BrandAlley UK Reviews 

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!

I returned the item I bought tracked and signed for on 3/07/26. I still have not received a refund. I have spent time having nonsensical conversations with bots and receive incomprehensible replies to emails all promising a reply within 7 days which doesn't happen. Phone calls aren't answered.Appalling customer service.

I bought 3 items on 15 July, but only 2 were delivered. The third item is still showing as “not dispatched.”

I have tried contacting the company several times via WhatsApp, but I only received generic replies saying that someone would contact me. Nobody ever did. I also tried calling, but no one answers the phone.

They have taken my money but have not sent the item, and despite making numerous attempts to get help, I have received no proper customer service or resolution.

I am now contacting my bank to request a refund/chargeback for the missing item.

Please be very careful when ordering from this company. My experience has been extremely disappointing, and I would strongly advise others to make sure they receive their goods before trusting this company with their money. The customer service appears to be non-existing.

I’ve used Brandalley several times for shampoo and footwear products without complaint, however clothing is a entirely subjective subject, with all the products of clothing purchased there is always a problem which is the sizes are a lucky dip / a recent leather jacket purchased was a 5xxxxx size, when it arrived I measured the chest and length which indicated it was a XXL and the length was short.
My message to you is think twice about clothing as it would appear that most clothing's from Brandally may possibly be factory seconds.

Defective item sent watch not working and someone’s return as personalised and now they aren’t helping process return it

The product was faulty and personalised for someone else so likely someone’s return and now when I’m trying to return it I’m unable and they say it’s third party so they can’t help

Great customer experience when dealing and addressing delays in delivery.
Where unavailability of purchase orders,Communication is always prompt and reimbursement are applied as stated.
A company that makes you feel valued is admirable. Longevity of continued customer growth from Brandalley supersedes the cash register

Brandalley a name you can trust

Thank you Shanna

Bought an item which was faulty. Spent 4 weeks trying to return it. Customer service is very poor. Finally gave up binned 100 worth of product and closed account.

Be careful what you wish for with this company.

I have been shopping with Brand Alley for over 6years without a fault. I purchased and also returned without any issues, until recently in July, I bought 3 sunglasses, 1 of which was a Ted Baker. I tried to return it the following day after I've received it and had error message that it had passed 30 days and should contact the email address below, which I did. They respond and send me the address in which to return the item and I follow as they stated. it so happened that I returned the item at the post office and paid £7.30 for a next day delivery and misplaced the receipt. I returned to the post office for a copy of the receipt, but was told they don't keep the next day delivery, only same day deliver. I wrote back to BA send them the bank payment statement and informed them that I've misplaced the receipt on 2 occasions now, and have asked for my refund. They have ceased all communications with me and I have not heard from them them since over a week now. My hard earned £52.30 has now disappeared and I have been treated as a nobody.

Happy top shop with BrandAlley. Excellent customer service . Always they are helpful when needed. The range and price BrandAlley is offering is really good.

Amazing customer service!!

I Had a problem with an Armani watch I had purchased a few months ago. My emails were replied to very promptly.
I was provided with a digital returns label. After I posted the watch back a replacement watch was sent out within a few days. I Would definitely recommend this company.

Here is my last communication with them where I tried to explain I do not have a printer and Shannon told me I could have my parcel collected. My son can drop it off fine, this is not the issue, the issue is asking me to print a returns form to go inside the parcel when I have no printer. A form that should have come in the parcel in the first place since you have taken away the return tick option online!! Same parcel that had two items missing!!! Me email should give you an idea of how this company runs. "It is not about that. My son can drop off, It is about the form you asking me to print to go inside., I do not have a printer. You are asking me to print this in order to return anything. I DO NOT HAVE A PRINTER!!! No-one does this nowadays. On top of this a coat returned to you on Aug 6th disappeared until yesterday and now I STILL have to wait ANOTHER 14 days for the refund. Then two items were missing from one of my last orders, now in order to return something I have to print a form. Lots of people do not have printers. This company does absolutely everything in it's power to make returns a nightmare. It is going to lose more money as people won't trust them. I spend a lot because I know I can return things, but now it has become a farce and now I have to find an internet cafe just to print something to return some items??? Sorry, but this is really bad!!!!! I CAN NOT PRINT THIS AS I DO NOT HAVE A PRINTER!!!!!!!!!!

Been trying to get hold of this company for 5 weeks now for a refund. Don’t reply to email. Don’t pickup the phone. So frustrated.

Looking at the most recent reviews I was a little hesitant placing an order with BrandAlley, however, owing to the price they were offering on a Montblanc Men’s Nano Messenger Bag I decided to take a chance.
I placed the order on 19th August, with an estimated delivery date of 29th - 2nd September.
The next day I received notification the order had been fulfilled and was with the courier.
The bag arrived today (21st August) in all original packaging and protective covers. Absolutely perfect.
I obviously can’t vouch for the returns process, but what I can say, the service and product I received from this company was second to none.

Good customer service, great prices.