Beyond The RackReviews 654

BTR is a horrible site.! I ordered something for the first time a month and a half ago and still yet to be shipped out! Are u kidding me? I called customer service last week and this girl told me it would be shipped out by the end of this week and now its Friday and same message comes up on my tracking order.! "Will be shipped out soon" "Bull"
BTR do us all a favour and close down.! First time and last time i order from you.! And so many other ive spoken too.!

What used to be a reputable site has gone horribly downhill. They are now hiding behind the statement "BTR guarantee that all the items featured on our website are 100% authentic.". This is basically a way of them saying don't worry, if you catch us we will give you your money back.

Chances are if high end designer pricing seems too good to be true, it is ( in this case a Gucci purse).

STAY AWAY! Go to ioffer.com if you want Chinese junk

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

Ordered a gucci bag on 9/22 and still have not received the bag or any updates. I called on 10/19 to inquire and was told the bag was expected to be in on 10/22 and would be shipped with priority because of the delay.

Called today, 10/26, and there is no update, told the bag is due in tomorrow and he didn't see a date of 10/22 nor do they do priority shipping. So was I lied to on 10/19? Yep, probably so!

I am currently on hold to speak with a manager (been holding for at least 20 minutes). I also just emailed that generic email that someone from BTR responds to in these requests, so if you see this review, no need to send me that generic message that you are sorry, JUST RESPOND TO MY EMAIL that I sent.

I am with the rest of the group, I will be blocking their emails and NEVER using them again.

I can't believe I actually had to pay for this delivery service. They give you a 2-3 week shipment date and they can't even manage to meet that. Its been over a month now and all I have been told is that "your order is on track, we will email you when it has shipped". That is not good enough and can't see them being in business for much longer if it continues. Companies like Amazon makes these guys look like amatuers and will not be dealing with them again no matter how many $10 off 'sorry' coupons they send my way.

Horrible customer service. I made an order on Sept 9th and to date I don't have my order. Customer service was no help. The company sent me a tracking number stating the order shipped 10/05/15. I looked up the item via the tracking number provided and it still states the order is in Las Vegas since 10/05/15. Called customer service asked why the order was still in Las Vegas. Can't get a answer as to why. So I demanding a refund and was told they will not refund, if I still want a refund I can request once I receive the items. Horrible company, I will never order from them again. I am out of almost 400.00 and not merchandise... Consumers, take notice and do not order from Beyond the Rack

Ok so I ordered an item A month ago, was advised that it would be shipped from Oct 9-16th. It didn't happen. So I sent them a first e-mail friday, asking if they knew when it would be shipped. I got no answer other than "we have received your e-mail and customer service will contact you". Sent another one this morning, still nothing. I can understand that there could be some delays, however the customer should be advised... This was my first and last time ordering from them. I shop online ALL THE TIME and I have never seen such poor service and never bought an item to find out it wasn't shipped a month later... Ridiculous.

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

Well I don't get these so many very bad reviews. I've been ordering from this site for more than a year, and in total, I'm satisfied. First time I bought a sweater and a winter coat from them. They are actually good quality. I wear the coat even in -10°C (below that I wear my main winter coat!). To my surprise, I received them in a week. After that all my orders have arrived in about a month, which is fair considering the price. A top, leggings, a pair of earrings, a pair of boots, etc. Of course I don't buy very expensive items from them, but when they send me a 15$ credit and that coincides with a free shipping event, I think the purchase becomes very valuable.

I am writing again, summer of 2016, to edit my old review, quoted below. Ever since they changed management, BTR has gone down a lot. Their customer service is pretty bad, they don't respond to emails anymore, and it's hard to get them on the phone. I ordered two purses from them in March, and a few months later, they did not arrive. They tried to contact me a few times, to explain they were out of stock and such, but I lost my patience eventually, and asked for a refund. Apparently they changed their policy without telling anyone, and instead of doing a refund on my VISA, they offered me a store credit. I did a dispute with Pay Pal, and finally got my money back.

"I have been ordering from BTR for the past three years, and 95% all products have been of good quality (compared to what you find in the stores). You will find unique clothes there, that earn you many compliments. I am not a brand-name person - I like fashion, I just buy something because it's made of quality material and looks nice on me, I don't really care what brand it is (sorry brand shoppers, can't help you there!). They have great variety too. It takes about 3 weeks for them to ship a product, then a week or so to arrive - they give you an estimated delivery date when you order. Be careful, because if you return something, you loose the shipping fee, and have to pay an extra fee (around $10) to return - you will not get a refund, just a store credit. They give you a refund if you cancel the purchase before it's shipped, or if it's out of stock (that only happened once)."

I just got my Givenchy purse today that was not authentic. I mean. If you are gonna send something fake, at least put some effort to send one that would look close to the genuine one. I didn't even have to open the dust bag because dust bag was not authentic at all. There was the Givenchy logo written on the dust bag all right, but where did you leave the Paris at? It said made in Italy, but yeah maybe it was made in Italy town in China. I am so furious right now that I have just spent hundreds of dollars on a fake purse.

I made my first purchase from BTR this summer. I ordered two items, a pair of sandals and a "genuine Italian leather" designer handbag. I received the sandals very quickly. I was somewhat disappointed in the quality. I thought that for the "original" price they would have been better. They weren't bad but I was very grateful that I had not paid more for them. The handbag took over 6 weeks to arrive. Even though when I placed my order I was given a time as to when it would be shipped which did not happen. When I called customer service I was told that they order the bag from the manufacturer and then ship to the customer so it depends on when they receive it. The package was then shipped to Eastern Canada for delivery to the "Far West", that being BC and it would take at least a week from there. When I asked why the package would take a week or so to be delivered to the postal outlet (in another province) I asked if they were driving it. (Being sarcastic). The customer service representative said yes.

I still have not used the bag as I question the authenticity of it even being a designer bag. A fake maybe. It doesn't look all that bad however it does not look or even smell like the Italian leather handbags I seen when I visited Italy. All my handbags are leather so I know what leather should smell like whether its from Italy or North America. This "leather" has a peculiar smell about it. I've done some research on the manufacturer and have found ou it is not an Italian company but one out of Eastern Europe. I also researched the exact bag on other sites and BTR did have the price marked much higher than any other site I looked at (many of those sites being in Europe). I've debated about returning it but then I'm stuck with a credit to BTR so I can buy more fake products. I don't think I'll be buying from BTR again.

In July, I ordered five items using up a credit I had. Out of the five items, I kept one and subsequently returned four of the items in two separate packages in mid August using the return labels included in my original order. After two weeks, I started to get nervous about what happened as I usually get an email that my items have been received. I contacted BTR and was told to by a CSR to give it another two weeks... a month later after a couple more email exchanges, they said my return label wasn't activated and that's it. I haven't heard anything. So, basically, I have been abandoned, my packages are gone and so is my $ to the tune of $150. No offer of some kind of credit or apology. Buyer beware!

Like I said earlier on, I have opened a page on Facebook with the name Beyond the rack sells fake and its fraud and I have posted the pictures of both their sanitized invoice made with a damn spreadsheet ( at least spell the name Celine properly if you going to send me an invoice might as well make it look real) and the whole sides of the bag and I would be posting the aunthenrication reciept that shows it fake and what a real Celine that took on the store looks like. I would also post the police report and am going straight to my bank to get my money back while the cops hold on to the fake bag (Exhibit). They know they sell fake, they are just some copy and paste robot, reading and regurgitating what they have been told to do. Oh they also sold me a fake luggage that too you would find on the page. So much for selling authentic... Fraudstars! Broad day light robbers..

So far I have had a great shopping experience with btr. I am new to shopping with them but so far so good.
My first order was on July 25th, it shipped out July 27th, and arrived at my door August 5th. One of the items was way too big (pair of shoes), so I looked online for reviews on the shoe and found out it was a mans shoe. I emailed btr and explained how they failed to have proper product info/description and that it didn't feel fair for me to pay for shipping when it wasn't me who got the size wrong. They responded promptly and agreed with me and said to ship back the shoes and that they will refund my money back to my credit card and that they would not deduct the shipping cost.
I thought that was great!
My second order was also made on July 27th, shipped out on August 5th, and arrived August 12th. Ordered 5 items out of which 4 items arrived on that date. All my items are great quality. Can't complain. The last item on this order was shipped out on August 14th. I have yet to receive it. But that's OK with me.
Also, I have made orders but then changed my mind on them and I have called btr to cancel my orders and they have been extremely nice and professional about it. As long as your item has not been shipped out to you, you can cancel and get a full refund back on your credit card.
So far, I love this site! Great deals!

I've purchased many items from BTR in the past few years and the most frustrating part of their business is the delivery timelines. With many competitors out there, why would I want to do business with a company that doesn't do anything to fix this issue. One of their biggest complaints is length of delivery!

BTR needs to set expectation right away and let their customer's know actual lead-time on their products. If you want client loyalty, you must be up-front and let the consumer make the decision if they wish to wait for a purchase for 48 hours or 6-8 weeks. You set expectation up front and lower customer dissatisfaction.

Your business concept is smart, your execution is poor...

Hope someone from the executive team at BTR sees the feedback they get from their members.

Regards.
Sam

I purchased a watch which looked to me at first that its original so i purchased it, after receiving it i decided to return it cause i didn't like the fit, but then I thought i would compare with the original from their site, very close in look but few things didn't match up right away i new it was fake, Now I'm stack with credit and i will have to get something else just so i use the money i will not get back, buying fake product for a lot of money. VERY BAD COMPANY

Stay away! I've been a customer for several years and I echo the concerns of many on this site. Over the years the products and service have deteriorated. Items are of poor quality, sized incorrectly, and exceed btr's own laughable delivery times. I give up trying to deal with this company.

Case in point: My last, and most recent, purchase is as a result of a credit on my account from the return of poor quality and incorrectly sized items. The item should have shipped days ago but when I looked at my account, I saw a disclaimer that states the item "is on track" and that I will be notified when it ships. This is a new way for btr to "pya". How can the item be on track if they've already exceeded their ship by date? Given the deteriorating products and services, this is a fitting end to my time as a customer.

UPDATE: almost 10 days since my post and still the product has not shipped!