B&M Store — Attraction in London

Today, I shopped at one of your B&M stores and spent £159 in total. I had a school-issued shopping bonus card with me, but when I reached the till, I couldn’t find it at that moment.

I explained the situation clearly to the cashier and said: “I can’t find my bonus card right now. Let me pay in cash so we don’t keep the queue waiting. Once I find it, I’ll come back to adjust the payment.”

My friend was right next to me and witnessed the entire conversation.

Just minutes later — before we had even left the store — we found the bonus card. We immediately returned to the till to sort it out.

But the staff showed no interest or willingness to help. What’s worse, the female cashier was incredibly rude and dismissive. She refused to even turn her head toward my friend, as if she were deaf — completely ignoring us.

My friend rightfully insisted on speaking up, but I ended up calming her down and convincing her to walk away, just to avoid further conflict.

But I want to make this very clear:

I will not let this go.

A store where customers spend £159 deserves a basic level of respect and support. Instead, we were treated with rudeness, indifference, and absolute lack of professionalism.

I am a mother with over 14,000 followers on social media. If necessary, I will take this to every platform available — including consumer rights groups, social channels, and official complaint bodies.

We didn’t ask for anything free. All we wanted was a simple, human response and assistance — and even that was denied to us.

Your staff’s attitude today was unacceptable, and this experience will not be forgotten or...

Prices are reasonable but their checkout system is awful, queues are long and slow, other tills open up eventually but no one announces it to the existing people queuing up and so new shoppers can jump queues and get first service. Wilko is much better with an option of serviced or self checkout. Visited again today Sunday 27 June, long queues as usual with only 1 checkout open on lane 1 and moving very slowly. Very quietly the manager opened tills 4 and 5 without notifying or announcing this to the existing people queuing. As a result new shoppers got serviced quickly while we in the existing queue had to wait and wait. I complained to the checkout staff about the poor queuing system and she blamed it on staff shortages, my response was no it is because of lack of communication. The manager here needs to be trained or released. It is always a negative experience visiting this store.

Took wifey there yesterday afternoon and while she went in, I waited in the car. I saw organised thieves walk up to the doors in pairs, one went in while the other waited outside to reopen the door at the right moment. The guy who went in filled his laundry bags with stuff and then walked out of the entrance door without looking around and headed off.

I went in to notify the cashier and was told it's not their problem as apparently the security guard...

Came to store yesterday. Social distancing and mask wearing very erratic although staff were wearing masks themselves. However, my main gripe is that I was kept waiting 10 mins at the til as one of the customers suddenly decided at the check out that she wanted to get a gas fire. Eventually for fear of catching the virus off all the crowds forming I went to the next til. This was and idea. The til assistant was completely unfocused - calling out to her mates and she me double charged (charged meme twice) for an item worth £5 so that when heI got home I realised it was down as £10 on my receipt. This wouldn't have happened if she wasnt so distracted and acting in a way which was not appropriate at the moment. I tried to call B&M when I realised but Catford just had a recorded message and customer services phone just kept ringing so that when I finally got through it was closed til Monday! Tried to email them but link from website just came back as an error. Now I am going to have to go down there to try to speak with someone! Wouldn't have minded if it was something cheaper she had made the mistake on, even tho she needs to calm her behaviour down a bit, but a £5 item...