Review Time
### 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
I bought a new kettle in the homeware section on the third floor earlier this morning (Saturday 17th).I would just like to thank again the assistant (Paul) who went to no end of trouble to find me exactly what I was looking for in terms of colour etc.Really Brilliant Customer Service - Paul thank's so much indeed.
I was asked to contact customer service after my last review. I contacted Joe and was sent back the warmest email with courtesy and understanding. It makes you feel that there is someone who cares and you’re not just a number. Thank you!!
I was struggling to have an item delivered to the UK and reached out to customer support, I received one response clarifying the description of my item and never heard anything back. I reached out everyday for almost a week, I got the item elsewhere and much cheaper. Waste of time, really frustrating and disappointing. 😖😤
NEVER BUY OR GIFT A GIFT CARD from this shop. Absolute scam. and I cannot even emphasise enough what a terrible customer service they have. Completely useless and incompetent. If you purchase online, pray that nothing goes wrong with your order otherwise you’ll lose all your $$$$ and time and nerves. Absolutely disappointing system for such a shop. If I could give 0 stars I would.
My husband purchased a pair of black Christian louboutin iriza shoes as a gift at Christmas, which I wore for the first time last weekend. The shoe coloured my feet black as well as the inside of the shoe is now black and the stitching is coming apart. I left a review on trust pilot about my customer service experience which wasn’t great and Joe (manager) reached out to assist us. Within a few days he had set up return for me and processed the refund of the faulty shoe.
Was in @officialbrownthomas Cork today @ the Bobbi Brown counter. Was looking for a specific lipstick & the young lady & gentleman were both very helpful & the young guy kindly offered to go off and check a recent delivery to get me the lipstick. He also gave me a tip on not pushing the lipstick up too far! I was super impressed with them both!!
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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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