Many reviews describe refunds that never arrive, cancelled orders, and wrong or empty deliveries. Customers often mention weak follow-up after returns and having to send repeated emails. A smaller group reports fast delivery, sharp designer prices, and helpful support from specific agents. Overall, the reviews swing between frequent low-star complaints and occasional five-star experiences.
Examples from available reviews (Jan 2019 – Mar 2026).
High-value order was unexpectedly cancelled with poor service.
“Placed an order for over £10k which they cancelled unexpectedly.”
Received empty box for a $2,500 order; company failed to resolve issue.
“I purchased a $2,500 order from Browns and received an empty box”
Customer service representatives provided prompt, detailed help and built trust.
“Vlad kindly answered my email quickly.”
Great prices, good communication, and fast DHL delivery; reviewer recommends Browns.
“Great Prices, Good Comms and really fast delivery by DHL.”
Service complaints lead the reviews, mostly around returns, refunds, and cancelled orders. Several reviewers describe high-value orders being cancelled or refunds moving slowly with no clear outcome. Positive service stories appear, but far less often and usually focus on one-off experiences.
Several reviewers say they lost money through partial refunds, returns being refused, or deliveries that never showed up. Others point to strong prices on designer items and say they buy again because of the value. Mentions of good pricing come up less often than complaints about losses.
Reviews mention site and process friction, including a clunky website, phone support that’s hard to reach, and long stock checks. Some customers describe repeated problems with login, tracking, or returns during their order. A few note easy ordering and quick delivery, but those comments are not common.
A recurring theme is items arriving damaged, used, or not the right product. Examples include ripped shirts, detached linings, and items that don’t match the photos. Positive notes about fit and condition show up in a smaller share of reviews.
Many reviewers report no reply, slow responses, or mixed messages from customer support. Some say it took repeated calls and mention missing customs paperwork. A few reviews praise specific staff for fast, helpful communication, but those are limited.
The reviews show a clear divide: many low ratings and a smaller set of high-rated orders. Negative feedback often starts after purchase, while positive reviews focus on quick delivery and responsive agents. The gap between these experiences stands out across the entries.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (22) · Reviews (20) · Reviews (1) · Quotes shortened · As of: March 2026
Wrong item sent and no email responses; reviewer opened bank dispute.
“I am still waiting for a refund after a month of them sending me the wrong item .”
Returned bag stuck in customs and Browns won't process refund or contact customs.
“Browns obviuosly will not process my refund of £2,279”
Order cancelled and customer service was unresponsive and dishonest.
“my order has been cancelled due to the item being out of stock!”
High-value order was unexpectedly cancelled with poor service.
“Placed an order for over £10k which they cancelled unexpectedly.”
Reviewer alleges site is a scam with no refunds or support.
“Scam alert! This is a total scam website and there is no store in the UK.”
Could not contact store by phone; stock check took nearly two weeks.
“it is not possible to contact the store by phone”
Purchased jacket differed from advert and had very poor quality.
“bought a jacket that bore no resemblance to the advert and absolute terrible quality.”
Reviewer warns others to avoid Browns as scammers.
“Avoid they're scammers”
Received a faulty item and Browns refused assistance or replies.
“They have sent me a faulty item and are now refusing to make this right.”
Received wrong item, returns rejected and no response to many emails.
“They steal my money and also the bracelet.”
Damaged designer necklace arrived; Browns offered inadequate compensation and poor support.
“measly 5% damage discount”
Reviewer advises against ordering due to lack of assistance and poor reputation.
“Dont order from this site.”
Express delivery failed; item never left premises and company ignored requests.
“the purchased item has not yet even left their premises.”
Shirt ripped immediately and company refused to remedy the sewing defect.
“once I put my head in the shirt ripped”
Missing partial refund and absent customer support after weeks of emails.
“only a partial refund showed up on my credit card statement.”
Order arrived on time; reviewer satisfied and intends to order again.
“Everything as it should be order on time.”
Good prices and timely delivery, but DHL's poor performance reduced rating.
“The prices are great, much better than other places especially for Saint Laurent.”
Great prices, good communication, and fast DHL delivery; reviewer recommends Browns.
“Great Prices, Good Comms and really fast delivery by DHL.”
Package returned at carrier; Browns refuse refund and blame customer.
“Now the other party (website) refuses to refund.”
Website UX was poor and a stained shirt arrived with no customer service response.
“website is clunky and offers extremely poor UX.”
Return rejected despite brief wear; reviewer alleges theft of £360.
“my return is being rejected”
Customer service never replied after multiple email attempts.
“they never got back to me”
Poor quality goods, inadequate refund offer, and returns mishandled with no reply.
“They said I could have 10% refund which I obviously declined”
Received empty box and incorrect items; company misled and changed responses.
“they mailed me an EMPTY BOX!!”
Reviewer warns that customer service gaslights and is incompetent when issues arise.
“prepare to be gaslit by incompetent customer service.”
Return not refunded; reviewer claims being shorted €215.
“I was stolen 215 euros”
Customs delay caused by missing commercial invoice; Browns failed to supply information.
“Browns didn't provide commercial invoice with the package”
Refund process chaotic with courier failures and unresponsive customer service.
“Lost count of number of emails and calls!”
Customer service refused refund claiming boutique didn't accept the return.
“Worst customer service.”
Received empty box for a $2,500 order; company failed to resolve issue.
“I purchased a $2,500 order from Browns and received an empty box”
Long, unresolved refund delay since December with no action.
“I've been waiting since December for a refund.”
Suit pants lining detached early and company blamed normal wear.
“this problem was caused by wear and tear!”
Customer service representatives provided prompt, detailed help and built trust.
“Vlad kindly answered my email quickly.”
Received empty box for jewelry; bank dispute recovered money after poor investigation.
“I received an empty box with nothing inside.”
Returned item on 2/12/2021 and never received refund or return.
“HAVE NOT GOT MY RETURN”
Confusing at first but convenient and great service I ordered $295 worth cap at Browns Fashion website and I was impressed with the product. The first thing I noticed is that it fits perfectly and the color of the cap was exactly what I ordered. Secondly, the fast shipping service caught my attention. It arrived at my doorstep a week after I placed an order which is pretty quick from its very first day of business. Thirdly, it's truly amazing how helpful their customer service team was in handling emails and phone calls. In fact, they even let me know the status of my order every step of the way until I got it. That's why I am giving them five stars for their quick and hassle-free service. I’m a happy (and now a loyal) customer ❤️
Order not received after ten days and customer service offered empty promises.
“10 days post purchase and I still don’t have my order !!!”
Package stolen from locker and Browns refused refund despite investigations and evidence.
“package was delivered by FedEx to a locker but got stolen”
Wrong belt received and Browns refused an exchange, forcing a new purchase.
“I have ordered a BLACK GG Marmont Leather Belt sized 90 and I receive another belt”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Browns Fashion is a luxury fashion retailer with an online store and a physical presence in the UK. It sells designer clothing, shoes, bags, and accessories for men and women. Product pages show photos, size information, and brand details. Browns offers international shipping, returns handling, and standard online payment options.