Reviews often point to repeated issues with returns, refunds, and order fulfilment. Many customers say customer service goes quiet when problems come up. A smaller group reports quick delivery and helpful support on specific orders. Overall, the feedback splits between frequent operational breakdowns and occasional positive experiences.
Examples from available reviews (Jan 2019 – Mar 2026).
Waiting a month for a refund after receiving the wrong item; emails unanswered.
“I am still waiting for a refund after a month of them sending me the wrong item .”
Paid $2,500 and received an empty box with no resolution from the company.
“I purchased a $2,500 order from Browns and received an empty box”
Good prices, clear communication and fast DHL delivery.
“Great Prices, Good Comms and really fast delivery by DHL.”
Staff responded promptly and provided thorough, helpful support for a watch purchase.
“Serena made sure to answer all my questions about purchase, return and everything in between”
Customers often describe cancelled orders, wrong or empty deliveries, and refunds that stay unresolved for long periods. Several say returns were refused or they were offered partial refunds instead of a replacement or full repayment. A small number report smooth handling and satisfactory outcomes on individual purchases.
Many reviews say money was lost because refunds were not processed or returns were rejected, sometimes on high-value orders. Others mention competitive prices and purchases that matched expectations. Reports of partial discounts or withheld refunds reduce the sense of value for several customers.
Delivery ranges from fast, two-day arrivals to orders buyers say never left the seller’s premises. One reviewer describes the website as clunky and difficult to use. Courier experiences vary too, with DHL and FedEx appearing in both positive and negative accounts.
Several complaints mention items arriving damaged, used, or not as described, including ripped shirts and detached linings. Some customers also say they received empty jewellery or accessory boxes. Positive notes about expected item quality appear as well, but less often.
Many reviewers mention emails going unanswered, repeated calls, and long waits for stock checks or updates. A few describe admin mistakes, including missing commercial invoices that stopped returns. One review praises a named staff member for fast, thorough help, but it reads as a one-off.
Reviews show a sharp split between frequent, serious service problems and a smaller number of smooth transactions. Most negative accounts focus on refunds, returns, and weak follow-up. Positive comments highlight fast delivery and helpful intervention from individual staff.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (22) · Reviews (20) · Quotes shortened · As of: March 2026
Waiting a month for a refund after receiving the wrong item; emails unanswered.
“I am still waiting for a refund after a month of them sending me the wrong item .”
Returned bag stuck in Customs and customer service will not process the refund.
“Browns obviuosly will not process my refund of £2,279”
Order was cancelled without notice and customer service was unresponsive.
“my order has been cancelled due to the item being out of stock!”
A high-value order was cancelled unexpectedly with poor customer service.
“Placed an order for over £10k which they cancelled unexpectedly.”
Reviewer alleges the website is a scam and refunds are unavailable.
“Scam alert! This is a total scam website”
Contacting customer service took nearly two weeks and was difficult.
“it took nearly two weeks for customer service to check the stock.”
Jacket did not match the advert and was very poor quality.
“bought a jacket that bore no resemblance to the advert”
Reviewer warns others that the company are scammers.
“Avoid they're scammers”
Received a faulty item and customer service refused to assist or reply.
“They have sent me a faulty item and are now refusing to make this right.”
Received wrong-colour item, returns not accepted and customer service ignored emails.
“They steal my money and also the bracelet.”
Damaged necklace arrived and customer service offered only a 5% discount.
“offered me a measly 5% damage discount to keep the item”
Reviewer says the site is not reputable and customer service provided no assistance.
“When i asked for assistance regarding my order, I did not get any help at all.”
Paid for express delivery but item did not ship and queries were ignored.
“the purchased item has not yet even left their premises.”
Shirt ripped on first wear and customer service refused to help.
“once I put my head in the shirt ripped”
Partial refund showed and customer service has been unresponsive for weeks.
“I have been emailing for over 3 weeks regarding a missing refund”
Order arrived on time and reviewer was pleased with the purchase.
“Everything as it should be order on time.”
Decent experience with quick delivery and good prices, though DHL underperformed.
“The reason didn't give full stars is due to the bad performance from dhl”
Good prices, clear communication and fast DHL delivery.
“Great Prices, Good Comms and really fast delivery by DHL.”
Package was returned by the carrier and the company refuses to refund.
“Now the other party (website) refuses to refund.”
Website is clunky, item arrived stained and customer service did not respond.
“The website is clunky and offers extremely poor UX.”
Return was rejected despite minimal wear and the reviewer lost £360.
“My return is being rejected because they are 'more distressed and bent than how they were sent out'???”
Multiple email attempts received no reply from customer service.
“Good luck if you email Browns Fashion with a question or request -- they never got back to me”
Items were poor quality and the returns and refund process was ignored for months.
“after 6 months the goods have now just come back to me (!!) and the company will not reply!!!!!”
Received an empty box and incorrect items; company denied responsibility.
“they mailed me an EMPTY BOX!!”
Reviewer advises against buying due to incompetent and gaslighting customer service.
“If anything goes wrong prepare to be gaslit by incompetent customer service.”
Return was never refunded and the reviewer claims they lost €215.
“My return was never refunded I was stolen 215 euros”
Package was returned because a commercial invoice was missing and company failed to assist.
“According to Fedex, Browns didn't provide commercial invoice with the package”
Refund process was chaotic with couriers failing and many unanswered communications.
“Worst experience ever getting a refund, couriers not turning up etc..!”
Company refused to refund claiming the boutique did not accept the return.
“Refusing to give me a refund as the ‘boutique didn’t accept my return’.”
Paid $2,500 and received an empty box with no resolution from the company.
“I purchased a $2,500 order from Browns and received an empty box”
Long unresolved refund since December with the company leaving issues outstanding.
“I've been waiting since December for a refund.”
Suit pants lining detached after ironing and company blamed wear and tear.
“After ironing the fused inner lining got deattached in some areas”
Staff responded promptly and provided thorough, helpful support for a watch purchase.
“Serena made sure to answer all my questions about purchase, return and everything in between”
Received an empty jewellery box and the company investigation failed to resolve it.
“I received an empty box with nothing inside.”
Return was received but no refund has been issued despite the passage of time.
“RECEIVED MY RETURN 2.12.2021 TILL TODAY HAVE NOT GOT MY RETURN”
Order delayed beyond ten days with unhelpful customer service making empty promises.
“10 days post purchase and I still don’t have my order !!!”
Package stolen from a locker and customer service failed to resolve or refund.
“package was delivered by FedEx to a locker but got stolen so I never received it.”
Received the wrong high-value belt and company refused to exchange it.
“I have ordered a BLACK GG Marmont Leather Belt sized 90 and I receive another belt”
Multiple calls were needed and the reviewer had to send ID images, causing concern.
“I had to call the customer service here in the USA 5 !!! times.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Browns Fashion is an online retailer selling designer clothing, footwear, bags, and accessories. The website features items from established luxury brands and contemporary designers. Customers can create accounts, place orders, and use the site for shipment tracking and returns. The business ships internationally and posts delivery and returns policies for online orders. Support is available by email and phone.