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've ordered many times from btr and am really happy with the items ive recieved. I have purchased clothes and a fossil leather purse which smelled of pure leather the moment i opened it which made me extremely happy, it also came with the fossil bag to put my bag in and a tag proving authenticity. Shipping is usually really quick if anything the longest i've waited for anything must have been no longer than a month which i think is fine. Perks from ordering from here are all the free samples you recieve from aveeno, dove and brand name shampoos ect.
I ordered two shirts from them and they are beautiful! I did not even wait a month before the shirts arrived. I like the company. I ordered from them again. I will be a regular customer. Thank you beyond the rack for having a great selection of clothes.my shirts were good quality and i recieve compliments when i wear them.
Hi Laura! 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 shirts and that you have been receiving many compliments :) Please do not hesitate to contact us should you have any questions or concerns for future purchases. Thank you for being a valued member of BTR!
I purchased an item from them and the shipping time was OK (not exaggeratedly long, but not quick, considering that I live in the same city in which the warehouse is located in). The problem that did arise, however, was with customer service giving me the run-around once I contacted them to disclose an issue I was having with the 500$ jacket I purchased from their website. Initially, I was told I would be receiving a credit card credit in 2-3 days after they'd received the returned item (which I'd gone in person to bring back). I find out, three weeks after sending back the item and constantly calling the Customer Service department to see what was going on with my credit, do I find out that instead of giving me my refund, they gave me an IN STORE CREDIT. At first, I figured it was an error from their end, but TWO WEEKS LATER and after an email confirmation that I would be receiving this credit on my credit card, I still don't. I keep calling and I keep getting told that "the supervisor isn't available" and then get greeted by a VERY RUDE secretary who doesn't give you the light of day... who runs this company? No one wants to give you answers, no one wants to issue the refund I was promised, no one is re-reachable... It really is a joke. It was my first time purchasing from them, and certainly my last. When a company treats its customers this way, it is a big indication of just how little they value your business.
Hi Crissy, thank you for taking the time to review BTR on Sitejabber. We sincerely apologize that you received the run around in regards to your return.
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 items are eligible for return back to BTR within one year for a credit to the customer account. With that being said, if you were promised a credit card refund and was given a store credit instead we sincerely apologize for this oversight.
If you can kindly email us at social@beyondtherack.com we would be happy to take a deeper look into your account and have this resolved for you right away.
Please know that we’re always here to help.
I've made several purchases to which were fair quality, some not. There have been issues with not receiving my parcels at all, but this was do to breaking in of out mailboxes. I reached out to customer service and they were great. They told me 10-15 business days, to give Cabada post time to find my items. They were never found and I had my refund on the 16th business day. Also returned items via their return shipping label so not return shipping cost necessary via Canada post. They do include the shipping label. I had my refund two weeks later, which is in a good time frame considering Canada post shipping times. All in all great customer service.
I placed two orders on October 8th, and as of writing on October 26th, one still has not shipped. According to their website, "Some items are eligible for 5-day shipping (unless it applies for consolidated shipping), while others can take 2-3 weeks from the time you click the Process Order button."
That seems to say some items that won't arrive in five days will arrive in 2-3 weeks, what they seem to be claiming on this review site is that how long it takes to PROCESS the item
I have received NO update email from them, no update at all 18 days from the order date, when their website seems to claim I should receive the item in the next 3 days.
I also used a gift card that I received from Shoppers drug mart, and they wouldn't apply it to the shipping cost! Therefore I ended up paying $6 to ship a trial-sized tube of lotion, when the actual price to ship such a thing is much, much lower. I just hope the thing come eventually.
Hello Zora,
Thank you for taking the time to review BTR here on SiteJabber.
We apologize if you may have been unaware of our shipping timeframe. Typically, we ship out our orders at 2-3 weeks.
We place demand purchase orders with our vendors at which point we know exactly how much inventory to order for our members as a whole. We charge your card when your order is processed as these orders are placed directly with our suppliers. This is one of the ways we are able to offer you such discounted prices. We only authorize our suppliers to send us their merchandise once the event closes.
As a private shopping club, we're ordering select merchandise on your behalf. Working this way helps us secure great prices and selection for our members on an ongoing basis, which is what BTR is all about.
Upon receipt of your order, our suppliers ship the purchase orders to our warehouse for inspection and inventory confirmation of the merchandise. Once completed, we then prepare to ship to our customers.
Most items in our Outlet section are subject to ship out in one week as they are items that we have in inventory. This is also mentioned at the item level in the item description as well.
We also send our customers email updates in regards to the status of their orders up until they have been shipped out from our warehouse. We apologize if you may have not received them or if they might have went to your junk mail.
We are sorry to hear that one of your items from your October 8th order has not yet been shipped as this is approaching our three week mark.
We would definitely like to take a deeper look into this for you to see what may be causing the hold up. At times we do run into delays with our vendors that are beyond our control, however, again we will always send you an email update to let you know the status of your order.
If you can kindly email us at social@beyondtherack.com with your order # as well as the giftcard code you received via email, we’ll be happy to take a deeper look into this for you. We’re always here to help.
You have to really search for a good deal and hope you get the high quality your looking for. Half of the brands and "designers" on the site I never heard of and when you search the web for said designer the only information that comes up is from sites like Beyond the Rack. Quality of the merchandise is fair at best - you can tell that it is a knock off. Shipping takes twice or even three times as long as normal shipping - which I can understand biased on how they explain it - but if you order multiple items you get multiple packages at different times, which seems like a waste of time, money and materials. You can return your items unlike some other similar sites but you get BTR credit, so you can spend it on something else that's not worth it. BTR is projecting negatively on the real designers - you purchase a Michael Kors product but what you get is a cheaply made Michael Kors product. Save your money and time.
Hi Jennifer
Thank you for taking the time to review BTR here on Sitejabber.
We apologize if you have been disappointed in the quality of the merchandise you received or have been disappointed in any of your recent orders. Our buying team works hard to ensure great quality merchandise for our members on an ongoing basis.
It’s true that we can take a bit longer to ship out our orders. Typically, we ship out orders at 2-3 weeks. We don't hide this fact, in fact, we post it everywhere so our customers are well aware of the delay. While we know it can be long at times, we hope our great savings and great brands make up for the extra time. At times we do run into delay with our vendors that are uncontrollable, however, we will always send you an email update to let you know the status of your order.
We realize that our customers would love for all their merchandise to arrive in one parcel and we try our best to consolidate our parcels when we can. If you purchase more than one item from the same event, or shop from more than one event, we may not receive all of your merchandise from our suppliers at the same time. In this case, we may decide to ship to you the item(s) that arrive first right away, then follow up with a second shipment (shipping for the second item(s) is on us, of course) with a separate tracking number when the remaining item(s) become available. Also, we have several warehouses, so your merchandise may come in several shipments.
We apologize for any disappointment in regards to our return policy. We try and make this as hassle free for our members. 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 (excluding swimwear, lingerie etc for hygiene purposes) are accepted back to us within 365 days for a store credit to the customer’s account.
With that being said, if you’re truly dissatisfied with any of your recent orders, we are happy to accept them back to BTR for a full refund to your original method of payment. We want our customers happy, even if this means amending our return policy at times.
We have sent an email to the email address we have on file. Please keep an eye out on your email inbox.
Thank you for shopping with BTR.
I have made several purchases and feel confident in buying from this Quebec Canada based company. They do have unique products from all over the world so I suggest checking the country origin. The customer service is good and when they delay or cancel an order due to supplier problems; apologize by telephoning, email and usually offer a $10 coupon with an expiry date. I wouldn't usually spend more the $100 on line unless it is fully refundable and within Canada.
Hi Anna, thank you for taking the time to review BTR here on Sitejabber. We love hearing positive feedback such as yours. We also apologize if we were ever late in shipping your orders, or if we ever encountered situations where we were unable to fulfil an item due to an inventory error with our supplier. With that being said, we thank you for your understanding and for being a valued member of BTR. We look forward to shipping you more of your favorite designer items for less.
Ordered from BTR for the first time and received my shipment very promptly. Only problem is I truly believed the 200$ + purse I bought to be authentic! It didn't smell like real leather and the tag said "Made in Bulgaria" when it's supposed to be made in Italy! What a farce! Ok so I didn't notice in the description that the last thing it said was made in Bulgaria, my bad. But I truly believed all the designer brand stuff was REAL on this site! I am so dissapointed especially since this was to be a gift for someone! They agreed to credit me but won't give me a refund. What the hell will buy now?!
Hello Jen, thank you for taking the time to send us your feedback here on Sitejabber. We apologize for any disappointment with regards to your purse. Here at BTR we take authenticity issues very seriously. We would like to reassure you that all merchandise on site is guaranteed to be 100% authentic as BTR condones the reselling of counterfeit items. BTR also only deals with reputable and trustworthy suppliers.
We also 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.
With that being said, given that this is your first purchase with BTR we do want you to have a great shopping experience with us and therefore we’re happy accept the purse back to BTR for a full refund back to your original method of payment. Please use our enclosed return label that was provided with your parcel and your return shipping will be on us. If you can kindly also email us at social@beyondtherack.com and include your order #, we’ll be happy to reach out to you. Please know that we’re always here to help.
I couldn't be happier with my purchase. I ordered Ugg boots, saved 44% by ordering from Beyond the Rack compared to the Uggs Australia web site. I placed my order on Sept 11 and it arrived Sept 24 - a lot faster than their estimated date. The Item was exactly as described and came with lots of free samples.
Hi Helen, thank you for taking the time to review BTR here on Sitejabber. We're very happy to hear about your great experience. We're also so thrilled to hear that you're happy with your Ugg boots... and the samples :) Enjoy!
We look forward to shipping you more of your favorite designer items for less!
I wish I had read these reviews before I placed an order it's been 2 weeks I still haven't received my partial order. They have issued a refund of one item due to it being unavailable. My thing is why sell something make some one wait and anticipate and then two weeks later say oh we don't have it anymore. Customer service was of no help. Save yourself some time and just go to a reputable website or actual store it may be a few more bucks but well worth it by saving yourself a hassle
Hi Chrishon, thank you for taking the time to review BTR on Sitejabber. We sincerely apologize for any negative experience you have encountered with us. Typically, we ship orders at 2-3 weeks as we do not keep stock in inventory. We don't hide this fact, in fact, we post it everywhere so our customers are well aware of the delay. While we know it can be long at times, we hope our great savings and great brands make up for the extra time.
We’re also very sorry to hear we were unable to fulfill your recent order. We place demand purchase orders with our vendors at which point we know exactly how much inventory to order for our members as a whole. We charge your card when your order is processed as these orders are placed directly with our suppliers. This is one of the ways we are able to offer you such discounted prices. We only authorize our suppliers to send us their merchandise once the event closes.
As a private shopping club, we're ordering select merchandise on your behalf. Working this way helps us secure great prices and selection for our members on an ongoing basis, which is what BTR is all about.
Upon receipt of your order, our suppliers ship the purchase orders to our warehouse for inspection and inventory confirmation of the merchandise. Once completed, we then prepare to ship to our customers. With the nature of our business model, we unfortunately do find out on the rare occasion that certain items are unable to be shipped to us. It is never our intention to cancel an item or an order in full and a refund will only be issued as a last resort.
If you can kindly email us at social@beyondtherack.com with your order #, we’ll be happy to see if there’s anything further we can do to help, whether it be finding you a similar replacement, if possible. We’ll also be happy to provide you with an update on the remainder of your order.
Thank you for shopping with BTR!
I have been ordering from BeyondTheRack a couple of times now. I thought the service was good since I asked about a refund once and it was refunded to me right away. The only downside is that the shipping takes really long and items are shipped randomly. I can't say too much about quality since I haven't ordered really expensive items yet. So far I have been happy with the purchases. If you take the time to do some research to compare their prices, the value is pretty good. As for the item quality, you need to read the material printed as part of the information.
The site isn't exactly attractive since it looks like a warehouse xD I wish they had a search function of some kind or a category list for specific items.
Hi Ying, thank you for taking the time to send us your feedback here on Sitejabber. We're happy to hear about your positive experience. It's true that we do take a bit longer to ship. Typically, we ship our orders at 2-3 weeks. This is one of the ways we’re able to provide our members with our great discounts. While we know that it may be long at times, we sincerely hope that our great brands and savings make up for the extra time.
Also, just a heads up a search function is something that BTR is looking to launch very soon. Be sure to keep an eye out for this new enhancement in the near future!
Thank you for being a valued member of BTR!
I can't say enough about how unethical this business operates. My only advice is stay away, I shop online a lot and I never have had this kind of experience. Do yourself a favor shop elsewhere!
Hi Lynette, thank you for taking the time to send us your feedback here on Sitejabber. We're very sorry for any negative experience you have encountered with us and for feeling this way. If you can kindly email us at social@beyondtherack.com so that we can find out what happened and hopefully make this right for you. Please know that we're always here to help. Thank you
I found the quality very poor cheap imports from China not designers brands like they claimed very dissapointed.
Hi Thuy, thank you for taking the time to send us your feedback here on Sitejabber. We're so sorry to hear about the disappointment in the quality of merchandise you received. Our buyers work hard to hand pick great quality merchandise for our members. If you can kindly email us at social@beyondtherack.com so that we can in hopes discuss this with you further. Product quality feedback is very important to us. Thank you for shopping with BTR!
WORST EXPERIENCE EVER!
This was my first time ordering a watch from this website, and I am so disappointed with their service. I placed my order on July 22nd. It was finally here after 15 business days, and because my address was missing a unit number it was sent back ( I know my fault). However they mentioned that it will be re-shipped within 5-10 business. I called their customer service and she was extremely rude. She asked me if I knew what maximum means when I asked her if it will be re-shipped after 10 days for sure. Then she told me it was fault that I gave them the wrong address and it was sent back. She also said she can refund me my money if I want. I felt that she did not appreciate me as a customer and just wanted to get rid of me. I finally received a notification email and now they are re-shipping it on sept 13th ( which means it will be re-shipped in 30 days instead of 10 days). I am so tired of this and so frustrated with the process. I just want to receive the watch and I hope its in a good condition. I will never order from this site again and once I receive it I am done with them. Worst experience and worst customer service. I hope someone reads this and can improve their service. I still don't understand why does it take 30 days to re-ship it? Why is it taking even longer to re-ship? I will never order again, I just want to recieve this order so I can be done.
Hi Farida, thank you for taking the time to review BTR on Sitejabber. We apologize for the ordeal you had with your order and for the negative experience you encountered with customer service. Please know that this is not the type of service we strive to provide to our members.
Usually, when orders are returned to sender due to an incomplete address, as these are returned with low priority it may take a while before we receive the parcel back in our warehouse. However, once received, this process usually takes about 1-2 weeks for reshipment. If you can kindly email us at social@beyontherack.com with your order #, we'll be happy to take see what we can do to speed up the reshipment process for you! Please know that we're always here to help! Thank you for being a valued member of BTR!
So happy I went looking for reviews! I was going to buy a few boots from them for the fall season. From the sounds of it, they will be knock off and I wont get them till winter or spring :/ I have been looking at this site for a few years now and i'm so happy I didn't order! This many bad reviews on SO many review sites can't lie! I'll be sticking to better websites!
Hi Diane, thank you for taking the time to send us your feedback Sitejabber. We sincerely apologize if some negative reviews have made you skeptical in purchasing with BTR. Please know that we're always here to help should you have any questions about us, our products or your account. Should you decide to make a purchase with us, we sincerely hope that you find our site fun and hassle free. Should you have any further questions or concerns, please do not hesitate to contact us toll free at 1-877-733-4660 or by sending us an email to service@beyondtherack.com. We hope you give us a chance to prove to you that shopping with us can be a great experience. Thank you
Order made 25 days ago and now I'm informed the item I ordered is no longer available but the money will take 5 business days to be credited. They take your money before you buy something and then take 25 days to "give you a 5 day refund". FIRST AND LAST ORDER FOR ME!
Hi Cynthia, thank you for taking the time to review BTR on Sitejabber. We sincerely apologize for any negative experience and for any confusion. We’re sorry to hear we were unable to fulfill your recent order. We charge your card when you order is processed as these orders are placed directly with our suppliers. This is one of the ways we are able to offer you such discounted prices. We only authorize our suppliers to send us their merchandise once the event closes, at which point we know exactly what to order for our membership as a whole.
As a private shopping club, we're ordering select merchandise on your behalf. Working this way helps us secure great prices and selection for our members on an ongoing basis, which is what BTR is all about.
Upon receipt of your order, our suppliers ship the purchase orders to our warehouse for inspection and inventory confirmation of the merchandise. Once completed, we prepare to ship to our customers. With the nature of our business model, we do find out on the rare occasion that certain items are unable to be shipped to us although originally promised to us by our vendors. It is never our intention to cancel an item or an order in full and a refund will be issued as a last resort.
Please know that this is a rare occurrence and since we ship most items within 2-3 weeks, errors such as yours are only discovered until we receive the merchandise and prepare to ship your order. Once the refund is processed, the refund may take up to 5 business days to appear on your statements, however, the refund has still been posted back to your credit card.
If you can kindly email us at social@beyondtherack.com with your order #, we’d love to see what can do to help and turn this around for you. Please know that we’re always here to help.
Thank you for being a valued member of BTR!
I wish there was a zero star; ordered several times and have returned everything because the sizing was absurd and the products shoddy. As many have noted, they only issue a company credit and the shipping cost on the returns is very high. Planning to just ignore the 'credit' and chalk it up to the cost of experience!
Hi Amy, thank you for taking the time to review BTR on Sitejabber. We're so sorry to hear about your disappointment with your purchases. We never want our members to feel this way or have this type of shopping experience. Our buying team works very hard to ensure quality products for our members.
We’re also very sorry if the sizing was not suitable. Although most of our merchandise does run true to size, it is not uncommon for certain brands to run big or small depending on the manufacturer.
It is true that we do credit the BTR account for returns (as always there is the exception for damaged or incorrect items shipped).
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. We also do deduct the cost of the return label (9.95$) if our return label is used.
If you can kindly email us at social@beyondtherack.com and be sure to include your order #’s, we will be happy to find a resolution for you. Please know that we’re always here to help.
Thank you for being a valued member of BTR!
Do NOT ever buy from these people. The quality and sizing of the merchandise is absolutely horrid and their return policy may be easy, but it is certainly not good. You have to pay for the shipping both ways and will only be given a "store credit"
I received shoes that were sizing incorrectly, materials that were from the toy aisle at the dollar store, strapping that was angled incorrectly and did not conform to any foot I've ever seen. They were unwearable, unsafe, and uncomfortable.
BE WARNED. The quality of the goods and the policies of the site are not in your favour.
Hi Jenn,
Thank you for taking the time to review BTR on Sitejabber. We’re so sorry to hear about your disappointment with your shoes and if the quality was less than expected. Our buying team works very hard to ensure quality products for our members and therefore sincerely apologize if your shoes were sub-par.
We’re also sorry if you may not have been aware of our returns policy. As per our return policy located in our FAQs and mentioned on each item description on the website, items which are eligible for return are accepted within 365 days of receipt and refunded in BTR credit only, minus shipping charges. (If our label is used)
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.
If you can kindly email us at social@beyondtherack.com and include your order #, we will be happy to find a resolution for you. Please know that we’re always here to help. Thank you
I honestly have nothing but positive things to say about BTR so far! I too was skeptical especially reading all the bad reviews but so far I've ordered a ton of stuff from there and all the items were exactly what I ordered plus packaged very carefully. I ordered a pair of shoes last time and for some reason they were not able to get the item from the vendor so they sent me an email saying they've already refunded my credit card and not too long afterwards I got a call from a rep apologizing for the inconvenience and they're going to also give me a $10 credit for my next purchase. Truly great customer service if you ask me! I agree with the reviewer below, you have to read the policies carefully before you order. Shipping does take a while but they clearly outline that when you order so I never fret about it. I look forward to ordering many more things from here. Heck. My Christmas shopping is already a quarter done haha. Cheers!
Hi Jen, Thank you for taking the time to review BTR on Sitajbber. We're very happy to hear about your positive experience; we always love hearing this! Thank you for being a valued member of BTR!
Recently purchaged a set of "transworld" luggage from BTR. Unlike most, my order was shipped in a reasonable timeframe... LOCKED! Much to my surprise, my order did not contain a manual re: how to use this lock and the lock was not set to the 0-0-0- code like most. After much discussion with Transworld (who happened to be very helpful) and sharing of pictures, luggage tags etc., it was confirmed that this luggage set is not a Transworld product and guess what, no way to open it and no warranty. Authentic... I doubt it. Now what? Luggage I can't open, customer service who tell me the item is authentic and they are getting a manual from their "supplier - who is not Transworld" and no warranty. I can't even get to the bottom of who exactly made this luggage set. My advice... if it's too good to be true, it is! The luggage is nice to look at but I'm not sure how it will ever be used.
Hi Kerry, Thank you for taking the time to review BTR on Sitejabber. We're very sorry to hear your luggage arrived locked with no instructions manual. We can reassure you that all merchandise is 100% authentic, as we only deal with reputable vendors. We have never experienced any negative issues in regards to our luggage sets.
Please kindly email us at social@beyondtherack.com with your order #, we’ll be happy to take a look into this for you further and get to the bottom of this. Please know that we're always here to help.
Thank you
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
Hi Sara! 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! Happy Holidays!