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.
I understand this sale website sometimes has long delivery lead-times and I accept that although I had to chase delivery of my order due to a delivery date had fallen out of the expected delivery date. Finally received my order... although the incorrect size was delivered so had to return. And now chasing a refund. Customer services don't care and keep fobbing me off. Still to receive a refund...
First time customer, placed an order at the beginning of February with UK standard delivery (3-5 day turn around). Just over a month later still no goods. Emailed company several times, took up to three days for a reply, they DONT have any of the goods in stock but don't tell you that when you order, just take your money! had to file dispute with paypal, refunded today! AVOID, AVOID, AVOID.......
Abysmal service from Brandalley, who took the money for an order (that I now find out that they couldn't fulfil) OVER TWO WEEKS AGO. The order was due for delivery some 3-5 working days later and only when I contacted them via Facebook today did they tell me that the item was actually out of stock. I am now one of thousands of angry customers - just check out their reviews.
I think I am generous in giving 1 star but unfortunately I could not leave 0 stars!!!
A couple of years ago BrandAlley was one of my favourite places to purchase clothing, accessories & homeware. Today I have decided I will never return due to my recent experiences.
Apart from having to wait a long time to receive your items (I have an order which was placed 3 weeks ago with no sign of delivery), if you need to send anything back for a refund then good luck with receiving it in a timely manor and without having to chase it.
Trying to get through to Customer Services is an absolute nightmare. The automated message says they are experiencing high levels of calls and waiting time can be up to 20 mins. I have made 4 phone calls chasing a refund for a dress ordered to which the wrong one was sent. Each time taking up to 45 mins to get through. When eventually able to speak to an advisor they are always sympathetic and promise the refund will be processed that day but I have not yet been successful and still chasing.
On top of that its also my experience that some items have an "inflated" original price making you think you are getting a huge bargain which is extremely misleading. One particular item was a Ted Baker ladies tshirt which I had actually seen in the Ted Baker outlet. BrandAlley were advertising it as being £145 originally with 90% off.......wow a great bargain you would think at just £14.50 but unfortunately not as the original price was just £39.95 not £145!!!! although some are true original prices there are many that filter through with an inflated original price.
BrandAlley has changed for the worse and if you read the other feedback you will see that the problems they have are experienced by many customers.
Try and find somewhere else to shop where you will get quick delivery, refunds that are processed in a timely manor and when you can get through to customer services in seconds. I wouldn't risk having this awful buying experience again!!!!!
Are there no internet regulators to report this company to?? OMG - in this day and age surely their customer service have a responsibility to adequately respond to complaints? Ordered item in first week of Dec 2013 -checked up twice then to be told end of Jan that they would have to refund me - trying since then to get the refund... At this stage I'm just thoroughly fed up and will never transact with this company again..... BE WARNED!!!!!
I placed an order on the Jan 12th, this is now feb 24th and still no sign of my order. I contacted them to find out where the item was on the 12th of Feb and they couldn't tell me but offered to refund the postage?? This hasn't happened and they promised it would only take 5- 7 working days. This is really not good enough and I've emailed them to tell them I want a full refund... I haven't heard back...Just wish I'd read reviews first. Please do not do business with this site!!
My daughter ordered a handbag for us to take as a gift to daughter in law in US. Ordered and paid on credit card 24th Jan 2014. Now 21st Feb and no bag,no contact from company,and cannot contact "customer service" Seems to be the norm,looking at the reviews on TrustPilot. Should have checked them out first..leaves a nasty taste...
I'm shocked at the slow service and lack of communication. I emailed today to find out why I still haven't received my order to be told someone would get back to me in 72 hours, seriously, in this day and age?! Shopping on the internet is usually quick, cost effective and convenient, and the least you should expect is a professional service, Brand Alley is archaic in the way they operate, they are beyond slow and their customer service is appalling! I will not be shopping with them again.
I left a review in December after trying to cancel an order and like many other reviewers not being able to get through on the phone and taking 5 days to reply to emails. They emailed me confirming my order had been cancelled only for it to be sent out 5 days later. I first tried to cancel the order on the 28th November, in this time I have never been able to speak to anyone on the phone. I have had two emails promising my money back, one refunding part of my order then accusing me of only sending back one box when two were sent. I received the part refund 5 weeks after my first email from them saying it would take 3-5 working days and the rest was finally refunded on Friday 14th February AFTER I sent the first contact informing them I was starting court proceedings. I had used Brand Alley for about 3 years but never ever again. I hate the company the stress was awful. I don't have money to throw away.
I would like to share my personal shopping experience with Brand Alley.
The whole experience I have got so far is very poor! And I will explain you why.
I used the website 3 times, when I bought couple of shirts first time they had to be delivered within 3-5 working days, but it had never happened!
It took them 4-5 weeks to deliver my order, they managed to mass my order up – delivered my shirts in the wrong colour, in the wrong size, it took me another I don’t know how many weeks to explain this to their customer support team, it felt like I was speaking to the brick wall, advised that my shirts came in the wrong size + colour, the response I got – please make a picture of the damaged items and send us via fax or email to have a look into it , it took me a while to get my point to the customer support team,
After all I requested the free postage label to return the items, they sent me the label for Collect+ service, I took my items there to return, where I got a receipt with a tracking number, and it took me a long time to find out whether they got them or not. Every time I was asked to send this receipt via email or fax, so they will have a look into it for me. So I sent them this tracking number at least 4 times. When I tried to call them – it was impossible to get through most of the time, their automatic system said :” it can take up to 20 min. ”for the team to be able to answer your call”, but in fact even after 25-30 min nobody did answer the call, which made me completely frustrated, so most of the time I had to communicate with their support services via email, most of them even didn’t read what I put down in writing, so after a while I requested a manager to call me,
I got a call from the manager, she was polite and I was quite polite too after all bad experience, explained her my frustrations and it took her a while to give me some answers.
In a mean time I bought another item- a pair of trousers from them, which were delivered within couple of days, so I gave them another chance again, and it was my big mistake,
The same story again, the products – 2 pairs of trousers had to be delivered within 3-5 working days, I am still waiting for the items to be delivered since the 27 of January, had spoken to the manager couple of times, she was looking into it for me , apparently, suddenly the problem with accessing my property appeared , I have never had this issues before, she called me on Monday, advised that my order finally will be delivered on Tuesday, so I advised my next door neighbours about it, who confirmed that they are going to be at home, arriving home I found my other order from Debenhams has been delivered to my next door neighbours , but the order from Brand Alley had not arrived! So I decided to track the delivery and found it to be completed. Where? Who signed for it? I emailed another 3 emails to Brand Alley, their responses like dust, they promis a lot, but doing nothing. They didn’t leave me a choice other than to open the dispute case with PayPal
Obviously you have to decide to trust or not to trust them your money! But Oh boy, it is a very painful and stressful experience! I am a shopaholic! I buy lots of goods on line and off line, but has never had these problems in my life! I even don’t return items very often as most of the time they are suitable for me.
On this occasion my advice you, please think before you trust this company!
After ordering an item in October sending tens of emails only to be told my order was delivered or the refund sent - I finally got the money back for my item last week and had to do this via the credit card company. Not worth the bother. Don't know how they are still in business.
I have ordered twice in last few months with Brandalley and will not order again. The first one said delivery in 4-6 weeks and 10-12 weeks after still they kept telling me tomorrow, tomorrow...eventually the sent me a false tracking number, I could only get a refund when I raised the case via paypal. Last order , to be delivered in 3-5 days, I decided to cancel the day after I ordered and they said they would refund in 3-5 days. Of course no refund and they sent the order ten days later which now I need to return and allow for another 15 days for a refund. I am again raising the case via paypal, is the only way they will follow on open caes and complaints. Never again.
I placed an order on the 6-12-13 and I still haven't received the item. I've rang 5-6 times and every time I've been told " we are so sorry it will be dispatched this Friday" and Friday never comes. I've sent 3-4 emails the last of which was to cancel the order and to complain, I received an email saying someone will be in touch within 72hours and SHOCK no one did. Yesterday I rang them and after waiting 25mins I was told the systems were down so they would call me back, I briefly told them all of the above to which they apologised and again SHOCK they never called back. It's an absolute joke
I ordered an item but it arrived only after 2 months. They have the cheek to charge my account even though the item was not dispatched until after 2 months. I have actually called to cancel the order after one month of wait and they agreed. Somehow items still arrived after two months. Anyway, I returned the items but I still don't see my refund. It has been more than a month. Very infuriating. Soon after, I received some other items which was previously returned. So I was made to return the duplicate order and this time I had to pay for postage and was promise a refund for my postage. Agaian, I have not gotten any refund. basically, brandalley screwed up the whole order and never refund my money , even though it was their fault! I have tried calling their hotline. and if you are lucky, you can get through after 30 mins wait. I have been promised refunds each time . I am still waiting ...Brandalley, If you can't manage your existing order, you should stop selling!
I ordered a dress in mid November, planning to wear it on Christmas day. It finally arrived 5 weeks later, I am convinced due to the chasing I did via Twitter. However, it was the wrong colour. I returned it on 31/12/13 and have had to follow up today, 26/1/14, as I've still had no refund or confirmation of return. What a shocking way to run a company, I must ensure I unsubscribe from their emails so I am never ever tempted to give them my money again. Truly a joke.
This company is surely the worst online company i have ever dealt with, i don't know why they have terms & conditions on there website because they clearly do run there business by them. I ordered a jacket of the website on the 18/11/2013 and after many attempts to get through on the telephone as they just hang up, i got speaking to a lady after 37 mins on hold. She said they had problems and i should have the jacket in a couple of days but couldn't give me any tracking number or delivery dates. The jacket eventually arrived on the 23/12/13 35 days after ordering but in there terms it says it wont take anymore than 30. I sent the parcel back on 31/12/13 and i knew it was new year so allow a few extra days to arrive back to there warehouse. In there terms it states refunds will be issued within 15 days of warehouse receiving the parcel. It is now the 23/01/14 and after several emails and proof that i had sent it back they say yes we have it and will refund in 5 to 10 days. What a joke
Ordered and paid for a coat for £115 in November 2013, order has been "processing" ever since. Can't get through to customer service, won't reply to my emails, seriously doubting i will ever get my item OR a refund. SO NOT USE THIS COMPANY
I placed an order for a Coast dress on the 24th Nov 13 as a christmas present for my neice. We are now on the 20th Jan and nothing. Keep getting fobbed off with Customer Services saying they are contacting Head Office and will call back, no call backt. Today was advised that the item maybe out of stock and will call me back!! They took the money on 25th Nov and I have been waiting for 2 months for something that may never turn up. My 1st and last transaction with Brand Alley!
Absolutely do not use this group. They are worthless - they take funds in advance - 6 weeks later still waiting for delivery and customer service just fobs you off. I have asked for items to be credited - wonder if this will happen.