This is the second time I had to review this dodgey site as the faulty items I purchased are still not collected and money not refunded. They are not replying to the multiple mails I send to the customer support. I have even escalated to customer affairs about how they just deliver wrong items and just not bother to arrange pick up or refund the money. I guess it is up to us customers to be careful about these sites and not spend money on them. I spent $319, all in waste!!!
Sold a product almost 2 years out of date.
Recently bought 3xmystery beauty packs online. The blurb gave the impression that the packs would be different That they were identical isn't my issue. My issue is that the Anthelios XL sunscreen has a expiry of August 2015 on every packet. Almost 2 years out of date, possibly not suitable to be used by a red haired, extra pale and freckled person. The customer service was wishy washy, I received 3 generic replies saying " As per terms and conditions, Our Mystery Beauty Bag sale is packed full of premium makeup and cosmetics, meaning it will be a random mystery bag".
No answer to the out of date products.
- Verified customer
Worst Customer Service I have seen
If I could I wouldn't even give a star rating. I have 4 orders with these guys. The 1st order part of it got lost in transit, therefore they told me to take it up with the shipping company. How is this even my problem?? After much debate over a period of 3 weeks with them I got a credit, not useful to me at all when I asked for a refund. 2nd Order, Hasn't even been shipped as yet, now 11 days overdue and I can't even get a refund and I am still waiting on a response as to where it even is and 3rd Order is finally on it's way even though has no...t arrived by the indicated time. The communication seems very generic and the only time I got a response was when I asked for a Managers Name and Telephone Number and threatened to go to Office of Fair Trading. I have worked in Customer Service & Marketing for many years. Brands Exclusive needs to be truly educated in these matters. I would rather use their competitor any day. At least they communicate with you promptly and give you a refund if you are not happy with their terms.
Took so long after 1 month i was advised it had not even been shipped from its location?? They refunded me thankfully but a complete waste of time!!
Horrible customer service
Bought a dress from Rumour has it and they sent me the wrong size and I've sent 3 requests for an exchange but they didn't respond to my email.
Bad bad bad
Purchased a chair which was damaged when I opened it. Been emailing then endlessly and keep getting the same lame response "we are trying to contact the supplier" been 2 months now. Dodgey business this one. Pretty sure they are linked to that Mynetsales store that sold fake bags then went bankrupt.
Guys if you are burned by this company. Contact your bank and ask to process a "chargeback" they will automatically take your funds back from brandsexculsive. I think they lead me on for so long as chargeback rights expire after a timeframe and they delayed me so I would loose chargeback rights.
Terrible never again!!!
Beware!!! No Customer Service. A month or so ago I ordered a shoe cabinet from Brands Exclusive. it held the amount of shoes I needed and in the Advert it said it just needed SOME assemble. But when it arrived the packing said needs two people to assemble (not mentioned in Advert) I unpacked and was amazed to find it was not SOME assemble it was the assembling the whole thing!! I might as well have just gone and bought the wood and screws and started from scratch. I had to wait to get somebody to come help me to put this together and my friends...exact words were this is ridiculous how can they call this SOME assembly. the instructions were 6 pages long. Anyway after all that when i went to put the shoes in the cabinet to my amassment it only took flat shoes it did not take high heels or runners (this was not in the advert either) I sent an email to Brands who told me I should not put any DYI together with out help?? and said putting SOME assemble needed in the advert was all they needed to do. they said I could tell by the photo in the Advert that the cabinet only took flat shoes??? So basically telling my it was all my fault and them using misleading advertising is OK. Unbelievable this is such terrible service and I will not be buying from them again and have warned all my friends. Do not trust their Adverts.
After 8 months, my money still not refunded
On 27.08.2016 I purchased online a pair of shoes from Brandsexclusive. There were delivered but they were a size too big. On 27.09.2016 I made an online return request to Brandsexclusive and on the 28'th of the same month it was approved with the Return # 1125609. On 30.09.2016 I have returned the ordered shoes with the Australian Post receipt # R643057045909668 and on 04.10.2016 I have confirmation that it has been received by Brandsexclusive. I wrote them an email stating that I am happy either to receive a refund or a similar pair of shoes o...ne size down. They did not reply anything. My repeatedly attempts to clarify this matter fell on deaf ears since. I have posted on their facebook page bad reviews and the facebook team replied I will be contacted by the brandsexclusive refunds team but it never happened.
Bad to NO communication for incorrect orders
I used to shop on this site but I recently bought 2x manhattan highchairs for $309 and received a completely different order( two different highchairs) Since then I tried to message them multiple times but they haven't replied back. Even consumer affairs cant get hold of them. If it is their mistake and they owe you a refund they will play a deaf ear.
I have stopped purchasing from them. Beware, you will not get your money for incorrect shipping. Not even a reply. Don't trust this site when there are other reliable online shopping sites that actually communicate and solve issues. I don't even want to give this site a one star
Can't contact. Paid two weeks ago and don't know when my purchase is getting shipped
I spend over $600 at this online store. My goods have been sitting pending for three weeks. I can't contact the store. I've send numerous emails asking when I will get my things. No reply. I am going to have to dispute with the bank to get back my money. This is a terrible experience.
Don't buy from them. They won't refund!
I ordered a Samantha Willis necklace that didn't fit right, gaped where the pendant joined the chain. It also looked nothing like the picture but rather a cheap copy. I asked for a refund and everything seemed fine until I found out they had given me a store credit. I don't want a store credit to waste more money I was looking for a specific item. After many emails the customer service person said they don't refund and to read the return policy. I already had and had assumed where they said they will credit your account meant they will credit m...y bank account! Wrong! BEWARE most online retailers happily offer refunds because it can be difficult to judge size, appearance etc online. I will never buy from them again and have to deal with frustrating customer service which is patronising and of absolutely no help. If I want second rate goods I wouldn't care but I don't! Dodgy site to say the least and not helpful at all.
Worst online shopping experience ever.
They take your money then you wait for a delivery that is very very slow. Up to 12 weeks.
Returns policy expensive and not particularly accommodating.
Size charts are a complete joke. Out of nearly 30 items in 6 months, only one fitted. No relation to normal Aust or US sizes. All items likely made for pygmy markets.
- Verified customer
Long wait of refund and Still Waiting....
I returned the goods in mid Dec 2016 and I received a confirmation letter from Brands Exclusive stating that goods received and refund was put back into my store account on 22/12/16. I checked my store account and realised they credited the refund into my account on 22/12/16 and debited the amount on 26/12/16 and 11/2/17, because the refund was taken out from my store account so I assumed they might have credited the money back into my credit card, but it proved that this was not the case after i checked my credit card account 2 days ago. So ...I sent an email once again, there has been 4 emails back and forth since 21/12/16 requesting my refund and i am still waiting. This is not a complicated issue and why it took such a long period to handle? It's not resolved yet - very disappointed.
Disappointed online service - please don't buy from this
My items didn't deliver and can not contact them. Please don't buy from this disappointing service nearly a month not even give me my money back for the order
Have been trying to contact them for days regarding an item I wanted to buy. Only way is via email which they claim will take no more than 1-2 days. Its well past this and a second email and I still have had no response. Obviously they don't feel the need to bother with their customers so I don't think I will be bothering with them anymore.
Terrible Company! Do Not Do Business With Them
I ordered a gorgeous dress online that was on their site and was sent something totally different and ghastly instead. It looked nothing like the dress shown in the picture of the dress for sale. I mean the one sent had sleeves and the one I ordered was sleeveless! I mean duh...is it that hard to notice a mistake had been made? Fortunately I took photos and returned the parcel back and included prints outs of my emails.
Instead of getting a full refund for the dress and the postage they give me a Store credit for the dress! I told them I want a full refund.
There are no telephone numbers to talk to anyone-you have to keep sending emails. Most unprofessional and dishonest.
For every purchase I've made on this website, way past the expected delivery date it gets refunded with no reason provided, no apologies whatsoever!! I don't know why I gave it a second chance. I'm done with this site, will never try again and neither should anyone else. 0 star!!!
Incorrect item supplied and refund was refused - this is illegal
In Sept 2016, I ordered a pair of Rayban Aviator sunglasses in size small. Over a month later, I finally received my product, however, I soon discovered I had been supplied with a size large pair of sunglasses. You are unable to contact Brands Exclusive by phone, so I had to communicate via email, with each email taking up to 3 business days to receive a response, sometimes longer prompting me to send a follow up email in attempt to progress my case. I was advised to raise a return request which I did. I was requested to provide photos of the "...fault", however the item was not faulty - it was the incorrect size and not what I ordered. After a month of going back and forth, I was advised I was ineligible for a refund as I did not have the original packaging, which is a requirement under their returns policy. The only packaging I was missing was an outer cardboard box. I had the sunglasses in unworn condition, the cleaning cloth in its original plastic, and the faux leather sunglass case. In the end, I managed to find the cardboard box and provided photos to Brands Exclusive, who then advised I was still ineligible for a refund as the cardboard box did not had a barcode on it. I felt this response was incredibly unreasonable. The item was in re-saleable condition and I had been provided with an item that was significantly different to what I ordered. I tried to explain that their policy of returning original packaging does not apply as I am claiming under the Consumer Guarantees as outlined by the Australian Competition and Consumer Commission (ACCC), but this seemed to fall on deaf ears. I contacted ACCC directly who confirmed in writing that when claiming under the Consumer Guarantees, there is no obligation for the consumer to provide the packaging. I provided this information to Brands Exclusive, who only then confirmed for me that they would provide me with a refund. This whole process took about 6 weeks from the time I first made contact to advise of the error, to being advised I can return the item for a full refund. I should note that this item was a direct import and throughout this process, I kept being told that the information I was providing, was being passed on to the supplier so they can assess my eligibility for a refund. As Brands Exclusive was the seller of this item, it is actually Brands Exclusive who is responsible for ensuring the item I received was correct and in working condition, not the supplier. Brands Exclusive kept passing the buck and was not taking accountability or responsibility. This information can be found here on the ACCC website: http://www.accc.gov.au/business/treating-customers-fairly/selling-parallel-imports I was then in absolute shock when after the item was returned and received by Brands Exclusive, I was issued with the value of the item in the form of store credit. To me, that is not a refund, but an exchange. By this stage I was feeling beyond frustrated and felt Brands Exclusive were being completely unreasonable and unaccountable. I raised a dispute via PayPal, who settled the dispute in my favour. I have now received a full refund thanks to PayPal and their buyer guarantee. The refund was not received until late January 2017, which means the process of trying to obtain a refund took 2 months.
Takes order and money but can't deliver
I purchased some hair product on 30 November 2016 and waited the described 2-3 weeks for postage. On 3 January 2017 I followed up about delivery and was advised they now had stocks of the product so would ship it out. I then followed up again on 23 January 2017 and was told they were still waiting to receive the stock of the product. While it was easy to request a refund and this was done promptly I wasted 2 months checking up on a product that they clearly never had so shouldn't have taken the order. Will never purchase with this company again.
I bought smart watch and there's faulty one and they give me different colour, and also I have to waiting at least nearly 2 month to get my watch, I need to return this product, also on the book it's was France language no English language, really disappointed me!!! I was ordered online before Xmas and they arrived so late and got faulty stuff.
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|
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