BrandAlley UK Reviews 

I had a hiccup with my order in that the shorts I’d ordered were incorrectly labelled. Swift return was arranged for a refund as unfortunately my size was out of stock, and also a nice little something was added to my account for the inconvenience.

Shannon was amazingly helpful.

I have been a regular BrandAlley customer for years and never had any problems with my orders or returns, until last week.

I ordered trainers, I thought form BrandAlley but they arrived form House of Fraser. I was unable to return them via my account on BrandAlley, they sent me to outside portal, after several emails. The order number did not work, so after another few e-mails I have managed to generate a returns label, which I had to pay an additional £4.99 for before they approved the return.

When I placed the order I had no idea it was being fulfilled by another retailer. Its a very misleading system and I'll certainly not order from BA again.

1 out of 5 stars (Only because Trustpilot doesn't allow zero)

I ordered a simple GANT T-shirt from BrandAlley over three weeks ago because the price seemed too good to pass up. Naturally, they took the money out of my account lightning quick, but that is the absolute only fast part of their operation.

It has now been over three weeks with zero sign of delivery. When I tried to get answers, I was forced into endless, useless jousting with a "chat bot" that offered zero help or consequence. The bot eventually claimed my query was passed to customer service, only for customer services to state they have "no information on delivery"—without offering a single explanation, resolution, or follow-up.

To take a customer’s money instantly and then offer non-existent communication, total ignorance on delivery status, and an automated system designed to run you in circles is completely unacceptable. I am a thoroughly disgruntled customer and I am beginning to feel this is nothing more than a scam site. I wouldn't recommend BrandAlley to anyone—avoid at all costs.

No ! The item hasn't arrived

I was helped by Fatima in Customer Service because my order was only partly delivered. She was extremely helpful and said she would investigate the issue immediately. True to her word this was resolved in 24 hours - thank you Fatima.

I ordered a bag on the 12th August, delivery was due within 9-11 days. I am still waiting 16 days later, the money having been taken from my bank account. I have raised a ticket with BrandAlley, the BOT response to this is that I will be contacted within 7 days by customer services. Not good enough! I have tried to call the company and been kept on hold for an average of 20 minutes each time before giving up. Having shopped with this company before I am shocked at how poorly they treat customers when an order doesn't arrive, no communication whatsoever. Appalling, I will never buy from them again.

The refund process is bad. I will think twice before buying here again.

Terrible still waiting on a refund after a month

I had cause to contact Brandalley Customer Service on 2 occasions.
Zak was extremely helpful and responded to my emails quickly .He was extremely helpful and very reassuring and efficient.
Thanks again.

Received my order which did not fit.
Returned a month ago and as other customers have said, have gone round in circles with AI, hung on for customer services for 20 mins at a time, all to no avail. So far as well as the cost of the returned item, I have spent £5 on delivery receiving it and £7.50 for tracked service returning it. This is how they make their money. Not crediting customers!! Order # UKO144001567241
Order Date:
27 Jul 2026
Be great if someone from the company replied to this. However their reassurances of contact within 7 days is a scam. Doesn’t happen.

I always have been satisfied with BrandAley website. It’s provided so much opportunity for shopping- beautiful products with great prices. I had a chance to get help with my online order and both robot chat and personal assistant were very helpful and supportive. Everything was quick resolved. Thank

Been looking into this as I ordered items in July and initially told 5 to 7 days. The order delivery date now says 24th to 29th August but also still says processing. I am going round and round in circles with the AI chat bot, who says I am being put through to an advisor and it will take 7 days to respond. Somebody did eventually respond and just repeated what was on the screen, information I already have. On further investigation the company went into liquidation in June and has been taken over by a similar named company BrandAlley International ltd, and has a new owner. This has been kept quiet, and customers are purposely being sent around in circles by a chatbot. Nothing has been put in place for existing orders, from what I am experiencing. Think Trading Standards should step in. I will avoid this company from now on.

Had an issue with a missing item - the issue was dealt with quickly and fairly

Horrendous customer service. Avoid this company. I am still fighting for a refund from an order placed the beginning of June.

I have had to re send my parcel twice as it kept coming back to my address. I am still awaiting an e-mail from customer service after my chat over a week ago for the second time with no updates on my refund. Avoid.

This company are selling fake goods did a check on a watch and it came back counterfeit with Versace …. Ask yourself why the products are so cheap they are fake avoid

After contacting BrandAlley on WhatsApp with an issue, I was contacted promptly and and the problem was resolved quickly and politely.

I returned two separate parcels in mid-July and have chased and chased for a refund. The bot tells me that someone will respond within 7 days but no one does. Can someone tell me me when the returned items from order UKO144001510819 will be refunded? It’s been 6 weeks.

I’ve had reasonable experiences with BrandAlley before.
This occasion their delivery partner was some total unknown and incompetent company who failed to deliver, in spite of me sending screenshots of the map in advance. That’s not Brand Alley’s fault but their total failure to assist or even reply is just laughable.
The logistics company won’t redeliver unless brand alley approve. Brand alley won’t reply or speak directly to the logistics company it seems.
It’s been a week with no response by brand alley. Considering they don’t actually do anything other than provide a marketplace and customer service, I find that ridiculous. Going to have to go through chargeback process.
Honestly, don’t waste your time with these clowns.

Excellent customer service- they couldn't be more helpful. Thanks very much. I love the dress I bought -a £300 wool dress for £28.

Shannon was really helpful and resolved my cancellation. Excellent service

Finally over a month later I received my refund. But honestly you guys have changed something because it was not so cumbersome before. It's a pity because I loved shopping on your site but this whole situation makes me think differently.

Please can you process my refund for order no. UKO144001539134. It is outstanding for the Reiss Jacket since 20 July for £104.