Yuhien N

Return shipping is customer’s responsibility

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This is my first time purchasing BM clothings on line for my daughter. The pants she ordered was too small. We checked the size chart when we place the order. She is 27 waist and we ordered size M but it’s too small for her. The size chart totally wrong and we need to return the item. Is this our fault to order wrong size? We ordered the size according to the size chart! Why we have to pay return shipping? And they don’t even take store return! This is insane. I have never heard of it. We won’t purchase BM again! Done! Horrible return policy.
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Cons:
  • Return policy
Anonymous
map-marker Cleveland, Tennessee

Bad customer service

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Ordered something on Thursday payed $15 for 3 day shipping it came over a week later and they told me that, that was considered on time if i would have known that i would have just bought ground shipping.
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Reason of review:
Order processing issue
Anonymous
map-marker Annapolis, Maryland

Shipping takes forever

Terrible shipping service. We ordered a birthday present from the official website about 2 weeks in advance. The website told us the item would be shipped in the next 3-4 days. About a week later, we still had not received a shipping conformation or the item in the mail. then, 10 DAYS LATER, we received a shipping CONFORMATION. This meant that the item would not be shipped in time for the party, even though we had ordered 2 weeks in advance! This is not a shop to count on, and do not trust them. We will never order from them again.
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Anonymous

Terrible customer service

I bought pants for my daughter for her birthday. She wore them twice and the zipper broke. I emailed a photo of the receipt and the broken zipper to customer service and they refused to reimburse us since the pants had been worn. Umm - how else would we have known the zipper would break unless she had worn them. $40 wasted. Will never buy this brand again.
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Reason of review:
Return, Exchange or Cancellation Policy
Irisse L
map-marker Monroe, Louisiana

Terrible

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Sold me defective clothing, I wore it once and it broke. I’m skinny and it was baggy on me so it wasn’t anything like that. They refused to give me my money back. It was unfixable as the string thstbties around the waste totally ripped off from the inside.
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Kelsey J Tkw

Rude customer service, and not sending me an item i paid for

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Awful experience. I am one of the few who Brandy’s absurd “one size” fits, but still won’t be ordering from them again. Shipping said it would take 5-7 days and ended up taking over three weeks. I then did not receive one of my items (the item i was most excited for), and my invoice said OUT OF STOCK over that item. No one emailed me about this, and no one refunded me. I have called them four times, one of which i was rudely hung up on for saying i won’t be ordering from them again. They are saying they have received no emails from me; even though, I have emailed them twice now. One more thing is all of their backpacks are too small to fit folders, and binders for school, but only some say “mini” in the title. Bags are also not returnable, so I now have a bookbag way too smal to fit my needs.
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Reason of review:
Order processing issue
4 comments
Guest

overreacting

Guest
reply icon Replying to comment of Guest-1551776

she is not overreacting, Brandy’s shipping is terrible. i paid 25 dollars for one day shipping and it’s been 5 days; package status says complete but i never received my package.tried to email them, all that came was an automated message that gave no help at all.

Guest

triggered

Guest
reply icon Replying to comment of Guest-1551775

girl it sounds like you’re the one who’s triggered. lmaoo why’d you leave another comment under a different name sis? u tried though.

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Daisy R Mxy

Terrible customer service

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I placed an order of 167 dollars and then received my confirmation email. I noticed that I accidentally ordered two of the same item.

In the email I received it clearly stated I had 24 hours to make changes or cancellations to my order. So I went on chat with them immediately. I spoke to a girl named Alexis who explained to me that I could only cancel my order and reorder all items with no guarantee that the products wouldn't be sold out. I told her that's not what the email said.

I asked if she could cancel the order for me and she said no I had to email that department. All and all it was an awful experience. She was passive aggressive when I said "If i cancel the order I won't re order it" (because I was obviously super frustrated) and she said "have a great day :)" she didn't address or acknowledge how I was feeling or the time that was being wasted. I ended up replacing the order and it's been three days and they still haven't sent out my order.

Love the clothes but they need to step up their customer service. It's ridiculous.

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Reason of review:
Poor customer service
Anonymous

Damaged goods

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We ordered from BM for the first time a few weeks ago. One of the shirts came with *** which they did agree to replace, but we’re still waiting for the replacement. The dye on a second shirt faded in spots when I washed it for the first time. Hand wash, regular detergent, no bleach, stain remover or fabric softener used so no reason for dye to fade. They would not replace because item had been washed. 2 out of 5 items defective and poor customer service (not to mention just overall flimsy quality and over priced merchandise). Don’t waste your money.
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Sophie Qec
map-marker Roma, Lazio

Horrible experience in Roma !

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Don’t go to the shop located in the Via Cola Di Rienzo, Roma ! Any smile, any help ... They don’t take Visa Card ! They Said « It is your Card that does not work, It is not my fault ! » they don’t Want to work ? It was the first Time I have heard that !! I have to pay in cash because It was a present for my daughter....
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Robert S Tvv
map-marker Washington, District Of Columbia

Worst shopping experience of my life

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I went tot he BM store in Boston and had the worst experience I have ever had. First, the music was gangster rap, which I guess appeals to 12 year old girls.

The service was the worst! No interaction or help. The girl who rang us up was eating a bagel with avocado oozing out while she complained about her life to a coworker. She was nice enough to roll the 30 dollar t shirts in a ball and throw them in a bag.

I feel bad that these workers will never be capable of working any where else in life. I can't wait until this place inevitably runs out of style and has to declare bankruptcy! The good new is the had a t shirt that said Circle jerk which I got for my ménage daughter.

not!! Get off my porch!

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Angela W Uoi

HORRIFIC NO CUSTOMER SERVICE

Been trying to order Birthday clothes for 2 daughters, frequently shop online, in stores, when traveling girls always hunt down their stores.

Been trying to order online for WEEK, they WILL NOT TAKE MY MONEY. Their "system" has my Tampa zip code wrong and they "CAN NOT" change it. Treated me like a delinquent. THIS IS NOT A CREDIT CARD REJECT. I verified with my bank. Their system has a wrong address for Tampa, is rejecting me, and they told me THERE IS NO WAY FOR THEM TO PLACE AN ORDER.

So even thought I've shopped online many time, my girls will get no Brandy Melville for their birthdays even thought it's their number one request and I have spent a TON of money here in the past.

WORST CUSTOMER SERVICE ON THE PLANET!!!!!!!!!!!!!!!!AVOID!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

ALSO, WE HAVE HAD ISSUES WITH MESSED UP ORDERS AND LOW QUALITY ITEMS AS MENTIONED BELOW AND WE JUST DEALT WITH IT AS WE THOUGHT OK SMALL COMPANY GROWING PAINS ETC.

THIS IS BEYOND RIDICULOUS!!!!!!!!!!!!!!!!!!!!!!

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Reason of review:
Order processing issue

Preferred solution: Deliver product or service ordered

Katherine Dvd

Brandy Needs to Up Their Game.

Okay, okay, yes the clothes are very cute. However, Brandy Melville, why don't you advertise with models of all races, including, Asian and Mexican.

I guarantee your brand will be much more accepted and people could view your clothing with people that look like them. People would appreciate it as all other brands include everyone too, that include Hollister, Aeropostle, Victoria's Secret; those are big companies and people can find dupes of your clothing style for a better price. But if you did up the game in including all models of all color, it would be a huge change for you and you'd level with all of those other companies. Ya'll other readers, amirite?

Now with customer service, ya'll need to stop being so rude, it's really just logic to give smiles to people when they ask a question and not have an eye roll or a not being a very helpful resource. One time when I was at the store, I wanted to exchange brand new tilden pants that still had the tag for different pieces of clothing. This girl said I should have a receipt for it, but it was a gift, she told me that she I could do the exchange without the receipt just this one time. So I went and picked out several different clothes and the tilden pants were my credit so I would just pay the difference.

When I went to checkout, the girl that told me I could do the exchange without a receipt had left for the day.

So it was another girl that rung me up and she had attitude and a fit about how this could not happen, but I told her that another girl said I could just this one time and she turned around to another girl that rolled her eyes and told her to just do it. Really come one guys, it wasn't like I was doing and even exchange, I bought more than the the tilden pants price and I still had to pay a $70 difference, seriously chill brandy cashiers, it's not affecting you in anyway, ya'll just wanna be snobby and have attitude.

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Reason of review:
Poor customer service

Preferred solution: Just fix the employee's attitude

Joanne G Kqr

Have asked my children not to spend my hard earned money at this store

My daughter bought a top that she thought fit her but when she got home found it a little uncomfortable under the arms. As we couldn't get a bigger size, as there is only one size, we returned it we were told that we could only have a gift voucher as they do not return your money. Due to the sizing and despite my daughter being a size 8 it seems difficult to find items in this shop that fit her, she has gone to the shop several times to try to spend the gift voucher but cannot find something she likes or that fits well. She has instead bought some jewellery!! What a waste of money. I have now asked both my girls not shop in Brandy Melville anymore. The sizing and returns policy is disgusting. Recent trip to Hollister was a completely different experience, great clothes, variety of sizes and really helpful and chatty staff. Hollister all the way!!
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Loss:
$21
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Let the company propose a solution

Anonymous
map-marker Los Angeles, California

Beyond words at how frustrated I am with Brandy Melville

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My husband purchased three gift cards for Christmas (2 for our closest friends daughters, and 1 for my daughters Christmas stocking). Less than a week later, they closed their doors...and didn't warn/inform us that they were closing.

So, that was my first issue. If you have never purchased three gift cards from Brandy Melville, here are a few things to know BEFORE you purchase multiple gift cards: 1. They register your gift card using the email address of the buyer (in this case, it was my husband). That is it, that's all you need.

Thus, it's a gift receipt, NOT a gift card. 2. They tell you that all you need is the email address to use the gift receipt. The week after Christmas, our friends daughters went to go use their gift receipts at the location we purchased them at (Studio City, CA), but the store was closed.

So, they ended up at another location. My daughter, has not yet used her Gift Receipt. Initially, we thought she had lost her receipt (which we found), but at the time, we called Brandy Melville and the customer service rep stated that we could just use the email address. She confirmed that 2 of the 3 gift receipt had been used and the remaining gift card (my daughter's) had only $8.00 balance remaining.

WTF?? She didn't use the receipt. Did they accidentally apply it to our girlfriends card, since all three use the same email address?? No idea...nor did the Cust.

Rep know that I was speaking to. I asked to speak to a manager...there wasn't a manager working, so they told me I had to call the Customer Service number. I called. Nobody answers, it tells you to leave a name, email, and number...but HANGS UP ON YOU.

Try calling it yourself: 310-773-****...see if you get anyone. Did anyone pick up? Were you able to leave a message?? Didn't think so.

Okay, next attempt, I'll use the Chat with us feature. Oh wait a minute, the chat feature DOES NOT WORK. Try it for yourself: https://www.brandymelvilleusa.com/customer-service Did it work? Can you click on the link??

No??? Didn't think so... Last resort. Email.

Super annoyed at this point. I ask for a call back asap. I get an email response within 10 min. informing me that someone will contact me within 24 hours.

But in the meantime, I can either use the "chat with us" function...THAT DOES NOT WORK...or, call their customer service number at 310-458-****. Wait, another customer service number? Okay, maybe this one works. Guess what?

NOPE. Doesn't work. It just hangs up on you. Go ahead, try for yourself.

So, now, someone has been able to use my daughter's gift receipt, while in our possession and there is no recourse?? Yep, I'm pissed.

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Loss:
$27
Cons:
  • Lack of available customer service
  • Gift cards
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

Terrible

Hasn’t processed been waiting 6 days and still hasn’t left the plant where shipped from
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Reason of review:
Order processing issue
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