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Beyond the Rack Complaint - Refund refused although merchandise is still not delivered - Clothing for females
Beyond the Rack Complaint

Beyond the Rack Complaint

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Refund refused although merchandise is still not delivered - Clothing for females


This review has been resolved or replied to by this company.
I asked BTR for a full refund after multiple mistakes on shipping, and on merchandise delivery always being postponed. The responses from the Customer Service team are unprofessional and unhelpful. I am very dissapointed in how they refuse to refund me, even though they have not delivered or even received my merchandise, for which I paid in full plus a shipping fee. I keep receiving emails informing me that the reception of the iitems are delayed. I've been oredering from BTR for over a year now, and this has happened too many times. Once they cancelled one item because they were unable to get it. I am expecting a full refund on my original method of payment (including shipping!) and NOT BTR CREDITS. Since there will be no further business with BTR on my part.


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Comments


Carolinecarriere1 says: (5 years ago)
 0
Hello,

First off, you claim "We strive to provide top notch service to all our customers". I do not get a sense of that statement when I've been waiting for a Customer Service Manager to call me, even was promised yesterday morning by a Customer Service Representative that someone would call me back in the afternoon (since no one was available to take my call....?) and never received the call. How does that reflect Top Notch Customer Service?

Secondly, you also claim "Our team goes to great lengths to make our customers happy while complying with BTR policy and will always do their very best to accommodate the customer, even if it means stretching or amending our policies at times". How is not refunding a product that is unavailable and a service that is not rendered "streching or amending a policy"? You have charged me shipping and refuse to refund it although items are not shipped. No service required by Canada Post. The orders are cancelled - items are unavailable. I expect to be refunded the shipping since that service is not required. This is unfair billing (stealing), no?

Furthermore, "I can assure you that they have tried to do what is necessary to make this right for you", no you have not. I have not been refunded money which I paid to BTR. I have not been refunded BTR credits. BTR subtracted the credit amounts for applicable refunds. That is not right. I have paid these amounts and BTR is not refunding. I do not wish to receive refunds in the form of BTR credits since I will NEVER do business with BTR ever again.

Lastly, "If this situation has not been resolved please contact us at facebook@beyondtherack.com and we will be happy to further investigate", I do not have a Facebook account. I possess a good old telephone and as I mentioned over and over again, I wish to speak to a MANAGER.

Regards,

Caroline Carrière



BeyondTheRack says: (5 years ago)
 0
Hi Carolinecarriere1,
I am sorry for the unpleasant experience you are experiencing with Beyond The Rack. We strive to provide top notch service to all our customers. Our team goes to great lengths to make our customers happy while complying with BTR policy and will always do their very best to accommodate the customer, even if it means stretching or amending our policies at times. I can assure you that they have tried to do what is necessary to make this right for you. If this situation has not been resolved please contact us at facebook@beyondtherack.com and we will be happy to further investigate.
Thank you for understanding!




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