“Very disappointing experience with BrandAlley as a loyal customer for many years.
I placed order UKO144001520702 on 19 June 2026 for a pair of Men’s Gucci Square Shiny Dark Brown Sunglasses 57mm and paid £130.5. At the time of purchase, the order was expected to be delivered by 6 July 2026. However, the order was never dispatched, and the promised delivery date came and went without any update.
What has been even more frustrating is the way my complaint has been handled. I raised a formal complaint under ticket #1158237 regarding both the delivery delay and the potentially misleading fulfilment information displayed at the time of purchase (“Sold & delivered by BrandAlley”).
During my communications, I received different explanations for the delay. I was first told that some BrandAlley items are sourced from the supplier after the order is placed, and later that the delays were due to a warehouse relocation. Despite these explanations, no clear resolution or realistic dispatch date was ever provided.
On 7 July 2026, Customer Experience Team Manager Stephen contacted me, apologised for the delay, and assured me that he would investigate the issue with the fulfilment team and provide an update. Unfortunately, despite several follow-up emails, I have received no further response from him, and the promised investigation, update, and review of my complaint have never materialised.
It is extremely disappointing when a company takes payment, misses its promised delivery date, repeatedly promises updates, and then stops communicating with the customer.
I hope BrandAlley will finally respond to ticket #1158237, explain what has happened to my order, and resolve this matter professionally.”
“Absolutely terrible company, delivery takes ages, and trying to speak to anyone and get a reasonable response from their Customer Service team is impossible.
Tried the "Chat" option first, that's just AI so impossible to get a real response.
Forwarded to a human, but they just left me hanging after saying "Give me a moment while I get more details" - 40 minutes later I ended the chat as they were never coming back.
Tried emails, but pointless, they told me different stories each time I emailed them.
Overall I would say, keep your money in your pocket, awful service from an awful company.”
“It's been the worst experience of my life since day 1
AVOID THIS AWFUL COMPANY
They've let me down with a gift for my brother and been useless all the time, they don't have a clue of where the order is but the refund is never being processed.
My order placed on 18th May was never arriving, I've requested cancellation from 5th June and I am still waiting for updates, 11 days after requesting the cancellation(insistently) and 25 days since I've placed the order! their service is just not existing, literally .
They keep ignoring me and not confirming anything, I am about to take it legal at this point
AVOID AVOID AVOID AVOID”
“Do not order from them. Order two skin care products, they sent the wrong ones. I had to go through the hassle of returning. It’s been more than a month that they said they would refund and I am still waiting. They lie about processing their refunds. And keep saying the issue is the bank, I called the bank and they say BrandAlley has actually not done anything. A bunch of money grabbers and liars.”
“Horrible company! I strongly suspect that many of their reviews on Trustpilot are not genuine — the experiences shared here seem far more accurate.
They charged me over £200 for items I had returned, and then claimed I had sent back an unidentifiable object instead. As “proof,” they provided a photo of a random item from their warehouse, with no connection to my account or address (see pic!)
When I requested my data under GDPR, they sent me everything except the shipping and return records — which would have proven that they had received all items back from me.
I will now be taking legal action and reporting them to the relevant consumer protection authorities. Please be careful and do not trust this company.”
“Ordered 2 items at the end of November for Christmas. Both were supposed to arrive in good time. Only one item arrived.
Communication with customer service (email and web form) are responded via Bots (it actually say 'bot' on an email). been going like this for days. No present for Christmas, no refund, no idea where the item is and what to do.”
“I can’t believe the absolute incompetence of Brands Alley UK. I placed an order before 1 PM on the 21st, paying £8 for next-day delivery. What happens? I’m told I “missed the deadline” and my express delivery isn’t happening. Seriously? Your system allowed me to pay for express delivery! How is this my fault?!
Customer service was an absolute disaster. I was blamed for ordering “too late” — as if the UK doesn’t exist on its own time zone. When I asked for a refund, I was told to wait until after 29th December. I did not order items to arrive after Christmas! After more back-and-forth, a chat agent finally agreed to a refund but was rude, dismissive, and made zero effort to get my order to me on time.
This is my first and last time ordering from Brands Alley UK. Paying for express delivery should not be a nightmare full of excuses, rude staff, and zero accountability. Never again. Avoid at all costs.”
“They need to reimburse my money .I returned the item and they have the audacity to refuse. Thankfully, I have proof. Thieves! You won’t get away with this.”
“Terrible Returns Experience - will avoid
I am writing this on behalf of my wife. She ordered a pair of jeans for our son - they didnt fit right so were returned. We've now got an email from Alex from Brand Alley accusing us of not only taking the labels off but washing and wearing the jeans before returning. My wife is v upset about this - especially as nothing of the sort was done. In fact the image shared with us doesn't even resemble the Jeans that were returned. Disgusted by this especially as she has been a loyal customer for the past number of years.. and have done returns previously without being subjected to this kind of 'customer services'. Never has anything like this happened to us. Will be posting on other platforms and will stop buying from this vendor. AVOID.”
“Order recd today in a terrible state. Jacket had black marks on it and totally creased and the jumpsuit was just shoved in the bag and totally creased. So I called brandalley customer services only to experience the worst service ever. Being talked over and not even heard. Then told its 5.30pm customer services is now closed only frustrating me further.
I will be complaining tomorrow morning.
Also everytime I return an item its taking a month of chasing them before having my monies refunded.
Absolutely disgraceful customer service.”
“My order has not been honoured, ordered nearly a month ago and they have not replied to any message on all the varied mediums, this was a birthday gift and the customer service has been terrible, to date still no response”
“I ordered 2 items and I got only 1 after a while I emailed asking about it, They replied quickly said will contact you back within 3-5 days but never happened then I emailed asking for a refund same they replied quickly to confirm I will get refund within 10-14 days yet nothing happened then I emailed asking what's next so I have got a pending refund but still It's pending...so I don't know how long I have to wait to actually get a refund. I got an order confirmed on 19 April so now still wait for a refund and if I didn't emailed them so they would never got back to me. I got a refund from somewhere else only 2 days and instantly into my bank. don't know why BrandAlley couldn't do that. :(”
“We recently placed an order for a lamp on BrandAlley and the experience has been nothing short of frustrating. Despite FedEx tracking claiming the item was delivered and even signed for (which we never did), we received nothing. What's worse, there were no delivery updates or any form of proactive communication from BrandAlley or the courier.
We tried reaching out to customer service—there’s no contact number to speak with someone directly, and the WhatsApp support was completely unresponsive. After days of uncertainty, we finally managed to get a reply via email, only to be told that the item had been returned to them and they wouldn’t re-dispatch it. Instead, they suggested we re-order it ourselves.
This is utterly ridiculous, especially since the courier had previously called us multiple times to confirm and even update our delivery address. Clearly, the issue lies somewhere between BrandAlley and the courier, yet the burden has been placed entirely on us as the customer.
We’re left without the product we ordered, no clear explanation and no resolution. A deeply disappointing experience—we expected better.”
“It’s crazy how many of us have been fooled by those fake investment platforms, and I couldn’t get to my money. I lost over $280,000 to their scam. Luckily, after I filed a complaint with A M D A R K L I M I T E D *** C0M, I got my funds back along with my profits, and I didn’t have to pay a dime in fees.”
“I bought a MK brand handbag recently via Brandally. Their delivery service was good. I paid for one day delivery. However, due to the Christmas season, it has been delivered within three days.
I had a major complaint regarding the product. Even though it is a MK brand handbag, I have a serious doubt about the originality of the product. It is a pink colour bag. I have used it only for two days. The second day I noticed discoloration over the handle. I stopped to use the handbag and I had a chat with the customer care. They informed me that there is no way to return or refund. It may be a dye from my coat or jeans. They came to a conclusion that this is not a discoloration or fade. They asked me to remove the dye. I tried my best to clean it. But it didn’t work. I spent 132£ over the product. I feel so bad.”
“Took a month and 3 delivery dates to tell me they couldn’t fulfill my order ! WhatsApp seemed like automated as they never answered the questions I asked. All in all a very frustrating experience and won’t be using them again”
