Sab M.

Trying to sort out an issue with customer service right now and they're not being helpful at all. I ordered a bikini bottom and the matching top which arrived with missing beads that hold the straps clinched together. Since I needed the bikini for a vacation and received it just in time, I had taken off all the labels and as I started to pack it noticed that it was missing pieces (as advertised in the image when I bought it). So now I have no time to return or exchange it (not that I even could bc the labels are off), and I wasted my time on the website trying to find a matching top and bottom in my size. BTR wants to resolve this by offering me a 10$ credit to my BTR account (not even a credit to my credit card). This is unacceptable, as now i'm stuck with an incomplete bikini top and the matching bottom, went through the trouble of finding, selecting, ordering and waiting on this bikini (which wasn't cheap enough for me to just write it off, it cost me 90$), only to receive it incomplete. Why aren't your items checked for quality and completeness before being shipped out? I don't have time to replace it not to mention the sale is over and so I couldn't even exchange it if I wanted to. I tried to be flexible and ask if they can contact the vendor to let them know the item was incomplete and send the missing pieces or even equivalent pieces, anything that will do the job. The customer service representative has minimized the problem and said it won't be possible and that all they can do is a 10$ credit to my BTR account which is "plenty to cover the cost of the missing ornaments". A) the ornaments are plated to protect from erosion, so now I can't just replace them B) I can't buy missing ornaments using BTR credit so that's useless to me C) The inconvenience this has caused and how BTR has left me scrambling to find a solution before my vacation is worth far more than 10$.

Thank you BTR for all the respect you show your clients. This was your mistake and I sure hope you can rectify it. I've respectfully asked the customer service representative twice now to please pass my case on to a supervisor so we can find a reasonable solution. If she still insists on not dealing with this problem appropriately, I will have to escalate. This is false advertising and illegal.

-------------------------
UPDATE (23/07/2014):

Thanks to this site, *******@beyondtherack got in touch with me (as per the comment you see posted). They were quick to try to resolve the issue to the best of their abilities. Unfortunately the missing ornaments could not be replaced and the item as well as any equivalent items were out of stock. The woman I corresponded with was extremely professional and understanding. She offered a few solutions, but that didn't work for me. Ultimately she found a solution that was far beyond what I had expected and I'm satisfied with the outcome.

I had also forwarded her my correspondence with customer service and told her to make her own judgements about how it was being handled. She agreed with me that it was inadequate and understood my frustration. She spoke to that individual and hopefully future encounters with BTR customer service will be smoother.

All in all, thanks to this individual, we were able to find a timely and appropriate resolution! As such, I've changed my rating to a 3 star. I would give the individual form social@BTR 5 stars! But I can't ignore everything that lead up to it. So I've amended my rating to 3 stars. Hopefully with future orders it will go up to 5!

Ordered a few pairs of shoes from here. No issues whatsoever. Delivery times are reasonable, shipping is free and if there will be delays, they let you know. Keep you very well informed and customer service is friendly and accomodating. My fiancee ordered a pair of shoes and we had our first issue where the color looked nothing like the image online. Called customer service, they handled it very well and paid for the shipping of the shoes back to them for a full refund. This is how every business should operate, will definitely continue ordering from this company!