Probably the worst customer service l have ever received from a retailer. I bought my wife a black Loewe leather bag from Brown Thomas, Dublin click and collected it in March, 2024 for her 65th birthday. We noticed a stain on the leather and reached out to their customer services. Despite numerous emails, requested photographs etc, they offered zero resolution and told me in their last email that any restoration work would be at my own discretion and expense despite the bag being under guarantee until March, 2026. I also escalated my complaint to Joe, senior customer experience manager regarding this issue through Brown Thomas WhatsApp whom I disappointingly, have never heard of since despite promising via their agent that he would get back to me . I also contacted the manufacturer Loewe Europe who arranged collection of the bag, carried out the removal of the stains and delivery back to us at no cost.That's what I call customer service.Through this personal experience, I will never buy any high ticket item from Brown Thomas, Dublin again because they abdicated all responsibility in this instance, I have come to the conclusion,in the hope I would go away.
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Brown Thomas & Company Limited is a chain of four Irish department stores, located in Dublin, Cork, Galway and Limerick.
