BrandAlley UK Reviews 

Been waiting over a month for a refund. No way to get hold of an actual human being. I sent my return and it was delivered to them on the 23rd of July. Despite chasing them multiple times and being told someone will get back to me within 7 days I’ve had nothing. I was a repeat customer but BrandAlley are on my avoid list after this experience. Will probably have to go through bank for my refund. Extremely disappointed

Absolutely shocking customer service. I returned 2x items OVER 5 WEEKS ago and I’m still waiting on a refund - EVEN THOUGH I have provided proof of delivery to THEIR return address. All that they have said is that it’s being investigated by their Customer Experience team but no sign of my money whatsoever. THE WORST ONLINE RETAILER.
STAY WELL AWAY FROM THEM.

I was glad to receive my parcel on time as it was a little expensive gift.

Despite multiple emails to customer services (‘BOTS’ and humans) I am still waiting for my refund after almost a month - Unable to contact via phone as number provided lets you wait in ‘queue’ then cuts off after long wait.

Do NOT use this company!!!! Worst online site I have ever used!!!

Ordered in MAY!. August I am STILL waiting for a refund! No replies to help, just completely ignored! Passed between brand alley and the partner site who sent the perfume and getting nowhere. Appalling service.

Ordered a 50 ml perfume in May. I was sent a 30ml, my confirmation email and receipt confirmed that I had indeed ordered a 50ml perfume. I had to go back and forth even with this and was continually told that what I was sent was correct, even though I showed multiple receipts saying it was advertised as a 50ml and that’s what I believe I bought. They eventually hesitantly agreed to refund me as I had proof of this.

I returned this tracked via Royal Mail. I am still waiting for my refund!!!! I have contacted customer services and have emails stating that the return was in the brand alley warehouse but that they would need to send it over to the partnering perfume site/warehouse for me to get a refund. I am still waiting! I no longer recieve replies from customer services. Online chat is a generic bot who can’t answer anything and when you message the partnering site they just say that I need to contact Royal Mail or brand alley themselves. Literally had my money stolen due to their mistakes by advertising the wrong item on the site! If anything goes wrong with this company this is what you are left with. It’s not worth the stress and it’s not worth the risk! Go elsewhere to a company that has accountability and actually has courtesy to reply and help its customers.

Also** Royal Mail have stated that I need to have this refunded by brand alley not them - but they won’t reply! Disgusting service. STAY CLEAR

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I've contacted shop about my missing order. They're supposed to reply within 7 days but instead their system just add your messages to existing ticket which happens every time you contact them. No response or help though.

Terrible customer service. Item returned on 20 July, still no refund. I have emailed 8 times, all answered by an AI bot referring me to a customer service team within 7 days..still waiting nearly 30 days later. Also spoke to a human on the phone a week ago, refund and confirmation email promised - again not received.
I was a repeat orderer - never again.
Avoid

I ordered a skirt on 13/7/26 which has not been delivered.
I have sent so many mails and all I get is to wait whilst they contact the courier.
They also do not answer their calls.
I have requested for a refund but nothing as yet.
I don't know what to do.

Excellence, I really enjoy the company product very good

The website is very well organised and gives you the correct information on how to get help. Once in contact with customer services you are responded to very quickly. My customer contact was extremely helpful and polite and my issue dealt with incredibly quickly and with a very positive outcomes me. Such service means that customers trust the company and that repeated business is assured. A five star service🏅🏅🏅🏅🏅

Easy service and fast delivery

Ordered several packs of tshirts never came on time, emailed customer numerous times without reply, absolutely awful service, purchased the order using Klarna who eventually dealt with issues another month later, so after two months no reply to emails and needed 3rd party payment service to resolve the issue. Wouldn't bother using Brandally again.

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