“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.”
“My husband Ordered multiple items at Christmas. Skims pajamas-were too big and returned, an Isabel marant belt that was too small and a Hermes perfume set that I kept. The skims refund was issued straight away. 3weeks after that we were still waiting on refund for the belt so my husband emailed to see what was happening and when customer service did reply they told us the belt had been returned without tags. It absolutely was not as it was literally tried on and put back in its protective pouch and returned. We asked where the belt had been for 3 weeks if the damage could have happened on site , how the parcel was received back if it had been damaged by a post and no acknowledgement to that. Customer service also then said the belt had been damaged. We ask for a photo and they sent pictures of a belt with streak marks on it. Again the belt did not look like this when received by us or returned by us. They told us it would be returned to us with no refund. When the belt was sent back to us it was in terrible condition, scratches and streaks all over. It looked like it has been a display belt. Very upset by the whole ordeal. I myself worked for both bt2’s and brown Thomas grafton street and have always loved shopping with them. I’ve been a customer for over 2 decades.”
“Let’s start off by saying there is nothing “luxury” about this department store. The space is crammed, in need of a refurbishment and the staff need to be replaced in their entirety. Being snobbed by their staff is nothing new, they clearly forget they’re shop assistants. I made my purchases in Dubai, where customers are treated with respect and provided with excellent customer service. This outdated department store needs an overhaul.”
“I just want to thank Margaret so much for her help and fantastic customer service in the Max Mara section in Grafton Street. She helped me find the perfect dress for a wedding. And it was 10 minutes before the shop closed and she was so patient.
The best help I’ve had from a sales assistant ever! Thanks again Margaret.”
“I ordered a bag online and paid extra for express delivery to Northern Ireland. A completely different bag was sent. I had ordered a denim patchwork one and was delivered a little black one which also smelt very funky. I could have forgiven the mistake but it has proven impossible to contact customer service and so it cannot be rectified. It is also virtually impossible to return items from Northern Ireland and is not possible at all for me at this time. I am having to go through PayPal and will obviously never use them again. I expected more from Brown Thomas.”
“Enter from Chanel was amazing when I purchased bag and sunglasses yesterday. He was super helpful and nice and knew what he was doing. He put bag on hold and made the experience much better than in Paris.”
“What a difference a day makes.
Came to the Chanel make up stand yesterday and asked for a particular product which was sadly out of stock. The woman did helpfully write the product name down for me but I left empty handed. We returned the next day to see if they had restocked.
Wonderfull customer service. We were assisted by Alan who patiently and carefully found a range of alternatives in a range of their products with excellent explanation of the differences. I felt he really listened and understood my requirements and persisted until he found the perfect product for me. Attentive but not pushy. Perfect customer service. I have left with a perfect lipstick that I would not have found on my own. Perfect customer service Alan, thank you. A credit to your store. Caroline and Nina”
“What a difference a day makes.
Came to the Chanel make up stand yesterday and asked for a particular product which was sadly out of stock. The woman did helpfully write the product name down for me but I left empty handed. We returned the next day to see if they had restocked.
Wonderfull customer service. We were assisted by Alan who patiently and carefully found a range of alternatives in a range of their products with excellent explanation of the differences. I felt he really listened and understood my requirements and persisted until he found the perfect product for me. Attentive but not pushy. Perfect customer service. I have left with a perfect lipstick that I would not have found on my own. Perfect customer service Alan, thank you. A credit to your store. Caroline and Nina”
“Absolutely horrendous online shopping and customer service experience! Have wasted over an hour in the last 3 days trying to get BT customer service to answer the phone. No replies from lengthy emails or attempts to contact on social media. Horrendous! Spent hundreds of euro on two recent online orders. One of which was a wedding present gift voucher ordered on December 26th for a NY eve wedding. It still has not arrived 12 days later and the wedding has long passed. How long does it take to get a voucher in the post ! The next online order arrived damaged. It was also a gift which cannot be used obviously. Sent a lengthy email with photos of the damage to which I have still not got a reply days later. What is going on Brown Thomas ? Beyond frustrating and unacceptable.”
