“My order arrived damaged!
Really poor costumer service and help!
I will not purchase from this company again!
I wouldn't recommend this company to anyone!”
“So after over 2 weeks my order has arrived and says it was dispatched on 28/11. I was provided with no tracking details at all about it and couldnt stay up to date except for a text message I recieved on the day on whatsapp from dpd informing would be delivered. The address on my parcel was incorrect and the name for delivery was down as Brown Thomas which is incorrect obviously and the first line of my address was removed which led the delivery to a different area altogether. Thankfully the person who received the package was kind and contacted me and I collected it which may not always be the case. This has been an absolute shocking and unprofessional experience, I have had significantly better experiences from vinted and ebay sellers and I expected so much better from this "high street" store.”
“I was served by a lovely girl called Petra over the phone when placing an order for collection. She was so friendly, helpful, and really took the time to guide me in choosing the right shoes. Her customer service was absolutely excellent — she went above and beyond to make the process easy and enjoyable. If you’re shopping in Brown Thomas Galway, definitely ask for Petra — she’ll look after you!”
“One of the worst experiences I have ever had, purchased two Zadig & Voltaire Rock shoulder bags total amount €500 with measurements Length 27cm width 12cm height 16cm, asked for clarification on the sizes by email before they were sent confirmed the same measurements. When the itema arrived they were Zadig & Voltaire nano clutch bags which are significantly different in size”
“I lost a spend card from Brown Thomas Cork Maje department for €316 with no idea of when I returned the items and had little dates to build a case on. Eventually I dealt with Lorraine in the cash office and she went beyond the call of duty to help and traced the day I returned the clothes which was not easy. I received my spend card by courier today so happy days and a big thank you to Lorraine, Eileen”
“Brown Thomas On Line dept is a disgrace
Paid €85 for skims shapewear after getting advice from Store. Returned because it was too small. & online personnel said we are not refunding you & did not return it too me either. An absolute disgrace”
“Went to Brown Thomas Cork today, never realised Trinny London was there! I met two lovely ladies who both helped me pick out a new makeup routine! I got glammed up and felt a million dollars leaving there! They gave me a simple routine and showed me how to take the makeup from day to night so easily.”
“I went to Brown Thomas Limerick yesterday 21/04/25 to buy a gift. I ended up at the Rituals counter where I was served by a lovely lady named Manon. She was so pleasant and helpful. She helped me choose a lovely gift set.”
“Terrible experience today at the Grafton st store with one of the cashier’s working in the top floor homewares department specificly at the till beside all the coffee machines/tech etc. Appalled with the rudeness displayed whilst having trouble with a gift card I was told and I quote “just get it sorted”! Nothing short of disgraceful having just dealt with a very helpful young guy and then another pleasant young lady with long hair to be met with this arrogance from their colleague a shorter haired girl who had not assisted in anyway but seemed to want to get herself involved once we went to the till. Shop was not busy at the time there was no line of customers being delayed yet “just get it sorted” was the response absolutely appalling.”
“Lovely big store with great layout and lovely clothes. Pity I can't say the same about the service at the tills at Lynott.
The person whom I believe is the manager (Aiofe) made no effort, there was no greeting when I got to the tills, no hello, no eye contact, looks extremely unhappy. It's such a shame as I love the products that you offer however I will not continue to spend money where it's not appreciated.”
“Terrible customer service - chat bot won’t connect to an agent, not taking phone calls and what’s app is non responsive. No customer service in store- just a very rude person on click and collect who claimed they were a manager but then also said they could not assist with customer service. Nothing luxury about the services they offer. Staff are rude and unhelpful. I will take my luxury purchases online or to another store.”
“I have had two back-to-back issues with Brown Thomas, and I am incredibly disappointed with how they handled both.
The first issue was with order #5886019. This was for an item of exceptional value, which I was excited to purchase. Unfortunately, the order was canceled without explanation shortly after I placed it. No effort was made to offer an alternative or compensate for the inconvenience caused.
The second issue has been even worse. Order #5892110, another item of great value, was claimed to have been dispatched and handed to An Post for delivery. However, after waiting days and contacting An Post directly, I was told that they never physically received the parcel, despite what the company claimed. The item is now out of stock, and I am unable to get it elsewhere at a comparable price.
Both experiences have been incredibly frustrating, with poor communication and no proactive solutions offered. This company seems to have serious issues with inventory management and fulfilling orders, and they don't seem to value their customers' time or trust.
I would strongly advise caution when ordering from this company, especially for high-value or limited-stock items.”
“Was in BT's in Patrick St in Cork today. Dealt with a girl called Ciara at the Jo Malone. She was an absolute breath of fresh air. So friendly and genuinely interested in what my daughter wanted.”
“I ordered a Mulberry bag on 22nd September at the cost of 1000 euro. I paid the additional fee to have it delivered by express. It was a Birthday present. When i contacted to tell them it hadnt arrived they assured me it would within 48hrs. When after this time i contacted them again they stated that the package was lost and they were launching an investigation. In total now i have contacted them 10 times. It is now three weeks and still no bag in spite of them saying they had sent a replacement by express a week ago. Yesterday they said they were looking into a replacement. Clearly someone is not telling me the truth. The item is in stock. The phonelines are not taking calls and they are not replying to whatsapp. So i find myself 1000 euro less off with no bag and no response from Brown Thomas! I wish i had have purchased from Mulberry directly.”
“I had a suburb experience with David at the IT Cosmetics counter in Limerick City. He is a wonderfully warm, kind and helpful person. He listened to what I wanted and did everything within his power to help me. I left feeling very happy with the service I received and it has made me want to come back again already!! Thank you David.”
“If icould give a minus star I would. Click and collect is a disaster and no one cares or takes ownership and it looks like a lot of people have issues. One of my orders went to Cork when it should have gone to Galway. Took 3 weeks for me to trace it and that was with me constantly chasing up on the order - only at the end did one person try to help me. I've made the mistake of ordering again and giving it another try. Now day 10 and no communication and I'm trying again to get help. Maybe my order is too small for me to be given help?”
“I’d like to say a huge Thank You for Kxenia’s help (Dundrum) for selection of clothes for a weekend in Rome. She helped me find the perfect dress, blouse and skirt for my city break. She was also so patient at the moment when I was looking for my loyalty card, since the store was already almost closed. Thanks, Kxenia again.”
