B&M Store

I just want to say a huge thank you to the amazing staff at B&M Thornbury, especially Lily and Asrar, for going absolutely above and beyond to help me yesterday. What could have easily been brushed off as “not our problem” was anything but. The staff went so far beyond what I would ever expect from their usual roles including checking tills and searching through transactions and even checking CCTV to get to the bottom of things and make sure everything was sorted. Thanks to their patience, kindness and genuine determination to help, both my niece and I walked out of the store with the item we wanted and, more importantly, huge smiles on our faces! It’s not often you come across customer service where people genuinely go out of their way like this, and I really hope Lily, Asrar and the rest of the team get the recognition they deserve. Thank you so much, you turned what could have been a really disappointing situation into such a positive experience. ❤️ Please make sure Lily and Asrar know just how appreciated they are!

It's always easy to visit this branch of B&M. The parking is so easy, and free and the store has everything I need when I call. Some of the other stores in the area are a lot larger, but don't seem to stock all the things I call in for.

Appalling customer service l received at the store today 2nd April 2025 just after 4pm at the hands of the Deputy Manager...who refused to give me her name....possibly for fear of being reprimanded for her appalling customer service and behaviour towards me. What an awful experience on such a lovely sunny day, which had to end with such aggressive, rude, incorrect and unproffessional behaviour from a person who called herself the Deputy Manager of the store. I tried to return a pair of pink rubber/plastic clogs sized 3/4 which were too big for my child, so thought l could just return them. They are spotless, unused still have the tags on and l have a valid receipt. They were tried on...simply stepped into and out within seconds to be told they were too big and l'd popped them back into the carrier bag to return on my next shopping round. However when l got to the store the Deputy Manager advised they were non-returnable...due to hygiene reasons....she explained clothes, footwear are all non-returnable...for instance if the person trying them on has a verrucca then they would be passing this on...l advised the employee, l wasn't advised the clogs would be non-returnable at the time of purchase? Also wasn't aware of a hygiene policy around footwear? I could understand the policy around under garments/underwear but footwear was unheard of? I also advised her that l had purchased some pillowcases on a previous shop...when another employee advised me at the til that bedding was non-returnable? So l put them back as l was unsure of the colour, but was never advised regarding the footwear...the Deputy Manager confirmed the pillowcases could have been returned but not the footwear. Never the less l accepted her reasons and returned another item (stationary) which she also refunded incorrectly...the item was £3.50 and she refunded £2.00 back to my card...after putting through the wrong item on the receipt...when l'd mentioned it, she gave me the difference in cash. So l left the store feeling confused so l checked their returns policy online and like l thought there was no mention of footwear being non-returnable...so ofcourse l went back and challenged this employee...advising her of B&M's own return policy....she said she'd already refused me once so she wouldn't refund me? I asked if she needed to speak to or check with the store manager? She advised she was the Deputy Manager and that she wouldn't be giving me a refund...l advised her it's on their very own website that footwear can be returned and l have a valid receipt? She asked a colleague who also checked the instore returns policy taped to the glass at the front of the til...her colleague also confirmed it doesn't say footwear CAN NOT be returned....however she completely refused. So l asked for her name as l wanted to raise a complaint...and she refused to give me her name...l tried to take the name of the colleague...who said maybe try returning the item to another store....It just seems unfair that the returns policy is as inconsistant as the customer service at this store. I have serious concerns about this employee's ability to do her job. Firstly she provided incorrect information, secondly for her lack of accountancy...as Store Manager l would be checking her til twice as l'm sure there will be many a shortfall somewhere....and lastly her people/customer service skills were appalling, as soon as l challenged her she became aggressive and tried to shut me down, dismissing the information that was on their very own website. lt seems you only get a refund if you go to certain stores on certain days at certain times and even then...only if they like the look of you. The overall returns/refund policy is not consistant (which it should be no matter which store) and the customer service should not depend on the employees own agenda or prejudice...it should be universal.

Great store sells so much of everything

I use this store very often as I live local. On a few occasions whilst waiting in line at the till I’ve heard one staff member be extremely rude to customers. This has happened more times than it hasn’t. I’ve witnessed her wrongly accusing people of shop lifting just because they wanted to leave the store without buying anything. I’ve witnessed her be rude to an elderly lady because her item didn’t have a tag on to scan so she had to call for help. She is letting this store down and her attitude is disgusting. Yesterday after she was been rude to a young couple I got her name- Mandy, blonde hair, glasses, big mouth. If you are reading this Mandy I would look for a job that doesn’t involve serving the general public as I don’t think you have the ability to do so in the correct way. I will also be filing a formal complaint to the store manager and bnm head office.