Brown Thomas Avis 652

I had an issue with an order which was resolved by Danielle in record time. I sent an e mail at 9.15am and the matter was sorted by lunchtime with a replacement product despatched immediately. Danielle replied promptly and I felt very re assured by her efficiency etc.

Overall a great experience and excellent customer service. Thank you.

Purchased a Christmas present on 14th December. Unfortunately the item was unwanted and I tried to return on 8th January, only to be told this was outside the returns window and there was nothing they would do. Extremely poor customer service and a very unreasonable returns window for the festive period. I won't be shopping at Brown Thomas again.

I recently purchased a jacket from the sale in Brown Thomas. Upon bringing it home, I noticed that all the buttons securing the front were loose, with pulled threads indicating poor stitching.I know this was not the usual quality I expect from this particular brand or Brown Thomas.

I returned the item to the store 9 days later, explaining that it was faulty. Under consumer law, customers are entitled to a refund or replacement for faulty goods within six months of purchase. However, I was told that sale items could not be refunded, even if faulty, and was only offered a replacement. I declined this, as I no longer trusted the quality of the item, and requested a refund, which I was well within my rights to do.

Despite my explanation, the staff member refused my request and denied me the opportunity to speak with a senior team member who was in-store who could inspect the jacket rather than over a text message. A fourth staff member then approached and not only refused a refund but implied I had caused the damage to the garment, stating it "wouldn’t have left the store like that." This was incredibly upsetting and embarrassing.

I was told that only if the buttons had completely fallen off would it be considered faulty enough for a refund. The staff member then suggested I return the following day to escalate the issue with a manager, which was impractical due to my work commitments.

Feeling anxious and uncomfortable after such poor treatment, I accepted a gift card just to leave the store as quickly as possible.

Brown Thomas has always been a special place for me to shop, but this experience left me anxious, embarrassed and completely disheartened. To be accused of damaging the item and denied a resolution for a clearly faulty product is unacceptable. This is not the standard of service I expect from such a reputable store.

I am deeply disappointed with the customer service I have experienced at Brown Thomas. I ordered the Skims Long Sleeve Button Up Pyjama Set as a Christmas gift, but the order was delivered incomplete — the pants were missing.

I first raised this issue on December 26th and have since followed up multiple times via email and phone. Despite my persistence, there has been no resolution to what should be a straightforward issue. My most recent interaction, referencing Query Number 1023535, offered nothing but vague assurances that the matter would be resolved "within a few days to the end of the week." Given the time that has already passed, this timeline is completely unacceptable.

This entire experience has been beyond frustrating. The lack of urgency, empathy, and proactive communication from the customer service team is shocking. For a trusted retailer, this level of service is deeply disappointing and has caused unnecessary stress and embarrassment.

I have always found it very difficult to buy jeans, but found a true expert with a vast amount of expertise and patience when I visited Brown Thomas in December. Caoimhe spent 1.5 hours looking after me and several other customers at the same time, but made every one of us feel like her only customer. We were all treated to her honest and patient approach and she ensured I didn't leave without a pair of jeans I loved & felt great in! I returned today, wearing the jeans, to buy another pair, and was once more greeted by her smiling and enthusiastic demeanor. Caoimhe remembered me and was once more so pleasant and gracious. Thank you 😊

At the time of writing, an online order with a Designated Day of Delivery for Friday 3 January 2025 has NOT arrived.
The story thus far : when I did my online order earlier in the week, I paid £13 or so for this service (although your website did not prompt me for my designated date and let the order go through regardless so badly designed) so I had to go through a rigmarole of ringing, not being answered because "our lines are extremely busy" - code for no-one is there to answer your call, I believe.
Next a webchat with AI that couldn't help, so I needed to ask for a human being to answer. Someone called David then wrote to say that he couldn't amend my order but "...has requested that the shipping department organise this once your order has been located and sent out..". Hmmmm, that didn't happen. Wrote back on the same webchat and get the same "...our team is currently assisting other customers. Please check back soon, and we'll be ready to assist...". Funnily enough, this hasn't happened either, despite "checking back" several times and just getting the same message.
This is woeful for a store that prides itself on being at the luxury end of things.
I grew up in Ireland when Brown Thomas was a byword for luxury and high end goods and service. How times have changed!
So, here I write, with no idea where my order is, when it will be delivered to my nephew for his birthday (now over) and with no-one (AI or human) bothered to help me.
Astonishingly bad form, Brown Thomas!

I contacted Brown Thomas vis email after an issue I had with a pair of trainers. Despite it being a busy period over Christmas, I received a print response from Ava who sorted the issue out without hesitation and made the process very simple and easy.

Had a refund enquiry. Tried live chat....hopeless. Was connected to an agent, then left hanging. I didnt realise that id actually been disconnected.
On the plus side...I emailed Brown Thomas to complain. They responded almost immediately, apologised for the glitch with live chat and explained the situation enough for me to understand. So, im happy 😁

Excellent service which exceeded my expectations. Very helpful staff who went above and beyond to resolve my query and post the product. Thank you.

Absolutely appalled for such a big company !
Ordered products that were said to be in stock to later get a notification to say half my order would be missing due to items not being in stock and placed a new order with different items to have the exact same thing to happen AGAIN

Received very quick and prompt customer service assistance. My problem was resolved efficiently and promptly.

Have purchased Le Labo perfume in Brown Thomas before and had a pleasant experience.
Last 2 experiences in the store have left a really poor impression. Looking for a particular sample of 1 or 2 perfumes as I was planning to buy 100mL bottle of one as a gift. I wanted the person to wear and try them before I purchased! The first time I was shunned and basically told ‘well I can buy something if I want’ and made to feel a complete inconvenience even asking. This time I was told they’re not available and said ok but then the shop assistant was so incredibly rude saying ‘well you know it’s Christmas, we’ve run out of samples’. I understand it’s hectic and you may be out of samples of course; no manners seems to be par for the course with this counter. I simply wanted to sample 1 or 2 perfumes as they would be a gift where I was willing to spend €295 on a bottle. I have received samples before with a purchase so was under the impression they would be available, would be happy to purchase. I reached out to customer service after the last time but they just stopped responding after a mail or two. No issue if samples aren’t available but it’s the sheer lack of manners that made the experience awful. Save yourself the experience of being belittled.

I was worried I wouldn’t get my delivery on time due to MY OWN tardiness in ordering gifts online! However THANK YOU to customer care @btcustomerservice my orders were delivered today! I just wanted to thank ALL of the TEAM in Brown Thomas for being so kind and courteous ALL YEAR and having these gifts delivered impeccably all year but especially when it’s as crazy as Christmas 🎄 and the STANDARD NEVER WAIVERS!👌👌 thank you TO ALL the TEAM also @ BROWN-THOMAS GALWAY and to Roisín in customer service there who is always impeccable 👌. Merry Christmas 🎄 to you ALL and THANK YOU ☺️ 🤗ALL SO MUCH ONCE AGAIN❤️.
Kindly , Ruth Hansberry.

The 4 star is for marta who helped me with my issue of getting Christmas boxes sorted. She was very helpful regarding this situation…. I was very dissapointed after ordering lots of things on the website, only to find out that there were no Christmas boxes this year ( big mistake as far as I’m concerned) when you’re spending a lot of money, you expect to be able to purchase gift boxes , have done for years… Thankfully, marta and a bt 2 store close to me, my problem was eventually solved in time for Christmas

Conor was really helpful with my Click & Collect problem - caused by inattention on my part. Very pleased with our chat today - thank you!

Returns process from Northern Ireland is exceptionally poor. Paid for return labels but they were not sent. Depot 30 miles away. Still waiting on a response from BT as to what to do. Online retailing in the United Kingdom is much slicker even with value retailers. BT is a luxury retailer with a clunky app and returns process. Be prepared to waste time and get frustrated.

Initial frustration at the difficulty in getting a response from BT upon receiving the incorrect item ordered for my husband’s Christmas gift gave way to delight. I managed to get through via WhatsApp where Lianna was extremely helpful and moved swiftly to rectify the issue. Thank you Lianna, you saved the day ⭐️

I would like to thank Dylan in Grafton street Brown Thomas for such brilliant customer service. I was looking for a gift for a dear friend and wanted something specific and sentimental. Dylan approached me and kindly gave me an array of options, explaining the meaning behind the Dyptique brand and the symbolism for each fragrance I looked at. After deciding on the perfect candle, Dylan offered to gift wrap it and took his time to carefully and meticulously prepare it for me in beautiful wrapping and a bag. I really appreciate the time and effort Dylan put into making sure I was completely satisfied with my purchase. I will be returning again to Dylan in the near future. 10/10. He really went above and beyond.

Once again, Conor has been a pleasure to work with. Friendly and quick to answer my questions. First class!

Brown Thomas are great to deal with. I have a query regarding the points on my loyalty card. Sarah, in the Customer Service Team contacted me promptly and had the issued fixed.