Beyond The Rack Reviews Summary
The company has garnered a predominantly negative reputation, with customers expressing significant dissatisfaction regarding product quality and customer service. Common complaints include receiving items that are damaged, incorrect, or of inferior quality, alongside a troubling lack of responsiveness from customer support regarding returns and refunds. Many customers report long delays in order fulfillment and inadequate communication, leading to frustration and a sense of being misled. While a few positive experiences exist, they are overshadowed by a prevailing sentiment of disappointment and caution among consumers, advising potential buyers to reconsider their purchases.
This summary is generated by AI, based on text from customer reviews
I wish if I could give it "Zero" stars. This company makes your online shopping a nightmare. Getting your items after months of waiting doesn't worth your money. Their customer service representattives are bunch of robots who copy, paste the same answers over and over again no matter what you asked them. BEWARE! Their "QUICK SHIP" and "SHIPS FROM BTR IN 48 HRS" is BS! They are just trying to trap you to get your money in quick. They don't have merchandise to ship in 48 hrs. It's the same old process where they contact their supplier to send items once you place the order. I have been in this trap twice and now never shopping with them every again.
Spent $1000 on FAKE Christian Louboutins and they are refusing to give me a refund. Not only that but they made me send the item back to them only to tell me they are sending it back to me telling me they cannot do a refund and offered me 79.99 as compensation for the completely FAKE item they sold me for $1000. I will be contacting my credit card company as soon as I get the letter from Christian Louboutins confirming it is fake. This website literally robs their customers and refuses to admit they sell fake items. Never buy from this website, you will regret it!
Hello Christina, thank you for taking the time to review BTR here on Sitejabber.
We would like to reassure you that all merchandise we sell on our site is guaranteed to be 100% authentic as we only deal with reputable vendors and suppliers.
Selling fake goods on our site would hurt our reputation and this is not the relationship that we want to build with our customers. We also do not condone the reselling of counterfeit merchandise.
We would however definitely be happy to take a deeper look into your account and so kindly email us at social@beyondtherack.com with your order details. We do hope to hear from you.
Beyond the rack is not a good company ，I bought 5 items ，in the 5th May and 9th May, canada post returned all the post parcel, i hope beyond the rack reship all orders, but they just reship 1 pair of sunglasses and refund the cheapest one scarf，the other 3 items they looks like don't known everything, i gave them almost 20 emails, and they looks like don't want to do anything.
I cant even begin to tell you how disappointed I am with the service you provide and the dishonest statements. IF you say your going to ship an item then do so on the date you state you will. I have waited a month now for items that should have been shipped *according to you) two weeks ago and am now being told you don't even have the items from the supplier yet. Your very quick to take my money yet I have to wait more then a month for my items? Something seems wrong here. I will be sure to post my reviews every chance I get on every site I can. I will also encourage friends and family to order from somewhere more reasonable and more honest. Customer service is everything and yours has gone downhill FAST!
I PURCHASE A PAIR OF GUCCI SHOES ON JUNE 1,2015, I HAVE NOT RECEIVED THEM AS OF YET BUT MY ACCOUNT HAS BEEN DEBITED, I CALLED ON 07/11/15 AND I WAS TOLD THAT THEY WERE SHIPPING FROM CANADA, HOWEVER I RECEIVED AND EMAIL STATING THAT THEY SHIPPED ON JUNE 28,2015, THIS RAISES TOO MANY QUESTIONS
Hello Delores,
Thank you for taking the time to review BTR here on Sitejabber.
We’re sorry to hear we’re late in shipping your order. Please know that we try our best to ship all orders within our 2-3 week shipping timeframe, however, may at times encounter delays with our vendors that are beyond our control.
We charge your card when your order is processed as these orders are placed directly with our suppliers. This is one of the ways in which 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 are actually ordering select merchandise on your behalf. Working this way helps us secure great prices and selection for our members on an on-going basis, which is what BTR is all about.
Upon receipt of your order, our suppliers ship the purchased items to our warehouse for inspection and inventory confirmation of the merchandise. Once this process is completed, we prepare to ship to our customers.
Once orders have been shipped, depending on the customers location and the warehouse in which we’re shipping from, delivery may take 1-10 days.
We’re a Canadian based company located in Montreal with our main warehouse located here, we also have warehouses located in Plattsburgh NY and Las Vegas.
If you have not yet received your order, kindly email us at social@beyondtherack.com, we’d be happy to take a deeper look into your tracking details to ensure everything is on track.
Please know that we’re here to help.
Just received a fake Givenchy bag ( costs $2000) and the delivery with no tracking available since they use private delivery not via Canada Post any more. This is not the same company I had dealt with in the past. I will call my Visa card company to make sure I get my money back
Brought the bag to Givenchy retailer they confirmed the bag from BTR is "counterfeit". As soon as I get an official letter from Givenchy, credit card company would be able to reverse my payment to BTR. Never want anything to do with this company again.
Hello Das,
Thank you for taking the time to review BTR here on Sitejabber.
We would like to reassure you that all merchandise we sell on the site is guaranteed to be 100% authentic. BTR only deals with reputable vendor and suppliers.
Selling fake goods would hurt our reputation with our customers and this is not something that we want. We also do not condone the selling of counterfeit merchandise on the website.
It is true that we use our own delivery service called BTR Direct for our local deliveries and part of the Toronto area. If you click the tracking # on your track orders page, you will be redirected to your shipment details, however, this is still a work in progress for us.
While we do stand by all merchandise sold on the site, we’re happy to walk you through the return process and issue you a refund to your original method of payment as an exception to our returns policy.
If you have not already contacted our customer service team, please email us at social@beyondtherack.com and we’d be happy to reach out to you.
Two times ordering and received nothing! Just after about 1 month refunding! No credit and apologising
Hello Mehr,
Thank you for taking the time to review BTR here on SiteJabber. We’re so sorry that we were unable to fulfill your two orders.
Unfortunately, there is no way for us to predetermine if a supplier will short ship us on the inventory we were promised. Therefore, occasionally, we do find out that certain items cannot be shipped. We do understand your frustration during this matter, and would like to take a moment to explain to you the process of Beyond the Rack.
Due to the fact that we are not a retailer, we do not carry stock in our warehouse. Once an event has closed, we place all demand orders with our supplier. We work closely with all our suppliers to ensure that merchandise ordered by our members arrives at our Order Processing Center on schedule. This is how we are able to offer designer brands at discounted prices. Unfortunately, there is often times (occurs only in 4% of orders) when we’re unsuccessful in securing the merchandise you ordered, and only as a last case scenario will we need to issue a refund.
With that said, please email us at social@beyondtherack.com, we’re more than happy to take a deeper look into your cancelled orders and see if there is anything further we can do for you.
Please know that we’re here to help!
The items they sell is well below the average quality. They have poor advertisement practice. Will say 3 dollars shipping for 30 dollars and above then charge you 24 dollars. When i approached a customer service rep called "Johnny" I was offered 2 choices take the order as and pay the 24 shipping or else cancel order. At no point did the customer service rep understand that neither at checkout nor at buyout did the website inform the customer that standard 3 dollar shipping rates do not apply for whatever reason.
This is the second time I have fell for the false advertisement and I have ended up paying for charges which should have never been there to begin with. It is time for me to move on and find other online places for my shopping.
Hello Ahsan, thank you for taking the time to review BTR here on Sitejabber. We're sorry to hear if you may have been disappointed with the quality of the merchandise you received and if the quality was less than expected. Our buyers search the globe to constantly offer our members a selection of the highest quality goods.
Also, we apologize if you were charged 24$ in shipping fees when we held our $3 base shipping promo over the weekend. However, it is stated in our FAQ’s that additional shipping may apply and is calculated on your ship to address and the weight or size of the parcel. Also some events or items are subject to flat rate shipping as well as white glove delivery service.
With that said, if you can kindly email us at social@beyondtherack.com, we’d be happy to take a deeper look into this for you.
Thank you and we hope to hear from you.
Just received a burberry polo that was ordered almost a month ago (very slow shipping - if you don't have the merchandise in your warehouse you really shouldn't be selling it) after waiting so long for the shirt, I was very disappointed when I opened the package within 22 seconds I could see this was not authentic burberry merchandise. I see that BTR does not offer refunds, however for non authentic merchandise I think they should make exceptions. BUYER BEWARE unless you are ordering non designer merchandise DO NOT buy from BTR completely waste of money and time waiting for knock off items.
Hello Ashley,
Thank you for taking the time to review BTR here on Sitejabber. We’re sorry if you may not have been aware of our shipping policy. However, it is stated on our website under the FAQ’s and at the item level that it takes 2-3 weeks for us to receive the merchandise in our warehouse and could take up to an additional week for the package to arrive at your doorstep. Therefore orders can take up to 1 month to be delivered.
We charge your card when your order is processed as these orders are placed directly with our suppliers. This is one of the ways in which 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 are actually ordering select merchandise on your behalf. Working this way helps us secure great prices and selection for our members on an on-going basis, which is what BTR is all about.
Upon receipt of your order, our suppliers ship the purchased items to our warehouse for inspection and inventory confirmation of the merchandise. Once this process is completed, we prepare to ship to our customers.
We would like to reassure you that all merchandise sold on our website is guaranteed to be 100% authentic as BTR only deals with reputable and trust worthy vendors.
We also do not condone the selling of counterfeit merchandise on our site. Selling fake merchandise would hurt our reputation and this is definitely not something that we want.
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. However, with that said we do want our customers happy, and therefore if you can kindly send us an email to social@beyondtherack.com with your order details we will be happy to see what we can do for you here.
We do hope to hear from you.
I shop online all the time from reputable sites (Saks, Shopbop, SSENSE, Neiman Marcus, etc) and recently decided to make my first purchase on Beyond the Rack. I ordered a Celine Trio bag which was $800 and when it arrived, I could see that it was not authentic based on the other Celine bags I own, including other Trios in different colours.
I had read on other forums that individuals who experienced similar issues were able to receive refunds for their products - after all, I received a product that is not as advertised (aka NOT authentic).
I contacted the company via the live chat and after the representative greeted me and I entered my concern, I waited ten minutes for a reply and the rep did not reply. I have never experienced such slow response time in my life. I decided to close the window and restart the chat with another person. After typing my concern, the person was completely rude and not understanding. For example, here is a quote from our chat:
"anyone can tell different stories and black propaganda just to destroy ones reputation"
I am completely appalled that this company even exists - how could a company be so poorly run with such poor customer service. It is completely outrageous!
Anyway, the representative told me I could not receive a refund - only BTR credits. Why on earth would I want to receive $800 worth of credits to this site which I do not trust and would never shop at again. In addition, refunds should be issued for products that are not received as advertised (aka authentic), especially given that it illegal to sell counterfeit goods.
Looking around the internet at other forums, (ex. Purseforum: http://forum.purseblog.com/celine-shopping/anyone-bought-from-beyond-the-rack-*******-6.html) it seems that others are having the same issues are receiving refunds.
It is such a shame that this website exists, taking advantage of consumers making large purchases. Buyers, beware... do not order from here!
Hello Jess,
Thank you for taking the time to review BTR here on Sitejabber.
We apologize for the negative experience you've had with Beyond the Rack. At BTR we not only pride ourselves on providing brand names at the lowest prices, but we also take a great deal of pride in our Customer Service.
We’re sorry to hear if you’re having doubts with regards to the authenticity of your Celine handbag that you recently purchased. We’d like to reassure you that all of our merchandise sold on the site is guaranteed to be 100% authentic as BTR only deals with reputable vendors and suppliers.
We also don’t condone the selling of counterfeit merchandise as selling fake goods to our members would hurt our reputation and this is not something that we want.
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 sincerely apologize for the length of the time our live chat agent did take to reply to our concern and if they were rude in any way. Rest assured this is not the type of service we strive to provide to our members.
While we have not had any issues with our Celine handbags, we do take your concerns seriously and would love to take a deeper look into your issue and find a resolution for you. Please kindly email us at social@beyondtherack.com with your order information and we’ll be happy to reach out to you.
We hope this helps and we hope to hear from you.
I just want to caution everyone that the products sold by BTR are 'seconds', meaning there is something wrong with the quality preventing it from being sold properly. Everything is either damaged, mis-sized, or bad quality (punctured, torn frayed etc). Refunds are impossible to receive, even when they ship you an empty bag. Discount shipping frequently lost or delayed, and customer service is rude and ill-equipped to assist. Flush your money down the toilet -it will be more satisfying than shopping with this company
Hello Shelley, thank you for taking the time to review BTR here on Sitejabber. We’re saddened to hear about your negative experience. At BTR we not only pride ourselves on providing brand names at the lowest prices, but we also take a great deal of pride in our Customer Service. We would like to reassure you that all items sold on our website are in brand new condition, unless otherwise stated. We do sell refurbished home goods such as juicers as an example ( still in excellent condition) and previously cared for Louis Vuitton purses.
We're sorry to hear if you have been disappointed with the quality of the merchandise you received and if the quality was sub-par. Our buyers are constantly searching the globe to offer our members a selection of the highest quality merchandise.
We cannot apologize enough if you have received an empty bag – this is definitely not good. We’d love to reach out to you and have this rectified and so if you can please email us at social@beyondtherack.com with your order details we’ll have this looked into for you asap.
Please know that we’re always here to help and we hope to hear from you.
I will never order with BTR again and I wish I never did. Wrong stuff in my parcel and I an struggling since 6 weeks to her my order!
Hello Mireille, thank you for taking the time to review BTR here on Sitejabber. We sincerely apologize for your negative shopping experience. Again, we’re very sorry to hear you received another members order in your parcel. These types of shipping issues are very rare.
We’d love to take a deeper look into your account and have this resolved for you. Please email us at social@beyondtherack.com with your order details and we’d be happy to have this rectified asap. Please know that we’re here to help and we hope to hear from you.
I bough hand bag on the website said is leather. Item not leather at all and smell strong plastic.
Hello Guihong, thank you for taking the time to review BTR here on Sitejabber. We apologize for any disappointment with regards to the recent purchase of your handbag. Please note that all product information is provided to us by our vendors. We would however like to take a deeper look into your complaint to see if there was any description discrepancy and therefore if you can kindly email us at social@beyondtherack.com with your order # we’d be happy to investigate this further. Please know that we’re here to help and we hope to hear from you.
I have been a loyal customer of BTR for many years now. Don't know what had change, but on several recent orders I received the quality have been quite poor. I used to raved to my friends about this site, but this time think I will be doing a not so good review.
Hello Jennifer, thank you for taking the time to review BTR here in Sitejabber.
We're sorry to hear if you may have been disappointed with the quality of the merchandise you have been receiving and if the quality was less than expected. Our buyers search the globe to constantly offer our members a selection of the highest quality goods.
We would like to take a deeper look into this and therefore if you can kindly email us at social@beyondtherack.com and provide us with the order number(s) and name of the item(s) as well as the reason why you feel the quality is not as good, we would be happy to share this with our merchandising team since customer feedback such as yours is very essential in helping us decide what items we sell on the site.
We do hope to hear from you.
I ordered from this site 3 weeks ago and I have not even received a tracking number from them, ordered from Canada. They have already credited my account. I would not be recomending this shop to any one.
I even sent them emails and no relpy yet.
Hello Zeo,
Thank you for taking the time to review BTR here on SiteJabber.
We’re sorry to hear if we’re late in shipping your order. Please know that we try our best to ship orders within our shipping timeframe of 2-3 weeks.
At times, we may encounter delays with our vendors that are beyond our control.
We also apologize if you have not heard back from our customer service team. We typically answer all emails within 24-48 business hours.
If you can kindly email us at social@beyondtherack.com, we’d love to take a deeper look into your order and see what is causing the delay.
We hope to hear from you.
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 have ordered from here a few times and each time it makes me angrier and angrier as last time it said it would take a month to ship my order then finally when that day came I sent a message to only find out they still didn't have the stock and it would take a couple more weeks... I don't save enough to shop here and wait months for my order.
Hello Barbie, thank you for taking the time to review BTR here on Sitejabber. We sincerely apologize to hear there is a delay in having your order shipped. Please know that we try our best to ship orders within our 2-3 week shipping timeframe, however, may at times encounter delays with our vendors that are beyond our control.
While we know that it may be long at times, we do hope that our great brands and savings make up for the extra time.
Please email us at social@beyondtherack.com with your order # as we would be happy to take a deeper look into your order and see what is causing the delay.
Please know that we’re here to help and we hope to hear from you.
Beware! Beyond the Rack are crooks! I purchased 3 pairs of shoes in size 8 and received 3 different sizes! A dress that they advertised as polyester is rayon instead but there is no label in the dress so I can't even prove it! Now I'm responsible for the return shipping! Unbelievable!
Hello Denine,
Thank you for taking the time to send us your feedback. We’re so very sorry to hear that you purchased 3 pairs of shoes and if we shipped you 3 different sizes and if we potentially made an error in the description of the material of the dress. We can definitely understand your frustration towards the matter and take these issues very seriously.
We would love to take a deeper look into this and find out why these items were shipped to you in error. If you can kindly email us at social@beyondtherack.com we’d be happy to reach out to you. Please also know that if we did ship you an item in error, you would not be charged return shipping for our mistake. We do hope to hear from you.
First time ever buying from this website, I ordered a black fur hooded xs coat, and get a large kaki trench coat, with the sticker saying "Black fur hooded xs coat" these people most be imbeciles or something. I am very disappointed, I hope I get the right thing sent to me or A FULL REFUND! DON'T WANT YOUR CREDIT FOR YOUR MISTAKE! If I don't get the right coat or refund, I will be arguing this transaction with my bank.
Hello Julie,
Thank you for taking the time to review BTR here on Sitejabber. We’re so very sorry to hear we shipped you the wrong coat and if there may have been a labeling issue here.
Please know that it is never our intention to ship an incorrect item and should an incorrect item be received in error, you will be issued a refund to your original method of payment, not a store credit if this is how you initially paid.
If you can please email us at social@beyondtherack.com and provide us with your order #, it would be our pleasure to take a deeper look into this and see why this happened and if we can locate the correct item for you. If for any reason the item cannot be located, we will be happy to assist you with a return for a full refund.
Please know that we’re here to help and we do hope to hear from you.
I unsubscribed from emails, now I have a slew of people calling me asking me why I unsubscribed. I had already told one person to not call me anymore, this is a work phone. I was given blah, blah yes we will do it.
Now another person called. Honestly this is a first, stop harassing the users!
Hello Tracie, We're so very sorry if you received another call from us. This may have been an oversight and we cannot apologize enough. If you wouldn't mind emailing us at social@beyondtherack.com, we would be happy to ensure you do not receive any more calls and will also bring this up to our management team. We do hope to hear from you.
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.
- 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
- 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
Hello Sam,
Thank you for taking the time to review BTR here on Sitejabber.
We’re very sorry to hear if your items purchased from our quick ship event may not have shipped out within our 48 hours as advertised.
We can definitely understand your frustration and would love to take a deeper look as to what happened here.
Please email us at social@beyondtherack.com with your order #; we’d be happy to investigate this issue further and reach out to you.
Please know that we’re always here to help.