BrandAlley UK Reviews 

I returned the item I bought tracked and signed for on 3/07/26. I still have not received a refund. I have spent time having nonsensical conversations with bots and receive incomprehensible replies to emails all promising a reply within 7 days which doesn't happen. Phone calls aren't answered.Appalling customer service.

I bought 3 items on 15 July, but only 2 were delivered. The third item is still showing as “not dispatched.”

I have tried contacting the company several times via WhatsApp, but I only received generic replies saying that someone would contact me. Nobody ever did. I also tried calling, but no one answers the phone.

They have taken my money but have not sent the item, and despite making numerous attempts to get help, I have received no proper customer service or resolution.

I am now contacting my bank to request a refund/chargeback for the missing item.

Please be very careful when ordering from this company. My experience has been extremely disappointing, and I would strongly advise others to make sure they receive their goods before trusting this company with their money. The customer service appears to be non-existing.

I’ve used Brandalley several times for shampoo and footwear products without complaint, however clothing is a entirely subjective subject, with all the products of clothing purchased there is always a problem which is the sizes are a lucky dip / a recent leather jacket purchased was a 5xxxxx size, when it arrived I measured the chest and length which indicated it was a XXL and the length was short.
My message to you is think twice about clothing as it would appear that most clothing's from Brandally may possibly be factory seconds.

Defective item sent watch not working and someone’s return as personalised and now they aren’t helping process return it

The product was faulty and personalised for someone else so likely someone’s return and now when I’m trying to return it I’m unable and they say it’s third party so they can’t help

Great customer experience when dealing and addressing delays in delivery.
Where unavailability of purchase orders,Communication is always prompt and reimbursement are applied as stated.
A company that makes you feel valued is admirable. Longevity of continued customer growth from Brandalley supersedes the cash register

Brandalley a name you can trust

Thank you Shanna

Bought an item which was faulty. Spent 4 weeks trying to return it. Customer service is very poor. Finally gave up binned 100 worth of product and closed account.

Be careful what you wish for with this company.

I have been shopping with Brand Alley for over 6years without a fault. I purchased and also returned without any issues, until recently in July, I bought 3 sunglasses, 1 of which was a Ted Baker. I tried to return it the following day after I've received it and had error message that it had passed 30 days and should contact the email address below, which I did. They respond and send me the address in which to return the item and I follow as they stated. it so happened that I returned the item at the post office and paid £7.30 for a next day delivery and misplaced the receipt. I returned to the post office for a copy of the receipt, but was told they don't keep the next day delivery, only same day deliver. I wrote back to BA send them the bank payment statement and informed them that I've misplaced the receipt on 2 occasions now, and have asked for my refund. They have ceased all communications with me and I have not heard from them them since over a week now. My hard earned £52.30 has now disappeared and I have been treated as a nobody.

Happy top shop with BrandAlley. Excellent customer service . Always they are helpful when needed. The range and price BrandAlley is offering is really good.

Amazing customer service!!

I Had a problem with an Armani watch I had purchased a few months ago. My emails were replied to very promptly.
I was provided with a digital returns label. After I posted the watch back a replacement watch was sent out within a few days. I Would definitely recommend this company.

Here is my last communication with them where I tried to explain I do not have a printer and Shannon told me I could have my parcel collected. My son can drop it off fine, this is not the issue, the issue is asking me to print a returns form to go inside the parcel when I have no printer. A form that should have come in the parcel in the first place since you have taken away the return tick option online!! Same parcel that had two items missing!!! Me email should give you an idea of how this company runs. "It is not about that. My son can drop off, It is about the form you asking me to print to go inside., I do not have a printer. You are asking me to print this in order to return anything. I DO NOT HAVE A PRINTER!!! No-one does this nowadays. On top of this a coat returned to you on Aug 6th disappeared until yesterday and now I STILL have to wait ANOTHER 14 days for the refund. Then two items were missing from one of my last orders, now in order to return something I have to print a form. Lots of people do not have printers. This company does absolutely everything in it's power to make returns a nightmare. It is going to lose more money as people won't trust them. I spend a lot because I know I can return things, but now it has become a farce and now I have to find an internet cafe just to print something to return some items??? Sorry, but this is really bad!!!!! I CAN NOT PRINT THIS AS I DO NOT HAVE A PRINTER!!!!!!!!!!

Been trying to get hold of this company for 5 weeks now for a refund. Don’t reply to email. Don’t pickup the phone. So frustrated.

Looking at the most recent reviews I was a little hesitant placing an order with BrandAlley, however, owing to the price they were offering on a Montblanc Men’s Nano Messenger Bag I decided to take a chance.
I placed the order on 19th August, with an estimated delivery date of 29th - 2nd September.
The next day I received notification the order had been fulfilled and was with the courier.
The bag arrived today (21st August) in all original packaging and protective covers. Absolutely perfect.
I obviously can’t vouch for the returns process, but what I can say, the service and product I received from this company was second to none.

Good customer service, great prices.

So dissatisfied with BA customer service.
Ordered 4 items on 12 Aug. I received half the order by Evri (packet sealed so no issue with Evri) . WhatsApp BA straight away who said the remainder will be delivered 19th Aug. Still nothing received and I am going in circles with chat bot who says to wait for 19 Aug. Today is 21st and their web based customer service says they will be in touch in 7 days. Tried calling but no pick up. Abysmal service and no human in sight to talk to.
Update - BA customer service response - after contacting BA across all channels (whatsapp, web chat, phone) I am now expected to chase down missing items directly with the Brand themselves who likley do not care about orders placed via BA. Good to know that the onus is on the customer to tarck down the goods they have paid for but not received.

My experience with BrandAlley has been extremely disappointing. What should have been a straightforward issue has now dragged on for months, with repeated requests for the same proof of delivery.
Rather than reviewing the information already supplied, upong chasing for an update/answer I have repeatedly been asked to resend evidence and revisit the same issue, creating unnecessary delays and a significant administrative burden. Customers are now expected to arrange and manage returns themselves, adding further inconvenience and cost to a process that should be handled far more efficiently. Having done some research, I understand the company entered administration in May. While I appreciate that businesses can face challenges, the decline in customer service since then is very noticeable. Response times, record-keeping, and overall customer support appear to have deteriorated significantly, leaving customers to spend their own time chasing matters that should be resolved as part of normal service. Overall, the combination of prolonged delays, repetitive requests for information already supplied, poor communication, and a lack of customer support has resulted in an unacceptable experience. Based on my experience, I would be extremely reluctant to shop with BrandAlley again and would urge potential customers to consider whether they are comfortable dealing with these levels of service should anything go wrong with their order. I am still awaiting my refund.

Had a query regarding my order, contacted customer service and got it sorted in a couple of days. So thank you Jack for your help

Despite my return being sent via a signed-for service and the tracking clearly showing it was delivered, BrandAlley claim they can’t find it. Trying to resolve the issue is incredibly frustrating there’s no one available to speak to on the phone, they never answer, just a chatbot that goes round in circles and doesn’t seem to result in anyone actually dealing with the problem, despite saying they will. Its been over a month since my return.

What should be a simple return has turned into a stressful and time-consuming experience. Based on my experience, I would avoid BrandAlley like the plague.

Very good prices but this is the second time the delivery company have failed Brand alley and me the customer. I came home to find my delivery hanging out of my letterbox ..absolutely anyone passing could have taken it. There were bins and plant pots that this parcel could have been hidden behind. Until Brandalley use a better delivery company for safety reasons I won’t be ordering again ..which is such a shame.

Think the writing is on the wall for this company!! Like many others raised many tickets, many minutes talking to a machine, and cut-off many times on the phone eventually PayPal refunded.
Unfortunately maybe stupidly I purchased another item, and here we go again. Won't be long until the administrators are in again.
Dreadful