Contacted Customer Service, was told to place order and the amount would be refunded. When I asked why voucher didn't work was told "due to exclusions", I asked what the exclusions were, to be told "we don't have a list of exclusions". Cancelled subscription and account immediately. Service Value Date of experience: December 2, 2024Trying 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. Date of experience: June 1, 2020Avoid 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! Date of experience: December 5, 2020I 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 Quality Date of experience: September 3, 2023Everything 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 #*******) Date of experience: May 18, 2020Brand 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 Quality Date of experience: January 20, 2024Astounded 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! Date of experience: November 16, 2018Would 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! Date of experience: November 3, 2020Terrible 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 Quality Date of experience: August 3, 2023MONEY 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 Quality Date of experience: September 7, 2021I 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. Date of experience: July 24, 2018Terrible site, almost dishonest, my money was paid early December with delivery stated as 3 to 5 days, I still have no goods and no refund! Thank goodness Paypal has stepped in on my behalf. Do not use this site! Date of experience: January 17, 2014I don't believe genuine sale items - for 3 days sold tried to order dresses from outlet section and every time tried to pay the site would throw me out! The customer support team said my windows issue - but so strange the number of sales items didn't ever go down in the whole time I tried to order? Went on today for another attempt as really wanted the 2 dresses I saw and low and behold gone from 400 + size 10 dresses to less than 10. Did anyone actually get to order anything? Date of experience: December 29, 2015Not impressed. Ordered birthday present for family-took one month for them to tell me order was delayed. Found out no hope of getting order-item was out of stock-had I not phoned I would have still been waiting. They do not communicate-and when they do-it is misleading. Furthermore cannot seem to coordinate demand-supply chain. Thought they'd have learned from December fiasco which was well publicised. Date of experience: August 9, 2014AVOID 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 Quality Date of experience: June 18, 2021They have failed to complete or fulfil 25% of my orders which is not a good failure rate. I have had to chase the order with emails to find out what is happening and then told refund in 3-5 days which is unacceptable in this day and age with online banking eye Date of experience: June 29, 2015Ridiculous Customer Care for loyal customers. You never get a reply on the same day and when you do actually receive a response it's unhelpful and does not address the point. Really nice products - Appalling Customer Service. Beware! Date of experience: April 25, 2017The worst by far! The delivery timelines are not respected. I have never had an item be delivered on the time they said it would be delivered. They are always delayed, each and every time, and for some reason they don't think it's necessary. To inform their customers when an item is not going to arrive on time, You will just find out about it by chance when u log on into your account The website has plenty of bugs and glitches. Horrible shopping experience. Even worse customer service. Slow responses, unsatisfying problem resolution. The merchandise was old and badly stored multiple times. I've suffered a lot with this website. The sales seem too good to be true most of the time, and thats exactly it. They r too good to be true. Date of experience: June 4, 2017Absolutely shocking service. My order was due 10 days ago. I have e mailed 3 times and called twice. Each time I am promised a return confirmation of when my order will be delivered, yesterday by a supervisor, Meghan. Nothing. The order was for my sons birthday. He woke up to no presents. No idea when they will arrive - just constant lies and broken promises. Service Shipping Date of experience: March 26, 2017Total rip off over 30 days to receive the wrong set of knives. Ordered red set got stainless steel of lesser quality, all in plain white packaging with no Branding at all. 40 minutes to get through to customer service as the returns advise stated it would cost £4.50 out of the refund not happy eventually accepted that I was not going to pay for the returns as they supplied the wrong item. Against the Sales of Goods as 'Not as described' and the Distance Seller Regulations. Poor poor poor service, poor items, poor service, poor delivery avoid at all costs, the item supplied to me a cheap set of knives valued about £5 instead of the £250 they stated they were worth. TOTAL RIP OFF Date of experience: December 21, 2013This is an odd one and my mistake BUT... i accidentally returned a pair of shoes to Brandalley that I hadn't purchased from them. They should have gone back to another company and day me in a rush put them in the Brandalley packaging and with Brandalley paperwork although the shoes didn't correlate with that. I've been trying for over a month to get the shoes back and quite happy to pay the cost if return. However they keep fobbing me off with one line emails saying they have to wait for head office to respond. They have moved warehouses and it's taken a while for goods to register the new warehouse, I've even given them the tracking number, spoken to them on the phone and still nothing! I know it's my fault but still I'm sure even if I'd returned shoes back to them that I had purchased from them I would still be in the same situation. Disgusting service... never will I spend money with this company again! Date of experience: September 24, 2017Ordered an item off this web site. In early May still not received Glad paid with paypal hopefully they will help me resolve this. It is now 3rd August 2015. How can it take over 3 months to receive a small item. Glad to take your money though. Advice is avoid this site Date of experience: August 3, 2015My 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 Quality Date of experience: October 27, 2023Probably 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. Date of experience: August 11, 2015I can't abide poor customer service and thought long and hard about how many stars to rate this company. I've given three mainly because they do have some good products and I've received some real bargains over the years that I'm very pleased with. Delivery times aren't super quick but I can't see that they claim they will be so you know what to expect. I don't think they're unreasonable in that respect. HOWEVER, customer service, hmmmmmmm... definitely needs considerable improvement. Watch out for their returns policy. They provide a prepaid label for returns but do state that they will deduct £3.50 from the refund in some circumstances. Again, not unreasonable I guess, you can't expect every company to do free returns. It is often cheaper to pay for return postage yourself and not use the label and this is where the problem occurs... they may still deduct the £3.50, i. E. STEAL YOUR MONEY! I had to contact them to query this recently and they replied by saying they will refund the £3.50 but no apology made for their error, very rude. It is not right that a company steals your money, if they have a returns policy in place they should make sure they stick by it's rules. I can't see this company carrying on much longer, this many negative reviews is very damaging. Sort out your customer service, it's not hard! Date of experience: June 29, 2017