Oliver Brown Reviews 

Alterations and replacement buttons were done quickly and within the agreed timetable.

I’ll preface this by saying that I used to love Oliver Brown; they made two amazing suits for me for my wedding (and that’s why I can’t bring myself to give one star here).
However, sadly I was close to giving that one star review here.
I went to their Jermyn St store a couple of weeks ago and bought two new suits from them, and left them to hem the trousers.
So far, so good.
When I was notified last Monday that the suits were ready, I emailed their ‘customer care’ email (ironic title) asking for them to be shipped.
A gentleman called Riccardo replied, and was incredibly reluctant to do so, but eventually agreed. At this point, frustration set in, as Riccardo was evasive, non-responsive, and - it felt like - deliberately unhelpful; ignoring questions, arguing, etc.
I eventually paid for next day delivery a week ago.
Finally, 5 days later and after several unanswered emails, Riccardo said they hadn’t shipped the suits yet. I asked for them to be shipped asap and asked why.
I was told that they had made additional alterations (none of which were discussed and certainly none of which I asked for or agreed to) and that I owed them money, hence the store hadn’t shipped (clearly no one thought to pick up the phone or email me). I told him that I hadn’t asked for any alterations other than the hemming of the trousers, and that - given the specific alterations he mentioned - the trousers would no longer fit me so please could he cancel shipping and issue a refund.
This seemed like a perfectly fair request given they had essentially rendered the suits unwearable by unilaterally deciding to alter them without my knowledge.
Riccardo, in his wisdom, decided that he would ignore this email, and subsequent chasers, for well over 24 hours and and then shipped them to me anyway, and told me that because he had done so I would not be able to be refunded.
When I asked for his manager’s email to escalate, Riccardo informed me that he was the manager, and there was no one else to bring this to.
It’s a shame to see a great company go downhill like this, but they clearly couldn’t care less about the customer experience. It pains me to write this, but avoid at all costs: plenty of other tailors in similar price range and quality who would be grateful for your business, and who don’t treat customers this way.
Oh and - what a surprise - the suits still haven’t arrived.

Great product and absolutely delightful - and very helpful and competent - service from those in the store

Jonathan is the best tailor I have ever met!

I made an order of a double breasted waistcoat with express delivery. It has been 5 days and there has been no update given. I have checked on the Shopify link and there has been no update given, it doesn’t look like it has been dispatched. Very disappointing.

Royal Ascot hired Jacket, waistcoat and top hat. Personnally attended the Solane Sq branch and had a fitting about a month before Ascot. Fully paid. Then collected on Friday 19th at 5pm expecting to just pick up the selected items. Well what an absolutely chaotic experience! i was with my two sons who also had ordered items to be collected. Nothing was ready, the items for me where all the wrong items and sizing and one of my sons was given a size 56 hat when he is a size 59! It was a horrible experience, poor staff were getting hit from all sides by all clients collecting at the same time! No excuse! Lee, a staff memeber saved the day and 45mins later we walked out with items that we had to make do with. Then we all returned the items on Monday as required around 1.30pm. We gave our feedback of the experience and also thanked Lee again for his help. THEN!!! today I get a mail saying I haven't returned the suit. Well I did and that has pushed me to now write this negative review. I doubt Oliver Brown cares - well I suggest he looks at the whole process instead or maybe prancing around on Instagram.

I ordered and paid for a gilet on Friday, 5 June. I received an email the same day confirming it had been dispatched by Royal Mail, together with a tracking number.

After the weekend, I checked the Royal Mail tracking and found they were still waiting to receive the parcel. I checked again on Tuesday, Wednesday and Thursday and nothing had changed.

I phoned Oliver Brown and was told there had been a "glitch". When I asked what this meant, I was informed that the item had not actually been dispatched because it was not in stock. I queried why an item that was out of stock had been sold online and marked as dispatched, but I did not receive a satisfactory explanation.

I was also told that the item was unavailable in their shops, so I requested a refund. Customer Services advised that it would take 3–5 working days to appear in my bank account.

By 18 June, no refund had been received, so I emailed again. I was then told that the refund had only been processed that day, following my enquiry, meaning I now have to wait a further 3–5 days.

My experience was disappointing. The item appeared to have been sold despite being out of stock, I was given a tracking number for a parcel that had never been handed to Royal Mail, and the refund was only processed after I chased it up nearly two weeks later.

My experience when ordering an Ascot suit:

1) told to come back to the store no more than 3 times. (2nd time there was one other client in there, 3rd time, I was the only client in there) On the 3rd time I stayed and asked to be seen. The staff were rude, in a hurry and treated me like an inconvenience even though I was only in there for about 5-10 mins.
2) Invoice and payment amount didn't tie up "due to a discrepancy"...invoice £240, payment £280
3) "Optional" insurance added to payment without it being discussed with me

But the most important point I would note....Ascot booking is £280 (£280 for that experience!!). You will be asked what day you are attending Ascot. You can then pick up your suit a week in advance but have to return by 10am the next day. I can only assume this is a policy to catch people out and charge them an additional £280. I would recommend saying you are going later in the week- that way you have flexibility or indeed can use the suit on more than one day.

Overall it was one of the worst shopping experiences of my life, which is a shame considering I was trying to support a local high street business. Interestingly a few people who I attended Ascot with also noted their disappointment in customer service at Oliver Brown. I would recommend going elsewhere and will not be using Oliver Brown again.

Ordered a tie and other items for Royal Ascot and paid for express delivery which would have ensured delivery well ahead of time.
Called the customer helpline which apparently isn't monitored as after several dozen calls was still not answered. I then tried emailing and eventually got an email back saying its been sent onto the relevant department. I never heard back from the relevant department but I did receive the items a few days late. Went to return the items but on the portal I have to pay £7.50 for the privilege. Tried calling again (silly me), then emailed and received the same generic reply that its been passed to the relevant department. I wont hold my breath and dare say I will need to pay to send the items back and lose the money for express delivery. Non existent customer service. The tie wasn't what it looked like online either.

My son ordered a made to measure jacket and trousers for a wedding in July. This was in March, as we wanted to be sure it was ready. We paid up front in full. There was no message to say the items were ready. After various text messages, none of which were responded to, I finally managed to get through by phone. I was told the person who sold us the suit had left. There was nothing on the system. I should ring Jermyn street. No one answered the phone. Is the suit ready? Who knows. And it feels like Oliver Brown don’t care either. Appalling service.

The staff were very helpful and helped me find the perfect smoking jacket

Great experience . They know exactly what you need for your occasion. They took a lot of time to ask about our Daughter Victoria's wedding, where it was being held and so forth so they had a feel for the occasion and what we had chosen to dress in would be fitting and appropriate. Thank you

I previously bought a white tie outfit and ‘smoking’ jacket and was impressed with the reception and professional approach. All well and good. I visited again to purchase some replacement buttons and am grateful that these were offered gratis. However , the whole interaction felt unwelcoming and begrudging. Which was a disappointment. Jermyn street is awash with outfitters and the experience does vary from one to the other : do better Oliver Brown!

As you can imagine, sharing the name with the company originally started as a coincidental joke, but once I began looking through the items available, I was hooked. I was looking for a special jacket for my wedding and as a couple, we wanted a timeless, elegant wedding and I needed something special for my suit to match this.
Once I found their smoking jackets, I was incredibly impressed. The specific one I went for was unlike anything I had seen anywhere else; fantastic quality, sophisticated and an item to stand out amongst everyone else’s present; because the Groom also needs to stand out! This was confirmed on the day when I received many genuine comments about the fantastic jacket.
Their “try before you buy” scheme is really incredible too. I love that idea and I had absolutely no issues what so ever. Delivered quickly, quick communication and returns extremely easy.
The actual communication I had with the company was incredibly easy and welcoming. I really do look forward to visiting their store soon!

Knowledgeable and pleasant staff and prompt delivery.

usual exemplary efficiency, fast delivery

Important component of order not sent. No explanation and slow response.

Very quick response and most helpful. As good customer care should be.