B&M Stores

Rohana

United Kingdom

1.0

Thank you to B&M team who assisted me with cancelling a parking ticket issued at their Luton branch car park. Very helpful and sympathetic. Thank you so much for your help.

Jen

United Kingdom

5.0

Excellent service from Jack at Exeter Rydon Lane store. He went above and beyond in finding what I wanted. He was extremely helpful and I very much appreciated it amd he really stood out to be a valuable member of staff. Thank you

customer

United Kingdom

1.0

In July, I visited B&M’s Seaham store to buy a glue gun - a simple household item with no visible age restriction on the shelf or on their website. What followed was one of the most ridiculous customer service experiences I’ve ever had. The sale was refused under Challenge 25 - not because I looked underage, but because another adult I was with placed the item on the counter and didn’t have ID. I was then told by a staff member (Moira) that if I went back, picked it up myself, and requeued, they would allow the sale. I did exactly that - only to be refused a second time, now with the excuse of “proxy sale.” Completely contradictory and farcical. The situation escalated when I asked to speak to a team leader. I was told by a senior staff member (Leigh-Ann) that it’s a legal requirement to carry ID in the UK - which is outright false. A few minutes later, the store manager admitted I was correct. No apology, no accountability. To make matters worse, I later went to another B&M store nearby and bought the exact same glue gun without any restriction or request for ID. So clearly this “policy” isn’t even consistently enforced. When I raised a formal complaint, I was told that “correct procedure” had been followed - despite: Staff giving me incorrect advice, A senior colleague providing false legal information, No age restriction shown online or in-store, Contradictions between stores and staff, And their own buying team later removing the age restriction entirely after my complaint. So to summarise: No apology, No goodwill gesture, No accountability, And repeated copy-paste responses from Julie in their CEO complaints team, who refused to acknowledge most of the serious points raised. If you're lucky enough to have a smooth experience, great. But if anything goes wrong or you dare to question something? Expect contradictory policies, made-up legal claims, and robotic responses that don’t address your complaint.

Tracy Ellis

United Kingdom

5.0

Fantastic support from the central customer services team (Clare) when I received a parking ticket for not realising it was privately managed parking and overstaying the time limit- I'm a Blue Badge holder so slow in mobilising. Despite it not being a B&M car park Clare kindly listened, took my details and offered to liase with the private management. Her offer of help was gratefully received and would have been enough in itself but I was over the moon when the parking charge was cancelled. I can't thank her enough for being kind in my panic and helping me take this forward. An absolute star x