Browns — Local services in London

I'm going to break this up into two parts. STORE: I had a fine experience in the store. The guy who looked after me was lovely. He was temp staff but still really kind and helpful.

ONLINE: Wow. This might be one of THE worst online shopping experiences I have ever had. They never reply to multiple emails about a faulty product. Wouldn't accept any responsibility for the damaged state in which it arrived and would either take it back for a full refund or offer a 10% discount on it. It's funny, I had this perception of the brand as a luxury shopping destination. It's nothing of the sort. The customer service is shoddy and non-responsive. I checked my bank statement and saw that they had never refunded me the 10% and then emailed them AGAIN to see where my refund was. Quelle surpriswe they never replied to my email so I resorted to CALLING them again. Only then when I called them did the person say that they would refund me.

Anyway moral of the story, avoid the online shop at all costs. Much better service at Selfridges. Also so wild to me that they would send out products that were damaged. When I got in touch with the designer to ask them if they had any advice on how to fix the dress they asked whether the dress had been cleaned improperly. So who knows, this dress was worn and they sold it agan.

Maybe one of the worst customer service...

Browns Fashion are owned by Farfetch and this is the 2nd time i've ordered from them.

My first order was some balenciaga track trainers that when received were missing the spare laces and also the sole was covered in dirt.

No one is perfect so I returned them and put it down to a bad experience. Farfetch also gave me a voucher for free delivery on my next order saying that it would be a perfect experience.

Today I have discovered the definition of a perfect experience from browns/farfetch as I received the phone case I ordered with the leather coming away from the plastic. Again it looked like it had been used, then returned in the hope that the next mug to receive it didn't notice.

See picture to see part of the damage.

In summary, I have had a 100% success rate of browns/farfetch providing a terrible service and I would plead with you all to spend a little bit extra and use somewhere like matchesfashion or mr porter. I've ordered far more from those places and never had a single problem.

ORDER FROM BROWNS AT...

I love luxury shopping, and I have been very fond of Brows. I was really looking forward to experience this new store. However, my experience was very poor and I did not meet the kind of customer service that I am accustomed to. First of all, We know the products are amazing, but I wanted that special extra service from Sales they have associates. There was no service whatsoever. I was trying to understand the material of a bag and nobody showed interest of helping me, even if I asked. We are talking about luxury shopping- And sorry Browns- it’s not just about great interiors and amazing displays.It’s about people. Luxury is about people and storytelling...and you truly missed this point on this new store. So a better trained, approachable and friendly staff would have made the experience worth. Will definitely go buy pieces from a store where they have more knowledge...