Bonmarché Arvostelua 

Had a web chat a couple of times with a gentleman called Brandon. I had occasion to return goods and was waiting on a refund, First time I contacted I didn’t have my post office receipt as I was at work so advised I would send a copy when I got home. Was lucky to get Brandon again, attached my receipt, he quickly confirmed the goods I had returned and apologised and confirmed I would receive my refund within a few business days. He was lovely and personable and left me feeling valued so thank you Brandon

I contacted Bon Marche via Live Chat to find out why I hadn't received offers/discounts etc by post for several years. I connected with Brandon who kindly checked and informed me that I had been taken off marketing preferences, for some reason. He immediately put me back on the list and apologised for what had happened. Very pleased.

Ordered clothing on line (Sept 26).
Bonus Club discount was not applied,.
Phoned Customer Service: left hanging in the line for 30 minutes.
Tried Customer Chat (robot) : told I would be connected to team. 20+mins later, still waiting.
Tried Helpline Number on back of Bonus Card and got “ this number is no longer recognised”
GREAT SERVICE - N O T! ABSOLUTELY UNACCEPTABLE AND DISGRACEFUL
Anyway, after a very long time a lovely Customer Service lady answered, and spent a very long time sorting out, and re-ordering, my items. She was extremely helpful, very patient and had a lovely , cheerful manner,m despite me making mistakes.
I am so very grateful to you, Tando. You deserves a pay rise. Thank you

I orded some jumpers yesterday and it said 3 to 5 days and there was delived today that's 1 day just can't belive it well done bon marche

I had made a return via Evri but had not been registered with Klarna. Customer services via webchat processed refund quickly with no issues at all.

Three weeks after returning three items, I am still waiting for my refund. I contacted them on their 'chat' thing and was eventually told that a refund was on its way. However, that was several days ago now, but nothing has appeared in my bank account. I won't be using this site again!

Why is it so difficult to contact customer services either by message or phone. Gave up trying to phone so sent a message 4 days ago and still waiting for a reply.
Poor customer service

Web Chat with Brandon regarding a return that I had made on 01/08/2026. He found that there was a problem with my refund at their end, which he amended and resolved.
I received an email regarding confirmation of the refund from Bonmarche and PayPal.
Brandon thanked me for my patience while waiting and sorry for the inconvenience caused.
I thanked him and said Have a nice evening. He replied You too.

Brandon on web chat helped me with a refund that i had not received. He was very helpful and after giving him details of my return he dealt with it straightaway and couldnt apologise enough.

I had to return an Izabel item by post 4 weeks ago (not allowed to take to store). Postage tracking proves they received it. Customer service confirms they have it. Yet I'm still waiting 4 weeks later for a refund. Live chat never works. Customer service just tells me to wait another week. Absolutely ridiculous in this day and age that a refund takes this long.

Contacted the web help, got connected to Brandon who very quickly and efficiently sorted out my query, many thanks

Bonmarché continues to send promotions and discounts to my correct address, yet the Android apps fail at every essential function. Account setup does not work, login loops occur repeatedly, Bonus Club information does not update, and it is impossible to reach checkout. There are two apps to choose from, and neither of them allows a customer to complete a basic transaction.

The app still shows the Sale store as open, even though staff informed me during my last visit that Sunday trading had ended. I suggested that the store should at least open on the monthly Makers Market Day, when Sale is extremely busy and footfall increases significantly. That busy day was the reason I signed up again. It is unacceptable that the app displays outdated store information.

I used to shop at the Manchester and gave up using the app once before due to the same failures. It is extremely frustrating that these issues remain unresolved, especially when Bonmarché is actively promoting offers that customers cannot redeem.

I would like to compliment Zora and Laura in the Sale branch for their excellent customer service. They were attentive, friendly, and went out of their way to help. Their professionalism deserves recognition.

I have been unable to get to the store for the past three months and I am now reliant on the app. Bonmarché is promoting offers while providing an app that does not allow customers to complete a purchase or access accurate information. This is a serious operational failure that needs urgent attention.

UPDATE:
Thank you for your reply. I have provided the detailed information requested by email, including the fact that your reply originally bounced to ‘postmaster’ and that I received Bonmarché emails at an incorrect Gmail address, including a ‘Thank you for joining’ message and a ‘Thank you for your recent purchase,’ despite not making a purchase. This confirms that the issues are not isolated app glitches but wider digital and account management faults.

I hope this will now be escalated properly, as I rely on the app due to limited access to stores. Accurate information and a working checkout are essential, and I look forward to seeing meaningful improvements.

Quick response by Brandon on Web Chat in customer services, slow delivery to store but appreciate the update. Thanks :)

I did not have a great experience of shopping online with this company. The range of goods was fine but the returns process was poor. I had to return 2 items one branded. I posted the branded item and took the other one back to the shop. However the assistant would not accept the email order so I posted it the next day. Quite annoying as I paid twice the postage. Refund was received for 1st item but not 2nd one. On querying this I was informed the 2nd item had not been received back. After checking this with Brandon from customer service the problem was sorted and a refund is expected in next few days

I placed an order ( on 11th August. I contacted them via live chat as i had not received the order and was told that delivery was just taking longer even though on the EVRI website tracking it had not moved at all. Last week I contacted Bon Marche again and was advised that the order had been lost by EVRI and was advised that a new order could be sent by express delivery which i agreed to. By the Thursday I had still not heard anything and did not have a new order number so I contacted them again. I was then advised that there were problems with the warehouse. I said that I would keep the order but only if it could be despayched that day but I was told that they could not promise this so I agreed to a refund. I was advised this would take 5 to 7 days but 8 days later I still do not seem to have refund. I am still out of pocket and did not receive the items I ordered some considerable time ago I have contacted them again today and they have said that the refund failed but have not given a reason. I am now told it will be another 14 days. I do not think that they care about their customers as I was not even offered a discount off future purchases for all the inconvenience

Crumbs how do you ever sell anything, webpage jammed up and dont answer the order service line, fed up.

Customer services are non existent. Error message when you try to use the online enquiry form . Forget phoning them you will never get through. I have an order that has only been part delivered and that was because it's from a franchise warehouse. I've got no way of contacting them chat doesn't work either. The parcel never got to evri by the look of it, status has been at " we're expecting it" since 24th of August. I will not shop with them again because you cannot contact them. Appalling.

As usual the shipping, delivery and quality were all of a great standard, many thanks

Agent was very polite and helpful. However, I believe due to company targets, and expectations customer service agents are required to have numerous chat interactions open at the same time. These standards/ targets increase wait time considerably, luckily in this case the agent personally increased my score from 0 to 3. He personally would have been awarded 5 but im guessing unrealistic target expectations reduced the score considerably. I would suggest the minimum chats open at one time is reduced to increase customer satisfaction.

I contacted Bonmarche online chat. I was connected to Brandon, who replied quickly and solved the query with my order issue.