Brandalley Reviews 2,576

Wish I read these reviews before ordering as I’ve been waiting for a refund from them since returning an item that I paid £230 for a month ago. I returned using their Royal Mail labels and got proof of postage which I provided them with. After 2 weeks from when I returned them they said they couldn’t see it in their system, the. They said there were delays then they said give them 2 weeks to investigate with Royal Mail. Will never order from them again.

I ordered 2 high value items and one cheap. The first high value item I'm 99% sure was a fake - it was nothing like the genuine one I already had and terrible quality so I returned for a refund. The low value item came with it and was fine. I've been waiting for the other item for 2 months and today I got a refund with no explanation. So I've paid postage, the return postage for the (probable) counterfeit and been left with something worth less than a fiver for the privilege. Don't bother with BrandAlley.

I wish I had read the reviews before ordering from this company. My experience pretty much mirrors what has been written by so many people ie
Wrong order delivered, asked to provide photo evidence
Exactly the same wrong product delivered, more photo evidence required
Unanswered emails
Avoid at all costs, totally useless company.

Ordered 6 wine glasses and when they arrived 1 was broken. Contacted them immediately and I received an email asking me to send photos of the broken glass so they could look into this, which I did. No response back from them despite sending emails. Tried to phone them and as they are busy my call is just cut off. Do not buy from this company!

Yes delivery took a little longer but all items spot on and all as lovely fit, items were well packaged aswell

I have been a loyal customer of BrandAlley for many years now but the experience have had in returning an item which was sent to me in error (and of a much lower value) has been unacceptable. Lack of communication and excuses that they have not received the item back yet when Royal Mail ensure me they have. BrandAlley owe me over £200 with no outlook of refund.

Well I've just started looking at this website, so off to reviews before I cause myself unwanted stress. And it's not disappointed me. Shocking reviews and will not be ordering from this company. Thanks customers.

Unfortunately Trustpilot does not enable 0 stars , so the 1 star rating here is unduly generous, although perhaps may recognise the single member of staff (J) who has made any attempt to pursue my issue and communicate with me. However, he is a voice in the wilderness as this is truly the most appalling company I have ever dealt with and I would strenuously warn against any dealings with them. My issue and all associated e mails and phone calls is by now too lengthy to summarise here but has been ongoing for almost a year , in which time I have spoken to 25 different members of staff. In summary, I have twice paid £1000 for an item of furniture that has yet to be delivered ( the second time was a re-order facilitated by Brand Alley after no reason could be found for the supplier’s repeated failure to deliver) Delivery lead times and promised dates have come and gone over many months. The Head of Customer services is elusive and all promises by her or other staff for her to call me ( including ‘ guaranteed in the next 5 minutes’ ) have never been met. I am now pursuing my complaint via Trading Standards .

I have two voucher codes:
a discount for a first order
& a discount for a friend referral

neither code works, I emailed them, they say pay full price first and they will send a refund but I’m not so sure.

Also emailed twice to ask if both codes could be used at the same time, still waiting on a reply.

I think I won’t place the order after all.

“If it sounds too good to be true…”

Bought some bedding, recieved 1 correct product and one completely wrong item, upon asking for the mistake to be rectified and my items sent out as i had paid for them and provided photo evidence of said mistake. They forced me to write a handwritten sworn statement and sign it before they would investigate. They made the mistake and sent out the wrong item but effectively accused me of lying. Awful customer service, dreadfull company. Avoid like the plague!

I bought somthing for 49.95 on return img it I onl got 13.50 bk.

I accidentally left the returns slip out of my parcel so rang customer service. Very helpful man added a note to my account and assured me the refund would be processed. It was - and without delay. Would shop here again.

Repeatedly emailed them as their unsubscribe button intentionally does not work. They do not stop emailing to the point of harassment. Their customers must be zombies who respond to extremely aggressive marketing. Taking the case to the information commissioner’s office

Awful customer service. Received the wrong order and told the item I actually ordered is now out of stock so they can't send me a replacement. Also told me I wouldn't receive a refund unless I returned the item I received. I now have to sit in all morning and wait for DPD to collect the item, leaving me not only out of pocket but with no item.

I should have read the reviews before ordering, they are exactly mirroring my experience. returned my items 14.12.21, I didn't receive a refund.January e.mailed them requesting my refund and was told they couldn't find my original order, unfortunately I had zapped my email order, but told them I still had the half of delivery note with all details on, my credit card statement with payment details on, also proof of postage and proof of delivery to their address. One reply stating I had emailed wrong address even tho I had answered on their email reply at the bottom of their email. I have sent many emails stating all the information i would assume they would need, all time-consuming but I wanted my refund. No reply to any of them, now heading towards end of January, don't buy from this firm Customer Service not good in my experience.

The site dose not load properly it freezes and never goes back to where you were . Contact them and they said never had this problem with any one else . They said it must be what I use , it is a apple I pad and a hp laptop never have this problem with any other sites

I have been a loyal customer to Brand Alley for a couple of years making many purchases but have now unsubscribed due to a ridiculous and protracted email exchange since November, too ridiculous and time consuming to detail here. In essence I received the wrong sized bedding (double fitted sheet) in king-size labelled packaging. Because the packaging had the right size (!), and it was sourced from an external supplier, Brand Alley said the supplier wouldn’t reimburse me as I’d ordered king size and the packaging said king size, there was nothing they could do?! This was despite sending photos of the sheet not fitting my bed and of the packaging. Unbelievable!!

I bought a picture from this company which arrived with the frame smashed. They did replace the picture (relatively quickly) but the new picture frame was broken as well.

The frame is of a very poor quality so not surprising it didn't stand up to transport but they clearly don't package things adequately.

Brand alley is possibly the worst company I have ever had the misfortune of dealing with.
The lead times are excessive that I can accept, the wrong item was sent, when I returned the item they said they couldn’t view the photos I sent as evidence, they then said they hadn’t received the item and needed proof of postage etc, etc every excuse under the sun, ultimately I received a refund after possibly 20 emails which in the end they just didn’t respond to, had to call them and received the refund after 4 weeks of stress

I returned items promptly and in excellent original condition.
This parcel was tracked and proof of posting and tracking info sent to Brand Alley. No reply except we're short of staff. I rang the customer call centre who told me a delay on items being logged on their system. She thought no emails were being sent out to customers to confirm receipt.
I then emailed through Resolver...a standardised reply re despatch. Nothing to do with refund.
Tomorrow I will ring again...11 days on. Trading Standards stipulate 14 days refund. Very poor having to continually chase.