BrandAlley UK Reviews 

Appalling service from BrandAlley. I placed an order over a month ago and I’ve still not received it. They make it difficult to speak to anyone on the phone. This is effectively theft. I don’t know how I’m going to get my money back.

I have been using BrandAlley for several years now and have done so without any issues. The problem comes when you do have an issue. Their customer service is far and away the worst I have ever experienced.

If you email them you get a reply telling you they will respond in 7 working days (they don’t). If you chase them the 7 days starts again “as a ticket already exists for this item”.

I tried to call them multiple times. They are “extremely busy” for the first 20 minutes, after which a message comes on to tell you they are not going to answer your call so try again later, and you’re cut off.

Having spent 2 weeks chasing a missing order I eventually received a reply to say that due to a change in warehouse the package had been misplaced but had now been found.

It then went to Evri, who after another 2 weeks admitted they had lost it. A week on they said as it had been lost for 3 weeks it was unlikely to be found and so they had informed BA that a refund was required.

Three weeks and several emails later BA have not responded to me.

So they are great until you need them, then they are horrendous, and I won’t be using them again.

Quick and easy to use. Good bargains, package arrived in good time.

Shocking experience when things go wrong, no customer services team. I was sent wrong item, took multiple attempts to get them to acknowledge this and send a returns label. 3 weeks on from sending return still no refund and no way to contact. So currently I have paid them a significant amount of money and have no product.

I returned a Dyson I purchased from BrandAlley because it was extremely loud and did not perform as expected. I contacted BrandAlley shortly after receiving it and tried several times to arrange the return.

After struggling to get a response from their customer service, I eventually returned the item using the Evri return label provided through BrandAlley’s website.

Evri tracking confirms that the parcel was delivered back to the retailer on 23 July 2026.

And now I have neither the product nor my money.

The refund of £279.99 has still not been issued, the return is not properly reflected in my BrandAlley account, and my attempts to contact customer service have gone unanswered.

I have kept all the evidence: the order, correspondence, return label and Evri delivery confirmation.

This is extremely disappointing. I returned the item exactly as instructed, yet BrandAlley has my money and my returned product, while I am left with nothing and no meaningful response from customer service.

BrandAlley, please process my refund.

Recently bought and returned a bag. Had to chase their non existent customer service team. First welcomed by their useless bot which kept repeating same generic message without looking in actual issue
Eventually got through to a human after days, who told me warehouse hasn’t processed my return! Long story short near two months still waiting for my money to be refunded. This has happened 2-3 times before.
Delivery is expensive and refunds are v v v slow. It used to be good but have decided to unsubscribe from this scam!
Sad to see a good business going down this way. Never again!

The worst retailer operating with no customer dispatcher cost compassion.
Customer dispatcher cost plus the return cost a minimum of £10 to the customer.
I will advise customers to rethink of this money waisted process that usually goes by not noticing.

Absolutely awful don't buy from this site. Everything is third party and delivery at least three weeks to four months or never arrives as in my case, I waited four months for a rug. Terrible customer service on the phone lines, guaranteed to cut you off after exactly 20 mins continuously, use their chat, well one chat, can't do another one on another day as they hold that one chat for ever and you are unable to send a second one. Lovely email finally with a Manager after four months of waiting for a rug never heard from him again after declaring this is not the service we expect to give you. Not only did I lose the rug I had to put my flooring on hold, and now my paint in the living room matches my bought rug design, great, so need another rug which when looked at same rug on line is three times the price, so a little bit conned on this site. When asking for the third party seller details so I could contact them direct, no response. Although I have to say exceptional at sending me emails everyday to purchase from them again. Sadly no rug was ever sent my living room dream crashed and I was sent after four months and an email from PayPal a refund. Then the next day I got a message, sorry but here's ten pounds credit for your trouble, like I would consider buying from them ever again! They have ruined my re-decoration experience, constantly waiting for the rug so I could match the floor I have already bought the paint to complement and painted half my room, it's a shambles, I now have to rethink my whole design.

Brand alley used to be a really good company with great customer service but recently it’s got terrible. My order took around a month longer to arrive than originally stated. Now I’m trying to get a refund from items they received many weeks ago. I have sent numerous emails regarding my refund with no response at all. I have sent numerous what’s app messages, again with no response. Will never use them again. Avoid at all costs!!!

Ordered shorts for late July early August delivery and still haven’t received item. I’ve emailed multiple times and asked 6 times for a rough estimate of when they’ll be dispatched just for them to claim they’ll actually look into it that time and get back to me for them to close the enquiry. I’ve emailed twice since then and no reply.

First and last time I purchase from these. Wouldn’t have done so in the first place was just desperate for this item but they could have gained a new customer had they dealt with things properly.

Customer service is obviously crap in my opinion.

Edit: if you need more information try replying to one of my 8 emails. I’m now going through my bank for my refund.

Brand Alley sent me someone else’s parcel and nearly two months on I don’t have my money back. I’ve spent so much time trying to deal with them. They’re fine when everything goes well but not when it doesn’t

Good communication and prompt action from Lauren K
once issue was explained .

If only I could give zero stars!
Like a lot of other reveivers on here regarding this site I have also had a very negative experience from Brandalley.
I have placed a few orders that were never delivered & have had to fight via email for weeks each time with " customer services" they have a nerve using that title really, before getting my refund.
I refer currently to a pair of sunglasses which I purchased for £159.99 they were returned & received by BA on July2nd sent via Royal mail tracked service its now August 14th & I still have not recevied a refund even after many emails back & forth.
Like other disappointed customers I would NOT recommend anyone to purchase anything through this company as you will have a utter nightmare if you have to return something to them " so steer clear " you have been warned.
Its a pity one has to use this site to vent your frustration with these dreadful companies.
Its now August 25th & still no refund!!!!

My return was delivered back on 27th July. Almost 3 weeks have passed, and still no refund.
When you try to contact them to ask where your money is, you get an automated response stating it will take up to 7 days just for the customer service team to reply to your message.
No refund, no customer support, and complete violation of consumer protection timelines. Holding customer money like this is disgraceful.
Process my refund immediately.

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!