Not happy with Brandalley! 8 November 2013 at 2:17PM in Praise, Vent & Warnings 24 replies 23.9K views

Doris1971

Hi All

I placed an order on 15th October and was advised that it would arrive within 14-21 days. Needless to say, after nearly an hour trying to get through and a generic reply to an email, saying I can have £10 off my next order ( not even likely!), I have finally been told that 'their systems are down and I will possibly get a call back this afternoon'.

I am not feeling comfortable with this company at the moment. They have recently had a telephone number change, which has not been put on their website. The only way to contact them now is by email. The only reason I have a number is because I tried the number which was on their generic email reply. This directed me to a new number. I tried the old number today and it is saying it is not recognised, not even giving you the alternative number to call. Very worrying. I will be calling my credit card company to recall funds if I don't get any joy.

Doris1971 :mad:

vuvuzela

Disappointing it hasn't arrived with you by now. Did they say 14-21 days or 14-21 working days ?

shaun_from_Africa

It's an estimated dispatch time (not delivery time) of 7 to 21 working days so it's still within this time.
http://www.brandalley.co.uk/terms-and-conditions/

7.1 Estimates: We will endeavour to dispatch your goods within seven (7) and twenty-one (21) working days of the Order Date. Dispatch dates are an estimate only. BrandAlley will not be held liable in any way for the late delivery of goods that are provided within 30 days of the Order Date or agreed by you to fall outside this period.

Doris1971

Hi all

I'm still very concerned that they cannot tell me what is happening with my order and it is becoming increasingly difficult to contact them. Not good customer service in my view.

This is on their FAQ's page at the moment

Q8. How long will it be before I receive my delivery?
When you purchase, we’ll give you an estimated time of when we can deliver your goods. We estimate that your goods will be dispatched within 7-21 working days. Please note however that if you have ordered items from one or more of our sales, we will automatically split ship your order if certain items become available before others.
All items which we have available in our warehouse will be dispatched to our courier within 1 working day.
If we think there’s going to be a delay with your order, we’ll send an email to let you know.

Not had any email to say it's going to be delayed yet. Hopefully, they will call back later today.

Doris1971

Doris1971

Update.

I have been told that the goods haven't been delivered to the warehouse yet but should be delivered in 2-3 weeks. I have told that if I don't receive the item by 29/11 I will be asking for a refund. They have refunded the postage but they are still accruing interest on my payment for goods that I still haven't received!

Doris1971:mad:

jacques_chirac

Am I missing something here - they've not (yet) done anything wrong?

Doris1971

I was told that I would get a call back on Friday with an update on when my delivery but 'systems were down'. It wasn't until I took to Twitter that I managed to get a timescale. I will have been waiting 19 working days today and when checking my order status it is still showing as 'being processed'.

My main point is, they should let a customer know as soon as possible if the order is going to be delayed. This is just good customer service.

Doris1971

jacques_chirac

Doris1971 wrote: »

I was told that I would get a call back on Friday with an update on when my delivery but 'systems were down'. It wasn't until I took to Twitter that I managed to get a timescale. I will have been waiting 19 working days today and when checking my order status it is still showing as 'being processed'.

My main point is, they should let a customer know as soon as possible if the order is going to be delayed. This is just good customer service.

Doris1971

It is not yet delayed ...

vuvuzela

Doris1971 wrote: »

Update.

I have been told that the goods haven't been delivered to the warehouse yet but should be delivered in 2-3 weeks. I have told that if I don't receive the item by 29/11 I will be asking for a refund. They have refunded the postage but they are still accruing interest on my payment for goods that I still haven't received!

Doris1971:mad:

OK, this must be disappointing, but if they have been let down by their suppliers then that's one of those things that happens.
As for 'accruing interest', then that's not really relevant. Let's say you paid £100 and they have the cash in their standard business current account.
The interest on there will be negligible, maybe around 0.2% PA. So if your £100 sits in their account for an entire month, it will earn them 1.6p interest.

SuperHan

The you and yours show on radio 4 today had some consumers complaining about brandalley... I actually missed that part but it may be worth listening on iplayer to shed some light on your situation OP.

jma78b

Hi, if you go to Brandalley on Facebook, you will see a lot of complaints from a lot of people, myself included that have not had delivery of goods ordered from August, September and October. I ordered my boots on the 10th October with 1 day delivery and eventually received them last week Thursday 7 November. Brandalley have said they are having trouble with their new website and they even closed down the customer service number for a while. They have let a lot of people down and I am surprised that they are still trading. Definitely need Mr Lewis to have a look into what they are doing as they are taking people's money straight away and not delivering the goods when they say they will. Read the comments on facebook. It's amazing!