Unless.... you wish to chase your order for weeks and get told your item is on its way, 8 weeks pass by and still no delivery. To add to injury you can call customer services 3-4 times in a day and not get through to anyone. I have emailed them and called repeatedly with no response. My husband also ordered two items and he chased and chased and the items never showed up. Finally after 10 weeks the money was re-imbursed to him, following much chasing...
Their customer service is diabolical. Spend your money somewhere elses where your item will get delivered and you recieve the right level of customer service that you deserve.
My case still hasn't been resolved...
This company is a disaster. I ordered 2 items on the 2nd November but only 1 arrived!
I called them but stayed on the phone for hours no one answered.
I emailed them twice but only received standard emails and nothing else. I'm concerned about my money. Even though I love designer clothes, but will never order from this site again.
I still cannot get a refund for goods that were signed for by BrandAlley on 18th of October. They don't answer the telephone either.
I bet they are going bust - they used to be good and had an app and decent customer service. No more.
I ordered a dress on October 14th, it still has not arrived! Tried to call them but after listening to inane music for 38 minutes I gave up! I have queried my order 3 times by email, every time I get a standard reply apologizing to all sorts of possible complaints but not actually to me.
They may sound cheap but if they take your money, hold on to it for a few month and never send the goods, it is very expensive! I will avoid them in future and post this review on other sites!
I have been holding on to talk to someone for 20 mins. I called at exactly 9am and suspect I am being left on hold deliberately. I ordered goods on 19 October which are Xmas presents and still have nothing. I contacted them by email and got an automated response which gave me no information re my order or expected delivery, but did offer me a £10 voucher!!!! I am unlikely to ever use this company again. Very very disappointed with their total lack of customer service.
Made 2 orders, one in Oct and one in Nov, now, we are in Dec, none of them arrived. I have sent several emails, no response. Very very disappointed. I have used this company many times before, never experienced this kind of issue before. iIf they have IT issue, the first thing they could do is let their customer know, they couldn't even be bothered to do that. I won't be returning and I will warn anyone I know to never use them again.
Ordered in October, still hasn't receive it now in December, totally unheard of in internet shopping. Even if I buy something from another country, it would have arrived long ago, What's even more annoying is the fake reviews, every one of them are the same. Would give negative stars if I have the choice.
Marina Whatley found this review useful
Ordered goods and after waiting weeks for delivery I cancelled the order, 6 weeks later now they are saying there very busy and will get round to it. £Its £400.00 a lot of money.
THINK FIRST its not my first problem with them and its Christmas soon..
Be very, very careful if you are thinking of placing an order with this company.
They have a new system which is causing major issues in processing orders.
If you are happy to wait for your order (see other reviews - can be >6 weeks) then go ahead.
I had a problem with them losing my payment - they took £934.95 from my account which they then couldn't trace - they had no record of my order and no one replied to my emails.
I spoke to 5 different people in customer services and with the exception of the manager no one called me back.
I had to escalate this to their head office who were hugely helpful and resolved my problem and located my payment within 2 hours, refunding me straight away HOWEVER theirs is not a published number - I had to track the directors via another business they worked for and ring them there so BE CAREFUL! This was a bit of a nightmare to be honest.. not sure it's worth the "bargain"
1st ever experience, placed order 3/11 they took my money from my a/c 5/11, after emails, getting crosser with each one eventually got a reply blaming the fact that they do not have the sale items I ordered in their warehouse, now 25/11 still no conformation of despatch!
Very bad customer service and I don't think they should take your money if they don't have the goods in stock, take once you have the goods ready for despatch!,
DO NOT ORDER anything from this company because if you don't like the goods received and you return it, you will never get your money back. I have been pursuing a refund for two months now and I have still not got it back. Almost £200 worth of goods. I have emailed and got no response and eventually when I was able to get someone on the phone, I was told that they were changing their IT systems and so could not access my account to give me any information. I have called the Citizens Advice Bureau to make a complaint and I fully intend to pursue this matter further because this company are clearly Fraudulent. DO NOT SHOP WITH THEM!!!
I love a bargain as much as the next person and so took up the offer of £10 off spend as listed on HUKD. I ordered 2 bras ( normally £20) for a cost of £10.84. I realised there was a delivery charge of £5.95 making my total order less the £10 offer = £6.79. I was really pleased with myself. I received my order confirmation email and was advised I would be notified regarding dispatch. I would have expected a very quick dispatch for such a high delivery charge. I have justt telephoned Customer Services regarding delivery to be told that I can expect delivery after 3rd December!!!!!!!! I'm not desperate for the goods as they are for myself and not a gift but am very annoyed at the high delivery charge such a poor service. I wish I'd have read your reviews before I ordered
I have spent a lot of money with brand alley in the past but feel compelled to write a review to inform others of the terrible service they now provide. Traditionally, goods have always taken up to 28 days to arrive but I accepted the slow service in return for a bargain. But in the end, shopping became painful with brand alley. Always having to call customer services to chase a refund (even after the 15 days they state a refund will take). The service nowadays though is beyond disastrous. They say their phones were down for three weeks due to IT issues with the new website but weeks later, they still ignore all my emails about a £200 item I never received. I managed to get through to customer services after about 30 mins over a week ago and was told I would get a refund. Had to spend another 30 mins yesterday asking where my refund is. Hadn't left their bank yet! Always poor excuses. I have spent thousands with them in the past but will NEVER waste my time or money again! There is no excuse for poor service. If there were IT issues and they have a backlog of complaints, it is their job to deal with it. Terrible!
feel very let down and sad by this company... I received part of my order 3 weeks ago and the most important item (single winter duvet for my young daughter, who is cold in bed!!) has not yet arrived.
All the other reviewers are correct with their comments and I wont go on because it is plainly obvious that this company are very much out of their depth and only want your money very quickly for their own gains!
not everybody can afford to loose money in this way and im not sure how the people involved with brandalley sleep at night.... what goes around comes around as they say....
The worst company I have dealt with for years - DO NOT USE THEM.
I duplicated an order by mistake and so sent an email 30 seconds later asking to cancel one of them (there was no phone number available at the time), 3 days later someone replied saying that the order couldn't be cancelled as it was out for delivery. 2 weeks later nothing had arrived and so I sent a very snotty email, tried calling (no answer) and eventually someone responded saying that due to a hiccup in their warehouse they were actually able to cancel the order and that the money was being refunded. Another week on, still no refund, still no goods, and still not able to get through to anyone.
Other similar sites such as secretsales, cocosa, showroomprive, en.vente-privee give fantastic customer service.
Personally I hope that BrandAlley fails as a business, because a business is all about customers and BrandAlley don't seem to care.
I have raised a complaint via my credit card company and I think everyone else should too.
Karen Murray found this review useful
Very similar to all the other reviews, money taken in days, no show on order and this useless email response obviously sent to all. Customer service line nobody pics up, I have now spent months chasing up. As other reviews I shall also be reporting to watchdog and have reported to the fraud team with my bank to prevent other people from loosing their money. Completely unsatisfactory the complete lack of care or thought for the fact we are all on a budget and have now just thrown money away to a company that has no morals or care of service.
I ordered Oliver Sweeney shoes, they took money from account immediately and postage, needless to say good never turned up. E-mailed twice got automated responses with nothing to do with questions I asked. On one e-mail was a phone number which I rang it said this number not in use try this one 01206226410. I rang on line 45 mins to get through to be told they had had glitches but were fixed he could see my account and no money had been taken, he was ringing their accounts department and would ring me straight back. No call ever came I rang again to be told IT was down and no computers were working so they could not see my account, I said if that was case how could you still order from website IT not down there but down in their offices for more than a week. I rang my bank they had taken money within seconds of my order being placed so they have done nothing but lied, my bank sending forms out to me and will get fraud team to investigate I have also contacted watchdog, do not buy from this company bad news and loss of money is all that will happen, I will ring again tomorrow to say they have taken money and lied again see what excuse they have this time internet crime is how I would describe them
If their is anybody out there looking for a cheap bargain this is not the company to get it from, they are ripping peope off they need to be reported to the trading standards it is no different from a scam how on earth would it take 9 weeks and my item has still not arrived cant get through to customer services either. The only mistake i made was not googleing a review about the company before placing my order, even if the goods were being made on the moon they wood have arrived by now.
I have read a lot of your reviews but having worked in customers services myself, I think your all over reacting. From what I gather, they have launched a new website and new system. I think it is just teething problems although I could be wrong.
I placed an order in September, received an email saying order would be despatched 4th October.....nothing. Order does not show up on my account and no history either. I have emailed customer services, no reply at all, also no telephone lines anymore. Not sure what to do now as really want my money back if they have no intention of fulfilling my order...also my account shows no order history and I have placed 3 orders in the past, I have to say with no problems on those occassions
I'd used BrandAlley once before to purchase some Raybans and although they did take a long time to arrive (around a month from purchase), they were being shipped from Italy so I understood the delay and was advised of it upfront. Plus the discount was very good, which is the only reason I stumbled across the site in the first place.
My latest dealings with BrandAlley have been far from satisfactory however. I ordered my items on September 16th and was advised that the dispatch date could be any time up until 15th October, which at the time seemed very slow in comparison to other competitors, but I was again blinded by the excellent discount. 15th October rolled around and there was no sign of my items, plus the order had disappeared from the history section of their website. I contacted Customer Services via email and received a misspelt reply stating they were having technical problems with their systems and were aware of my order, and that it would be dispatched by the end of the week or "at the latest, beginning of next" (....very precise and comforting....)
More than a week after I am still waiting for my order, having received absolutely no subsequent communication from anyone in the Brand Alley team. I chased this again today and received a generic email back saying their phone lines are closed due to this ongoing technical issue and they would reply as soon as possible. The only compensation they are offering is £10 off another order placed before 31st October. I'm sorry BrandAlley but as if I am going to order anything else from you when you are obviously unable to cope with your current orders!!
I've given up on receiving this order or any sort of refund- Looks like I'm going to receive my pension packet before my BrandAlley order, and I'm only 25... Brings a whole new meaning to the phrase "snail mail". I never usually complain on these sorts of forums but I am completely frustrated by the lack of attention and urgency of BrandAlley, and I cannot believe the postage can be this slow in this day and age. As an online seller myself I know how quickly these things can be turned around and a 6 week wait for an order is just completely unacceptable. There are better designer discount outlets out there, avoid BrandAlley unless you fancy waiting a millenia for your items.....
**UPDATE** 29/10/2013- a week later and I have downgraded my review to 1 star. BrandAlley have STILL not posted my item. It was due to be dispatched by latest October 15th. I have not received any response to my 3 emails except for automated replies, their phone lines are dead and I now am beginning to worry that the site has gone bust. Brand Alley removed money from my account on 20th September and nearly 7 weeks later I have not received my order nor any customer service assistance whatsoever, aside from the one initial (and incorrect) reply I wrote about in my first review. I consider Brand Alley to be misrepresenting their goods and I would urge anyone to please please not be sucked in by the discounts, it will cause you no end of problems and will cause you to waste hours of time trying to chase them.
I returned goods a month ago via their collect service - £3.50!! I have sent at least 20 emails none of which have been acklowledged and my refund of over £100 has not been made!!! No way you can contact them by phone
If you read this Brandalley - order number 72122860 - you know who I am!!!!
Yes, sometimes you can find a good deal, but be very careful, as often it's simply a rip off. For example they have a chanel cosmetics sale now. One of the foundations Ultra-Light Beige Ambré Perfecting Foundation Chanel Vitalumier Aqua is sold for £34, marked down from £42. In boots and any other department shop it costs £31.
Absolutely avoid this company! Have made numerous orders in the past and have always had problems, just fed up at this point. Have placed an order, been charged and the useless people working there are bloody lying to me that there is no order even though it clearly appears on my Paypal as BrandAlley-transaction complete. My whole order history has been wiped off the account because of their technical issues and they are denying they know anything. FRAUD! Obviously I will take this as far as I need to and will eventually get my money back but it's so not worth the times and stress!
This is a very poor company. The website is rubbish, and the customer experience is terrible. Ordered some products, which had a delivery date of 18 days. After the 18 days had passed, I contacted the company as I did not recoevr more order. Without any acknowledgement the order was canceled. I contacted the company, to only find out why and they'd emailed me a message to say it had been 'damaged' during delivery, and therefore your order had been cancelled.
Similarly, friends and family have also had a poor experience with this company. I will not be dealing with them again. If your reading this review, don't order with this company unless you want to be disappointed.
Please DO NOT BUY ANYTHING from them!
1. They allege that the items will be dispatched in 1 working day...but what they do not say is that they need 3 to 5 working days for delivery!! So, it appears as a next day delivery, but it is not!
2. Postage fees are quite expensive compared to other online merchants and most of the items are not available in the same time-frame. So you end up paying extra fees in order to split the delivery and get the available items in 3-5 days and wait up 21 days for the remaining ones!
3. They say they are happy to refund without fuss any items you may be dissatisfied with...but when you request a return label from their website, you are charged 3.50 pounds which will be withdrawn from your refund!!
4. There is specification box close to each item...one of them refers to Delivery but none of the wording used refers this return charge!
5. Do not leave your telephone number for a call-back. Their Customer Service is so busy that they will NEVER call you back!
6. When you point out these issues, they are saying that it is written in their T&Cs...when you click on them, you end up with 28 clauses!!! When you ask if their customers do read these before ordering, the response I had was "OF COURSE NOT"!
So, PLEASE DON'T...DON'T ORDER ANYTHING FROM THEM!
I have ordered from Brandalley several times. I can honestly say that over 50% of the time there has been a problem. Either the order has been extremely delayed, cancelled at the last minute or sent the wrong item/ size. You cannot then get them to resend the correct item as apparently it is now out of stock!
Been waiting for my current order since beginning of March. No contact from them whatsoever so chased it up. Now they tell me they will have to refund two of the items as cannot supply. When would they have done this if I hadn't got in touch?? Asked when the rest of my order would be sent, cannot tell me. Therefore I asked for it to be cancelled & full refund. Cannot do this either!!! Disgraceful! Tried to speak to a manager, no-one available. Representative on phone doesnt know her manager's name or company CEO. About to ring Trading Standards to report. Avoid at all costs!!!
I have used this company for ages without any problems. I then ordered my son a pair of trainers in a size 13. The shoes came, one was a size 10 the other a size 12.5?? Although the box did say a size 13 so they were half way right!!! After ringing customer services & explaining the situation I was told to send them back for a refund. What about my shoes? Oh no we do not exchange blah blah blah the sales are only on for a limited time etc etc etc. yes but these shoes are available now & it's not my fault YOU sent two shoes in the wrong size. I received a stern "no exchanges only a refund" which I think is ridiculous. They obviously have these shoes readily available to send out & was probably too much trouble to exchange.
I did intend to order another pair in again a size 13 for £20, but because of the attitude of the girl I spoke to & the sheer point of them refusing to exchange the shoes I decided to go elsewhere & buy the shoes full price at £69.99.
This company is a joke!!
Given the eccentric sizes of clothing manufacturers its likely you will pay nearly £10.00 to try something on if you return it because of poor fit.
Very slow delivery. Not a good experience.
Elise found this review useful
So I just ordered my 1st pair from Brand Alley on 21 Feb and I received them today, Monday 25 Feb...it's surprisingly fast. The boots I bought is Favolla Black Ribot wellington boots which cost £21.00 RRP £70.00, the boots in real life look as great as in the picture. At first when I read all the negative comments about Brand Alley in this page, I feel a bit worry too, but now, I think I will definitely order other stuffs from this company again :)
I used this company a while ago and absolutely, twice orders were not delivered in time, one resulting in cancellation and another one never arrived, when contacted response was extremely poor and company took there time in dealing with this, at this cost their is no way this company can even provide a good service. they need to improve there customer experience rather than writing fake reviews in space of days! what new customer will experience will be horrible anyway!
Elise found this review useful
Ordered from BA twice over the past two months, firstly was some Canterbury kit that came very quickly and no problems. Second order was a pair of Diesel jeans which didn't fit, I contacted customers services as due to the xmas holiday I had missed the normal returns window and was trying to return a product 3 weeks after delivery. Got a response from Louise within two hours saying I could still return the item and would receive full refund. Easy to return using Collect+ and would have no hesitation in using again.
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