BrandAlley UK Reviews 

Had email on 3/8 / 26 informing me that my refund would be processed internally. Brand alley explained this could take up to 14 days.
Still waiting for my refund.
Avoid this company.

Below is the email I received from bandalley on 4/8/26

Thank you for kindly sharing these details with me.

This has been raised internally so that we can reimburse the £7.25 back to you.

Please allow for up to 14 days for this to show.

I have been waiting 2 months for a refund. I returned your item in June. Your CS sent me a WhatsApp message two weeks ago stating that you would come back to me but I am still waiting. Very poor customer service - would not recommend or use again. Order No UK0144001447835.

Return received by BrandAlley on 28/7 and despite several contacts with them including their confirmation of the return accepted, I have not received the refund.
I will now shop elsewhere until BrandAlley meet their statutory obligations.

I ordered 4 items at the beginning of August and notified them immediately that only 3 items arrived. I have contacted them several times but no response - just a bot who goes in circles. Short delivered - no-one takes ownership

Absolutely shocking customer service that is all AI based (Ada) so no human interaction. I have been trying to return a pair of sunglasses and what shouldn’t be a very simple process has been weeks of tedious time wasting- the customer has to request a return from within the brand Annie portal and interact with the third-party supplier of the goods directly and wait many days for that third-party supplier to even respond. They eventually provided a return label which I had to print despite asking for a QR code to take to have the label printer at the post office. Got to the post office and was told that the label was for a large letter and not a parcel so they refused to take the return. I’ve tried to contact this third-party for well over a week with no response. I’ve tried to contact brand Alley directly for over a week with no response. Have tried to speak to an agent on their online chat only to be told they will respond to me in seven days and I’ve tried to phone BA sit on the phone for over half an hour before the call disconnects due to no. Have been a long time customer of brand alley and I’ve never had such an awful experience returning an item which makes me think this change and integration of AI has been intentional to make it so difficult that customers then miss the return window. I will never be shopping from brand alley again.

Absolutely terrible
This company is uncontactable
All you get are bot responses
Only a minor issue
Limited options left

I used BrandAlley for many years until now when it became clear that the company is no longer the same. The worst of all is total disrespect for the time it takes to (not) resolve issues. Online bot does not work, phone line does not work, emails don't work. I returned all products which were not as described but there is no sign of refund and no way to speak to a human, just automated errors. I will raise the claim through credit card company and will never user this service again. Shame

I have returned goods over a month ago and waiting on a refund. There customer service is appalling, I've timed out three times now in the telephone queue. Shocking!!

Item ordered 15 July
Returned Royal Mail, signed for on 21 July.
It’s very nearly September and I am still awaiting refund in my account despite assurance from customer service it would be ‘expedited as a priority’
Other high street stores refund within 3 days
Brand Alley …this is absolutely unacceptable behaviour and au expect my refund to be in my account by close of business today

I have had ongoing problems with this company over an order that was never sent. I have written multiple emails to chase up the order but no one resolves the issue. I then informed Brand Alley to cancel the order which despite the customer service agent saying they would it turns out they haven't.
They also haven't informed Klarna who are now going to take money that is owed on an item i have recieved. I have not recieved a refund of the money i have paid.
This company is awful and the customer service team are terrible at actually providing any customer service.

Incomplete order, when contacted, BrandAlley have not responded. I have literally been subject to fraud. Do not buy anything from them, they are stealing money. Not providing the service, they have done previously after many years of being a loyal customer.

Avoid! It used to be good - now appalling!
My order arrived with 1 product missing which eventually they refunded me for.
I returned 2 items that were not right for me on the 17/07/2026 and were tracked as received in their return warehouse and i am still waiting for my refund. The AI agent keeps sending me message about my previous refund. Not resolved to date. Nightmare

Still awaiting refund. I’ve been in Live chat and told I would get a response to my email but nothing I’ve treed phoning and been on hold for 20minutes then cut off
I’ve sent photos of proof of postage and delivery but still no response
One very unhappy customer!
Please Brand Alley get your act together!!!

My experience with BrandAlley has been a nightmare.

I purchased a pair of shorts on 7 July. When I tried to register the return on their website, a technical glitch prevented the system from working.

Following the official return paperwork and instructions included directly inside my parcel, I promptly shipped the item back on 13 July via Royal Mail 48 Tracked (using the requested grey bag and providing tracking proofs and photos).

Instead of resolving this, their support team dragged me along for over a month with endless automated delays, telling me repeatedly to "wait 24-48 hours" or "allow a little more time."

After weeks of silence and chasing them, Fabiha from customer support finally responded on 18 August claiming that the item was "incorrectly returned to BrandAlley" because it was a marketplace item that should have gone back to the supplier (Brook Taverner), and refused to expedite my refund.

This is completely unacceptable and misleading for several reasons:

There was zero mention in the package or on the return documents stating the item needed to go anywhere else; I strictly followed the instructions provided in their own box.

They waited nearly a month, ignoring my tracking proofs and delivery confirmations, only to use this excuse now, while they already have the item safely in their possession.

They expect me to accept even more delays and pay out of pocket for their internal logistical failures and website glitches.

BrandAlley provides broken online tools, gives contradictory support answers, and then blames the customer for following their own paperwork. Avoid buying from them if you expect a functional returns process!

---

Later edit, after their response:

BrandAlley claims in their response that "if we had been contacted ahead of the return being made, we would have been able to provide you with the correct information."

Let's be entirely honest: Why didn't BrandAlley contact me when the package actually arrived at their warehouse?

They received the physical product, took it into their possession, and simply left the situation hanging in total silence for over a month. They never reached out, never emailed, and never called to inform me of any issue. I had to chase them for weeks just to find out where my item and my money were.

Blaming the customer for a website glitch (which showed a black screen with HTML errors) and for following the official return paperwork placed inside their own box, while they sit silently on a received product, is completely dishonest and unacceptable customer service.

Because they have failed to resolve this fairly and ignored their own deadlines, I will now escalate to UK consumer protection authorities.

Avoid this company if you value your time and money.

I have no idea what happened to BrandAlley UK. I have been their customer for years. A happy customer I must say... until recently. They give you a voucher for inconvenience caused, which does not work before an expiry date. That I can live with. But the fact that I cannot get hold of ANYONE to sort out a refund in a month is not only frustrating but utterly shocking.

If you call them they cut you off after 20 minutes of wait (happened to me twice now). When you email them directly via their website you get no reply. When you email from using previous emails from customer service they 'open a ticket' with customer service that they do not reply or act on. When you send another email 8 days later they link it to your existing ticket, which has been utterly ignored. I have been trying to chase up a refund of an item that they received on 21st of July and cannot get hold of ANYONE in a month. This is utterly ridiculous customer service and I will be saying goodbye to shopping with BrandAlley as well as logging dispute if I do not receive my refund.

This is definitely not the same experience I’ve had with BrandAlley over the years.

Customer service has been almost impossible to reach, getting a return label has been unnecessarily difficult, and to make matters worse, my parcel arrived completely open with items missing.

I simply don’t have the time to spend chasing customer service and trying to resolve issues that shouldn’t have happened in the first place.

Very disappointing experience. Avoid!

I'm still waiting for my refund from Brand Alley for a coat I returned on 9th July 2026 ! No response from emails or phone calls 😤 😒

The item did not appear to be the original brand that it purported to be. It was a similar looking label but slightly different. The item was made of cheap synthetic materials, not the usual natural materials associated with the original brand. I have returned it for a refund which is awaited. Disappointing as I’ve purchased several other items from this company before which were fine.

I would avoid this company! It’s fine if you want a bargain and prepared to risk that what you order is right, but if anything goes wrong, you have no chance!
I’ve had an order with a missing item, you can only get a bot, you have to chase and chase to get a person to reply.
I have also sent items back, nothing wrong with them, just too big. Sent them tracked so I know they were received. Nothing. Bot replies when I chase, keeps telling me there’s an open ticket. Luckily I paid by Amex so I have received a refund. Not worth the hassle.

I will never buy from this company again. Your returns process doesn't work properly and when items are returned you can dream of a refund. Your customer service is useless and I have spent over £150 on items, which couldn't be returned as I was a few days out of the 2 week window, as I am disabled and had no one to help me, and haven't been refunded for another order. Appalling and dishonourable service!