BrandAlley UK Reviews 

Dreadful. I placed an order on 13 July 2026; as of 17 August, it has not arrived. They took 12 days to reply to my email. Their "customer service" number doesn't get answered. This is my first experience with them. I will not be a repeat customer.

I have sent back an item via evri as recomended by brandally on 3 August.it has stopped tracking on 6 August. I have contacted evri and BRANDALLY. They both refuse to reply. Order number UKO144001566593. Evri tracking H0014D0194441073. I have also tried to cancel my last order because of brandally terable service. Guess what no reply. Brandally use to be excellent they are now determid to go bankrupt.

Excellent attentive and responsive customer service (Lauren K), great garments and prices. There was a bit of a hiccup with a new warehouse slowing things down but all OK now.

Placed an order on the 30th of July and still have not received it. Order status says processing. Impossible to reach anyone from the customer service, have had no response via email or phone call.

I have bought from BrandAlley for several years now. They used to be quite good but their customer service has become appalling. I returned an item the same day I received it, and have tracking to show they received it 3 weeks ago. I still have not had a refund. I made fruitless attempts to contact them via WhatsApp (which they now seem to have suspended). Nobody answers the phone. Nobody responds to their 'contact us' email form. I regret using them, and do not think I will do so again.
Are they about to go bust? I will have to open a dispute with my credit card company.

Incorrect order was sent out by this company. I did contact them via email which took a few days to respond to. They asked me to return which I immediately did but they now can't find it in their warehouse. It takes days for Brandalley customer service to reply to anything and its difficult to phone them as the wait time is so long.
I've been inconvenienced because of their mistake but there's no urgency to resolve or refund me.
Dreadful customer service and if possible, I would give zero stars.

I placed an order 9/7 with expected delivery by 1/8. I have heard nothing and can't get through to anyone. I have used WhatsApp to contact them and have been told I'd receive reply within 7 days. That was 15 and 7 days ago and still nothing. When I asked to cancel order they said I can't . I have to wait till I receive if then return!! Still trying to sort this!!!!

Received the incorrect product and Brand Alley organised a swift refund

Appalling service from BrandAlley. I placed an order over a month ago and I’ve still not received it. They make it difficult to speak to anyone on the phone. This is effectively theft. I don’t know how I’m going to get my money back.

I have been using BrandAlley for several years now and have done so without any issues. The problem comes when you do have an issue. Their customer service is far and away the worst I have ever experienced.

If you email them you get a reply telling you they will respond in 7 working days (they don’t). If you chase them the 7 days starts again “as a ticket already exists for this item”.

I tried to call them multiple times. They are “extremely busy” for the first 20 minutes, after which a message comes on to tell you they are not going to answer your call so try again later, and you’re cut off.

Having spent 2 weeks chasing a missing order I eventually received a reply to say that due to a change in warehouse the package had been misplaced but had now been found.

It then went to Evri, who after another 2 weeks admitted they had lost it. A week on they said as it had been lost for 3 weeks it was unlikely to be found and so they had informed BA that a refund was required.

Three weeks and several emails later BA have not responded to me.

So they are great until you need them, then they are horrendous, and I won’t be using them again.

Quick and easy to use. Good bargains, package arrived in good time.

Shocking experience when things go wrong, no customer services team. I was sent wrong item, took multiple attempts to get them to acknowledge this and send a returns label. 3 weeks on from sending return still no refund and no way to contact. So currently I have paid them a significant amount of money and have no product.

I returned a Dyson I purchased from BrandAlley because it was extremely loud and did not perform as expected. I contacted BrandAlley shortly after receiving it and tried several times to arrange the return.

After struggling to get a response from their customer service, I eventually returned the item using the Evri return label provided through BrandAlley’s website.

Evri tracking confirms that the parcel was delivered back to the retailer on 23 July 2026.

And now I have neither the product nor my money.

The refund of £279.99 has still not been issued, the return is not properly reflected in my BrandAlley account, and my attempts to contact customer service have gone unanswered.

I have kept all the evidence: the order, correspondence, return label and Evri delivery confirmation.

This is extremely disappointing. I returned the item exactly as instructed, yet BrandAlley has my money and my returned product, while I am left with nothing and no meaningful response from customer service.

BrandAlley, please process my refund.

Recently bought and returned a bag. Had to chase their non existent customer service team. First welcomed by their useless bot which kept repeating same generic message without looking in actual issue
Eventually got through to a human after days, who told me warehouse hasn’t processed my return! Long story short near two months still waiting for my money to be refunded. This has happened 2-3 times before.
Delivery is expensive and refunds are v v v slow. It used to be good but have decided to unsubscribe from this scam!
Sad to see a good business going down this way. Never again!

The worst retailer operating with no customer dispatcher cost compassion.
Customer dispatcher cost plus the return cost a minimum of £10 to the customer.
I will advise customers to rethink of this money waisted process that usually goes by not noticing.

Absolutely awful don't buy from this site. Everything is third party and delivery at least three weeks to four months or never arrives as in my case, I waited four months for a rug. Terrible customer service on the phone lines, guaranteed to cut you off after exactly 20 mins continuously, use their chat, well one chat, can't do another one on another day as they hold that one chat for ever and you are unable to send a second one. Lovely email finally with a Manager after four months of waiting for a rug never heard from him again after declaring this is not the service we expect to give you. Not only did I lose the rug I had to put my flooring on hold, and now my paint in the living room matches my bought rug design, great, so need another rug which when looked at same rug on line is three times the price, so a little bit conned on this site. When asking for the third party seller details so I could contact them direct, no response. Although I have to say exceptional at sending me emails everyday to purchase from them again. Sadly no rug was ever sent my living room dream crashed and I was sent after four months and an email from PayPal a refund. Then the next day I got a message, sorry but here's ten pounds credit for your trouble, like I would consider buying from them ever again! They have ruined my re-decoration experience, constantly waiting for the rug so I could match the floor I have already bought the paint to complement and painted half my room, it's a shambles, I now have to rethink my whole design.

Brand alley used to be a really good company with great customer service but recently it’s got terrible. My order took around a month longer to arrive than originally stated. Now I’m trying to get a refund from items they received many weeks ago. I have sent numerous emails regarding my refund with no response at all. I have sent numerous what’s app messages, again with no response. Will never use them again. Avoid at all costs!!!

Ordered shorts for late July early August delivery and still haven’t received item. I’ve emailed multiple times and asked 6 times for a rough estimate of when they’ll be dispatched just for them to claim they’ll actually look into it that time and get back to me for them to close the enquiry. I’ve emailed twice since then and no reply.

First and last time I purchase from these. Wouldn’t have done so in the first place was just desperate for this item but they could have gained a new customer had they dealt with things properly.

Customer service is obviously crap in my opinion.

Edit: if you need more information try replying to one of my 8 emails. I’m now going through my bank for my refund.

Brand Alley sent me someone else’s parcel and nearly two months on I don’t have my money back. I’ve spent so much time trying to deal with them. They’re fine when everything goes well but not when it doesn’t

Good communication and prompt action from Lauren K
once issue was explained .