Brora Arvostelua 

The men’s section gets worse every year. They have abandoned the zip hoody’s. Also the dressing gowns. And the thick turtle necks. It’s sexist

Buyer beware. If you make the effort to go to one of the few stores they still have open, they only give you 14 days for a refund, even though online purchases have an extended Christmas refund period until 10 January 2025. Husband just made 2hr return trip to store today and tried to return scarf he bought me for Christmas on 14 Dec 2024. Refused refund as ‘too late’ (14 days ended on 28 December 2024). There is no notice by the till in the shop stating the policy and the shop assistant did not make him aware of the returns policy when he purchased the scarf. Zero customer service and zero transparency on in-store returns.

I made a complaint about a pair of shoes that kept slipping off. Two other reviewers had made the same complaint. I had put protector on the shoes and worn them outside several times. I was very aware that this was outside the Brora returns policy. My first email was ignored. In response to my follow up email, rather than acknowledge a legitimate complaint, customer services suggested I sell the shoes on a third-party site if I wanted any money back. I posted a review on the Brora site but it was not published. I am more upset by the lack of customer service than by the shoes.

Ordered 3 pairs of earrings as Christmas gifts. One pair was faulty as the stones down the centre of one of the earrings were obviously shorter than on the other earring and I wouldn’t gift them anyone. They look very different to the image on the website. Policy says they issue a refund if the item is faulty however they choose to decide it isn’t faulty and act like they’re doing me a favour issuing a gift card as a ‘goodwill gesture’ when I should be getting a refund all day long! Apparently the ‘design team’ state that ‘ the pattern is mirrored as you can see by the website so both will not match but will mirror the design’. I don’t expect the pattern to be identical but I DO expect the stones to be the same length on both earrings. From my viewpoint this IS a fault. These earrings are selling for over a £100! If I could I would send all 3 pairs back as once this is hopefully resolved I will not deal with this company again. Their customer service is poor and the customer’s opinion clearly means nothing.
Tip to customers - if you’re sending a ‘faulty’ item back for a refund take photos first as this company will deny fault.
I wonder if they would use an image of the earrings I received to advertise them on their website? I think not.

Linen tshirts were of incredible quality and of elegant fit. Customer service was excellent, going beyond the call of duty. The gift packaging was first class.

I have made a number of purchases from Brora online and have consistently found their dispatch of orders, processing of returns and refunds to be speedy and prompt. Items are beautifully packaged. Returns are very easy and free of charge. I love their knitwear. It is beautifully warm without being bulky. However, this is just about the worst and most user unfriendly website that I have ever encountered.

bought a gilet. i noticed loose yarns on the inside . then i saw a tiny label saying " Made in Czech Republic".

Yet Brora constantly emphasises it's "Made In Scotland "

asked for comments - was passed off with cut and paste about "our supply chain policy".

If things go wrong the customer service and finance response can be very very poor.
They cancelled an item from my order.
As I was not that much interested in the other items I requested they cancel those too.
They refunded the them they cancelled on the same day, you'd expect they'd refund the rest similarly promptly.
Not so.
The customer dis-service said they passed on the cancellation request.
I asked them to follow up because there was a similar case with much delayed refund and they did not turn it round until chased a week later.
So I asked them to make sure the finance are aware of the need to process quickly.
Sure enough, it's been almost ten days and no sign of the refund.
I chased.
They responded to say that finance said they refunded on 3/9.
What a lie, they never refunded the rest of the order.
Good job I always pay via PayPal so there is an option to open a case there to shame them into action.

Great experience in ordering by ‘phone, as I had made a mistake online and needed some information. Why go online when customers can speak to a knowledgeable, committed, operative . In a matter of minutes, my ordered was completed by Mary who went the extra mile and answered all my questions patiently and after completing my order promised to call me back the next day…..which she did and at the appointed time to assure me my order was on its way. Where else can i get such a service that actually delivers? (In these times of scams, inefficient computer performance, not to mention the last worldwide outage) we need to keep the human retail experience. Well done BRORA

No problems at all. Quality British products and fast customer care responses.

The website is hopeless. I have given up trying to buy a sale item after multiple attempts. I can't seem to complete the purchase despite doing everything correctly.The whole process has put me off using Brora in future.

I recently purchased a cardigan from Brora. It was ordered in for me as the one I tried on in the shop had a slight imperfection on the front. When I picked it up, I didn’t try it on. A few weeks later I got it out of the bag and put it on and it looked horrible, a totally different shape to the one I had initially tried on.

When I took it back to the shop, they accused me of shrinking it which was absurd as it measured 4 inches wider than the one, they had on the shop rail. They also said that it showed signs of significant wear and tear even though I had never worn it. I would never wear and wash something and then take it back. I feel totally insulted and just wished I had left it in the drawer never to be worn.

I never write reviews but as Brora are accusing me of lying when I categorically am not it has left me with no other option. If I could leave no stars I would and I will certainly not be buying anything from them ever again.

Aside from the issues with filtering and actually being able to view items, the checkout process rarely works first time and is so frustrating. Last time I ordered something I ended up having to call them as a voucher I'd been sent would not work. Customer services said they'd received many calls from other customers having the same problem. Currently trying to check out an order but I couldn't get past the shipping options page. Tried other browsers and devices and now getting an 'error 404 page not found' message! How can a high-end company like Brora survive in the current climate with such a dreadful user experience?

Excellent customer service! A merino cardigan I bought six years ago had come into a small hole. I contacted Brora to ask if they had a repairs service (fully expecting to have to pay) and they sent me a pre-paid postage label, mended the hole and returned it to me within a couple of days at no charge to me. Brilliant, thank you Brora!

Would give no star if that was a choice.The website is terrible!! It needs a serious update.I end up ordering nothing because of how slow and unpredictable it is.Sort it out Brora!!

Two orders in a row, both arrived faulty. Hole in a jumper and ripped button holes on a blouse. Was told this was because they had temporary staff during the sales. I am not sure how a high end brand think it is a valid excuse, as it was so obvious they were damaged, it doesn’t really take any experience to spot. It just takes a basic level of care.
Was offered no resolution and just told to use my postage label to post them back. This is not customer service, this is just dismissive.
Absolutely disgusted with their customer service.

Terrible delivery times for such expensive products

Delivery says Brora aims this to be 3-5 working days. Item had not even been dispatched after 5 working days. I think this is misleading. If it is too busy you should employ more staff or put correct info on website.

I ordered a cashmere baby coat as a christening present. I asked for a gift box as it’s an expensive and special gift. Item arrived in a plastic bag in a basic brown box. I think that’s poor customer service. Very disappointing.

Ordered item of knitwear late October and £54 deducted from my account 2 November. Notified that item would be left at local click and collect by DPD but time dragged on with no confirmation of arrival. After more than a week called in at store on off chance might have arrived, to find had been there over a week. Pleased to at last to receive it, only to find parcel couldn't be scanned by shopkeeper as althogh my name & address clearly visible, bar code covered by another addressee's label, so couldn't be released to me. There ensued several weeks of pantomime with Brora completely useless in contacting carrier and sorting it out. Lots of 'we understand your frustration' noises but claimed that they were powerless to sort a simple problem as 'computer clearly said no'. Eventually they said would arrange for it to be returned and resend it by Royal Mail. Never happened. After 26 emails exchanged with Brora and two visits and several phone calls by me to local shop , over six weeks on I admitted defeat. Brora processed a refund. And I suspect that my knitwear will sit in that shop shelf for all eternity, as Brora's Customer Service department haven't a clue when it comes to thinking out of the box.