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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 121st among Discount Clothing sites.
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!
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!
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
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
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.
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 $100 anywhere. Expect about the same quality as Stitches or Ardene. Not only that, but my recent orders took two extra weeks to ship (so 5 weeks), and one of my jewellery orders (of about 15 different selections) didn't even arrive at all. I had to make an inquiry, only to find out that my order had been cancelled without my knowledge. And only then did they say they would refund me. BTR didn't even have the decency to give me an additional credit or incentive to continue shopping with them in the future for that blunder. Don't waste your time with these guys. Shop elsewhere.
After reading the costomer reviews I am really starting to doubt BTR. But it's to late cause I already placed my order. They told me it has been 1 week and said to wait another 2-3 weeks for them to send an e-mail to track my order etc. So I have no choise but to wait and see for myself. If the clothes I ordered is not legit I will contact the police and make a plaint for counterfeit cloths. Trust me us Québecois don't take bull$#*! and I look forward to talk about this in court. Thank you!
Hi Alexandre, thank you for taking the time to review BTR.
We are sorry if you may not have been aware of our shipping policy. It is stated on our website under the FAQ’s and checkout page 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 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 actually 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.
If there is any issues with your order once received, or if you would like us to provide you with an order update, please do not hesitate to reach out to us at social@beyondtherack.com. Please know that we are always here to help. Thank you
I called their customer service line and waited 30 minutes to speak with a representative who could neither speak nor understand English well. I had to tell her three times that I only wanted to place an order over the phone. She finally understood and said that she was unable to take the order. It was quite an experience.
They always appear to have some great prices on shoes, makeup, clothing, and housewares. I've ordered a few high end things as well. My experience is that the low priced items are the absolute WORST quality.
I recently spent $79 for two pieces of art. They were listed as "Ready to hang immediately". What I received is two rolled up pieces of canvas art. Completely NOT wall ready.
I looked into returning them, and I was disgusted to see that it I used their return labels, they would deduct $10 from my refund for using the labels. They also came in 2 separte rolls. So originally I paid $10 shipping and NOW I'm paying $20 to send them back? $30 down the drain for a product that was described inaccurately that I go to look at for 10 seconds. That's robbery as far as I'm concerned. If this had been a pair of shoes that didn fit, be prepared to spend $20 in shipping just to try them on. HORRIBLE!
Thank God for SiteJabber which you cannot even find until you've clicked through several pages of search results. Clearly, beyondtherack is a very well financed new venture. They have dozens of search "results" all set and ready to go when you are trying to get at facts. And they give mediocre savings if any. Stay clear.
Hi Emmy, thank you for taking the time to review BTR. Some of our sales are curated with sought-after items sold at the manufacturer's suggested retail price, and some of our items are offered at deep discounts. We typically have the lowest or one of the lowest prices on discounted items, but cannot guarantee the absolute price all the time across the board. We can guarantee great shopping, a receptive ear and great customer support, so please continue to let us know when you have questions or feedback. Thank you
I have purchased several times from Beyond the Rack and have been happy with most purchases and customer service, until now! I ordered several Burberry scarves because the price was just too good! When they arrived very late I was still excited until I opened the boxes. Clearly fake! I own several and noticed the box and tag were completely the wrong material and color. The quality was horrible and no edge stitching so the scarves were already unraveling. Not the case with real Burberry. I contacted them and they told me I could return. Great, I was happy with that. I have sent them back weeks ago and still waiting for refund or contact. They had to have received them back by now. I emailed customer service but no response. I also purchased a Prada bag awhile ago and was happy at first until I tried to sell it at a consignment store and was told it was fake. I then wanted a second opinion and sent it to another reputable online consignment store, and they also returned it to me and told me it was fake. They charged me for authenticating it! Ugh! Now I was worried because I have bought a lot from them. I had just purchased a Celine Micro luggage and was worried it didn't seem right. I paid to have it authenticated and was told it was fake! I also just received a Givenchy box bag and it does not have the serial/date code stamped on back. All of this style bag have the stamping on back of inside tab. I have emailed customer service about these incidents and have never heard back. I am extremely frustrated and have spent a lot of money. That being said I know I have also received real items from them as well. Some have been sold through the same consignments stores with no problems. I have purchased real Chanel and Louboutin shoes. Also, I know I have received real bags as well. They say they only sell authentic items and I believe they do not knowingly try to sell fakes. There is no was they authenticate every item they sell. I would say most of the items are real but they do have suppliers that sell fakes. I wish they would just won up to their mistakes and say sorry we messed up. I would understand that. However, I can not understand ignoring loyal customers with valid concerns.
The shipping was due three weeks turn out to be over a month to be deliver. I call and talk to representative, it took over 30 to 40 minutes to talk to a supervisor. Long story be short the results was terrible will not be using it again. :( my complain is why do the customer have to suffer for their negligent..
Hi Broderick, thank you for taking the time to send us your feedback on Sitejabber. We're very sorry to hear about your terrible experience and for the long wait to be passed over to a supervisor in regards to your issue.
One of the reasons why we take a bit longer to ship our orders is due to the fact that we are a private online shopping club. We order select merchandise on our member’s 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.
In your case, it seems as though the order was unable to be fulfilled with our supplier and we’re very sorry to disappoint you. Unfortunately, these inventory errors such as yours are only discovered until the supplier sends us the merchandise and we prepare to ship your order. Please know that these errors are a very rare case as we work extremely hard with our vendors to fulfil each and every member’s orders. We have sent an email your way to the email address we have on file in hopes to further discuss this with you. Please be sure to look out for it. Thank you for being a valued member of Beyond the Rack.
There really isn't much savings when you really do the leg work on this site. I was looking into the Lil' Rider Ruby Racer Motorcycle - 3 Wheeler in Red for my 3 year old which they have it on sale for $109 plus shipping cost... they say the original price is $206 but when googling the same item I can go into a toys r us right now today and purchase it for $119... that would end up costing less.(after BTR shipping fees)... and I would be able to pick it up today and not have to wait 2-3 weeks for delivery. You should really look into the sales rather then to assume what they are displaying is correct. Usually when they have it on their site the sales are across the board... within other sites and within our own stores in town.
Hi Jennifer, thank you for taking the time to review BTR. All of our suggested retail prices are provided by our suppliers. We typically have the lowest or one of the lowest prices on discounted items, but cannot guarantee the absolute price all the time across the board.We are always here to answer questions on products and pricing that our members might have. We do hope you continue to check us out for all your discount needs. Thank you
I ordered on March 17. The site said it would take the item 2-3 weeks to get to BTR and then 1-10 days to get to me. So 5 weeks about. I checked on the order at the 3 week mark (April 8) and spoke to customer service, who told me that my purse had arrived at BTR that day and had to go through a quality control process (1-3 days) and then it would be shipped and I would get an email notification. I called April 15 after not getting any shipping notice and customer service tells me the item never arrived and that I wasn't going to be getting the purse... They did tell me my money would be refunded in 3-5 days so that was good. I just don't understand why it took them so long to tell me that my purse was never going to get here! Are they really so disorganised, wouldn't their suppliers let them know If they were out of an item? I am overall very disappointed and mostly because I really wanted that purse and waited so long and it just never arrived :'(
Hello Kayleigh, thank you for taking the time to review BTR here on Sitejabber.
Please accept our sincere apologies for being unable to fulfill your order. 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 suppliers. 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 you a refund.
Also, since we ship most orders at 2-3 weeks, inventory errors such as these are only brought to our attention once the merchandise arrives in our warehouse and we prepare to ship your order. Please know that we do our best to notify our customers as soon as these inventory errors are brought to our attention as we never want to disappoint our customers.
If you can kindly email us at social@beyondtherack.com, with your order #, we’d be more than happy to see if there is anything we can further do for you to compensate for your disappointment. Please know that we're here to help and we do hope to hear from you.
Too many bugs in processing orders. Very poor customer service!
I initiated an online complaint over a week and a half ago over a Keurig product that I ordered. It was not as described when I received it. Several times I have tried to escalate my complaint to s Supervisor because the Customer Service Rep was not directly addressing my concerns and giving me the run around. I still have not had my complaint escalated. I've been in Customer Service for over 25 years and I am appalled at the lack of accountability that BTR staff display. I have shopped here for several years and I am fed up. I won't be buying anything online any time soon!
Hi Marla, thank you for taking the time to review BTR. We're very sorry to hear that the Keurig you received was not as described. We're also very sorry to hear that you have been getting the run around. Please know that this is not the type of service we strive to provide to our customers. 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. If you can please email us at social@beyondtherack.com with your order #, we will happily reach out to you today and hopefully resolve your issue for you. Please know that we're always here to help. Thank you
Items tend to be good, for the most part, but I received a burberry polo that appeared to have some discolouration along the front. I do not know where BTR receives it's stock, but I would not be surprised if it was factory seconds or damaged stock.
I attempted to purchase a shirt previously and after paying was told that the item was out of stock and given a $10 credit apology.
The biggest issue with BTR would be their shipping services. Very long wait times and irregular use of carriers.
Its worth checking out for possible good deals, but I would recommend examining your purchases carefully. Could be hit to miss.
I ordered a bed spread from beyond the rack, it was torn, the seam was ripped when I unpacked it. I was not very happy about that, I have not returned it because I find the hassle too much to go through their policies are very peculiar about returns, I don't want a credit I want a bedspread.
Hi Cathy, thank you for taking the time to review BTR. We're so very sorry to hear your bedspread arrived in a damaged condition. It's never a pleasant experience to get something you've been waiting on so eagerly only to find out it is defective. Please know that this is not the quality merchandise we strive to provide to our members and sincerely apologize that this was overlooked by our quality assurance team. If you can kindly email us at social@beyondtherack.com with your order #, we will be happy to further assist you. Please know that we’re always here to help. Thank you for shopping with BTR.
Watch out for the false "retail" prices that they advertize. For instance, right now they have a "Rossi Milano" shirts going on for 20-30$ instead of supposably 225$! Wow, looks like an amazing deal... until you look on Amazon and find them at full retail price for 30$. The exact same shirts.
Total scam. If this is how they do business, what else are they bull$#*!ting us on? I don't want anything to do with them.
I recently purchased several items from BTR and have spent several phone calls and too much time trying to straighten out discrepancies. There were two orders already shipped,,, one to the wrong address and the other, a pair of shoes in a bag with one size but the shoes the wrong size. I am currently not impressed with their customer service or the quality of the merchandise. I'm patiently waiting to receive a few other items, one of which I was told last week was there at their distribution center and would be shipped right away but today told that they were not there yet. Hopefully I will get satisfaction with the forth coming orders but until then I am joining the ranks of the naysayers for BTR. Also customer service... Try being more courteous to your customers... It's a big turn off. You have your money for all of my orders sooo please send "all" of my merchandise.
Hi Carolyn, Thank you for taking the time to review BTR on Sitejabber. We sincerely 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 very sorry if the quality of the merchandise you did receive was less than expected and if we recently shipped you the wrong size shoes. We’re also so sorry to hear that an order was shipped to the incorrect address and would like to take a further look into this for you. If you can kindly provide us with your order #’s, we will do our best to resolve these issues for you.
We have looked into your account, and all pending orders have been shipped out to you. We do hope you're very happy with the orders that are coming your way. If there are any issues with your orders once you do receive them, please do not hesitate to contact us. We have sent an email to the email address that we have on file, please be sure to keep an eye out for it. Thank you for being a valued member of BTR!
A FEW MONTHS AGO I PLACED AN ORDER FOR 2 RALPH LAREN POLO SHIRTS. UPON RECEVING MY ORDER I LOOKED AT THE SO CALLED "POLO" TAGS AND REALIZED THEY WERE FAKE! THIS SITE ADVERTISES "REAL" THIS AND "REAL" THAT WHEN IN FACT THEY SELL NOTHING BUT FAKES! SAVE YOUR SELF AND DO NOT SPEND MONEY ON THEIR PRODUCTS!
Hi Blah, Thank you for taking the time to review BTR. We apologize for any negative experience you may have encountered with us. 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 assure you that BTR does not sell fake items. All our merchandise is guaranteed to be 100% authentic as we only deal with reputable vendors. If you can please email us at social@beyondtherack.com with your order #, we will be happy to look into this further with you so that we can address any authenticity concerns. Please know that we're always here to help. Thank you
. Really hit or miss. Mostly miss for me. I have deleted them from my shopping places.
Hi C M! We are sorry to see you go. If there is anything we can do to restore your faith in BTR please do not hesitate to contact us at social@beyondtherack.com. Thank you!
I ordered 2 items through them at the same time through the same company. One item shipped fairly quickly and the other I'm still waiting on over a month later because the ship date has been extended twice now. I won't be shopping on their site again.
I've ordered from BTR MANY times now... My 1st order was GREAT I got 2 pairs of Hunter boots for 100 bucks each + tax & shipping which I thought was a great deal. It took a while for them to arrive but I didn't mind waiting. They were great just like promised. Then another time I ordered some ugg type boots in a beige color... and when they finally came they were white. Totally not the color advertised in the picture or description. Another time a plastic garbage can I ordered came chipped and broken in the top corner, rendering it unusable and I had to throw it away. I've had at least 5 order items "refunded" (aka store credit) because they were "unable to ship them" meaning they probably didn't even have them anymore. This is quite annoying to me as I would never even bother placing an order if I knew there was a possibility of me not recieving it, and then getting just "credit" back on top of that... Extremely bad customer service. Unless you are getting a SUPER great deal like the one I got on the Hunter boots, I would NOT bother ordering anything from this site. Especially things made of glass or furniture as I can almost guarantee that you will get damaged goods. In the future, I will do very little ordering from BTR. So fed up with them and their extremely ridiculous wait times. It takes at least a month for any of my orders to come in. By then I don't even care anymore. Not worth it
Hi Oldrina,
Thank you for taking the time to review BTR on Sitejabber. We cannot apologize enough if your Ugg boots you received were not the right color and that your garbage can arrived damaged upon arrival. Rest assured these are not the types of shopping experiences we want our members here at BTR to have and sincerely apologize that these experiences were less than expected.
We’re also very sorry to hear we were unable to fulfill a few items from your orders. Please know that all merchandise on site is promised to us by our vendors. 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 our member's 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.
Unfortunately, with the nature of our business we do find out on the rare occasion that certain items cannot be shipped as they are unavailable with our supplier. Please know that this is usually a very rare occurrence and since we ship most orders within 2-3 weeks, errors such as yours are not discovered until the supplier sends us the merchandise and we prepare to ship your order.
Rest assured that if we do need to issue you a refund for an error such as this, we will always issue you a refund to your original method of payment. Therefore, if you made the purchase via creditcard, you will be reimbursed back to your creditcard, not a BTR credit.
Also, it is true that we do a take a bit longer to ship, typically we ship out our orders at 2-3 weeks. This is one of the ways that we’re able to receive such deep discounts for our members. While we know it can be long at times, we do hope that our great brands and savings make up for this extra time.
If you can kindly email us at social@beyondtherack.com, we will be happy to take a look into your account and reach out to you.
Thank you for being a valued member of BTR
I've been shipping on BTR for the past 3 years and was very happy with it but you can easily see how their quality of service is decreasing as they get more customers. I bought 2 comforter sets from them 2 months ago and when I received them, as good as GARBAGE. The comforter was too small that it could not even cover the mattress and the sheets was made of pieces of fabric that had even different colors. They charged me for the shipping and the return shipping and gave me BTR credit although I told them the product was worse than damaged. I will spend the current credit and never shop there again.
Hi Mo T, Thank you for taking the time to review BTR. We're very sorry to hear that you have not been fully satisfied with your purchases to date, we never want our members to have this sort of experience. If you would kindly email us at social@beyondtherack.com we will be very happy to look into this for you. Thank you!
About 2 months ago I ordered a set of 3 3-tier clothes drying racks. About 2 weeks ago I finally received my order, I only got 1 of the three, it was wrapped in what looked like garbage bag. Since it was not properly packaged for shipping, it was broken when it received it. I immediately contacted customer service and received an email saying to send tem pictures of my item so they can properly analyze the damage. I sent them multiple pictures of the item with in the hour that I reviewed the email. I still have not heard back from them and I can't use this item for anything. I'm not impressed at all with the customer service and do not plan to but from this website again.
Hi Mikki, thank you for taking the time to review BTR. We apologize for the negative experience you've had with Beyond the Rack. 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 take your comments seriously and would like to take the opportunity to rectify this problem.
If you can kindly email us at social@beyondtherack.com, we would be happy to resolve this issue for you. Thank you.
I ordered few items on February 3rd. Today is April 1st & I still didn't get it. Customer service apologized but nobody knows when it ill be shipped.
Gain trust and grow your business with customer reviews.
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.
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.