I placed an order for a Christmas present on the 13th of December. When the delivery arrived on the 16th, the incorrect item was received.What I had ordered was a dress, while I received a scarf.I reached out via the 'Email us here' section of their website.I did not receive and still have not received any response to this email.So a few days later (the 18th), I sent a message to the chat function on Whatsapp, which was an AI and was unable to assist (as it repeated the same two questions over and over) and would not connect me with a person until the next day (even though I was sending frequent messages for several hours asking to speak with a person).When I was eventually connected to a person late the next day, I explained the issue, they were initially apologetic, but they soon made it clear that they would not send me the item which I had paid for until the item that they had incorrectly sent to me was returned to them, they also would not refund me for the item I had not received. I was told that this was standard company policy.They provided me with an AnPost return label for the incorrect item on Friday (20th), so by the time I was able return this item it was at the end of the business day, but they did acknowledge receipt of the return tracking from AnPost.The correct item was not dispatched until the 24th of December. So it was not received for Christmas, it was eventually received on the 3rd of January.Addition**I have reached out to Joe as he requested in his response to me, but have received no reply, evidently not a company who is interested in customer satisfaction or retaining repeat customers.
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Brown Thomas & Company Limited is a chain of four Irish department stores, located in Dublin, Cork, Galway and Limerick.
