Brandalley Reviews 

My refurbished Dyson Airwrap is faulty, with overheating, airflow inconsistency and a faulty connection at the swivel cord. I have sent 8 emails to customer services and no one has responded because it's a bot and has attached it to a closed delivery issue. I have phoned twice and after being on hold for 25 minutes, it cut off. The live chat is also a bot and stopped responding. I cannot get hold of anyone request support. It's £250 they have!! It's extremely poor customer service for pricey items. I don't really know what to do now.

Update - I managed to speak to someone and resolved my issue. Persevering via telephone is worth it as the customer service people are very helpful. I think the AI needs more training so becomes helpful too.

Very disappointing customer service – still waiting after a month

I placed an order almost a month ago and I still haven’t received it.

I have contacted the company several times by email, but every time I receive the same response saying that someone will get back to me within 7 days. Unfortunately, this keeps happening and nobody actually follows up or provides a proper update about my order.

Waiting this long for an order without a clear explanation or resolution is extremely frustrating. The lack of communication and customer service has been very disappointing.

I would strongly recommend improving the communication with customers and, most importantly, actually following up when you say you will.

Ordered 2pairs of shoes. Returned both which have reached brandalley and they signed receipt. A week later I enquired about my refund but no explanation why the refund hasn't been issued. They asked for the tracking no. which I did supply. They said that it will be actioned within 7 days. The 7days have passed and nothing happened. No contact, no refund. Very poor service, they don't care.
Order no.UK0144001546427 in case anyone in this company is bothered.

Ordered 2 pairs of shorts that was delivered late and then unfortunately didn't fit.
I sent them back for return and they were delivered to their warehouse according to tracking on 01/07/26. I have had no contact or refund from BrandAlley and have sent 2 emails and cannot get through on the phone after several attempts, it gets to 15 minutes and hangs up.
DO NOT BUY FROM HERE, THEY ARE TERRIBLE.

I ordered a dress which took a long time to be delivered, eventually it arrived and paid for through Klarna. I sent this dress back and I am still waiting for my refund. Emailed several times, can’t get to speak to a human being. Still not received any money back, after weeks and weeks of complaints. It states there’s a dispute on this order whatever that means! I am totally disgusted with this company and still not received any money. I will certain not be ordering from them again!

Ordered a bag on 20/06 with delivery estimated 03/07 - 08/07 it’s now 02/08 and I haven’t not received my order. Customer service is awhful emailed so many times and was told that orders are delayed because of moving warehouse and they don’t know when they will be able to deliver absolutely appalling service will never order from here again and will be contacting watchdog or trading standards as this is unacceptable.

I bought something which did not fit and returned it exactly as advised by Brandalley. No refund was given. After some weeks not seeing a refund i contacted Brandalley through the chat [they tell you on the website that it will be a long wait if you try to phone them!?]. The first chat was answered, they denied receiving the return and said i would need to given them the returns tracking information. i did not have it to hand but insisted they check again. after that chat i looked and found the information, it was received by them over a month ago as confirmed by Royal Mail. i tried to speak to them again, twice, and no one answered the chat... i inputted the information about the return - silence! Disgraceful behaviour on any view.

If you're about to send a refund to the warehouse at postcode CV23 9EU then think twice. They have £1,100 of returns across three parcels which I sent back which they say haven't been delivered. I sent them tracked Royal Mail but since I have never had an issue before didn't pay for added insurance (not even sure how much that would cost) so I can only get £75 for each parcel back. Royal Mail tracking seems to show them as undelivered but since it's three parcels all over the period of a month that are missing I suspect there is an issue accepting deliveries at the warehouse and they are all now in some no-mans land. Email response with customer service is conducted via an AI agent. It's such a shame as, like others, I've spent thousands with Brandalley and not had a single issue until the last couple of months.

I ordered on June 3rd and delivery due date was June 8th. I emailed the firm to cancel my order and just BOT messages and no human contact until weeks later when Alex the Manager replied to me now 39 emails later and DHL still have not shown up to collect a 27kg that they eventually delivered and dumped on my door step wven though I cancelled this order with them. Since July 24th no further emails from Alex the manager just left wondering and waiting, appalling customer service should not be trading treating paying customers like this, very unhappy that I have been left with a 27kg parcel which us a 2 person lift and I have a lifetime illness, incurable diease and they expected me to get a family member to lift this huge parcel and take it to their house so DHL can collect when DHL never even attempted a collection from my address! Very unhappy with Brand Alley. I will never order from them again appalling service.

I have used this company for years and never had any issued until recently. I placed my order on 11/6/26 and was advised delivery would be between 6th and 17th July. I am still waiting for my order. I have logged a complaint however noone has got back to me. This is the second order where I have been waiting ages, the previous order was the same, no delivery and when querying was told there was no stock.
Come on Brandalley, whats going on???

I placed an order once 27 July, having never received a dispatch email I checked my account to find 2 orders placed. One processing and one cancelled I only placed one order. I was told by the chat bot it would be delivered 11 July, it wasn’t. I contacted chat bot again who said it would take 7 days for a customer service response. I rang the helpline but after 20 mins got fed up. When I got a reply I was told it was processing, no one could tell me if/when it would be delivered so I cancelled the order. I have been shopping with brandalley for years now but not sure I will again after this.

This is the worst company ever
I place an order over 5 weeks ago the tracking kept saying processing
I’ve sent 5 emails and only received automated emails back
In the end a got a refund off PayPal 2 days after pay pal refunded me Brandally emailed saying the it had no stock of anything I ordered. I have read that Brandally had gone into liquidation but someone had taken it over
I won’t be ordering off this company ever again

Despite numerous emails I have not had a response. The customer service isn't just bad - it's non-existent. At last I have had a response. Postage is now refundedbut product is still.not delivered.

Dreadful customer service. Sent them numerous emails and now waited on the customer service line for 20 minutes twice today to be cut off both times. Will not be placing another order with them.

Ordered placed 17th May still not received. Believe me I know all about new Warehouse but now almost 2 months later to be advised that Gant has not fulfilled supplies!
Brand Alley have had my money all this time. I'm sure I'm not alone.
Profiting from having customers' money must be a great earner.
No need to pay personnel as BOT takes all the correspondence.

Paid for tracked returns (assumed free returns but on well), finding out my parcels have been held for two weeks at the warehouse with no updates. No one ever answers the customer service number and the chatbot is useless. Probably never gonna get my refund. Avoid

Disgusting service. Ordered over 4 weeks ago no communication at all from them. After being on hold on the telephone for 45 mins told it will be dispatched within 72 hours. A week later nothing. Can’t get through to them now !!! This is my first and last order with them and now I have started a section 75 claim back on my card. Avoid this company at all costs !!!!

I will not be ordering from this company again! Customer Service is non-existent.
I have returned items twice on a 48 hr delivery service and not received refunds for over a month now. When I checked the tracking of the last one, I was informed it was being held in a Post Office warehouse as they were not accepting deliveries at the moment. Then if you ever get a refund, the £5.95 postage cost is deducted. Avoid!

Never really had an issue before , however recently there have been delays in refunds and they are lying about delivery dates . They took my £250 order but didn’t put on their website that there are severe delays in delivery due to them swapping couriers etc . I’m still waiting for an order from 2nd June which says has been completed and delivers on their website . I’ve spent £1000’s with Brandalley in the past but won’t be doing there again as they still cannot provide me with an estimated delivery time meanwhile the peoples birthdays who I have bought items for have been and gone !

Absolutely ridiculous, 4 emails and a call to customer service, still no actual details as to when my order will or actually be delivered.... Unacceptable service..... Never using again.