Brand Alley - are they in trouble?

[MrsMcGregor]

I placed an order with them way back in September. Account was debited at the time and they emailed me on 5 Oct to say the order would be despatched on or before 17 Oct. It still hasn't turned up and when I log on to my account, the my order history bit is empty. I've just checked out their Facebook page and it makes scary reading with dozens of similar stories.

I've emailed them now and will give them 24 hrs before joining the Facebook complaints!

Anyone else having problems?

I also ordered in Sept with delivery due by 10/10. No despatch email or anything so 3 wks ago I used the contact part of their website to query & got no response. Then checked facebook & saw all the problems - put a message on facebook with my order no & they did respond there & say the item was in their warehouse & would be sent "soon". Got delivery at end of last week - no despatch email though. They clearly have big problems & offer on facebook of £10 off an order by 31 Oct is hopeless compensation. They should be sending out big vouchers with their (delayed) deliveries - with a several month cut-off-date. There is no way I will order again until the complaints on facebook stop. I would put a message on their facebook page with your order no & ask them to advise when delivery will be. They will hopefully then confirm to you that they will deal with it. They are not answering emails or phones. Think their new website was designed by someone more suited to video games - it was appalling & they've basically just been redoing it over the last few weeks in response to customer comments & I still think the old one was better. Before the problems I wasn't convinced that they offered good deals anyway - very slow delivery & many items only £5 or so cheaper than on Amazon; in addition the same items just turn up over & over again - they need to move the non-sellers to the outlet section earlier.

Yes, I ordered a watch from them in early Oct, it was supposed to be dispatched two weeks later. They debited the money immediately. I have tried to cancel the order about a week ago and they said they couldn't as their system was down. I emailed a couple of days ago to see when my order would actually be delivered and got an automated email. I complained on FB, I just want a refund now. I don't want their £10 off a future purchase, will never use them again.

Not good then. Within an hour of emailing customer services I got an automated response email with a £10 voucher. No thanks! Will take it up with them on Facebook tomorrow. Can anyone tell me whether, if I out on their Facebook page, it shows up on my Newsfeed?

Thanks!

I had this problem with them a year ago - after waiting 2 months for my order they finally admitted they couldn't get the stock. Took them about another 6 weeks to refund me though! I will never order from them again other than their "immediate despatch" items because I hate that they take the money immediately.

not sure but they seem to have rubbish brands (same old same old) and not much seems to be being sold if you get my drift.

It is a public Facebook page, so yes it might show up. Maybe not on your feed, but on your friends'. I'm forever seeing things my FB friends have commented on, pages they've liked etc.

They are not replying to me at the moment so I was wondering the same thing.

I get an automated email to say they have received my email but do not ever reply. This has been going on for at least a fortnight.

I won't be buying from them again.

I've found them great in the past but it's a case of fingers burned now. Hope we can all get refunds!

I have always found them to be great, but haven't ordered from them for about six months.

Brandalley have always been a bit shit however they really are taking the biscuit with DHs order which was place in September.

Result .... I think! They P,'d me to say they have 'executed a refund' which will take 3-5 days to show in my account. Let's see if it appears!

They cancelled my order but no mention of a refund!

My order placed on September 21st was despatched on November 21st. No reference number was emailed to me so I wasn't sure if the order was taken. Nice surprise today.

DH received a £25 voucher through the post few days ago in a way of an apology for delayed orders

This was their response on Radio 4 a few weeks ago... You & Yours, listen from 43 mins in.

Thank you SoCrafty

Contact them via Facebook for a response, that's what I did. I received a call from one of company Directors after posting a strongly worded email. All orders refunded but no £25 voucher, though not sure I will ever use them again

My last few orders have arrived in dribs and drabs.

Don't buy from Brand Alley. I ordered in October. The money was debited immediately. I contacted them after 4 weeks and got only a generic apology. I then tried to cancel but they ignored me. I have now lodged a formal complaint with my credit card company as a disputed transaction. I see they are still advertising! They are impossible to reach by email or phone. Do they actually exist? You have beenwarned

I've just launched a PayPal resolution claim with them for a pair of boots that never arrived. Utterly disgusted with Brand Alley.

I am hoping that as I paid via PayPal I will get my money back, but am very concerned.

Every day I get an email from them with new offers, so they are continuing to operate and defraud more people.

Is there anything that can be done to stop this company?