Had an issue with Bras N Things? Get a real response.
How to submit a complaint with Bras N Things
Bras N Things complaints are handled by a single Customer Care team in Australia, but several channels feed into it. Pick the fastest route for your issue, then follow the steps below.
Before you start — gather:
- Order number and receipt
- Dates of purchase and delivery
- Product name, size, and SKU
- Photos of the fault, mismatch, or packaging issue
- A clear note of the outcome you want (refund, replacement, exchange, store credit, or written explanation)
Phone — Customer Care
- Call the Bras N Things contact number on 1800 810 031, Monday to Friday, 8:30am–5:00pm AEST.
- Best for urgent issues: missing deliveries, double charges, or partially refunded orders.
- Ask for a case number before you hang up.
Email — Customer Care
- Send your Bras N Things complaint email to customers@brasnthings.com.
- Put your order number in the subject line so it routes faster.
- Attach photos and screenshots in the first message — it cuts back-and-forth.
Online Contact Form
- Submit through the official Bras N Things contact page.
- Use the dropdown that matches your issue (delivery, fit, faulty product, billing).
- You'll receive a Zendesk ticket confirmation by email.
Live Chat
- Available via the website, Monday to Friday, 8:30am–5:00pm AEST.
- Good for quick status checks, tracking, and exchange queries.
- Save the chat transcript when prompted — you'll need it if you escalate.
Help Centre (Self-Service)
- Search FAQs and lodge structured request forms at the Bras N Things Help Centre.
- Best for return labels, exchange instructions, and standard policy questions.
In-Store
- Visit any Bras N Things store nationwide using the store locator.
- Staff can resolve fit issues, exchanges, and most returns on the spot.
- Bring your receipt or order confirmation email.
Social Media
- DM @brasnthings on Facebook or message via Instagram or X.
- Often the quickest first response, especially outside phone hours.
- Don't post order numbers or personal details publicly — share them in DM only.
Post
- Bras N Things Head Office: Level 2, Building 1, 75–85 O'Riordan St, Alexandria NSW 2015.
- Use registered post for formal complaints so you have proof of delivery.
Every Bras N Things complaint is logged in a Zendesk ticketing system and routed to the Customer Care team. Here's the standard timeline you should expect:
- Acknowledgement: Phone and live chat are handled in real time. Email and web form submissions are typically acknowledged within 1–2 business days.
- Case review: A Customer Care agent pulls your order history, delivery records, and any photos you've supplied.
- Standard resolution: Straightforward cases (missing items, wrong size shipped, faulty product swap) are usually resolved within 5 business days.
- Complex cases: Quality assessments or manufacturer reviews can extend to 10–15 business days.
- Refund processing: Approved Bras N Things refunds are returned to your original payment method within 5 business days from approval. Banks may add another 2–5 days.
- Communication: All updates come via your Zendesk ticket email — check spam if you're waiting.
- Who handles escalations: Frontline Customer Care closes most cases. Stuck complaints can be passed to a Team Leader or the Customer Experience Manager.
Common complaints against Bras N Things
These are the recurring themes across ProductReview.com.au (2.6/5 from 260+ reviews) and Trustpilot.
Sizing and Fit Inconsistency
- Advertised band and cup measurements not matching the product on arrival.
- Same size code fitting differently across styles or production runs.
- Customers forced into multiple exchanges to find a wearable fit.
Product Quality Concerns
- Underwires breaking through fabric within months of wear.
- Stitching failing, lace snagging, and elastic losing tension early.
- Reports of sharp wire ends causing skin injuries — a potential Bras N Things faulty bra refund trigger.
Online Stock Accuracy
- Orders confirmed and paid, then partially refunded hours later for "out of stock" items.
- One customer had 8 of 10 items cancelled after checkout.
- Gift orders disrupted by drip-fed cancellation emails through the day.
Customer Service Responsiveness
- Emails left unanswered or auto-closed before a resolution was reached.
- Customers passed between multiple agents repeating their case from scratch.
- Long Zendesk ticket cycles when photos or measurements aren't supplied early.
Refund vs. Store Credit Disputes
- Customers entitled to a monetary refund being offered store credit or vouchers instead.
- Pushback when shoppers cite Australian Consumer Law on faulty goods.
- Inconsistent treatment between online and in-store cases.
In-Store Service Quality
- Customers ignored for long periods waiting for a fitting.
- Reports of rude or combative staff at specific locations.
- Inconsistent fitting experience between stores.
Pricing Discrepancies
- Product page price differing from the amount charged at checkout.
- Promotional pricing not applying despite valid codes or eligibility.
Final-Sale Return Disputes
- Discounted "final sale" items refused for return even when the matched piece in the same order was refunded.
- Confusion over which items in a partial shipment qualify as final sale.
Bras N Things complaints submitted through Ajust
How other consumers Bras N Things complaints got resolved
Sizing Mismatch — Refund Granted Under ACL
Emma ordered a 14B bra advertised with a 36-inch band that measured only 30 inches on arrival. She emailed Customer Care with measurement photos and the product listing screenshot, and a full refund was approved on first contact under Australian Consumer Law.
Tip: send tape-measure photos alongside the listing screenshot to skip the back-and-forth.
Partial Order Refunded Hours After Checkout
Laura's gift order was confirmed and paid in the morning, then drip-refunded throughout the day as items showed out of stock. After phoning 1800 810 031, she received a same-day apology, a discount code, and priority processing on the remaining items.
Tip: call rather than email when stock cancellations hit a time-sensitive order.
Ignored In-Store, Voucher Issued by Head Office
Ambah was ignored for 45 minutes across two stores while waiting for a fitting and left without spending the ~$200 she had planned. Formal feedback through the online contact form — naming stores, dates, and times — triggered an apology, a goodwill voucher, and a referral to regional management.
Tip: include store name, date, and approximate time so Head Office can trace the visit.
If your first response from Customer Care doesn't fix it, work through a Bras N Things escalation in this order. You shouldn't have to fight for what's fair — but a clear paper trail makes the next step easier.
1. Request a Team Leader Review
- Reply to your existing Zendesk ticket and ask for the case to be reviewed by a Team Leader.
- Quote your case number and the dates of every prior contact.
- Restate the outcome you want in one line.
2. Escalate to the Customer Experience Manager
- Email customers@brasnthings.com with the subject line "Formal Complaint — Escalation Requested".
- Attach your full case timeline, all prior responses, and supporting photos.
- Set a clear response deadline (5 business days is reasonable).
3. Write to Head Office
- Post your complaint to: Level 2, Building 1, 75–85 O'Riordan St, Alexandria NSW 2015.
- Send by registered post and keep the receipt.
- Include copies — never originals — of receipts and correspondence.
4. Use Social Media
- DM Bras N Things on Facebook or Instagram with your case number.
- Public-facing brands often route social complaints back to senior agents quickly.
- Keep the tone factual; specifics get faster traction than venting.
5. Cite Australian Consumer Law
- For faulty products, misleading pricing, or refused refunds, state your claim is being made under the Australian Consumer Law.
- Specify the remedy you're entitled to: repair, replacement, or refund.
- This often unlocks a resolution before external escalation is needed.
If your refund itself is the sticking point, see the Bras N Things refund process for the exact eligibility rules and timeframes.
Bras N Things is a retailer, so there's no industry ombudsman. Escalation goes to general consumer protection bodies in Australia.
- ACCC (Australian Competition and Consumer Commission): Reports misleading conduct, false advertising, and breaches of consumer guarantees. Lodge via the ACCC consumer complaint page. Infoline: 1300 302 502.
- NSW Fair Trading: fairtrading.nsw.gov.au — 13 32 20.
- Consumer Affairs Victoria: consumer.vic.gov.au — 1300 55 81 81.
- Office of Fair Trading QLD: qld.gov.au/fairtrading — 13 74 68.
- Consumer Protection WA: commerce.wa.gov.au/consumer-protection — 1300 30 40 54.
- Consumer and Business Services SA: cbs.sa.gov.au — 131 882.
- Access Canberra (ACT): accesscanberra.act.gov.au — 13 22 81.
- Consumer Affairs NT: consumeraffairs.nt.gov.au — 1800 019 319.
- Consumer, Building and Occupational Services TAS: cbos.tas.gov.au — 1300 654 499.
- AFCA (Australian Financial Complaints Authority): Only relevant if you paid via Afterpay, Zip, or another credit product and the dispute involves the finance provider. afca.org.au — 1800 931 678.
- Small Claims Tribunal: As a final step, apply to your state tribunal (NCAT in NSW, VCAT in Victoria, etc.) for binding resolution.
You're protected by Bras N Things consumer rights Australia law on every purchase — faulty, not as described, or unsafe goods qualify for a remedy regardless of store policy.
- Bras N Things Help Centre: Self-service FAQs and structured request forms.
- Returns & Exchange Policy: The full Bras N Things returns policy in one place.
- Returns Form (PDF): Print-and-include form for posted returns.
- Website Terms & Conditions: The legal basis for purchases and disputes.
- Bras N Things on Instagram: DM channel for fast first responses.
- ProductReview — Bras N Things: Verified Australian customer reviews and case histories.
For wider service questions, see the Bras N Things contact page.
Bras N Things Complaints FAQs
What is the fastest way to get a Bras N Things complaint resolved?
The fastest way to resolve a Bras N Things complaint is to call Customer Care on 1800 810 031, Monday to Friday, 8:30am–5:00pm AEST. Phone and live chat are handled in real time, while email and web form complaints can take 1–2 business days to acknowledge. Always ask for a case number before you hang up.
Can Bras N Things refuse a refund and offer store credit instead?
Bras N Things cannot refuse a refund for faulty, unsafe, or misdescribed products under Australian Consumer Law, even if store policy suggests credit only. You're entitled to choose between a repair, replacement, or refund for major faults. Cite the ACL in writing if a Customer Care agent pushes a voucher you didn't ask for.
How long should a Bras N Things refund take to hit my account?
A Bras N Things refund is processed back to your original payment method within 5 business days of approval. Your bank may add another 2 to 5 business days before the funds appear. If nothing has landed after two weeks, reply to your Zendesk ticket with the approval date and request a payment trace.
What evidence should I include when lodging a Bras N Things faulty product complaint?
Include your order number, clear photos of the fault, the original product listing screenshot, and tape-measure photos for sizing issues when lodging a Bras N Things faulty product complaint. Stating the outcome you want (refund, replacement, or exchange) up front speeds up Customer Care's review and reduces back-and-forth on your Zendesk ticket.
You’ve done your part, now it’s time to hold Bras N Things accountable.
Take the final step and submit a complaint that gets seen and responded to.