Brown Thomas Reviews 652

I've had numerous bad experiences with Brown Thomas and their website, to the point where I'll never purchase from them again.

I've had to pay for returns on items that were sent in an incorrect size, as well as items that weren't even mine in the first place (which created a massive issue in getting a refund on what I actually paid for).

However, purchasing a luxury bag and not getting an e-mail receipt (or any evidence that I even ordered the item under my account) takes the cake. They were more than happy to take the money from my bank, whereas their website indicates that I never even made a purchase to begin with.

I expect some sort of order confirmation or proof of purchase when spending a large amount of money online. The service offered by this company is completely and utterly useless. Avoid like the plague.

I recently had the pleasure of interacting with your team regarding an exchange,
I would like to give a special mention to Terry whose professionalism & cheerful disposition made the entire experience hassle-free, he was particularly outstanding, he made the whole process an example of excellent customer service.

Edit; I am changing my rating to 4 stars thanks to Siobhan in the CS team who resolved the issue very quickly after my complaint.

I received a broken DeLongi toaster as part of a set, it took me forever to get to talk to someone who then arranged for the faulty toaster to be collected and inspected by the electrics dept, which was on 23rd Jan, again after trying for 45 minutes to talk to someone yesterday they confirmed that they had the toaster but it hadn't been inspected yet - it's been three weeks and I have no idea what is happening!

Excellent Customer Service following the return of an item. All questions were answered promptly and with an agreed solution each time. Special mention to Ava who remained in touch throughout. Refund actioned very fast.

I bought an item and was meant to collect it but my trip was cancelled and customer services are very kindly posting it to me. Super efficient and excellent service. Thank you so much.

Customer service were excellent with following up on an order I was chasing and kept me Informed of the progress at all times.

Although there was a transit damage issue with item delivered, BT customer service responded promptly turning a negative experience into a positive one. Highly recommend.

The staff in here are absolutely scandalous they are so rude after I bought something worth 50 euro they follow you around the shop like your an object makes me feel awful about myself

I love to shop here for the last 2-3 years. Great customer service in-store, great vibe, beautiful store. Only complaint would be Men's dressing rooms, they could have better lighting and look better.

-1 I gave for customer support that you get when you call and for online chat than can't even tell the in-store stock.
Yesterday when I called, I got someone from the store and the call ended from their side, they never called back. After that, next 3 calls, when someone answered and forwarded me to someone in-store, nobody answered. It was very hard to just get information about stock so I just went to the store and bought what I needed (Bag I wanted was only 1 piece left so I was lucky!).

I placed an order three weeks ago and had a problem with An Post returning it to sender without attempting delivery. Brown Thomas customer service were very helpful with getting this order resent to me, which I received today.

I had a query on my spend on gift card and through the Whats App Chat a very helpful guy called Conor got back to me very quickly with my query resolved.

Ordered for click and collect and nothing. Emailed, called, whats app-ed, done online live chat and nothing. been waiting 20 days for an order. horrendous customer service.

I emailed the customer support team regarding an outstanding package. They responded with details around the delivery challenges which were outside of their control. Once I contacted An Post, the package arrived within a couple of days.

I had an issue with an order not being delivered which was resolved by Kevin in record time.
I sent an e mail on Monday and the Order was delivered the next day. Thanks Kevin and Brown Thomas!

I made 2 purchases last week. Received 1 package last week, second package which is an expensive purchase has still not been handed over to a post. I have spent nearly 2 days between calling ( phone lines are extremely busy ) which means they do not have enough staff, to emailing to respond or using WhatsApp and taking to a bot which tells you to wait so more time.

I worked in Brown Thomas Dublin back in 2005 to 2010 and can say I am shocked that they can treat customer in a high end retail store like this.

I am trying to contact someone for a refund because it is highly unlikely I will receive my purchase.

Ordered 2 perfumes which were shipped separately. The first one that shipped never arrived, according to An Post they didn't receive it. Tried to contact customer service by phone with no joy, sent an email that has had 0 response and their AI WhatsApp chat just keeps saying someone will get back to me for days. Apparently will have to just request a chargeback from the bank because their customer service will not engage for a resolution to ship a replacement. Never again.

I placed an order for a Christmas present on the 13th of December. When the delivery arrived on the 16th, the incorrect item was received.
What I had ordered was a dress, while I received a scarf.
I reached out via the 'Email us here' section of their website.
I did not receive and still have not received any response to this email.
So a few days later (the 18th), I sent a message to the chat function on Whatsapp, which was an AI and was unable to assist (as it repeated the same two questions over and over) and would not connect me with a person until the next day (even though I was sending frequent messages for several hours asking to speak with a person).
When I was eventually connected to a person late the next day, I explained the issue, they were initially apologetic, but they soon made it clear that they would not send me the item which I had paid for until the item that they had incorrectly sent to me was returned to them, they also would not refund me for the item I had not received. I was told that this was standard company policy.
They provided me with an AnPost return label for the incorrect item on Friday (20th), so by the time I was able return this item it was at the end of the business day, but they did acknowledge receipt of the return tracking from AnPost.
The correct item was not dispatched until the 24th of December. So it was not received for Christmas, it was eventually received on the 3rd of January.

Addition**
I have reached out to Joe as he requested in his response to me, but have received no reply, evidently not a company who is interested in customer satisfaction or retaining repeat customers.

Sold me 2 Duvet sets that said included fitted sheets and pillowcases. But they both never came with the fitted sheets. Sent an email which they ignored. Won't be purchasing again.

I initially had a series of frustrating experiences with Brown Thomas and Arnotts, including delays, stock issues, and order cancellations. These situations were particularly disappointing given the value of the items and my trust in the brands.

For example, order #5886019 (a Ralph Lauren sweater) was canceled due to a stock issue, and order #5892110 (a briefcase) was delayed for weeks with limited tracking updates. More recently, order #5910432 (Ecco shoes) was also canceled, which added to my frustration.

However, I must commend the efforts made by the Customer Experience team, particularly Joe and Siobhan, who went above and beyond to resolve these issues. They sourced a replacement for the sweater, ensured the briefcase was shipped via DHL, and provided meaningful gestures of goodwill, including discounts and loyalty credits.

While the initial problems highlighted areas for improvement in inventory management and communication, the resolution showed a genuine commitment to making things right. Their willingness to engage directly and address my concerns has restored some of my confidence in the brand.

I appreciate the hard work of the team during what I understand to be a challenging time, and I hope their efforts to improve processes will prevent similar frustrations for other customers.

Great Service and polite , efficient customer service replies . Always sort the problem out no matter what .