The House of Bruar Reviews

Name: The House of Bruar
Rating: 2.08

2.1 Rating 107 Reviews

23 %

of reviewers recommend The House of Bruar

Company Reviews

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Metrics

2.1

Based on 107 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 71%
Accurate And Undamaged Orders	Greater than 90%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Returns & Refunds
Returns Process	Could Be Better

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The House of Bruar 1 star review on 9th August 2024

Anonymous

The House of Bruar 1 star review on 31st August 2022

The House of Bruar 3 star review on 2nd May 2022

Tony Morris

The House of Bruar 1 star review on 8th April 2021

Parkes

Anonymous

Anonymous // 01/01/2019

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“Please do not buy anything online from this company. I ordered sheepskin boots which had bald patches and were worn away at the seams when I received them. Their website avoids to mention that these boots ( and other products) are, in fact, made in China. I have no problem with goods made in China, should I have the opportunity to make an informed purchase - but they should not be advertising under the banner of 'quality Scottish goods' Their customer service stops when you make a purchase. No manager will respond. I have been informed that I need to return the defective items at my own expense. Caveat emptor is the over-riding factor with this company, sadly.”

Helpful Report

Posted 4 years ago

“Just opened my "white" cashmere snood, what an absolute joke!!!!!!! the colour is CREAM exactly the same colour as my other one from John Lewis and the quality of this cashmere is terrible, thin flimsy and very disappointing!!!!!!. will never buy anything from this company ever again , may i suggest you send this item straight back to its manufacturer - China I imagine!!!.”

Helpful Report

Posted 4 years ago

“Bought coin wallet two ears ago for approx £30. In the last 3 months it developed a slight tear which on examination appeared to be a fault in the leather. Bruar states that as it is more than one year since purchase, too bad. Similar wallets in Amazon are less than half price and seem to be at least as good quality so it is goodbye House if Bruar as this is my last purchase.”

Helpful Report

Posted 4 years ago

“Quality garments, superb service, I ordered the wrong size and sent the jacket back free of charge, but neglected to put any details with it. The staff couldn't have been more helpful and understanding, found said jacket, then posted correct size jacket back all within a week. Excellent couldn't be happier.”

Helpful Report

Posted 4 years ago

“Very disappointed with trousers I ordered before Christmas. My normal size 12 ordered but they were too small so returned them having to pay postage and ordered 14. I should have checked their size guide but since trousers I have in 14 fall off me, I didn't think there would be a problem. Replacement arrived after Christmas and couldn't believe they are just as tight as the size 12. Couldn't be bothered to return and pay yet more postage but now have a pair of trousers costing £62 that can never be worn.”

Helpful Report

Posted 4 years ago

“The cashmere jumpers that my husband and son were given for Christmas were only 26" long. Standard length for cashmere!! It was painful trying to get the measurements of other jumpers such as lambswool as they are not shown. We wanted to exchange them. But after talking to customer services, chat on line and finally the shop floor. The lady on the shop floor I couldn't understand. I asked her to repeat what she had said as I am deaf but it annoyed her..I decided it was not worth the hassle.”

Helpful Report

Posted 4 years ago

“I nearly didn’t order from this company after reading the online reviews. I had been looking for something very specific after seeing someone wearing a suede jacket on TV, couldn’t find it anywhere else, so decided to take a chance. I’m very glad I did. The customer service was excellent. I followed their size guide and it fits perfectly. They advised when it would arrive, and that’s when it arrived. It was well packaged. It’s beautiful quality and exactly what I expected. I’m a bit of a bargain hunter and made an exception paying full price for this. So if it hadn’t been perfect, I absolutely would not be writing this review. So just goes to prove that the online reviews shouldn’t always be what makes my decision when ordering online. Thank you House of Bruar, I am a very happy customer and wouldn’t hesitate to order from you again.”

Helpful Report

Posted 4 years ago

“2 faulty wool jumpers returned within 2 months of purchasing. One having only been worn 3 times. No apologies from customer service team at any stage. They offer to send out free return labels which then take 2 weeks to arrive. When returning an item recorded delivery to them, no acknowledgement that it has been received and complaint being dealt with. Very unprofessional and shoddy customer service. Quality of stock has dropped hugely. Unimpressed and unlikely to continue using them. I wonder if they do in fact look at their reviews........ It is no surprise to hear the company is struggling .”

Helpful Report

Posted 4 years ago

“Nice people to deal with but overall poor customer service and poor returns process. I needed to return a jacket (Xmas pressie) as wrong size. The returns process was disgraceful. Paid £4.50 postage, got a returns code which didn't work (almost 20 mile round trip). Paid postage a second time, got a new code which also didn't work (another wasted journey)!!!!! The jacket was finally returned through normal postal service, hence third payment! Contacted House of Briar to complain, requested an exchange for different sized jacket, explained in detail why i needed it quickly and was assured by an advisor that she would ensure the new jacket was sent out ....four days later i now discover its not been sent out after all !!!! In this day and age where customer service matters, the House of Briar is sadly lacking. Shame because the jacket was lovely but because of this experience would never order from them again and would not recommend them to others. Hoping the jacket arrives by mid week but sadly, not sure it will!!!!”

Helpful Report

Posted 4 years ago

“A total joke of a company to be honest. Instead of wasting money and paper sending brochures to people (this isn't 1999), they should concentrate on sending orders on time!! I made a purchase on 1st Jan and opted for next working day delivery. I called them on the 3rd of Jan only to tell me the item hasn't left their store!! That is the first and last time I will be ordering from them!! Ridiculous.”

Helpful Report

Posted 4 years ago

“THEY DON’T DESERVE TO BE IN BUSINESS. TOTALLY INCOMPETENT - AND DON’T SEEM TO CARE. Every time I have ordered from this company they have messed up. They have absolutely no idea how to sell online in the age of Amazon. Their customer service is totally incompetent- and the staff just laugh when you tell them how badly they have let you down. They have no sense of urgency. They get orders wrong. The do not reply to emails. They don’t answer the phone. They take a week to return your call when you can’t get through and they have asked you to leave your number - because they are “unusually busy”. No wonder they are busy - dealing with thoroughly disgruntled and disappointed customers. Don’t ever shop with them - I certainly never will again.”

Helpful Report

Posted 4 years ago

“SERIOUSLY APPALLING CUSTOMER SERVICE! I ordered a red suede belt back in November and paid for express delivery. I received a purple belt. Unfortunately no paperwork or returns information with the belt. At this point I called House of Bruar to be informed that they do not have the ability to email a returns label and I will have to wait for one to be posted. Ten days later I’m on the phone chasing up the label and again after emailing and it finally arrives the week before Christmas. After receiving no returns confirmation that the belt has been received back, I email but get no response. Then on the 31st of December I get an email to thank me for my order and it will be despatched shortly. Again I phone to find out they are sending a replacement (5 weeks later!) I say no thank you and ask for a refund as expressed quite clearly back in November. I’m told it will be two more weeks before I get my refund and that they will not be sending me any kind of email to confirm any of this!! Seriously!! What kind of way is this to operate a business. I’m appalled! HOUSE OF BRUAR!! Why don’t you spend less on glossy brochures and invest it instead on customer service!! Seriously shocking behaviour in today’s market! I will never shop with this company again!”

Helpful Report

Posted 4 years ago

“All I can say is do not order from this company. Everything from the lack of haste in receiving your order, to the atrocious customer service. The failure to return calls, the failure to dispatch the correct goods and finally the failure to refund postage & packing charge for a mistake they made is enough of a reason to avoid this company like the plague. I was left with no Christmas gift for a relative & now I have to chase the refund they promised me. Avoid at all costs!”

Helpful Report

Posted 4 years ago

“Incredibly disappointed with. Not only did they fail to contact me to say that the item I paid for was out of stock, when I chased them, I was not even offered an apology and treated brusquely on the phone. No help offered to rectify their mistake. Everyone makes mistakes, but it’s how you handle them and rectify them that matters.”

Helpful Report

Posted 4 years ago

“Thank you for your lovely classic blouses that arrived today. Yet again I am so pleased. Perfect fit and so very comfortable,quality excellent. Thank you all n Happy Christmas n a Positive and Bright New year.”

Helpful Report

Posted 4 years ago

“Terrible customer service. We ordered a meat delivery which was supposed to arrive a week ago but we are still waiting. When you contact them they just say they'll tell customer services but nobody calls back or seems to do anything. It is an appalling way to treat customers.”

Helpful Report

Posted 4 years ago

“Not at all happy. I ordered shoes from The House of Bruar by mail order and did not receive them. Followed up with Bruar Customer Services who were very helpful and polite but I am still left £99 poorer and without the shoes! I think our lovely postman feels accused and I certainly feel short changed.”

Helpful Report

Posted 4 years ago

“Still awaiting my delivery a week later . Very disappointing”

Helpful Report

Posted 5 years ago

“I was all looking through your brochure, never having come across you before, building up a decent size Christmas order to put in with you. Imagine my horror when I came across your coats and capes and read that the gorgeous fur on it was FOX FUR! How could you?! Who uses real animal fur these days? I am mortified and sickened. Needless to say, I won't be ordering. Shame on you!”

Helpful Report

Posted 5 years ago

“Promised return phone calls not made.”

Helpful Report

Posted 5 years ago

The House of Bruar is rated 2.1 based on 107 reviews