Terrible service. I ordered on Good Friday, and was pleasantly surprised to see next day delivery available - with delivery shown clearly as Sat 5th April. Brakeburn did not dispatch until Tuesday 7th... Zobacz więcej
Reakcja na opinię
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Zobacz, co mówią recenzenci
Evie has been amazing resolving my issue today. I inadvertently discarded the tag off a jacket before my husband tried it on. She kindly advised that I could return it for a different size. Evie has g... Zobacz więcej
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Have ordered a couple of items, one was unusually large so returned it. Refund not received so contacted the company for an update, no response received. And still no refund. Will not buy again. Very... Zobacz więcej
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Wonderful design and wonderful quality. Just received my first order. The material and the make are so good. All the details are there too. The designs are very flattering and elegant. I'm surpri... Zobacz więcej
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Informacje dotyczące firmy
Napisane przez firmę
British easy-living fashion brand. Womens and Menswear. Hand-drawn prints designed in Dorset. Free UK Delivery on all orders over £60 and Free UK Returns.
Dane kontaktowe
Willis Way 1, BH15 3SS, Poole, Zjednoczone Królestwo
- www.brakeburn.com
3,5
Średnia
409 recenzji
Odpowiada na 88% z negatywnych recenzji
Zwykle odpowiada w ciągu 2 tygodni
Jak firma korzysta z Trustpilot
Dowiedz się, w jaki sposób pozyskiwane, oceniane i moderowane są ich recenzje i oceny.
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Terrible service
Terrible service. I ordered on Good Friday, and was pleasantly surprised to see next day delivery available - with delivery shown clearly as Sat 5th April. Brakeburn did not dispatch until Tuesday 7th and then refused to refund the £4.95 delivery charge, claiming I should have noticed on another page that the cut off for next day delivery was 1pm. Their customer “service” assistant Evie refused to engage with my complaint that if that was the case the delivery date should not have been shown as Sat 5th April. To add insult to injury, they have refused to pay out via TopCashback even though I ordered through them. I was a loyal customer but will not use them again.
7 kwietnia 2026
Opinia niezależna
Odpowiedź od Brakeburn
Hi Amy,
Thank you for taking the time to leave us a review. We do apologise that on this occasion you have been left dissatisfied with your experience with us.
When selecting Next Day Delivery at checkout, it confirms that the cut off for dispatch is 1pm, rather than stating a specific delivery date. Any orders placed after this point will be dispatched on the next working day. On this occasion due to the bank holiday weekend, this was Tuesday the 7th when your order was dispatched.
We always want to ensure that our customers have a positive experience with us, and we're always looking for ways to improve, therefore we have fed your comments and experience back to the relevant team in the aim of making this information clearer at checkout in future.
As you had advised that you'd intended to return your full order to us, my colleague has advised that as long as this full return is made within 14 days, your delivery charge will also be refunded to you as standard when your return has been processed. Please be assured that this is not refusal to refund your delivery charge, as this will be refunded with the rest of your order when returned.
Regarding your comments in reference to Top Cashback. Cashback is unfortunately not valid on any orders placed with a discount code not listed by Top Cashback as stated in their terms on site. As on this occasion a discount code was applied when placing this order, this will be why your cashback request was unfortunately not valid on this occasion.
We’re sorry that you have been left disappointed on this occasion. If there is anything else that we can help you with at all, please do let us know.
Many thanks,
Brakeburn Customer Care
No issues with my refund. Quality is excellent.
I ordered 300 squids worth of stuff from their sale as had purchased some t shirts years ago that are still going ok. My stuff ordered arrived quickly, really good quality, great sale prices and lovely fabrics and designs . T shirts are proper t shirt weight not flimsy like some other allegedly quality companies , all the Brakeburn clothes have nice little touches like seam tape on the inside of back of necks on blouses and BB medallion things sewn onto hems. I kept have the stuff just over 120 squids and sent the rest back because of sizing for me being a little off as I am in between sizes. I had my 175 squid refund in just over a week, yes I got a bit itchy feet about it, because being used to John Lewis you get a refund from them almost immediately but BB are a just a small company, so you just got to wait a bit longer, and suffer a small gap in communication because they do t send received returns emails, reading the bad reviews on. Here about returns I would say just give them a bit of time people, let go of the fear. BB are not dishonest and the quality far exceeds JL or M&S own brands. I would just like to know how to review my purchases, I can’t seem to find the info on how to do that on their website.
27 marca 2026
Opinia niezależna
Odpowiedź od Brakeburn
Hi Hazel,
Thank you so much for taking the time to leave us a review and we appreciate your kind words about our brand!
We are so happy to hear that you were with happy with your items and that these were successful for you!
We appreciate your patience while we got the refund sorted and if there is anything else that we can help with, please do not hesitate to get in touch with our customer service team!
We hope that you choose to purchase with us again in future 😊
Kind Regards
Brakeburn Customer Care
Amazing service
Evie has been amazing resolving my issue today. I inadvertently discarded the tag off a jacket before my husband tried it on. She kindly advised that I could return it for a different size. Evie has gone above and beyond. Thank you very much Evie.
18 marca 2026
Opinia niezależna
Odpowiedź od Brakeburn
Hi Lynn,
Thank you for taking the time to leave us a review and we are so happy to hear that Evie was able to help resolve your query!
We are thrilled that Evie was able to get this resolved for you and we do hope that you would choose to shop with us again in the future! 😊
Kind regards
Brakeburn Customer Care
Odpowiedź od Brakeburn
Hi Jane,
Thank you for taking the time to leave us a review and we are so sorry to hear about any disappointment that has been caused!
On looking into this, our team did get into contact regarding your refund within 72 hours of receiving and did confirm that your refund was issued to you on the 24th of February.
We are sorry if you have still haven't received this refund!
Our team have also passed across to you all the necessary details for the refund transaction.
We appreciate any frustration caused and we do hope that if there is anything else that we can help you with, our team will be able to assist 😊
Kind Regards
Brakeburn Customer Care
No refund & no response
Have ordered a couple of items, one was unusually large so returned it. Refund not received so contacted the company for an update, no response received. And still no refund. Will not buy again. Very poor service, multiple review highlight severe delays with refunds.
5 marca 2026
Opinia niezależna
Odpowiedź od Brakeburn
Hi there
Thank you for taking the time to leave us a review!
We are so sorry to hear about any disappointment that has been caused.
We do work to make sure that all of our customers receive a response to their queries within our expected timeframe, and any refunds necessary within our standard timeframe. During busier periods, this can take longer due to the higher volume.
Our team are always more than happy to help get any issues resolved for you so please do not hesitate to reach out and they will be in touch with you asap.
We do hope that this experience has not deterred you from purchasing with us in the future!
If there is anything further that we can do for you, please do not hesitate to reach out.
Kind regards
Brakeburn Customer Care
No Refund…
Ordered two coats one was returned and received refund. The other one i loved but too big so ordered it in smaller size once it was delivered I made sure it fit and then returned the bigger one, that was early February and still haven't had refund??
4 lutego 2026
Opinia niezależna
Odpowiedź od Brakeburn
Hi Erica,
Thank you for taking the time to leave us a review and we are so sorry to hear that you have not received this refund!
If you have still not received this back to yourself, please reach out to our online customer service team who will be more than happy to get this sorted for you asap 😊
Kind regards
Brakeburn Customer Care
Not overwhelmed in any way!
Similar to previous review regarding sizing issues. I had ordered two sizes in coats for choice and had to return both. I finally ordered a third size that fitted but am not overwhelmed with it, although have kept it. Nevertheless, the first two coats were returned and received back by them on 18 February, but still no refund. I emailed them and their reply back on 26 February confirmed their receipt of the coats, that it does take 5-10 working days, that the team would be processing it and would email me to confirm when refund was on it's way. However, that was six days ago and I am still waiting. Extremely poor service and I won't be buying from them again.
26 lutego 2026
Opinia niezależna
Odpowiedź od Brakeburn
Hi Vee,
Thank you for taking the time to leave us a review and we are so sorry to hear about any disappointment that has been caused!
We aim to process your return within 5–10 working days of receiving your returned item. During particularly busy periods, this may take longer. We are sorry for how long this refund process has taken for you!
Our team are always more than happy to look into this further and help as best as they can to get the refund sorted for you 😊
Please do not hesitate to reach out if there is anything we can help you with 😊
Kind Regards
Brakeburn Customer Care
Wonderful design and wonderful quality.
Wonderful design and wonderful quality.
Just received my first order. The material and the make are so good. All the details are there too. The designs are very flattering and elegant. I'm surprised this brand is less well known than Joules or Whitestuff or Fat Face. I really love the style and will be my regular go-to from now on!
Can't comment on customer service, as haven't needed to use.
27 lutego 2026
Opinia niezależna
Odpowiedź od Brakeburn
Hi Rolanda,
Thank you so much for taking the time to leave us a review and we appreciate your kind words about our garments!
We do hope that you will be back to shop with us again in the future 😊
Kind Regards
Brakeburn Customer care
Bought a couple of things in the sale
Update: received the refund. Ordered more items which are perfect.
Bought a couple of things in the sale, they're very good quality.
Unfortunately another couple of things had to be returned as I found the sizes were out especially the jumpers and jackets.
A bit concerned as it's been over a week since I returned them and the credit to my PayPal account still isn't showing. I've never waited this long for a refund to my PayPal account. When I return anything to a high street shop it appears almost immediately to PayPal.
2 lutego 2026
Opinia niezależna
Odpowiedź od Brakeburn
Hi there
Thank you for taking the time to leave us a review!
We appreciate your kind words about our items!
I do apologise for how long the refund process has taken for you and our customer service team will be happy to investigate into this for you. If you still have not received this refund, please feel free to reach out to us using our enquires form on our website and our team will be more than happy to get this sorted for you!
Kind Regards
Brakeburn Customer Care
Brakeburn lovely dress - prompt response & delivery
The dress I ordered from Brakeburn was the blue Lilliput cord tartan midi dress. I ordered it a few days away from the Scottish Burn's night on 25th Jan. The party was then changed to 24th Jan. I contacted Brakeburn customer service immediately after placing my online order & asked if they could change it to express/next day delivery. They responded almost immediately, they do not do express delivery, but they despatched my dress promptly and it arrived on 24th Jan. An excellent service and the dress is perfect, a lovely fine cord, smart & fits well. It was admired by girlfriends & I told them it was from Brakeburn. One happy customer!
21 stycznia 2026
Opinia niezależna
Odpowiedź od Brakeburn
Hi there
Thank you so much for taking the time to leave us a review and we are so happy to hear that the dress arrived in time for the party!
We are thrilled to hear that you love this garment and that you were satisfied with your purchase.
We do hope that we will be able to serve you again in the future! 😊
Kind regards
Brakeburn Customer Care
Excellent customer service
I had not received refunds for two of my returns. I emailed Brakeburn and it was resolved within the day by Evie. Very impressed with the speed of the service and excellent customer service kept me informed throughout.
19 stycznia 2026
Opinia niezależna
Odpowiedź od Brakeburn
Hi Alex
Thank you for taking the time to leave us a review and we are so happy to hear that Evie was able to get this resolved for you promptly!
We do hope that you would choose to shop with us again in the future 😊
Kind Regards
Brakeburn Customer Care
Slow Delivery, Slow returns, no live customer support
I ordered some clothes at the end of November, the clothes took ages to arrive (around 2 1/2 weeks). The quality of the clothes was good but also ordered some slippers that did not fit. I arranged for them to be returned and sent them back at 31st December, tracking says they arrived at Breakburn on 3rd Jan but i still do not have a refund and its now 17th Jan. There is no live customer support option to query this with them (no phone or live chat) so have to query this over email which is taking ages due to them asking loads of questions back and forth. The clothes seem good but they are unfortunately let down by poor delivery / returns and customer service.
1 grudnia 2025
Opinia niezależna
Odpowiedź od Brakeburn
Hi Sam,
Thank you taking the time to leave us a review and we are so sorry for any disappointment caused by the delays within our dispatch and refunds around this time period.
We are so sorry for the wait time in getting this order to you and getting the refund processed.
Unfortunately, due to the end of season sale period, we can experience some delays within our usual promise times of getting orders sent and refunds processed due to receiving such a higher volume.
Please be assured that we will do everything that we can to get our orders dispatched and our refunds issued as soon as possible during these busier periods.
We do hope that this does not deter you from shopping with us again in the future and if there is anything else that we can do for you, please do not hesitate to get in touch with our customer service team!
Kind Regards
Brakeburn Customer Care
Brakeburn is a quality company
Brakeburn is a quality company
The quality of their goods are second to none..good materials and well finished garments ..also quick speedy delivery
14 stycznia 2026
Opinia niezależna
Odpowiedź od Brakeburn
Hi there
Thank you for taking the time to leave us a review and we are so happy to hear that you were happy with our garments and that these were delivered to you efficiently!
We do hope that you would choose us again in the future 😊
Kind Regards
Brakeburn Customer Care
Excellent communication
Excellent communication, service. Evie in particular was very friendly, responsive and professional. Customer service 5 star!
5 stycznia 2026
Opinia niezależna
Odpowiedź od Brakeburn
Hi there
Thank you for taking the time to leave us a review and we are so happy to hear that Evie was able to help you with your query!
We are thrilled that our customer service team were able to help and we do hope that you choose to shop with us again in the future! 😊
Kind Regards
Brakeburn Customer Care
Has gone downhill
I'll preface this by saying I own lots of Brakeburn clothes. I love their dresses and I'm wearing one of their cardigans right now.
Made a big order during black friday, over £220. Came quickly, I tried everything and decided to keep one dress only. Sent everything back, they received it on 6th December and....I still haven't been refunded.
CS has been asking me to be patient but there's no definite timeline for refunds. Over 10 working days have passed already and with Christmas coming I doubt I'll receive my money before January.
So yeah, beware of refunds.
19 grudnia 2025
Opinia niezależna
Odpowiedź od Brakeburn
Hi there
Thank you for taking the time to leave us a review and we appreciate your patience while we get the refund process organised.
We are so sorry for any disappointment by the wait time for your refund and please be assured that this is something that we are working on as hard as we can to get through and expedite.
Due to being closed over the Christmas and New Year period, there has been some delays in our usual refund processing time and this is something our team are working on as quick as possible.
We appreciate our customers patience during this and please be assured we are doing everything we can to get your refund issued asap.
Kind regards
Brakeburn Customer Care
Like another customer i have ordered…
Like another customer i have ordered items marked as in stock on the website only to be told 3 days later that they are no longer available. This has happened 3 times now and before Christmas its really annoying as i am nearing the postal cut off!
It's a shame as i now will never use them again.
19 grudnia 2025
Opinia niezależna
Odpowiedź od Brakeburn
Hi Sophie,
Thank you for taking the time to leave us a review and we are so sorry to hear about any disappointed that has been caused on this occasion.
During busier periods such as our Black Friday sale and over the Christmas period, we have lots of customers on site purchasing at one time. Due to this, our stock holding can change very quickly. Whilst our systems will refresh as quickly as possible to reflect real time stock availability, occasionally an item may go out of stock before our system has had the time to update.
We are so sorry to hear that this has happened to you on multiple occasions and this is something that our team are working to improve upon this to prevent this issue occurring again in the future.
We are sorry that on this occasion this could not be fulfilled, if there is anything else that we can help you with at all, please don't hesitate to reach out.
Kind Regards
Brakeburn Customer Care
Evie at Braeburn REALLY helped sort out…
Evie at Braeburn REALLY helped sort out an order. Great communication and understanding from her. Thank you. Top marks. Merry Christmas too
10 grudnia 2025
Opinia niezależna
Odpowiedź od Brakeburn
Hi there
Thank you for taking the time to leave us a review and we are so happy to hear that Evie was able to help you with your order!
We hope you choose to shop with us again in the future and if there is anything else that our team can help you with, please feel free to reach out 😊
Kind regards
Brakeburn Customer Care
Disappointed and would not order again
Ordered 2 pairs of Frosty Morning Slippers on the Black Friday sale. They then emailed to say the items were out of stock and being refunded. When I went on the site the item was in stock at the full price in the size I ordered! I emailed them with a screenshot showing the availability and asking them to dispatch it and was told it had already been refunded and that was that. I may have got another pair of the same elsewhere on a deal from other stockists on Black Friday but have now missed this opportunity due to Brakeburn’s poor service. I would have expected them to try and resolve the issues and get my order out to me as stock became available. I see that this issue has also happened to other people in the reviews. I would not purchase from them again.
11 grudnia 2025
Opinia niezależna
Odpowiedź od Brakeburn
Hi Rachel,
Thank you for taking the time to leave us a review and we are so sorry to hear about any disappointment that has been caused due to the out of stock item within your orders.
During busier periods such as our Black Friday sale, we have lots of customers on site purchasing at one time. Due to this, our stock holding can change very quickly. Whilst our systems will refresh as quickly as possible to reflect real time stock availability, occasionally an item may go out of stock before this has had the time to update.
We can only apologise that this happened to twice during this time. This is not the experience that we would expect for our customers to receive, and we're working to improve upon this to prevent this issue occurring again in the future.
Occasionally, after an item has been marked as out of stock and a refund has been initiated. This item may become available again as customer returns are processed, unfortunately this is not something we're always able to anticipate however the team will always try to rectify the situation as best as possible.
We are sorry that on this occasion this could not be fulfilled, if there is anything else that we can help you with at all, please don't hesitate to reach out.
Kind regards,
Brakeburn Customer Care
Great customer service( Gabriela)
Great customer service( Gabriela)
Kind and extremely professional
8 grudnia 2025
Opinia niezależna
Odpowiedź od Brakeburn
Hi there
We are so happy to hear that Gabrielle was able to help with your query and we do hope that you would choose to shop with us again in the future! 😊
Kind regards
Brakeburn Customer Care
First time I ordered I got a…
First time I ordered I got a notification a week later to say the product was out of stock.
Ordered on the 29th Nov, apparently dispatched 3rd of Dec but then get a notification on 9th of December to say one of the items is now unexpectedly out of stock , 11 days after my order. Another email today to say the refund could take up to 10 days, at which point they will have had my money for nearly a month. Not at all impressed.
I will say the clothing I did receive is lovely and nice quality but just very slow service as it eventually came on the 10th so nearly 2 weeks after ordering.
9 grudnia 2025
Opinia niezależna
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