B&M Stores Reviews 5,856

We lost our receipt, but needed to return a few items. Clare was able to help online by promptly sending us a copy from your records. Thank you.

After a call to the customer service dept about a strange colour from a decking stain purchased ( looking nothing like the advertised colour on the tin ) my experience with them is as follows ( complete email trail for clarity )
Jane (B&M Stores)

11 May 2026, 10:55 BST

Good morning

Thank you for your call, and I am sorry to hear of the issue you are experiencing with the paint you purchased.

Concerns with paint need to be dealt with by the supplier/manufacturing, to get their expert opinion, and resolve your concerns as quickly as possible.

In order for the concerns you have raised to be investigated, can you please provide me with photos showing the issue you are experiencing, please include an up-close image of the issue you are reporting with the paint, as well and an image of the paint on the wall from a distance. Please also include an image of the tin of paint showing any barcodes that may be found on the tin or lid. This will identify the batch details.

We also require a copy of your proof of purchase for the paint. Please include the very bottom of the receipt as this holds the time and date stamp of the purchase. If you do not have the original receipt, we can accept a bank/credit card statement with the last 4 digits of the corresponding card (if you are sending a bank statement, please confirm the B&M store the item was purchased from)

Thank you in advance for the requested information

Kind Regards

Jane - B&M Customer Services

B&M Customer Services
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Hi Jane,

Please find attached photos of the decking area which now resembles a custard bath rather than a "Natural Oak" stain.
Also attached is the tin with all codes etc. for the company to do their batch checks ?
lastly, proof of purchase.

I will wait for your response and until then I will have to admire my new custard patch.

Regards

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Jane (B&M Stores)

12 May 2026, 11:14 BST

Good morning

Thank you for your patience while we looked into your concerns

Unfortunately as the tin states, the colour on the tin is for illustration purposes and the colour will depend on the number of coats applied and the nature of the substrate.

We would always recommend painting a small area as a patch test.

With this in mind we would not accept liability.

Please accept my apologies this is not the outcome you had hoped for.

Kind regards
Jane - B&M Customer Services

B&M Customer Services

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Hi Jane,

Thanks for your prompt reply and your guidance as to how to stain my decking, which I have done for the past 20 years.
As I explained to you yesterday, after I had started it was a little late to stop and it was a case of waiting for the stain to dry.

I will go and purchase some darker stain to cover the monstrosity that this has left, needless to say it won't be from B&M.

I will post this and all previous communication on to google and trust pilot reviews just to forewarn all people that intend to stain their decking to do a small test patch just in case it tuns out to be a custard finish which even though the tin says it going to be "Natural Oak" it actually is Banana Custard colour.

Out of courtesy I have Cc'd in Spear and Jackson

Regards

Unable to load photo's which I try and load onto a google review

BM were so helpful and understanding, thank you so much for your kindness.

The lady in garden Center Cardiff Newport Road Stacy was so helpful tally went out of her way to help me brilliant thank you Stacy

I spoke to a young lady called Claire who sorted my problem quickly and effectively. Was very pleased with all her help.

I contacted customer service regarding a product I needed to return but did not have the receipt. The customer service staff were very helpful and produced a copy of my receipt off their computer system and forwarded it to me to use for a refund.

needed to contact customer services about a problem with a food item, very helpful, issue sorted quickly and without any problems, sent me a copy of my receipt via email straight away, to allow me to go back to the store. very happy with their treatment of me.

We went to fetch garden furniture but didn't have what we wanted on shop floor so asked assistant.. she really went out of her way to find one out the back. Lovely lady couldn't do enough for us..her name was marrianne..from the Evesham branch. We received great customer service as we usually do.. thankyou very much to the staff..

I've not bought anything from B&M - I've just been on their website looking for gravel and such like. I am staggered - and I do mean staggered! B&M are selling gravel and stones without giving ANY indication of the weight of the bags!!!!!!! What on earth is that all about??? Guess what, B&M? I've taken my business elsewhere! Shame on you!

Was just in the robroyston store and was served by Claire. The store was full of staff yet Claire was on the till herself during a busy period. But Claire remained calm and collected while being polite. She gave great customer service and made the shopping experience fantastic and wonderful. 10/10 would recommend Claire for a pay rise.

Visited the store on Thursday 7th May and had a young man called Jamie serve us His customer service was brilliant Helped us with Compost and Stones all the way to our car .His helpfulness was exceptional Wish there was more young men as helpful as Jamie He is a credit to your company.

The B&M store in Walton, Liverpool looks like a war zone, never seen so much rubbish outside the shop and there's always a homeless guy sprawled outside, give him a job cleaning the place up.

Krista in customer services is an absolute asset to you guys. I had an issue requiring a receipt and poor Krysta got the short straw of dealing with me (long story short, there were loads of transactions to search through, taking quite some time) however she was extremely friendly, courteous and made me feel shes genuinely on my side and wants to help.

B&M - you are lucky to have her, make sure you look after her!

Thanks again for your help.

A big thank you to Sue @ customer service.Who helped find a lost receipt.

Sue, what a legend. She helped sort out my enquiry in a timely manner.

Great customer service - I wished to return some items to the my local B&M but did not have the receipt. The instore staff provided me with the telephone number of customer services and explained that I could ring and they will email me a copy of my receipt. I thought oh what a palaver that will be, but it was so easy . Jane at customer services was fantastic I looked on my banking app to check the date I last visited B&M, then called Customer Services. The date I provided was incorrect for the items purchased but Jane said for me to look again for another date while I was on the phone. I felt really valued and there was no pressure to rush or be made to call back which was great. I gave another date and the items were on that receipt. The receipt was emailed to me and I was able to refund or exchange the good now with my proof of purchase. Jane was so very pleasant and helpful and the store staff were happy to process.

BE WARNED: B&M Goodmayes (Store 395) is actively violating the Consumer Rights Act 2015. On Friday 8th May 2026, I attempted to return a pack of 2 pillows bought on 3rd May that were faulty (sealed when bought and a hole discovered when opened at home). Cashier Anam was belligerent, rude, and eventually refused to speak to me, however she did manage to shout at me as she left the till and walked away. The Deputy Manager, Mahbub, willfully lied about the law, claiming I had to return to the original store. When I challenged this and mentioned Trading Standards, Mahbub LITERALLY RAN AWAY and hid in the back office for the duration of my visit, refusing to face me even when his own security staff tried to call him out. I had asked to be shown the policy they were referring to but they were unable to provide it for me. This is a cowardly display of "management." I have filed a formal report with Trading Standards and the B&M CEO’s office. I am prepared to take this to Small Claims Court (MCOL) to prove a point: you cannot ignore the law and hide in an office to avoid customers. Avoid this store and avoid Mahbub and Anam at all costs.

UPDATE: I have now seen B&M's official Returns Policy. Section 1.2 explicitly states that their rules "do not affect your statutory rights." Furthermore, Section 2.3.1 confirms they accept returns for "broken or damaged" items. There is no mention of an "original store only" rule for faulty goods. This confirms that Mahbub and Anam were not just rude, but were actively making up fake rules to avoid doing their jobs. CEO complaints are now investigating.

I visited the Glasgow Parkhead store on the 8th of may, the till operator (364500) an older lady with maroon hair, was the kindest customer service worked I had encountered in a long time.
This lady went above and beyond to ensure she complied with policies, without making myself feel uncomfortable or in a position where I felt uneasy.
Her smile and kind manners are absolutely exceptional and I hope the relevant store can see this review and highlight how well she stood out to me.
The type of customer service companies should pride themselves on, she is a credit to you!

Super service from Shez, Banbury. So helpful and kind, assisting me with my purchase of outdoor furniture. Thank you very much.

Customer service excellent found a copy of receipt for me to return pebbles I had trouble receiving the E Mail so they very kindly e mailed it to the store thank you for such attentive and speedy response