Review Time
Overall positive experience. Automated BOT on Web site that answers most questions passing anything complicated onto CS whereby you are contacted by email. This is answered quickly and everyone polite.Further questions to a case are answered by too many assistants who are not consistent with their replys and don't review previous mail.Return process online doesn't allow for a free post selection for faulty items. Therefore generating unnecessary contact with customer service. Bit of a palaver and could be improved on the Web site for such a large company.
I've been a loyal fan of Brand Alley for many years, as can be seen on my last 2 reviews. They have some excellent deals - great products at great prices. However, I've noticed, as they have become more successful, that their customer service has degenerated. I ordered 3 beautiful items to be Christmas gifts. The were supposed to be delivered about 1 week ago. I called them on Saturday and the message said that their opening hours are Monday to Saturday. But they were not open (this happened a few weeks ago and I was told that they're only open Monday to Friday). At the time, I suggested that they should change the telephone message. They didn't. I then tried the online chat and got their bot - useless. I called them this morning to find that they know the order has gone missing but didn't tell me until I called. I've cancelled the order and will never use them again! What price loyalty? Poor service is too high a price for mine!UPDATE ON THAT PATHETIC REPLY: You've just lost a previously very loyal customer and that's the best you can do? Carry on like you are and you'll inadvertently meander into oblivion!
Jack from Brand Alley couldn't have been more helpful. There was nothing wrong with the jeans I bought other than they had button fastening - and my husband's arthritic fingers couldn't have coped. Jack was kind, compassionate and understanding and immediately organised a refund
Using FedEx. They required a signature - which hadn’t happened before with BA deliveries. I was stuck in London. I couldn’t access FedEx’s virtual signature service as you hadn’t enabled it & the system wouldn’t allow me to say leave it with a neighbour or somewhere safe. The only way forward was for me to go the depot - a 40 minute round trip to pick up the parcel in my return. VERY, VERY unhelpful system from BA - NOT customer friendly.
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