Beyond The Rack Reviews Summary
The company has garnered a predominantly negative reputation, with customers expressing significant dissatisfaction regarding product quality and customer service. Common complaints include receiving items that are damaged, incorrect, or of inferior quality, alongside a troubling lack of responsiveness from customer support regarding returns and refunds. Many customers report long delays in order fulfillment and inadequate communication, leading to frustration and a sense of being misled. While a few positive experiences exist, they are overshadowed by a prevailing sentiment of disappointment and caution among consumers, advising potential buyers to reconsider their purchases.
This summary is generated by AI, based on text from customer reviews
I ordered on March 17. The site said it would take the item 2-3 weeks to get to BTR and then 1-10 days to get to me. So 5 weeks about. I checked on the order at the 3 week mark (April 8) and spoke to customer service, who told me that my purse had arrived at BTR that day and had to go through a quality control process (1-3 days) and then it would be shipped and I would get an email notification. I called April 15 after not getting any shipping notice and customer service tells me the item never arrived and that I wasn't going to be getting the purse... They did tell me my money would be refunded in 3-5 days so that was good. I just don't understand why it took them so long to tell me that my purse was never going to get here! Are they really so disorganised, wouldn't their suppliers let them know If they were out of an item? I am overall very disappointed and mostly because I really wanted that purse and waited so long and it just never arrived :'(
Shipping takes forever with this company so when the item I wanted came up on promotion with 'SHIPS IN 48hrs' deal I jumped right in. Four days past after the 48hr deadline I decided to inquire, customer service told me the item would ship in 2 to 3 WEEKS from when I processed the purchased. When I replied back that my item was purchased in the 'SHIPS IN 48hrs' deal I was promptly met with a message from customer service telling me the item wasn't available and my card was refunded... actually i don't know yet if my card was refunded because it takes up to 5 days for the refund to be processed. Funny though, they took my money a week ago without issue! Terribly service, the response for not being able to support their promotion or answer my question was to cancel my purchase and credit my account. I take this as a slap in the face, they didn't even give me a credit for the disappointment or shotty service. Business must be good that they can treat customers like this.
Hello Kellee, thank you for taking the time to review BTR here on Sitejabber. We sincerely apologize for any disappointment and if you purchased an item from one of our ships in 48 hours sales and if the item was in fact unavailable. We can definitely understand your frustration during this matter and would love to take a deeper look into this for you and see why this happened and what we can do to turn this experience around for you. Please kindly email us at social@beyondtherack.com with your order # and we would be happy to reach out to you today. We do hope to hear from you and please know that we’re always here to help.
I'm hooked to this site! Duty free shopping for Canadians, great selection and awesome deals :) you have a year to return items if not used so there is no worries of being stuck with an item you hate. When you purchase items you get a shipping pass so if you want to add more items the next day they don't charge shipping again. Their customer service is great. I had a few questions and they answered me right away! Definitely worth checking out.
I placed a large order for spring apparel. So far I have received a part of my order, which was on time as promised. BUT... The two coats that I ordered are very thin, and the quality is not good (not what I expect from Tahari or French Connection, don't know if they are knock offs), the coats will definitely not be warm enough for either spring or fall. They both feel and look very cheap in person. I also ordered a pair of UGG boots for 219.99, a I trusted the site that I was getting a good deal, and I was extremely disappointed when I saw exactly the same pair in DSW the same week I placed my order for $120! And it wasn't the last pair or limited sizes, they had plenty.
Any other online retailer I've had experience with, would issue a refund if you are not satisfied with your purchase, but beyond the rack's policy is to issue credit only.
In my situation, if I return the goods, I will be stuck with $500 credit, which I have nothing to use on, because I specifically needed a coat and boots, and I needed them soon, and there is nothing available on the site now that interests me.
Also, I cannot go and get myself what I need now, because I cannot have my money back, and obviously I'm short on budget because I already spent this money.
This whole situation is really frustrating, and the return policy is extremely unfair to the consumers. I am sure that beyond the rack has an agreement with the companies they order from regarding returns and I don't understand why I cannot get a refund, especially for an overpriced and poor quality merchandise.
Hello Vira
Thank you for taking the time to send us your feedback here on Sitejabber. We’re very sorry to hear about your disappointment in the quality of the coats you recently received. Our buyers do their best to ensure the highest quality goods for our members. Tahari and French Connection are very reputable brands, as we have not received any negative feedback with regards to these designers that we’re aware of. We apologize if you found the quality to be sub-par. Please note that all our merchandise is guaranteed to be 100% authentic.
We also apologize if you saw your Ugg boots at a lower discounted price at DSW. It's true that sometimes other sites offer cheaper prices than we do. Some of our sales are curated with sought-after items sold at the manufacturer's suggested retail price, and some of our items are offered at deep discounts. We typically have the lowest or one of the lowest prices on discounted items, but cannot guarantee the absolute price all the time across the board. You did reach out to us yesterday and are happy to accept the boots back to us for a refund.
Furthermore, we apologize if you may not have been aware of our returns policy. At this time our returns policy is due to the fact that we are not a retailer, we are a private online shopping club. All of our merchandise is ordered specifically as our clients place their orders during the time of the sale. Therefore, most merchandise is eligible for a return back to us within 365 days for a BTR credit to your account.
With that said, we do value your business and are happy to work with you to see what we can do to accommodate you. We want our customers happy while complying with BTR policy. We try our best to accommodate the customer, even if it means stretching or amending our policies at times.
We will be reaching out to you shortly. Please be sure to keep an eye out on your email inbox.
I ordered two pair of shoes for my baby & it was a waste of money. The boxes were ripped & the shoes were dirty. Never again
Hello EJuliette, thank you for taking the time to review BTR here on Sitejabber. We're so very sorry to hear about your unpleasant experience. We cannot apologize enough that your shoes were dirty and if the box was ripped - this doesn’t sound right at all. Please email us directly at social@beyondtherack.com with your account information or order # as we would be happy to investigate this issue further and see what we can do to make this right for you. Please know that we’re here to help.
There are many shops within beyond the rack. Generally the service is excellent, prompt. And helpful. The products range from shop to shop, but generally coming from China. The prices are reasonable for lower end goods, but beware of the higher end items, do comparison. The return policy is very good, fair and easy.
Update: since I last posted a review the site has undergone some changes in its shipping, now it takes close to a month to receive most orders, especially clothing coming from China. Also the customer service is not so prompt. Usually 3-4 days may pass before the response, which is very vague, stalling for time I think. Otherwise the return is still decent and simple, but is only credit.
I am disgusted with beyond the rack. I ordered a set of dishes that were completely defective leaving scratches on furniture, srainless, counter tops and pattern was irregular. I will post video to Utube. They will accept a return of course but you will incurr all shipping costs of over $60+++ dollars and have nothing to show for it. I could have bought better dishes at the dollar store! BUYER BEWARE. The only thing guaranteed is disappointment and cheap product. SAVE YOUR MONEY - I contacted BTR 4 times with video and photos of defects... as you can see by their response they still want me to lose the initial shipping costs of $30.00 +++ for their junk.
Hello Jennifer, thank you for taking the time to review BTR here on Sitejabber. We're very sorry to hear the quality of the dishes you recently received were less than expected and if they were defective. We have not heard of any negative feedback with regards to our dish sets that we sell on the site ( that we’re aware of) and would love to investigate this issue further. The cost of our prepaid return label is 9.95$, however, if there is a problem with the dishes, the return shipping will be on us. If you can kindly email us at social@beyondtherack.com with your order #, we'd be happy to see how we can help resolve this situation for you. We look forward to hearing from you.
My first order came in a few days ago. I ordered two dresses. First of all they don't look anything like the website's picture rather they feel very cheap. Also one was the completely wrong dress! And the other one had a stain on it! I emailed and called and all they would do was give me a 10$ credit to their website. What am I going to do with $10? Horrible. Do not recommend.
Hello Erica, thank you for taking the time to review BTR here on Sitejabber. We're so very sorry to hear about your negative experience with our company, especially seeing as how this was your first order placed with us. Please know that our buyers do their best to ensure the highest quality products for our members.
We cannot apologize enough if we shipped you the wrong style dress and if your other dress was received with a stain. As a customer, we can definitely understand your frustration and we apologize if this was overlooked by our quality assurance team.
Our representative most likely wanted to issue you a goodwill credit to your account as a token of our apology. We would be more than happy to take a deeper look into your account to see if we can find you replacements, if available and if no replacements are available at this time, we would be happy to help you with a return ( on us) and you will be issued a full refund. If you can please kindly email us at social@beyondtherack.com with your account information we would be more than happy to help. We hope to hear from you and make this right.
Thank you for shopping with BTR!
I don't know how this company gets away with fraud! Their sight says under new management and ownership, yet they don't say who the new owner(s) are. If this was truly legitimate then they would have no problem posting this information. I haven't been able to find any info of ownership or management for BTR. I am convinced it is still the same owner as before and the supposed "new management and owner" posted on their site is just a ruse to get people to shop so they can take their money and not provide a product. DO NOT SHOP HERE, unless they are willing to post honest information, it is still obviously a scam!
Hi Cathy
Thank you for taking the time to review BTR here on Sitejabber.
We apologize if some of the merchandise you received was less than expected. Our buyers do their best to provide our members with a selection of top quality goods.
We do take product quality feedback very seriously, as it helps us determine what items we sell on the site. We’re sorry that the bathroom set you received was not as expected and would like to take a deeper look into this for you. Please kindly email us at social@beyondtherack.com with your order # or account information, we’d be happy to see what we can do for you here.
It's true that sometimes retailers may offer cheaper prices than we do. Some of our sales are curated with sought-after items sold at the manufacturer's suggested retail price, and some of our items are offered at deep discounts. We typically have the lowest or one of the lowest prices on discounted items, but cannot guarantee the absolute price all the time across the board
Also, as our events do change every 48-72 hours, we’re considered to be a flash sales site, however, it is true that we do repeat some of the same events. Our buyers have been working hard to make BTR a great shopping site for our members and during the last few months we have launched several new brands to the site. We do hope you have checked them out.
We always try our best to provide as much information as we can with regards to product information on our site. However, there are times where we are not always provided the information by our suppliers before the event goes live. If ever you require more information with regards to an item we can always try to assist you when you contact us. Otherwise we try to find that information for you from our suppliers before the event ends. We can also suggest maybe trying to google the brand itself to see if more information comes up.
We look forward to hearing from you and thank you for being a loyal member of Beyond the Rack.
Most of the Products are recycled/returned by some buyers and made in China, sometimes we change the label were it is made from, stop wasting your money. Been there.
Hello Bob, thank you for taking the time to review BTR here on Sitejabber. We're sorry to hear if you may have been disappointed with the quality of the merchandise you recently received and if the quality was less than expected. We would be happy to look into assisting you with a return. Note that our buyers are professional shoppers who search the globe to constantly offer our members a selection of the highest quality goods.
We would like to help resolve your issue, therefore, if you can kindly email us at social@beyondtherack.com and provide us with the order number and name of the item(s) you wish to return as well as the reason why you feel the quality is not as good, we would be happy to share this with our merchandising team since customer feedback is very essential in helping decide what items we sell on the site. We look forward to hearing from you.
I was assured that I would receive my package by Christmas, I did not. Then I was sent an e-mail that I would be credited $10, which I was not. Then when I inquired again I was assured I would receive a full refund within 7-10 days, again received nothing. I inquired a month later and got the same response. I still have received nothing and my order was placed in November. I will never use this site again.
Hello Jillian, thank you for taking the time to review BTR here on Sitejabber. We're very sorry to hear that your order did not make it to you in time for Christmas and if you have yet to receive your parcel or refund. This doesn't sound right. If you can kindly email us at social@beyondtherack.com with your account details we will be happy to get to the bottom of this for you. Please know that we're here to help.
I am not a customer of this website and at this point will never do business with them.
A few months ago I began getting spam (8 - 10 daily emails informing me of their great deals). I tried to unsubscribe. I tried to block them.No luck. I sent several emails to customer service and called customer service. I was informed that since my email address was not in their system (of course not, I don't have an account with them) it must be a bug in their system. At this point, they claim to have opened a ticket with their IT department and the issue should be resolved "soon."
So far, the emails just keep coming. Please stop!
I have opened a case with the BBB.
I just want these folks to leave me alone.
Hello Jennifer - We're so very sorry that you keep receiving our daily emails after numerous requests to unsubscribe and if a ticket was opened with our IT department and yet you still continue to receive our emails. Usually, these tickets are resolved within 48- 72 business hours. We do however definitely understand your frustration in the matter and would like to resolve this for you once and for all. If you can please kindly email us at social@beyondtherack.com with the email address in which these emails are coming in on, we will happily look into your case and have this resolved for you right away.
I am very disappointed! The worst costumer service ever!
I ordered my boots for the first time on Beyond the Rack, the package got lost on Dec 12 2014! I reaches out to customer service and they can not find the package.
Then they told me I will see my refund in 5-10 days on Dec 22! Today is January 10,2015 I don't have my boots nor my refund.
How do you except me to shop on your website?
Thanks
Hi Mila, thank you for taking the time to review BTR here on Sitejabber. We're so very sorry for any negative experience and to hear that your package may be lost with the courier. We definitely understand your frustration in the matter considering this is your first order placed with BTR. Rest assured that our customer service team did open an investigation with the courier who will do their best to trace your package and deliver it to you, if found. In the worst case scenario should your package be deemed lost, we will issue you a refund in full or reship a replacement pair of boots out to you should we have a replacement pair. Please note that these types of investigations for lost parcels may take 5-10 business days, however, please keep in mind that with the holidays this may take a little bit longer. Kindly email us at social@beyondtherack.com with your order # or email address, we will be happy to take a deeper look into your case and provide you with an update on your refund as well as if the courier may have been able to locate your parcel. Please know that we’re always here to help. Thank you for being a valued member of BTR.
I've only ordered one time from Beyond The Rack, it was a shirt that I liked very much. I had no problems with delivery or size, I think I will give Beyond the Rack another try.
I purchased "1000TC" sheets from Beyond the Rack a few weeks ago. They are the worst sheets I have ever owned - extremely scratchy and uncomfortable to sleep on. I also noticed a tear in one of the corners after sleeping on them for 1 night. I've had 1000TC sheets before and there is NO WAY these are legit. I will not be purchasing from Beyond The Rack again.
Hi Jana, Thank you for taking the time to send us your feedback here on Sitejabber. I am so sorry to hear that you were not satisfied with your purchase. Although we generally cannot make accommodations for items that have been used, if you could please send us an email at social@beyondtherack.com with your order number, I would be more than happy to look into this to see if there is something that we may be able to do for you. Please know that if you ever have any concerns with your orders, you can always contact us and we are always here to help! Thanks!
I love beyond the rack! Iv been ordering from them for over a year. They've always been very quick to resolve any issues. They send $10 credits if the order takes longer than expected and if an item is damaged on delivery you either send a pic and they assess it and they refund your credit card and give you a $10 credit for the trouble or they pay for the shipping to send it back. Also most things are eligible for exchange up to a year after they've been delivered so I save all my returns and send them back all together at the end of the year and it only cost $10 to ship it all back using the shipping label provided by them. I have never had a negative experience with BTR and iv placed over 25 orders with them. 5 stars from me for sure!
Hi Ashley! Thank you for taking the time to send us your feedback here on Sitejabber. We're thrilled to hear that you're happy with your purchases you have received. We always love hearing this type of feedback. Please do not hesitate to contact us should you have any questions or concerns for future purchases. Thank you for being a loyal customer of BTR!
Avoid! I thought I'd give BTR a second chance and use up a credit for something I returned almost 2 years ago. I ordered Alexis Harrison boots reg. 145.00 on sale for 39.99. I could instantly see upon taking them out of the box they were extremely poor quality. There was a hole in the insole lining of one. These are less than Walmart or Payless quality. I've worn them 6 times and now they both leak, the boot material is splitting away from the sole.
I know from past experience not to bother with BTR non-customer service. My previous return was for high-end jeans, they were clearly knock-offs and I informed BTR they had counterfeits in their inventory. As others have said, there are no refunds, only credits that can only be spent at BTR. I had to pay shipping both ways and my credit ended up being $20 less than what I paid for the jeans. I will never buy from them again.
From now on I'll stick to online merchants like Amazon where you can read product reviews by customers so you don't up with worthless crap that had a great photo online. There are several good Canadian online companies that have real customer service, care about their buyers, will refund your money, and don't make the customer pay return shipping on defective merchandise. They'll be getting my business from now on.
I never write reviews, but I'm so disgusted with Beyond the Rack I felt compelled to. If I could give them less than 1 star I would. And those boots are going out in the garbage this week.
Hi Holly, Thank you for taking the time to send us your feedback here on Sitejabber. I am so sorry to hear that you have not had very good experiences with BTR. Please know that we do strive to provide the best customer care that we can, and if you have received a less-than-acceptable product, especially something that is damaged, you can contact us to see what we can do for you. Damaged items can be returned for inspection, and once confirmed damaged are refunded back to the original method of payment, and we do not deduct return shipping for damaged returns. Although your order for the boots has been used, if you would like, you can email us at social@beyondtherack.com with your order number, and we can see if there is anything that we can do for you in regards to this issue. I apologize for any inconveniences that you have experienced with us, but please know that if you ever have any concerns or questions, or trouble with your orders, we are always here to help. Thank you.
Shipping arrived late, when i finally got the package which was a bag worth $150+. The bag in the box was completely different from the bag that was pictured. It is actually cheating because now when i am returning the product back, they are charging me a shipping fee as well as refunding my amount as a credit. Not even back to my bank. How can i trust to buy another item when what they show is completely different from what they send.
Hi Tee, Thank you for taking the time to review BTR here on Sitejabber. We're so very sorry to hear you received the wrong bag. We completely understand your frustration and if we were in your shoes we would be upset as well. We also apologize for any confusion. Please know that should you receive an item that is incorrect, (a mistake made on our part) you will not be charged the return shipping fee and a refund to your original method of payment will be issued. Please use the return prepaid label that was included in your parcel and the return shipping will be on us.
If you can kindly email us at social@beyondtherack.com with your order # in which you received in error, we would be happy to see if we can locate the correct bag you originally purchased. Please know that we’re always here to help.
Thank you
My shopping experience has been absolutely horrible. I ordered 3 items for Christmas gifts. One gift shipped out before the other two. UPS dropped off the package to my local post office yesterday, 12/5. When I checked on the status of the packaged this morning, 12/6, the package was marked as delivered at 10:11am. My mail lady doesn't even deliver my mail until after 12pm. I was home all morning waiting on the package. When my mail lady arrived after 12pm, I asked her for my package. She stated that she did not have a package on her list to be delivered to me. I showed her my phone where it showed that the package was delivered at 10:11am. She apologized and stated again that she did not have a package. This is a horrible experience to say that it is my first experience ordering from BTR. This drama is not worth the discounted prices.
Hello Mj, thank you for taking the time to send us your feedback here on Sitejabber. We're very sorry to hear that you have not received your parcel although showing as delivered by your local post office. What may happen in some cases is that USPS will mark the parcel as delivered but will make delivery the following business day. If you can kindly email us at social@beyondtherack.com, we would be happy to take a deeper look into this for you (if you have yet to receive your parcel) and if need be open up an investigation with USPS if one has not yet been open for you. Please know that we're here to help.
I just ordered for the first time. I ordered Uggs on the black Friday and received them today Dec 4. I am happy, but I am just wondering if they are the real deal uggs. They seem to be real and they feel real but the inside tag is different from my older real uggs. My older real uggs have a thick cloth like tag inside saying "made by Ugg Australia" but the new uggs from BTR have a thin paper like tag saying made in China. That is my only issue. I wonder if maybe Uggs just changed the tag style?. Can anyone advise on the inside tag of new uggs. Very happy with the timing of my order.
Just to update, the uggs did change their tags in 2013 to include a security feature that I do see in the tag so I believe all it well. Kool! Thanks BTR
Hi Bobby, thank you for taking the time to review BTR here on SiteJabber. We're thrilled to hear you're happy with your boots and that you received them rather quickly. We would like to reassure you that all products on our site are guaranteed to be 100% authentic as we only deal with reputable vendors. We look forward to shipping you more of your favorite designer items for less! Thank you for shopping with BTR!
From the business
Beyond the Rack is a private shopping club for people who want designer brand apparel and accessories at up to 80% off MSRP. We offer authentic designer merchandise exclusively to our members through limited-time events. Each event starts at a specific time (9:00AM ET and 5:00 PM ET) and typically lasts 48 hours. After each event ends, the merchandise is no longer available. Members are notified by email in advance of each upcoming event according to their notification preferences.
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hello Kayleigh, thank you for taking the time to review BTR here on Sitejabber.
Please accept our sincere apologies for being unable to fulfill your order. Unfortunately, there is no way for us to predetermine if a supplier will short ship us on the inventory we were promised. Therefore, occasionally, we do find out that certain items cannot be shipped. We do understand your frustration during this matter, and would like to take a moment to explain to you the process of Beyond the Rack.
Due to the fact that we are not a retailer, we do not carry stock in our warehouse. Once an event has closed, we place all demand orders with our suppliers. We work closely with all our suppliers to ensure that merchandise ordered by our members arrives at our Order Processing Center on schedule. This is how we are able to offer designer brands at discounted prices. Unfortunately, there is often times (occurs only in 4% of orders) when we’re unsuccessful in securing the merchandise you ordered, and only as a last case scenario will we need to issue you a refund.
Also, since we ship most orders at 2-3 weeks, inventory errors such as these are only brought to our attention once the merchandise arrives in our warehouse and we prepare to ship your order. Please know that we do our best to notify our customers as soon as these inventory errors are brought to our attention as we never want to disappoint our customers.
If you can kindly email us at social@beyondtherack.com, with your order #, we’d be more than happy to see if there is anything we can further do for you to compensate for your disappointment. Please know that we're here to help and we do hope to hear from you.