"I recently ordered a set of one coffee table and two matching end tables from Brylane. I was lucky enough to order them as they went on sale at what I considered a deep discount. $150 for a set of 3 tables, including shipping? That's a tough price to beat.
I contacted their customer service department to request that the packages be left on my rear porch when delivered. All I got was a form letter that was intended to answer questions of a similar nature. I was never able to get in touch with anyone regarding my shipping request, but they were somehow delivered according to my wishes anyway.
A few days later, we got the coffee table, but no end tables. We discovered the end tables had been cancelled. We tried to contact someone through their Web site, with the same frustrating result as before. My husband ended up calling. Their customer service people apologized, but didn't know why the order was cancelled, and re-submitted the order with no problems. The order arrived just a few days later.
I am very satisfied with the quality of the product and most of all, the value. I'd probably order from here again."
"I have been a avid buyer from this company for that last 8 months because I am moving into a new aparment. Everytime I have called to get something figured out I was treated with such disregard. A glutton for punishment, I ordered a mirror for my grandmothers birthday, first they told me it was on backorder and they wouldnt charge me until It was shipped, when it finally did ship they charged me twice, when I called they told me that they only showed one charge and I must fax my bank statement to them. After getting 2 wrong fax number from "Customer Service" i finally got the correct one. Still awaiting a refund for that. But before this, I oredered a comforter set, and sent it back, I waited until 1 week after I got the ups notice that they had received it to call concerning my refund. First they tried to tell me that they didnt receive it,when I gave them the tracking number and the name of the person who signed for the package, they then said i should wait 7-10 days from the time that they received it. I told her it was already 7 days had past, she then said it would take up to 30 days to receive a refund 30 DAYS!. I also had a problem with everytime I place an order for someone else, using my log on name and password, and under my credit card, the account changes to the person who I ordered it for, when all i changed was the shipping address. The woman tried to tell me that I must be using that persons email, I TRIED to explain to her that my 80 year old grandmother does not have an email address, she just really nasty and it ended in a shouting match and me speaking to a supervisor who did nothing. I will NEVER buy anything from this place again. Half of the stuff on there website is NO LONGER AVAILABLE anyway."
"Half the items I ordered were cancelled with no explanation. Then it took almost 3 weeks to get my remaining items. Non-existant customer service. No replies to my emails. No return calls via landline."
"This company SUCKS !!!
Nothing but lies everyday about when they will ship my order.
Ordered comforter set on Thurs. 12/22/05. Was told over the phone that my order shipped on 12/23/05, and to call back on Sat. for tracking number.
(Sat.) I called they said it never shipped ! Said it would ship Mon. 12/26.
Called Mon. 12/26, told it would ship Tues. 12/27.
Called Wed. 12/28. They said it shipped yesterday but no tracking info. available for 1-2 days.
I placed the order on Thurs. 12/22. When I ask about 2-3 day shipping the rep said it was $7.99, and that I'd get the order by Wed. 12/28.
Now they tell me they don't have 2-3 day shipping ! A terrible company that does nothing but LIE!
I called to speak to a supervisor an hour and a half ago. They said she'd call me back in one hour.
Another LIE !
I just checked their website for the status of my order on Wed. 12/28/05... Guess what*** it's STILL in PROCESSING !
Stay far far away from this company..
____I'll update IF I ever get my order.____
Dec.30th,2005-
Called for a tracking number,well,they had none, since they NEVER shipped it !
A supervisor told me the set was DISCONTINUED !
Now I'm awaiting a refund on my credit card.
Like I said, stay FAR AWAY from this company.
All they do is take your money AND LIE.
p.s.
The comforter set I ordered is still available in all sizes on their website,(Regents Park Zoo).
"
"I purchased Coaster from the website and received a free set of 3 bags. They also provided me with a UPS tracking no. and I received the order within a week of placing it. Nice collection of items and reasonable price."
"BrylaneHome.com has all the appearances of a solid online/mail-order retailer, but fails miserably in the realm of customer service end overall execution.
Bottom line, never received the product ordered. BryLane Home's policy is not to take ANY action until after 15 business days from shipment have elapsed even though they state 8-10 days for delivery. Although the business relationship exists between the customer and BryLane, they do not feel obligated to research or resolve the issue. On each of 4 calls to customer dis-service, including one escalated to "shift supervisor", there was no acceptance of fault. Each time, the fault was layed upon UPS, with no effort to trace or otherwise prove.
As to specifics, their system shows shipment, UPS has no record of ever receiving this item (pickup) for delivery using the tracking number supplied by BryLane. Upon 15 days, all they are willing to do is issue a credit, which their information states to allow up to 2 billing cycles to appear. Then, if you are really bold, you can re-order the product and see if the roulette wheel matches up and you actually receive the product.
Online and printed literature indicates 24/365 customer service. However, when you finally get through the phone tree and reach a human, you discover that you reached the order department, who have no more information than was is available online. Then, you endure yet additional wait to chat with customer service who are equally useless in resolving problems.
And, Customer Service is NOT 24/365 as stated, their customer service hours are actually 8 am cst to 9 pm cst.
Has to rate as one of the worst experiences I have ever had to endure. "