Brown Thomas Avis 652

I was asked to contact customer service after my last review. I contacted Joe and was sent back the warmest email with courtesy and understanding.
It makes you feel that there is someone who cares and you’re not just a number.

Thank you!!

### I have since spoken with Joe the customer service manager for Brown Thomas online and he has helped to resolve the issue and replaced the item and given me a further credit in goodwill which I appreciate it is just a shame that the original order wasn’t handled correctly ### I placed my order for click and collect 26/04 and I am still waiting for this to arrive to store contacted customer service chat team 9/05 to be told on 11/05 they would check with the store had to follow up again with them 13/05 replied to me 14/05 to say they sent a replacement to the store never asked if I wanted this or told how I could track the order have since emailed them for this info on 15/05 and 16/05 and no response rang the customer service line at 7:30pm 19/05 to get a message to say they were closed even thought they say the line is open until 8pm left a message got a call back this morning at 11:30 agent was disinterested in doing anything kept saying I had spoken to her colleague and they had sent the replacement I advised I was never asked if I wanted this she told me to please allow 2 hours at most to look into to my order and she would call me back. Guess what no call and it is now 15:10pm almost 4 hours after our conversation. I have again called the customer service line the message advises a wait time of 3 minute's I was 12 minutes waiting to speak to someone to then get a message to say the line was busy and leave a message. As a luxury store I am absolutely appalled at the complete lack of follow up and non-existent customer service I have never had to deal with such terrible service and will not be shopping with Brown Thomas again they have taken my money and given no product and won't answer calls (which I am being charged to make) or emails for a refund to be processed this is unacceptable that a retailer can take my money and ignore every contact I make for my goods to be provided or refunded

I bought a new kettle in the homeware section on the third floor earlier this morning (Saturday 17th).

I would just like to thank again the assistant (Paul) who went to no end of trouble to find me exactly what I was looking for in terms of colour etc.

Really Brilliant Customer Service - Paul thank's so much indeed.

I was very impressed with customer service response to an issue I had with a product. It was dealt with, swiftly and appropriately. Will be shopping here again. Thank you.

NEVER BUY OR GIFT A GIFT CARD from this shop. Absolute scam. and I cannot even emphasise enough what a terrible customer service they have. Completely useless and incompetent. If you purchase online, pray that nothing goes wrong with your order otherwise you’ll lose all your $$$$ and time and nerves. Absolutely disappointing system for such a shop. If I could give 0 stars I would.

My husband purchased a pair of black Christian louboutin iriza shoes as a gift at Christmas, which I wore for the first time last weekend. The shoe coloured my feet black as well as the inside of the shoe is now black and the stitching is coming apart. I left a review on trust pilot about my customer service experience which wasn’t great and Joe (manager) reached out to assist us. Within a few days he had set up return for me and processed the refund of the faulty shoe.

Very prompt and seamless experience returning a faulty item. Postage was paid and refunded for the item with understanding for a non typical return being 3 months after I purchased the item. Very pleasant experience.

Was in @officialbrownthomas Cork today @ the Bobbi Brown counter. Was looking for a specific lipstick & the young lady & gentleman were both very helpful & the young guy kindly offered to go off and check a recent delivery to get me the lipstick. He also gave me a tip on not pushing the lipstick up too far! I was super impressed with them both!!

Update 18th April: Someone more senior read the case in full and refunded me. A very strange experience in all, but they fixed the situation in the end and were very apologetic.

Update 17th April: Just after I posted this they got back to my email from today. I am not sure if it was related. They said the 'case is currently with the brand'. Very courteous and professional email. Let's see what happens.

Original:
I initiated a return of an AirConditioner that did not work on March 31st, they collected the item no problem on April 7th, but they still have not confirmed my refund on April 18th and I keep getting just copy and paste answers of 'to leave it with them' on their whatsapp customer service line. I have been a loyal customer for over 20 years and my family and I spend thousands every year and we have never had a problem. This is extremely disappointing and might stem from me having bought it online from them. I can see why people are starting to just get stuff from amazon as their after purchase care is instant and effective. I am really surprised and disappointed at Brown Thomas.

Had a wonderful experience with Sarah in Skims. Very knowledgeable i purchased some shape wear for wedding I was over 40 minutes in in fitting rooms and Sarah was extremely patient with me. Great

Purchase directly from Skims. If you get the wrong sizing you will be able to return the item direct to skims with no questions asked.

You are not able to return to brown thomas. They will categorically tell you they not fall under their returns policy.

As I am sure you can imagine this is an item to need to try on so don't lose your money.

The only difference by ordering from skims direct it will take postage a couple of extra days that's it.

I got an email saying they would not acceptu return. No mention of sending it back to me or not either. They have not responded yet.

Horrible company. I will never purchase from them again.

Also the comment below is completely for show. I did reach out and got no response. Thought id update when i was back on here. 29/11/2025.

I placed an order with Brown Thomas on April 13th, opting (and paying) for their Standard ROI Delivery, which is clearly advertised as 5 working days. What they fail to mention—until after you’ve paid—is that dispatch alone can take up to 3–5 days, with delivery then taking an additional few days. This is incredibly misleading and contradicts what’s shown at checkout and on their FAQ pages.

I contacted customer service via WhatsApp (their only apparent support channel), where I received vague, copy-paste answers and zero accountability. I asked a simple question: **What is your actual delivery promise?** Five days total (as advertised), or 3–5 days for dispatch + delivery time? I was never given a straight answer—just deflection and repetition about estimated dispatch.

After pointing out the inconsistency between their stated policy and what I was being told, they stopped replying altogether. I’ve received no email updates, my order doesn’t appear in the app, and the communication has been completely unacceptable.

Brown Thomas markets itself as a premium retailer, but this experience has been anything but. If your logistics are slow or your systems are broken, be honest with your customers up front—don’t bury the reality in vague language and then disappear when people ask questions.

Big thank you to Carmel who helped solve my issue on line, I purchased an item on line using gift cards and returned it by post, forgetting that I had recycled my gift cards! Carmel was great, reissued a gift card and sent it to me by post.
Thank you

I ordered earbuds on 2nd April, got an email saying they be ready for collection on 6th April, I'm still waiting, got in touch with CS yesterday, was told he will ring me back, never did, not surprised, got onto their messaging service, was told it will be looked into and I will get an email, I never did, got onto their WhatsApp messaging, was told because its an electrical item it will take longer, funny though, because i ordered the very same item in september for my niece and I was able to collect it in a couple of days, and now I'm told it will be ready early next week, seems to me they lost the item, or a member of staff has sticky fingers and now they're putting in a whole new order

Customer service excellent. Responded quickly and solved issue immediately.

Attended the Cork city store on a weekend away to buy a bag I had been longing for a long time. I entered the store and went to the area I wanted and was met with this fab woman. She explained that the bag I wanted has been discontinued but showed the best seller for the same brand.
She not only helped with choosing bags but explained to that I could get tax back as I was a resident in Kuwait. She truly went above and beyond! Thanks so much!

My Experience in Hermes was definitely not pleasant , got a gift from my husband, trainers from Paris , it was told him , he could exchange in any Hermes shop , so in the store today manager refused to change it and didn’t accommodate any solution , just told me to go back to the store I bought them , sure Paris is behind the corner and offended me even saying they were from last season . I am sorry a brand like this is represented this bad . Not advice anyone to this kind of experience after spending money for the brand .

GIFT CARD SCAM

DO NOT BUY GIFT CARDS FROM THEM

I bought one for a family member expecting a delivery on their birthday and after purchase the amount was taken from my card from Hemingways who manage their gift cards and I got no order number or confirmation email and my family member got no gift cards. Reached out to CS and they wouldn’t help me and stopped responding after a couple messages I’m shocked with their response, 100€ down the toilet a disgrace

My order included small bottles of perfume on a gift set. On receipt of my order I noticed one of the bottles was almost complely empty.
I contacted the BT Customer Service team and received an answer within an hour. Siobhan was the lady who helped me. She apologised and assured me it would be sorted. She also provided me with the steps necessary to return the package. Which I did. A replacement order was dispatched that day and I received it within 48 hours.
I was very satisfied with the service I received and will have no hesitation ordering again from BT. A big mention to Siobhan in BT who provided a super service to me throughout.

I would give zero stars if I could regarding the online delivery service, ordered a parcel for same day delivery Dublin on Thursday morning, let’s just say it’s now Monday morning and I still have no parcel and everytime I get on to customer care I’m being told it’ll arrive the following day, no sign of the parcel today either, save your money and don’t bother with them, they will pass you off no matter how much money you spend. Very disappointing. Don’t offer same day or even next day delivery if you can’t provide it.

Update: it took me contacting the courier directly to get my parcel sorted but eventually got it, so definitely still would not recommend shopping online with Brown Thomas, I also found it slightly concerning that I was contacted by the senior customer service experience manager ‘Joe’, he offered me a gift as an apology, and let’s just say we are heading into may now and I still haven’t received said apology gift, so yes the customer service is just as bad as the actual online shopping experience!!!!