BrandAlley UK Reviews 

This is the second time I’ve returned an item and had to chase up on the refund. This is not acceptable. Customer refunds should go through within a reasonable time frame of 14 days maximum. Customer shouldn’t have to wait over a month for refund and then have to contact Brandalley to chase the refund.
Very poor customer experience.

I have used BA for years without an issue. However, post the business’s administration and pre pack,customer service is dire. I am awaiting responses to many emails regarding an incorrectly advertised item which I returned. Tracking shows it was received by BA. Their bot suggests otherwise, but no real solution/ advice regarding tracking my return. Bot responds, my queries have been added ‘ to a ticket’ so I suspect my refund will take an age to achieve. After being a loyal customer for 10+ years, I am not convinced I will remain so as doing business with the new BA is a nightmare.

Scam. Very evasive with a return process and computer generated repetitive messages, despite the correct process followed and proof of delivery submitted. Very disappointing.

Excellent service. Thanks

Update — 13 August 2026:

BrandAlley has now admitted that the item was not available and cancelled my order.

I ordered the “Beat Shade Wide, Unbeaten Aluminium” on 21 July, with an estimated delivery date of 28–30 July. Despite taking payment, BrandAlley did not dispatch it or provide any tracking information.

I contacted them on 31 July, after the delivery window had passed. I was told their Customer Experience team would respond, but received no meaningful explanation. I chased again on 10 and 11 August. Their system confirmed that delivery had been expected by 30 July, yet there was still no shipment or tracking information.

BrandAlley then replied publicly to this review, thanking me for my patience and directing me back to the same unresolved support thread.

Only on 13 August—more than three weeks after taking my order and two weeks after the promised delivery date—did they finally admit there was a stock issue and that the item was “no longer available” to them. They cancelled the order and said the refund could take up to another 10 days.

They offered a £10 voucher to use on a future BrandAlley order. After this experience, I have no intention of ordering from them again.

This was not simply a delivery delay. BrandAlley accepted an order for an item they ultimately could not supply, failed to identify or communicate the problem until repeatedly chased, and left me without the product or access to my money for weeks.

I would strongly advise others to avoid BrandAlley, particularly for expensive or time-sensitive purchases. A listed item and an accepted payment do not appear to mean that the stock is actually available.

Order UKO144001561306 / Ticket 1194899.

Item I received is faulty. It has a 1 year warranty. Went via the advice on website to contact via chat and tried via what's app. Initially had a response and a request for further information. I responded and my messages have since been ignored. I have tried calling multiple times, I have waited for half an hour and been cut off. Do not buy from brand alley as the service is worse than shocking!

Excellent customer service after a package was heavily delayed. Thank you

After a delay in delivery supplier issue not brand alley Lauren sorted it out and communication from her was excellent received my Levis albeit a little late the price paid was excellent

Avoid this company, you will go around in never ending circles trying to get customer service with Bots asking you to send photos of your returns on emails you cant respond to. You cant speak to anyone unless you sit for hours over days until someone finally picks up, then they still dont resolve the problem. I had to get the credit card company to raise our issue as a dispute to get refunded. I still after 6 weeks have the broken items on my property, with no way of sending them back as they are still asking for photos you cant send them on an email you cant respond to to action the return, its an utterly infuriating company, I cannot understand how they are still in business.

I have bought a number of items from BrandAlley over the past few years and, initially, my experiences were generally positive.

The first issue I encountered was with a returned item. Although BrandAlley received the return, it took an excessive amount of time to process, and I eventually received my refund.

Unfortunately, my recent experience has been dreadful and extremely concerning.

I placed a large order on June 10, containing 38 items. Only 24 items were delivered, and one of those was the wrong size. The remaining 14 items, with a total value of £312, are still outstanding. Despite this, my order is showing as “complete” on my BrandAlley account.

I have made numerous attempts to contact BrandAlley over the past three weeks to resolve the issue. Other than automated responses, I have received no meaningful response whatsoever. At this point, their customer service appears to be non-existent.

Jack was very helpful after 1 item from my order never arrived he explained it was not longer available and would arrange a refund of the item and delivery which was great and I received about 5 days after his email unfortunately the good will voucher he said I would receive has never been added to my account

I’ve bought from this company for years and has been a good experience.
However things have gone from bad to worse.
I’ve had refunds for orders that couldn’t be fulfilled - after waiting for goods for weeks.
Now am waiting for £300 refund for goods returned a month ago.
Worrying and disappointing. Won’t be buying anything else for a while.

Refund
Hey BrandAlley
Today is day 11 since you’ve had your goods back at great expense as you’ve stopped the one price set return policy.
I wonder if you’d be able to refund me ? I mean you seem to be able to receive money in an immediate transfer.. However returning it seems to be challenging you.
Would really appreciate it if you could stop procrastinating and start behaving with a modicum of decency towards your customers..

Not sure how Brand Alley gets any good reviews. Am still waiting for goods ordered in May and I get either no updates or updates which are simply not true. Very disappointed

Paid for an item a month ago. Just advised unavailable after several exchanges with customer service. Very poor.

I have bought several goods over the years and never had to return anything. My last purchase needed to be returned because it was very poor quality. I returned the item and obtained tracking information which confirmed the return. That was over a month ago and still no refund. The AI bot takes me round in circles, asking for the same information, and that a representative will contact me within 7 days. No one does. I have tried contacting via their email address but still no response. I shall definitely not be buying from them again - be warned, if you need to return anything you are unlikely to get your money back or even hear from them. Dreadful service to a loyal customer.

Responsive and helpful despite not having achieved resolution yet

Delay in replying and they cancelled order after 3 weeks of no updates. Second time I’ve had poor service from this company.
Quick enough to take your money from orders they can’t honour.

Over 5 weeks and no order received. Tracking shows item returned back to sender. Sent multiple emails to Customer Support. Each time an auto email is received that the ticket has been updated. No human response ever. Shoddy customer support. No refund given at all. Never using Brand Alley again.

Very good sales price and professional service, prompt delivery.