Having previously made several satisfactory purchases through Brands Exclusive, I ordered a handbag online. On its second use the handle broke due to poor stitching. Though it took several protracted emails including two sets of photos of the broken bag, once my issue came to the attention of one staff member - [name removed] - I received a prompt response and a full refund for the faulty bag.
It's not that problems arise - it is how they are solved. In light of this experience, I will still be purchasing items through Brands Exclusive as this was one glitch among many problem-free transactions.
So Many Items To Choose From
I have only used Brands Exclusive twice and I get confused finding items - you see items for sale and then two days later they are gone.
Goods suppliers don't supply
I recently ordered some sportswear(yoga pants) and after the due date for delivery had expired by ten days I asked for an update. I received a thank you but there is a slight holdup but you delivery is on its way, after another week I asked again to,be told same thing. After the fourth time I received great help,from an efficient staff member who eventually put through a credit note, I still have no,idea where my order went or if they ever found it.
One thing though a credit note means I had to spend my original purchase money on another thing from Brands exclusive which is a bit cheeky seeing as I didn't get what I really wanted.
No replies from brands exclusive
Ordered on 31/3/16 item never arrived and cancelled no notification and have not received any refunds tried contact brand exclusive no reply.
Just received reply hopefully they can sort out the error asap. Thanks!
Sale and Customer Service good with a few faults
I've been a member of BE for a long time and been a loyal fan. The products and value of the sale are great in comparison to what you'll pay in retail shops, for example I purchased a queen size linen quilt cover set for $70 which at the same time retails in Myer for $220. BE also features well known trusted brands like Sandler, Fossil and many more luxury brands. The customer service is great and the CS officers are polite and helpful. But I have received a few duds in terms of products. Most recently a pair of winter slippers which one of the...pair was smaller. The good thing is the helpful customer service who did get back to me, refunded me the money and gave me a $10 credit too. But again there have been more faults. For example I sent a message to support@ twice to cancel an order and no one got back to me and next thing I know they were sending me the products. So there seems to be no consistency. The refund and credit process is very confusing too. You don't see where the credit or refund has gone on the app and there is no confirmation like a refund invoice. They also issue a credit voucher to use again with an expiry so if you forget to use it then your money is gone. The worse is that you can only liaise with them via email at the support@ email address or the help/contact us on their website which can drag on as you're waiting for an answer once a day. There should be a way to call them or even have at least a chat window to efficiently and quickly handle faults. So it's hard to rate them well although they are not bad. There's definitely plenty of room for improvement. It would be great if they paid for postage back like the Iconic.
Revised review following issue of refund - warning to read the FULL refund policy
After initially posting a negative review, BE promptly got in contact with me and I was issued a full refund, including postage. I still think they should be clearer with their refund/credit policy which is not immediately accessible via the in-app help section - you have to search more to get to the detail. Buyers should be aware that if an item doesn't fit, it is classified as "change of mind" and you will only be issued with a credit note. My 3 star rating is a result of this policy which I think is too harsh for an online shopping site where it is not possible to try on items.
Excellent after sale service.
Great support, very prompt in fixing my problem from Jan. I will definitely be purchasing again soon. Thanks for your help Lorena.
Site crashed, no customer service after 5.
I have had several problems with the website. It doesn't seem to cope when the big sales are on. Then there is a delay with customer service & you miss out on items when they sell out. They definitely need to re-consider their customer service model. But Jess in customer service was excellent once she was on to it.
Not sure about the products, price or delivery yet as still awaiting - several weeks!!
However, I can highly commend their customer service operator Jess. She responds to queries rapidly and effectively. Very comforting.
Customer Service saves this website.
Ordered set of two side tables in bronze, waited forever then received only one and it was black three days later i got the other one also black. I was told there were no more bronze even though they were still advertised on their website. Although Customer service did all they could to help me I was disappointed in the website itself I really wanted the tables exactly what I wanted. In the end the only thing I could do was package them up (not at all an easy exercise) they arranged a courier to collect them & take them back.
Being an older person and having a disability i found it hard that i had to type instead of talking to a representative and i would suggest that maybe BE could make exceptions and actualy talk on the phone to us older people who dont have printers and all the other techno stuff and knowledge etc..
Apart from that over the years i have been buying from BE they are generally a great team.
Thank you BE.
Regards Kathy Mc
Good customer service but slow delivery.
Although the delivery is really slow, but the customer services are all good attitude and reply the email quite fast which is killing first that they did not have a contact number, but I find it is OK to contact by email as they did reply you.
I purchased an item that was delivered wrong but instead of a refund, I receive a credit to my account which I need to purchase another product.
Not a big deal
I have recently purchased items from Brands Exclusive and The home. Happy with everything. I must admit that the wait time is sometime annoying as when I do buy products I want them then.
Lead time is too long!
The biggest problem with this site is the long wait between ordering and actually receiving the item! Even when it is advertised as next day dispatch. Having said that, when I queried a recent delay, staff followed up promptly and kept me updated on progress. Another problem is the fact you can't get refunds only credits and they expire after a certain time. Not sure this is legit!
First and last time
I purchased a set of suitcase only 2 and a bit years ago. out of the 6 handles that were on the 3 suitcases, 4 have broken - they are poor design (cast alloy) and break easily - contacted brands exclusive customer service and got a very curt brush off response that said "Thank you for reaching out for support! We’re so sorry for the inconvenience caused here. We no longer have replacement for that handle. it was purchased 2 years ago". Support, what support - only 2 years old and cant re-supply handles or even offer advice as to where I could b...uy them. Wont waste my time dealing with these guys again. End of story. ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Footnote-brands exclusive responded and gave good follow up response but as product was more than a year old could not help replace or help me track down replacement handles as they no longer sell that product (they are not warranty agents for all the manufacturers). I searched the internet and found an ebay supplier ($48 for a pair of handles!) for a pair of generic handles which did fit - it is a swiss suitcase (supposedly good brand) which i will not buy again - stick with antler or americantourister- handles on the swiss are weak as water.
I recently ordered a bottle of Christian Dior perfume as part of a clearance sale. I received the product quickly, but was horrified when I opened the box to find a cheap, no-name imitation rip-off bottle of something else. The plastic wrapping was falling off (before I opened the box) so clearly this item was repackaged and the incorrect bottle was put into the box.
The Brands Exclusive customer service team were terrific - they allowed me to return the item free of charge, and they expedited my refund once I'd lodged the return at Australi...a Post. So on that front I can't fault them. However, the fact that the item was repackaged to begin with (rather than in its original packaging) makes me wonder if their designer products are genuine.
Satisfaction after frustration
Received the wrong size shoes (ordered 8.5, received 9.5) so needed to return but as not my fault, needed Reply paid postage and full credit. Person I was dealing with in the support area just couldn't seem to grasp the concept. Six emails later including having to send two photos to prove that I wasn't lying and really had received the wrong size and being very frustrated, I asked for my issue to be escalated. Fortunately the up line assistants were much more competent and dealt with it efficiently. I have returned the shoes by reply paid postage and I am awaiting my refund. Fingers crossed!
Can't login - what's happening?
I have been trying to login into BEx for days now & it keeps telling me to try later. Has anyone else had the same problem?
they are okay
I have shopped on BE for about a year now, and have generally always been happy with the products I purchased. I only had an outstock incident once which was handled poorly I had to follow them up to find out why one of items I brought wasn't in the package. But they offered me $10 store credit and I understand that its not there fault there suppliers can't manage inventory.
My advice is that they need quality control, there customer service levels need some consistancy and they should atleast request samples of the types of products they se...ll because products are Srsly poor and look andfeel like they belong in a doller shop i like the order tracking systemo no consistency in qualty and savings, they need a link to the mobile site on the homepage
Questions & Answers
So disappointed to read all these Bad reviews I thought I had found the perfect place for all my family’s needs since I live in a regional area and order everything
Try Ozsale, I have ordered through them a fair bit without problems since deleting Brans Exclusive.
I work for a fashion label, we are interested in moving stock on Brands Exclusive.
Can a representative please contact me.
I have been a member of Bransexclusive for years and am now being flipped to Catch when I log in to buy something. Is Catch now under the Brandsexclusive brand or the other way around. Would you please advise as I have previously asked this question. A private Email reply would be appreciated. Cheers Janice
|Category||Online Shops, Footwear Shops & Brands, Underwear Shops & Brands and Clothing Shops & Brands|
|Offers Free Standard Shipping||No|
|Mens / Womens Clothing||Mens and Womens|
|Labels Sold||Variety of Labels|
|Buy Now, Pay Later Options||AfterPay|
|Type of Footwear Offered||Casual & Dress Shoes and Exercise & Sport Shoes|
|Clothing Type||Activewear, Children and General / Everyday|
Visit official website
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.