“After looking at several jumpers with sheep, I decided to go with the House of Bruar’s PRODUCT CODE: GW79021. What I saw was a jumper with sheep on the front and on the sleeves…but if you look closely, the sleeves are actually finished with hand warmers. No mention of this in the description or a website link where those could be purchased. Needless to say when I received my order, I was disappointed and rang “customer service.” After an argument with the rep, I asked that The House of Bruar at least give me a goodwill gesture credit of the £4.95 postage since I could have gotten the jumper from Amazon postage free. Absolutely not…just more arguing that I should have realised those were hand warmers in the photo. The jumper is being returned….at my expense, of course, and The House of Bruar is off my list for future purchases.”
““The money was charged for an order I placed, there was no acknowledgement of the order, no response to my inquires of the order, nothing! But apparently the money was issued to them from my credit card company for the items. I wish I had looked at the reviews before I ordered. All of their items “look” high end so I wasn’t expecting to be treated like this.”
“I have just received a navy fringed pashmina coat that I was very much looking forward to receiving. After delays, and not too great on the admin side of things. I like it but not over the moon on the quality. What has shocked me is that it is made in India! I naively thought that House Of Bruar products were Scottish authentic. This isn't made clear on the details when purchasing. Disappointing. Albeit to say I will probably keep.”
“I ordered a sweater in the recent sale, two days later I was told they did not have the colour (when I ordered the website said it was in stock) they offered a different colour that I did not want, so suggested the V neck rather than the crew they came back to say it was £40 more as the sale had finished, when I telephoned the customer service representative was unhelpful and suggested my money back. I emailed the MD as I thought the service so poor I am still waiting for a response! I have never had a issue when shopping with them previously”
“I have to return a lovely fairisle sweater as it is far too big, but not for a refund, just an exchange for a small size.
There is a printed label for sending it back but on speaking to customer serices they have just told me I have to pay for my own postage!! This is not what most mail order companies do!! I won't be ordering from them again.”
“I ordered 4 lambswool scarves and a merino crew neck sweater. Sale prices were given before order was placed, so I knew the correct total. Delivery was made 3 days prior to the estimated time. Excellent quality and fit. Very happy.”
“Ordered online, monies were taken from my bank. After 10 days rang to be told only one item was in stock, other item due in two months! Had no idea when the item in stock would be delivered?????? Why had they taken funds for an item not in stock for 2/3 months? No customer service at all!”
“Ordered a pair of trousers, first order with this company. I hesitated as I had to pay postage and returns and not sure of sizing.
They arrived, they fit but had a huge faded fault down the inside of each leg!!!!
Shocking customer services, how could this have been missed - it is so obvious!
No offer of a discount off a future item, nothing.!!!!
Now the inconvenience of having to return them!”
“I ordered linen mix pants online. They do not fit so I imagined The House of Bruar would pay for the return postage, as reputable companies do.
But no! I have to pay for return postage.
I queried this and got no reply.
So I will keep the pants instead of paying $20:each way in order so THoB can resell them.
Talk about a poor business model.
BTW I have bought many things in person but last time I was there the quality has plummeted as the son took over from his father.”
“Do not order from this company I have never received my order placed on 11 March and still no refund Chased twice now and been told that I will be contacted in their convenience Dreadful customer service and still over a month waiting for my refund if £250”
“I ORDER A FEW ITEMS FROM THE STORE AND THEY ARE ALL - EXCELLENT MATERIAL, CLASSIC AND ELEGANT, CHIC.SOME ITEMS A BIT PRICEY BUT WORTH EVERY PENNY. EASY TO ORDER ON WEBSITE .SPEEDY DELIVERY TO LOS ANGELES USA. GREAT COMPANY WITH EXCELLENT QUALITY AND SERVICE. THANKS”
“Jumper ordered did not turn up. Courier took photo of label and claimed it was delivered - it wasn't. I have emailed customer services 3 times and have been had no help.
I will not buy from them again.”
“Absolutely awful service, repeated calls over the phone were not returned regarding a food order. I eventually went in myself when passing, and bought it with my two own hands. Staff were more interested in hoovering than helping me achieve anything. And I found that elsewhere it was much cheaper online, but I specifically went in because i wanted some chocolate, (that they didn't have, although the website said it was "in stock"). Nobody had any solutions for me, they looked annoyed that I was even asking, and said they couldn't verify if they had any in the warehouse as they were closing. Shocking place. I will not be returning with my custom.”
“I had to return an item. Customer service had advised the wrong size. I phoned for a return code and the man was awful. Very rude and condescending. I had to pay a return postage and wait 2 weeks for a refund. I did get a full refund! I won't be shopping with them in future. I was satisfied with a pair of Chelsea boots I purchased .”
“I never received any order number, confirmation or details whatsoever. A Live Chat representative told me they have no way of tracking orders. All of the contact information i.e. email and telephone where even worse..the telephone numbers are disconnected and after several unresponsive email attempts I called my bank and stopped payment and have been refunded by my bank. Caveat Emptor!!”
“My item never arrived , You cannot speak to customer services, they are not part of House of Bruar, you wait for them to call you, they never do. I never received a refund, I am £175 out of pocket.”
“This company makes it impossible to withdraw your money. I already terminated my business with them After An asset recovery team Againstcon. com tracked and recovered my money”
“I returned an order as the blouses were not suitable, a refund was authorised but 5 weeks later I still havn’t received any money. I have made numerous phone calls and sent emails but no communication at all. This is the worst customer service I have ever come across . Would never buy anything from them again”
“As an online retailer this company is extremely efficient at taking orders, dispatching the same after swiftly taking payment. However, should there be the need to return a purchase, this is when the returns policy fails. Even though the returned item is confirmed received The House of Bruar seem most reluctant to release refund monies without the need for the consumer seeking the assistance of PayPal or credit cards companies. Therefore it would be most foolish to trade with this company without protecting your method of paying for the goods. Be aware of this retailer.”
