Brakeburn Reviews 

Should have read my own previous review to remind myself not to buy from here. Ordered 30th Oct. Have not received anything yet or had any indication when I might. Dreading needing to return anything as reviews are awful. This will be the last time I order from them.

Love Brakeburn customer service, products and website! The customer service team, specifically Amy have been fabulous! It is such a pleasure to contact them because let's face it, we only ever contact customer service when there's an issue so to have a brilliant team in response is such a wonderful luxury nowadays. The responses are from real people who care (not "bots"), who are responsive. Amy sorted my query superfast, in fact within a couple of hours of me emailing her. I had returned an item and my refund was processed well within the timescales given. Amy made sure that it was actioned as soon as I had raised a query. It is so refreshing to get swift resolution after raising an issue. I am so tired of "bot" responses, literally tiresome, repetitive and time-wasting. Brakeburn have real people, real customer service and are a delight to deal with, thank you Amy & everyone at Brakeburn!

⭐⭐⭐⭐⭐

I’m very happy with the customer service I received from Brakeburn, especially from Amy and Marianna.

Although I had some unfortunate issues with my deliveries, both Amy and Marianna were very helpful, professional and responsive. They kept me informed, listened to my concerns and did their best to resolve the issues.

A special thank you to Amy for sorting out my refund so quickly and for her excellent communication.

It’s not always about things going wrong, but how a company handles the situation. I really appreciate their support and excellent customer service. Thank you both! 😊

It’s very rare nowadays to come across companies who clearly put customers first but Brakeburn are one of them…whilst ordering some items from the sale range as a first time customer, I encountered a couple of issues during the process which, although they did not prevent me from placing my order, it did impact the purchasing experience so it wasn’t as good as I would have liked.

I emailed their customer service team raising my concerns and although the automated response said it be could be up to 72hrs for a response, Amy replied within a few hours to confirm she had corrected the issues for me and arranged a credit which I am thoroughly pleased with as these days most companies are more interested in just money grabbing rather than building a long term relationship with customers, highly recommend Brakeburn to anyone.

Love brakeburn clothing but still waiting on a refund weeks after item was returned.

I needed to contact customer services. The response I received was a standard we work Monday to Friday 9 to 5. Imagine my surprise when my complaint was actually dealt with and resolved over the weekend . The whole thing took around 3 days. The customer service person (Marianne) was polite and the dealt with everything promptly. I have used Brakeburn in the past and will continue to do so in the future. Their products are good quality and good value for money and I have always been sent out quickly. This was the first time I interacted with the customer service team and was really pleased with the excellent service.

UPDATE Thank you for your reply, I also had a reply and apology from your customer service team. There is no need to refund my postage as my parcel did arrive but thank you.
I just felt in this day and age over a week to despatch and deliver one item is too long
Placed an order on 30 September for a pair of jeans in the sale. Delighted to find them as I already had a pair previously and loved them.
At the time of writing this on 8 October, nothing, no delivery, no updates. Paid via Shop whose app is as good as useless. I paid £3.95 for delivery of one item should that really take over a week? For what I would say is a reasonably up market store this isn't good enough.
. X

Awful experience. Brakeburn were clearly experiencing issues with the return link. I gave it a few weeks as advised to see if it would work. It didnt. In the end I had t send multiple messages to just get a return link. My item was returned 2 weeks ago and i have now had to send another message to ask them to actually process the refund. So poor, not really sure ow they are getting away with such poor customer service.

Despite emailing at least twice to advise I was unable to find their returns on royal mail using their returns link, I received no response.
Their company is registered as Trail Treks not Brakeburn!
Returned the item on 15th and am still awaiting my refund.
Really terrible customer service. I always strive to Support Local but won't be supporting this company again. This is not the customer experience I expect.

Great customer service, great products, thank you so much Brakeburn, my size, true to size, quality second to none!

Customer service are excellent in my opinion I made a mistake and sent the wrong items back to them and they went above and beyond to sort iy. Can't thank them enough. By the way the dresses were really well made. Thank you everyone

Purchased a new mans top. Washed it once and it shrunk. Contacted the company with pictures of the tags and the top to show the item was new. They started to assist but once I reached out for a solution they ignored my emails and I'm now left with a top that no longer fits and was only worn once. Very poor customer service.

After waiting three weeks for my delivery and being told It was going to be dispatched by the end of the week twice, my order was then cancelled and refunded as the items had gone out of stock! Shocking service 😡

I had ordered 2 items which unfortunately were not suitable.
I received an email stating that the returns process was not available due to an IT issue but I would receive an update when it was resolved.
I initially thought it may have been a scam email and contacted customer services to enquire it was legitimate. I had a very prompt polite response confirming it was accurate.
I returned items when I received confirmation that the returns process was working again. Initially I didn’t receive confirmation of my return or any further correspondence but when I contacted customer services Amy was straight on it and issued a return which is greatly appreciated. Would shop again

Unable to return 3 items out of an order of 6 items. Royal Mail link down and it looks like the company is in administration so very little chance of getting my money back. Disappointed as I’ve been a loyal customer for a long time.

Placed an order on 15th August 2026. Nothing arrived 3 weeks later so I emailed to cancel the order, if it hadn’t been dispatched. My order was refunded very quickly which is why I gave 1 star.
During the wait for my order no correspondence was received to update why it was taking so long. It does state on the web site orders can take longer during sale periods. Why ? No other companies use this excuse during a sale and items always dispatched quickly.
On emailing them after a 3 week wait for my order, no correspondence, it then states 72hr wait time for a reply. My response took a lot longer than this also. I’ve received my refund now over 3 weeks from them taking my money. Very disappointing and I wouldn’t use them again.

Despite being advised that the Royal Mail problems were resolved, I was unable to return a product as the Royal Mail system did not to recognise Brakeburn as a supplier and therefore I am unable to return an item😢. I have emailed them regarding this several times but have not as yet been given any advice on how to return this item. Very disappointed in their lack of response and I will. To be using them again ☹️

I placed an order £166.50 on July30th which I then needed to return. There was a fault with the system to be able to return via Royal Mail. On contacting them I was told to keep hold of the items until it was fixed, the link to return is still not working and they are now not answering any emails . Dispute opened with PayPal hopefully I will get a refund through PayPal.
Avoid this company

Ordered from Brakeburn, money taken straight away as usual with these companies, decided to send items back the same day I received them, but they wanted me to wait 2 weeks for the Royal Mail glitch to get sorted, I couldn’t wait 2 weeks as going away so advised to send myself, sent Royal Mail signed for which I have now received a refund for the posting but still waiting for a response as to say they received my return, no response from customer service since Tuesday morning, no phone number to call, so frustrating, you can’t tell me there inundated with returns as the royal mail link only started working this week, why are theses companies holding onto our money ? Please send me my £55 I’m not made of money.

I have ordered from Brakeburn many times as I love the quality of their clothes but have regularly waited about 3 weeks for a refund, they are very slow but at least it has always arrived. This time I have had to contact them as its taken longer and then only found out they no longer deal with PayPal. I have now contacted PayPal to raise a complaint. My refund is over £80 and quite alot to be short for so long. I am surprised they are also having problems with Royal Mail but at least I must have been in time to return through them. Thankfully I always keep hold of my receipt. It's such a shame as I doubt I will have confidence in dealing with them again.