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.
I have purchased from this company many times over the last 5 years and have never had a problem with receiving/returning goods. When you order it states clearly how many weeks it will take for the product to arrive. The sales used to be much better with more reasonable prices which means that I do not purchase from them as often as I used to, but I have still never had a problem with getting in contact with them.
I have received a parcel from Brandalley for a pair of boots despite my cancellation email and their confirmation of cancellation. On the system it is still mentioned that the order is processing and I have not received a confirmation email that the parcel is on its way or a tracking email from you or the delivery company. The courier has left it with my neighbours so I did not have the opportunity to refuse it either...
I will send it back and I am obviously expecting a full refund plus the refund for the return. Lets see what they say.
ABSOLUTELY TERRIBLE CUSTOMER SERVICE. HAVING PLACED AN ORDER WITH THEM FOR SEVERAL ITEMS AT THE START OF OCTOBER 2013, THE ITEMS WERE STILL NOT SENT BY START OF DECEMBER 2013. I REQUESTED THAT THEY CANCEL THE ORDER DUE TO THE AMOUNT OF TIME THAT HAD GONE BY. THEY ACCEPTED HOWEVER,IT IS NOW NEARING THE END OF JANUARY 2014 AND I STILL HAVE NOT RECEIVED A REFUND FOR THE GOODS WHICH I DID NOT RECEIVE. DISGUSTING!! AVOID COMPLETELY FOR YOUR OWN SANITY. I CAN'T TELL YOU HOW MANY EMAILS I HAVE SENT AND HOW MANY TIMES I HAVE TRIED TO CALL THEM AND HAVE BEEN ON HOLD FOR UP TO 40 MINS EACH TIME. I NOW HAVE TO GO THROUGH MY CREDIT CARD COMPANY TO DEMAND MY MONEY BACK AS BRAND ALLEY ARE USELESS LIARS WHO HAVE HAVE TAKEN MY MONEY FOR MONTHS AND SENT OUT ZERO GOODS.
I'm not sure what's happened to Brand Alley but having ordered in the past without problems, the last two orders I've placed have been handled terribly. I placed an order on 24th October 2013 which stated 14-21 days for delivery; despite my repeated requests for updates (and no response), nothing had arrived by mid December. I kept emailing with no response until the week before Christmas when the parcels suddenly appeared (and were broken by the courier!). I had asked for a refund in that time and received no response. Having been broken by the courier's incompetence (throwing a parcel marked 'Fragile' over a 6ft gate), I then needed to try and get a replacement item from Brand Alley. It took ages to get the response of 'we have none left in stock' so I asked for a refund. I'm still waiting, having just sent my third 'where is my refund' email. They were very quick to take the money from my bank account as soon as I placed the order! I will not be shopping with them ever again and I see from the other reviews that I am not alone.
This company took payment from my credit card in Nov and have only now refunded the money to paypal. The items were for Christmas and birthday presents and the number of hours I have spend emailing and calling is a disgrace. They never answer the customer services phone despite you queueing for ages (more money making) and even when you get through all they wanted to do was give me a refund which never comes. AVOID AT ALL COSTS THERE IS NO SAVING HERE!!!!!
Wish I had seen this website before I ordered from this company. Cancelled order first told payment not taken then told not authorised despite it showing on my credit card statement. AVOID AVOID AVOID and warn family and friends Contact trading standards They neef closings down
Brand Alley used to be a good place to shop but not anymore. How on earth they turned from a good, reliable site to one I would never shop from again is beyond belief. Last October they took money for two orders and then I heard nothing. Not only did they not communicate with me, when I tried to contact them by phone that proved impossible. I emailed them and received a reply that my query would be dealt with but again no more was heard. I emailed to say I wanted to cancel the orders and be refunded and they replied saying they would do this. Again, they didn't do this either. In December I received an email saying one order was being part delivered. I rang and this time my call was answered. They said to refuse the delivery and would refund when they received it. That was about two weeks before Christmas. They also told me the second part of the order was cancelled. So you can imagine my surprise when it was delivered a few days before Christmas. There was nothing on the package to say it was from Brand Alley so I accepted it. Since I'd accepted it Brand Alley said I would have to send it back myself. They use the Collect+ service so I used this. Brand Alley had still not refunded me as of last week so I phoned, again. I was told one refund would be made on 10 Jan and the other the next week. They seem to want to hold on to people's money and I can only imagine that this is to keep their cash flow going. I'll be keeping an eye on my statements. Unless you want an aggravating experience I would avoid them at all cost. I don't think they'll be in business for very long if this is how they operate.
It's always been a bit hit and miss with Brandalley in terms of delivery and refunds. But lately it has become impossible. They despatched one item from a big order just before Christmas then cancelled the rest of it. On another order I am still waiting for part of the order - they haven't cancelled it or refunded my money. Cannot get through on the phone and emails are not beign answered. If anyone know how to get some customer service please post!!
Should not be allowed to trade! I ordered a few items on 16th Oct '13, only to chase them in November asking where my items were, they replied saying they didn't know and will find out, after 2 further weeks they end up saying 3 of the 4 items I ordered were no longer in stock and had to refund my money! Then they stating that the order was "complete" when I was missing an item. After chasing, they asked me for a "sworn statement" staying that I didn't receive the last item!
I ordered again from them thinking it was a one off that their service was bad, but no, I had to chase this second order and it came late, I ordered the items on 16th nov and they came after Xmas! Oh and one of the items were not in stock, so they had to refund me again. Seems like they are just a company that want to borrow loads of money from people buy lying and saying customers can buy designer stuff at discounted prices from them, take their money and after 2 months say the products are no longer in stock, then refund them eventually! NEVER EVER buy from this site!! Wish I'd read the reviews before I bought from there, learnt my lesson!
I ordered some clothes and presents on November 16th for Christmas and have heard nothing. They were very quick to take my money but no sign of any goods. I have had two automated replies to my emails and that is all. I advise everyone to steer well clear of Brand Alley. Rip Off Alley more like.
Truly useless. Have no idea what they are doing. Payment taken promptly, goods dispatched slowly. Answer emails in 3 days and only answer half the questions. Back this up with a call centre that can't take calls. All in all worse than bad.
Total rip off over 30 days to receive the wrong set of knives. Ordered red set got stainless steel of lesser quality, all in plain white packaging with no Branding at all. 40 minutes to get through to customer service as the returns advise stated it would cost £4.50 out of the refund not happy eventually accepted that I was not going to pay for the returns as they supplied the wrong item. Against the Sales of Goods as 'Not as described' and the Distance Seller Regulations. Poor poor poor service, poor items, poor service, poor delivery avoid at all costs, the item supplied to me a cheap set of knives valued about £5 instead of the £250 they stated they were worth. TOTAL RIP OFF