Brown Thomas

I bought 2 plates from their website yesterday.
Today I receive an email to say one of them wasn鈥檛 in stock and that they had cancelled it. This in itself was already an issue as I had ordered other colours from another website and for which I had to pay shipping from 2 other shops from abroad to complete the set. So if their inventory had been up to date, I would rather have bought all from the 2 shops that DID have stock of the plates instead of me wasting money on shipping from now 4 different shipments!
On top of that, I used the points I had on my loyalty which were only 鈧?.08 but when they issued the refund, they discounted this amount from the amount to be refunded!!!???? How on Earth does that work!!!??? So the loyalty points actually work in their favour, not the customer? So now the one plate I did buy, has suddenly increased in price by 鈧?.08!!! So I would actually have been better off by not using the loyalty points. I don鈥檛 care if it is 鈧?.01 cents. It is the fact that they are blatantly scamming customers and being dishonest in their transactions.
Needless to say, I have raised a complaint on PayPal which I never thought I would have to resource to with a company like Brown Thomas which is supposed to be all about the glitz and glamour but they seem to be just as bad and behave by worse standards than that of a counterfeit dodgy shop in some alley in a developing country.
Glad I don鈥檛 shop that much at Brown Thomas anymore, shops like mytheresa.com have definitely never disappointed me like this crowd has.
Will not be shopping with them anymore. That is for sure.
So keep your 鈧?.08. Hope it was worth losing a customer over that amount. Mytheresa.com and Yoox am sure will appreciate me only shopping from them going forward.
All for a quid.

I聽had bought a Louis Vuitton Kirigami Pouchette M62034聽on the Saturday 7th March聽2020, I was in decisive in the store but brought the bag so I could decide after and bring back if I didn鈥檛 like, I was staying in Dublin over night I drove from Derry in Northern Ireland. However, the south and north of Ireland went into lockdown due to COIVD-19 but I had decided I didn鈥檛 want to keep the handbag as it just wasn鈥檛 my style. So I was waiting patiently for the lockdown to lift to see what my terms and conditions were for returning my bag. The bag has sat inside the bag it came in since lockdown started it hasn鈥檛 been out of the box. Whenever Brown Thomas reopened the store I had tried to contact the store never got through so I had emailed on 18th June and heard back to say to ring the store, so I had kept trying to get through to the store on the 19th June, 23rd June and 25th June and It just rang out and into a voicemail which told me to leave a name and number, someone would get back to me which still to this day none has got back to me. However, I had seen online that new terms and conditions to returning items I had worked out for myself I could still return the bag so I had got my partner to go to Grafton Street Brown Thomas and queued for 55minutes to get into store and he got a lady so he explained that he wanted to return the bag so she went and checked the bag which I repeat has not been out of the bag that it was received in on the 7th march and she came back to tell him that the piece had been wore and insisted it was and said no refund could be giving that he would have to buy something else in store for it and she turned and walked away !! With I find very hateful for any employee to do to a customer but worse that he drove 3.5hours to get no refund. He had to actually go and look up the number for customer services to ring them which were no more helpful than she was. If anything I have lost heart in coming to purchase anything ever again for the store! I will also attach photos of the bag that was not wore!聽

I also don鈥檛 understand why I couldn鈥檛 receive a refund due to the bag being 鈥渨orn" but the store could offer a store credit which I didn鈥檛 want to accept as there was nothing there that I wanted as I was going to wait for another style to be released and it could take a while for

Poor customer service – no stock control false advertising. Purchased 3 items from Max Benjamin range to fulfil advertised offer of spend 鈧?0 receive free gift of 2 small candles. Order confirmed via email with free gift included. Two days later received a dispatch email indicating my free gift was now out of stock and removed from my order! Appreciate offers are limited stock but information on BT website needs to be real time and should not be offering customers free gifts they will not receive. Obviously no stock control. Wrote to customer service- very poor response just advised that offer was subject to T&Cs. A previous order some weeks back was delivered to a neighbour as incomplete address included on packaging. Was lucky my neighbour was honest and contacted me. Will not be ordering again from brownthomas.com.

I went into Brown Thomas yesterday afternoon to pick up a contour palette in the Tom Ford section until the woman working there scolded and shouted at me for touching the tester palette. The item was expensive and therefore I wanted to be sure I was getting the correct shade for my skin tone. She didn鈥檛 even offer to help me to find the shade I was looking for or give any other sort of help so I decided to get it from Arnotts instead 🙂 customer service and sales skills should be obvious traits in your employees…

Customer service on phone is non existent. On the phone for 1 hr and no answer. Are you guys asleep ?

I am not one to complain and I hate that I have been put into this position. My boyfriend had ordered a YSL shoulder bag on the Brown Thomas website for 850.00. Much to his disappointment as I opening the present on the day to discover a hideous cloth Cape for half the prize sitting in the box. I am completely understanding that in these unprecedented times mistakes can be made however I believe sending the wrong products to customers is such a basic service that it is not acceptable. The receipt for the bag also came with the cape. But secondly and worse of all we have contacted BT customer service for help on numerous occasions over the past 3 days. We have not received one response. I feel absolutely robbed but worst of all my heart hurts for my boyfriend as after spending this large amount of money he was so excited to see my face as I supposedly unwrapped my dream bag!! This was undoubtedly THE WORST SERVICE I HAVE EVER ENCOUNTERED!! I will not be returning my service to this store and I would advice anyone reading this to ear with caution when doing the same.

First my girlfriend was double charged for her order, which they initially denied, then they charged extra for delivery, as they decided to dispatch the items in separate shipments (even though they arrived the same day, with the same delivery method, An Post).

The two boxes were huge, more than five times the size of the products inside, which had been rattling around these cardboard boxes,

When the items arrived, one of them was the wrong product! After all this hassle, especially given how companies such as Amazon have continued to have impeccable service during this health crisis, I will never be ordering from Brown Thomas Ireland again.

Perfect service
I found a Marc Jacobs jacket only available at BrownThomas in Ireland. Unfortunally they don鈥檛 ship outside Ireland when you buy online, but they have a fantastic service when you Call them. I spoke with the most proffesional personal shopper Eider Leite who helped me all the way and I am now waiting for my jacket to arrive. Please let Eider Leite know what a fantastic employee he is. You are lucky to have him.
You have a wonderful site, but you should open up for direct shopping online outside Ireland.

Oh i dont even know where to start. I ordered gucci loafers 鈧?90. When i opened the parcel first thing i noticed was that the box is scruffy and dirty and when i opened the shoe box it was horror. The shoes looked like they were worn. Leather creases buckle protector missing on one shoe just generally looked bad. I sent them back and 3 weeks later still no refund when i sent an email they said as the order was filled by store i have to wait until store opens again. I was shocked as nowhere on their website that was mentioned the refund process at that time. Because it is covid19 i said ok i wait. I was disgusted with shoes and then the refund issue. I gave them another chance and ordered again and had a massive problem with the bag they sent me. It was full of scratches and had stains on. It was dirty. Bag wasnt in the box and products were just thrown in. I contact the customer service again and they apologised and said they will send a new bag out to me. Firstly i didnt ask them to send me new bag out but i was like ok i will see what that one would look. Couple of days later they sent me an email and said sorry but we can not replace the bag as it is not available anymore馃う馃徏鈥嶁檧锔? They sent me a refund after 3 weeks later again there was no sign of it and they replied cause of covid19 it takes longer. I told them to go and look for the returned parcel and refund me the money. One hour later i received an email that refund issued. I felt like if i dont ask for my refund i wont get it. After that the girl called Daniel emailed me back few times and said That they are so sorry and i would get 30% off any next online order and i was like not getting anything off them again but the girl i thought was nice and i gave them again another chance. In a meanwhile a month later even though the shop is still closed i received my refund for the loafers. I really did want them loafers and few other things i wrote to them that i am ordering them again and i want fresh pair and i hope you will honor your 30% off what you offered me for all the trouble. Placed and order and ofcourse then one of my item was cancelled as they actually didnt have it in stock. Thought its a bad start. And it only got worse. 5 days later got another email saying another item was cancelled. In a meanwhile i was emailing them to get my 30% refund for my order. So 2 weeks later i have no refund what they offered me for the hassle they caused and on top of that they sent me the exact same scrubby loafers. I actually could not believe it. Ofcourse i sent them back. They do not answer the emails. I feel its a fraud and tricked me into ordering more things promising 30% off and treated me like dirt again. Needless to say i will never order anything from them again. Absolutely disgusting customer service.

I wouldn't give BT any star for customer service as it's appalling the way they treat a customer. I ordered headphones and got an e-mail (21/04 – 18 days ago!) saying they were dispatched with a tracking reference which An Post does not recognise. I have written numerous e-mails but have received only one holding response. No update, no apology, nothing. I just want my money back now as this is so stressful I never want to go near that shop again. I want to warn others not to give BT their business as many other shops are more reliable and customer centric and would really appreciate your business. BT is an absolute disgrace and appears to be happy to treat customers with complete disrespect once they have the money.I have learned a valuable lesson and I hope this warning helps others avoid having to endure the level of stress and hassle that I have.

Ridiculously long delivery time (18 days). You can get the same items from the original European manufacturers in less than half the time (in my case: Ferragamo and Montblanc). Plus they did not include the main item in the delivery – I鈥檓 still waiting for it and don鈥檛 get a response by email. No contact by telephone possible. Poor customer service compared to all key competitors. Would not buy from them again.
Update on 17 May: There is more behind this than just poor customer services – they have taken 300 Euros for a pen but instead sent me refills for 10 Euros and don鈥檛 respond to my refund requests. Maybe they think defrauding customers helps them through liquidity issues and saves them from filing for insolvency in these difficult times. I will report Brown Thomas to the police and the Consumer Protection Authority now.

I order so many times from here ,I鈥檓 very happy with the quality and the price ,affordable price I can say ,
I always order makeup stuff and everything looks like in description
I do recommend and I will always come back for new orders 鉂わ笍
If I could give more than 5 stars I would 馃槏
Brown Thomas is the best in Dublin ,for sure

It's a hit and miss. For online: Fast delivery and delivered by an post which is great for me. I did purchase an item we with a security tag on it and had to return it physically. Worst and the most annoying thing is the "cancelled and refunded" happens in so many orders and theres definitely an issue in their system that they dont fix. In the past 2 months, I had 6 items cancelled because they dont have the stock, one of which they had 2 in stock at 1am and 9 hours later there wasnt so crap system. In store: the smaller shops like MK and the likes have very friendly staff. Louis Vuitton staff are mediocre at best ad they are attentive when they are actually serving you but waiting for their service is bonkers. Their floor staff is pretty rude. They might as well not interview these people if that's the kinda service they provide. They talk about customers quite loudly when they think no ones listening. Very unprofessional. Overall, very disappointed.

Poor follow up service….watch out for the small print on your receipt.
Used a BT gift voucher to purchase a coat on 26 Dec. Paid full price, was not a sale item. Tried to return it on 14 Jan but was told my receipt was out of date after 14 days. I was offered the 'concession' of being allowed to exchange my item for another from the same brand only. Cant understand this. My gift card covered every brand in the store. Very disappointed with this.

2 days after having placed an online order that was to be ready for pick-up in 3-4 days I received an email that 4 items were out of stock. Given the real time stock systems in place everywhere there is no excuse for this. Don't sell it if you don't have it! especially at this time of year. I called to cancel the rest of my order and was told that this wasn't possible as it had been dispatched to one of the BT stores. I asked if it would be ready for pick up the next day (4 days after I ordered it) and was told that it was now with An Post and they expected it to be ready for pick up sometime in the next 5-7 days. I now have no option but to pick up the order in 7 days time (too late for my deadline) and return it to the store immediately. What a waste of everybody's time

I live in Scotland and received a gift voucher for Brown Thomas.I am unable to use it because their customer disservice department are uninterested in providing any facilities to deliver beyond N. Ireland and will not accept courier pickup. I wasted an hour getting through to this useless team only for Hannah to return me to their operator with my query unsolved. She told me to ask for "stores" but the operator advised no such department existed. On then being put through to a retail department I was told to set up an online account which would allow delivery in the UK. I did this but the site will not accept delivery addresses outside Ireland. Possibly the worst service I have ever received. A gift voucher that can't be redeemed certainly seems to be the optimal profit line for this rip off merchant.

Fast delivery!

Excellent !!

Easy website to navigate and I've never had any problems with delivery. Can gladly recommend to all 🙂

Happy with the overall process. Quick delivery times!

Product in stock
Order Placed
Funds removed

3 days later.. Email.. Out of stock

Poor website, embarrassing merchandising team… Embarrassing stock controllist.. Shambles of a company…

We have placed an order for Vitamix TNC blender on Brown Thomas online page on 5th of April. I usually don鈥檛 remember dates of purchasing things, but this was a roller coaster experience after all, deserved to be remembered. We went through the reviews and youtube videos of different brands of blenders to make sure we鈥檒l make the right choice. Comparing features, our needs and prices we agreed to go with mentioned above, Vitamix TNC. As we are from Europe it was not so easy to find American brand Vitamix to be delivered to us, at least without paying import fees. Which also means that ones we can find online are higher in price than the same model of blender on the American sites. We manage to find Vitamix TNC on Brown Thomas page, Dublin. There were few models on a great discount, at least we tought it鈥檚 a discount, not attempt to get rid of used, uncomplete and faulty products. We have found out on a harder way.
But however, we ordered Vitamix TNC for 鈧?00.00, discounted from 鈧?50.00. I was very excited about it, hoping that in no time I鈥檒l have all my nut butters ready and the most delicious smoothies for breakfast!
On Wednesday, 10th of April, product was delivered to us. Inside of the first, plain brown box with Brown Thomas label on it, was an original Vitamix box. On a very first sight we noticed that box was opened, because original label was broken and box was sealed afterwards with adhesive tape. We open it anyway, just to find blender base and the jug which was obviously used, with few scratches and water marks from washing it. Without even looking further, we gave a first call to B.T. customer service. After explaining the situation, first answer that we got was that all products went through Brown Thomas quality check! What basically mean, that every product which you buy from Brown Thomas store is opened from original packaging and all the parts are tested to ensure quality standard guatanteed from manufacturer! That is a nonsence! And other than that, is that quality check include making nut butter or smoothie? Just to make sure quality of product is on high level. C鈥檓on, you have to know better than that!
In the same phone call we were offered 20% of the price we payed, so they can refund us with 鈧?0, because this was the last one in the stock (surprise,surprise) and they can鈥檛 send us replacement. We said we need to think about it and we鈥檒l call them back. Now, in the normal situation we wouldn鈥檛 even have a second thought about it but send it back same second. But… at the same day we ordered Vitamix Blender TNC from Brown Thomas online page, we also ordered Dry container from Amazon for same model of blender. This one came two days earlier, on Monday, in a perfect condition, as it should be. Which mean we need the base that can fit with that jug as well. Now if we return the whole thing to Brown Thomas, we鈥檒l get our 鈧?00 back but then we are stuck with dry jug which fit only few models of Vitamix, and we are not sure if we鈥檙e going to find one that suit us (model, price etc.), now limited even more. We gave all those facts to Tony (lady we spoke with) in first phone call but it seems they didn鈥檛 care much.
After checkup, we realized that the base and the jug are only items inside of the box. Not to mentione that product is coming with compatible stick and recipe book! Also we put a little bit of water and turn the blender on, just to find more food particles stucked under the blades. We gave a second call to Brown Thomas store, once more getting in touch with Tony. We explain facts again, saying that the only way to keep this second hand blender is if they can refund us 40% of price. The answer was no, maximum refund they can make is 25% and that鈥檚 it! If we want to return item, we can get full refund and 25% of the next purchase (like there鈥檚 going to be such thing ever!).
More considerations, more research, more time online trying to figure out the best option for us. All that time with bad taste in the mouth, because you can鈥檛 avoid dissapointment, you can鈥檛 just shut off your feelings. I felt tricked, deceived, not only for myself but for anyone else who get this blender before me and even for anyone else who is goin鈥?to get this blender after me. Yes, we decide to return the blender and to get refund from Brown Thomas. And yes, I don鈥檛 think we are the last ones to get this product, but convinced that blender is going back to advertising and will be sold again.
When we inform about our decision, we just receive more dissapointment. We expected and requested courier service, for the simple reason we don鈥檛 drive and the box is fairly big to be carried by hands to the post office. Even after offering to send taxi receipt to them so they can refund us for extra expenses being made by their 鈥榤istake鈥? we were refused. We contacted the service where man clearly stated that we can鈥檛 be in financial loss for receiving unwanted product and that we should contact disputable store regarding this. Which we did. For an answer, we were asked for a phone number and instructed to wait for their manager to call us back. Never happen. We were waiting whole afternoon before we ring them again, and again just manage to get to the Tony. Tony just confirmed what she offered before, and that that is the best what they can do. We did not get a chance to talk to manager, and that only shows how little respect they have towards their customers. We returned Vitamix back and got refund.
This wasn鈥檛 just time and nerves consuming experience but great lesson about the whole Brown Thomas company, driven by greed and not satisfaction of their customers at all. False advertising, avoiding responsibility and the most awful customer service.

Recently visited your store and bought some Joe malone perfume amazing experience and lovely staff

Decent, my package had arrived on time. Will order again from them. Really good service, their website was great and easy to navigate around. Straight forward . I had purchased Charlotte tilbury make up and it arrived perfect.

I ordered an expensive item online which was advertised as coming with a free accessory worth 鈧?00. Received an order confirmation listing both the main and supplementary item. Upon receiving the item I learned the add on had to be claimed by filling in a form and sending to the item manufacturer – not actually sold by BT.
I attempted to follow this process and 3 months later had no response.
I went back to BT but got no response when following up via email – called through and got a rude Agent who tried to rush me off the line saying it was the manufactures issue. I insisted it was a BT issue as I believed I had purchased both items through them. A manager called me back later to let me know there was some small print which indicated the additional item would need to be requested separately through manufacturer.
Given the confusion I would have expected a retailer of this "prestige" to offer a store voucher for the equivalent voucher, not to send me off to jump through more hoops.
Very poor.

Went into nespresso today to get my sister a perfect 21st gift , a lady called Marcela was so helpful and helped me pick out the perfect present , she is an absolute delight to deal with ! Looking forward going back in there .