Beyond the Rack Complaint

Beyond the Rack Complaint


Beyond the Rack sent me someone's used worn boots - and won't send the product I ordered - Ugg Boots

This is the first time I%u2019ve been so disappointed in a company that I have resorted to social media. I tried to surprise my wife with a pair of UGG boots; what I received was less than acceptable. I contacted Beyond the Rack %u2019s %u2018Customer Service%u2019 department because the boots were received with the following issues: 1) one boot had a substantial tear on the back seam, 2) the boots had obviously been worn (there was dirt, rocks and leaves in the soles), 3) they were not the correct style, 4) they were received in a torn-up/taped, beaten Levis shoe box so now I wonder if they even sell authentic Uggs.
The response I received from their customer service rep was that there must have been a quality control issue and I 'may' have received a previously returned item. BTR can not/will not honour the original sale as they are unable to supply the boots I ordered (where did the boots I ordered go?? Do they over-sell their products?). Apparently, you are never guaranteed the products you purchase as they may not be able to secure the items from their supplier.... this is not an unusual issue for BTR so I was offered their typical $15 credit as an apology.
It is understandable for a customer service failure to occur eventually at any business, but I strongly believe it is how a company works with their customers that shows what they are made of. Beyond the Racks recovery of this matter and willingness to do anything is appalling.
Future buyers beware.
I have never had issues with Hautelook or Gilt; I should have just ordered from them and paid the duties.

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