Reply from Brand Alley
[REPLY]
- Reviews (60)
- Samir Shah
- London, GB
- 1 Review
Appalling and Shocking Service
"Cancelled Order"
Ordered boots for my wife in early December, with delivery promised between 5 Jan and 18 Jan. Date came and went and no sign of the boots. No message or contact from BrandAlley whatsoever. Contacted them via email and within 48 hours had received an email response saying that they had a problem with a supplier and the order had to be cancelled!
I called them and complained about the lack of communication. The customer service was just appalling. They said that they would have sent an email out, but I had beaten them to it by contacting them and the email I had received was from their distribution warehouse, and not customer services. However, I had actually contacted customer services via their website... i.e. their customer service rep was lying! They must have known about this before I contacted them... I can only presume they did not want to process any refunds until they had been contacted. Of course they took my money when the order was placed (6+ weeks), but still took a week to get my refund after I called them!
I have cancelled my account with them - simply not worth bothering with a company that when it does deliver goods takes almost a month to do so. I get the impression that they advertise the goods, and get the money before actually have any agreement with their suppliers.
- Rob
- 1 Review
Shocking no goods and no customer service
Selling goods they don't have and when you complain they don't even acknowledge. Avoid at all cost. Plenty of good sites with good customer service and next day delivery.
- ecomms addict
- 1 Review
would also rate 0 - make a difference...
I too have experinced this from a company that used to be great. goods used to come on time and customer services cared.
that has al goen out the window, with three of my last four orders beign unfulfilled or half of a set sent - useless.
tell them on their facebook page - not just here. write it on their wall, and then they will start to take action and get back to when they were good.
- JDF
- Maidstone, GB
- 1 Review
Avoid like the plague
Would give no stars but site does not let you do this. Appalling - sent wrong item and then unable to exchange for the correct item.
- LondonJo
- 2 Reviews
Awful
Take your money the day you order and give you an expected delivery date. When this passes you phone. Phone lines not working, You email and get standard reply 'we'll get back to you in 48 hours' then 'we'll get back to you in 72 hours'. When they do reply they tell you it is being sorted at their warehouse. They don't update you and then cancel part or all of your order after you have been waiting weeks for it (while your account still says it's being prepared and you will receive a tracking email). If you order matching items (i.e a suit you could easily end up with only half of it - not much use!).
Terrible service! Is it some kind of scam to hold onto your money for 6 weeks and increase their cashflow????? If I could give them minus stars I would. I will not be using ever again.
- mellor
- edinburgh, GB
- 2 Reviews
- Julia Flynn
- Manchester, GB
- 1 Review
DO NOT USE!!!
Two orders placed at the beginning of December and neither order has been despatched even though we are now past the delivery dates.
I am waiting on a response from them in the next 48 hours. All phone lines down!!
I smell a rat - DO NOT ORDER ANYTHING!!
I am fully expecting to hear this company has gone to the wall and that I will see neither my money or my goods.
- Alex
- London, GB
- 1 Review
Unreliable and incompetent
I used to buy quite a lot here but got burnt when they ruined one christmas for me - I bought in October thinking 2 months would be plenty of time, but despite constant chases and empty promises of things being dispatched, they never delivered and waited till 23rd Dec to confirm the fact. I should have known never to go back, but just have and they have completely ruined my order - delivering completely different things to what I ordered.
Will def NOT be buying from them again!
- Giedre
- Leeds, GB
- 4 Reviews
What a waste of time!
I ordered 3 items in a jewellery sale in November and after placing the order the website have estimated dispatch date of 'between 2nd December and 26th December'. Since placing the order up to 22nd of December there had been no update on my online account with regards to my order progress, nor did I receive any follow up email. On the 23rd December I contacted customer services to ask about delivery dates over Christmas, it was obvious the items wouldn't be dispatched within given time scales. The following day I received an email saying the supplier had let them down and a part of my order will be cancelled. They didn't specify what items will be cancelled and nothing about refunds or delivery of remaining items. So I had to chase them again only to receive an email 3 days later to say my order had been cancelled, the supplier had let them down so they had refunded the money.
I don't think I'll ever bother using them again. High risk of wasting time and not receiving anything.
- Foat
- 1 Review
Shocking and appalling
Having placed my order order a month ago, I thought a promise from Brand Alley that it would be delivered before Xmas seemed simple enough to fulfil.
Obviously I, along with many people, was seriously mistaken!
Awful company, have not replied to my correspondance, will not be shopping with them again.
- Jack
- Nottingham, GB
- 1 Review
How Brand Alley works
Alot of People don't know that most of the product put on sale on brand alley sites are actually not in stock. They (Brand alley) pay their supplier after they have gotten the money from their customs. Thereby making it difficult to get what you ordered on time. I know this as I have worked with them in the past.
The Supplier sends the products to brand alley in France. Brand Alley sends the product to a warehouse in the Uk. The Warehouse in Uk books in the products on their system. By the time the customer's order list gets to the warehouse, its a month. The back log on the order picks makes it difficult to send out the orders on time.
If you want anything from brand alley, make sure you give it atleast 2 and half months.
- Kate
- glasgow, GB
- 1 Review
NOT FULFILLING ORDERS AND KEEPING PEOPLE'S MONEY
I ordered items in October for my kids Christmas which were all part of a set. Only 3 items were delivered and 5 I'm still waiting on as well as an essential household item. Have been repeatedly emailing and calling as was guaranteed that as these were ordered in October and was told on Monday that the MD had sent a message that ALL ORDERS placed before 16th December would be dispatched in time for Christmas. Have been unable to contact them by phone for the last 2 days due to technical problems (they say) and now the office is closed until next week. Totally useless. Had they been HONEST about the availability and dispatch time I could have cancelled my order and bought these items elsewhere. Now stuck with 3 items that are useless without the rest of the set.
- Jen
- 1 Review
Still waiting.........
Ordered on 13 November and after chasing up was told goods would be delivered by 20 December and that I would receive an email confirming dispatch. Here we are on 22nd and nothing but silence. These items were meant to be Christmas presents now I am going to have to go out on Christmas Eve and look for something else. Once I get my refund I won't be using them again.
- stephenbarnes
- London, GB
- 1 Review
Appaling - Brand Alley
After waiting 6 weeks I received my suit trousers and had to chase for the jacket. After another 2 weeks I was told the following.
"I have looked at this for you and unfortuntely the jacket was refunded on the 22nd Dec, As the supplier could not be able to ship the items out us. That is the reason why the supplier could not fullfill the order,
I apolgise for the inconvience this may have caused.
Really poor English and an even worse service - AVOID them
- Lizoid
- Newcastle, GB
- 1 Review
Take your money and ruin your Christmas
Order was taken on 26th November, before the Christmas promise of delivery by Christmas, all items were to be delivered within 21 days, some within 6 days. Money was taken for ALL goods on the 26th November, so far nothing! Customer services give you no answers and the items for children,I am now informed, are out of stock and cancelled!No time to replace the items, this company should be avoided.
- a nicholls
- london, GB
- 1 Review
order not forefilled
having ordered various items for christmas presents, as far back as the 2nd week of november, 5 days before xmas i was informed none of the items would be available.needs reporting to whoever is in charge of these type of companies. should not be allowed to operate like this
- R Bragg
- Portsmouth, GB
- 3 Reviews
Great customer service
I've used these guys on plenty of occasions. Its no use buying from these sites if you need the item straight away, so I always reckon on about a month to deliver. Its perfect for buying long term needs such as presents or investment pieces etc.
I have had 1 order, out of about 10, where the products arrived damaged. The first item was a problem straight away and I emailed the company. They instantly credited the item, plus the carriage for whole delivery. I was very impressed. The same delivery (which was xmas decs mainly) when I then went to decorate the house for xmas I discovered a product to be faulty, again I contacted them and even though it had been about 2 weeks since I had received the goods they still instantly credited for the faulty item. On both occasions the communication was helpful, polite and the refund within 48 hours.
I'll continue to use Brand Alley, they have a place in the shopping world!
- LL
- 1 Review
Late delivery, then said no stock
Three times, this has happened to me.
I ordered what I wanted. I'm told that delivery will take 4 to 6 weeks. That's fine. I wait. No updates AT ALL.
On the final day of the timespan within which Brandalley said delivery would take place or a week later (on a couple of occasions, I was even considerate enough to give them buffer time), I'd to send them an e-mail for an update. To which they responded (possibly after scrambling to find out the details of the order they might've missed by accident) and said that the order has been delayed. After which, they sent another update, saying that certain items (or even the whole order, as has happened before) have been sold out/cancelled and they are issuing me a refund. (I have no way of proving it and Brandalley might be telling the truth but it does sound like Brandalley simply forgot about my order and made up an excuse, because they could no longer get my item(s) at the same prices from the suppliers, at this late stage.)
No further explanation was given, until I e-mailed Brandalley again, insisting on a better explanation of their behaviour! (Their response - a supplier had let them down. However, I would argue that this is not my problem.)
All that was offered - an apology and a refund. In spite of all the money I spent on their website, over the years. Thanks for nothing, Brandalley. A better website would have automatically offered compensation, either by:
1) forking out to obtain the items that I had ordered through different suppliers; or
2) paying me the difference between the price I paid for Brandalley's product(s) and the full price of the same product(s)/product(s) of the same value, so that I may go out and buy myself the item(s) in question.
Will I shop here again? I think not.
- Edel
- 2 Reviews
Take your money
Take your money but that's about it unless you want to wait 6 weeks for the order. I would rather pay more to have my order now than get it cheap and wait until the cows come home for it. I will not be using this company again !
- Milly Dilly
- 2 Reviews
What a drawn out carry on......
Will accept your order, take your money and advise you some 5-7 days later that delivery will be between 4 and 6 weeks time! Lots of emails later, always polite but not dealing with my complaint, I cancelled my order. Is it not right that companies can only accept payment when they have the goods to shift? Not a satisfactory transaction/communication
