Brown Thomas Avis 651

Excellent customer service in a timely manner

I ordered a Zadig&Voltaire bag off their website and it was faulty, the wings logo had started to come off. I contacted to get a replacement and the whole process was a mess. They took my bag off me and then, I get contacted by Zadig&Voltaire themselves saying that BT should not have done that and they didn't follow the process correctly. I'm hearing no updates on my bag at all and now concerned that I have none in my possession. Customer service is not good, I had to had to chase up all information myself and then when it came to finally getting a replacement, they provide me with a shipping number and a link to the wrong shipping company. Then contacting as I'm now receiving the new bag. Completely ignoring my emails now and not helping whatsoever so I take it up with shipping company as it was supposedly tried to be delivered, so now held at a depot. Having to reschedule the delivery to find out BT didn't even put my house number on the parcel label. Complete mess, felt like they had no idea what was going on and if I didn't chase up the information myself it would have gotten forgotten about, as every time I emailed or called, they had no idea what I was talking about and said they would find out information, then I would never hear anything back.

Great friendly service by franchisko in sunglasses 🕶️ department
I spent on Ai meta glasses just because of is friendly demo , he should be given raise

Wonderful so helpful

Great service and experience using the personal shopper

My experience shopping online at Brown Thomas was terrible. Its been a few times after I succefully purchased somthing on their website, then after a few days, they told me the products are not available. Just a few days ago, I bought a Samsonite luggage from their website, and the tracking number they sent to me isn't recognised by An Post (they told me thats the shipping provider). After contact with their customer service, they said its with FastWay, but the tracking number still not working. And their live agent is absolutly useless.

Very prompt response but I couldn't get my green bunny so I am disappointed. You guys are on the ball. Explanation was very clear not ambiguous at all. Thank you.

Joey went above and beyond to resolve an issue. Thanks Joey.

Delighted with response. The issue was sorted within a few days.

I had an issue with a deposit paid on a consultation which couldn’t then be found at the time of appointment. One email to customer service the following day had the issue sorted and deposit returned immediately.

I had an issue with a Dyson Airwrap I bought from BT. One of the attachments started to fall apart. I got absolutely no where with Dyson despite trying to get a replacement part for over a month.

By then, I just wanted a refund so I contacted BT customer service. I spoke to Carmel who was very helpful. She needed to check what was possible (fair enough) and then got back to me the following day to arrange a return and refund. She kept me updated every step of the way.

I returned it yesterday and will get the refund once they get it back. I'm very happy with the service from BT despite being appalled at the service and quality from Dyson.

Worked for a lynott jewellery concession stand in BT cork recently and had to leave after only 3 weeks over the way I was treated and spoken to by the manager. It was just a part time job to help me get through my masters, and while I wouldn't generally consider myself to be a very sensitive person, this manager had myself and other staff members in tears on the counter, in front of customers over the way we were treated, it was actually awful. Every staff member has now quit this job due to the managers behaviour , I've worked in a few retail and hospitality jobs over the years and I would agree that some managers can be tough, but l've never come across the likes of this woman. From someone who's worked in both corporate and retail environments, retail is 100% more stressful, for no good reason really!

Excellent experience! Conor was empathetic and sincere and quickly sorted my issue which was greatly appreciated. Working for a 5 star hotel as I do I innately know how tough customer service can be. My interaction with him made me feel valued as a customer and solidifies why Brown Thomas has the excellent reputation it has

Maybe it shouldn’t be a five star review. I can’t fault the interaction . I wanted to purchase some thing but they don’t post to Scotland . I’m very disappointed in this but that’s their policy and it’s the same for everyone . So why the five star review. . Customer service couldn’t have been more professional . They explained and apologised. I smiled at the manor in which they dealt with me . Although I didn’t purchase any thing but, the shopping experience was positive. Thank you for your polite and courteous response.

Don’t take the option for express delivery, it’s the very same as normal postal, takes ages but costs more. This has happened to me a few times , not just once.

Never received an order confirmation try to contact the support line saying there's a two-minute waited for half an hour and absolutely nothing also tried to talk to their online chat but it's an AI chatbot which can seem to help made an order or worth over €300 deeply disappointed that nobody will deal with this or help

For a start they don’t return calls!! I bought a Delonghi coffee machine from BT and is now tripping my fuses, it is still under warranty. BT’s solution is to carry this very heavy machine back to them for fixing, this is not a practical solution and they were most unhelpful

I recently purchased a concealer from their Grafton Street store after requesting assistance from a member of staff to select a cool-toned shade suitable for fair skin. I explicitly asked the staff member for a cool undertone. After returning home and checking the Charlotte Tilbury shade guide, I realised I had been given shade 2.5 (neutral/warm) instead.

The product remains completely unopened, and I emailed customer service to ask whether I could return the item to the BT in Blanchardstown, as it will be a lot easier for me than having to commute to the city centre (I do not live in Dublin).

Unfortunately, I have been informed repeatedly that it can only be returned to the original store of purchase.

The issue here is not simply their return policy. The problem is that their staff member recommended the incorrect shade, and despite explaining that I do not live in Dublin, I have been offered no practical assistance or alternative solution.

In addition, my email of 28 February asking two straightforward questions was not answered:

- How long do I have to return the item?

- Am I eligible for a refund if I cannot return to Grafton Street soon?

Instead, my email was ignored, and when I complained about it, I received the same template response repeated several times without addressing my questions. Customer service has been shockingly inadequate throughout my latest purchase.

Joey in CS was super helpful and got my query sorted very rapidly. She was understanding to my messages and was patient and pleasant.

I was looking to try Estee Lauder foundation for the 1st time. The main counter was busy but the lady told me to ask for Ian in the new beauty section. He was so knowledgeable as well as being amazingly pleasant and helpful. I was delighted with the service I received. Well done and thank you Ian!