BrandAlley UK Reviews 

I have been trying to speak to someone for over three weeks now about an order and have not been able to contact any one.

Laura was very responsive and got the issue with my order sorted promptly.

Usually have refunds from Brandalley within 2 weeks but have used email and chat and phone and no reply . It is now 5 weeks since I returned it and waiting 20 mins so far at 9.20 am for the second time..first was timed out .
What is going on?

And since the reply…still no refund will have to raise a chargeback

Item ordered was not as described. I contacted BrandAlley in order to return for a refund. BrandAlley kept telling me to log on to my orders and select the order in question.
When I logged on no orders were showing up so I couldn’t select my order. I got in touch with BrandAlley who eventually said they would get in touch with the seller. I had to message BrandAlley several times before they eventually said they would raise a ticket number for their customer experience team to investigate! I had to keep contacting them about this before I eventually got a return label. I sent it back and now am am still waiting for my refund!
I got I touch with BrandAlley and the SAME scenario occurred, BrandAlley telling me to log on to my account and select the order! Once again I informed them that no order were being shown. Once again. Several messages later and BrandAlley say they will raise a ‘ticket’ so now I am waiting again!
The absolute worst company y to deal with!!! AVOID at all cost!!!

Just pray you don’t need to do a return which is almost unlikely when it comes to clothes. Delivery window is too long. Returned an itchy dress over a month ago and still have not received my refund despite paying for postage myself.

Ordered Russell and Bromley trainers (brand new) from them. They arrived dirty and with cracked leather. Difficult to contact anybody since their chat system is not working and hard to reach by telephone. Email service is slow and unreliable. Still awaiting refund over one month later. Am now having to raise a credit card dispute. My first experience of using BrandAlley and I shall never order from them again, far too much hassle.

Fatima was slow, but she searched out my package properly and sorted my query.

UPDATE, as at the 27th August, I have still not received a refund, even though Brand Alley received the items back on 3rd July ( proof was sent to them). After wasting hours on the phone ( over 20 minutes at a time), just to get cut off every time because they were too busy to take calls, exchanging messages with a useless AI "chat bot" and receiving repeated email responses saying that I would be contacted in 7 days, I decided to contact my credit card company and ask them to request a chargeback, in order to get my money back . This took more time amd effort on my part. Providing all the details again.
My actual rating of my experience would be at least MINUS 5 stars! Which is a shame, because I used to love shopping with Brand Alley. 😔

I have provided proof of delivery back to Brand Alley. The items were collected by Royal Mail on 1st July and delivered on 3rd July. I still haven't had a proper response. Every time I contact them electronically they say that they will get back to me in 7 days, but they never do!
How can this be just and fair to a good and loyal customers?!

I returned a complete order ( 3 items) weeks ago, but I am still waiting for a refund. Can't get through on Customer Service phone line. It cut me you off after holding on for over 21 minutes saying that " No one was available" I then went down the online chat route. That is a "chat bot". After a few message exchanges, I got a reply saying that someone from the Customer Experience team will contact me within 7 days.

A complete disgrace!!! They have still not processed my refund! Keep saying that the package is mossing/lost in their warehouse.

Your customer service is completely incompetent. For the past 5 weeks you’ve been playing delay tactic games! I have been sent the same standard blurb 50 times!!! Do not buy from this company!!!!

I placed an order but was still waiting for it to arrive after three weeks and therefore decided to cancel it. I completed the online cancellation and was almost immediately contacted via email to confirm my order had been cancelled and a refund would be made. Shannon from customer services was very efficient.

I bought a Dyson fan for £250 in early July for delivery mid July. Still no sign of it and its 6th August. What is worse, is that their Chatbot is hopeless, they never reply to emails (2) or Chats (4), and the phone has now cut me off twice after waiting 20 minutes as they are 'too busy' to answer. Does not appear to be any human in the loop anywhere! Ive bought a lot off BA over the years but this is my first time needing to contact them and honestly, I am shocked at how bad it is. Very unhappy and will be going to my bank to get a refund.

Jack was my adviser, he was polite, courteous and listened to my issue. He sorted my issue in a timely fashion and kept me informed by email during the process. Overall very satisfied.

Terrible service and did not know where my order was at all. Took my money for over 2 weeks and they did not deliver or knew where the item was when I chased them several times. Was constantly on hold when called them - they said they will refund my order now given they do not know where the item is but they are still advertising the product I bought on their website but have increased the price by £260!! All really suspect to me and I'll never order from them again! Complete waste of time and effort.

06/08/26 updated: have shared all details Brand Alley have requested - let’s see if they bother to do anything…will update again within 7 days depending on their response and resolution but have no confidence at all!! Just look at the negative reviews over the last few weeks absolutely shocking!!

Ordered something on 15/07/2026. At today's date the order is still processing. Was supposed to be delivered between 28/07/2026 to 01/08/2026. I have, unsuccessfully, to reach out of customer service by calling them, by sending a message in the chat and opening a ticket. More than 7 working days have been gone since I have tried to contact them but no answer at all. Scam company. They have just took my money. I'm going to report them for fraud.

Ordered a jumper. One month went by & no sign of delivery. I contacted Brand Alley but no response. Eventually claimed a refund via PayPal. Shockingly bad customer service. I won't ever use this company again.

The products are excellent value with a huge range across top designer brands. Furthermore, their customer service team are exceptional in resolving issues promptly. I had a return issue while the company were relocating their warehouse and Shanna resolved it super quick - nothing was too much trouble and communication was excellent throughout.

Just what i was looking for at a good price. Shame the delivery takes so long.

Really disappointed about BrandAlley, the company appears to be quite dishonest. I returned items which was arranged and organised by BrandAlley for Evri to collect them . It has been confirmed by Evri that the item has been delivered.This was done on the 31:07/26 and yet no confirmation from BrandAlley , though I have contacted BrandAlley multiple times, asking about my refund yet they have refused to respond to my emails with proper answers or refund me my money. It appears to me that they’re just trying to steal my money. I am really disappointed, and wish I didn’t purchase from them. All the emails that I sent to you. Your responses that we have given your case to the experience team , who will be investigating the issue and get in touch , yet nothing was done. None of your emails made mentioned about my returned items, being received or acknowledged. I felt disappointed and ignored by BrandAlley. I only received a message from you about my refund being processed today, after given a feedback yesterday.BrandAlley sent an email to me the 30/08/2926 , stating that my refund has been issued , however that has not been done. They sent me another email on the 17/08/2026, asking for more details to be provided about an items that they claimed to have issued a refund on the 30/08/2026.They are such a dishonest company .

Based on my experience with Shannon, my query was dealt with efficiently and professionally. It took a week for my query to be picked up but once it was, the matter was resolved.

siren had not arrived and a full refund was issued - very pleasant email from Fatima in customer care - only issue is how long it takes from initiating a query to CS emailing but otherwise very good service