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
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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
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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.
Returned a parcel 3 weeks ago
Returned a parcel 3 weeks ago. Still waiting for my refund . Sent numerous emails but no-one gets back to you. Will not be ordering again sadly as I like the clothes but this has put me off.
4 août 2025
Avis spontané
Réponse de Brakeburn
Hi Cheryl,
Thank you for taking the time to leave us a review.
We can only apologise for the delay in your return and refund being issued to you, we have unfortunately experienced some delays in some parcels being received back to us timely to allow us to process refunds as expected.
Reviewing this instance, despite your parcel being returned a few weeks ago, we can see that your parcel was only received back to us on the 1st of August which we can only apologise for. We can see that a colleague has responded to your query this morning and confirmed the processing of your refund.
Following customer feedback, we have made the decision to move away from our previous courier to ensure that returns are received back to us in a timely manner, to allow for refunds to be processed quickly. Please be assured that any future returns will be processed with a different courier.
We hope that this experience does not deter you from shopping with us again in future, if we can help you with anything else at all please don't hesitate to reach back out.
Many thanks,
Brakeburn Customer Care
Extremes slow when waiting for refunds
Extremely poor when returning items and refunding monies into bank account. I returned items on 25th June and the items were delivered to Brakeburn on 28th June by Evri. Today is 4th August and I am still waiting. I have received 2 emails almost a week ago, asking for details to which I have replied and still no refund.i have to say in most circumstances with online ordering , a refund takes days so I am really disappointed with Brakeburn and won’t be ordering from them again.
4 août 2025
Avis spontané
Réponse de Brakeburn
Hi Pat,
Thank you for taking the time to leave us a review.
We're sorry to read of your recent experience, and the time taken for your return and refund to be issued to you.
We've recently experienced some unexpected challenges with some returns not being received back to us safely as anticipated, which has caused a delay in some returns and refunds being processed.
Please be assured that we have taken steps to ensure that these issues do not occur again in future. Following customer feedback, we have made the decision to use an alternative courier for our returns going forwards to ensure that returns and refunds are received and processed timely in future.
Reviewing your order specifically, I can see that a colleague has responded to your latest email and has issued your refund earlier today. These funds will be back to you over the next couple of days.
We hope that this experience does not deter you from shopping with us again in future.
Many thanks,
Brakeburn Customer Care
Online and in the High Street
Have bought Brakeburn clothes on the high street and also online. Excellent quality products and excellent customer service. Its a shame there aren’t more companies the same!
26 juillet 2025
Avis spontané
Réponse de Brakeburn
Hi Andy,
Thanks for taking the time to share your comments. We're pleased to hear that you enjoy our clothing and have had a positive experience with our Customer Care Team!
If we can help you with anything else in future, please don't hesitate to reach out.
Many thanks,
Brakeburn Customer Care
Great company and fab clothes
Have been a loyal Brakeburn supporter for many years. They make lovely clothes, with some great patterned fabrics that I really enjoy wearing, and they last and last! When there was a slight issue with my most recent order (not Brakeburn's fault), it was dealt with quickly and effectively by Brakeburn. Great company!
30 juillet 2025
Avis spontané
Réponse de Brakeburn
Hi Becky,
Thank you for taking the time to share your lovely comments :)
We're pleased to hear that you've been a longtime customer of ours! We hope to welcome you back to shopping with us again soon.
Many thanks,
Brakeburn Customer Care
Unfortunately the clothes I ordered…
Unfortunately the clothes I ordered were too big and they were returned via Evry.
Slow process as the courier seems to have mislaid the return, but excellent service from Marianna at Braeburn customer service in sorting out my credit! Thank you - will order again in future.
31 juillet 2025
Avis spontané
Réponse de Brakeburn
Hi there,
Thank you for taking the time to leave us a review! We're pleased to hear that Marianna was able to help you with your query :)
If we can help you with anything else in future, please don't hesitate to reach out!
Many thanks,
Brakeburn Customer Care
Brakeburn ……Fantastic service and products
Brakeburn ……Fantastic service and great quality.
I’m a regular customer of theirs and am always impressed with how easy it is to shop with them.
Sometimes I’ve had to ask questions and customer services will always go above and beyond with helpfulness and friendliness.
24 juillet 2025
Avis spontané
Réponse de Brakeburn
Hi Sez,
Thank you for your lovely review! We appreciate you taking the time to share your comments on the quality of our clothing and your experience with our Customer Care Team.
We look forward to welcoming you back to shopping with us again in the future :)
Many thanks,
Brakeburn Customer Care
Outstanding customer service
Outstanding customer service. I needed to replace an item and Evie was so helpful and promptly organised an exchange. Communication was excellent - thank you Evie and Brakeburn.
25 juillet 2025
Avis spontané
Réponse de Brakeburn
Hi Sara,
Thank you for taking the time to leave us a review :)
We're pleased to hear that Evie was able to help you with your recent exchange query! We will make sure to pass on your lovely feedback to the team.
If we can help you with anything else in future, please do let us know.
Many thanks,
Brakeburn Customer Care
Fabulous Customer Service
Ordered two dresses, unfortunately had to return one as it was too large, this was held up with the delivery team for two weeks but customer service at Brakeburn were fantastic. Brilliant service & I love the dress I kept, lovely quality.
21 juillet 2025
Avis spontané
Réponse de Brakeburn
Hi Mrs Sharp,
Thank you for taking the time to leave us a review!
We're pleased to hear that you've had a positive experience when getting in touch with our Customer Care Team regarding your return :)
If we can help you with anything else in future, please don't hesitate to reach out!
Many thanks,
Brakeburn Customer Care
Return process disappointing
Returned dress as just didn’t look right. Disappointing so far as the courier doesn’t seem to have delivered the return, they didn’t provide me with email confirmation and I’m getting no response from customer service.
23 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 your return hasn't yet arrived to us for processing. Our team are experiencing higher volumes of emails at the moment, however please be assured that they're working hard to get back to everyone as quickly as possible.
We have requested some further information from you to allow for us to look into this for you further for you.
Look forward to sepaking with you soon.
Many thanks,
Brakeburn Customer Care
Personal Service
I contacted Brakeburn with a request for a specific item and they responded in the most friendly and helpful way which resulted in me receiving the goods I required promptly. Thank you to the team - your clothes and service are fabulous.
22 juillet 2025
Avis spontané
Réponse de Brakeburn
Hi Janet,
Thank you for taking the time to leave us such a lovely review :)
We're pleased to hear that the team have been able to support you with your request and that you're loving your clothes from us!
If we can help you with anything else in future, please don't hesitate to reach out.
Many thanks,
Brakeburn Customer Care
I have been in touch with a customer…
I have been in touch with a customer service advisor named Evie
Evie has answered all of my queries promptly and with efficiency always polite, helpful and courteous.
I must admit though that trying to get in touch with Brakeburn the company itself proved to be tricky, I'm just glad I had Evie on my first query
Thank you Evie
2 juin 2025
Avis spontané
Réponse de Brakeburn
Hi Tracy,
Thank you for taking the time to leave us a review!
We're pleased to hear that you've had a positive experience whilst speaking with Evie :) we will pass your feedback on to the team!
We apoloogise that you had some difficulty in getting in touch with us initially, during busier periods our response times can be a little longer than usual however we will always come back to you as quickly as possible.
Many thanks,
Brakeburn Customer Care
Superb Customer Service
I had to return an item as I ordered the wrong size. The item was uplifted using the approved return process but got lost in the courier company - Brakeburn customer service was excellent and processed my refund even though goods have not yet been located
18 juillet 2025
Avis spontané
Réponse de Brakeburn
Hi Fiona,
Thank you for taking the time to leave us a review! We're glad to hear that the team were able to get your return issue resolved for you :)
If you need any further support in the future, please don't hesitate to reach out.
Many thanks,
Brakeburn Customer Care
Customer service dealt with my refund - no quibble.
Customer service dealt with my returns(twice) efficiently and refunded my purchase with no quibble. Would definitely shop from Brakespear again.
30 juin 2025
Avis spontané
Réponse de Brakeburn
Hi Alison,
Thank you for taking the time to leave us a review! We're pleased to hear that following your experience with us you'd definitely shop with us again!
If we can help you with anything else in future, please don't hesitate to reach out.
Many thanks,
Brakeburn Customer Care
Excellent very prompt service
Excellent very prompt service, would certainly recommend Brakeburn, and their service
8 juillet 2025
Avis spontané
Réponse de Brakeburn
Hi Lizzie,
We're pleased to hear that you've had a postive experience with our Customer Care Team!
If we can help you with anything else at all, please don't hesitiate to reach out.
Many thanks,
Brakeburn Customer Care
No response over faulty item emailed…
No response over faulty item emailed twice zero response not good enough anybody working doesn’t seem in customer service?
30 juin 2025
Avis spontané
Réponse de Brakeburn
Hi Peter,
Thank you for taking the time to leave us a review.
During busier periods where we receive higher volumes of contact our lead time on responses can sometimes be a little longer than expected, however be assured that our small team are always working hard to get back to everyone as soon as possible.
We do apologise that on this occasion our response took longer than expected, and for any dissappointment this may have caused.
Many thanks,
Brakeburn Customer Care
2 weeks since order
2 weeks since order. Where is it? It wasn't free postage either. Had tracking information but it has not reached Evri. Won't be ordering again.
7 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 your parcel has not arrived to you as expected.
We do hope that this issue has been resolved for you by our Customer Care Team, however we have requested some further information from you to be able to look into this issue for you further if this is not yet the case.
Looking forward to speaking to you soon.
Many thanks,
Brakeburn Customer Care
Really pleased with all the items I…
Really pleased with all the items I received.
Had a slight issue with PayPal so reached out to Brakeburn and got a lovely helpful lady called Gabrielle who stayed in touch with me until the issue would resolve.
Happy all round as items were quality and service was very friendly and efficient with none of the vague fobbing off you can sometimes get.
Recommended and would buy from again.
Many thanks !
3 juillet 2025
Avis spontané
Réponse de Brakeburn
Hi Hayley,
Thank you for taking the time to leave us a review! Happy to hear that you were pleased with your order & that you'd buy from us again :)
Thank you for sharing that Gabrielle was able to help you with your issue & that you were satisfied with the service you received.
If you need anything else at all, please don't hesitate to let us know.
Many thanks,
Brakeburn Customer Care
Order not arrived and no response from customer service
Order was made on June 16th, dispatched on the 24th yet the tracking information on Evri has stated "We're expecting it" since June 20th. Have both emailed and used your contact form multiple times but am yet to hear a reply.
16 juin 2025
Avis spontané
Réponse de Brakeburn
Hi Janet,
Thank you for leaving us a review.
We do apologise that your order has not arrived to you as expected.
We do hope that this issue has been resolved for you by our Customer Care Team, however we have requested some further information from you to be able to look into this issue for you further if this is not yet the case.
Looking forward to speaking to you soon.
Many thanks,
Brakeburn Customer Care
Evie at Brakeburn customer services…
Evie at Brakeburn customer services answered my call straight away. Cheerful, polite and knowledgeable. My enquiry was resolved on the call. I was extremely impressed.
Not only fabulous quality clothes but great staff too.
30 juin 2025
Avis spontané
Réponse de Brakeburn
Hi Alison,
We appreciate you taking the time to share your experience with us! Happy to hear that Evie was able to get your enquiry resolved for you quickly :)
If you need any further support in the future, please don't hesitate to reach out and we will be happy to help.
Many thanks,
Brakeburn Customer Care
Refunds very slow to process, still waiting
Ordered items - delivered on time. God help if you need to return anything. No response to any emails regarding refund. Very disappointing customer service which would put me off buying from them again.
28 juin 2025
Avis spontané
Réponse de Brakeburn
Hi Ceri,
Thank you for leaving us a review.
We're sorry to hear that you'd had a dissappointing experience with your return to us.
During busier periods where our contacts increase, sometimes our response times will be a little longer than usual, however please be assured that the team will always respond to you as soon as possible.
We have requested some further information from you directly to be able to look into this issue for you further should you still need support with this.
Many thanks,
Brakeburn Customer Care
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