Brakeburn Avis 

This is my absolutely favourite fashion website for dresses.
Just awesome quality for the price.

I placed an order with Brakeburn on June 21, 2025, and it has been an incredibly disappointing experience. Despite reaching out to their customer service team via email four times and speaking to representatives over the phone on three separate occasions, I have not received a single response to any of my inquiries.

The representatives I spoke to made false promises and outright lies, assuring me that my order would be shipped on the same day, only for it to never materialize. It has become abundantly clear that their claims are baseless and unreliable.

At this point, I am beginning to suspect that Brakeburn is a fraudulent company. I am now considering escalating this issue to my credit card company to dispute the charges and reclaim my money. This was my first and will definitely be my last order with them.

I strongly advise others to steer clear of Brakeburn as they appear to be operating as a scam company.

I was concerned about the status of a return so emailed the company. They responded straightway and the customer service person, who I won't publically name, quickly sorted out my refund.

I love the clothes, was very sad the order wasn't the right size for me, now I know that the customer service is as good.

I stupidly bought 4 cross body bags in the sale from brakeburn uk
Said they were large
They were tiny
So disappointed
Wish I'd read the reviews
My bargains are rubbish tbh

I had a bad experience with this company. Despite the reviews I went ahead and bought a jumper. I got no updates at all, nothing to say when my item would be dispatched, or delivered. I kicked up a fuss and was suddenly told that very same day that it had been delivered (to Ireland, all of a sudden, within an hour of a complaint). It wasn't delivered as I was at home all that day! I left a bad review here on Trustpilot and got issued with a refund which was a relief. It was a very disappointing experience and would not instill any confidence in a prospective customer or entice me to ever order from Brakeburn again. On a positive note Evie who sorted my problem was very helpful ( & must be inundated with complaints). She was very professional and friendly at all times. I got my refund and yesterday the jumper arrived . It's lovely. It such a shame that the customer service and delivery end of this company is letting them down so badly as their clothing is good, excellent quality. However I won't chance it again. Customers should not have this kind of stress, should not have to threaten poor reviews on Trustpilot to get their order!

I placed an order on 30 April, money taken immediately from my account, and after chasing the delivery, it finally arrived on 10 May. I returned one of the items on 12 May and it was received by Brakeburn on 14 May. 8 working days, still no refund. I have chased the refund up via the form on their website as there is no contact number to call. No reply. I have now followed up with an email. If I have no joy, I will call my Credit Card Service provider as after reading he reviews, I am not happy to be experiencing the same. I question if they are indeed a reputable company.

Disappointingly slow delivery with few updates, I've had to chase my 2 orders

Poor quality clothing and the customer service is no better. My wife received a jumper as a present, it was washed once at 30 degrees and shrunk. Contacted customer services and explained this was a present, however they asked us to post if back (free) using the information provided in the order, well we didnt order it so that could not happen. They could not exchange it only refund, well again not much help when it is a present. Looks like it will go in the bin, but wont be buying or accepting gifts from Brakeburn again!

I returned an order to Brakeburn on 11th April, having heard nothing from them I emailed them on 17th April. I had a response from them asking for proof of postage on 22nd which I immediately forwarded. It’s now the 25th and I have heard nothing back from them. I understand they state responses can take 3/4 days but if you are asked to provide further info then you shouldn’t have to go back to the start of the queue and wait a further 3/4 days! It makes me wonder how many staff are actually running this company, given how long everything takes from despatch to refund I feel someone must be running it single handedly! And how many emails must a company receive for it to take 3/4 days for them to get through them all? I hope someone from the management team read this and take note because the running of this company is very poor. It’s a shame because the clothes are a really good quality but I will never buy from them again.

I had a query post order and it was resolved quickly and efficiently

I ordered a beach bag for my upcoming holiday. I really liked the colour and price but for some reason I hesitated to purchase but eventually did. I’ll add here I had not read the reviews and only wish I had.
As other people have mentioned the dispatch is quite slow but what I did not expect was to receive someone else’s order!
As soon as it arrived I called the customer care, who apologised and said they would expedite my order as it was a Friday afternoon it would not be that day.
Well it wasn’t expedited as only sent out on the Tuesday.
Oh and I was told my new order was ‘free’ , I don’t think so as I had already paid!
I also returned the unwanted items, I wonder if the person who received mine did?
I’m afraid after this experience I will not be buying anything from them again.

Placed an order last Thursday, it’s now late Tuesday afternoon. Order still at “unfulfilled” on the website, not been despatched and no response to my attempts to communicate with them. Other retailers have not just despatched but actually delivered orders I placed at the same time. Why are they so slow at despatching orders??? 😡

I made a purchase in the evening. The following day there is a promotion giving the same item 30% off. Very frustrating when it was nearly €100. I contacted Brakeburn and they happily and quickly refunded the difference.

I like they clothing but boy the do take their sweet time to ship the order and then to process the return. I got the order in about 2 weeks (with 0 notifications at all), sent them a return a couple of days later and have heard nothing in a month. Going to apply for a chargeback.

I ordered from them almost 3 weeks ago and haven't received the parcel. Tried to get in touch with them and also haven't heard anything, as others have said. They have an automatic reply saying that they're receiving a high number of customer service requests (which they've also said in replies here).
Clearly they haven't bothered to hire enough staff, which leads to terrible service. I'm dreading trying to get a refund and I won't trust them in future.

Very poor service and very poor communication. My order has not been delivered, tracking continually says it's with Evri but not out for delivery. I have requested a refund but had no response. Shan't be ordering from them again.

I wish I could give zero stars. I believe this company is a scam. I ordered items on March 30th and have been trying to contact them constantly, but I have received no response and my items have not been delivered. This has been a very bad experience! Do not buy anything from them!

Placed an order for a bag on 4th April 2025 no confirmation of order received, emailed on 7th April asking if item had been dispatched, email back to say "high volume of contacts" will reply in 3-5 days, companies seem to just use the excuse all the time but manage to send a promotion email every single day!!! How long does it take to find out if item dispatched, terrible communication and service, will not order from them again and still not received the bag or any sign of it being dispatched.

Managed to find out a contact number and spoke to someone who confirmed order has been sent out.

My items were returned to them and they received them on the 29 March. I emailed them as no refund. They replied to say refund processed and would take 3-5 days to go in my bank account. Still waiting my refund which is over £100. You cannot even talk to anyone and response to emails are not quick.
I have just found out they have not even processed my refund. I am so angry.
Be aware if you buy anything from this joke of a company. I certainly will not be buying anything.