Made a mistake with the order on my behalf and contacted Rosie on the team who helped solve the problem in a very time sufficient manner ! Great experience and glad I was able to deal with such a nice... Voir plus
L'entreprise a répondu
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Ordered next day on a Thursday albeit after cut off for Friday, but didn’t receive until Monday although website said they operate on Saturdays. Spoke to CS for refund of delivery costs and they... Voir plus
L'entreprise a répondu
Took ages for correspondence once placed order to say item leaving depot. Due to this never arrived till day after Xmas. After several emails eventually got a response. As being posted to France . Onc... Voir plus
L'entreprise a répondu
Ordered various items over the years and never disappointed at the quality. Top quality clothing. Ordered two jumpers on Black Friday - it took a little longer than usual to ship (understandable),... Voir plus
L'entreprise a répondu
3,7
Moyen
228 avis
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Package not delivered
I ordered a sweatshirt nearly 2 weeks ago, and I haven’t heard any updates nor had a reply to my emails regarding the whereabouts of my order.
it is disappointing it has taken this long.
31 décembre 2025
Avis spontané
Réponse de Brother and Kin
Hi Ben,
Thank you for taking the time to leave us a review.
We’re currently receiving a higher-than-usual number of enquiries, which means our response times may be slightly longer than normal.
Our team is working through messages in the order they were received to ensure everyone is treated fairly. If you haven’t yet received a response, please rest assured that your enquiry is in the queue and will be addressed as soon as possible.
We cannot locate your order from this review however, we’ll be with you as soon as we can.
Best wishes,
Brother + Kin
Very poor customer service
I made an order on 07/12/2025and i have received no updates to where the package actually is. I have emailed customer support 3 times and not even had a reply !!! Order no:
42068
7 décembre 2025
Avis spontané
Réponse de Brother and Kin
Hi Colin!
We’re very sorry to hear about your frustration, and we'd love to make this right.
Unfortunately, no order details were provided with this review, so we’re unable to locate your order at this time.
We can assure you that our Customer Care Team are currently working through all enquiries as quickly as possible.
Thank you for your patience during this time.
Best wishes,
Brother + Kin
My package never arrived
10 décembre 2025
Réponse de Brother and Kin
Hi Aisling,
We’re very sorry any frustration caused during your shopping experience with us.
We can confirm that your order is currently at customs, so we recommend monitoring your tracking for the latest updates.
If you have any further questions, please do not hesitate to reach out to the team.
Best wishes,
Brother + Kin
No customer service becareful
We brought a jumper for my brother which was far too big, sent the jumper back for an exchange of size. Followed your instructions, jumper arrived back to you on 10th December according to Royal Mail. Yet we have heard nothing.
You now have the jumper and the money what do we do? We have emailed several times with zero response……..
This is very poor customer service
10 décembre 2025
Avis spontané
Réponse de Brother and Kin
Hi Zoe!
Thank you for taking the time to share your feedback, and we’re very sorry for the frustration and disappointment you’ve experienced.
Rest assured the team are working around the clock to get back to all enquiries. - We will have this resolved as soon as we get to your email.
Thank you for your continued patience at this time.
Best wishes,
Brother + Kin
Réponse de Brother and Kin
Hi Joanne,
Thank you so much for your feedback!
We’re really pleased to hear your order arrived quickly and that everything was perfect.
We truly appreciate your support and hope you enjoy your purchase!
Best wishes,
Brother + Kin
Very poor customer service
Very poor customer service, order placed 4 weeks ago in time for Christmas and still not shipped- emailed on several occasions and no response, i am so disappointed and will not be buying from brother and kin again, the lack of response is incredibly unprofessional
27 septembre 2025
Réponse de Brother and Kin
Hi Kathryn!
We’re truly sorry for the delay and for the frustration this caused during your shopping experience with us, especially as the order was intended for Christmas.
Your order has now been shipped, and we’ve responded to your email with the tracking details. We apologise that your earlier messages were not replied to as promptly as they should have been, this is not the experience we want for our customers.
Thank you for your feedback, and please feel free to reach out via email if we can assist further.
Best wishes,
Brother + Kin
Réponse de Brother and Kin
Hi James.
Thank you for the 5* review!
We're so pleased you're happy with your recent order, we hope to have you shop with us again soon.
Best wishes,
Brother + Kin
Good company
Good company. Good quality clothes. Good returns. All round would recommend.
3 décembre 2025
Réponse de Brother and Kin
Hi Charlie,
Thank you so much for taking the time to leave us a review, we're so happy to receive this rating from you.
We're so glad to hear you're satisfied with the quality of your items and found our returns process easy to use.
We can't wait to see you at checkout soon!
Best wishes,
Brother + Kin
Great quality! 100% would recommend
Great quality and i love the fit of the jumpers
17 décembre 2025
Avis spontané
Réponse de Brother and Kin
Hi Ellie!
Thank you so much for your feedback.
We’re delighted to hear you’re happy with the quality and fit of your new pieces.
Your support really means a lot to us, and we hope to see you again soon!
Best wishes,
Brother + Kin
Can’t get trackable information on the…
Can’t get trackable information on the order. Customer is unresponsive.
10 décembre 2025
Réponse de Brother and Kin
Hi Lance,
We're really sorry to hear you have not received your tracking information after this being shipped from our warehouse.
Not to worry, our team have reached out this afternoon to get this resolved for you.
Thank you for your continued patience at this time.
Best wishes,
Brother + Kin
my new favorite brand!
8 décembre 2025
Réponse de Brother and Kin
Hello,
Thank you so much for the 5* review!
It truly does make our day to hear you have found a new favourite brand, and we cannot wait to see what you order next.
Best wishes,
The Brother + Kin Team
Réponse de Brother and Kin
Hello Gabrielle,
Thank you for your review, we're really pleased to receive this rating from you.
We're glad to hear your order arrived on time, and we hope you love your new pieces!
Thank you for supporting our brand!
Best wishes,
The Brother + Kin Team
Ordered not been dispatched and no response
Ordered 18 days ago, and my order has still not been dispatched. Emailed on 3 different occasions and have not received a response.
2 décembre 2025
Réponse de Brother and Kin
Hello Isabella,
Thank you for taking the time to provide your feedback.
We’re sorry to hear that your experience shopping with us did not meet your expectations this time round.
We’re handling a higher number of messages than usual, which may cause a short delay in our email responses. Thank you for bearing with us.
We have now issued a response via email to resolve this for you.
Best wishes,
The Brother + Kin Team
I ordered a hoodie on the 28th…
I ordered a hoodie on the 28th November. It has now been 10 working days and it hasn’t even been sent off yet. I understand Black Friday is their busiest time however considering it has now passed over the 10 workings days I’m getting a bit worried about whether I will actually receive this for Christmas. I messaged on instagram and got a response however, wasn’t very helpful. I just expect a bit better and more appropriate responses.
14 décembre 2025
Avis spontané
Réponse de Brother and Kin
Hi Lucy,
Thank you for your your review.
We’re very sorry for the delay in responding and understand how frustrating this must be. During our Black Friday period we experienced an unusually high volume of orders and customer enquiries, which led to longer-than-normal response times.
Please rest assured that we have been responding to customer emails as quickly as possible. If you’re still awaiting a response, please be assured we’ll be in touch shortly.
Thank you for your patience with us during this busy time.
Best wishes,
The Brother + Kin Team
The time scales/ they sell stuff that’s…
The time scales/ they sell stuff that’s out of stock/ no replies to email have to constantly chase up.
8 décembre 2025
Réponse de Brother and Kin
Hello Francesca,
Thank you for taking the time to leave a review.
First of all we can only apologise for any disappointment caused by the out of stock item, however we can see that your order has now been successfully delivered.
We hope you love your new pieces, and we hope next time we can turn your experience around.
Best wishes,
The Brother + Kin Team
Réponse de Brother and Kin
Hello Ben,
Thank you for your review, we really appreciate this!
We are thrilled to hear that you love the quality of your recent purchase. - We take pride in the quality of our pieces here at Brother + Kin, therefore we are so pleased to see this has been reflected!
Have a great rest of your day, Ben!
Best wishes,
The Brother + Kin Team
Ordering and delivery information was…
Ordering and delivery information was spot on and good quality
30 novembre 2025
Réponse de Brother and Kin
Hi Maureen,
Thank you for your review!
It makes our day to hear your arrived quickly, as well as the pieces being of good quality.
Thank you for your support!
Best wishes,
The Brother + Kin Team
Réponse de Brother and Kin
Hi Noah,
Thank you for taking the time to share your experience.
We are thrilled to hear you love the quality of your new pieces, this is of high importance to us so we're glad you agree.
Thank you for your support!
Best wishes,
The Brother + Kin Team
Still haven't received item and eould…
Still haven't received item and eould not accept discount code ne er again will i be shopping
5 décembre 2025
Réponse de Brother and Kin
Hi Tara,
Thank you for taking the time to leave us a review, we're so sorry to hear we did not meet your expectation this time around.
We can see your order is due to be delivered today and I have contacted you via email to see if we can assist you further.
Have a great day.
Brother + Kin
Wrong item received and no reply from customer service
First of all I’d like to say that I absolutely love the brand sisters and seekers and have only ever had good experiences. They are my favourite hoodies which is why I ordered a hoodie from brother and kin for my boyfriend as a gift for Christmas. I ordered a grey pullover hoodie but I received the wrong item (a black zip up hoodie). I’ve emailed the support email as well as replying back to my order confirmation email as it says to do at the bottom of the email and I still haven’t received a reply. I would really like to sort this ASAP as it’s a gift for Christmas but really frustrating not to get a reply. I sent the first email 2 days ago. I’m not sure what else to do.
5 décembre 2025
Réponse de Brother and Kin
Hi Erin,
Thank you so much for taking the time to leave us a review, we're really sorry to hear you've not had a positive experience shopping with us.
We’re handling a higher number of messages than usual, which may cause a short delay in our email responses. Thank you for bearing with us.
I have now issued you a response via email and we look forward to hearing back from you.
Best wishes,
Brother + Kin
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