Brack Reviews 

Worst customer service ever. I have not been serviced; instead, I've been passed from person to person, only for a simple question of whether I can return an item. Took two hours, with no answer. I have not been serviced, and I am no longer a customer.

Ordered the product on Friday at 2 PM and received it the next day at 9 AM with the Post. Free shipping. Amazing.
Not to mention that for the lroduct I ordered, they had the best price.

I am extremely disappointed with my experience.

I placed my order on 22 June because the product was listed as available, with an estimated delivery time of 2–3 days. My payment was accepted immediately, and I received confirmation of the order.

Instead of receiving the product, I spent more than a week waiting, receiving unclear updates and even errors when trying to track my order.

Only after I contacted customer service several times was I informed that the item had actually been sold out and that my order had been cancelled.

By the time I received this information, the same product had become significantly more expensive elsewhere, making it impossible to purchase it at the original price. Had I been informed promptly, I could have ordered it from another retailer.

This situation could have been avoided with better inventory management and clearer communication. Accepting payment for an item that cannot be supplied and informing the customer only days later is very frustrating.

Unfortunately, this experience has left me with little confidence in the service, and I hope the company improves its communication and order management in the future.

The delivery date was exteneded by 1 year after it was ordered. It took me 1 week and ~7 emails to get it canceled. After 1 month, order is canceled, nothing deliverd still refunded only 40%. The worst customer exeprience in my life.

Order was professionally done and fast

They advertise a 3-installment payment option, but after 3–4 emails requesting documentation about my company (which has been financially healthy and active since 2008), they ultimately told me to pay the full amount immediately.

Not a serious company if they promote a payment option and then deny it at the end of the process without any explanation.

Brack have great discounts and easy buying process.

Sold me a damaged lens and refused to accept return. Terrible company

Brack.ch lost me as a customer.

Bought an HDD that failed after a few months — under warranty. When I tried to return it, they expected me to pay for the return shipping, even though nowhere in their return or warranty policies is this clearly stated. Their so-called “bring-in warranty” apparently means “your problem, your shipping costs.”

If you expect decent customer service and fair handling of warranty issues, shop elsewhere. Amazon, Digitec, even smaller resellers do much better.

I gave 1 as you can not go lower.
my iPhone stopped working after 3 months. I called customer service on a Saturday, no attendance. I emailed them - only got a reply 10 days later! they want me to send the phone in at MY COST and PAY for renting a replacement phone as the repair or replacement will take SEVERAL weeks. no seriously? I asked them to call me several times to find a way to shorten this long period...no reply

It's fast, safe, friendly and the prices are fair. Great place to shop, what more could you ask for!

Not the best experience. Delivery slow late. If possible order with digitec Galaxus. A far more professional polished experience

Easy as usual, quick delivery, wide selection and discounts.

This is truly a terrible company to deal with. I purchased a product and it did not work, the return process was painful even though they make it sound that it will be very easy. Then finally after several attempts I got a credit note instead of being reimbursed for a defective item. Horrible experience, who wants to get a credit note to buy anything after this terrible experience.

Excellent customer service. All their phone numbers and email addresses are on their website and they work. It takes me 15-30 seconds to get through to a competent and informed person when I call them. This is in contrast to numerous Swiss companies which now do their utmost to keep customers at arms length by not publishing phone numbers or email addresses, endless phone menus, keeping callers 15-30 minutes (or longer) waiting on the phone. Please, Brack, don't start that too.

I only have positive experiences with Brack, good prices, prestige brands and friendly / professional customer service.

I paid them 200 CHF one week upfront.

Not only they did not keep promised delivery time.

They never told me about the delay.

After I reached out to them they asked to wait another 2 weeks.

Facts:
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1.- When sending a product to repair within warranty, you must pay for the transport back to Brack.

2.- Brack is resending the same defective product without reparation. They lie the product is functioning, which is NOT.

3.- Paying for expertise is time-consuming and bringing Brack in front of a Judge is more expensive than the product itself (+200.- CHF the product). Brack is heavily applying this unethical tactic.

In conclusion, you purchase throwaway products with Brack, which is a negative experience for items of around 200.- francs and more.

Warranty problems
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When I have problems with a warranty, I stop business relationships (in full or partial).

In Switzerland, Microspot, Conforama, and Brack have all applied tactics to refuse warranties. The first two are on the blacklist because they each consumed more than 8 hours of my life. Brack is the third rebel and is close to beating the record.

Brack tried to position itself as a competitor for Galaxus/Digitec. In my case, with personal spending, we are talking about a minimum of 17-22k sales yearly.

As I see it today, Galaxus/Digitec assumes their warranty responsibilities without a fuss, so I know where to order my products from now on.

Conclusion :
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My experience and that of other friends and acquaintances is not unique, as I read other online reviews. It looks indeed that Brack is delaying assuming its legal responsibilities—a shame for a "family business."

Update 30 October 2024:
Problem solved and the product have been replaced with a new one. All Ok now so I increase from 1 to 3 stars.

Well I am a big fan of brack.ch
I recently had a bad experience with a return order. It also took too long to react on my mails.
But when I added the Boss into the CC in a mail, things started to move.
That's a 100% fully regain trust in brack. I am impressed that the boss replied personally on my demand. That's really cool

Terrible order experience stuck 50 years in the past. Terrible customer service randomly canceling orders without justification and keeping the money unless specifically asked for reimbursment.