Despite emailing at least twice to advise I was unable to find their returns on royal mail using their returns link, I received no response. Their company is registered as Trail Treks not Brakebur... Voir plus
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Lisez les avis des autres
Contacted Brakeburn direct as unable to get last years platform denim sandals. Gabrielle responded quickly and asked me to leave it with her as to whether she could find some. Within a few days she h... Voir plus
L'entreprise a répondu
After waiting three weeks for my delivery and being told It was going to be dispatched by the end of the week twice, my order was then cancelled and refunded as the items had gone out of stock! Shocki... Voir plus
L'entreprise a répondu
I've ordered from Brakeburn before and generally love what I get. This time, nothing quite suited. When I tried to initiate a return with the QR code to link to Royal Mail, I'm told they are not avail... Voir plus
L'entreprise a répondu
À propos de l'entreprise
Écrit par l'entreprise
British easy-living fashion brand. Womens and Menswear. Hand-drawn prints designed in Dorset. Free UK Delivery on all orders over £60 and Free UK Returns.
Coordonnées de contact
Willis Way 1, BH15 3SS, Poole, Royaume-Uni
- www.brakeburn.com
3,0
Moyen
443 avis
Aucun historique récent de demande d’avis
Cette entreprise n’a pas récemment invité ses clients à l'évaluer, donc les avis ne sont peut-être pas représentatifs.
A répondu à 91 % de ses avis négatifs
Répond généralement dans un délai de 2 semaines
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
Excellent service re refund
I got in touch with Brakeburn as I had not been refunded for a pair of sandals that I had sent back. Turns out the parcel has been held up by Royal Mail hence why no refund had been received. I spoke to a lovely person called Marianna who within a few emails solved the problem and refunded me my money. Excellent service.
27 août 2025
Avis spontané
Réponse de Brakeburn
Hi there
Thank you so much for taking the time to leave us a review and we are so happy to hear that Marianna was able to get this resolved for you!
We appreciate your purchase with us and we hope you choose to shop with us again in the future 😊
Kind regards
Brakeburn Customer Care
Very good customer service
Very good customer service, my query was dealt with promptly and efficiently. Good communication and a satisfactory resolution to my problem.
24 août 2025
Avis spontané
Réponse de Brakeburn
Hi Caroline,
Thank you for leaving a review of the service that you received and we are so glad to hear that our team were able to help you with this!
We hope you choose Brakeburn again in the future 😊
Kind regards
Brakeburn Customer Care
Great customer serviceI
I love Brakeburb clothes and it is usually so easy to order and return. Unfortunately Evri have been slow in the return of some items which meant I have had to chase Braeburn for my refund. However the service I received was quick and friendly and resolved efficiently. Well done Marianna.
22 août 2025
Avis spontané
Réponse de Brakeburn
Hi Joanna
Thank you for taking the time to leave us a review and we are so happy to hear that Marianna was able to get this sorted for you!
We are so glad that this has been resolved for you and if there is anything else that we can do for you, please feel free to reach out! 😊
Kind Regards
Brakeburn Customer Care
Helpful customer service.
I sent a return which was held up en route by Royal Mail & Marianne dealt with my email swiftly & refunded my return despite not receiving it & said they would contact Royal Mail about the delay. I was very pleased with the customer service.
22 août 2025
Avis spontané
Réponse de Brakeburn
Hi Jeanette
Thank you for taking the time to leave us a review and we are so happy to hear that Marianne was able to get this resolved for you swiftly!
We are so glad to hear that you are pleased with our teams service and we do hope you choose Brakeburn again in the future! 😊
Kind regards
Brakeburn Customer Care
Very slow returns - Still waiting.
Update 26/8/25 (See below for original review).
I have now received a full repayment from Debenhams (DBZ). Who took the original order on 6/7/2025
I ordered 2 Jackets from Brakeburn - using the DBZ website on 6/7/25. They arrived quickly, but both were much too big, so both were returned as instructed on the form, by Evri.
To date 18/8/25, I have not received a refund for the 2 jackets, even though I have had notification that a refund would be issued. The customer service is slow to reply, but still unable to resolve.
The return parcel has not arrived back to the Brakeburn address, but it is in the Evri system 'lost'.
Now I have checked reviews, I can see other people are having the same problems? Totally dissilusioned - I like the Brakeburn clothes, but won't be ordering from them any time soon in case this happens again.
6 juillet 2025
Avis spontané
Réponse de Brakeburn
Hi there
Thank you for taking the time to leave us a review and we do apologise for any disappointment that has been caused.
We appreciate the situation at hand with the order placed through Debenhams and any frustration from this.
Our team is always available between the hours of 9:30-5:30 Monday to Friday. Within our opening hours we aim to respond to all messages within 72 hours, however during busier periods our response times might be a little longer.
We can advise that our team did try to look into this for you to help get this resolved, however orders that are placed through other outlets such as Debenhams will withhold the transactional details, so our team are limited on what they can do for purchases that are placed through another retailer.
We can only apologise in the delay in your return and refund getting to you as expected, however we are happy to hear that this has since been resolved.
If there is anything that we can help you with in the future, please feel free to reach out!
Kind Regards
Brakeburn Customer Care
Iffy customer service
I have ordered several items from this company and been pleased with the quality of the clothes and the speed with which they have been delivered. However, returning an item was a different matter. I recently bought a dress that didn't fit and tried to generate a return via Royal Mail. I was sent a returns label but no QR code. The post office told me they couldn't print it out and some companies didn't always provide the QR code service. I called customer services and they told me they would send a QR code and email it to me. Nothing happened. I called again and was told the same thing. Still nothing. I had to go to Rymans to get the original label printed and queue up again in the post office. I then waited 11 days for a refund before emailing and asking when it would arrive. No one communicated with me but I did at least get a message from PayPal to say I had a refund.
17 août 2025
Avis spontané
Réponse de Brakeburn
Hi Susan,
Thank you for taking the time to leave us a review and we are so sorry to hear that you had some difficulties making your return to us on this occasion.
We apologise that the Royal Mail returns process did not run as smoothly as hoped. Unfortunately, we did experience a few difficulties in customers getting their QR codes to return to us as expected, which has since been resolved with Royal Mail.
We do hope that this experience does not deter you from shopping with us in the future.
Kind Regards
Brakeburn Customer Care
I've was worried after returning a…
I've was worried after returning a parcel back to Brakeburn as after 2 weeks passing I hadn't heard anything. I contacted the customer services with my tracking number and the next day I was refunded. Evie from Brakeburn sent me an email to explain there had been a delay with the courier. And seeing I had posted the item refunded me straight away. Top customer service! I will definitely recommend them to anyone.
15 août 2025
Avis spontané
Réponse de Brakeburn
Hi Rob
Thank you so much for taking the time to leave us a review and I am so glad to hear that Evie was able to get this sorted for you! 😊
We appreciate your purchase with us and we hope you choose to shop with us again in future!
Kind Regards
Brakeburn Customer Care
Extremely helpful Braeburn customer…
Extremely helpful Braeburn customer service when a return package was in the Evri system for over 2 weeks - when I queried it, I was given an instant reply and refund which I was very impressed with. Thank you for dealing with it so promptly.
13 août 2025
Avis spontané
Réponse de Brakeburn
Hi Joanna
Thank you so much for taking the time to leave us a review of the service you received!
We are so glad to hear that the team was able to get this sorted efficiently for you and we hope you choose to shop with us again in the future!
Have a lovely weekend 😊
Kind Regards
Brakeburn Customer Care
Excellent Customer Service
I have used Brakeburn for a number of years and love their sales. I had recently returned some items and after a few weeks still had not received refund. I contacted their customer service team who replied very promptly to my email and after I provided some details they came back to me to say they had tracked the parcel which was delayed with the courier firm and they would investigate further. However instead of waiting for an outcome they processed my refund straight away. Very impressive customer service
14 août 2025
Avis spontané
Réponse de Brakeburn
Hi Ann,
Thank you so much for taking the time to leave us a review, we're so pleased to hear that the team were able to quickly help you with your refund query.
If we can help you with anything again in the future, please feel free to reach out! 😊
Kind Regards
Brakeburn Customer Care
Superb customer service
Love this company and the quality of goods is excellent, there was an issue because of a non received Evri return. I contacted Brakeburn and less than 24 hours the matter was resolved.
13 août 2025
Avis spontané
Réponse de Brakeburn
Hi Lyn,
Thank you for taking the time to share your experience with our Customer Care Team!
We do apologise for the initial delay in your return and refund being processed, however we're glad to hear that the team got this resolved for you quickly :)
If we can help you with anything else at all, please don't hesitate to reach out!
Many thanks,
Brakeburn Customer Care
Fabulous company
Fabulous company, with great choice of clothing, and very well made.
Would highly recommend, also first class customer service, small matter resolved very quickly and efficiently.
12 août 2025
Avis spontané
Réponse de Brakeburn
Good afternoon,
Thank you for taking the time to leave us a review!
We appreciate your feedback on our clothing, quality and Customer Service Team :)
If there is anything else that we can help you with at all please don't hesitate to let us know. We hope to welcome you back to shop with us again soon!
Many thanks,
Brakeburn Customer Care
Great customer service
There was a delay with my refund. Unknown to me the courier had misplaced it. One email later and i have been refunded with no additional problems. Great customer service.
11 août 2025
Avis spontané
Réponse de Brakeburn
Hi Jackie,
Thank you for leaving us a 5* review! We're pleased to hear that you've been left satisfied by our Customer Service Team following your query :)
If there is anything else that we can help you with at all, please don't hesitate to reach out to us!
Many thanks,
Brakeburn Customer Care
Great customer service with returns
Bought lots from Brakeburn over the years and recently my return has taken longer than normal. I contacted customer services who chased the return and confirmed it was held up with the courier. To save me having to wait any longer, Marianna arranged for a refund to be credited to my card. Fab customer service and would highly recommend buying from Brakeburn!
11 août 2025
Avis spontané
Réponse de Brakeburn
Hi Jenny,
Thank you for your lovely review! We're glad to hear that Marianna has gotten your refund query resolved for you :)
We appreciate the recommendation & look forward to welcoming you to shop with us again soon.
Many thanks,
Brakeburn Customer Care
Ridiculously slow returns
**updated review** Issue was with evri having not sent package back to Brakeburn, who have now completed the refund and taken up the issue with evri themselves.
Thank you Brakeburn for completing the refund.
So disappointed by the terribly slow returns that I won't be shopping with Brakeburn again. Love the clothes but now over 2 weeks since evri showing they collected the returns parcel and still nothing from Brakeburn to confirm they even have it let alone have started the refund. Have contacted them twice but no response yet, although they did respond when I had an issue initially with evri and offered royal mail as an alternative.
Compared to other retailers I bought from at the same time (fatface, joe browns, passenger) Brakeburn are nowhere near in terms of fulfilling the order or returns. Other retailers had returns processed and refunded within a week of items being sent back. Wish I'd read the other reviews on trustpilot before I'd ordered with them. Won't use again.
9 août 2025
Avis spontané
Réponse de Brakeburn
Hi Liz,
Thank you for taking the time to leave us a review.
We're sorry to hear that you have been left disappointed with your experience following a return being made to us.
Unfortunately we have recently experienced some unexpected delays in receiving some parcels back to us from a particular courier, this has caused some delays in refunds being able to be processed as expected.
Following this issue and listening to customer feedback, we have changed the courier that we use for both dispatch and returns, with the aim to reduce any extended wait times when it comes to refunds being issued.
We would anticipate that our Customer Care Team have been able to resolve this issue for you now, however we have also requested some further information from yourself to allow us to reach out to you directly if this is not yet the case.
Speak to you soon.
Many thanks,
Brakeburn Customer Care
Lost return
I contacted Brakeburn after returning part of my order for a refund unfortunately the carrier’s tracking showed the it had not moved on for 9 days. The response by Evei was quick and efficient and I was issued a refund, Brakeburn have taken over chasing the carrier. Well done to Evei for the excellent service. I will definitely continue to shop from them.
8 août 2025
Avis spontané
Réponse de Brakeburn
Hi there,
Thank you for leaving us a lovely review!
We're happy to hear that Evie was able to get your refund resolved for you :) We look forward to welcoming you back to shop with us again in future!
Many thanks,
Brakeburn Customer Care
All sorted - not Brakeburn's fault
I was having an issue with getting a refund - Evie sorted it and some!! I must apologise to Brakeburn and give them five stars. It seems that the goods which were being returned were held up by the courier and hadn't reached them, therefore they weren't aware of the package. All credit to them, this has been dealt with now to my complete satisfaction and I feel reassured that I can, and will, purchase again from them
7 août 2025
Avis spontané
Réponse de Brakeburn
Hi Myra,
Thank you for taking the time to update your review, we really appreciate it!
We apologise that things didn't initially happen as expected, however we're pleased to hear that Evie has managed to get this resolved for you to your satisfaction :)
We look forward to welcoming you back as a customer again soon!
Many thanks,
Brakeburn Customer Care
Quick refund and great customer service
I was worried about receiving my money back for some goods I had returned to Brakeburn. I was only worried because I had read some of the poor reviews here on Trustpilot. I emailed them, but whilst waiting for a reply I received a refund. They then emailed me and I had to sheepishly apologise for panicking.
6 août 2025
Avis spontané
Réponse de Brakeburn
Hi Clara,
Thank you for your comments, we appreciate you taking the time to leave us a review!
We're glad to hear that your refund was processed quickly for you :) If you ever need any further support, please don't hesitate to reach out and the team will be happy to help.
Many thanks,
Brakeburn Customer Care
Great customer service
Placed lots of orders with Brakeburn this year. Always high quality and good value clothing. Had an issue with a delayed return and refund recently, but after exchanging a couple of emails with Marianna in customer services it was dealt with kindly, swiftly and professionally. It’s nice to know things don’t go wrong very often but when they do it’s hassle free to resolve.
6 août 2025
Avis spontané
Réponse de Brakeburn
Hi Jack,
Thank you for taking the time to leave us a review!
We're pleased to hear that you enjoy the quality of our clothing & have had a positive experience when contacting our team :)
We look forward to welcoming you back to shopping with us again soon!
Many thanks,
Brakeburn Customer Care
Very poor customer service
Very poor customer service, have been in contact 3 times regarding return items and a refund. Not 1 reply yet from company. Not able to ring as no telephone number for customer services. Do not order from this company
5 août 2025
Avis spontané
Réponse de Brakeburn
Hi Joseph,
Thank you for taking the time to leave us a review.
We're sorry to hear that you have been left dissatisfied by your experience with us on this occasion.
During peak periods such as the end of season sale that we're currently in, our initial response times can be a little longer than usual due to higher volumes of customer contact. Please be assured that the team are working hard to respond to all customers as quickly as possible, however we do apologise for any dissappointment caused by this.
Reviewing your contact in to us, we can see that a colleague has responded to your query and has since gotten this resolved for you.
If there is anything else that we can help you with at all, please don't hesitate to reach out.
Many thanks,
Brakeburn Customer Care
Extremely Disappointed – No Delivery, No Communication
I placed an order with Brakeburn on the 13th of July. Today is the 5th of August and I still haven’t received it. The delivery status hasn’t been updated since 16th of july, and despite sending multiple emails to customer service, I’ve received no response at all.
This level of customer service is unacceptable. I’m extremely disappointed and frustrated with the lack of communication and support. I won’t be ordering from Brakeburn again unless this is resolved promptly.
13 juillet 2025
Avis spontané
Réponse de Brakeburn
Hi there,
Thank you for taking the time to leave us a review.
We're sorry to hear that you have not yet received your order as expected and that you've not yet had an update from our team on your emails.
Due to an increase in contacts our lead time on responding to emails is a little longer than usual at the moment, however please be assured that the team are working hard to get back to everyone as quickly as possible.
We have requested some further information from yourself to allow for us to reach out to you directly on this, we hope to hear from you soon.
Many thanks,
Brakeburn Customer Care
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