ComplaintsforBrandy Melville
Online Retailer
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Complaint Details
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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.Initial Complaint
01/05/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a package in September and returned. I was given a refund in the form of a gift card. I made a new purchase using the gift card, but my package never arrived. I reached out to customer service and they told me fraud was reported on the purchase, which makes no sense, since there is record showing that i used their giftcard for the purchase. After asking if I'd get a refund, or my order shift, no one responded. Their customer service representatives would join the chat and leave after I sent them my order number. I emailed their customer service email and have not received a response.Initial Complaint
12/27/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Hello.I've been placing orders with Brandy Melville and they have been constantly cancelled since september. I've tried calling customer support and they continuously tell me to reach out to the email support. I've done that. I have never received any sort of response or clarification on why the many orders i've attempted to place have been cancelled. I've been calling multiple times today and I've been hung up on around 5 times. they will now not answer a call from my number (i've called MANY times), it always hangs up. I've noticed that they answer relatively quickly when i called on another number, odd, but i will not rule out the very very small chance that this was coincidental i suppose. once i explained my situation on the new number i called from, I AGAIN got hung up on. I truly don't know what i could've possibly done to receive the most horrible communication. i've wanted to order gifts for people as well as myself. I've been a loyal customer to them. I'm at a loss. I don't even know where else to reach out to because they will not answer me. I've wasted so much time trying to fix this problem and I am so fed up. Thank you for any help or information you can provide about this situation.Initial Complaint
12/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Placed online order on Brandy Melville website, amount was ~$150, the transaction went smoothly , no error messages or missed entry's, 24 hours later received email that order was cancelled due to unforeseen circumstances. Called customer service, they said they see only what I see. So since it mentioned that the amount was refunded, I thought maybe I one of the item was out of stock. Long story short, I placed a total of 4 ORDERS and ALL were cancelled within a few hours. My credit card statement shows only one refund in progress, so far I have not seen any other refunds. My 2 emails have not been answered. As of now this company owes me around $360! Please help!Initial Complaint
12/06/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Company has refused to honor shipping promise, my package was to be delivered on 11-17, it is now 12/6 and I have yet to receive said package. When I have called ******** ******* to reach a resolution I have been spoken to rudely and hung up on, companies should not be permitted to take a consumers money without sending product that you have paid for. ******** ******* has been an absolute nightmare they have refused to let me speak with a supervisor or offer any other solution besides that I should just wait until my package eventually shows up.Initial Complaint
11/29/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I was supposed to receive my order on November 19th shipped via ***** but after not receiving it in this date I checked ***** and it stated there was Shipment Exception. I contacted their ******** ******* via chat and they advised me that ***** had issues at their warehouse but it was being handled and the item should arrive the week following. After waiting another week and seeing no updates on the shipment I contacted the ******** ******* chat again and got the same answer. After waiting a few more days I called ***** and they didn't even have the tracking number. Their rep stated that after 7 days of no shipment update they consider the item lost and that I should contact the vendor so they can file a claim and refund my money. So that's what I did and contacted ******** ******* again and was given THE SAME Answer even though I requested a refund. The rep told me they weren't able to give a refund since it's shipping and that I could "not except" the shipment so that I could then get the refund. But according to ***** it's already lost and didn't even have that shipment number so how can I refuse something I'll never get. I emailed ******** ******* and same answer. No concern of my clear request that I wanted a refund. I have screenshot of. My chat sessions and the shipping info. I need my money back and it's horrible that a company like this that caters to youngs girls to have ******** ******* like this.Initial Complaint
11/26/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a pair of pants *************************************** they were supposed to arrive by 11/1722 however the package left ***************** and went to *************** and returned to******************** I have not been able to track the package since. I have called the company several times regarding this issue, after many emails they reported that they were going to refund me the shipping for ***** dollars. They are not refunding me the amount I paid for the pants which is ****** dollars. I would like my full refund which they are refusing to credit me and the package is nowhere to be found. As of today November 26, 2022 I have not received the package nor am I able to track it. At this stage of the game I do not want the pants. I just want a refund. This company is hard to deal with.Business response
12/23/2022
Consumer Response /* (2000, 9, 2022/12/19) */ Brandy Melville credit my account with the cost of the item I purchased. Thank youInitial Complaint
11/25/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
The retailer had an item out of stock but allows the customer to be notified by email and text when the item is restocked, should the customer choose to be notified. On 11/17/22 and 11//25/22 I received texted messages with a link to the newly stocked item. I did not delay my response and immediately clicked the link only to find the item was not stocked and other stocked items were being suggested. This is bait and switch and an illegal practice. On both 11/17/22 and 11/25/22 I called the retailer only to be told they didn't know what was happening and couldn't assist. The retailer needs to refrain from this bait and switch activity.
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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.