“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.”
“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.”
“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?”
“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 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.”
“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.”
“My experience in Brown Thomas is normally very good .However when I visited the Chanel shop on the 26th of December I was left feeling embarrassed and shocked of the customer service in Chanel. I entered the shop at 10 am and I asked to see the jewellery that was on sale . Josefina told me that the prices are Not Ready for next hour and I should come back then. I was about to leave when another assistant had brought out 2 trays of jewellery already priced at the sale price to another 2 customers ( jewellery was already priced with reduced price on each tag) and it looked like they were keeping the sale items for select people ???. I did ask Josefina why she told me that the jewellery was not ready for sale and another SA just brought all of the jewellery out for other customer. She replied with the attitude as if she didn't care "so what". When I purchased 4 items of Jewellery Josefina said there are no original packaging for any of Jewellery but another SA said that there are. I did asked her how would she feel if she got same service if she was a customer ,it was absolutely terrible experience ! It's not the first time I had experienced poor service, ignorant manners from Chanel Sale Assistant in Dublin Chanel store.”
“The worst click and collect service I ever experienced. Waiting over a month for my purchases that were to be Christmas presents. I am extremely disappointed with the lack of customer service, received no updates about my order and no reason or apology on why it was delayed. The only update received as of today was that my order was unidentified by An Post with no apology or offer to make good their wrong. Further it makes no sense as I had selected click and collect so not sure where An Post fit in. I will never again shop in this over hyped and over priced store.”
“A close family member purchased a voucher as an Xmas present in a local BT store and the shop assistant commented on the value of the voucher remarking it wasn’t much of a present.
Absolutely Appalling behaviour.”
“If I could give a zero or a minus rating I would. I have only today been notified that the order I placed in November has been ''cancelled''. There has been no satsifactory or acceptable explanation and absolutely zero proactive updates or communication. At this late stage they seem to believe it is acceptable to just advise you ''cancelled''. There has been no effort to rectify or redeliver even if further delayed. The item is still showing as available on the website (and has been since i placed the order) and its taken a week for my email query to be answered ( only after further chasing) which leaves no time for me to make alternative arrangements. You cant not even call them to speak to someone. Many people and systems have been impacted by COVID but this poor customer service and failure to communicate or even care is simply not acceptable. What message is this sending to the public and its own employees from a company that was once held in high regard and flying the flag for Ireland in terms of quality and reputation. There is a lot more which could be referenced, but all I have asked for is someone to call me to discuss and that has been ignored. This delay and non-delivery could have been simply rectified but they have chosen not to - furthermore there is no doubt they have carried on taking orders from people acting in good faith who stand to be let down. What a shame the ''don't care'' attitude has extended to this once reputable and highly regarded establishment.”
