BrandAlley UK Reviews 

Fantastic service, fab sales and a wide variety of top brands!

Item missing and still no response from customer service over a week later.

I returned several items and, despite having chased my refund several times, have received no reimbursement. I am only able to communicate with a Bot (their phone line does not answer) and customer service have not responded, despite my repeated enquiries. I have proof that my return was received (via Royal Mail tracked service), however the Bot was not able to confirm this. Furthermore, my items arrived in stages and well outside of the agreed timeframe. I will not use BrandAlley again and would not recommend this website to anyone looking for good customer service and a reliable refund process.

Same issue as all of the other reviewers. I sent my items back and I never received a refund or even an acknowledgement of my returned item.

I contacted BrandAlley by phone and the call hung up after 30 mins of being on hold...however on my third attempt I got through to a person!

The lady I spoke to was very helpful and she said they recently moved into a new warehouse and that had caused all the delays. When she checked she said they hadn't processed returns that came in 10 days ago, but the team were moving as fast as they could.

She very kindly manually processed a refund for me whilst I was on the phone, so if anyone is having the same issues, try to call them up.

Update: Refund received 21st Aug (refund was processed on 13th Aug, so took about 8 days for it to come through)

Excellent Customer Care

Same problem as others on here regarding returns. Sent back via evri and have proof of delivery. Raised multiple questions with them but no human response.

Also took ages to dispatch the order to begin with.

Clearly there is something seriously wrong at Brand alley these days. Avoid!

2 sweatshirt arrived four weeks later! Were birthday gifts, too late and returned on 9/7/26. Didn’t get any acknowledgment! Contacted and said not received, sent photo of proof of purchase. Replied saying couldn’t read tracking number! I made photo larger and sent them! 🥴 Not heard from them! Sent email and still waiting. BrandAlley sort out or my next step is Which consumer magazine and BBC Watchdog.

An absolute disgrace of a company, I returned two pairs of jeans because BrandAlley don’t do exchanges. I sent the return by recorded delivery which BrandAlley signed for on 31st July, I have emailed & text and just get generic replies with nothing being resolved. PLEASE LOOK FOR AN ALTERNATIVE COMPANY BEFORE CONSIDERING THIS UNHELPFUL SHAMBLES OF A COMPANY!!!

And still no positive response!

Been waiting over several weeks for refund and complained to them and via this trust point portal.They then ask about details and still nobody reply’s.They do this on purpose just because you have complained.

Absolutely terrible company! No customer service at all. No acknowledgement of item returned or refund on a tracked item. Still waiting after 6wks returning an item. Avoid this awful company and buy from a reputable retailer. Be very careful if you return anything to make sure you have it tracked as proof so you can try and follow it up. Good luck

Absolutely useless company. All fine when you're ordering and spending money with them but they ignore returns/refunds.

I sent a dress back for a refund and have proof it was delivered on 9th July (to be honest, I would have preferred an exchange but they don't offer that). The website states 14 days for a refund so I didn't chase up until 27th July. I have since had to chase up again and all I get back are auto-responses.

DO NOT BUY from here.

Terrible experience from this company. Dress sent back with Royal Mail tracked.No refund from them, they said they did not have the return when it had been signed for with photo evidence.I had to open a dispute with PayPal against them, eventually I received my refund from PayPal. Avoid this company

I accept that things can go wrong from time to time, but its how companies deal with these issues makes them stand out as customer focused organisation, or one that really doesn't care. Sadly, Brand Alley falls into the latter category. My order was placed on the 16th July, with an expected delivery date of between 01 - 06 Aug. Delivery date has gone and no update from Brand Alley. So used their chat bot to contact customer services and told someone will be in touch with 7 (!) days. Of course, nobody has been. Now trying to speak to someone on the phone and having been on hold for the last 20 minutes, I get a message saying they are unable to answer my call and the call gets disconnected. Not the service I'd expect and very disappointed.

Was fantastic actually speaking to a human!!!
So hard to do that in these times.
Call handler dealt with my problems while i was on the phone.
Happy with the service she provided

The worst online retailer I have ever dealt with.

Their returns portal sent my return to the wrong place and I have spent months trying to resolve the issue with them, unable to get barely any response from their customer services team and hours on hold.

I would not recommend buying from this company they are horrendous.

Unless chased issues will not be dealt with. No communication about deliveries after waiting over 6 weeks.

I have used Brand Alley before with no problems. Had to return some Birkenstock sandals on 11th July by Evri. Tracking shows received on 20th July but no refund registered with Klarna, which is how I paid. Have sent screenshot of evidence of Evri delivery to Brand Alley and many emails which are replied to with the same generic response that no return has been registered as received by them and I have been given a ticket Number. Will not use again.
Update from response - still no refund 17th August.

I am very disappointed with BrandAlley’s returns process and the lack of communication regarding my refund.

I was unable to confirm my return online and was instructed to print a form and include it in the parcel. I returned all items from my order and have proof that the return was delivered to BrandAlley over a week ago.

While I have received acknowledgements and refunds for the marketplace items, I am still waiting for confirmation and processing of the remaining BrandAlley items, which total over £160. Given I have proof of delivery, I would expect the return to have already been acknowledged and processed, or at the very least confirmed as received.

There were also issues with missing items from my original order, which has added to my frustration and concern about the overall handling of this order.

Each time I contact customer service, I am told to wait seven days for a response from the Customer Experience team, which has led to repeated delays without any real resolution. I would appreciate an urgent update on the status of my return and outstanding refund.

I was a client of this service for 6 years. Everything was just fine. But the last two or three months the site has occurred. If you want to return the item you will have big problems ((((((no normal communication. On messages often simply there is no answer. Only send information that the question is registered. Now I have problems with the return of money. In addition, the order is not delivered. I wrote a message to the chat. I answered a week ago that the goods were sent. Already a month I am waiting and nothing.
Order UKO144001537575 was returned. Klarna still have no information about status of this order. I try contacting 2 times with Brandaly. No success (((
Order UKO144001561975, returned part of order ( 2 hats). Same problem. Klarna have no information.
And it is only this moment. But same situation was with several previous returnees orders (((During last2 months.

This is the second time I’ve returned an item and had to chase up on the refund. This is not acceptable. Customer refunds should go through within a reasonable time frame of 14 days maximum. Customer shouldn’t have to wait over a month for refund and then have to contact Brandalley to chase the refund.
Very poor customer experience.