Beyond The Rack

I bought from them for years and it was always fine, refunds and credits were ok. I hadn't shopped on their site for several months and just recently went in and couldn't see my credit (which used to appear at the top left) so online chatted.

First they said they saw the credit and it must be an IT glitch and that they'd open a query. I chatted back a few days later explaining my last chat and this time they told me that yes the query was sent to their phone dept and that I had to call them. Ok so today I call and was told that yes I did have a $80.44 credit but that since May 2016 when it came under new ownership the credits could not be honoured. Agent was apologetic and said I had to call Consumer Protection to get my money.

So I called CP and sure enough there have been other complaints. The agent told me she would open a file for me and send me a kit... that I need to fill out the forms and send to BTR and that they have 10 days to refund me or issue me an account credit or that they will be prosecuted in court. I URGE YOU ALL TO CALL CONSUMER PROTECTION! Hopefully we can get what is owed to us!

I have never had a problem with this website I ordered threes time & all my orders came within a reasonable time frame. I'm just wondering if this website it allowed to "mark up" a discount? Seriously I was looking at a pair of shoes that were on "sale" for $19.99 and were said to be regular $80.00. I thought this was too good to be true so I looked up the brand of shoes traced it back to the original website and they were only $24.99 regular on the website? Yes I understand its a marketing scheme, but at least make it reasonable. Do your research before you make a "steal" of a purchase!

I have bought many items from the site and have always received my products in good condition for good prices. I do find the shipping time long at times, so that can be a deterring factor.

With my last purchase, one of my items was lost with Canada Post and upon contacting Customer Service, they were helpful and launched an inquiry with Canada Post. I was refunded the amount within a few weeks. Slightly disappointed n not receiving the item, but glad I got my money back and helpful service.

Overall, I'm happy with the clothing I order. Especially the Not Your Daughter Jeans, which are the most comfy jeans ever. They are twice the price at the Bay, so getting them@ $59.99 from BTR is a great deal. Cons, they take at least a month to deliver anything I've ordered (in Canada). The regular prices are usually extremely exaggerated. I just bought 2 items for $19.99 & $29.99. They state original prices@ $230.00 & $250.00 respectively and that "I saved $439.00". Come on! Even on the manufacturer's website (Rising International Clothing), the prices for same items are $50.00 & $60.00.

I have been ordering from BeyondTheRack a couple of times now. I thought the service was good since I asked about a refund once and it was refunded to me right away. The only downside is that the shipping takes really long and items are shipped randomly. I can't say too much about quality since I haven't ordered really expensive items yet. So far I have been happy with the purchases. If you take the time to do some research to compare their prices, the value is pretty good. As for the item quality, you need to read the material printed as part of the information.

The site isn't exactly attractive since it looks like a warehouse xD I wish they had a search function of some kind or a category list for specific items.

I've made several purchases to which were fair quality, some not. There have been issues with not receiving my parcels at all, but this was do to breaking in of out mailboxes. I reached out to customer service and they were great. They told me 10-15 business days, to give Cabada post time to find my items. They were never found and I had my refund on the 16th business day. Also returned items via their return shipping label so not return shipping cost necessary via Canada post. They do include the shipping label. I had my refund two weeks later, which is in a good time frame considering Canada post shipping times. All in all great customer service.

I ordered 1200 Egyptian Cotton thread count sheets.

They arrived within 3 weeks, however one package was opened/damaged (as if someone had opened it to look at the sheets and then returned it) and the sheets were definitely NOT 1200 TC.

I did some research and thought, since BTR typically has a "we'll issue you a credit on your account if you aren't satisfied" policy, that I would have to dispute the amount with my credit card company. Since the items were NOT as advertized I had a pretty good case. I found out what I needed to know in order to dispute the claim and called Customer Service at BTR to let them know my plan. However, before I even mentioned that I was planning on disputing the purchase, the customer service representative told me that I would receive a full refund (Not credit) because this was a known issue.

While I have yet to return the items (this happened this morning) I am most pleased with the customer service I received. The items were definitely not worth what I paid for them, and I cannot recommend the site regarding what it sells, but the customer service was amazing, which is why I am giving them 3 stars.

Ok so I'm on the lost credit bandwagon. I finally got in touch with them about 3 weeks ago and they claimed my credits were still in the system but I simply could not access them but to give them 48 to 72 hours to sort it out. Fast forward 3 weeks and a couple of other chat sessions, and my credits just got reinstated. That being said, I've spent 6 months ordering merchandise to try and use up said credits (before they disappeared), only to have all 3 orders cancelled. So that will be the next hurdle I supposereceiving merchandisebut for now, it seems they are actually doing what they said and are working to reinstate past creditswhich can be precarious because they are under new management and name, so legally speaking, I'm not even sure they are obligated to.

BTR has great prices on high-end products. However, the process takes an extraordinarily long time. I've waited months for items to get to me, and usually by then, I've forgotten about it. In their defense, the site clearly outlines their shipping policies and time frame. Although it is often frustrating to wait so long for an item, they disclose this ahead of time, so you know not to expect the item right away. My most negative experience was when I waited nearly two months for a pair of shoes, only to have the order canceled. I didn't receive any store credit, simply an email saying "sorry, we had to cancel this order". I understand the buying process of sites like this, but there must be a way to ensure a more consistent experience for the consumer. I still recommend this site, however be warned it may take a while to receive your items (unless they are a "quick-ship" deal, which I have found to be very prompt).

Nice experience though My order took four weeks to arrived.

I have been purchasing a wide range of items (jewelery, clothing, bedding, boots / shoes, hair care products, purses... the list goes on) from BTR for several years and have had some good and not so good experiences. As a consumer you really need to do your homework and price shop. I do believe that BTR inflates their prices to make it look like you are getting a better bargain. Do your homework and shop around.

I have been very happy with many of the items I have purchased and some not so much. I have purchased some clothing where the original price was as an example $90 for which BTR had for $29 and once received, didn't even think it was worth $29 and could have bought the same type of 'top' at Urban Planet for $15. Some items I have received I swear are 'seconds' because I have found uneven stitching (as an example).

My most recent purchase was a purse, but when I received it, it was the wrong one and BTR could not replace it with the one that I did order. What I did find odd is the EXACT same purse (that I received) was being sold again weeks later by BTR but this time under a different designer name. Hmmmm

My worst experience was when I purchased a battery powered motorcycle for my grandson. I ordered it in Oct as a Christmas gift. When it arrived there were missing parts (so glad we decided to check it out instead of waiting until a week or so before Christmas) and so I called the supplier but was told that I had to go through BTR. To me there was an easy solution... either send me the missing parts, or send me another bag of parts that came with the item, or ship me a whole new motorcycle. After waiting and waiting AND waiting for a 'solution' and getting fed up with way too many exchanges of email and it now being Dec... yes DEC, I told BTR that I no longer wished to wait and to let me know where I was to send the bike (as it was shipped directly to me from the supplier) and to also advise as to 'who' was paying to have it shipped back as there was no return shipping label. To BTR's credit they gave me a full refund and I was told that the supplier would not be picking up the bike nor did I have to ship it back and that I could do what I wanted with the item. So we decided to put the bike together to see if we could purchase the missing parts via a hardware store. Turns out the missing parts were simply for show and not needed to operate the bike. Woohoo! That said, the quality of the bike was not worth the actual or the BTR bargain price and of course it was made in China. After doing some research, I found a lot of complaints about the supplier as well as many complaints about the quality. In the end, my grandson got his bike, for which I paid nothing and so far the bike is operating well despite the poor quality.

Do note that many items are made in China, which right there is an indication of poor quality. But then again, buying items in a mall, made in China is everywhere. It does really depend on what you are purchasing so be aware of the 'origin'.

As for BTR customer service. Other than the bad experience with the motorcycle purchase, I have always had excellent customer service. I always choose to communicate via email because then I have a paper trail. Returning items has never been an issue and if an item is damaged or there was an error on BTR's end, I have always received a full refund back to my CC and not to my BTR account.

Wait times for delivery of items can be a pain in the butt and it is disappointing when a wrong or damaged item has been sent or if you end up not getting your order because BTR oversold the product.

For the most part I have been happy with BTR and it's products. Some items I absolutely love and some items not so much but end up keeping because to ship it back doesn't make it all that great of a bargain when you have to pay to return it.

Reading through the comments here... shoppers should do their homework, btr filed for bankruptcy in 2016!

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

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

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

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

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

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

Customer beware! This online store is part of many online stores that are popping up across the country. Quality of items are a bit better than some other ones but you may not be getting the deal you think you are. Inflated prices make it seems like it is a bargain. But if you comparison shop they are sometimes more expensive than store items and then there are the shipping charges on top... as I said before "know what you are buying

Well, Unfortunately I did not read any reviews prior to making a purchase. Im soo made at myself right now. Well I made my purchase 3/6/2014. I recieved an order confirmation which is great, but found it odd that the money was already debited from my account, contrary to the fact that it's going to take a while to be shipped and recieved. Its my understanding that you should be billed for anything until it shipped. I was happy about th cost of shipping. Not happy with the expected date of delivery, it takes so long. For some reason I thought this business was based out Britain, but I noticed that the country of orgin is always China, I though that meant the merchandise was made in China which doesnt surprise me as most things are manufactured there, but is it shipped from there also? Well I'll give this site a chance, and hope for the best. As long as my merchandise is authentic, not damaged, recieved, and my account information is secure I'll be okay. I qualify for free shipping for 3 day which is excellent, but as a precaution Ill wait until I recieve my merchandise. Ill rate and repost once my merchandise is recieved.

I purchased the 4 piece 1000 TC cotton rich sheet set on sale for $39.95 and they are absolutely terrible quality. Within 3 days the bottom sheet was all pills. Didn't even make a first washing. I would strongly recommend not to purchase this product.
L