BHS customer care mistakes which made it look like it didn’t care!

Faulty Product Faulty Customer Care at BHS!

Retailer in administration – your rights covered when BHS went into administration

I purchased an ice hockey game for a Christmas present last year for brothers who were obviously disappointed when they found that everything other than the table was missing! Seriously!

I took the item back (oh so you would have looked inside the box before buying would you? Yes well I didn’t, I didn’t think BHS was like a well known DIY stores with missing pieces in their kits did I?!)

So, I wrote to BHS. Why didn’t I take the item back to the shop? Why should I? More inconvenience! It was no use to anyone, wasn’t like they could sell it to anyone! I wanted a replacement though so would have done if it was for a replacement. But the service got worse so consequently did my willingness to be accommodating. Okay so there wasn’t much tolerance there in the first place and your point is? I was told that I would need to return the item to where I bought it and they could pull up the invoice so long as I bought it within a month. I informed them that it was not within the month. I then received an email saying that it was difficult to comment on whether the item was faulty. D’oh! I think it’s quite obvious if an air hockey set has all the pieces other than the table missing that the product is faulty? The actual table wasn’t faulty though, that much was true.

So, I wrote again spelling out the “fault”! They responded again. Their response ignored the point that I no longer had the receipt, (the item was reduced significantly after Christmas) so if I took the item back I wouldn’t get a full refund. I also requested payment for the diesel used in driving to take the item back, I didn’t request money for my time in doing so though, which was an error on my part but I did ask for redress for the inconvenience! They didn’t offer to source a replacement from another store which I requested either.

So I wrote again. I basically repeated myself and was told that I could contact my local store and see if they had any in their warehouses. Given the circumstances I would have expected the Customer Services staff to do this. You wouldn’t? Well perhaps you need to expect better service!

So… I wrote again (are you keeping up? This is the 4th time of writing to them. I said that I didn’t have the receipt. Yes, I did say that before.

I was told “if it is a manufacturing fault…” casting doubt on half the product missing being faulty and/or insinuating that I was not telling the truth! The first assumption would be stupid but not the first time staff questioned whether a box missing all the pieces was faulty, the second, well let’s just say that’s when I see red.

So, I wrote again saying I expected to be compensated for the travel and inconvenience and offered to post the item back if they provided me with postage. Guess what I got in the email response? A blank email. Yep, blank.

BHS repeatedly told the same thing

So… I emailed again. Okay I’ve lost count now. On the 6th time? This time I emailed the CEO though. I pointed out that my points regarding redress for the inconvenience had been ignored as had my suggestion of posting the item and the final question as to why I was sent a blank email. I also informed him that the unnecessarily long protracted correspondence had been with various staff which in itself is poor service, communication should be with one person to keep continuity. Bullet pointed the list of correspondence and the failure of staff to deal with the matter.


I received an email back from the CEO’s department. I got £30 refund and £15 BHS voucher. They said I could keep the table and do what I liked with it. Ideas on a comment? I sent a cheque for £30 to the boys (yep I think that went down better than the original present fully complete would have done!)


Very poor customer service! Repeatedly not answering simple queries. Begs the questions “What part about the parts are missing don’t you understand?” and “What part of “No” don’t you understand?” and (well you get the picture). It’s not good to have different people respond to a customer either. It’s rude, disrespectful and shows that they don’t care enough to see the problem through. Their customer care could do with reading this.

Customer Service 0 out of 10
CEO 5 out of 10
CEO Office 9 out of 10
Prize £30 refund plus £15 voucher

Rating BHS needs to take stock in more ways than one!


By Helen Dewdney, The Complaining Cow

Consultant | Author | Speaker | Blogger | Presenter | Journalist
Helping to make, prevent and deal with complaints

12 replies on “BHS customer care mistakes which made it look like it didn’t care!”

Dear Friend,
I found your post when I search “complain about BHS”. I have a bad experience with them. They refused to refund an order which never arrived. The tracking information clearly shows that the item is unable to delivery due to damage. But they just kick around when I ask for refund.

Looks like your last email to the CEO group worked finally. Could you tell me the email or address? Thanks very much.

You’re welcome. Don’t forget to use these tips and if you’ve found my help useful please do tweet about it and/or like and share on FB!

I visited Wrexham store Friday 29th August, we travel from our caravan in caerwys where we stay most weekend, we love to shop at your store and have been doing so for many years.
After traveling w generally need to use the toiulet facilities, but on this occasion I was told we could not unless we purchased something, my problem was I needed to use the tolet befor buying so I could relax whilst I shopped.
I complained to the shop assistant who said “she new I was a regular customer, but could not give me access to the toilets. I had to leav and find this facility else where.
I am a dissapointed customer!!!
I have always found this store to give an excellent customer service, and allways looked forward to shopping there
I will now have to park nearer other shops. who offer the services I need.

Yours sincerly

L Romano

Um, er, I am not BHS! Are you posting what you sent them rather than commenting on the post?? If you have not sent yet – please look at my tips. Make sure you or get someone else to edit your letter for spelling, typos and grammar. 🙂

I have been trying for approx 2 weeks to order some nightdresses for my granddaughter who lives abroad & want to send them next week for Xmas.
Because of problems with the website I have lost the discount &, after many phone calls & emails, still have not got the items required. On top of this, I cancelled my Barclaycard obtained from Bhs on the phone but received a letter in the post saying it was still in use after being assured by the person dealing with this that the cancellation had gone through.

Over the years have had nothing but problems from your company, used to have a card but gave up on that due to gross inefficiency. Love your products but your service sucks!

Is this a copy of a letter you sent to BHS?! People keep leaving comments on my blog as though I were the store in question!

I returned some items that did not fit to BHS the day after delivery.I followed their proceedure and requested permission which was granted. They refunded only for part of the order I sent them 5 emails over three weeks requesting they correct this error. I sent these emails direct to the email address which agreed to returns and also on the BHS webpage using the contact customer service department.
I did not received one reply, they also had my address and phone number and did not contact me that way either.
I found this site and emailed to the Ian Grabiner CEO you recommended and MAGIC….I got a response 15 mins later and refund as requested immediately. I can’t imagine he is best pleased to be having to deal with general customer complaints and certainly moved fast to deal with this issue. The more they realise people are not doing the jobs they are paid for the quicker they will improve. Get emailing the right people NOW!!! We pay for goods, we can expect good customer service.

I think there was a “thank you” for helping in there?! 🙂 🙂 🙂

You are right though, the more people complain the more things will improve, usually investing in staff

I sent you an e-mail last Sunday and to-date have not had the courtesy of a response.My complaint was that gloves purchased as a christmas present by my grandson have started to disintagrate around the cuff. A reply from you would be appreciated.

I don’t sell gloves and I don’t ignore emails. Perhaps you could read the blog post and see what I do do. You might find the tips and links helpful.

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