BrandAlley UK Reviews 

Not a very good start. Paid £4.99 for swifter delivery 2-4 days & have received an email goods have now been despatched by standard method 3-5 which is £1.00 cheaper.
Any bets Saturday & Sunday won’t be included in the 3-5 days.
Will be investigating my legal position - only £1.00 but it is the principle of the matter as a pensioner every penny matters & I wanted to wear item to a special occasion.

Customer Service looks very poor
so not holding out much hope. After looking through this Company’s response to complaints, I note mostly identical responses & ZERO follow-ups stating problems have been resolved.

Always have a good experience with their customer service team.

My first experience with BrandAlley UK has been so disappointing that it will most likely be my last.
On 7 August, I placed an order for a dress for a special occasion. The estimated delivery was 3–5 working days, which worked for my schedule. When there was still no update after a full week, I tried contacting customer service, but without success. The "live chat" is just an AI bot that provides no real-time support, the phone line was unavailable after keeping me on hold for over 20 minutes, and I received radio silence on Facebook.
The following day, after several attempts, I finally managed to get through to someone. I was told my order was delayed, though they couldn't provide a specific reason or a new delivery estimate. Later that same day (14 August), I received an email stating that the item was out of stock, my order was canceled, and a refund had been issued.
Fast forward one week, and I still haven't received a refund receipt, my money back, or any further updates. Not to mention that I was left without the dress I chose and had no time to find a replacement. I have tried contacting them again today - spending 40 minutes on the phone without success, as well as sending emails - with no luck whatsoever.
Honestly, if my husband hadn't bought from them successfully in the past, I would think this site was a scam. Please process my refund ASAP! And please, please, have some respect for your customers that entrust you with their dreams and their money!

Always loved shopping at BrandAlley but have been waiting for months for 3 refunds. I have been given a ticket number many times to be contacted but nobody contacts me. After decades of shopping with them it is sad to see this slump in their performance. I believe they were doing some changes but this shouldn't affect refunds. They have already lost an item worth £90 which they said they didn't receive. The Company is a good Company when it functions properly.

Lauren K was a pleasure to talk to and her service was exemplary, nothing I put to her was too much and my queries were solved.Thankyou.

I regularly order from here, never disappointed.

Good prices, quick shipping, good customer service 👍

Ordered Brook Taverner trousers which were too small. They couldn't process the return on their website for some reason and directed me to an email address, but nobody has replied for 4 days. Impossible to talk to them on the phone either-after 20 mins of holding, you are being disconnected.

Terrible customer service. Returned an item with full tracking details confirming receipt of return. Still refusing to issue a refund 1 month later. Terrible experience and will not be using brandalley in the future again.

Shannon was prompt to respond to my email query and throughly transparent in her response. I understood exactly what she said, and agreed with her evaluation.

Really unhappy I spent some time choosing items finally decided to check the items and then make payment only to loose an entire basket of items as I selected to remove an item very glitchy site frustrating to use wasted over 3 hours I won't be going through it all again you just lost over £200 worth of order ! Fuming !

I received excellent customer service from the Brand Alley Customer Services Advisor in response to my refund related query.

The customer service advisor responded promptly & provided a full response to my query. He advised me of the action he’d taken on my behalf, including an escalation and managed my expectations by providing me with a timeline. Thank you!!

Brand Alley have had my returned items 6-7 weeks. Eventually I spoke to Customer Services who agreed to issue refund within 3-5 days. That was a week ago. Still nothing. I tried phoning today and the operator deliberately put the phone down when I asked about my refunds. What a terrible company. Do not believe the positive reviews written by people who’ve been paid to do so! I will never buy from this disreputable company again. I spent a lot with them in the past, but no more, as they can’t be trusted to refund. The items I returned are back on sale on their website! Shocking behaviour.
UPDATE: After publishing this review, suddenly 3 out of the 4 refunds are now pending on my credit card! One to go, after a majorly time-consuming battle. I’ve questioned if it’s worth my time over this, but I decided Brand Alley cannot get away with holding customers’ returns for this length of time, avoiding refunds, hoping customers will give up.

I placed an order on 8 July 2026, with expected delivery to be 28 Jul-1 Aug. I haven't received the item.

I contacted their help service online on 11th Aug, they said they will respond in 7 days and haven't. I just tried to call and was on hold for 21 minutes, only for the call to be cut off. The chat function online is purely an AI bot, so can't help with actual requests.

I don't mind if the order is going to take a while, I just want to know when I can expect it, and to actually hear from someone - rather than taking my money and not communicating with me.

My ticket number for this issue is 1203590

The worst customer service ever! Ordered Levi’s shorts on 12th July, I’m still waiting for them five weeks later. I’ve contacted the company three times now, no response and no sign of my shorts! Avoid using this company, they will take your money and not deliver your goods!

i placed an order and paid on the 16th august i have not received a confirmation e mail 4 days later, i have tried ringing 5 times today waiting a long time each time, to be told they are too busy and call ended, i have tried their chat ai, to be told that i need an order number,,, no e mail, no order number now their chat ai wont answer,,any ideas

This feedback is for the agent I dealt with, Shannan. She was very helpful in her reply and actions to sort out a messy situation involving two orders I placed with BrandAlley, which I am quite disappointed with. One return was lost and one order was not received.

Thank you, Shannan, for all your help and support.

OMG! Its like speaking to a 'machine' (which can't read/remember or respond correctly). Regarding your response to me, I will respond in LARGE TYPE. Here goes! I RECEIVED ALL MY ITEMS.... EXCEPT 1/ONE. THE 1/ONE ITEM WAS A JACKET WHICH I PAID £49.99. THE BANK CHECKED WITH BA AND THEY TOO NOTICED YOU HAD GONE INTO LIQUIDATION. THEREFORE THE BANK REFUNDED ME WITH MY £49.99. HIP HIP HOORAY! PLEASE DO NOT RESPOND, YOU HAVE BEEN BLOCKED. Peace at last! No more boredom. Yawn! 😉

I have to say that my experience with BrandAlley has been absolutely shocking. I placed an order with BrandAlley and, at the time of ordering, I was not aware that the items were being supplied by a third-party seller. I now need to return two of the items, and trying to find out how to actually return them has been an absolute nightmare.
I have spent hours trying to contact BrandAlley customer service, only to be left waiting for an incredibly long time. On 5 occasion I waited for around an hour, only for the call to be disconnected. I have tried repeatedly to get through to someone, but have simply been unable to speak to an actual customer service adviser.
I find it completely unacceptable that a customer can place an order through BrandAlley but then be left struggling to work out how to return the goods. If third-party sellers are involved, this should be made crystal clear at the point of purchase, along with straightforward instructions on how returns are handled.
I have never experienced such difficulty trying to return items. The whole process has been extremely frustrating and has taken up hours of my time simply trying to get some basic assistance.
For me, customer service is just as important as the product itself, and unfortunately BrandAlley has fallen very far short on this occasion. This has been an exceptionally poor experience, and I would strongly urge BrandAlley to seriously look at the way it deals with customers who need to make a return.

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