Brad L.'s Profile
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Member since: January 2017
1 Review by Brad
Several years ago our son bought one of Brylane's large office chairs. He was very satisfied and even when parts broke their replacement service was good. So we decided to use Brylane again to replace his worn chair. Bad decision.
The quality of the chair was not the same as the first chair: the lumbar support tends to throw you out of the chair and is not adjustable, only one cheaply made lever to lock the tilt and/or raise and lower the seat and the ability to tighten or loosen the spring tension for the seat tilt was not existent. So we elected to return the chair.
Now the fun begins. The first thing we find out is that Brylane will not cover the cost of return shipping which was roughly $70 thru FedEx (we were supposed to use them because Brylane supplied the return shipping label). So, with this in mind, we disassembled the chair and repacked it in the original box only to find out that FedEx will not accept it because there are a few indentations in the box (which THEY made in shipping the chair to us). When we mentioned this to FedEx they said that they (FedEx) tend to give a little more latitude to the shipper than they do for return shipping. So we went to UPS who had no problem with the 50 pound box, but their cost was $86 for shipping.
So, do the math. Original cost for the chair including shipping (plus added fees for large parcel) was $192.00. At this time (prior to my writing them a letter) they are going to refund $150.00. So now I have paid $42.00 for a chair that I do not have - but wait - I need to add the cost of return shipping which means I paid $128.00 for a chair I do not own. I have nothing to show for spending $128.00 but THEY have the chair and will resell it again tongue in cheek. I paid for shipping BOTH WAYS and Brylane comes out smelling like a rose. That's quite a scam.
Final advice: never buy anything online that you cannot try out or try on until you check out the return policy. It can come back to bite you where it hurts. A quality company with integrity will have a return policy that takes the fear out of buying from them. We will not use Brylane again and do not encourage anyone else to buy from them. If I get a favorable response to my letter, I will note that in a future review.
January 18, 2017 Update:
Well. there is no need to write a letter to Brylane as Brylane responded to my earlier review which I am posting to this followup:
"Corinne D. [BrylaneHome Rep] Hello Brad, I am a Customer Service Specialist with Brylane Home. I was disappointed to learn of the poor experience you encountered. Please note, we do provide pre-paid return labels for most orders. If a return label was included on your invoice, there would not have been a separate charge through FedEx. Rather, we deduct the return fee from the refund issued for the returned merchandise. We apologize for any confusion."
Please forgive me if I am a little slow, but to not charge me for the FedEx shipping with a prepaid label and then to deduct the shipping out of my refund for the returned merchandise - is that not the same result as my paying for the shipping up front?
So, I rest my case. Everything I said in my previous review of Brylane's horrible return policy still stands and is further exacerbated by the entire lack of Brylane's "Customer Service" department to actually understand the problem. Their lack of a "customer oriented" return policy is deplorable.
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