B&M Stores Reviews 5,811

I was very worried about needing to return a faulty item and was told by the store to contact customer service. The call went very well, Lisa was so helpful and kind and made everything straightforward and easy to sort out. I was able to take the item back and it was all sorted. I'm very grateful for her support, thank you Lisa!

We recently bought a cot bed from one of the B&M stores which unfortunately had some issues with it after 3 days. We didn’t have a receipt however upon calling the customer service team and speaking to a lovely women called Jane. She was able to send me a copy of my receipt by tracing the time and date of my purchase. I am now able to return my item. Jane was even able to guide me through my Apple wallet as I was unaware the cards link to Apple Pay have different cvc numbers which is why mine wasn’t initially showing up after multiple attempts.

Thank you very much for your time today 🙏

I purchased a Rolson grow house for my tomato plants and after a couple of weeks, a split appeared in the covering where it was joined to the zip. It was only a couple of inches and as I had already put my plants in it, I decided it could still be used. However it split more over the next week or so and another split aappeared along the opposite zip.
I decided to ask for a replacement or a refund but it was beyond the 31 days allowed and as it had been erected and taking it down would put my plants at risk, I took photos of the damage along with a photo of the receipt and emailed them to customer services to ask if they could help by issuing a refund or credit note.
They replied telling me to return it to the store as they were unable to raise a refund. I explained why I couldnt take the item back. They replied telling me again to return the item to the store and again I explained why I couldn't.
They emailed again explaining they didn't have the facility to raise a refund snd to return it to the store. I explained a 3rd time why that was difficult and asked if they could email me authorising the store to issue a refund without me having to dismantle the product and putting my plants at risk.
They completely ignored me and I never received a reply.
I've now bought a replacement from elsewhere, which I'll transfer the plants to enabling me to return the damaged grow house and hope I'll get a refund as its now over 31 days.
B&M customer services is a joke, proved to be totally unhelpful and useless and the Rolson grow house is not fit for purpose.
B&M have replied to my review with an unhelpful and useless answer. You couldn't make it up

Lots of options, good prices and nice atmosphere. However the lack of cold beverages loses them a star

I was shopping with my mother (who is 79) and I had seen the security guard violently grab a young girl who looked no older than 14 absolutely vile the security guard who was working at Sunderland retail park should be sacked!!! Grabbing a child like that is absolutely disgraceful and should not be enforced this incident had happened on the 19th of may 2026 at around 17:00 I hope something will be done about this!!!!

B and M have sold me plants that were diseased and are refusing to refund on the items. They are going against the following legislation: When buying or selling live plants in the UK, consumer protection intersects directly with strict biosecurity and plant health regulations. If a consumer purchases a plant that turns out to be diseased, two primary frameworks come into play: The Consumer Rights Act 2015 (for the buyer's financial protection) and UK Plant Health Regulations (for environmental protection and biosecurity).

1. Consumer Rights Act 2015 (The Buyer's Protections)
Under UK consumer law, plants are treated as "goods." When a consumer buys a plant from a trader, it must meet three core criteria: satisfactory quality, fit for purpose, and as described.
If a plant is sold with a disease, it violates these criteria.
The Right to a Refund or Replacement
The 30-Day Short-Term Right to Reject: If a consumer discovers the plant is diseased within 30 days of ownership, they are legally entitled to a full refund.

According to their suppliers, photos showing multiple brown spots all over the leaves that have spread from one plant to another 'show no signs of any problem'. I purchased in good faith after being assured at the point of purchase (because I had requested a discount due to the damage) that the browning on the edges of ONE plant was just from lack of water and that the plants had just arrived that day. Carried them both home in the same bag and planted them up. The disease has since spread from the bottom leaves of the first plant to all over and the second plant that was perfectly healthy at purchase. The customer service team have been going backwards and forwards, first telling me to send photos and proof of purchase, then say that no refunds are offered on any plants once they have been purchased... (then why ask for photos and proof of purchase). The plants are clearly diseased. Now customer services have shut me down in the last message (literally 5 days after first raising the issue, and a day after raising it via Resolver) when I'm sure if you are part of a customer service team you know that a complaint has 30 days until it is escalated to the next level. Which is what I will be doing.

I got a parking ticket from G24. I contacted B&M head office and they had it cancelled straight away.
B&M Leytonstone is my local branch, I love browsing because they always have something new. You can bet I always come out with a lot more goods than I originally went in to buy.
The only thing I would like to suggest is more trolley's (you'll get people buying more lol) and opening more tills when there's big queues...more people are likely to visit in their lunch hour.

B and m your prices are not up to date on your
tills you have garden peat on for £ 4.99 when we got to the till it was £ 5.99 not on

I recently had a scare when I thought I found glass in a tin of salmon purchased from B&M. I contacted their customer service team and received a very prompt, reassuring reply from Isabelle.
She took the time to explain that canned salmon can naturally form hard mineral crystals called "Struvite," which look exactly like glass but are completely harmless. To be sure, I tested the fragments in lemon juice for 15 minutes—they softened up perfectly and crushed easily with a spoon, proving she was exactly right!
A huge shout-out to Isabelle for her fantastic, knowledgeable, and transparent customer service. She handled my concern perfectly and completely restored my faith in shopping at B&M. Excellent service!

Very quick to reply to a problem I had I normally don’t ask for a receipt but I needed it for a competition I won on a store item ! Emailed customer services within 2 email replies got a digital receipt to prove I actually purchased the goods the competition was asking for 🙏

I was very disappointed when I bought a conservatory sofa and two chairs to find that one of the cushions was the wrong colour
My review today is not reviewing the product but is reviewing the excellent service I received from B & M Customer Service.
I filled in a complaint form on Sunday and by Monday not only had I received a reply but also a phone call and the offer of a gift voucher to compensate me. Must admit I cannot complain they were extremely efficient and helpful. I’ll give them five stars but the product only got four stars. That’s why my overall rating is only four star.

We were at Berwick Tweedbank on holiday at the weekend. Unfortunately, we experienced an issue with my mums wheelchair. The wheel locked. Marie stopped to help us, she got us a wheelchair to use in store and also went to ask her colleague Ged from the garden centre to help us. It was a minor fix! I didn’t realise Marie was just finishing her shift, but what a lovely lady to help us just before her shift finished. I was overwhelmed by the kindness of Marie and Ged, they deserve so much recognition, they are a credit to the store!!!!

Needed a receipt for a return and received very quickly over email.

What a great place to buy stuff speak to the lady on the second till from the office she called a guy named Dan he got me all the stuff I needed to complete my job thanks to both of you what an asset to have these kind people working in the harwich store kind regards ray

I rang customer service after having a faulty Hoover, they found the receipt online for me and sent it to me via email, as I hadn’t kept it, and said it could be brought into the store for a refund. Very helpful thank you

This happened in the B&M at 139-139A, High St, County, Stockton-on-Tees, Durham TS18 1LW.
My friends and I experienced rude behaviour from the staffs and security guards.

A staff member accused one of us of being rude but she couldn’t even point out who exactly was rude, she just said “one of you guys” we were then all asked to leave the store without a valid reason and without even paying for our things.

Even when we apologised, the staff member said “you will be sorry”. This made us feel very uncomfortable and targeted.

Even after we left, the lady staff and the security guard stood at the entrance of the door making faces and expressions towards us like they were children.

Overall the situation felt unprofessional and upsetting. Do better B&M.

The staff at B&M were extremely helpful with dealing with my enquiry and managed to fully resolve it without any issue at all!!! All credit to the wonderful staff there!!!

Leeds Road Retail Park Huddersfield.
Can't express my appreciation and gratitude to the staff at this store in Hudds, especially TJ in Toys.
With the state of the Pokemon TCG hobby at the moment its lovely to see staff, ensuring fairness with access to product for everyone, rather than one person buying the whole lot only to resell at double the price online.
Every staff member shared the same sentiment for scalpers but TJ's customer service was amazing.
Had very happy niece and nephew yesterday when I gave them their booster packs!

Bridgwater store, still waiting at 8:07 and counting for them to open the store. Some customers leaving!

I was treated appalingly when i tried to return a faulty air fryer which they refused to do. Refuse to return.