Bonmarché Reviews 

Dealt with Sakia today and had an easy experience regarding my problem. Thank you.

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!

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.

Great customer service, needed to chase an online return, all sorted quickly and efficiently

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!

Brendon was extremely helpful
The website is very difficult to navigate to the chat but great when you get there

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.

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.