Bonmarché Arvostelua 

Wife bought a pair of trousers online and they said they would refund the trousers and delivery and return postage . They refunded the item and delivery but not return postage .
Three phone calls and numerous emails they promised to refund postage but still haven’t . After customer services escalating it they still have not replied. She wants more than just postage back to restore her faith in the company.

This is a review about customer service on the Bon Marche web chat. I had an issue with a returns parcel. I sent 2 items back but they had only refunded on one item. I thought I would just get an AI response on the web chat, but it was a real person who sorted it out to my complete satisfaction. Thank you Brendan.

Contacted customer services to ask how long it would be for my returns to be refunded. Brandon was extremely helpful and helped with my issue. Thank you Brandon keep up the good work 👏

Bought a swimsuit online as size not available in store. I usually pay with paypal! Sadly item was not suitable so organised a return! To my surprise because I used paypal - was told I had to pay to return the item! Did this and it took 8 days to arrive at their returns hub in Wakefield, which is approximately 10 miles away from where it was dropped off. Still no sign of the refund! Coincidentally, I did a return today for some items ordered from China through Temu. Sadly they had to be returned, however, I was refunded in full through paypal within 4 hours of dropping off my parcel at the same Evri point as the Bonmarche item! Not impressed with Bonmarche and their returns - will not be purchasing online again ........

Brandon was very efficient and delt with my issue quickly and professionally

I contacted customer services online and 'spoke' with Kyle - given 5 stars as he answered my query quickly and efficiently 😊

Item not just too big but about 4 sizes too big. Poor quality. No proper return slip. Had to fill in all the details by hand and find my own delivery label. Very poor service. Will not order from them again

The chat team provided excellent help with my query. Sakia was amazing very quick at answering my query.
I did not receive an item, she investigated and let me know that it was no longer in stock and explained I would receive and refund. Thank you Sakia!

Ordered a pair of trousers but had to return because our local store closed after the delivery charges and the return charges came to nearly the same as the item trouble is the refund has still not been returned to me after 28days very poor service and will not buy from bonmarche again it's a pity because I used it regularly

I bought two dresses and returned them both. I had to pay the return postage because i paid for them using PayPal. When I finally received my refund the original postage of £3.50 was not refunded therefore I am £7.50 out of pocket. I will never shop with this company again

Have visited the Aberdeen store several times to look for items for my Mum. There is always a lack of size choices so end up ordering online. On each visit I witness one member of staff who seems to go out of her way not to help, she is abrupt, bordering on rude in tone, and clearly does not enjoy engaging with or helping customers. Today, in a very quiet store, she couldn't even help a lady find an item in another size. Not sure what the hire process is like, the experience or training but maybe others, like me, will just go online to avoid the in-store indifference!

Had to return a couple of items via post. Spoke to Zahra on the live chat who completely sorted my query in minutes. Would highly recommend Bon Marche for customer service, products and selection. Their clothes are fab!!

Very helpful team specially Sakia , my problem got resolved and I’m very Happy with the outcome.

Bon Marche use Evri for their delivery, and Evri lost my parcel. Bon Marche cannot replace the items, I have to reorder. I had a 25% off voucher when I originally ordered and now there's nothing. I asked their customer services if they would provide me with a new code and they said no! So what was a £40 order last week is £50 this week through absolutely no fault of my own. Terrible customer service.

I ordered an e voucher on 2/9/26 paid for it straight away and am still waiting for it it’s now 19/9/26 and can get no response from bon marche I’ve rang and waited 40 plus minutes to then explain my situation only to be cut off no reply to Facebook msgs no reply to emails terrible customer service

I returned items as instructed in August and had no refund. Used the chatbot this morning and Zahra was super helpful and efficient - 5 stars for Zahra. 3 stars for the shoddy processes that force you to follow up.

I ordered and pays for a swimming costume for store pick up. Three weeks later despite phone calls I kept getting fobbed off. Now I’m told item isn’t available even though it’s still available on their website. Useless!

Think carefully before placing an online order with this company .. Firstly it takes well over fourteen days to be delivered to one of their stores .. Secondly do not pay with pay pal !
You will not be able to refund the item in store.
You are also charged for returning the item .. Again a long wait for the refund. Tried several times contact customer service on the phone without success . From placing the order on the 24th August it’s been nothing but stressful .. Only today 18th September my luck changed after waiting on the phone, staff member called Elias answered and actioned my refund !!

Thank you Elias for your help today !

Won’t be ordering again !

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 packaging- beautifully folded in individual bags with card, tissue paper and separate hanger. This puts other online retailers to shame. 5*

Cons: unfortunately the company is let down by postage costs and return costs. This will definitely make me think twice before ordering with them again.

I've been waiting for a refund so did an online chat.
Brandon was extremely helpful and explained there has been some delays with refunds.
He kindly sorted the problem in no time.
Excellent customer service😀