“I only realised recently after checking my receipt for two pairs of shoes that I have been charged VAT on top of the "sale " price. Will not be buying from them again.”
“Shocking length of time to process the exchange, with zero contact from them, despite Royal Mail tracking showing they received the item 9 days ago.
So disappointed as a high value item that was a Christmas present”
“Poor quality: materials, cuts and styles. Very high prices. Products do not quite look in person as in the photos.
Very poor customer service and if you need to return, it would be at your expense. They don't accept exchanges either.”
“Jumper arrived with hanging loose thread. Returned at my expense. Three weeks later ‘you can have it back mended, or wait until July for a new one’. Instant refund. Btw it’s only the overseas telephone number that works. Appalling service, don’t bother to shop there……”
“Good day to everyone, If you are an American and looking to buy clothing from the House of Bruar: Beware. To pay for the "free" shipping Bruar adds 5% to the currency exchange from the UK website prices. They also don't honor the UK website promos. I bought a couple suits that were supposed to come with free waistcoats. They didn't honor the sale offer. I didn't really need the vests and wouldn't have ordered them if they weren't advertised as free. Customer service was no help and ignored my emails. A phone call got them on the line, but they didn't want to hear about it. The quality is also middling. The fabrics of the suiting and icelandic sweaters are not reflected well online. Was disappointed by the product delivered.”
“Ordered on 9 December, no order update or tracking available. Clearly was a Christmas present, no response to emails, eventually passed to Evri to deliver within 2 days and Christmas Eve due for delivery. Item did not arrive until 29 December. No apology, no response. Do not order from this company”
“Good day to everyone,
If you are an American and looking to buy clothing from the House of Bruar. Beware, I've placed an order on 09/25/2024 and after 3 month passed they informed me that Barbour Ogston Men's jacket is not available and they will refund funds back to my bank account. I've patiently waited for 3 month, absolutely worst online purchase experience.”
“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 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.”
“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”
“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 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!!”
