Review Time
Update 18th April: Someone more senior read the case in full and refunded me. A very strange experience in all, but they fixed the situation in the end and were very apologetic. Update 17th April: Just after I posted this they got back to my email from today. I am not sure if it was related. They said the 'case is currently with the brand'. Very courteous and professional email. Let's see what happens.Original:I initiated a return of an AirConditioner that did not work on March 31st, they collected the item no problem on April 7th, but they still have not confirmed my refund on April 18th and I keep getting just copy and paste answers of 'to leave it with them' on their whatsapp customer service line. I have been a loyal customer for over 20 years and my family and I spend thousands every year and we have never had a problem. This is extremely disappointing and might stem from me having bought it online from them. I can see why people are starting to just get stuff from amazon as their after purchase care is instant and effective. I am really surprised and disappointed at Brown Thomas.
My order included small bottles of perfume on a gift set. On receipt of my order I noticed one of the bottles was almost complely empty. I contacted the BT Customer Service team and received an answer within an hour. Siobhan was the lady who helped me. She apologised and assured me it would be sorted. She also provided me with the steps necessary to return the package. Which I did. A replacement order was dispatched that day and I received it within 48 hours. I was very satisfied with the service I received and will have no hesitation ordering again from BT. A big mention to Siobhan in BT who provided a super service to me throughout.
The female security guard was extremely rude when I was entering the store this morning. It’s such a shame because the other employees in the store itself are lovely and accommodating. I would hire new security staff to avoid putting off customers.
Was in Brown Thomas in Dundrum looking for new aftershaves to buy and was assisted by Séan. He was a lovely guy and was really helpful and knowledgable about all the products. Ended up buying two aftershave bottles from him. The purchase was a great experience thanks to him.
I would give zero stars if I could regarding the online delivery service, ordered a parcel for same day delivery Dublin on Thursday morning, let’s just say it’s now Monday morning and I still have no parcel and everytime I get on to customer care I’m being told it’ll arrive the following day, no sign of the parcel today either, save your money and don’t bother with them, they will pass you off no matter how much money you spend. Very disappointing. Don’t offer same day or even next day delivery if you can’t provide it. Update: it took me contacting the courier directly to get my parcel sorted but eventually got it, so definitely still would not recommend shopping online with Brown Thomas, I also found it slightly concerning that I was contacted by the senior customer service experience manager ‘Joe’, he offered me a gift as an apology, and let’s just say we are heading into may now and I still haven’t received said apology gift, so yes the customer service is just as bad as the actual online shopping experience!!!!
Cork BT: Clinique stand ,Had a lovely young guy named Ian treat myself and my partner so well, did my makeup for me and got my partner a seat and was so chatty and spent a good 20 minutes with us. I did not feel any pressure to buy anything he was the most down to earth lovely employee I’ve met in a while, thank you for my foundation and blush Ian ☺️☺️
I have been at brown Thomas in Grafton street at Mac makeup stand. The staff is outstanding I really want to highlight Lucas, he’s been so sweet in approaching and helping me with my request, he spent a good few hours with me at trying to show me the best products combination 🙏. I highly recommend in case you’re looking for products specification and application. He’s very knowledgeable about MAC products. I’ll visit him soon again he’s a very sweet person .
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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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