I used this company for the first time last winter. After the fiasco then I vowed never to use them again, their promises just aren't worth the paper they are written on. I must say that finally after many complaints I did get my goods. So, not one to write anyone off after one bad experience , I ordered again 22/02/14 . What a mistake! All except one of my items was supposed to be dispatched in 3-5 days, the other 21 days. In fact the latter arrived first, together with a couple of items, about 3 weeks after ordering. I then waited a few more weeks, in the meantime emailing customer services, asking where my order was. I got some garbled response. Finally after them having my money for two months, I asked them to cancel the remaining order and refund my account. This they did, but with £15.00 still outstanding. 10 days ago I was told that this would be in my account within 3-5 working days. Guess what? Still not there. I've now emailed customer services and told them that if there is no money by 22/04/14 , I shall be contacting Trading standards and commencing an action to reclaim the money from the small claims court. Which isn't an empty threat, It's not so much the money, it's the fact that this company are duping their customers, time and time again. This has to stop. I shall update if my money is paid.
Fastest response I got was when I posted on FB. Minute later a reply from Brand alley representative asking me to message my complaint details. Loads of people posted complaints and commented on my post immediately. I don't expect anything useful to happen but if it does I'll be decent and say so by updating.
I ordered and paid for a pair of Jeans from these guys 6 weeks ago, no goods arrived, tried to chase them, wasted a lot of my time and just been fobbed off and given the runaround, they have effectivly defrauded me. My next visit this afternoon is trading standards. From what I can find online my experience is not isolated with refusal of refunds, non delivery, wrong delivery logged frequently! Use at risk!
I made an order on 12/02/14 and nearly two months later I am still battling for a refund of some of the items. This company is set up to ensure that your money is in their bank earning interest as long as possible. My order was split into 3 parcels, the first took nearly 3 weeks to arrive and coming up to the 4th week I wanted to cancel the remaining orders but could only cancel one as the other was in transit. I received the refund for the cancelled order but have still not received the refund for some goods I returned despite calling at 4 times and sending 2 emails to complain. I was given various excuses "It takes up to 20 days to acknowledge a return" and then "It take another 5 days to refund the items". Plus other excuses about things getting lost in their retail park and their systems not be very good. I had to tell them what I returned, when, provide tracking details and still tell them the descriptions of the items inside the package - surely they should know this since they confirmed they received the package? Should I just go over and manually do the job myself, I think I could make a better attempt. I'm really infuriated as I don't have time to do their job and all the while this has been sitting on my credit card with interest applied. Save yourself the hassle.
My and my flatmates experience : order not fully received , and wrong size later waited 1.5 months for other things to come - order processing - to find out after complaining that they not gonna come and they will refund , nightmare it happen to two of us ordering different staff , my opinion they taking your money keep it until you will complain and not sending y staff because they already sold to someone else or never had it, after y complain they will refund y money not fully thinking that y may not notice! PEOPLE BE WARE , SOMEONE SHOULD TAKE THEM TO THE COURT !
Service at brand alley is a joke. I placed an order on 06032014 the delivery time said it would arrive in three to five working days. The products I ordered were a birthday present. The birthday was on the 22nd of March, so when my order had not turned up, I contacted your customer service team. When I called after waiting through a series of options I was told my call could not be taken and to call back. After three attempts and fourth minutes on hold, I got through to someone who advised me there had been a mix up and a delay...yet I was chasing you guys no one bothered to call or email me to let me know. I explained I had purchased as a present and only a few days left. He then advised me I could cancel and go to the shops!, I asked when it would arrive, he said it should be dispatched next week. I have contacted your customer service team, no response, I have 'tweeted' your company and I got a response asking to provide my order number so it could be looked into. I did this.....and still nothing. It's now getting to a month since I placed my order....I am currently on hold and have been for the last twenty minutes...I can see from responses below other people have had similar problems so I'm not the only one!,
I have been a loyal BrandAlley customer for over 3 years. Initially delivery and customer service was fine but in the last year things have gone dramatically downhill. I have received orders in two parts with 6 weeks in between and so on but the worst part is their refund process. They claim a refund will be processed within 15 working days (even this is too long in my opinion!). However refunds are not made within this timeframe and need to be continuously chased up. I have send back two orders over 5 weeks ago and am still chasing for a refund. Have been told it will take ANOTHER 5 to 7 days to manually process the refund. A complete disgrace. I will not place another order with them until they sort this out. I also believe there should be some sort of gesture of compensation for all the poor customers out there that are subject to this appalling customer service. I am not alone in this complaint, Brandalley's facebook page is full of compaints on this topic. Why is their management not doing anything about this?
Bought some shoes which were unsuitable sent back for refund by collect plus. Tracked package and saw Brand Alley received package back on 3th Mar14. Chased refund by email DONT bother calling as customer services in refund dept NEVER answer (was on hold over 30mins still no answer) Received email from Brand Alley saying refund takes up to 15 working days once in warehouse saying i should receive refund by 24Mar14 (not received) chased again to be emailed that a refund was done 26.2.14 to a different card!! NOT MINE! USELESS once I'm eventually refunded i shall delete my details from Brand Alley and NEVER use them again EVER! will warn everyone ;( UPDATE: Finally got a full refund 26March…..wont be using Brand Alley again. Will now unsubscribe!
Placed an order in October, which was delivered in two parts. First delivery was in December, returned immediately but was not refunded for 6 weeks following several emails and calls. The second part arrived in January and was returned. Eight weeks later I am still waiting for my refund......no personal reply to my emails and I haven't had the time to sit for more than 40 minutes waiting for a call to be answered yet. Absolutely disgraceful, they have had my money since October!!! I'm afraid I don't go with the 'new website causing glitches' excuses, there are no glitches when it comes to debiting your card! Unless you like to gamble, avoid this company.
I just love Brandalley :-) – I always find beautiful shoes, clothes, bags, accessories, kitchen stuffs, gift for my family and friends for less AND it makes me very happy! Because I just love to shop beautiful items for less! I check their website nearly every day so I don’t miss the opportunity to find something that I can like for less. I just bought the latest PRADA bag – I still can’t believe it so it is the most beautiful bag, the most elegant bag I have never had in my life! It arrives home in perfect condition! I was very impressed! And it arrives very quickly! I have also bought some SAM EDELMAN sandal for this summer and I love them! I have ordered more and I just can’t wait to receive all! Some deliveries can take more time than others but I don’t mind to wait as I know that once I get it – I’m getting very nice products for a very good price :-), for a price that I'm ready to pay
Even for a £900 order they dispatch it like a cheap iphone case, they delivery your precious luxury good into your garden and assume a garden with 2 dogs is a safe place! Don't need a signature for such a valuable order, this is just a joke!
I ordered some 7 for all mankind jeans recently and waited the clearly stated 21 days for delivery. I was happy to be patient as the discount was insanely good! They are great, are exactly what i was after and a third of the price! Everyone loves a bargain!
A few months ago Brand Alley accepted an order from me, but after waiting ages it was never fulfilled 'because our suppliers let us down.' After a while I (foolishly) placed an order for another product and after a two month wait they have done the same thing to me again! Ok they give a refund, but fail to accept the fact that you have missed opportunities for a bargain elsewhere (sales both on and off line have been and gone and I've not bought because I thought I was going to receive what had been promised!).
I ordered two dresses, some underwear and a pair of boots and was really impressed with the prices. However, I must admit I regretted my purchases when I read the reviews on here. Happily I had nothing to worry about; yes, the items came in two parcels - one within 1 week and the other about 3 weeks later - but these were all within the stated timescales on the website. I would use again although will pay with paypal just incase.
I wish I'd seen all the bad reviews of this company before purchasing from them. I was tempted by the great prices and looking forward to receiving my 4 items. I received 1 of the 4 items about 3 weeks after ordering and although I did understand that the items would be shipped between 7 and 21 days, after 32 working days I still had not received the other 3. I then contacted Brand Alley who said I needed to send a sworn statement saying I'd not received 3 items, which I did. Rather than give me any explanation as to where my missing items were, they said they would process my refund which would take 3-5 working days to appear in my account. I replied that I would have preferred to have my items and did they know what happened to them? The reply was that they were unable to locate my items and 8 working days later I am still waiting on my refund. Will not deal with this company again!!
Seems attractive at first, lovely items for fair prices (though delivery is expensive). Unfortunately I am still awaiting items I ordered in January (it is now 10/03/14) and I sent back an item for a refund early February and still haven't had a refund. Can NEVER get through on the phone and email replies take a few days. Obviously surviving on minimal staff.
Placed an order in early December for Xmas presents. 3-5 days delivery. By 1st January - nothing had arrived and after several e mails - eventually told goods out of stock and will refund the money. It's 6 th March and am still chasing despite 20 emails if not more - each time from a different person telling refund on the way!!!
Absolute nightmare to deal with - avoid at all cost. I wouldn't buy anything from this site even if it was 1 pence!!
I placed an order for a watch on 1st February, the dispatch time was 14-21 days and then a further 3-5 days for delivery. As it is now 2 days past the delivery date I emailed BrandAlley to find out where my order was this morning, I have just received an email telling me that it will not be DISPATCHED never mind delivered until 26-28 March. As I had complained about the £5.95 charge for delivery in return for this appalling service, they have offered to refund this, this does not compensate the dissatisfaction this company has caused me. So beware - DO NOT USE THIS SITE! I have a feeling I'm never going to see my order, it's probably going to be refunded to me in the end. Not happy at all.
Ordered an item on a sunday,emailed them that evening to cancel order and refund money.Called them monday morning and spoke to someone who said it's cancelled and will get refund within 3-5 days got email confirming this.Few days later receive email saying parcel is on it's way called them again Only to be told that they are sorry and to refuse delivery and item will go back to them an i will get refund well it's been a week n apparently they havent received parcel back from courier and it will take another 15 days or more for refund they were quick in taking my money tho.They dont answer phone and you have to listen to pathetic music for for 30-40 mins before they answer and fob you off.AVOID buying from this sham of a company.CUSTOMER SERVICE is ridiculous.BRAND ALLEY don't even deserve the 1 star i had to give them.