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 have order a few times from BTR they do not respond very fast to complaints. They are polite on the phone. I ordered something it came not working they took it back gave a credit and paid the postage but they were not very responsive. I bought something else it came as 2.2 pounds and was about 460 g. I ordered something else the bag was broken open and it was all over the box. Dealing with other companies seems easier. They answer their phone quicker, the respond to emails. IT seems they do not really care about how their customers feel about their service,
Awful experience! Deceptive portrayal of products and the worst customer service. I have wasted way too much time trying to get my $300 refund - they simply don't return my calls or emails. I've filed a complaint with the Better Business Bureau. Do yourself a favor and shop elsewhere - this place is sleazy.
Hi Nancy,
Thank you for taking the time to review BTR on Sitejabber. We sincerely apologize for any disappointment you experienced with your order. Rest assured we never want any of our members to feel this way or have this type of shopping experience. We cannot apologize enough if you might not have been aware that the item you ordered was non-returnable as this information was advertised at the time of sale. Certain merchandise much like our home products are non-returnable as per our vendors. That being said, we are more than happy to issue you a refund this time around.
At BTR we not only pride ourselves on providing brand names at the lowest prices, but we also take a great deal of pride in our Customer Service. Looking in to your account, your issue is in the process of being resolved with our customer service manager, and we sincerely hope that we have restored your faith in our company.
We hope you give us another chance to prove to you that shopping with BTR can be a great experience.
Thank you for being a valued member of BTR.
Well, I'm glad I read the review from others, now I have no intentions of buying from them because there's a lot of bad reviews, I unsubscribe their ads too.
First time with this company and ordered 3 separate items on 3 separate days. Shipping was as expected (about a month) but BTR is upfront about this. Would like to note that I also ordered something else, but decided that I didn't want it and cancelled the shipment and got a refund as soon as I requested. Of course, I followed all the procedures and ensured that the product had not been shipped yet and that the event was not over. From the 3 items I received, I have to say I am SO PLEASED with BTR! Ordered 2 dresses and 1 pair of shoes. All items were as expected. I even got several free samples with my order - to my surprise. For those reading reviews, please note that many of the negative reviews are completely the fault of the customer. Read the event properly. Sometimes it says "Ralph Lauren shirts and more" this means that there are more brands. Customers need to read properly. Vintage luxery/designer items are all used... and clearly outline all the wear and tear on the time. Again, BTR is fantastic. But the customer needs to take time out to read all descriptions and familiarize oneself with all policies. Will definitely order from BTR again :)
Hi Oriana, thank you for taking the time to share this great review of BTR on Sitejabber. We're thrilled to hear about your great experience and we look forward to shipping you more of your favorite designer items for less! Thank you for being a valued member of BTR!
I ordered a carpet that was defective. I returned the carpet, but they have not returned my money (1 year and over $200). Many emails with their customer service department has not helped.
Hi Janet, thank you for taking the time to review BTR on Sitejabber. We're very sorry to hear that you received a defective carpet a year ago. Our rugs are shipped directly from our Vendor. If you can kindly email us at social@beyondtherack.com with your order #, we'll be happy to take a deeper look into your case.
Thank you
Received a $15 credit through my RBC Shopper's Optimum MasterCard and visited the Beyond The Rack website, but won't be using this credit. I was interested in women's clothing and noticed many of the sweaters were acrylic and overall, looked cheap. Also, I'm not impressed with the reviews!
Hi Alexandra, thank you for taking the time to review BTR on 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 any of your orders. Should you decide to make a purchase with us, we sincerely hope that you find our site fun and hassle free.
Also, we apologize if you feel that some merchandise on site seemed to be less than expected. Our buyers have been working hard to ensure great quality products for our members and to make BTR a great shopping site for our customers.
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
I have never had a problem with this website I ordered threes time & all my orders came within a reasonable time frame. I'm just wondering if this website it allowed to "mark up" a discount? Seriously I was looking at a pair of shoes that were on "sale" for $19.99 and were said to be regular $80.00. I thought this was too good to be true so I looked up the brand of shoes traced it back to the original website and they were only $24.99 regular on the website? Yes I understand its a marketing scheme, but at least make it reasonable. Do your research before you make a "steal" of a purchase!
Hi Chelsea, thank you for taking the time to review BTR on Sitejabber.
All of our suggested retail prices are provided by our suppliers. 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. Going forward, we are always here to answer any questions on products and pricing and will be happy to contact our suppliers if you feel that some information is not correct. We do hope you continue to check us out for all your discount needs.
Thank you for shopping with BTR!
Paying for shipping that takes a month or longer! Get real!
If I could give you zero stars, I would. I ordered a pack of 160 Starbucks breakfast blend K cups on 4/14/14. Two and a half months later I received 96 Timothy's brand K cups. Who is Timothy's? They send me a $10 credit through email as though $10 on a horrible site is going to make up for missing cups, the wrong item, and waiting two and half months, I emailed and got no response. I called them... They tell me to send photos of what I received. They decide to email me back saying they need me to send the item back to them. This is blasphemy. If anyone else took your money for three months they would owe interest. In this case, I basically gave them a loan and they aren't making up for it with ANYTHING. I don't even get complimentary store credit - nothing, except $10 that was offered before I even opened the box. They know they messed up big time. Don't make a mistake of ordering from them. Customer service is the worst thing I've ever experience.
Hi Molyna, thank you for taking the time to review BTR on Sitejabber. We cannot apologize enough that we shipped you the incorrect coffee after waiting over 2 months for your order as we can only imagine how upset you must be. Please note that we’re very sorry for your terrible experience and rest assured here at BTR, we never want our members to have this type of shopping experience. After further looking into this, there was an error with the images that were up at the time of sale as the Starbucks Blend was not available. We realize how disappointed you are as this is your first order with BTR and rest assured that this is not routine for us.
We have sent an email to the email address we have on file in hopes to rectify the situation and make this right for you.
Please be sure to keep an eye out for it. We hope you give us another chance to prove to you that shopping with us can be a great experience.
BTR charged my credit card immediately for my order. After 3 weeks of waiting, my order status on the BTR website showed the product "Shipped". 5 days later, the carrier still didn't have my package to pickup at BTR warehouse. Customer service wants me to give them more days to followup with no reply. After more calling to the customer service, finally, BTR is willing to give me a refund in another 5 to 10 business days. This is my first order with the company. From my contacts with the company, I felt that company might don't have the products listed for sales on the website, however, simply using customer's prepayment to fund their operation.
Hi Cecilia, thank you for taking the time to review BTR on Sitejabber. We apologize for any disappointment or confusion in regards to your 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.
We did experience some issues with our courier Ontrac at that time where tracking #'s were not being updated. While this issue only lasted a few business days we sincerely apologize for any inconvenience this may have caused you. Looking into your account, your parcel was successfully delivered to you on July 3rd and we hope that you're very happy with it.
Should you have any further questions or concerns, please do not hesitate to contact us. Please know that we're always here to help.
Thank you for shopping with BTR!
Had overall positive experiences with BTR. Delivery used to take forever but they've addressed that -- and lowered their S&H charges. Have made many purchases over the last few years and the goods have been of excellent quality. Returns (eg clothes that didn't fit) were no problem; though you get a credit, not a refund, unless the goods arrived damaged/defective. BTR is one of the companies that sold me on the idea of online shopping.
Update (5/15): 1 negative experience in past year: bought bedsheets that started falling apart after a few months. BTR wouldn't refund because product had been opened/used/laundered - which was understandable - but they also refused to give me contact info for the manufacturer or supplier so that I could pursue quality-control issues with them directly (+ ask for replacement). That said, BTR customer service is usually very good about at least providing a partial account credit when they can't or won't give full satisfaction -- which still outs them ahead of most of their competitors.
Update (3/17): BTR now under new mgmt. Service is good. But seems like not as much on offer.
I order some dresses from BTR over a month ago and I still have not gotten them. Tried to track the order on the webside and it will not let me go to that section. Maybe I will get the order before summer is out!
Hi LaShonda, Thank you for taking the time to review BTR. I apologize that you have not received your order and that you have had some trouble tracking your purchases. Please note that our shipping timeframe does take approximately one month, as we do not keep inventory in our warehouse, and require 2-3 weeks to receive the merchandise from our vendors. If ever there is a delay that we are advised of, we will let you know, but you can always contact our customer service center to check up on the status of your order. If you could please send an email with your order number to social@beyondtherack.com, I will be more than happy to help, and look into the status of your order, and any other trouble you may be having with the website.
I will be awaiting your email so that I may check your order for you right away.
Thank you!
I ordered from beyond the rack for the first time, and all my item's were made in China. They market their products as name brands, but they're name brand knock offs. They pay pennies on the dollar for their junk merchandise, then misrepresent it 5o consumers as deep discounted name brand items.
If the deal is too good to be true, you won't be pleasantly surprised. Will never order from them again.
Hi Dawn, thank you for taking the time to review BTR on Sitejabber. We sincerely apologize that you were dissatisfied with your items. Please note that we provide the product origin on each item description page, which advises which country the merchandise is manufactured in. Many brand name products will be made in China, however the parts and materials may be from other countries. Many items sold all over the world are assembled in China, and so the item will state that it is made in China, even if the materials are from other countries.
With our new and improved return policy, eligible items are now accepted back to BTR within 365 days if ever you’re ever unhappy with an item.
We have sent an email to the email address that we have on file, please be sure to look out for it. Thank you for shopping with BTR.
I've placed 3 orders with this company but after reading these reviews become very upset. This company was introduced to me visa AMEX with $25 credit. If i
Have problems with the items, I'll complain to AMEX as well, they have a good customer service.
Hi Shoreh,
Thank you for taking the time to review BTR on Sitejabber and welcome to the BTR family! We hope that you’re very happy with your purchases once you receive them and that you find our site fun and hassle free. If you have any questions about us, any of our products, or concerns about your orders, please do not hesitate to contact us.
Thank you for shopping with BTR!
My order was placed in early April -- received confirmation for delivery - all seemed normal...
HOWEVER- I never received the items after 5 weeks! Called BTR customer service - rep seemed nice and told me the order was sent to the wring address - I shouldn't worry - he will resend items to me at the right address ASAP - sigh...
Here I am over 2 months later - no delivery, no refund. I spoke to my neighbors who were supposedly the delivered address recipient (I. E., an elderly sweet Dominican man) who had no idea what I was speaking about.
Called customer service at BTR -- every time I tried, the person/representative kept saying he could not hear me due to the phone connection.
WTF?!?!
I will be reporting this site ASAP -- to all and every major credit card -- please be forewarned if you are just a consumer. Don't engage or order from Beyond the Rack!
Stick to only " the rack"which is the Nordstrom sale site.
Hi Kerry,
Thank you for taking the time to review BTR on Sitejabber. We sincerely apologize that your parcel was not successfully delivered to you and if there were any delivery issues.
Rest assured a claim was opened with our courier and your refund is currently in progress.
We have also sent an email confirming this to the email address we have on file.
Again, we apologize for your terrible experience you did encounter, and hope that you give BTR another chance to prove to you that shopping with us can be a great experience.
Thank you for shopping with BTR.
This website sucks.
It takes months to receive the items, costumer service never answer emails, it takes forever to get credits for returns too, and the return fees are absurd ($9.99 per shipment, and it doesn't say it anywhere in the website). Original prices are inflated too, to make the discounts look better, and they always throw in some made in china cheap stuff together with name brands. More, there is barely any information on the products, barely any picture, and sizing is completely random.
They sent me a gift discount code, I applied it to an order, thought it worked, and found out the day after that it wasn't applied. I sent a message to the costumer service. No answer. I called. The directory for costumer service doesn't work so you have to choose the next logic choice ("need more help" instead of "costumer service"). At the phone they told me they don't know why my code didn't work, but they couldn't apply it to my order, and I should use it for another order. Fine.
This website is just bad.
But that's just my opinion.
Hi Elisa,
Thank you for taking the time to review BTR on Sitejabber.
We're so sorry for any negative experience you encountered with BTR and if you had a hard time getting a response from customer service.
It's true that we do take a bit longer to ship out our orders. Typically, we ship out our orders at 2-3 weeks. This is one of the ways we're able to provide such deep discounts for our members. As a private shopping club, we're ordering select merchandise on our member’s behalf. While we know it can be long at times we hope that our great brands and savings make up for the extra time.
We're also sorry if you were not aware that we do deduct 9.95$ for the cost of our return label if our label is used as this is mentioned in our FAQs. Our returns time frame usually takes 1-2 business weeks for a return to be processed. If you would like us to look into a specific return, please let us know and we'll be happy to do so and we'll be happy to waive your return shipping this time around.
All our suggested prices are provided to us by our suppliers. 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.
Our buyers also work very hard to ensure great quality merchandise for our members and apologize if some merchandise you received was less than expected.
It is true that sometimes we do not have that much information about a product online and this is something that we're trying to improve on, and all information that is on site is the information that is provided to us by our vendors. If there is ever any information you might need that's not on site, please do not hesitate to contact customer service and we will be more than happy to inquire with our vendor on your behalf.
Also note that our size chart is a universal size chart, as it is not brand specific, therefore it is possible that some brands might run slightly differently depending on the material used and where the item was made.
I'm very sorry to hear that the $10 giftcard code you received didn't work when trying to apply it at checkout and would like to have this issue resolved for you. We have sent an email to the email address we have on file. Please be sure to look out for it. Thank you for shopping with BTR!
I've been a faithful customer for the past few years and haven't had problems until today. I had a $30 credit on my account, but when I tried to confirm my payment, it returned with an error BUT MY $30 CREDIT WAS GONE.
I contacted their live support chat system and the representative reinstated the $30 immediately. However, when I tried to purchase again, THE $30 DISAPPEARED AGAIN and my order came back with an error.
I contacted customer support once again, and this time 1) It took 20 minutes to get connected, 2) the guy "Tyler" was incredibly slow, inefficient, NOT COMMUNICATIVE, rude, and to top it all off, had bad grammar. He said that he needed to send my issue to "another department for investigation." I let the chat sit for a few minutes so that he would actually explain what that would mean for my problem, but he did not, so I prompted him by asking when my $30 credit would return. He said "when the investigation is over." Then, I had to ask him again, how long that would take. He said, 24-48 hours. When I explained that I would like the credit sooner so I can buy the products I wanted (since it is a flash sale site after all), he did not respond.
I typed in a few more concerns, and HE DID NOT RESPOND TO ANY OF THEM until I said "Ok, well this is getting ridiculous/ I've been chatting with you for 40 minutes, so I am going to leave." - to which he said, the generic "ok have a nice day, thank you for contacting BTR support" and then promptly logged off.
I was completely, utterly turned off by this interaction. It's a shame because I used to be on this site all the time - now to switch my loyalties to another flash deals site.
Hi Elisa, thank you for taking the time to review BTR on Sitejabber.
We apologize for the negative experience you've had with Beyond the Rack. At BTR we not only pride ourselves on providing brand names at the lowest prices, but we also take a great deal of pride in our Customer Service. We’re sorry to say that we did experience issues such as this as there was a glitch in our system. If you can kindly email us at social@beyondtherack.com, we will be more than happy to help you.
Please know that we’re always here to help. Thank you
I PLACE AN ORDER ON MAY 3rd AND MAY 24th AND HAVE NOT RECEIVED IT AS OF JUNE THE 13TH 2014. I DONT THINK I WILL BE ORDER AGAIN. I WOULD HATE TO SEE WHAT THEIR NEXT DAY DELIVER LOOKS LIKE... VERY DISAPPOINTED
Hi Denise,
Thank you for taking the time to review BTR on SiteJabber. We apologize for any disappointment. We’re also sorry if you may not have been aware of our shipping policy. Typically, we ship out our orders at 2-3 weeks, plus an additional week for delivery to be made depending on where you’re located. Therefore, orders can take up to 1 month to be delivered. At times we do run into delays that are uncontrollable but we will always send an email update to let you know that status of your order. Although it can be long at times, we hope that our great brands and savings make up for the extra time.
Rest assured that your order for your shoes placed on May 24th has been shipped out with USPS and they are currently in transit. You should be receiving them very shortly.
As for your order placed on May 3rd, it was unfortunately recently brought to our attention that we were unable to fulfill a few of your items and have issued you a refund. Unfortunately, since we ship out our orders at 2-3 weeks, inventory errors such as yours are only discovered until the supplier sends us the merchandise and we prepare to ship out you order. Rest assured that we have sent an email to the email address we have on file to further discuss this with you, please be sure to keep an eye out for it.
We hope that our replacement offer will be a suitable replacement. We look forward to hearing from you. Thank you for being a valued member of BTR
I've ordered from BTR MANY times now... My 1st order was GREAT I got 2 pairs of Hunter boots for 100 bucks each + tax & shipping which I thought was a great deal. It took a while for them to arrive but I didn't mind waiting. They were great just like promised. Then another time I ordered some ugg type boots in a beige color... and when they finally came they were white. Totally not the color advertised in the picture or description. Another time a plastic garbage can I ordered came chipped and broken in the top corner, rendering it unusable and I had to throw it away. I've had at least 5 order items "refunded" (aka store credit) because they were "unable to ship them" meaning they probably didn't even have them anymore. This is quite annoying to me as I would never even bother placing an order if I knew there was a possibility of me not recieving it, and then getting just "credit" back on top of that... Extremely bad customer service. Unless you are getting a SUPER great deal like the one I got on the Hunter boots, I would NOT bother ordering anything from this site. Especially things made of glass or furniture as I can almost guarantee that you will get damaged goods. In the future, I will do very little ordering from BTR. So fed up with them and their extremely ridiculous wait times. It takes at least a month for any of my orders to come in. By then I don't even care anymore. Not worth it
Hi Oldrina,
Thank you for taking the time to review BTR on Sitejabber. We cannot apologize enough if your Ugg boots you received were not the right color and that your garbage can arrived damaged upon arrival. Rest assured these are not the types of shopping experiences we want our members here at BTR to have and sincerely apologize that these experiences were less than expected.
We’re also very sorry to hear we were unable to fulfill a few items from your orders. Please know that all merchandise on site is promised to us by our vendors. 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 our member's 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.
Unfortunately, with the nature of our business we do find out on the rare occasion that certain items cannot be shipped as they are unavailable with our supplier. Please know that this is usually a very rare occurrence and since we ship most orders within 2-3 weeks, errors such as yours are not discovered until the supplier sends us the merchandise and we prepare to ship your order.
Rest assured that if we do need to issue you a refund for an error such as this, we will always issue you a refund to your original method of payment. Therefore, if you made the purchase via creditcard, you will be reimbursed back to your creditcard, not a BTR credit.
Also, it is true that we do a take a bit longer to ship, typically we ship out our orders at 2-3 weeks. This is one of the ways that we’re able to receive such deep discounts for our members. While we know it can be long at times, we do hope that our great brands and savings make up for this extra time.
If you can kindly email us at social@beyondtherack.com, we will be happy to take a look into your account and reach out to you.
Thank you for being a valued member of BTR
I spent $350 on this site on a bunch of clothing ideas with the most expensive one being $30. Then I thought to myself, I should have checked the reviews on this site before buying. I then came to this site and read all the bad reviews. I became a little worried but knew I couldn't do anything so I would wait and hope for the best.
I was pleasantly surprised. My orders shipped within the stated 3 weeks and I was very impressed with the quality of all the clothing. I did not like two of the skirts I got and I am thinking of sending them back. (Although, I am not sure it is worth the hassle.) The quality was excellent and besides the two skirts, everything was identical to the pictures.
I am writing this review as there is so many bad reviews and I actually had a good experience.
I have now ordered about $250 more of clothing, bedding, and house hold stuff. My first idem arrived within two weeks. I am still waiting for the rest but I hold good hope that I will be happy. If I am unhappy with what I get and get bad c/s, I will certainly update my post.
In terms of the shipping time, this site clearly states in many spots that items with take 2-3 weeks to ship, plus delivery time to your house.
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 Bill, thank you for taking the time to review BTR on Sitejabber. We apologize for the negative experience you've had with Beyond the Rack. At BTR we not only pride ourselves on providing brand names at the lowest prices, but we also take a great deal of pride in our Customer Service.
We sincerely apologize if you received a few defective products, and if customer service was unresponsive. Please know that this is not the type of service we strive to provide to our members. Here at BTR, we try our best to reply to all customer emails within 24-48 business hours, and apologize if the service you received was not up to par.
If you’re still waiting on a resolution or if we can help you in any way, please email us directly at social@beyondtherack.com. Please know that we are always here to help.
Thank you for being a valued member of BTR!