Brand Factory LTD

Just came in to sell a scarf, the lady that served me was a young lady and was so lovely. It got rejected and within 20 minutes I came back to the store to get my scarf back, I called the store and spoke to the same lady that I gave my scarf to and just explained that I had given my partner my bag so didn't have my ID, she said its fine. I came back into the store and a different lady who opened the door for me when I first came in. She served me with the most awful attitude and was rude, I asked for my scarf and she said I need ID, I explained that I spoke to her colleague over the phone and she said it was OK, she kept on repeating she needed my ID, until I asked the other lady which she got my scarf with no issue. I won't be returning to this store again after the attitude which was completely unnecessary

We had a pleasant experience with a couple of staff members which was good. However, I don't think the location of the store does the products much justice. The location is in an arcade which in itself is nice but the walk to get to said arcade is definitely questionable.

Would give zero stars if I could absolutely awful company. Claiming brand new items that have never been worn are used and faded, when they are still in original packaging unopened. Absolute waste of time do not bother dealing with this company.

Aside from low rates, the customer service in Birmingham was hostile. A woman with redish/brown hair who served me, literally made me feel like I disturbed her peace. Not sure if she didn't like the look of me or whatever. We all have bad days but don't take it out on customers. And certainly, don't be judgemental of appearance, depsite me wearing office attire that day. The up and down, side eye look nearly made me lose diplomacy. That's the last time I'll visit the shop. I'd rather sell to Handbag Clinic on consignment, just for the atmosphere and polite attitude that I've already received.

The staff were so rude, they acted like I was going to rob the place, they made me feel so uncomfortable

I was thinking of going into this shop to both buy and sell, having read the reviews I think I will give it a miss. Thank you all for sharing your experiences makes others people’s decision whether to visit this shop all the more easier.

I have always received fabulous customer service from the Birmingham store staff; they are continually very friendly and professional. I was sent the wrong handbag from the online store and went to the Birmingham store where the issue was immediately dealt with; they couldn’t have been more helpful and efficient in resolving the error. I have shopped at the store for years and would highly recommend all of the staff and the products they sell in store. Shop with confidenfidence!

Justin was a pleasure to deal with..very professional and courteous. There was a lady with long, dark hair - we found her very rude and abrupt. Not at all welcoming and in keeping with the designer store she was working in. it completely put me off wanting to purchase anything and I took the money instead. The behaviour of this women makes me want to never bother visiting the Birmingham branch again. The staff at the pop up in Bicester were more like Justin - honest and welcoming.