BHS 

ordered this dress in-store and paid for next day delivery did not arrive, after waited for 3 days i called them and they said it is out of stock and i needed my daughter to wear it for the following day to a party had to run around to find another dress urgently, BHS won,t give any compensation for it and didn't seem to be too bothered about it, few weeks later i received an email saying that the dress is back in stock i checked and it come up as no longer available, what a joke, won't buy anything from them ever.

Bought some bridesmaids dresses online and they came which was fine. Needed to return one and replace with another and despite arranging this on 3 separate occasions no one came to pick up the dress in question. Each time I arranged it the call took over an hour each time and I had to take a day off work to stay in the whole day as they don't even give you a time. NO ONE CAME!!! No one took this seriously and arranged anything to sort this issue out. Quite frankly their customer service is beyond disgraceful. DO NOT BUY ANYTHING ONLINE FROM THEM UNLESS YOU WANT DISGRACEFUL SERVICE IN RETURN!

I want to put in a complaint about a top that I brought but the seams came away after the first wash. I cannot take it back as I have had it over 2 months and it was the first time I wore it this weekend. Trying to find an email address for BHS is impossible. Is that your idea BHS?

Can somebody tell me their email address without having to go to Resolva or some such name. It should be plain and simple, FACT.

I was really looking forward to getting my dress for my wedding when i had problems with the delivery, I paid extra for express delivery for click and collect. When i drove down to collect it 3 days later (45min drive) I was told my order had not arrived yet despite the fact that I paid extra for express delivery and they even confirmed that my dress was ready for collection! What a night mare, I ended up making two trips for no reason, What a waste of time. Never buying from them again. Idiots.

Do yourself a favour and keep your money

I bought 2 dvd's for my grandson in the sale for £3.99 each. Underneath the sale stickers the dvd's were advertised 2 for £6.00, how can sale items be more expensive than non sale items. Absolutely disgusted with bhs. Will not be shopping there again.

I have been wanting to order a leather sofa from BHS now for the past 4 months. I cannot decide whether to go for cream or the brown colour and so I contacted BHS by email requesting samples. I also telephoned them to make sure they have my email and were able to send samples; they confirmed they could and would. I have received nothing!! I have continuously emailed and telephoned over the past 4 months, each time being promised my samples were on their way. Over 4 months down the line and I still have not received them. The items I require would come to more than £2000. Is there any wonder they are struggling as a business when their customer is service is so atrocious!!

And

RETURNS.....THUMBS DOWN!!
In this day and age of technology why would the customer need to be present for a refund that is going back to the same card that the purchase was originally made on? I purchased several items and then i was taken ill and hospitalised quite unexpectedly. I asked a close friend to return one item and he was refused even though he had my card with him. He was told I had to be present. WHY? .... they don't even require your pin number to complete the refund. I was immobile for two months and unable to return the purchase.
Are they so desperate for sales that they retain an draconian practice to "put off" or avoid any
returns back to store...after all it's a credit....not a sale debit.

I have recently purchased a rug for £99.
I have had it for a couple of months and it is still shedding.....so I may be back to do another review if this item continues to shed as will be returning it!

The gentlemans name is Kent at Edinburgh Cameron toll, he was very helpful and knowledgable about the products I was looking for. I came in for school clothes for my kids and he made sure I got the correct sizes etc! Absolutely fab and I will definitely be shopping again with bhs! Thank you very much bhs and thank you to the wonderful Man (Kent) who helped me today 😊

I have returned or exchanged over the years with BHS when needed. However I tried recently to, with my receipt and was told I can't as they don't stock that brand in this store.
I was not informed when sold this item at a BHS store in another town, as I had chosen it for my daughter and it was a sale item, I asked on this occasion about returning it and was told no problem I had full 28 day rights even though they are sale items. It was not pointed out that a particular BHS store was relevant. I had intended to buy more items at that time and I would have spent triple what they were refunding or exchanging

I ordered sox black, they sent multi colour....., trousers were so badly fitting, returned both after an uncaring customer services asked what I wanted to do??..sent them all back and 4 weeks later they say they have not received them even though, Royal Mail confirmed delivery... Two..LONGGGGGGG calls waiting for someone to answer, I am told I need to send proof of delivery, I offered to give the RM number and she could look it up. apparently they need a hard copy???? the order number on my account was wrong, they suggested a £12 refund, I paid £16:75??? so now I have to scan and e mail my proof of delivery while they sit there waiting for me to do all the work for their multitude of mistakes... NEVER again BHS

I bought a large 4 piece light that spells out LOVE on the wall, when it arrived a few parts were broken. I ordered on 4th April and as of today 18th July I've made 5 phone calls each taking 30 mins. I've had orders for replacements put with the wrong supplier so after 6 weeks nothing happened, then the wrong parts orders and insuffuciently packaged so even the completely useless parts were broken. I was promised call backs and never received them - and for all the frustration I was offered £28 back (which I'm furious about). I now have to wait another 6 weeks or take it off the wall (leaving massive holes in my newly plastered wall) find a box big enough and then lug it to my local post office. Rubbish service that i wouldn't receive from John Lewis, Next or HoF.

So will now wait another 6 weeks for the wrong parts to arrive in shattered pieces, again.

I can't remember if I have ever bought anything from BHS, but based on my recent experience with the business, I can truly understand why BHS has been struggling…

I found a glass chandelier and a leather sofa from the BHS website. Both items are not cheap, so it is important for me to see the actual products before I commit myself to buying them.

Start with the leather sofa, it is being sold under BHS Furniture. The nearest store to me is 60miles one way. I phoned the store in advance to make sure they had this sofa on display. I spoke to the store, they said they did not have the sofa on display. So I asked what other stores would have it. After giving the product code to the store, they confirmed that no store in the UK had the sofa on display. So BHS expects customers to buy a sofa off its website without seeing it physically? That is very disappointing!

Then, moving to the glass chandelier. You may think it's a smaller item so a normal store should have it on display. Well, I went to my local store, looked everywhere inside the store, I couldn't find it at all. So am I supposed to buy the chandelier off the website without seeing it too? I am getting furious now!

The total cost of these two items is several hundreds pounds, to me it is quite an expensive purchase. I am not sure I would like to hand over my hard earning money for something that I can't see and feel myself here.

And now reading some news about BHS has been struggling with the business for some years, I am not surprised at all!

I am very tempted to write to the new CEO, Darren Topp, to express my disappointment but I just can't find his email address...

BHS have a shocking customer service, I'm still waiting on a refund since 7th July, will never use their online ordering service again, just can't get through on customer service helpline, emails take 72 hours for response.

I bought a ladies jacket in the Evans concession in Bristol branch. I decided it wasn't for me and tried to return it to my local Plymouth store for a refund. However a very unpleasant member of staff in the store told me after enquiring from her manager on the phone as they didn't stock Evans anymore they wouldn't take it back. They took my money in Bristol why wasn't I told it would be a problem? Plymouth couldn't care less told me to go to Evans and get a refund. What if Plymouth didn't have a Evans. BHS is a disgrace to customer care. I did get a refund from Evans they are everything BHS is not.

There is a web page I have created as well as this report. I have produced the web page in protest at the way BHS have handled my complaint so if you are interested you can read all about it and view the photographs. There will also be reference to what I was told and by whom. This is because I consider the senior personnel did not do their job right. To me it seems too many business are faceless, sending out anonymous letters and management hiding behind others etc. Unfortunately for them, I believe with management positions comes 'responsibility' and BHS staff should live up to their responsibility and are so named and shamed. I want to remember their names because who knows where they may pop up next especially when BHS folds.

I have been prevented from displaying the link to my web site blog here at trust pilot and I can understand the reason for this but hopefully you might find it eventually in a search. For those who may be interested I have pasted some of the content below:- Briefly, I purchased a total of 4 pairs of Atlantic Bay (BHS own Tag) Cargo Trousers (2 pairs each time 6 months apart) all of which I consider are not fit for purpose as each pair developed the same identical flaw and all within 18 months of purchasing them as per the photographs I have uploaded.

The head office refused to accept the returns and neither of the local store addresses where even prepared to inspect the Cargo Trousers for a manufacturing flaw. In fact I was told by the head office to take the garments to my local store in Southport but having done so the staff appear to have got it all wrong and refused to even inspect the garments for a manufacturing fault as they were supposed to do. Hence, I was given a run a round which is not acceptable.

After lengthy letter writing and telephone calls (all of which I have on file to support my case) it seems the option is to apply to moneyclaim'. However, even after Judgment is handed down there is nothing that can force BHS to pay up. This is partly due to the small amount I am claiming for it not being considered substantial enough to ask for a High Court Enforcement Officer to recover.

It Is Not The Money It Is The Principle of the Law

The law on which I rely is as follows:- Sale of Goods Act 1979, 1979 c. 54, Part II Implied terms etc. Section 14

The communication line BHS rely on is that I have had the Cargo Trousers beyond the six months period to return the item and that the garments have resulted in how they are due to normal wear and tear. However notwithstanding the fact that the fault had not materialised in six months of wear so it was impossible to return them as the fault had not had time to develop BHS are incorrect with their assertion when at the time of bringing my complaint "Sale of Goods Act 1979" states items could be returned for up to 6 YEARS from the purchase date.

This is what they sent me:-

from BHS Customer Care
Dear Mr X, (name with held by me)

Thank you for your email received 5 March 2015.

I completely understand your frustration on this matter as you feel they are not of a suitable condition.

After discussing this matter with another member of staff I have to reiterate that since you have had these trousers since 2012 we are unable to refund you for these trousers. This is more than the allowed 'wear and tear' time frame and policy that all brands would go by.

I understand that this is not the resolution you seek, however, it is the company's policy that we will have to abide by.

If there is anything further I can help with, please do not hesitate to contact me by replying to this email address.

Kind regards,

[prevented from displaying the name given by trustpilot]
BHS Customer Care


"After discussing this matter with another member of staff"

To say "after discussing this matter with another member of staff" is not good enough, I would need to know who was that member of staff the Gardener, Maintenance Technician? Another example of the faceless, nameless way this I have been dealt with. I would like to know how the people that work at BHS get the jobs and or how they hang on to them and who trains them up?

Clearly, for the amount I am claiming I'm not going to afford anymore time pursuing this matter. However, you are not getting off lightly BHS. By not even inspecting you own garments you are I believe in contravention of the Sale of Goods Act. I am not prepared to waste any more time with BHS and I have handed myself down a 5 year NO GO, NO SPEND ban on all British Home Stores outlets. I'm sending you a link to this page to BHS, so all those concerned with this please know it will cost your business if not a couple of thousand, definitely hundreds of pounds over the time period which I will spend with your competitors on amongst other items pairs of trousers at least the legs will not drop off after a few hours of wear as they did with yours BHS.

As an alternative it will give me great pleasure to have this web page displaying the facts to as many people who are interested, for as long as I please, perhaps maybe indefinitely. Let others make a judgment and decide if I have a case not you BHS.

I sincerely hope this web page can support others with similar complaints against BHS.

Best
T.

Having purchased an electric cooker on line and paid a premium for quicker delivery. We firstly got an email message the day before due date to say the delivery would 1 week late.
After hours of trying to speak to someone. The upshot was "sorry manufacturer let us down." For a cooker your website said was In Stock!
So one week later we waited all day, tried phoning (most customer service offices (total misnomer!) are closed. Eventually got through to a sales desk. "It does not say it wont come today, so wait til 5.30!" We did, no cooker, no notification.
What a useless shower in incompetent lying clowns.
The story is not finished, but no one should ever use BHS if the want service!!!

I visited the Oxford Street store with my two daughters, one a bride to be the other one of the two bridesmaids, last month. The bridesmaid dress that we wanted only had one of the two sizes that we wanted in stock, so I purchased it and we ordered the other one to be collected at the Brighton branch. At no time were we told that even though they were purchased in store, they had to be returned via their courier. They weren't suitable. My local branch, (Tunbridge Wells) were unable to take the one that I had ordered in Oxford Street back and said that it has to be returned via a courier. I tried doing this online but it wouldn't recognise the order number. I then spent ages on the 'phone when I was finally told that the reference on the receipt could be used! I contacted the courier company Yodel and was given a delivery day, but not a time slot. I had to be in all day. I then realised that the day I had agreed to was not convenient so 'phoned and changed it. Needless to say when I returned home on the initial day I found a note to say that Yodel had called. They did come the following day as booked, but I did have to 'phone to make sure that it was booked in for the correct day. This was on the 29th May, and the refund of £95 was not on my credit card statement which covers the period 23rd May to 22nd June.
When you purchase anything from the bridal department, even if it's in store, you are not allowed to return it, other than via the courier and within 14 days. No where does it give you this information on the receipt and we were not advised of this in store. We managed to return the second dress in Brighton, by standing our ground, and insisting that we see the Manager if refused.
I have emailed customer service regarding the refund so will see what happens . There is no way that I would recommend BHS.

Truly shocking experience

Place an order and something completely different was shipped. Looking on the invoice you can see clearly that what I ordered was different to what was shipped. Spoke to customer services and they had to arrange another order (at my cost) but refund would be processed at the same time I collected new order. Went to collect the order and.......they had shipped the wrong item again with the same wrong code as the last time so now had 2 items which were wrong. Luckily the store had what I wanted on the shop floor or I would have been blazing angry

Quite simply the staff dealing with online orders don't care or they would ensure orders were processed correctly. I certainly won't use their online shopping again

This company treats its customers appallingly. It took money from me it said it wouldn't. I don't consider this anything less than stealing. I still haven't been refunded, I don't have the product, and I have an email saying I have collected a product which I have kept phoning in about to check it was cancelled. The order was cancelled even before it was due to be picked (within 20 mins of placing it). I have since spent over 2 hours of my holiday on the phone to them, have been in tears for around an hour of it, have been talked to rudely and condescendingly by one of their agents (Shaun), who also kept randomly putting me on hold without telling me mid-sentence, as well as speaking to the original incompetent person who told me the order was cancelled when it wasn't, and then proceeded to take my money 6 days later. Even if I can get it refunded now, it won't show on my credit card bill till next month and be refunded off the end of July's payment. Considering the order (and cancellation) was on June 3rd, this is massively unfair. BHS thinks that 10% off my next order!!! is reasonable for over 2 hours on the phone and after lots of tears. What next order? - never again! It may (or may not) be fine if you have a straight forward order that runs into no issues, but if you need to talk to them about anything, expect to be at your wit's end and out of pocket, as well as very distressed.

If i could put zero * i would have..
Constant chasing, no replies to emails, and no one has a clue what they are talking about, so still non the wiser with my order...
- Would i order again no....
- Would i recommend no....

After countless attempts trying to get through via telephone and eight (!) long e-mails I finally spoke to someone who was able to refund over £400 I had been missing after ordering wedding dresses online through BHS.
I would not recommend ordering through BHS to anyone. I returned my items within seven days using Yodel and it has taken hours of stress writing emails and being on hold music before being cut-off. If it was a smaller amount I would definitely have just given up, but I am not rich enough to write off £400 just because BHS can't calculate it's refunds properley. I am now taking even more time to write reviews and save other people the hassle and stress I have been through. Good luck to those that are still fighting... I have manage to find the postal address to send written complaints to (surprisingly this doesn't seem to be public?!):
BHS Complaints Team, Burton Business Park, Torre Road, Leeds, LS9 7DN
Good luck!