Trying to contact customer service is a nightmare. My husband bought me a beautiful dress that arrived covered in make-up, unfortunately there was no other item in stock and i desperately wanted this dress. We contacted them by email - replies take 5 days on average- we requested a discount (to cover the cost etc of specialised dry cleaning)which they offered but we cant actually get them to reply in order to find out how we get said discount into our account! Customer Service really lets this company down in a big way.Everything that could go wrong did. I ordered a refurbished iPhone 8+. Item didn't arrive at the due delivery time, with no notification about it's delay. When it did arrive, the packaging was unsealed and open (I don't know if this was Brandalley's fault, their provider or the postal service). When I actually tried the phone, I found it to was faulty. Constantly ghost calling random contacts - sometimes at 2am - and pushing random buttons without me touching the phone. I have contacted Brandalley, and am still waiting to see how they respond. (Order #*******)Brand alleys website wasn't working on the day I tried to get a qr code for return and so I had to send the parcel back via Royal Mail. They refuse to take responsibility for this and now the parcel has been lost although I'm convinced it was delivered. The whole process has cost me £350 for a garment I no longer have and, as a pensioner of 70 yrs, I cannot afford this. This company is not what it seems! Products used:Gilet Service Value Shipping Returns QualityWould give 0 stars if possible. Two out of the three items were never received. The welcome £10 discount was not taken off of the refund. Was told this was because the other item purchased was not over the £50 to qualify for the offer. This is completely misleading when I never received the two other items, which were still showing ‘in stock' on the website. Avoid purchasing from this company!I am very unhappy with Brandally and won't be shopping there again.I placed an order for several items as I had a lot of friends birthdays coming up.A parcel arrived but on opening it.several items were missing.After checking my account I could see that they were still being processed.Weeks passed,nothing arrived.I contacted Brandally I opened a dispute through paypal.Brand ally showed that a parcel had been delivered.It had but half of the contents were missing.Paypal found in favour of Brandally.I lost over sixty pounds.Never again. Service Value Shipping Returns QualityAvoid at all cost. Irresponsive customer service, items cancelled or not delivered and no refunds... Plus I am now receiving weird emails from someone pretending to be DPD and knows my situation, but it's spam and they're trying to get me to pay something extra. All very fishy!I bought a pair of shoes and it was genuine, timely and as shown on the website. If there was anything I can complain about, it was my choice. Tip for consumers:Take time to decide to buy. Returns involve complaints anyway Products used:Shoes Value Shipping QualityMONEY TAKEN FROM MY ACCOUNT. NO REFUND, A VERY SHADY COMPANY An unauthorised sum (over £290) was taken from my account for items that cost £39,95 which i had to go through my bank to dispute and claim back. Subsequently the items i did receive i sent back for a refund, but i'm now getting the runaround from the 'customer services' department. It's been over six weeks and i'm still awaiting my refund for these items. A truly dreadful company with very shady practices and terrible customer service. By far the WORST online shopping experience i've had. Seriously recommend going elsewhere. Tip for consumers:Avoid! Products used:none Service Value Shipping Returns QualityBought a rug and wouldn't stop shedding fluff contacted them and they sorted me sending it back to retailer gave a full refund of postage and then got a refund of rug from manufacturer once they had received it back so can't fault how they handled itI guess you get what you pay for. A company that offers moderate discount on brands but offers sub par service - that is the trade off. You will be charged Prada prices for Primark service. I have ordered from Brand Alley a few times and it is touch and go whether your products will turn up in useable condition. On a couple occasions I've had homewares either smashed to unrecognition and goods that were missing critical components. Of course one must account for human error, but the problem is that Brand Alley has almost zero customer service - NO customer service. I've recently had a lamp delivered without key components and Customer Services has offered no solution, no return and no response. I've emailed and called several times and their incompetent customer service means I have a faulty product with no recourse. Thankfully there is such a thing as the Consumer Rights Acts of 2015 which means that Brand Alley will be liable despite their attempts to entirely ignore customers who return faulty products or when products don't get delivered at all. If you want the products delivered in working order, or think its a basic legal requirement for retailers to provide refunds on faulty products (and it IS the law) then do not use Brand Alley. Tip for consumers:There is no after sales customer support and if you need to return anything they do not respond to any customer service emails or calls other than to deflect responsibility and attempt to charge you for faulty products. My advice is avoid thos company at all costs Products used:Homewares are delivered brokenMy wife and I bought a mattress topper for a bed in our spare room. The mattress was not 'that' comfy so we saw the amazing boast (sorry, ad) Brandalley that there Topper would 'transform' your sleeping experience. It turned up, we unpacked it, laid it on the bed, lay down on it - GARBAGE! No difference. Tried to return it. Brandalley said sorry, it's against our hygiene policy and the supplier will not take it back. It amazes me that in their returns policy you can wear bikini bottoms against your bare vagina and, as long as the gusset hygiene strip is in, if you don't like it you can return it! All we did was unpack, lay on the topper, repack! Beware people. They seem to interpret the returns policy as they see fit. It's not the expense it's the bloody principle. Yes there are hygiene conditions but a mattress topper is not on the list. So if you buy one just realise you're keeping it whether you like it or not. As a footnote, they ended up just ignoring my emails. That's the kinda company you want to deal with isn't it! Tip for consumers:It would have useful to know that they bend the returns policy to fit the situation. Products used:Mattress topper Returns QualityDelayed delivery, refusal to apologise, tried to blame me (the customer?!) for the delay in dispatch from the warehouse. Outrageous.If you say something this company does not like they will sell your email and you will be inundated with spam Tip for consumers:Stay away Products used:Will never buy from this company Service Value Shipping ReturnsAstounded at my package today that arrived in a flimsy cardboard box, with my 5 ceramic and fragile ORLA KIELY items... literally thrown in the box. Inadequate packaging... no boxes for the items... I could hear the breakages before I even opened the box. Shame, as I would have liked to use this site as prices were good... but no point if they can't even be bothered to get it to you securely and in one piece!Terrible customer services! I ordered a parcel for my wife. The wrong address was put on the parcel so it was returned to them by Royal Mail. When I contacted them they told me it had been delivered and refused to accept it had been returned to sender despite the proof of delivery picture showing the parcel on a desk in there warehouse. After emailing them multiple times the manager told me it would be sent back out. A few days later I heard nothing so I contacted them again but was told the warehouse had lost the parcel and it was the last one in stock so it couldn't be sent back out. They promised a refund which has not been received. The jacket is now for sale again on there website for a higher price. Therefore, they lied to me and are now trying to sell it again for more money prior to sending a refund. Seems like a con to me! Service Value Shipping Returns QualityAVOID THIS COMPANY AT ALL COST. I returned a jacket because it was too big and after several emails almost 2 months wait I still see no refund and no one is answering emails. This review will be posted on multiple sites. Service Value Shipping Returns QualityWhen I signed up with company back in 2009. Their costumer service was astounding. However in the past year or so their costumer service has become nonexistent. I sent 3 items back in March. I have trying to understand what happened to the items, and when will I receive my refund. Unfortunately every time I email I have explain myself all over again. No-one knows what happened to the items. They cannot be bother to check. I use label that came with items, one would assume it would pretty easy for them to allocate the items. But no, they are given me the runaround to see if I give up, so that they get to keep both the items and the money. Terrible costumer Service, they are just not interested in helping. If you have return item to BrandAlley good luck. Last year my items was delivered to wrong address by delivery person. Luckily for me Delivery company was super helpful and they managed to retrieve my items. While BrandAlley was asking me if I was sure I wasn't laying to them. If you are thinking of signing up with them be very weary. Tip for consumers:Rip off, simple as that, they don't care about their client anymore, and they make impossible for you get your money back or exchange items. If you are unlucky to the point your items are delivered to wrong address to no fault of your own. They are nasty and unhelpful. Products used:Jewellery. Service Returns QualityI spent a fortune on Cocosa and since Brand Alley bought it I find it BORING. It's the kind of website my granny would like and the so called reductions are minimal. What a shame.And you can't even unsubscribe from them! I've emailed them twice now asking to be removed, not even the courtesy of a reply and still getting up to 4 spam emails a day from them. Have reported them to ICO now and forwarded ALL the spam emails to their CEO *******@brandalley.co.uk. I'd suggest others do the same in this situation as their customer service completely ignores you!Stay away, customer service is the none existing, returning stuff really f* hard... Yes please safe yourself the troubleI had been regularly ordering from brandalley and with smaller issues here and there one missing package has showed the real quality of them. The customer service is a bunch of boring, underpaid, unqualified women - totally enjoying making the issue as difficult as possible to the customer. They keep the head office as secret as KGB so don't expect they will forward your enquiry or complaint to them. It took me nearly four months to get a refund of £95 for a never delivered order. They had kept lying with waiting for post office reply etc. Those women on the phone definitely heavily on booze or drugs. It is not possible to a normal person working for a normal company delivering such an incompetence. If you are lucky your order goes smoothly otherwise avoid! I personally never shop from Brandalley again.Guys, please just call costumer service before order, never ever they will asnswer you! I order a black 12 size dress they send me totally different dress red and size 10. D O N T use this companyI got my 200 EUR stolen for the lost tracking number. Nobody can find things that I've sent back and I am paying for the incompetent, rubbish logistics of the horrible company. If only I could do any real change and spread the message to all people to NEVER BUY FROM BRANDALLEY.They say you will have your purchase in days and you get it in any time far from the date they vive you. And if you ask they dont offer any explanation or solution. Dont trust them!Probably the worst online retailer I have ever purchased from. I ordered Converse on 20th May with a delivery date of end of June. It still has not arrived! I keep contacting them and they just blame it on suppliers and make the delivery date later and later. I have had three different delivery dates from them so far. I understand that they may have supplier issues however they are very unapologetic and do not provide email updates to alert you of delays, so unless you contact them you will have no idea where your delivery is! My advice is to avoid buying from Brand Alley.