Reviews Analysed
20
We Collect & Analyse Reviews
Browns Fashion
Experiences & Reviews
Browns Fashion is a London‑based luxury fashion retailer and e‑commerce platform, known for stocking designer brands and operating both a flagship store and an online shop. Founded as an independent boutique, Browns was acquired by Farfetch and continues to trade internationally via brownsfashion.com. Consumers researching Browns often look for information on shipping, returns, authenticity, customer service and pricing for high‑end labels.
Overview & Key Metrics
Positive Sentiment
15%
Latest Review
30d
Overall Rating
1.6
Our Analysis
🎯
Service quality
Frequent reports of cancelled orders, refusal to resolve product faults and unsatisfactory after‑sales support; a minority praise overall service.
Share
Weak
18%
💰
Value for money
Mixed reports: some customers cite competitive designer pricing, while others say damaged items, cancelled orders or low compensation reduce perceived value.
Share
Weak
8%
⚡
User experience
Several reviewers report delivery or website problems and slow in‑store or online support; a smaller group report fast delivery and smooth purchases.
Share
Weak
12%
🔧
Product quality
Numerous complaints about faulty, damaged or misdescribed items (rips, stains, wrong colour, defective jewellery); few positive product reports appear.
Share
Weak
9%
📞
Communication
Widely reported lack of responsive customer contact: unanswered emails, delayed replies and disputed refunds; occasional mentions of good communication exist.
Share
Weak
23%
⭐
Overall experience
Overall sentiment in these reviews is negative: many customers report unresolved refunds, cancellations and quality problems, though some praise smooth orders.
Share
Weak
30%
Our Independent Methodology
How we analyse customer reviews without bias
Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
100% Independent
Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 20 verified reviews (September 2025).
I placed an order from Brown's 2 weeks…
"I placed an order from Browns 2 weeks ago yet never received any updates, tracking, or shipment. I contacted Browns several times via their customer s..."
Gio V
Trustpilot
Sep 30, 2025
Featured for: Cancelled order, poor communication
Do not purchase online,
"I’ve purchased in store at Browns several times and never had an issue, HOWEVER, on this occasion, I purchased a piece of fine jewellery (necklace) th..."
KN
Trustpilot
Sep 30, 2025
Featured for: Damaged jewellery, low compensation offered
Great all round
"Great Prices, Good Comms and really fast del..."
ANDREW
Trustpilot
Sep 30, 2025
Featured for: Positive: good comms and fast delivery
I didn't receive the item and Browns refuses to refund
"I purchased a Gucci women's schoolbag from this website on May 1st. The delivery address is Macau. The order number is: YZNHBT. The other party showed..."
Elaine Everett
Trustpilot
Sep 30, 2025
Featured for: Delivery lost; refund refused
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 20 reviews
All Customer Reviews
Sources: Trustpilot (20) · Quotes shortened · As of: September 2025
G
Gio V
trustpilot.com
Sep 30, 2025
I placed an order from Brown's 2 weeks…
I placed an order from Browns 2 weeks ago yet never received any updates, tracking, or shipment. I contacted Browns several times via their customer s...
I
Isabel Russell
trustpilot.com
Sep 30, 2025
Order number
Order number: BXAWJ2 Placed an order for over £10k which they ca...
C
Christine
trustpilot.com
Sep 30, 2025
Scam alert!
Scam alert! This is a total scam website and there is no store in the UK. All items are manufactured in Chine and then shipped. Customer Service...
B
BB
trustpilot.com
Sep 30, 2025
Contacted customer service in relation…
Contacted customer service in relation to an in store query, it is not possible to contact the store by phone and it took...
r
rick daunter
trustpilot.com
Sep 30, 2025
Avoid like the plague
Avoid like the plague, bought a jacket that bore no resemblanc...
T
Tom Pickering
trustpilot.com
Sep 30, 2025
Avoid they're scammers
...
T
Thomas
trustpilot.com
Sep 30, 2025
Unhelpful with Faulty Item
An item I bought developed a fault, I contacted Browns about this but they refused to help saying that the time I contacted was outside of my consumer...
E
Elena
trustpilot.com
Sep 30, 2025
SHAME ON BROWNS
They shipped me a wrong colour bracelet, i send an email to annouce this, they doesnt response, then i send bracelet back and they do not accept...
K
KN
trustpilot.com
Sep 30, 2025
Do not purchase online,
I’ve purchased in store at Browns several times and never had an issue, HOWEVER, on this occasion, I purchased a piece of fine jewellery (necklace) th...
A
Anonymous
trustpilot.com
Sep 30, 2025
Dont order from this site
Dont order from this site. They are not very reputable. When i aske...
A
AnnaM
trustpilot.com
Sep 30, 2025
No delivery at all
I've been waiting for the express delivery (for which I paid extra for) of the purchased item for 1,5 weeks by now. According to the delivery status i...
F
Franchesca Hierro
trustpilot.com
Sep 30, 2025
I bought a shirt from here I didn’t…
I bought a shirt from here I didn’t even get to wear the shirt because once I put my head in the shirt ripped I send it back I even let them know the...
D
DV
trustpilot.com
Sep 30, 2025
Missing refund for weeks and no customer support response
I've been shopping at Browns for years with absolutely no issues, in fact it was one of my favorite places to shop! However, my most recent order has...
K
Kamil
trustpilot.com
Sep 30, 2025
Balenciaga Triple S Denim Black
Everything as it should be order on time. I'd l...
A
Alex
trustpilot.com
Sep 30, 2025
Generally a good experience
Had a generally decent experience. Ordered leather SLP jacket on the 14th June, received on 19th June. The prices are great, muc...
A
ANDREW
trustpilot.com
Sep 30, 2025
Great all round
Great Prices, Good Comms and really fast del...
E
Elaine Everett
trustpilot.com
Sep 30, 2025
I didn't receive the item and Browns refuses to refund
I purchased a Gucci women's schoolbag from this website on May 1st. The delivery address is Macau. The order number is: YZNHBT. The other party showed...
H
HR
trustpilot.com
Sep 30, 2025
Extremely disappointing experience.
Very, very disappointed with Browns Fashion. The website is clunky and offers extremely poor UX. I purchased an expensive white t shirt which arrived...
V
Victoria Louise
trustpilot.com
Sep 30, 2025
Denying a return that was in my possession for 1.5 hours
Returned some 'distressed Balenciaga Leopold ballet flats' my return is being rejected because they are 'more distressed and bent than how they were s...
R
RR
trustpilot.com
Sep 30, 2025
Non-Existent Customer Service
Good luck if you email Browns Fashion with a question or request -- they never got back to me, despite three attempts. Extremely unprofessional. Any c...
Conclusion
Recent reviews in this sample show a clear pattern of customer frustration around order cancellations, unresolved refunds, delayed or absent replies and a number of product defects. A minority of customers report positive experiences with prompt delivery, clear communication and competitive pricing. For consumers buying designer goods from Browns, it is sensible to check stock and return policies carefully, keep documented proof of purchase and consider insured, tracked shipping for high‑value items. If buying online for an important occasion, consider purchasing in‑store or using alternative authorised retailers where immediate returns and in‑person inspection are possible.