I placed an order with Brown Thomas on April 13th, opting (and paying) for their Standard ROI Delivery, which is clearly advertised as 5 working days. What they fail to mention—until after you’ve paid—is that dispatch alone can take up to 3–5 days, with delivery then taking an additional few days. This is incredibly misleading and contradicts what’s shown at checkout and on their FAQ pages.I contacted customer service via WhatsApp (their only apparent support channel), where I received vague, copy-paste answers and zero accountability. I asked a simple question: **What is your actual delivery promise?** Five days total (as advertised), or 3–5 days for dispatch + delivery time? I was never given a straight answer—just deflection and repetition about estimated dispatch. After pointing out the inconsistency between their stated policy and what I was being told, they stopped replying altogether. I’ve received no email updates, my order doesn’t appear in the app, and the communication has been completely unacceptable.Brown Thomas markets itself as a premium retailer, but this experience has been anything but. If your logistics are slow or your systems are broken, be honest with your customers up front—don’t bury the reality in vague language and then disappear when people ask questions.
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Brown Thomas & Company Limited is a chain of four Irish department stores, located in Dublin, Cork, Galway and Limerick.
