Brown Thomas Reviews 652

I had an issue recently with an order and I contacted customer service Conor was the person assisting me with my issue and he went to all lengths to resolve it for me successfully.
Thank you Conor for all your time and help.

Ordering online with a gift card was so easy. I also forgot to add in gift wrapping at the time of purchase and the customer service was brilliant. Anouska was so helpful and responsive on email and asked the warehouse to fulfil my request.

Callum from Brown Thomas customer service is amazing! He went above and beyond when my order was lost, and the thoughtful gift he sent for the delay was such a lovely surprise. His kindness and care and efficiency really made a difference — exceptional service! Thank you so much!!

Purchased the 2025 advent calendar. I was very disappointed to find it contained some samples given out by brands. I contacted customer services, who fobbed me off by saying that "not for resale " meant that they were produced for the calendar...which they had sold..to me. I have been given these samples many times in-store, I know a free sample when I see it. CS told me to return the calendar, at my own expense, knowing that obviously I had already opened it. Not a great display of honesty, Ciprain in customer services needs to know that the customer is always right. Particularly loyal ones.

Probably the worst customer service l have ever received from a retailer. I bought my wife a black Loewe leather bag from Brown Thomas, Dublin click and collected it in March, 2024 for her 65th birthday. We noticed a stain on the leather and reached out to their customer services.
Despite numerous emails, requested photographs etc, they offered zero resolution and told me in their last email that any restoration work would be at my own discretion and expense despite the bag being under guarantee until March, 2026. I also escalated my complaint to Joe, senior customer experience manager regarding this issue through Brown Thomas WhatsApp whom I disappointingly, have never heard of since despite promising via their agent that he would get back to me .
I also contacted the manufacturer Loewe Europe who arranged collection of the bag, carried out the removal of the stains and delivery back to us at no cost.
That's what I call customer service.
Through this personal experience, I will never buy any high ticket item from Brown Thomas, Dublin again because they abdicated all responsibility in this instance, I have come to the conclusion,
in the hope I would go away.

Terrible experience with online customer service and gift voucher redemption. Firstly a gift voucher I received didn't work due to an apparent BT technical error however the only solution apparently was that I had to get in touch with the original purchaser to contact BT and request a new voucher be sent. This was very inconvenient as the voucher was from a former workplace but nevertheless thankfully they were able to do this and a new voucher was sent a week later. However when I tried to redeem the new voucher the sticker on the back was faulty so I couldn't read the full number. I contacted BT who sent an auto reply saying they'd be in touch. A few days later I got another email saying as I had not been in touch the case would be marked as resolved! Honestly the level of customer service has been atrocious in so many instances and whenever I have highlighted this their response is pretty much 'that's the way it is' with no real effort to try to redeem themselves. I'm currently awaiting their next response but based on my previous experience my expectations are suitably low.

I got a damaged delivery, contacted customer support and they came back immediately. I was sent a replacement within one week and was contacted several times to ask if this was satisfactory. I was delighted with the product and the prompt replacement, not always the case on a smaller item. 100% satisfied with the Brown Thomas support.

Harry was a wonderful and very helpful CSR. I had a difficult email, but it was handled with grace, kindness, and humanity - and I truly appreciate and am grateful for Harry's excellence. Thank you!

I was parked in BT car park yesterday to collect homewares I had ordered there plus others from Marks & Spencer across the road.

I totally underestimated the weight of the M&S items. My daughter and I were struggling with them through Brown Thomas when Sally saw us and got her colleague to help us carry them to our car.

So grateful to you both. Thank you.

I emailed regarding my delivery and I got a reply the same day! Callum from the Brown Thomas Customer Service Team was professional, friendly and quickly resolved my query for me.

I ordered a gift for my daughters 18th. Paid for what they said on site was next day delivery. Item didnt come next day or the day after. No present for my daughter on her birthday. Customer care did nothing to help. Told me it was on its way. Courier confirmed they hadn't even received it. It was deliberately misleading the customer and false advertising which I would not have expected from a store of its so called callibre

Very unpleasant Click & collect BT Grafton Street shopping experience. The staff and the floor manager were unprofessional. I left the shop with the feeling I’m doing them a favour by shopping in BT.

The delivery was delayed due to DPD, the customer service was responsive and resolved the issue successfully

Absolute abysmal customer service. Had built up what I though to be a considerable amount of encore points from the previous year. When I went to use them I had noticed my loyalty points had expired a couple of weeks prior with zero communication from BT that this was going to happen. When I queried this with their so called customer service, was told I should have opted into email notifications 🤔 and what seemed to be a very generic AI response. For a company that deal in luxury high end retail, you would expect atleast some type of customer service to be on par, but unfortunately this is not the case here. Buyer beware when dealing with your hard earned cash and this company in the future. The customer and loyalty dont seem to go hand in hand.

Brianna in the new pop up Victoria Beckham stand is simply amazing. Amazing girl with very positive attitude. I didn’t feel under pressure but I bought loads of products in the end because she was patient and professional. An asset to brown Thomas
Limerick store has amazing staff throughout. Always helpful patient and friendly

Anna was very helpful and kept me updated regularly with regards to my return. She was very professional and pleasant. I've always found customers service at Brown Thomas to be top notch.

Katie in Galway store (beauty dept) was so helpful, friendly and went out of her way to help my daughter and I.

It took a good while to get a response back from customer service but when I did the lady (Anna) was very helpful and kind.

Brilliant service the BT whats app service is so fast and the team really did really help me solve the problem I had