Orlebar Brown - Reviews and experiences

I recently got two items as a gift from this company, but they were both too small for me. When I contacted customer service to ask for a bigger size, they told me they couldn't do it because it was past the 28-day return period. Even though the items were brand new with tags on, they still wouldn't make an exception. I was really disappointed with their inflexibility and lack of good customer service.

I gotta say, I've used the warranty service twice and both times, I was super impressed with the customer service. So, I had a pair of shorts that got a rip after almost a year, right at the tab on the back. I reached out to the company and they told me to send them back. And would you believe it, within a week, I got a brand new pair of shorts. The whole process was so quick and easy, I couldn't believe it.

I recently contacted the customer service team at the store to ask about reattaching the zipper pull on a pair of swim shorts I bought. Unfortunately, they refused to help without the receipt, which is frustrating. They offer a five-year warranty but request proof of purchase for any services, which doesn't seem fair. As a loyal customer, I think owning their product should be enough for a simple repair like this. I don't want a new pair, just a little fix on the metal zipper handle. Even though I offered to pay for it, I couldn't find a solution. I'm really let down by the lack of flexibility and customer service in this situation.

So, last week I sent back a bunch of stuff to this company. Checked on Royal Mail and it showed they got it on September 10th. But, today is September 14th and still no word on whether they got my stuff or if I'm getting a refund. Tried calling but just got a message saying they're closed. Emailed and tried live chat too, but no luck there either. Starting to think maybe they're having some big IT problems causing the delay in getting back to me.