Brands Exclusive

Lmissmiss on 05/10/2010 - 22:15

Hi Guys,

Just wondering what your experiences have been with Brands Exclusive? I've been blown away by their bargains but was a little shocked when they told me (after I'd ordered) that it takes 2-4 weeks after the sale ends to receive your products. How long has it taken you to receive your products? My orders are all still "in progress after 3 weeks of waiting. Does it go straight from 'in progress' to 'shipped' or do they tell you steps in between (i.e. packing) etc?

If you cancel your order can you get the "processing costs" back?

Cheers

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Comments

  • ZaFrOoNaLdO on 06/10/2010 - 00:35

    Hi there,

    I've so far ordered twice from brands exclusive and yes, it took them 4 weeks to ship the item. I cant remember the first purchase I made (about 4-5months ago), but i think in the 3rd week, they sent me an email saying that they have shipped my item. The most recent one, about 1.5months ago, the order was only shipped after 4 weeks waiting.

    FYI, my first order, the status in the website is still 'in progress'.. LOL.. they never changed the status i dont know why.

    hope that helps.

  • hfhf on 06/10/2010 - 23:14

    On all of my orders, the status for them are always 'in progress', but they do come eventually after 2-4 weeks.

  • mason on 07/10/2010 - 08:46

    Have ordered twice, both took about 4 weeks. Had one product cancelled and they refunded the amount of the item plus gave a $10 voucher.

  • mrsjo on 07/10/2010 - 17:10

    my orders have taken full 4 weeks (or slightly longer).
    i'm still waiting for a refund for a faulty item that i returned. it's been nearly 3 weeks =(

  • missmiss on 12/10/2010 - 11:59

    Update: have sent THREE emails asking what is going. Now going into fifth week and still no word. I have spent about $500 on the site and are yet to hear anything! Come on Brands Exclusive, your bargains may be great but your customer service is terrible!!!!

    • ZaFrOoNaLdO on 12/10/2010 - 13:15

      what did u bought? camera?

    • Apom on 11/11/2010 - 07:38

      I have bought twice from Brands Exclusive & will NEVER BUY from them again. The first time, it took forever to get to me & I had to chase them up numerous times. Finally got it after 6 weeks. The 2nd time -I have only received half of my goods even though I was charged the full amount. I have sent them numerous emails & they have not responded. HORRIBLE CUSTOMER SERVICE!! I will be closing my account as soon as I get my money back for the goods that I have not received. Thanks for the number btw - I will be ringing them today!

  • mrsjo on 15/10/2010 - 11:03

    missmiss> have you heard back from them or received your order?
    i'm still waiting for my refund - it's been 4 weeks since they've acknowledged receipt of the returned item.
    all my emails have not been responded…

    • missmiss on 15/10/2010 - 15:46

      I called them on Tuesday (Going into week 5 of order). They said it was being packed 'at this very moment' in the warehouse. Now it's Friday, still no dispatch email, or any word. I called them again (02 9146 5425 if anyone's interested) and they said because of their backlog it is likely to be dispatched next week. I said I understood but it was poor form to promise one thing and deliver another and asked for compensation. So he put a $10 voucher on my account.

      My advice is to call them and dont bother with the emails.
      Hope you all have some success! Fingers crossed my order arrives soon…

      • mrsjo on 15/10/2010 - 16:27

        thanks for the update, i will give them a call next week. from what i gather, they are a serial offender in making false promises.

        • mrsjo on 27/10/2010 - 11:57

          Finally, I received my refund 5 days after I phoned them last week.
          It seems that they don't respond to emails, which is odd for an online business.

          Thanks missmiss for sharing their phone number =)

    • bob_wangkar on 15/10/2010 - 16:43

      what…?

  • missmiss on 27/10/2010 - 12:03

    Last friday (week 6 of order) I called them asking again about my order. This time, they said that oxford had no more stock. No email, no call nothing from them telling me this. If I had not called asking for a refund, I have a feeling they would never have refunded my money or followed up my order. Yet to receive any of my orders from them. These other users anecdotal evidence that they do actually ever send out orders is all I have to go on!

    • mrsjo on 27/10/2010 - 14:32

      i think their customer service is really poor.
      i have ordered and received 3 orders in total from them of which all took around 4 weeks or slightly longer. (i have to say that i am impressed with the products and their price)
      However, this last incident of refund issue has taken over 6 weeks to be finalized, after numerous emails and a phone call.

  • me on 28/10/2010 - 11:03

    Argh…how annoying, I just received an order from them yesterday (about two weeks from the day of ordering - so was very impressed)…it was swimwear, and I opened both packages (bikini tops and bottoms) only to discover the top was a cup size that hadn't been mentioned on their product listing. Their returns policy states that they can't refund swimwear due to hygienic reasons…surely an exception could/should be made where they have failed to properly list the product? I emailed them yesterday and am now waiting on a response…

    • missmiss on 28/10/2010 - 11:24

      based on my experience (see above) i wouldnt bother emailing. Id just call them directly. good luck!

      • me on 03/11/2010 - 15:20

        Thanks missmiss…I thought I'd leave a week just to see if they emailed me back - which they did today. They are refusing me a refund. I've written back asking for one again….surely I'm entitled to a refund if they have failed to accurately describe it?

  • Frosty on 04/11/2010 - 11:18

    I've been waiting for 4 weeks already and have received no response to email enquiries. They won't be getting any future business from me, even if their specials are good.

  • missmiss on 04/11/2010 - 17:15

    Ok! Newsflash! today I found at least one Brands Exclusive customer service person who has excelled at their job. I thought I should include this as I have bagged them a lot in this post. A lovely lady called Sina actually took my concerns about my delayed order (a different one) seriously. Some of the items had arrived and others hadn't but two other customer service reps just said, wait another week, i can't do anything. SIna actually got the warehouse boys to go looking for my order and when it could not be found, got the other warehouse to transfer all the goods from that campaign to her office. She went through manually to find my missing object and personally made sure my order was delivered. Dispatched today. Legend!

    In conclusion, there seems to be one outstanding customer service rep at BE - so ask for Sina when you call up!

  • esq on 05/11/2010 - 20:20

    If only all such places were meticulously micromanaged by people like Sina. Quality support like that eventually leads to everyone being happier, along with sales increasing and returns decreasing. So many companies that I regularly cough up money at (MSY in particular) don't understand this or choose not to believe in it.

    Glad everything worked out for you in the end missmiss.

  • me on 08/12/2010 - 21:27

    So a month and a half later, after several emails and phonecalls and shocking customer service I finally get my refund (with a "$10 compensation credit" for my next purchase - as if I'd EVER even CONSIDER using them again.

  • ciccio82 on 05/07/2011 - 10:24

    I have been reading the comments about Brands Exclusive and have had a look at what they offer and to be honest, their savings are really not all that impressive. I joined up with them a while back after originally joining another website with really good deals but Brands Exclusive really just dont compare.

    If you want really good deals and good delivery times (7 - 21 days after sale ends) plus once the order is dispatched you can track the item, then go to www.ozsale.com.au theyhave so much better sales than BE i have found.

    • me on 05/07/2011 - 17:04

      Yes, and they've also been rumoured to sell fakes!! See here: http://forums.vogue.com.au/showthread.php?t=232558 esp the last few pages!

      • OzChick on 07/07/2011 - 22:23

        ^ Oh wow. Thanks for pointing that out. I have bought from them about 3 times now. Each time it has taken at least 3 weeks or more for the items to arrive.

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