I ordered a Le Creuset pan from BrandAlley. It was shipped via Royal Mail/Parcelforce. My parcel was marked as "delivered" on 11 November 2025. A photo was provided of a box on some steps. They are not the front steps of the delivery address. I contacted BrandAlley. After communicating with "the courier" BrandAlley write me to say "we have made enquiries with the delivery office and can confirm this has been delivered". They claim that because there was a photo of a box on some steps, that this means that it was successfully delivered. We were home all day, nobody rang our bell. The photos are not of my property. I even sent photos of my property to BrandAlley to help with the claim. The fact that they are saying that the "photo" proves delivery even though I have showed them photos of my property, which looks nothing like the photo that their courier has provided, they are just sending me standard customer service responses.When something seems too good to be true, it is. Do not trust these people. I'm out almost £170 and am receiving very little support from BrandAlley. Buy from a reputable brand.**Update** I sent a "time is of the essence" letter (as recommended by Citizen's Advice) and received notification that I would be refunded the very next morning. BrandAlley's note says that the refund will clear in 10-14 days. This was obviously more the Royal Mail than it was BrandAlley, however I find it interesting that as soon as I sent the letter, the tone changed and suddenly they seemed to acknowledge that I am their customer who had made quite a big purchase from them and was not getting any support. I have changed to 2 stars since BrandAlley was at least communicative the whole time.
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