• Beyond The Rack

Beyond The Rack

Overview

Beyond The Rack has a rating of 1.4 stars from 656 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Beyond The Rack most frequently mention customer service, credit card, and full refund problems. Beyond The Rack ranks 122nd among Discount Clothing sites.

  • Service
    66
  • Value
    60
  • Shipping
    67
  • Returns
    51
  • Quality
    58
See all photos

What reviewers want you to know

Positive highlights

  • I have had some issues at different times but customer service has always been great in resolving my issues.

Critical highlights

  • If anyone has had this problem, call your credit card now and they will get your money back from beyond the rack!
  • Purchased items which were wrong size, company is refusing to provide an exchange or store credit.
How would you rate Beyond The Rack?
Top Positive Review

“Their price can't be beat”

Kay P.
3/19/20

I ordered 4 purses from BTR Canada recently. The second purse took time to ship but eventually they all came in and they were beautiful! I phoned and chatted with their customer service assistants several times. They were nice and friendly but not so helpful for the info that I needed. However I was very satisfied with my purchase and I will order from them again for sure. Their price can't be beat!

Top Critical Review

“AVOID THE HEADACHE! DONT SHOP HERE”

Tawnya M.
11/7/22

Can I give -stars Absolutely the WORST online shopping experience I've ever had! Products are deceiving. Buyer beware! There is NO customer service. Impossible to receive return labels for items that are returnable and they will not accept returns without their label. Want a headache, want to waste your time and money? Then you should definitely shop here! Extremely disappointed BTR! And im telling everyone!

Reviews (656)

Rating

Timeframe

Other

Reviews that mention popular keywords

credit card (72) store credit (38) canada post (13) customer service (177) return label (11)
Thumbnail of user tawnyam15
1 review
0 helpful votes
November 7th, 2022
Verified purchase

Can I give -stars Absolutely the WORST online shopping experience I've ever had! Products are deceiving. Buyer beware! There is NO customer service. Impossible to receive return labels for items that are returnable and they will not accept returns without their label. Want a headache, want to waste your time and money? Then you should definitely shop here! Extremely disappointed BTR! And im telling everyone!

Tip for consumers:
You can not return. You can not have communication.

Products used:
Dress

Service
Value
Shipping
Returns
Quality
Thumbnail of user donnah2256
1 review
0 helpful votes
September 21st, 2022
Verified purchase

I purchased a bottle of Nars foundation and what I received was disgusting filthy and very obviously used. Customer service was non existent, my three emails informing them of the issue were ignored so had no choice but to open a case with PayPal to request a refund. I will never deal with BTR again.

Service
Value
Shipping
Returns
Quality
Thumbnail of user suew484
1 review
2 helpful votes
November 27th, 2021
Verified purchase

Purchased items which were wrong size, company is refusing to provide an exchange or store credit. BTR were contacted within 24 hours, product in original condition with tags, extremely dissatisfied with level if service. In order to protect future customer I will share my experience and esclate, however I'm still hopeful the company will do the right thing!

Service
Value
Shipping
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Quality
Thumbnail of user irenaf1
2 reviews
21 helpful votes
January 22nd, 2019

OMG!
I can't stop cursing myself, why I got involved in it?
This company so horrible! I spent about $500. I was waiting my order for 2 months. When I got it, half of the staff I returned... now I have $234 sitting there, and I can't get them back, because I don't want anything anymore from them to order, and they won't return your money! Now I'm stack with this!
Somebody should do something to help us rid of scams like that!

Thumbnail of user deborakk
1 review
25 helpful votes
November 19th, 2019

I was a long time customer of Beyond the Rack until they changed hands. They used to sell quality merchandise at a reasonable price, I ordered quite frequently and was never disappointed. However, it is apparent that they now sell crappy fast fashion knock off garbage. I gave them a shot when the new owners took over, and have completely wasted my money. They are more expensive and the merchandise quality and return policy is dismal. Used to recommend them, but now I tell folks to stay away.

Thumbnail of user peterm149
6 reviews
35 helpful votes
October 26th, 2015

I have been a long time shopper at Beyond The Rack (BTR). The fact that they are a Canadian company (Montreal) always helped. However, I have some recent concerns. #1. They have subtly shifted their supply chain processes so that it is much harder for you to track your package. In the past, my guess is that after the online sale was over, the supplier would send all goods to Montreal and then they would be shipped to Canadian customers. Canada Post tracking would kick in once it left BTR warehouse. I have my own issues with Canada Post but their tracking system is pretty good and you could easily get to the tracking via the BTR site under "Track Your Orders" Now, that is essentially gone and you basically get nothing anymore except for an occasional email that may tell you that your package has left their Las Vegas distribution centre. The tracking number posted on the BTR site no longer link to anything - even though the package still gets delivered by them.
#2. Due to perceived change in supply chain - shipments have been taking much much longer to arrive. What used to take 2-4 weeks now takes 4-6 weeks+ Very disappointing and my last two orders have taken so long that I have been getting $10-$15 apology credits to my account.
#3. No loyalty program. I have spent thousands on their site over the years and nowadays, there is much more viable competition.

I am on the edge of ending my relationship with BTR

Thumbnail of user joellep1
3 reviews
15 helpful votes
November 24th, 2016

I am a size 6 and anytime that I bought from Beyond the Rack goes perfectly on me. Everybody is asking where I bought. Very good for evening parties. I would like them to have more dresses for formal like wedding. Mother of the bride.

I really enjoy buying there and if something is wrong you can return it without paying for the shipping. It is really a 4 stars.

Thumbnail of user amyk523
1 review
18 helpful votes
June 23rd, 2020

I order 3 pairs of sunglasses from them in early March. My credit card was immediately charged even though I didn't receive anything until more than a month later. Most stores I order from don't charge until your item ships. I got 2 pairs sent but now it is June 23 and I still haven't received the third pair. I have contacted customer support and receive a generic answer, no concern for my concerns, and no worries about keeping me as a customer. They are selling products that aren't even available. How long am I supposed to wait? It's now summer and I ordered the glasses in winter. I'm furious with their service and don't recommend anyone using their website.

Thumbnail of user rosen107
14 reviews
42 helpful votes
April 4th, 2014

I thought this website was average. I purchased Chloe sunglasses and eyewear in 2010, and it arrived within a month and a half. Which was what I was expecting because it is indicated when checking out. I love the sunglasses and optical lenses. They are my favorite pair. The aesthetics of this website is average, but has some pretty great deals.

Thumbnail of user beyondr
BeyondtheRack B. – Beyond The Rack Rep

Hi Rose, Thank you for taking the time to review BTR. We're glad to hear you were happy with your purchases. Thank you for shopping with BTR and we look forward to shipping you more of your favorite designer items for less!

Thumbnail of user kyml6
1 review
12 helpful votes
May 9th, 2019

Thought I'd so something nice for my Mom since she is always doing nice stuff for us kids. Spent $800 on new bedroom items - headboard, curtains, decor - you name it. They went bankrupt and took my money. Now they're back pretending like nothing ever happened under the same name yet somehow different enough that they don't have to owe the people they clearly robbed in broad daylight. BEYOND UPSET.

Thumbnail of user isabelled15
1 review
21 helpful votes
January 17th, 2018

Horrible customer service. I ordered 5 items on Oct. 31. It is now Jan. 17 and I still haven't received 3 of the items that were supposed to be shipped anywhere between Dec. 8-13.

I sent exactly 3 emails through their form submission and NEVER got an answer. On top of that I've been trying to call and there is a 30 mins wait. Ironically they suggest to send an email!

Their chat is no longer operational either.

Worse company I've ever dealt with.

Thumbnail of user kayp97
1 review
16 helpful votes
March 19th, 2020

I ordered 4 purses from BTR Canada recently. The second purse took time to ship but eventually they all came in and they were beautiful!
I phoned and chatted with their customer service assistants several times. They were nice and friendly but not so helpful for the info that I needed. However I was very satisfied with my purchase and I will order from them again for sure. Their price can't be beat!

Thumbnail of user geneviever27
1 review
15 helpful votes
June 23rd, 2020

Purchased on March 16th. Wrote on April 4th. They answered the 7th saying that my purchase is on its way.(I understand because pandemic) No news, so I wrote again... They gave me same answer in the 21 of April. Since then: no news. Starting on May 19th, I asked for a refund, and as of June 23rd, it is my third demand of refund without ABSOLUTELY no answer from BTR. I even wrote on their FB page. Unacceptable.

Thumbnail of user traceyr104
1 review
15 helpful votes
January 30th, 2020

I ordered a $120 dress for my daughter, it didn't fit. They said no problem to return. Just pay the $10 shipping and a refund would be made to my credit card.
No refund was given. I paid shipping to return the dress and they said the money would be only a few days. They did confirm they had received the dress. After weeks, then months. No refund and they kept the dress too.

Thumbnail of user vesnam3
1 review
0 helpful votes
January 22nd, 2016

It's good service, any time if u are not satisfied u can return the items, towards the BTR credit.
Shipping is a little bit slow, other than that everything else is perfect

Thumbnail of user leisat4
1 review
2 helpful votes
October 23rd, 2020

From what was a great place to get discounted name brand merchandise to a company that tried to fulfill 20% of it's orders & couldn't, it's over. The days of deep discounts are long gone ( I always paid with PayPal & filed many a case to recoup money for items that didn't get delivered) It's now reduced to selling Amazon brands at elevated values and prices, ridiculous. It seems whoever is running it now figured they should benefit from the wholesale prices they get merch at instead of passing it along to consumers. Don't waste your time or one dollar on BTR, the old lady has sung!

Thumbnail of user deek95
2 reviews
13 helpful votes
May 8th, 2020

Ordered beach bags 4/12. Have not received items and have no way to contact them. Horrible company. How are they permitted to stay in business when every single review points to scams?

Service
Shipping
Returns
Quality
Thumbnail of user patriciab1647
1 review
4 helpful votes
August 4th, 2020

On June 21st I ordered a bracelet from them, it's now August and I used their"live" chat to find out it was delayed at their overseas shipper so it will be a month before it even gets to them. What? Their "ive chat" is a joke, it took 10 minutes to get an agent and they quit responding after my second question. Don't order from them unless you don't care if you get the product, and don't mind paying for nothing.

Thumbnail of user jon50
1 review
0 helpful votes
January 31st, 2021

Stay away! This company will take ur money and not send you what you payed for. No refund no credit just trouble

Tip for consumers:
Shop at other places I had the worst experience ever

Products used:
Not sure because
Never received my order
Never received refund

Service
Value
Shipping
Returns
Quality
Thumbnail of user casieh
1 review
3 helpful votes
October 16th, 2015

I paid $44.99 for some curtain panels that The website said were originally $110. When the curtains arrived they had something on them saying that the suggested retail price of the curtains was $39.99! So I paid more for them than what they are actually worth and obviously the original price is not $110. I emailed them about this more than a week ago and they have not responded. I feel ripped off and that they have false advertising trying to make it seem like you are getting a great deal when in fact you are not. The shipping is very slow it took more than three weeks for them to arrive and they charged me two dollars for shipping when the shipping was supposed to be free because they said that four curtain panels weighed more than 20 pounds? All together not happy with my first and last purchase from beyond the rack

Thumbnail of user beyondr
BeyondtheRack B. – Beyond The Rack Rep

Hi Casie,

Thank you for taking the time to review BTR here on Sitejabber.

I apologize for any trouble you have had with your order. If there has been any pricing issues with the curtain panels that you have received, we would definitely like to look into this and rectify the error. Please note, however, that the suggested retail price of our merchandise is that provided by our vendors, and not necessarily the original cost of the item. That been said, if the panels had labelling on them stating the price was lower than what you had paid, we would definitely like to look into this. I would also like to look into the shipping cost charged to see if there was any error that we may have to fix for you. If you can, please send us an email at social@beyondtherack.com with your order number, and we will gladly take a look.

Our shipping policy does take longer than other websites, as we do not keep inventory in our warehouse, and require sometimes 2-3 weeks to receive the merchandise from our suppliers. We work diligently to ship orders as quickly as possible once we have received the products so that you can have your orders sooner. If ever an order is significantly delayed, we are sure to compensate for the wait.

We do hope this information has helped and please do not hesitate to contact us if you have any further questions or concerns.

Thank you again for shopping with us and for being a valued member.

Thumbnail of user barbarab70
5 reviews
22 helpful votes
December 4th, 2015

I was a very good customer of Beyond the Rack and have been given the royal runaround regarding a package I never received. I chatted with customer service 3-4 weeks ago regarding this issue. I was told they would message me to confirm my claim which they did, and which I replied to. After nearly a month, I connected to BTR customer service to ask what was going on. Was told that they were looking into it. Connected (and wasted my time) a few more times to hear the same. On Monday I was told they were processing a refund for the package. I chatted again today and was told that they were just starting the process to find out what happened to my package and that this could take 10-15 days at least. So far I have been given four different stories from Jay. Sara and Chloe. I consider myself to be a very fair person but this takes the cake. Recently I've had to cancel 3-4 orders because they surpassed the expected date. When something is late, they add a pacifier message to your account saying the item is on track... really? If so, then why has it surpassed the expected date? Amy trying my best to locate a number for the complain dept but cannot seem to find it.

Any help would be greatly appreciated.

Thumbnail of user barbaras617
1 review
8 helpful votes
February 19th, 2019

I've used BTR for a few years now, but my orders from December 2018 will be my last ones. In the past the items were generally good quality. That's not the case anymore. The items look nice in the photos, and it seems like the "markdowns" they're advertising are really great deals. But once you receive them, it's sadly obvious there is NO way these thin, cheap fabrics would have sold for north of $100 anywhere. Expect about the same quality as Stitches or Ardene. Not only that, but my recent orders took two extra weeks to ship (so 5 weeks), and one of my jewellery orders (of about 15 different selections) didn't even arrive at all. I had to make an inquiry, only to find out that my order had been cancelled without my knowledge. And only then did they say they would refund me. BTR didn't even have the decency to give me an additional credit or incentive to continue shopping with them in the future for that blunder. Don't waste your time with these guys. Shop elsewhere.

Thumbnail of user jamesd3972
3 reviews
0 helpful votes
September 12th, 2022

I spoke with one of their staff and I found him very rude in attending my questions and needs, this place obviously needs a lot of improvement in handling customer

Service
Value
Shipping
Returns
Quality
Thumbnail of user daveg510
1 review
13 helpful votes
May 20th, 2020

I ordered an XL men's sweat shirt received youth XL. Trying to get a return label for over a month. They first say it will come in 24 to 72 hours.
Live chat says they will look into, gives me the run around and then says not giving return labels because courier issues. Like couriers are preventing them from sending an email with a return label.

Thumbnail of user craigb272
1 review
14 helpful votes
April 24th, 2019

On 03/21/19, I ordered a pair of Ray Ban Men"s Sunglasses.
Today is 04/24/19! I have not received my order. I was told (2) times that i submitted the wrong address for USPS to deliver my package to. This is absurd!
I have not received my order and i contacted my Credit Card company about this matter. They will be issuing a credit back to my Credit Card.
Please don"t buy anything from this company and they have changed there name to
btr.com
This company is proud to engage in Fraud, Lying...

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From the business

Beyond the Rack is a private shopping club for people who want designer brand apparel and accessories at up to 80% off MSRP. We offer authentic designer merchandise exclusively to our members through limited-time events. Each event starts at a specific time (9:00AM ET and 5:00 PM ET) and typically lasts 48 hours. After each event ends, the merchandise is no longer available. Members are notified by email in advance of each upcoming event according to their notification preferences.

Company Representative

Thumbnail of user beyondr
BeyondtheRack B.

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1.4
656 reviews
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