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.
Examples from available reviews (Jan 2019 – Feb 2026).
Order was cancelled without notice and customer service was unresponsive.
“my order has been cancelled due to the item being out of stock!”
Damaged necklace arrived and customer service offered only a 5% discount.
“offered me a measly 5% damage discount to keep the item”
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.”
Frequent reports of cancelled orders, refusal to resolve product faults and unsatisfactory after‑sales support; a minority praise overall service.
Mixed reports: some customers cite competitive designer pricing, while others say damaged items, cancelled orders or low compensation reduce perceived value.
Several reviewers report delivery or website problems and slow in‑store or online support; a smaller group report fast delivery and smooth purchases.
Numerous complaints about faulty, damaged or misdescribed items (rips, stains, wrong colour, defective jewellery); few positive product reports appear.
Widely reported lack of responsive customer contact: unanswered emails, delayed replies and disputed refunds; occasional mentions of good communication exist.
Overall sentiment in these reviews is negative: many customers report unresolved refunds, cancellations and quality problems, though some praise smooth orders.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (22) · Reviews (20) · Quotes shortened · As of: February 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 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.