Oliver Brown Avis 55

I previously bought a white tie outfit and ‘smoking’ jacket and was impressed with the reception and professional approach. All well and good. I visited again to purchase some replacement buttons and am grateful that these were offered gratis. However , the whole interaction felt unwelcoming and begrudging. Which was a disappointment. Jermyn street is awash with outfitters and the experience does vary from one to the other : do better Oliver Brown!

As you can imagine, sharing the name with the company originally started as a coincidental joke, but once I began looking through the items available, I was hooked. I was looking for a special jacket for my wedding and as a couple, we wanted a timeless, elegant wedding and I needed something special for my suit to match this.
Once I found their smoking jackets, I was incredibly impressed. The specific one I went for was unlike anything I had seen anywhere else; fantastic quality, sophisticated and an item to stand out amongst everyone else’s present; because the Groom also needs to stand out! This was confirmed on the day when I received many genuine comments about the fantastic jacket.
Their “try before you buy” scheme is really incredible too. I love that idea and I had absolutely no issues what so ever. Delivered quickly, quick communication and returns extremely easy.
The actual communication I had with the company was incredibly easy and welcoming. I really do look forward to visiting their store soon!

Knowledgeable and pleasant staff and prompt delivery.

usual exemplary efficiency, fast delivery

Important component of order not sent. No explanation and slow response.

Very quick response and most helpful. As good customer care should be.

Excellent service as usual

I made a mistake, whilst without my reading glasses and ordered a voucher for my sister from Oliver Brown. Obviously, mens clothing is not a great present for a lady. I immediately emailed to cancel, but it was over the weekend, so had to wait until today. They had reimbursed me without any hesitation. Now that is class customer service.

Order was a little late but it’s Christmas and a busy time after a telephone call it was on its way. Sent express and refunded my postage. Thank you.

Eliza was articulate and responded immediately.

Great product easily ordered and delivered.

Great service from Monique

I shop a lot at Oliver Brown. I purchase suits mainly but sometime shirts. They have wide range of sizes which suits me well as I'm very tall, 6'5. Whenever I have queries about sizing or availability of merchandise I get timely responses. even when I phone it is always answered and I get to peak to some one. The people I speak to are knowledgeable about stock and all my questions are answered. I find their on line customer service excellent.
My experience has always been positive.

Some companies simply shouldn’t be allowed to trade online. Oliver Brown is a textbook case.

Over several years and seven or eight separate orders, not one transaction has been executed correctly. Not one. I’ve experienced the full bingo card of operational incompetence: completely wrong items shipped, orders that simply vanish into thin air for weeks until chased, and products arriving in sizes that were never ordered - changed without warning, explanation or apology.

Customer service is another study in institutional failure. Attempting to contact them feels less like retail support and more like diplomatic outreach to a hostile micro-state. Replies, when they come, arrive days or weeks later, and carry the air of mild irritation that you dared to enquire at all. There is no sense of accountability, ownership, or even basic courtesy.

The only reason I’ve tolerated this circus for as long as I have is that the product itself is genuinely good. Which makes the whole thing even more infuriating. A brand capable of producing decent clothing, yet seemingly incapable of processing a simple online order in 2025.

The latest episode finally finished it. Incorrectly sized items delivered again. A returns system that barely functions. And then the final insult: being told that rectifying their mistake would cost me over £200 in international return shipping. That is beyond poor service - it’s commercial negligence.

This will be my last order. I strongly advise anyone considering buying from Oliver Brown to think very carefully. If you enjoy administrative chaos, indifferent service, and the thrill of wondering whether you’ll receive what you paid for - eventually - this may be the brand for you. Everyone else should steer well clear.

Yes, this review was written with ChatGPT. After the amount of time I’ve already wasted chasing replies and waiting for dispatches, I wasn’t about to donate any more of it to typing this myself.

Very fast and helpful response from Eliza to a question sent to Customer Care

First rate service from Riccardo who ensured my urgent order was sent out that day.

Prompt Delivery to home but unfortunately size. Quick visit to shop in Jermyn St to exchange was very pleasant experience - very helpful staff.
On later deciding that a shorter length would be preferable a visit to the Cornhill shop was equally helpful and I am delighted with my jacket.

Did a bit of online research to buy a white tie evening suit, not a usual purchase and there's very few places that can supply all that's needed in the right sizes as a walk in customer. A friend in London, who is a similar size, checked out Oliver Brown and Ede & Ravenscroft and reported that even though the latter is more expensive, the quality, customer service and fit was worth several times the difference. Hoping to save a little on something I'll wear once or twice a year I ordered online using Oliver Brown's try before you buy service on the basis I could hope to avoid a 7 hour round trip to E&R's Oxford branch. From the point of order the service was appalling. When I received notification that my 5 day try on window had started and included the weekend, who posts next day at the weekend? The items were poor quality, what you'd expect from the basic M&S but at five times the price. As I had a very busy few days my Father rang their Jermyn Street store and spoke to an assistant who could not have been less helpful, and promised a return call. After several hours the call had not been returned, so he rang again, and spoke to the italian supervisor who deemed it more important for him to talk and make excuses than to listen to the issues. Again, a return call was promised. When it did happen it was to me, the wrong person, whilst I was in a meeting, where the same italian or foreign supervisor told me that essentially my issues weren't valid, made excuses, constantly interrupted and seemed to believe his opinion was more important than my business. I filled out the return straight away whilst he was on the phone droning on, and sent the items back untried. I called E&R who got my sizes in for the following day, and I drove for over seven hours to Oxford and back, experienced excellent customer service in Ede & Ravenscroft, bought a beautiful quality white tie evening suit with all the trimmings which will last decades (unlike the Oliver Brown that felt like it might give up after a couple of uses) and spent not a great deal more including fuel, parking and a delicious lunch. I wouldn't try Oliver Brown if they were giving it away free. E&R have my loyalty, business, and highest recommendation for life. In my twenties I was a manager in luxury retail selling high end watches and jewellery in a world class company, my experience with Oliver Brown was akin to Rolex prices for Rotary quality with Argos customer services. Don't bother.