ComplaintsforBrandy Melville
Online Retailer
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Complaint Details
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Initial Complaint
12/21/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order placed on 12/11. Shipment has stalled for over **************************************************************************** to wrap and bring with me as a gift for a Christmas gathering. Very disappointed. Will never order from this company again. And will deter others from it. You are a large business. You should keep your word.Initial Complaint
12/21/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Twice this month I placed an order with this company just to have it cancelled with no explanation several hours later. I called repeatedly and whenever someone did answer the phone they would hang up immediately. Otherwise I would get a voicemail after sitting on hold for a long period of time and it would terminate the call. I sent emails that went unanswered. I see after ******** now that I am not alone. The company should be held accountable for this shady business practice.Initial Complaint
12/21/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
My package that is worth ****** dollars was delivered on November 20th and upon receiving the package, i opened it to see that i only received two out of the 7 items i ordered. That meant more than 100 dollars worth of merchandise that was not packaged and delivered to me. When reaching out to brandy melville, they initially responded but stopped responding after a few emails. *** tried to contact them a few times after and never got a resolution or any help.Initial Complaint
11/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed an order back in early October, Order # ***- *******. This order was delivered to the wrong address on OCT 17. First thing I did was contact ***** to see if they could locate the package and they said to reach to Brandy Melville as they have to replace it and ***** would credit them the loss. I call Brandy and the *** provides no solution basically tells me too bad ohh well. Has me send her a picture of my door and has the nerve to say my home address is not a real one?!? She said she would put in a request and I had yet to hear from them. I decide to call back a few nights ago and we were approaching a month and I get another *** who says to me and I quote I don't like your tone and I don't have to deal with this and hangs up on me!!!! Mind you I was not rude or nasty at all! Frustrated ofc who wouldnt be. I tried calling back and I could not get through at all. If calls are recorded listen to all my conversations under cell number *****************. This company has wasted my time and I have to package or a refund. I demand answers at this point. I want a refund or the package to be shipped out again. I do not understand how you have employees who talk to customers like that.Initial Complaint
11/07/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
My daughter recently ordered two of the **** sweatpants in two different purchases, off the Brandy Melville website under the listing that the "one size"-size she would be shipped was "28"inch waist, and instead received size "32" inch waist (both times). Last year, she ordered sweatpants under the same listing, and received the expected "one size" size of "28" inch waist.For some reason the description on the website which does day "S" and "****" (63 cm) inseam, 28" (72 cm) waist.." is incorrect.I returned both pairs to the store as I had already paid for 2 shipping costs. I now have a store credit, but we wish to be refunded along with the shipping costs as we received the incorrect sizes due to incorrect advertising.I have sent several emails and spoke with customer service on several occasions to no avail. This website is marketed to teenagers and I'm concerned about it's incorrect advertising and lack of honesty in return of funds when it is their fault.Initial Complaint
10/09/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Im a very upset customer right now and here are the reasons why:I plac** an order 10/4/23 for a total of $721.97. On 10/5/23 i receiv** an email stating that the order was on its way. Today I look** up the tracking on ***** site and the information regarding my packages states that the order was cancell**. I us** the chat portal, but was told to email company. I call ** right now and was told they didnt have any information about why it was cancell**, was I refund** my money, nor why I didnt receive an email letting me know my order was cancell**.Why have a customer service rep if zero information can be given. This is terrible customer service for all the reasons I stat**. Id like to know why my order was cancell**, why I didnt receive an email about this and lastly proof that I was refund** my entire amount.After sending this email, ******* respond** by saying that the order was cancell** without an explanation and that my order was void** and money return** imm**iately. False. The order was not cancell** and a refund is not on its way. It was NEVER void**. This company is running a scam on people.My order number is #***-3107872Initial Complaint
10/05/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
My daughter received Brandy Melville gift cards for her birthday in late 2022. The cards wouldn't work when we made online orders so I had to call and speak with a representative each time we wanted to place an order which was frustrating. I wanted the glitch fixed and it wasn't. I wanted the manager (*******) to call me back and she didn't. Finally I wrote an email making clear how disgruntled I was by their lack of customer service and threatening to involve the BBB. Still, I did not receive any help. We drove all the way to ******* to visit the Brandy Melville store so that the gift cards could be utilized. An immense amount of time was wasted because this unprofessional company wouldn't get their act together. Now we are using credit cards to make our purchases online which should be glitch-free, right? Well, it's not. EVERY time we place an online order, we receive a confirmation email....but then within a few hours we receive an email saying that the order has been cancelled!! This has happened over half a dozen times! I started to suspect that we were being penalized for my snarky (but accurate) email and that the company was intentionally cancelling any orders we placed. That might sound ridiculous, but whenever I call their customer service number following a cancelled order, no one helps me; the rep always says that it is an issue for the shipping department and that they would call me back...and no one ever calls. So I decided to see if my order would go through if I disguised who was placing the order. I placed an order using a friend's credit card and a friend's address and guess what?! Our order arrived! The resolution I seek: **An explanation of why orders were cancelled **I want this company to fix whatever is preventing orders from being placed by people at my address/phone number/etc. **I want the manager to call me and explain what has been done to ensure that orders can be easily placed AND fulfilled for us in the future.Initial Complaint
10/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Made an order September 13 and order was shortly cancelled afterwards due to "unforeseen circumstances." I tried reordering my items and, yet again, my order was cancelled. From here, I contacted the online chat service on their website who told me they couldn't see why and to email ********************************** I replied to the email cancelling my order and then also called customer service. **************** told me my email to them was forwarded to their shipping company who would see why it was cancelled. It is now September 25, and I have yet to hear anything. I have sent 4 follow up emails, all which have not been responded to. I have yet to check about refunds from the multiple times I tried to reorder. To this day, I still cannot order anything on the website without it being cancelled an hour later.Initial Complaint
06/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I am reaching out in regards to an order made on 12/4/2022 with Brandy Melville for $142.82. Unfortunately, this order was never received even though ***** included a picture, I never received the package and I was home all day. ***** will typically ring the doorbell or even knock. I reach out to Brandy Melville and they say they will conduct an investigation. Since there was a picture, they claim it was received. This is impossible because I was home all day so I wouldve been notified of ***** dropping off a package. I reach out again explaining myself and they just stop communication, did not offer any resolution and continue to demonstrate that they are a company who truly does not care nor shows effort to help a customer with a problem. It is beyond unprofessional that it led to having to reach out to my cardholder and BBB for help in this matter because they refuse to respond to emails and calls.Initial Complaint
02/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased items at Brandy Melville for my daughter and I chose the wrong size and color. In general they do not have sizes so this was a surprise. We live hours from a retail store, but we were visiting a sick relative and I went into a store for these purchases. Brandy Melville has a return policy that is shocking. I was told I had 14 days to exchange items from purchase date--no refunds. By the time I was back from help family just out of the hospital the window was closing. Driving to a store from our home would be 6 hours round trip so I called customer service to ask if we could ship the items in for exchange. I was told unequivocally no. When I protested that I was in a pinch living in the country the women hung up on me. She refused to let me speak to a manager. She offered no other solution. To term this "customer service" is a absurd.
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Contact Information
Customer Complaints Summary
47 total complaints in the last 3 years.
23 complaints closed in the last 12 months.