Brora Avis 

Linen tshirts were of incredible quality and of elegant fit. Customer service was excellent, going beyond the call of duty. The gift packaging was first class.

I have made a number of purchases from Brora online and have consistently found their dispatch of orders, processing of returns and refunds to be speedy and prompt. Items are beautifully packaged. Returns are very easy and free of charge. I love their knitwear. It is beautifully warm without being bulky. However, this is just about the worst and most user unfriendly website that I have ever encountered.

bought a gilet. i noticed loose yarns on the inside . then i saw a tiny label saying " Made in Czech Republic".

Yet Brora constantly emphasises it's "Made In Scotland "

asked for comments - was passed off with cut and paste about "our supply chain policy".

If things go wrong the customer service and finance response can be very very poor.
They cancelled an item from my order.
As I was not that much interested in the other items I requested they cancel those too.
They refunded the them they cancelled on the same day, you'd expect they'd refund the rest similarly promptly.
Not so.
The customer dis-service said they passed on the cancellation request.
I asked them to follow up because there was a similar case with much delayed refund and they did not turn it round until chased a week later.
So I asked them to make sure the finance are aware of the need to process quickly.
Sure enough, it's been almost ten days and no sign of the refund.
I chased.
They responded to say that finance said they refunded on 3/9.
What a lie, they never refunded the rest of the order.
Good job I always pay via PayPal so there is an option to open a case there to shame them into action.

Great experience in ordering by ‘phone, as I had made a mistake online and needed some information. Why go online when customers can speak to a knowledgeable, committed, operative . In a matter of minutes, my ordered was completed by Mary who went the extra mile and answered all my questions patiently and after completing my order promised to call me back the next day…..which she did and at the appointed time to assure me my order was on its way. Where else can i get such a service that actually delivers? (In these times of scams, inefficient computer performance, not to mention the last worldwide outage) we need to keep the human retail experience. Well done BRORA

No problems at all. Quality British products and fast customer care responses.

The website is hopeless. I have given up trying to buy a sale item after multiple attempts. I can't seem to complete the purchase despite doing everything correctly.The whole process has put me off using Brora in future.

I recently purchased a cardigan from Brora. It was ordered in for me as the one I tried on in the shop had a slight imperfection on the front. When I picked it up, I didn’t try it on. A few weeks later I got it out of the bag and put it on and it looked horrible, a totally different shape to the one I had initially tried on.

When I took it back to the shop, they accused me of shrinking it which was absurd as it measured 4 inches wider than the one, they had on the shop rail. They also said that it showed signs of significant wear and tear even though I had never worn it. I would never wear and wash something and then take it back. I feel totally insulted and just wished I had left it in the drawer never to be worn.

I never write reviews but as Brora are accusing me of lying when I categorically am not it has left me with no other option. If I could leave no stars I would and I will certainly not be buying anything from them ever again.

Aside from the issues with filtering and actually being able to view items, the checkout process rarely works first time and is so frustrating. Last time I ordered something I ended up having to call them as a voucher I'd been sent would not work. Customer services said they'd received many calls from other customers having the same problem. Currently trying to check out an order but I couldn't get past the shipping options page. Tried other browsers and devices and now getting an 'error 404 page not found' message! How can a high-end company like Brora survive in the current climate with such a dreadful user experience?

Excellent customer service! A merino cardigan I bought six years ago had come into a small hole. I contacted Brora to ask if they had a repairs service (fully expecting to have to pay) and they sent me a pre-paid postage label, mended the hole and returned it to me within a couple of days at no charge to me. Brilliant, thank you Brora!

Would give no star if that was a choice.The website is terrible!! It needs a serious update.I end up ordering nothing because of how slow and unpredictable it is.Sort it out Brora!!

Two orders in a row, both arrived faulty. Hole in a jumper and ripped button holes on a blouse. Was told this was because they had temporary staff during the sales. I am not sure how a high end brand think it is a valid excuse, as it was so obvious they were damaged, it doesn’t really take any experience to spot. It just takes a basic level of care.
Was offered no resolution and just told to use my postage label to post them back. This is not customer service, this is just dismissive.
Absolutely disgusted with their customer service.

Terrible delivery times for such expensive products

Delivery says Brora aims this to be 3-5 working days. Item had not even been dispatched after 5 working days. I think this is misleading. If it is too busy you should employ more staff or put correct info on website.

I ordered a cashmere baby coat as a christening present. I asked for a gift box as it’s an expensive and special gift. Item arrived in a plastic bag in a basic brown box. I think that’s poor customer service. Very disappointing.

Ordered item of knitwear late October and £54 deducted from my account 2 November. Notified that item would be left at local click and collect by DPD but time dragged on with no confirmation of arrival. After more than a week called in at store on off chance might have arrived, to find had been there over a week. Pleased to at last to receive it, only to find parcel couldn't be scanned by shopkeeper as althogh my name & address clearly visible, bar code covered by another addressee's label, so couldn't be released to me. There ensued several weeks of pantomime with Brora completely useless in contacting carrier and sorting it out. Lots of 'we understand your frustration' noises but claimed that they were powerless to sort a simple problem as 'computer clearly said no'. Eventually they said would arrange for it to be returned and resend it by Royal Mail. Never happened. After 26 emails exchanged with Brora and two visits and several phone calls by me to local shop , over six weeks on I admitted defeat. Brora processed a refund. And I suspect that my knitwear will sit in that shop shelf for all eternity, as Brora's Customer Service department haven't a clue when it comes to thinking out of the box.

The jumper I saw online was a vibrant blue. The jumper I received is a drab, scratchy, poor quality item.

The website is dreadful, doesn’t load and keeps freezing so I couldn’t purchase anything.

Brora’s website functionality is unbelievably dreadful. This is 2023. For a retailer of quality, high-end clothing, this is a reputational issue and contributes to a backward, fuddy duddy image. It’s impossible to search for what you want. Filter function is extremely limited. If you click on an item and try to get back to the previous group of filtered items, this is lost and you have to start again. I could go on. The entire experience is extremely dispiriting. Unbelievably poor. Time for Brora to adapt and move with the times or risk irrelevance and obsolescence. I will shop elsewhere.

The sales assistants in the Bath Brora store are appalling: uninviting, glare at you before you've even stepped into the store, stand with their arms folded and do not smile. I will never buy clothes from this branch of Brora (why would I?) or online. My daughter received the same glaring, unfriendly, arms folded attitide this afternoon. Why do such individual work in retail when they clearly don't like people? How do they get employed? If these ladies would like shining examples of what great customer service looks like in Bath, they need to try Sassy & Boo, Toast & Bibico - worlds apart and I bet they sell more clothes. Shame on Brora, Bath - do better.