“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.”
“My elderly aunt paid a premium postage charge and ordered a birthday gift for a November date. The gift has still not arrived. My aunt in her late 80s, who is very articulate, intelligent ordered the gift over the phone as she does not use on line technology. She has telephoned the company numerous times...still no gift, some customer support staff were rude and unhelpful. At no point has she been offered any compensation for inconvenience. She has never had an apology and she is still out of pocket!!!! What sort of company is this???? It has an evident disregard to its elderly customers. Absolutely appalling service, dishonest and disrespectful.”
“First order arrived quickly. Had to return 1 item to exchange for different size. No refund, no shipping of second order but credit card was charged for all 4 new items. One item not available until spring. No one responds to numerous emails. Chat can’t see order or do anything. It’s a large order. Very disappointed and still waiting. Nice products but 0 customer service. USA customer.”
“Trying to get a refund from this company I have all the receipts and tracking since December 4th but not one word from them, I have enlisted PayPal but still no joy. The item, a coat for £450.00, was returned with another item, the cardigan has been refunded BUT NOT THE COAT, if Bruar read this Why no refund disgusting treatment as I have been a customer for over 5 years, never again and certainly will not recommend”
“No stars in fact. I returned two items and have only been refunded for one as they say that was all that was in the parcel. They say they have camera evidence but are refusing to send it to me. Meanwhile keeping my £60”
“I have returned a gilet that was too big for me (at a cost to myself) & 4 weeks later I am still waiting for my refund. I have emailed them many times & have had no response. Luckily I paid through paypal so have opened a case against them. It is so very disappointing as I have visited the shop many times over the last 20 years but their on line service leaves a lot to be desired. Won't be using it again!”
