“This is by far the worst experience I ever had for online shipping in my life. I placed an order on 8/11/22, item was shipped from UK the next day, arrived to the US on 8/13/22, then it had been sitting at Fedex. According to Fedex, Browns didn't provide commercial invoice with the package, hence it caused customs delay. I have sent four emails to them, every other day, reminding them to provide the missing information to Fedex or the package will be return to the sender, every time they just replied they did, and asked me to monitor the package as well. Today, 8/24/22, I received the email from Fedex saying that my package is being returned to the sender. I will never purchase from Browns fashion again. I am hoping I will receive a full refund with shipping charge once you receive the return package from Fedex.”
“I purchased a $2,500 order from Browns and received an empty box, which has never happened to me before from any company i've purchased from. I inquired about what happened thinking mistake happen, and maybe the person packing my box just didn't include the order, and two weeks later, after talking to many people they said there is nothing they can do about it. After looking into this issue, I read a few other reviews about other people receiving empty packages. This company is absolutely disgusting. I can't speak for the store experience, but if you are putting your money towards an online order, I would try and find those items elsewhere or even better, shop small or from the brand itself. You think that it could never happen to you, but based on the reviews it seems like this happens often. I'm now out 2,500 from a big corporation who sent an empty box....”
“Do not buy!!!!!! Worst customer service ever.
I've been waiting since December for a refund.
Now they say that the brand did not accept the return and I am waiting for them to send me the product (more than 2 weeks ago).
They should be ashamed to leave customers for MONTHS waiting for their money.”
“Do not buy from them. I purchased suit pants from them in summer for over $200. After ironing the fused inner lining got deattached in some areas and look bubbly. I was ironing with the temperature set to what the tag was recommended, so it must be the problem with the fusing, as I never seen anything like this on any other my suit pants/jackets. I contacted their customer support and they replied that this problem was caused by wear and tear! Mind you, I got these pants less than 6 months ago. Talking about sustainability! I mostly work from home so I haven't even worn them often. The store doesn't stand behind their product quality, even the inexpensive clothing brands are now offering you the products that can last years and Browns offers POS that meant to be worn for 6 months and then trashed.”
“Amazing customer service
I was looking to purchase a watch I had seen online. Vlad kindly answered my email quickly. However, I hit the pause button since I am not in London, and wanted to read the reviews before making a large purchase .unfortunately, I read many unkind and worrisome reviews.
Vlad heard my concerns and got Serena the fine watch and jewelry manager involved. She emailed me multiple ways to contact her if the need arose. She explained how they are the flagship store, and proceeded to send me videos and pictures of the watch. Serena made sure to answer all my questions about purchase, return and everything in between with kindness,honesty,patience and professionalism. If the watch ever goes on sale in our price point I wouldn’t hesitate to buy it through Serena.”
“I have bought expensive jewellery and I received an empty box with nothing inside. Brownsfashion told me that they have done investigation ( I am sure they did not do anything) and as a result they decided that everything was done properly! If I had not claimed money from the bank and did not start merchant dispute procedure my money would be gone. This is just shameful. I can not believe this company can be allowed to sell anything to customers!!”
“10 days post purchase and I still don’t have my order !!! Shame on you.
Client service is very unhelpful, keep feeding me with “tomorrows”, but in reality doing nothing. If this “luxury retailer blah-blah” be more professional, they would replace straight away my order.
DISAPPOINTED.
Not buying there again and DONT RECOMMEND”
“Customer service is a joke.
I ordered a pair of shoes from Browns, and package was delivered by FedEx to a locker but got stolen so I never received it.
Talked to the customer service around 10 times. They started two investigations, one can take up to 15-20days. Customer service never keep your case updated, even after the deadline of the investigation. I had to call in. I have evidence of the theft through the locker provider and have file a police report. Well well well Browns probably negotiated some deal with FedEx to jointly deny the evidence of the theft and just told me they can’t issue a refund.
It’s been a month since my package was stolen. And this is what I get. I just regretted not calling my bank for a dispute in the beginning with naive trust in Browns to have professional customer support.
Buyers be aware: if anything goes wrong your money is gone.”
“I have ordered a BLACK GG Marmont Leather Belt sized 90 and I receive another belt, not black and on the receipt is a third belt that is not the one that I ordered and not the one that I received. I know that this is not your fault but is not mine as well. When I bought the belt the price was £330 and now is £355. The costumer service said that Browns cannot exchange only new do a new order. So you send the wrong item and I pay for it? I’m not talking about an order of £20 pounds, I’m talking about £300 pounds. Browns should be more careful as it represents part of the costumer experience. To be honest all of this was very frustrating as Browns is supposed to be a very exclusive and organized company. I will never order from them again.”
“I wish I looked at the reviews before making a purchase. Actually what I am going to do right now is to put a hold on my purchase. I had to call the customer service here in the USA 5 !!! times. I had to go to the bank to make sure that they will not block this transaction and was assured by Browns that all the blocks were listed just to find out one more time that this time I have to take picture of my card and my driver's license and email it to them. Horrible. Horrible. Horrible. Farfetch should be careful who they choose to do their business with. I will leave the same review for them. RUN, RUN, RUN from this "
"company" ......”
“Browns Fashion are owned by Farfetch and this is the 2nd time i've ordered from them.
My first order was some balenciaga track trainers that when received were missing the spare laces and also the sole was covered in dirt.
No one is perfect so I returned them and put it down to a bad experience. Farfetch also gave me a voucher for free delivery on my next order saying that it would be a perfect experience.
Today I have discovered the definition of a perfect experience from browns/farfetch as I received the phone case I ordered with the leather coming away from the plastic. Again it looked like it had been used, then returned in the hope that the next mug to receive it didn't notice.
See attached photo to see one side of the damage.
In summary, I have had a 100% success rate of browns/farfetch providing a terrible service and I would plead with you all to spend a little bit extra and use somewhere like matchesfashion or mr porter. I've ordered far more from those places and never had a single problem.
ORDER FROM BROWNS AT YOUR OWN RISK!”
“Bought several times from them. Once a pair of shoes which was defect. Send first pictures and returned it had a full refund. Just got another pair this week arrived within 2 days, very happy with my order. Thank you”
“Delivered me an empty box and refused to refund! Contacted credit card and they are processing it. The customer service is appalling! And they do not understand the law when I requested for a subject access request. They refused this request which is illegal.
Bad service, on the edge of fraud.”
