ComplaintsforBrandy Melville
Online Retailer
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/19/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I am a high school freshmen. I put in a very large order for back to school cloths on brandy Melville.,Over $300, on August 14h. The website said it would be shipped in 3-5 business days and delivered total shipping was 5-10 days. This worked out for me as I knew I would be away that weekend, August *****, but would be home after that. So I placed the order. Unfortunately, the order was delivered on the 17th but was stolen as I was away. I told the company that the information was inaccurate (and it is still on their website) and I would never ordered if they had accurate information but they said, basically, too bad.Initial Complaint
09/10/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I made a purchase in store on Sunday sept 8th about 517pm. My transaction was approved and pulled out my account. The manager ***** refused to give me my items even after seeing my bank account and speaking to bank representatives. She insisted it did not go through on her end and I was ultimately forced to pay a second time in order for my daughter to receive the items. I filed a complaint with bank as well. I will attach all necessary information. This is bad business and management on their part. Ive contacted corporate by email no response as well.Initial Complaint
09/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
For over the past 2 years now, ive been constantly trying to place an order on the online brandy melville website. However, every time i try to place an order it immediately gets cancelled due to unforeseen circumstances. *** tried creating different accounts and used different methods of payments and nothing works. no matter what i order or how many times i try, the order get cancelled. after i place my order, it immediately gets charged on my bank account and i am refunded soon after my order gets cancelled. every time i contact brandy melville customer service, i am either directed to another department (which is unable to provide me with a response, solution, or proper help) or i am hung up on. brandy melville's customer service is extremely unprofessional and unhelpful. it is clear from their attitude and lack of assistance that they do not care about actually helping the customer and solving the real issue. the customer service chat employees make no effort to communicate with other departments to resolve the root of my problem. I know i am not the only customer consistently experiencing this issue, so it concerns me even more that the company isnt making any effort to solve a problem that is in such high demand. i simply want to place an online order without it getting cancelled, but whether i email or live chat with customer service, they are unwilling to help me.Initial Complaint
07/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Over the past two days I have been constantly been placing orders with the bussiness however over 5 of my orders have been canceled while my friend has been able to order without this happening. Being concerned I called, emailed and used the live chat in hopes of solving the issue but the company was not helpful at all and offered no response to emailing which they stated I should do. While order cancelations may seem normal, these were all in the same day and none of the items were out of stock and my friends were able to place orders as well. It is almost as if I had been put on some black list that has banned me from the company and I just need more information moving forward as this is extremely distressing and unfair to be barred from purchasing clothes.Initial Complaint
05/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased Items frequently from the ****** Melville App. I have returned items purchased from the App. I didnt realized that the items I purchased were considered undergarments because my daughter uses them as regular garments not as undergarments. I mailed back items for refund within less that a week from receiving the item. Emailed them about my return and once they received the items they refunded 1 item and said they discarded the other items because they are considered undergarments and they do not refund for those. Hey I understand you have some rules, but I feel that since not a store credit or a refund was an option that at least they would have the decency to return the items back.I dont think any of this options are unrealistic. It was an honest mistake because we dont use this items as undergarments we never considered them as such. I am a loyal customer and feel there should be some sort of resolution since this amounts to a decent quantify of money. Maybe a 1 time consideration of sorts for the misunderstanding. I dont believe they would throw away garments that are brand new, with tags attached and never used to the trash. I am sorry for the mistake but I never thought there wouldnt be a reasonable decent resolution.Initial Complaint
05/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order USA-******* placed in early March, 2 months ago. Order shipped 3/15 and my debit card was charged $76.15 on that date. ***** reaching out to the Company via chat in early April. Twice they told me to give it more time and check back the next week. Reached out via email on 4/10 and ******* mentioned she was opening a ***** lost package claim. Again asked me to wait longer before making me whole. 2 more emails and 2 more calls to the company and they are still saying that I need to wait until ***** completes its lost package investigation. I no longer want the items and have asked on multiple occasions now for a refund. This company took my money almost 2 months ago and has not fulfilled the order. I am requesting a quick resolution to this matter.Initial Complaint
05/07/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Product have serious color bleed. Daughter has health issues, washed clothes prior to wearing separating products in color but still color is bleeding.Initial Complaint
04/23/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
To Whom it May ********** daughter ordered a package, order #******* that was shipped via ***** #********************, on March 12, 2024 from Brandy Melville with money she saved from babysitting in the amount of $119.66.On March 22, 2024, ***** "delivery details" states, "Shipment information sent to U.S. ************** and no further tracking number was received. On April 7th, 2024 I called customer service at **********************, requested a refund, and was denied and told to wait. On this same date I called ***** and an employee explained the package was lost, although the status of the package was not updated.The delivery status via ***** then showed it would be delivered April 16, 2024. It was not delivered on April 16th and now the delivery status states "on the way", but ***** can not provide a location as they reported it was sent to ***** ***** has informed me that they will not update the status as the package is with **** (I have no tracking info for ****) and to contact the shipper for a refund. I have requested a refund on four (4) occasions from Brandy Melville and they refuse.Round and round. How *** I locate this package? At what point *** we receive a refund? Do we need to wait another month? Six? We will never order from this company again.Initial Complaint
03/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed an online order USA-*******. Email indicated it was out for delivery on 2/16. I have made multiple calls and emails and still have no refund or delivery.Initial Complaint
03/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I made a purchase from brandy melville on 2/24/24 for $126.50on 2/29/24 I received an email that my order was delivered. I immediately contacted Brandy Melville to let them know I did not receive my order. I was instructed to give it 24 hours and see if it showed up because sometimes ***** makes a mistake. On 3/1/24 I was instructed 24 hrs later to send another email stating that I still had not received my order. And they would have ***** look into it. 3/2/24 I received an email stating that ***** said they delivered the package. And they were no longer responsible for lost or stolen packages. That I could take it up with *****. This is completely unacceptable. I never received the package and have been charged for it. Also I can not find anywhere on their website to leave a review to warn others. I did ask if a picture was taken of the package delivered to my home and have not received an answer as of yet
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Contact Information
Customer Complaints Summary
45 total complaints in the last 3 years.
23 complaints closed in the last 12 months.