Review Time
Ordered an expensive gift voucher for a special occasion on 1st of the month. Website said it was the last day to order for delivery by the sixth. Here I am on the sixth and no sign of delivery. Missed a very important birthday present. And they have the cheek to charge almost €6 for postage that’s not even on time. Will never shop with them again & urge everyone to Boycott these criminals.
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.
I ordered goods for birthday worth 700/800€ for click and collect to be able to pick up asap, they told me 3-5 days. I’m waiting now 8 days, still nothing, birthday party was yesterday. Still nothing from them. First and last time used this shop. Please don’t waste your time and nerves with this nonsense of a company
I ordered an item for click and collect on 12th January . The website says it takes 3-5 working days . It still has not arrived . It is impossible to speak to an actual person get any updates or information . The so called 'live chat ' is obviously a bot and just gives automated answers ,the same with email. No real customer service at all. Very bad experience .
I ordered peppa pig toy items for my preschoolers before I move on to my new employment. It was ordered back in mid January and there was a problem with an post delivery as they were behind schedule which I know wasn't their fault , but Brown Thomas customer service did make sure that my items were delivered on time and even got a phone call to make sure I was satisfied and I couldn't have been happier with the service and assistance they provided for me as a customer. Both companies BT and Arnotts are fantastic and I highly recommend them for instore and online shopping. Many thanks for your amazing assistance,
I had a problem with applying the discount code on my order however it got resolved immediately with the help of a good customer service agent who managed to resolve the issue without delay. It was a good experience and I’m very happy :)
I found customer service for Brown Thomas to be extremely helpful and nice to deal with... I had a complaint in reference to something that I experienced while shopping and my complaint was dealt with very professionally, taken seriously and I was very happy with the overall outcome...
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Brown Thomas & Company Limited is a chain of four Irish department stores, located in Dublin, Cork, Galway and Limerick.
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