B&M Store — Local services in London

The staff really don't know what customer service is and personally don't think they have even had any form of training. They never smile and certainly don't try to be helpful. Every week there is something with with a till and staff have to be called and the process takes forever and they never apologise for the wait or the inconvenience or try and resolve the situation using any form of common sense.

Last week paid in cash and put money in till and then couldn't open and all keys they went and got from back didn't work.15 minutes later I had to insist that they give the change from another till and as they then served other people after me due to the long wait for keys didn't use common sense not to take cash from others. I advised them let people know on this till card only until issue resolved as we all waiting for change which was ridiculous.

Today I waited 10 in queue for refund and the scanner didn't work for receipt so eventually again after calling others was told to go to another counter which was frustrating. Most other stores would have typed the code on receipt or personally have taken item to another counter and opened just for that transaction to refund rather then expecting me to go and line up in another queue and wait to be served again. So casually told to go to another counter with no care or service as as always no apology for inconvenience.

Staff at this store need to realise that smiling and sayying hello goes a long way and sayying sorry when an error on their end or due to company equipment and acknowledging it and letting the customer know an issue makes a massive difference and customers would not get as frustrated if kept in loop and apologised too. Ignoring them as I was today, when asking is there is no other way for me to get a refund then line up in a queue again on another counter is not helpful and I walked out very angry with the item without a refund.

If staff had any form understanding of customer service they would have known excately how to deal with a situation in refund when scanner not working and not ignore customer. Customers shouldn't walk out out angry without a refund due to staff incompetence.

Disgusting Service and it's a been the case for years at this branch and should be looked into...

Worst customer service! Went into the store around 7.20pm on 29/10/2024 for a replacement service of Elle 1200W TRAV/DRYER. Purchased this last year on 27/4/2024 at 21:36:31. Reciept number : 34644.

I dont know what else is needed for processing the product history. I presented them with the original reciept and tried to explain the fault with the lady Margaret (she was also one of the managers and it was stated in her name badge). I am not sure if she even listened to my issue and she took it somewhere backside, and came back saying the bill is not traceable and unable to scan the bar code. Though the bill wasn’t sharply legible, all the necessary details were visible. The lady arrived and stated first that the product is unopened and looks fresh, also told that manager (Ali - Provided by Margaret, I dont know if its the real name ) is advising to take it to the head office to process this. My question here is, if the in-store service is not able to process the physical reciept copy, I dont know how I can take it forward with head office. I insisted on meeting the manager to ask about the situation but the lady said that manager was in a meeting and later said, he is leaving home now as he was in the store from 6 am.

There was no explicit mention of timing to process the refunds in the b&m website and I had to travel to come to this store to process this replacement. They didnt take any steps to understand what the issue was with the product and they just wanted to minimise their work load even though there was 2.5 hours left to store closing time. Also, the lady insisted on asking me to leave, stating that there are customers queuing up for the billing. Hearing that was disappointing as it was a disrespect to the current customer who is having an enquiry about the product purchased in the same store, before the queue formed.

If I have to take it to head office and then process all this, why will I be purchasing in-store instead of purchasing it online?

I again agree that the bill wasn’t sharply legible, but all the necessary information was! Attached the reciept and the website...

The store itself is great prices are not as good as Home buys always question at tills security however is something else I got a trolley with trolley token on the way out however I could not get it out I called for some help The security Guard came out he said to me I saw you push the Token in I said yes it’s a trolley token can’t you read I did not have my glasses on there was a sticker saying no trolley tokens but I said if you newbthis why did u not tell me when I was putting it in on the way into the store the way he spoke to me I swore as I felt it was quite rude then he started swearing back at me again and again two members of staff were at the door I said really you swear back at customers you swore at me first he said I said well you said to me can’t I read I have never seen a trolley that does not take trolley I said I also saw you follow me round s0 swear word more swear words I I am unsure if he is a contractor as had a B & M jacket on he also told me to get out of here and don’t gone back virtually Kicking my shopping I said to the other staff I had a good mind to return my shopping I just paid for I had previously had an issue been followed around before so spoke To head office I stopped using the store and after this incident I won’t be...