contact details apart from customer services with have been no help at all in solving my issue.
Quick to take money but will find any excuse not to refund. Will thing twice before ordering again.

I bought the item yesterday in Prudhoe. It was £42. I tried it on this morning and my daughter said it was too big. I took it back. I could not find the receipt but showed the manager the bank transaction on my phone. I just wanted a smaller size. She would not exchange it because I had taken the tags off when I tried it on but could have gone home and got them. She said it had hairs on. I have masses of hair and there were just 3 or 4 hairs probably from when I tried it on. I have never worn the item and they could easily be removed. The item was in pristine condition. It was for my holiday in Ireland. I do not live in Prudhoe and the two trips there on the train cost me £18 and so I have lost £60 in total and am now on my way to Newcastle to buy something else for my holiday. I have never before been refused an opportunity to exchange an item. This has deeply upset me. The manager had no compassion. Do not shop there.

Tried to order my elderly nan some clothes online. Filtered by the petite collection. None of the dresses that arrived were petite. Paid for express delivery. Items arrived on working day 3, no apology, no recognition it was delayed. Webchat told me to return the items at my cost and mark them as faulty. If the warehouse deems it faulty, the postage will be refunded. The dresses are not faulty, but the website filtered incorrectly. Tried to speak to customer service who denied there was a petite section of the website at all when there clearly is.. Refused to let me speak to a manager. Told me to send an email but the email form only allows 500 characters. Honestly, such terrible customer service. Never ever again.

Appalling customer service. Ordered an Evoucher for my mum's birthday.... Voucher has not been delivered to her email but she has received epic amounts of spam from bonmarche since I provided her email address.
4 calls to customer service with advice they will resolve in 48-72 hrs..... Now five days later and still no voucher. Contacted again today... They can't refund because it has to go to a different team.... Asked to be put through to said team ... Customer agent claims he can't transfer calls. Asked to speak to manager, he can't take calls.
I'm assured this will be resolved. Current £30 out of pocket. Appalling service. Will be raising via bank for refund. Avoid.
Further edit. 4/8/26 Still no refund I've had to raise the issue via my bank. No update.... spent 40 mins on live chat with Bonmarche still no voucher and no refund. I will never use this company again. You have been warned.

They don’t make it clear that if you use PayPal you have to return online purchase by post despite the fact you picked it up from the store ! When you follow the link to return item you’ve already paid before you’re informed they you need a printer for label !

Their telephone and customer e mail line is poor. My BM loyalty card works online perfectly but there are difficulties in store. Their solution - delete all my cards without asking me, hiding behind GDPR! All they had to do was leave the card I used (which I gave them) linked to my account. I love the clothes but admin is appalling. So now no card and lost my 71 existing points. Bonmarche you have asked for more info - I’ve mailed several times and asked for a manager to call me back and you ignored this despite my prompting.

i visited the paignton store recently and found the staff very helpful friendly and obliging.a credit to the company.they helped me find just what i wanted.will certainly shop there again.thank you for your help ladies

I have waited a while for my order - it’s now too late to cancel.
Was helped online chat by Saski - very polite and helpful.

Order & Delivery time good
But parcel left outside site reception door at 1815 office closes 1800.
All night in open.
By Evri

I am trying to return an item. I put in evri locker. 2 days later item was sent back by evri. Gave her it back and she said she would sort it. 2 days later Evri brought it back. I have paid the postage. Never will I buy from them again.

Recently I bought a size 10 pair of crop trousers. They sent me a size 22. I was credited with the item when I returned it but they have not credited me with the postage as stated in their return policy- return postage will be credited if it is their mistake.
I have phoned, used the email contact on the site, and sent a letter but they have still not returned the postage charge to me.
I will still probably buy from them but am so disappointed with the level of customer service.