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
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
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I placed an order on the 19 June to be…
I placed an order on the 19 June to be delivered to my home.
Despite using Bonmarché messaging service twice and talking to their customer service 5 times my order still hasn’t arrived.
I have spoken to 5 different customer service employees and none of them have got back to me or carried out the actions they assured me they would do.
The last person named Brandon was very rude in his approach to me. I have tried 2 different email addresses, neither replied.
This service is not acceptable and after waiting 5 weeks for my order today I’m ringing to ask for a refund which I hope won’t take as long to hit my bank account.
19 juni 2026
Review zonder uitnodiging
Shockingly bad
Shockingly bad
DONT order online
Never turns up and takes for ever to get a refund
9 juli 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Ceri,
Thank you for taking the time to leave your review. We're very sorry to hear about your experience.
We understand how frustrating it is when an online order does not arrive as expected, and we appreciate the inconvenience caused while waiting for a refund. This is not the level of service we aim to provide.
We would like the opportunity to investigate what happened and review the handling of your refund. Please contact our Customer Care team at customer.services@bonmarche.co.uk with your order number, and we'll look into this for you as quickly as possible.
We apologise again for your experience and hope to have the opportunity to put things right.
The Bonmarché Team
I bought two jumpers here while on…
I bought two jumpers here while on holiday, only to discover I was charged full price. The shop had mixed non-sale items directly onto a designated sale rack. Under the Consumer Protection from Unfair Trading Regulations, this is an illegal misleading action designed to trick shoppers at the point of sale.When challenged, a staff member actively defended the practice, falsely claiming they are allowed to mix the stock. While management has since admitted fault to me, they are now purposefully being avoidant and refusing to refund the price difference.Disgraceful and illegal customer service. Avoid this shop unless you want to be misled and ignored. I will be escalating this to Trading Standards
13 juli 2026
Review zonder uitnodiging
Appalling online service
Appalling company to buy anything on-line. I ordered a pair of shorts for my holiday. They told me that the delivery option was 14 days from order to shop. The order was placed on 3/7/2026. Today it is 22/07/2026 and still no delivery or expected delivery date.
3 juli 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Thank you for taking the time to share your feedback. We're sorry to hear that you've been disappointed with your experience.
Having investigated your order, I can confirm that your parcels have arrived at your selected store and are ready for collection. We have also attempted to contact you on a number of occasions to let you know that your order is available, but unfortunately we have been unable to reach you.
We sincerely apologise for any confusion regarding the delivery status and appreciate how frustrating this must have been, particularly when you were waiting for your holiday order.
If you require any further assistance, please don't hesitate to contact our Customer Care team and we'll be happy to help.
The Bonmarché Team
Thank you to sakia for helping me…
Thank you to sakia for helping me today. Perfect
20 juli 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Mrs Caley,
Thank you for taking the time to leave us a review.
We’re delighted to hear that Sakia was able to help you and provided such a positive experience. We’ll be sure to pass your lovely feedback on to her.
The Bonmarché Team
The customer services is atrocious
The customer services is atrocious. I ordered a swimsuit using a new card on my account on 23 June 2026. I have shopped for many years with Bon Marche. They took the payment twice from my bank card but on both orders it was marked “Order Failed” so I obviously have not received the goods. I contacted them by Online Chat, emailed on two occasions and rang Customer Services twice. On the first occasion I was told that the information would be sent to the Finance Department for a refund. I have waited 27 days and when I telephoned again this morning I was told I should contact my Bank and ask for a charge back. I then asked to speak to the Finance Department or a Manager and was told I could not do that, I then asked for the name of the person I was speaking too and she put the phone down. How disgraceful, when the Company have taken payments from my card and not supplied goods. I am owed £47.22 and I want my card refunded. I will be writing to their Head Office. Maybe I will also contact “Lorraine”
I won’t be buying from Bon Marche again. They have lost a very good customer.
20 juli 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Jackie,
We’re very sorry to read about your experience. We completely understand how frustrating and concerning it must be to have two payments showing on your account when both orders were marked as failed, particularly after you contacted us several times and waited 27 days for a resolution.
We’re also extremely concerned to hear that your call was disconnected when you asked to speak with a manager. This is not the level of service we expect our customers to receive, and we sincerely apologise for how this matter has been handled.
We would like to investigate the two payments totalling £47.22 urgently and ensure you receive clear support. Please contact us directly with your order and payment details, quoting this review, so that a manager can review the matter.
We’re truly sorry that we have let down such a longstanding customer.
The Bonmarché Team
I would like to give a big shout out to…
I would like to give a big shout out to Kyle in customer service who was kind, courteous and successfully provided me with a long awaited refund for items I returned by post, having emailed the Company 3 July and not received i response. In future I will be more incline to shop in store as this was my first online purchase from the Company and I hadn't appreciated i couldn't return an item to a shop as I had paid by PayPal. The postage was £4.25. Other stores can manage to accept returns paid for by PayPal at their stores. I only received my refund because I rang up and asked why the Company hadn't replied to my email and how long would it be before I received a refund. It's doesn't take 17 days to reply to an email.
20 juli 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Sheila,
Thank you so much for taking the time to leave us this wonderful review.
We're delighted to hear that Kyle was able to assist you with your refund. We'll be sure to pass on your kind words to him – we're sure he'll really appreciate the recognition. Providing friendly, courteous, and efficient service is something we pride ourselves on, so it's fantastic to know Kyle delivered just that.
We're also sorry to hear that you didn't receive a response to your initial email, and we appreciate your patience while this was being resolved.
Thank you again for your feedback, and we hope to welcome you back to shop with us again soon.
The Bonmarché Team
They dont like you paying by PAYPAL
I ordered a swimsuit online as I had visited the store but the sizes they had in stock were limited and didn't have the size I wanted to try. The swimsuit arrived pretty quickly but its too short in the body but I cant take it back to store as I paid PAYPAL so I have to pay postage to return it WHY???? I wanted to try a size bigger , cant be bothered with the faff and definitely will not be buying from Bonmarch again
17 juli 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Frances,
Thank you for taking the time to share your feedback.
We're sorry to hear that the swimsuit wasn't the right fit and that the returns process left you feeling disappointed.
Unfortunately, when an order is paid for using PayPal, our stores are unable to process the refund due to the way PayPal transactions are handled. In these cases, the item needs to be returned to our warehouse, where the refund can be processed back to your original payment method. We appreciate that this isn't as convenient as returning your item in store, and we're sorry for any frustration this has caused.
Your comments regarding both the sizing and the returns process have been noted, as we value all customer feedback and use it to help improve our service.
We hope you'll consider shopping with us again in the future.
The Bonmarché Team
i made a return and the person i…
i made a return and the person i chatted with helped me out straight away her name was Sakia and resolved my problem asap
19 juli 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Nicky,
Thank you for taking the time to leave us such a lovely review.
We're delighted to hear that Sakia was able to assist you with your return and resolve your query so quickly. We'll be sure to pass your kind comments on to her, as we're sure she'll be delighted to receive your recognition.
Thank you again for your feedback. We hope to welcome you back to Bonmarché again soon.
The Bonmarché Team
Delivery address mistake
I made a mistake with a delivery address and needed to change it, was put on a web chat with Sakia. As the order was new it hadn’t yet shown up on the computer but when it did it was promptly accessed and the delivery address changed. First class service.
18 juli 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Sue,
Thank you for taking the time to leave us such a fantastic review.
We're so pleased to hear that Sakia was able to help with your delivery address change and that she resolved everything as quickly as possible once your order became available. It's great to know that her prompt and efficient service made such a positive difference to your experience.
We'll be sure to share your kind feedback with Sakia – she'll be delighted to know her efforts were appreciated.
Thank you for shopping with Bonmarché. We look forward to welcoming you back again soon.
The Bonmarché Team
Bonmarch chat line
I spoke with Brandon who was very helpful and sorted my refund for me .
17 juli 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Rhonda,
Thank you for taking the time to leave us such a lovely review.
We're delighted to hear that Brandon was able to help you with your refund and provide the support you needed. It's wonderful to know that he resolved your query quickly and made your experience with our web chat a positive one.
We'll be sure to pass your kind comments on to Brandon, who will be delighted to receive your recognition.
Thank you for choosing Bonmarché. We look forward to welcoming you back again soon.
Kind regards,
The Bonmarché Team
wonderful experience
had a wonderful experience this morning with customer service, I was chasing 2 refunds which was overdue, I spoke to a lovely person called Kyle who was so professional and dealt with my enquiry with kindness, he is a Credit to customer service, he has a lovely way about him and he got the job done, I went away a happy customer.
17 juli 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Tracey
Thank you for taking the time to share your wonderful feedback.
We're delighted to hear that Kyle was able to assist you with your overdue refunds and that he provided such a professional, kind, and efficient service throughout your call. It's fantastic to know he was able to resolve your enquiry and leave you feeling like a happy customer.
We'll be sure to pass your kind words on to Kyle and recognise him for the excellent service he provided. Feedback like yours means a great deal to both our colleagues and the wider team.
Thank you for choosing Bonmarché, and we look forward to serving you again soon.
The Bonmarché Team
Problems with processing refunds
Their online customer service is atrocious. I returned items and awaited a refund, had not heard anything or had any acknowledgment that they had received my return so after almost 2 weeks of waiting gave them a call to enquire. Very unhelpful, told me I would have to wait another 5 days until the items were processed for a refund which would have taken it way over the 14 days refund policy they state on their website and all correspondence.
I requested numerous times to speak to a manager and they put the phone down on me twice. Eventually managed to speak to someone who did sort the refund. Was told to write and complain so they could investigate- heard nothing for 4 weeks so chased a response to receive the generic response they reply to all negative comments as shown here.
Sadly, they’re just not interested in listening to customers and try to make it as difficult as possible to get a refund! It’s a real shame as their clothing is good value.
1 juni 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Hayley,
Thank you for taking the time to leave your review.
We are sincerely sorry to hear about your experience and apologise for the frustration caused by both the delay in processing your return and the level of service you received when contacting our Customer Service team. This is not the standard of service we aim to provide.
I have now personally reviewed your case and have reached out to you directly to discuss your concerns and provide the outcome of our investigation.
We genuinely appreciate you bringing this matter to our attention, as your feedback helps us improve both our processes and the service we provide to our customers.
Kind regards,
The Bonmarche Team
Bad experience sent dress back faulty…
Bad experience sent dress back faulty rang customer services said no trace of item through code sent by evri. Evri said they had delivered it. They dont answer messages either left on contact page. Wont be dealing with them again😡
Since leaving review I have received e mail to say refund is on the way and received it the next banking day
16 juli 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Linda,
Thank you for taking the time to leave your review. We're sorry to hear about your experience and appreciate how frustrating this situation must have been.
We have attempted to contact you directly via Trustpilot to obtain your contact details so that we can investigate what has happened with your return. Unfortunately, we haven't yet received a response.
We'd still very much like the opportunity to look into this for you. If you're able to reply to our Trustpilot message with your order number and contact details, we'll investigate this as a priority and work to resolve the matter as quickly as possible.
We hope to hear from you soon.
The Bonmarche Team
Very disappointing service at the Newton Mearns Branch
Very disappointing service at the Newton Mearns branch. I asked for help finding the correct size, but the sales assistant was eating a sweet while speaking to me and repeatedly replied, “Everything’s out,” without offering any assistance.
I was also returning items and wanted different sizes, but received the same dismissive response. The clothes are lovely and good quality, but the customer service was extremely unhelpful and unprofessional. Not sure if I would go back.
16 juli 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Mrs Linda Burns,
We’re very sorry to hear about your disappointing experience at our Newton Mearns store.
You should have received friendly and attentive assistance when looking for alternative sizes and returning your items. The dismissive response and unprofessional behaviour you described do not reflect the standard of customer service we expect.
We appreciate your positive comments about the quality of our clothing and are sorry that the service you received has left you unsure about returning. Your feedback will be shared with the store’s management team so that this can be addressed.
The Bonmarché Team
A poor experience in the Newport store.
A poor experience in the Newport store.
Having chosen an item with only one available in my size. I wandered around looking for another item. I got the distinct impression that a shop assistant was keeping an eye. She seemed to come along tidying rails everywhere I went. Said garment fully visible in my hand. Very poor customer awareness and service.
Having worked as a manager in a large retail store, I am fully aware of different scenarios . Last time I spend any money in this store !! and would certsinly not recommend.
15 juli 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi,
We're very sorry to hear about your experience in our Newport store.
We want all customers to feel comfortable and valued while shopping with us, so it's disappointing to learn that you felt you were being watched rather than assisted. We appreciate that this left you with a negative impression and detracted from your visit.
Our colleagues should be approachable, attentive and focused on providing a positive shopping experience, and we're sorry that this was not reflected during your visit. Your feedback will be shared with the store management team for review.
Thank you for taking the time to bring this to our attention, and we apologise that we have left you feeling let down.
The Bonmarché Team
Excellent customer service- the personal touch
I had a query relating to my loyalty card when shopping online and using the app.
Each time I emailed, the customer service employee responded, very swiftly, often beyond regular business hours.
Following on from a dip sample, the customer services manager, Levi, contacted me directly within minutes of sending my final query. Please see below an extract from the email which I sent to him.
I would like to say thank you directly for your excellent customer service this afternoon, you certainly understand the business, and the customer, dealing in an exceptionally friendly yet highly professional manner. I really appreciated the telephone call, in a fast, on-line economy, the personal touch is highly regarded. The right person for the job!
In any occupation, organisation, or profession, things do not always run smoothly. It is how they are dealt with that is remembered.
Of wider mention, is the speed that everyone responded to my queries, often beyond regular business hours. Thank you to all.
Whenever I have visited any of the stores, they are well stocked, tidy and easy to move around- not cramped, or trip hazards from base units/displays.
15 juli 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi,
Thank you so much for taking the time to leave such a thoughtful review.
We’re delighted to hear that your loyalty card query was handled quickly and professionally by Levi and the wider Customer Services team. Providing a personal and friendly service is incredibly important to us, so it’s wonderful to know that the telephone call made such a positive impression.
We also really appreciate your kind comments about our stores being well stocked, tidy and easy to move around. Your lovely feedback will be shared with everyone involved.
Thank you again for your kind words and continued support.
The Bonmarché Team
I am unable to place an order as the…
I am unable to place an order as the website does not allow anything but instore collection or an old address used by a friend.
Nothing received until I submitted a review to Trustpilot.
6 juli 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi J Walsh,
We’re sorry for the difficulty you have experienced when trying to place your order, and for the delay in responding to you.
We understand how frustrating it must be to see only store collection or an old address at checkout. Please contact our Customer Services team, quoting this review, and we will assist with your account details and available delivery options.
The Bonmarché Team
Thankyou
Would like to a say a huge thankyou to Louise & Diane at the Torquay store for helping me with choosing a lovely summer dress
14 juli 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi Joanne,
Thank you so much for taking the time to leave us such a wonderful review.
We're delighted to hear that Louise and Diane at our Torquay store were able to help you find a lovely summer dress. We'll be sure to pass your kind comments on to them, as we know they'll really appreciate the recognition.
We hope you enjoy wearing your new dress, and we look forward to welcoming you back to Bonmarché again soon.
The Bonmarché Team
Buyer beware. Terrible customer service
I am giving this company 1 star only because there is no option to give zero or negative stars.
I returned an item on 19 June, and it was delivered on 23 June. Despite this, I have still not received my refund or even an acknowledgement that the return has been received.
I contacted customer service via online chat on 9 July, and I was told they had received the item on 1 July. Today is 14 July, and I still have no refund and no confirmation that my return has been processed.
This level of customer service is extremely disappointing, and I would not recommend buying from this company based on my experience.
23 juni 2026
Review zonder uitnodiging
Antwoord van Bonmarché
Hi,
Thank you for taking the time to share your feedback. We're very sorry to hear about your experience and understand how frustrating it is to be waiting for a refund without receiving an update.
This is not the level of service we aim to provide, and we'd like the opportunity to investigate what has happened. We have sent you a direct information request via Trustpilot so that we can gather the details needed for our senior team to review your case thoroughly and work towards a resolution as quickly as possible.
Once you've responded to our request, we'll look into this directly and keep you updated throughout our investigation.
We appreciate you bringing this to our attention and hope to resolve this for you soon.
The Bonmarché Team
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