Kayleigh D.’s Reviews of Beyond The Rack & more

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4/15/15

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 :'(

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BeyondtheRack B. – Beyond The Rack Rep Over a year old

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.