I placed my order on February 28 2016 and yet it is March 28 2016 and nothing has arrived. I do not have the ability to track my order, so I tried to call their customer service but the phone ends up getting cut off anyways or as if someone rejects the call.
Horrible service -Ordered 4 items in April and they can NOT fullfil the order, They told me I have to get my credit card company to do the refund. Visa only allows 3 months for a request of a credit. We are in August. I will never use this company again.
I received my item timely and I don't see that it was anything but a several hundred dollar fake damaged hand bag. Beware when buying from these people. The item is damaged, does not work, and is not returnable.
As many others my credit is lost. I questioned them, and they said that they would look into it.
When they got back to me, they said, "it appears that there are quite a few people that are in the same situation, we will need more time to look into this". They basically acknowledged it but say that they can do nothing. BUT they can! Be honourable!
Sad that BTR is having financial problems right now. I loved shopping on the site, but now I am afraid to shop because I'm afraid they will go bankrupt. Will wait and see. I can't say that I have had problems with them. You have to be very patient when shopping on this site and I don't mind waiting. They have always shipped my goods and gave me refunds when necessary. I am very happy with almost all of my purchases and have all kinds of beautiful items that I love thanks to them. I don't understand the reviews that say they are difficult to contact, I have contacted them very often with no problems at all and they always let me know what's going on if there is a delay etc. Anyhow, they have done a great job and I hope that they stay open so I can continue shopping.
My wife placed an order on April 2nd 2016. The order #******* and until know she didn't received her item. Last time she contacted your company she received the information the item was not received from your supplier and should be shipped after you receive it. Until now, no product. We want our money back. It's being 30 days.
I ordered some items from BTR recently and was hugely disappointed with the quality. It seems to be knock off quality, made somewhere in Asia and totally poor quality. I want to return the items but they only issue credit notes. I can't deal with $200 in credit to a site I no longer trust! I will not be ordering from them again.
Hello Fariba, thank you for taking the time to review BTR here on Sitejabber. Although we have already been in contact with you, we wanted to apologize again for your disappointment in the quality of the merchandise you received.
We do take product quality feedback seriously as this helps us determine what items we sell on the site. Please know that our buyers do their best to ensure the highest quality merchandise for our members on an ongoing basis. Also all merchandise featured on our site is guaranteed to be 100% authentic as we don’t condone the selling of counterfeit merchandise.
We’re happy to issue you a refund to your creditcard this time around. We want our customers happy, even if it means amending our policies at times.
We do hope that you give BTR another chance to prove to you that shopping with us can be a great experience and we hope to see you shopping with us again in the future.
I've been trying to get my $150 credit back for over a month now since it disappeared from my beyond the rack account which was refunded to me when my order for sunglasses was cancelled by them, not me. Now seeing all these reviews on here I don't think I will ever see this money again. So friggen pissed off right now, and will never ever order online again. Back to the stores for me!
BTR charged my credit card immediately for my order. After 3 weeks of waiting, my order status on the BTR website showed the product "Shipped". 5 days later, the carrier still didn't have my package to pickup at BTR warehouse. Customer service wants me to give them more days to followup with no reply. After more calling to the customer service, finally, BTR is willing to give me a refund in another 5 to 10 business days. This is my first order with the company. From my contacts with the company, I felt that company might don't have the products listed for sales on the website, however, simply using customer's prepayment to fund their operation.
Hi Cecilia, thank you for taking the time to review BTR on Sitejabber. We apologize for any disappointment or confusion in regards to your order.
We charge your card when you order is processed as these orders are placed directly with our suppliers. This is one of the ways we are able to offer you such discounted prices. We only authorize our suppliers to send us their merchandise once the event closes, at which point we know exactly what to order for our membership as a whole.
As a private shopping club, we're ordering select merchandise on your behalf. Working this way helps us secure great prices and selection for our members on an ongoing basis, which is what BTR is all about.
Upon receipt of your order, our suppliers ship the purchase orders to our warehouse for inspection and inventory confirmation of the merchandise. Once completed, we prepare to ship to our customers.
We did experience some issues with our courier Ontrac at that time where tracking #'s were not being updated. While this issue only lasted a few business days we sincerely apologize for any inconvenience this may have caused you. Looking into your account, your parcel was successfully delivered to you on July 3rd and we hope that you're very happy with it.
Should you have any further questions or concerns, please do not hesitate to contact us. Please know that we're always here to help.
Thank you for shopping with BTR!
Ordered In 2016 still waiting... Last I heard management changed. Guess that means they lost all contact of previous Happy Customers (VICTIMS) apparently there is enough of us out there that will give them a shot. I think they should just start a gofundme page...
Ordered from BTR for the first time and received my shipment very promptly. Only problem is I truly believed the 200$ + purse I bought to be authentic! It didn't smell like real leather and the tag said "Made in Bulgaria" when it's supposed to be made in Italy! What a farce! Ok so I didn't notice in the description that the last thing it said was made in Bulgaria, my bad. But I truly believed all the designer brand stuff was REAL on this site! I am so dissapointed especially since this was to be a gift for someone! They agreed to credit me but won't give me a refund. What the hell will buy now?!
Hello Jen, thank you for taking the time to send us your feedback here on Sitejabber. We apologize for any disappointment with regards to your purse. Here at BTR we take authenticity issues very seriously. We would like to reassure you that all merchandise on site is guaranteed to be 100% authentic as BTR condones the reselling of counterfeit items. BTR also only deals with reputable and trustworthy suppliers.
We also apologize if you may not have been aware of our returns policy. At this time our returns policy is due to the fact that we are not a retailer, we are a private online shopping club. All of our merchandise is ordered specifically as our clients place their orders during the time of the sale.
With that being said, given that this is your first purchase with BTR we do want you to have a great shopping experience with us and therefore we’re happy accept the purse back to BTR for a full refund back to your original method of payment. Please use our enclosed return label that was provided with your parcel and your return shipping will be on us. If you can kindly also email us at social@beyondtherack.com and include your order #, we’ll be happy to reach out to you. Please know that we’re always here to help.
You have to really search for a good deal and hope you get the high quality your looking for. Half of the brands and "designers" on the site I never heard of and when you search the web for said designer the only information that comes up is from sites like Beyond the Rack. Quality of the merchandise is fair at best - you can tell that it is a knock off. Shipping takes twice or even three times as long as normal shipping - which I can understand biased on how they explain it - but if you order multiple items you get multiple packages at different times, which seems like a waste of time, money and materials. You can return your items unlike some other similar sites but you get BTR credit, so you can spend it on something else that's not worth it. BTR is projecting negatively on the real designers - you purchase a Michael Kors product but what you get is a cheaply made Michael Kors product. Save your money and time.
Hi Jennifer
Thank you for taking the time to review BTR here on Sitejabber.
We apologize if you have been disappointed in the quality of the merchandise you received or have been disappointed in any of your recent orders. Our buying team works hard to ensure great quality merchandise for our members on an ongoing basis.
It’s true that we can take a bit longer to ship out our orders. Typically, we ship out orders at 2-3 weeks. We don't hide this fact, in fact, we post it everywhere so our customers are well aware of the delay. While we know it can be long at times, we hope our great savings and great brands make up for the extra time. At times we do run into delay with our vendors that are uncontrollable, however, we will always send you an email update to let you know the status of your order.
We realize that our customers would love for all their merchandise to arrive in one parcel and we try our best to consolidate our parcels when we can. If you purchase more than one item from the same event, or shop from more than one event, we may not receive all of your merchandise from our suppliers at the same time. In this case, we may decide to ship to you the item(s) that arrive first right away, then follow up with a second shipment (shipping for the second item(s) is on us, of course) with a separate tracking number when the remaining item(s) become available. Also, we have several warehouses, so your merchandise may come in several shipments.
We apologize for any disappointment in regards to our return policy. We try and make this as hassle free for our members. At this time our returns policy is due to the fact that we are not a retailer, we are a private online shopping club. All of our merchandise is ordered specifically as our clients place their orders during the time of the sale. Therefore, most merchandise (excluding swimwear, lingerie etc for hygiene purposes) are accepted back to us within 365 days for a store credit to the customer’s account.
With that being said, if you’re truly dissatisfied with any of your recent orders, we are happy to accept them back to BTR for a full refund to your original method of payment. We want our customers happy, even if this means amending our return policy at times.
We have sent an email to the email address we have on file. Please keep an eye out on your email inbox.
Thank you for shopping with BTR.
I purchased a Celine Nano luggage tote as well as a Gucci Soho Disco bag from the site and both turned out to be fakes. Customer service is unresponsive and had to get my money back through PayPal. Stay away!
I love the bargains on BTR; the value can't be beat anywhere. I love big brands, & thanks to BTR I can buy whole outfits instead of one piece. I couldn't ask for better service or deals; the agents are always extremely helpful. It's such a great shopping experience that I don't even bother shopping at stores anymore!
To those complaining about shipping times - yes, it takes a long time. It tells you that in the FAQ's. But if you order in advance of a special occasion you will have your order in time. You will look fabulous and you will have saved a ton of money.
Hi Amy, Thank you for taking the time to review BTR! This makes us so happy to hear! Please know that were always here for you if you need us! Thank you
I purchased a pair of boots that were advertised at 3 times the price and when i received the boots they were so cheap and inferior that I could have bought them anywhere in my city.
I picked them up in this dreary warehouse in Montreal that was so shady you would think they were dealing something more.
Keep away this is a sham
I wish there was a zero star; ordered several times and have returned everything because the sizing was absurd and the products shoddy. As many have noted, they only issue a company credit and the shipping cost on the returns is very high. Planning to just ignore the 'credit' and chalk it up to the cost of experience!
Hi Amy, thank you for taking the time to review BTR on Sitejabber. We're so sorry to hear about your disappointment with your purchases. We never want our members to feel this way or have this type of shopping experience. Our buying team works very hard to ensure quality products for our members.
We’re also very sorry if the sizing was not suitable. Although most of our merchandise does run true to size, it is not uncommon for certain brands to run big or small depending on the manufacturer.
It is true that we do credit the BTR account for returns (as always there is the exception for damaged or incorrect items shipped).
At this time our returns policy is due to the fact that we are not a retailer, we are a private online shopping club. All of our merchandise is ordered specifically as our clients place their orders during the time of the sale. We also do deduct the cost of the return label (9.95$) if our return label is used.
If you can kindly email us at social@beyondtherack.com and be sure to include your order #’s, we will be happy to find a resolution for you. Please know that we’re always here to help.
Thank you for being a valued member of BTR!
Once a really good online shopping site, Beyond the Rack has filed for bankruptcy protection. I contacted my credit card company to file a dispute for charges for merchandise I didn't receive. Consumers have 100 days from the transaction date to file a dispute so GET ON IT, those of you in the same boat. BTR has 45 days to respond to the credit card company and if they don't, supposedly you get the charges reversed. Very, very sad. I used to enjoy finding some really good deals from BTR.
I started using beyond the rack when they first started, it was amazing! Quality was great, process was easy... until about a year ago or just over, all of a sudden the products I was receiving were definitely not of quality. Nothing was living up to its advertisement. I stopped using the site and I don't trust their products anymore.
You order items and two months later they are still not shipped; their customer service is pathetic, it must be one person working in their basement and they order the goods after you buy them most likely from China and it takes months and months to get your stuff - the season you bought it for is long over.
I have ordered a few items from them. Even when you confirm an order there is about a 25% chance you will receive and a 0% chance that it will arrive on time. Then once you have taken the steps to cancel and order that I paid for Nov 3 as a Xmas gift and the estimated delivery changed every day until the arrive they sent me a cancellation confirmation and then shipped the stupid package and charged me the full shipping- I have not received a refund yet, I doubt I ever will!
Overview
Beyond The Rack has a rating of 1.7 stars from 654 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Beyond The Rack most frequently mention customer service, credit card and full refund. Beyond The Rack ranks 98th among Discount Clothing sites.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi Carolyn, Thank you for taking the time to review BTR. We sincerely apologize if you might not have been aware of our returns policy for our Vintage items. Our returns policy is stated at the item level (in the item description) for all our products. We would also like to take this opportunity to reassure you that all our merchandise is 100% authentic as we only deal with reputable vendors. We have looked into the order for you, and have e-mailed you in hopes to discuss this with you further. Please know that we're always here to help. Thank you