### I have since spoken with Joe the customer service manager for Brown Thomas online and he has helped to resolve the issue and replaced the item and given me a further credit in goodwill which I appreciate it is just a shame that the original order wasn’t handled correctly ### I placed my order for click and collect 26/04 and I am still waiting for this to arrive to store contacted customer service chat team 9/05 to be told on 11/05 they would check with the store had to follow up again with them 13/05 replied to me 14/05 to say they sent a replacement to the store never asked if I wanted this or told how I could track the order have since emailed them for this info on 15/05 and 16/05 and no response rang the customer service line at 7:30pm 19/05 to get a message to say they were closed even thought they say the line is open until 8pm left a message got a call back this morning at 11:30 agent was disinterested in doing anything kept saying I had spoken to her colleague and they had sent the replacement I advised I was never asked if I wanted this she told me to please allow 2 hours at most to look into to my order and she would call me back. Guess what no call and it is now 15:10pm almost 4 hours after our conversation. I have again called the customer service line the message advises a wait time of 3 minute's I was 12 minutes waiting to speak to someone to then get a message to say the line was busy and leave a message. As a luxury store I am absolutely appalled at the complete lack of follow up and non-existent customer service I have never had to deal with such terrible service and will not be shopping with Brown Thomas again they have taken my money and given no product and won't answer calls (which I am being charged to make) or emails for a refund to be processed this is unacceptable that a retailer can take my money and ignore every contact I make for my goods to be provided or refunded
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Brown Thomas & Company Limited is a chain of four Irish department stores, located in Dublin, Cork, Galway and Limerick.
