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Beyond the Rack Complaint - Beyond the Rack wrongfully accused me (3 year customer) of having multiple accounts
Beyond the Rack Complaint

Beyond the Rack Complaint

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Beyond the Rack wrongfully accused me (3 year customer) of having multiple accounts


I have been a customer of BTR for nearly 3 years, purchasing almost daily from them (seriously). Loved everything about them, and even dealt with getting the wrong items now and again or broken/damaged items - just tolerated it, as it was not worth the hassles to return it and the sales prices are great (at times). Same goes for the long waiting times to actually receive the items.

Today, everything changed. They locked me out of my account, so I called and was told that it would be reset in 24 hours - no further explanation. Later, received an email telling me that my account was locked because they believed I had set up "multiple" BTR accounts, just so I could collect the $10 credit from each one. *LMAO Are you kidding me, like I said to them?

They said they would be cancelling my orders that I placed, and next time, they would cancel my account again. I called them and was told to just ignore the email as now I confirmed that I only had just the one account, and not to take it personal. She offered me a $10 credit for the inconvenience, she said, and apologized (but not sincerely). *LOL This was unreal, and I could not believe the treatment that I received after being a loyal customer for about 3 years and spending several thousands of dollars with them.

I now believe that all this came about because I have had several items cancelled by them, many others delayed greatly. To try and fix this, they call my home and give me $10 credits, so of course, I use them. Seems that nobody did their homework and learned that this credits are legit and being sent to me by BTR (at their initiative) to try and fix the things they do wrong each time (i.e. the cancelled items they cannot provide or delayed delivery times). Instead, they just outright accuse innocent customers like myself and say oops.

Another problem is that I had a parcel delivered by Canada Post from BTR, though marked delivered - but I did not receive it. In the end, turns out it was delivered to the community mailbox with the key left for a different neighbour (one I did not know). I contacted Canada Post, so would not help me, so told me to contact the sender - BTR. They would not help either, instead accused me of stealing the parcel (containing a few cheap $10 t-shirts), telling me if I went forth with the complaint, they would not do anything for me in the future if anything went missing, and that I would have to get all future shipments sent elsewhere, etc.

In the end, I had to knock on doors myself, trying to find the neighbour who had my parcel, call the Canada Post's ombudsman's office, call the complaint line for Canada Post, call the supervisor of the local post office, and now file a complaint with Canada Post's ombudsman's' office, and of course track down (including watching out my window all day) the delivery person that is responsible for the community mailbox in my area, and ask him to check all compartments for the missing parcel - again though with no help from BTR. - Sad and very disappointing for sure.


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