I wouldn't recommend using the click and collect service from Brown Thomas as if there is an issue with your order from my experience it is a nightmare trying to get it resolved. I received a gift for Christmas that was faulty (there was a cut in the material of the shoe) and I have been trying to get a replacement pair since the 28/12/2026. When I went into store I was advised that although it was a faulty item (which two members of management confirmed) until I had agreement from the online customer service department they couldn't assist me. It took days to get a response to my request and although 2 members of management had looked at the fault and I submitted photos they advised that I needed to return the shoe for them to consider the issue. It took over 3 weeks to receive a returns postage slip and then i didnt hear a thing. I had to ring customer service who noted it had been marked for a replacement for 6 days yet I had heard nothing. She advised she would follow up and ring me back to advise of a timeline for a replacement. Not surprising but no call was received just an email issued to advise a refund has been processed. This all could have been avoided if the staff within the store are equipped to deal with faulty items purchased online or if my original ask to place the pair in the warehouse on hold until this issue was resolved. This show is no longer available.
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Brown Thomas & Company Limited is a chain of four Irish department stores, located in Dublin, Cork, Galway and Limerick.
