Shocking customer service, but we got there in the end.

I think the stars rating is about right, bought oak table and chairs from Eastwood store near Nottingham, paid 50% deposit and waited 9 weeks for product to arrive in store, to be fair we accepted this timescale.
What we weren't expecting was to pay the final balance a clear 2 weeks before it arrived in store !
It will all fit in a hatchback car we were assured, so we thought if we turn up in 2 cars they would all fit in, Wrong, one of the boxes weighed 43kg ! And wouldn't fit in either car surprise surprise, so we stood our ground in store for 30mins and insisted we speak to the manager, who basically started to point out the Ts and Cs, this is when the blood started to boil, we insisted we got free delivery, to which the manager stood her ground, so we stayed in the shop and the conversation got louder and louder, then out of the blue he manager said if she can fit it in her car, she would deliver, result.

Then she got some coffee organised foc in the cafe and came back to say, all in the car, we can have it all delivered by 3.00pm that day.

To be fair, the manager did sort it all out, but by god was it a fuss !!!!

We will think very hard before we get anything from here again in future

Great Product and Quick Delivery

I saw the perfect wedding shoes online and after reading the reviews I was slightly put off from ordering them. However, because I knew they were just what I was looking for I ordered them. The delivery was quick and I had no problems at all. I can't wait to wear my gorgeous shoes on my wedding day!

BEWARE shockingly bad customer service

I wanted to return two items which I had delivered. The email had got lost and only after trying to return with the invoice and delivery note in the parcel to the nearest store we were told they would not return without the email also. I phoned customer service to ask for a solution as the email wasn't available. Spent then minutes on hold then had the phone put down on me. Twice. Each time had to recall to try to get through. Finally got through after half hour wait and arranged collection. While waiting on the phone I emailed through the website to complain about the phone calls being disconnected their end. They say they reply within 48 hours but this target was missed. Then I got an email with another customers name apologising for the delay and saying I would be contacted. Just had a phone call from them and I told them I am far from impressed especially with being addressed by the wrong name. She told me they are very behind on their customer service and that this poor customers name was shared in an email to all customers who had emailed them! She asked if I needed help with the refund but no too little, too late and then she wasn't interested. So I advised them I would be sharing this story on review sites, as I am doing now. BEWARE don't expect any sort of customer service from BHS!

Use high street vouchers at Bhs ...... Don't expect a refund.

I spent £51 at bus yesterday using vouchers . I cannot get a refund of like vouchers or cash. I am a pensioner and a bhs voucher is useless to me as I need to spend the money elsewhere. I feel as though I have been robbed. Am I supposed to waste my pension on things I don't need.

customer service

i was in the norwich store this morning. an elderly lady ask for some help in buying some things.she a ..had a frame to walk with .THE GIRL AT THE CHECK OUT SAID WAIT AT THE END WHY I SERVE THE OTHER CUSTOMERS .THERE MUST HAVE BEEN 6 CUSTOMERS.SHE LOOKED STRESSED WHEN I LEFT.DO NOT KNOW HOW LONG SHE WAITED.SURELY SHE SHOULD HAVE BEEN SEEN TO FIRST.NEED SOME CUSTOMER SERVICE TRAINING GIVEN. THANKYOU

bhs refuse bad reviews

I ORDERED ITEMS FOR CHRISTMAS ABOUT A WEEK BEFORE I WAS TOLD WOULD HAVE THEM IN 2 DAYS, WHICH I DID NOT.I EMAILED ABOUT THIS AND WAS SENT AN AUTOMATED MESSAGE THAT ENABLED SEVERAL OPTIONS AND TO TRACK THE ORDER SO I DID.
I FOUND IT HAD GONE OUT GOT BROKEN BETWEEN THEM AND THE COURIER AND SENT BACK.SO I EMAILED AGAIN GOT THE SAME AUTOMATED MESSAGE TUT SO I EMAILED AGAIN WITH NO RESPONSE AND YET AGAIN, AS I FOUND OUT THEY HAD TAKEN PAYMENT. I WAS TOLD EVENTUALLY THE ITEM WAS BROKEN IN TRANSIT AND THEY WILL REFUND WHEN THEY GET THE ITEMS BACK. I WAS DISGUSTED. ALSO IF I RE-ORDER THEY WILL REFUND POSTAGE. NO GOOD TO ME SINCE THE ITEMS WERE NO LONGER IN STOCK OR AVAILABLE.
I GOT THE OPTION TO PLACE A REVIEW WHICH I DID EXPRESSING MY DISGUST AT NOT RECEIVING MY GOODS BEING CHARGED AND HAVING TO WAIT FOR A REFUND THEY SHOULD NOT HAVE TAKEN IN THE FIRST PLACE, AND THAT THE CUSTOMER SERVICE WAS BAD AND THE ITEMS OBVIOUSLY NOT GOOD AS I DID NOT RECEIVE THEM.
THEY WOULD NOT ALLOW THE REVIEW TO BE POSTED ON THEIR SITE WHICH AGAIN IS A DISGRACE THAT THEY ONLY ALLOW GOOD REVIEWS HENCE I WILL NOT BUY FROM THEM AGAIN
SIGNED GINA DAMBROSIE

Not all items delivered. Bad customer service.

Ordered 4 items from BHS. 3 were delivered. I informed them straight away. Other than an automated response I did not hear anything for a week. They then asked me about the packaging. When I said it was not damaged they told me that the warehouse said they had packed all my things. I had already informed them that the delivery list said all items were there but one was missing. A refund was eventually given, but no apology or suggestion as to how this had happened or how it would be prevented in the future. Each time I emailed a different person responded giving a feeling that I was very much a reference number rather than a person. I will not be using this site again.

Terrible delivery issues

The pyjamas were really rather nice. But the whole delivery experience is a nightmare. Paid £5 extra for express delivery and they didn't arrive. BHS refused to do anything except email its delivery agent Hermes. Certainly not telephone them, or send another one out until the issue had been resolved at their end. My mother-in-laws birthday was well past by then. Google Hermes and you’ll see lots of bad comments about their service – BHS obviously signed up on price, not quality of service. Companies like BHS just don’t get it. They will go out of business unless they can compete with Amazon. As it is, they are playing around the edges, pathetic really. Staff in the St Albans shop today weren’t much better, too many poorly trained kids and inadequate managers. They'll go bust and wonder why. No doubt the CEO will get a handsome payoff, though.

Truly awful customer service

My advice is don't use the online service. No sign of the things I ordered and the delivery date keeps getting put back, so close to Christmas now I am having to repurchase elsewhere as I can't trust the items will arrive. Customer service telephone line has premium rate charges and after waiting over 30 minutes was told they couldn't help. Will never buy from them online again. Placed orders via Amazon at the same time as BHS and they took three days to arrive. Very poor service and to be honest doesn't even deserve one star.

the online service and customer serivce are extremely poor

my order was canceled due to no stock which i ordered to store when i went to the store the same day they had stock in the store that i wanted the item to be sent to . and they took the money on the same time as the online purchase but no mention of my refund or and no repsonse to any emails poor service never again ever great shop but crap online experience and customer service

Time wasting liars

My husband and I had a disgusting lunch at the Princes Street store in Edinburgh on 15th August 2012 which cost us £15. When we returned home I complained and was told that I would be receiving a cheque to this value as an apology. Guess what after 3 months and 12 days since my first of many emails we are still waiting on the cheque despite being told at least once a week that the matter was being dealt with. I think you will agree this is disgraceful service by a shower of time wasting liars but may I add that nobody from my family will be shopping at BHS again............can we be blamed. Maybe this email will get us some action to ref no #563251

Take your money, don't deliver and don't call you back

I bought 6 chairs in store, I was told that they had 1 in stock and would order 5 more within 2 weeks. I reluctantly decided to go with this. 4 weeks later, no call. I couldn't get through to them on the phone and when I eventually got through they hung up on me!!

I spoke to customer service 7 times and not one call was returned as promised. The store won't answer their phone so I have to keep visiting them to complain.

This has been one of my worst ever retail purchases and I am shocked at how utterly poor their service is..not what I expected of BHS. I certainly wouldn't buy anything else from them again. 3 months on and I now have 5 out of the 6 chairs.... 2 are damages stock that they gave me as a gesture!!! I'm still waiting for the 2 replace,nets and 1 new chair. These were supposed to have been delivered 4 weeks ago.... Still waiting. I'm going to drive to Broughton "Chester" today, they better be prepared for a mighty ear bending....

I would have scored them 0 out of 10 however 1 out of 10 was the lowest option!

Worse than useless customer service team

After buying a Groupon code I tried to order 5 Hello Kitty bracelets as gifts at a birthday party. There was an error processing the order when I tried to get it delivered to store, then when I went back to the website at a later date my Groupon code was no longer recognised. I emailed them to explain the situation and did not receive a response for a week. The replacement code they provided was not recognised, so after another email (and another weeks wait) a second replacement code was provided with the warning it was only valid for 48 hours. Again this was not recognised! By this time the party had been and gone and I was losing patience so emailed them with my address and original Groupon codes and asked them to send out the desired items to me directly. A further week later (!!) I received another email where the person had clearly not even bothered to read the previous emails, who told me to place the order again (remember the code expired five days ago now). After replying to inform them I would be making a complaint, I visited the website again only to find there is no option for this! To do so I will need to call the customer service idiots who have messed everything up in the first place! I will never order from BHS again and it seems I'm not the only one. Little wonder there is nowhere to complain about the service online. Steer clear is my advice.

BHS no customer service after purchase of Acer laptop

After three months use of my Acer laptop, one of the key came of the keyboard. The Acer laptops was under guaranty and I phoned BHS customer service in hope that would sort out my keyboard issue. BHS Customer service said it was not covered under their terms of condition and that it was due to my miss use of the keyboard. They ignored what I said and would not help me anyway what so ever. When I said I wanted to complain, they referred me to their website. There is no web link on their website to complain. So you are stuck either way. BHS customer service is waste of time. Don’t buy from BHS if you want good customer service.

No customer sevice

I have returned two pairs of school trousers and received a refund for one . I have emailed a number of times , called a number of times but have got nowhere ! I cant believe such a large company provides such poor customer care .
Avoid at all costs !

Simple everyday transaction made Impossible - Borders on a scam!

Bought a Groupon voucher worth £20 for the price of £9. Used it to buy 3 cushions worth £8 each and paid the extra £4. Received confirmation and the discount had been applied. Went to collect them in store but they claimed I had only bought 1 cushion, despite paying £4 extra and I was not allowed to take the cushions which were sitting on the shelf.

Came home and phone customer services, and were on the phone for nearly a hour, they said to send them your confirmation (you would of thought they would have it on their system). Emailed them 4 times and never got a response.

Went back into store a week later and asked to speak to the manger, they said all they could do was ring the own customer services (the same one as everyone else calls) as apparently they can not retrieve orders made online in store.

After waiting nearly a hour for them to talk to the moron on the end of the phone. I literally demanded to see the manager.
I explained what had happened and and 30 seconds later she gave me 2 more cushions and said she would sort it out with their suppliers.

From the comment below I think they only took £4 of the Groupon voucher and only gave us a third of the order and I was at no point informed of this. So I would have in fact paid £13 for a £8 cushion if they had it their way. That seems like a scam to me.

I estimate I have spent around £15 on phone calls, parking, petrol etc and 4 hours of my time trying to get my two cushions!

Shoddy Service

I had bought a groupon voucher worth £20 for which I ordered 2 jumpers worth £25 on BHS site. However, they sent just one jumper, charged a delivery charge of £3.95, utilised half of the groupon voucher value.

However the groupon code is now expired and cannot be used, as the terms say that the value must be used in full and not part.

So all in all a jumper worth £12.50 costed me £20 + 6.95 = 26.95.

And so shoddy is their service, that they did not even bother to inform or apologise or atleast provide with the remainder of the groupon value to me so that I can use it for my next shop.

M&S is much better as when you use a gift card they keep the balance in your account for future shopping.

BHS - You are disappointing, give a thought to shut your business. Would have not given any stars, but cannot post the review without that - so 1 star.

Update - After numerous attempts to call their customer services and calls amounting to about an hour, I finally spoke to one of their agents. The agent promised to send a £10 worth gift coupon to me to compensate the loss I had on my groupon voucher. So awaiting that one for now, except that the service is not so great where they do not even inform the customer that the stock is not there.

Poor delivery and customer service

Ordered a dressing gown which arrived with a hole in it. Had to return it and re-order which I did by phone, so I paid twice and am still waiting for a credit for the first one. I am also still waiting for the second delivery which was supposed to come yesterday, express delivery. Now I am told it will be in 'probably' arrive on Monday, taking 5 days in all. Not very express at all. That's if it comes on Monday and isn't delayed again. 'Nothing I can do' is obviously featured well in the training manual, as is 'I'm not sure whats happening at the moment'. Don't go there, the service is terrible.

Worst online ordering experience

I made a online order and after 5 days contacted customer service people and was told that order is dispatched, then went to store to pick and was told by store that order has,nt arrived.
Called customer care again the next day and I was. Told the same, but though to check store by ringing rather than going there and getting disappointed, same repeated the store said they havent received. Finally emailed customer care to track it and they replied me saying they have no stoke and so they cancelled the order(after 13 days I was told that they are out of stock) so so so frustrating...

I don't understand how can they just cancel the order with out even contacting the customer..??

I don't understand why they have to give false information and fool the customers??
Wasted of time and money...

Also pity that such a big Acadia groups is giving very bad customer service

Never shop Bhs online....

Shop here - Online or at their Stores

Very efficient, very clean, very tidy, very friendly with the business they provide. Every size and shape is catered for and you will come away from their store each time pleased with your purchases.

Online service is a joke - never deliver to store!

BHS are a reputable company, and I have shopped in store for yars without any issues.

I placed an order online, for delivery to store - any good online company can manage this normally in 48 hours....

8th june I got a dispatch confirmation - Ok, fair enough maybe they are busy....

6working days - nothing delivered....

My call to their customer service was useless, they confirmed that it was sent by courier, however there is no tracking details - meaning it was never dispatched!

I could of ordered these exact items from a smaller seller ona competitors marketplace, who offer 48hour delivery - what a mistake I have made using BHS online.

I hope they sort out their online service as this is not acceptable! I will cabcel my order on Tuesday if I havn't got a tracking number or proof of dispatch!

great service

great service

Friendly

Staff are friendly pleasant and courtious they all know where evrything is in the store and will give you directions to the right department for you.
Why only 2 stars, simple, you can't do a "Big Shop" there, its a department store.

great for small & medium budgets

great for small & medium budgets

Toooo slow!!

I ordered (and paid for) an item, and selected the option for the item to be delivered to the store (Cambridge). I have done similar with Boots, M&S, Next and others, and I'd say this usually takes a couple of days. Certainly under a week. So far it is 10 days and item not delivered to the store. If BHS want to be competitive they really need to sort this out!

Great quality

We love their bargains at saletime

Shockingly bad

I ordered a light fitting during the sale via BHS website. 2 weeks later I had received an order acknowledgment, money had left my account - but no sign of delivery. I contacted customer service who told me order was being processed and I would be contacted shortly. A few days later I receive an automated email stating they are out of stock and they will return my money to my account. No real apology, no alternatives offered. It was also now too late for me to purchase this light from my local high street store as they had run out. Disappointed - I emailed asking why I could not have been notified earlier and whether they could source a display store light for me - as these were still being displayed locally. I heard nothing back. Still waiting...

rubbish online company!!!

i shall never use BHS online again...my order was lost. i was lied to and spent hours on the phone. they would not re-order for me....absolutely disgusted with the whole experience...will not recommend to my friends

PS. UPDATE 09/01/2012
not even a reply to my last e-mail. i wanted their address to send an official complaint...i have been completely ignored...

KC found this review useful

Customer disservice!

Website went down during the point I was paying for my order. No email to confirm the order so I emailed their Customer 'Service' dept to find out if it had gone through. As there is no category for 'where's my order' I chose 'Change my order' and wrote a comprehensive description of the problem. The response was 'Sorry you cannot change your order'. Clearly my first email had not been read or they are just lazy in that department, so I emailed again asking for a better response but sadly none came. I assumed that as I hadn't heard back the order hadn't gone through so reordered. I received an email today stating that the original one was leaving the warehouse today....... So, I tried to cancel the subsequent one but 'This is not possible, you can refuse delivery or send it back to us'. Thanks, BHS, for your (lack of) help. I shall not be using you again.

Very good

I ordered 2 glass lamps from BHS online. They arrived 2 days later, one was had a crack going righ through it. I contacted customer services via email immediately. They really were very quick and helpful. They sent me another straight away and had the broken one collected and returned free of charge. The replacement lamp that arrived wad perfect. I was very impressed with the service and will use them again.

Exactly What I Wanted

After much searching, found the wedding dress and bridesmaids dresses all on this site at an excellent price. Pictures and descriptions appeared good so I ordered.
Arrived very quickly and am over the moon with the quality and have not got any reservations about ordering again.

total garbage

website crashes in mid order, charges you for goods but order doesnt go through, and if and when it arrives there are bits missing and when you ask for your paypal back they pass the phone to different departments and keep you on hold for up to an hour.

good

always found their products of good value, and the staff helpful, plenty of sales around the year, and staff are very friendly, plenty of tills open at the checkout.