BrandAlley UK Reviews 

Brand Alley worked on an issue i had with a product from one of their partners, they followed up repeatedly until, they decided to refund my purchase themselves. While this took a couple of weeks, they pursued a resolution through the partner and when none happened they resolved it themselves - which i found to be a good outcome.

I had an issue with an item missing from my order and contacted the Customer Experience team. I was really impressed to receive a response within 24 hours, and the issue was resolved quickly with a full refund, including postage, plus my £10 voucher.

Fantastic customer service and a very speedy response!

Ordered Item on the 29th April - returned as its too small its now the 4th September and I'm STILL WAITING for my refund

I've chased 5 times and every time - you have a case open and you'll hear within a number of days then NEVER DO

This was my first order with Brand Alley

I wont be placing any future orders - I feel this is a scam and I'm very disappointed

I had a large order with BrandAlley #UKO144001491154-C placed on 3rd June worth £514.92, for which I've sent a return back worth of £310.45 and have a proof of delivery to their warehouse from Parcelforce on 5th July 2026, tracking #GI047134795GB.

I have been chasing BrandAlley for the last 2 months trying to get my refund without any luck or resolution - all you get are occasional updates from agents that they have updated the original ticket logged by AI bot without any ETA on resolution. It's an absolute disgrace and not customer service! When you try to call them - no one ever responds and the line simply gets cut off after 20 min.

Please read all negative reviews here and stay away from BrandAlley.

It's been 2 months and I still haven't received any refund. Writing this review as my last hope before initiating the refund directly with the bank.

Unable to get any information about a return, it is practically impossible to find any help if you have to return an item, even though I paid for the return. I have been trying to find an email address to find out about the refund but I can't even find an email address or a phone number to get any help. You are told to wait for a week to get a response from a chat-bot. It is easy to place an order but lord help anyone trying to return an item....all the stress is not worth it!

The company who sent the order are also not contactable and I can see that they have received the returned item but I cannot find out when I will get a refund. They also made it so difficult - instead of sending a return label, they want you to print a label as if everyone owns a printer. I would think twice before ordering anything that I MIGHT need to return, it is such a hassle. ONLY order from them if you do not want to return anything. I call that BAD CUSTOMER SERVICE!!

I’ve been ordering from them for the last 15 years. I’ve had a couple of issues in the past, but nothing serious— until now.I’ve been waiting for an order since July. Last Wednesday, I contacted customer service to ask for an update. They replied the same day, created a ticket and promised to get back to me within 7 days. Nobody did.
Today, I tried their web chat with the virtual assistant, only to be told to wait another 7 days for a reply. I also tried emailing them, but the email bounced back, so I’m not even sure how to contact their customer service directly.

The funny thing is, I don’t actually need this order and it isn’t urgent. What bothers me is the feeling this whole experience leaves you with — that as a customer, you simply don’t matter. Nobody seems to care enough to even send a quick update saying, “We’re still investigating, please bear with us.” If someone had done that, I would have happily waited, just as I’ve been waiting for the last two months.

But this lack of communication and complete disregard for the customer has left a really bad taste in my mouth.
I won’t be ordering from them again. I’ve already moved on to Otrium, Vestiaire Collective, Glamood, YOOX and other outlets.

I’m posting this here not to roast or attack the company, but because, unfortunately, this seems to be the fastest way to get someone to actually contact you and address the issue.

My experience was great

BrandAlley uk have very good customer service should you need to use them , which is always a good point

They should call themselves "Bargain. Alley"! Great platform.

One of my order wasn’t arrived, I messaged BA through my order page. They responded quickly and within a week I had my refund. Thank you so much Fabiha for sorting it out.

I have been a very good customer of BrandAlley over the years, but I feel the experience now is not worth the hassle anymore. Two orders for items were placed on the 30th July. Estimated delivery was between 21st - 27th Aug. I have had to chase the awful AI customer service 3 times without any luck as to when my orders will be delivered by. I know these orders are coming from one of your suppliers, but given I ordered end of July and we are now in September I think most people would have lost their patience by now. Maybe BrandAlley it might be better to have the products in house rather than keep frustrating regular customers with undeliverable dates. One of the items was for a birthday present and that date has well and truly gone. As of 3 September, I still have no idea when my items will arrive.

As of the 15th September i’m still trying to find out when my orders will be delivered that I placed on the 30th July. The AI CS is not fit for purpose.

The enquiry was in regard to a return - details of the return procedure were to be forwarded to me which I confirm were received promptly - thank you

Just made easy, with no uncomfortable questions. Very good company

The customer representative was very polite, helpful, patient and attentive.
Lovely service from Brandalley.

Part of my order from the 8th July has not arrived and I cannot talk to anyone at Brand Alley so did on line chat and still have received no update can only assume that this company has now chosen to ignore customer issues. I have been a regular customer with BrandAlley UK which was sold in a pre-pack administration deal on May 29, 2026 to a non related company called Brand Alley International. I would be very wary of shopping again with a company who do not answer calls ( I waited 20 minutes then was told no one could talk to me) and they did not respond to Chats / emails within the 2/3 days they stated . Still no response and No refund given at this time.

Lauren K from BA responded very fast and immediately made me feel a valued customer. I was happy with how she dealt with the situation

i used to be a regular customer. However recently Brandalley became really bad in communication and they have been very slow processing my refunds with 2 refunds still pending after 4-5 months! I understand there has been a recent merge with another business. since then their services andquality of products have been horrific!

I bought an expensive Dyson fan, when it arrived I thought it was to big and arranged a return. I then cancelled it as my partner wanted to see it. The next day I went to return it again, I was told that they were moving warehouse and could not organise the return. There was some back and forth with Customer Service, Shanna, and they agreed to pay the postage charge, i sent them the invoice and they said OK. They paid me the VAT of the invoice and not the full amount. I have now been ghosted by Shanna and the Customer Service team. BrandAlley are not to be trusted.

Shannon was a great help and swiftly answered my concerns over the delivery dates. Thank you for your invaluable support

Absolutely outstanding customer service. I ordered a print a little late for my Mum's 93rd birthday. Having emailed customer services, I received the parcel today, in plenty of time. I only ordered it a few days ago. The print was exceptionally well packed, delivered with care and at an excellent price. This level of customer care and consideration is exceptional.