“Brandy Melville returns policy must be illegal. You have to pay for postage and you can't return an online item to a shop. This is totally unethical considering they only offer 1 size and it is unlikely to fit. I will not ever buy anything from the company for my daughter again.”
“Having ordered several items for a Christmas gift which was sent by Royal Mail tracked the items failed to be delivered. No notification was received regarding delivery and when tracked Royal Mail had kindly taken a photo of my front door as proof of delivery even though no one was in on the day in question at the supposed time of delivery. Unfortunately not only have Royal Mail failed but Brandy Melvilles response of ‘they say they’ve delivered it so there’s nothing they can do’ is possibly more of an insult. Appalling customer service, happy to take the payment even though no goods were received.”
“I bought an XS item, they sent me One Size huge item and when I informed their mistake they said the item was sent correctly.
I had to pay shipping for a wrong item sent. And shipping again to return the wrong item, and they won't just do anything about it.
They lie to you!!
They do not solve the mistake they make and make you lose money!!!”
“Purchased a dress, wore it once to run errands, but it's so hot in Miami that It got sweaty so I had to wash it... and it tore apart in the washer/dryer...... there is no label that says "hand wash only" or " air dry only". This has never happened with any article of clothing before. They refuse to give me a credit even-though the dress cost $42. Don't spend money here”
“For good or bad, I never ever leave reviews for anything but this time I feel I need to speak up.
On Sunday 5th December, my teenage daughter and I went to the Brandy Melville store in Carnaby St, London for a bit of Christmas shopping of my daughter's favourite brand. Despite the fact we do not live in central London and the trip to the store had been a bit of a trek, we were very much looking forward to our shopping experience together. The store was full of mothers and daughers like us, by the way.
My daughter located a blue hoodie she liked but its label stated 'Large', whereas she probably needed a 'Medium' or a 'Small'. When I asked a shop assistant - a very young woman who looked decidedly bored and not particularly inclined to help - for the same hoodie in a smaller size, she said all BM hoodies come in one size only and that the 'Large' on the label meant nothing. A whole pile of the same blue hoodies was sitting on a slightly higher shelf I could not reach, so I asked the same assistant if she could kindly check if any of those came in a smaller size.
She replied she had distributed those hoodies around the store earlier on in the day herself, so she was sure they all came in the same ('Large') size. And, despite a step ladder being available next to the shelf in question, she refused to take any of the hoodies down, claiming the merchandise above a certain, un-specified, level was 'for display only'. Nowhere in the store are there signs warning customers of this. And, in any case, who has ever heard of merchandise which is off-limits to customers because of its position on slightly higher shelves?
The assistant simply walked off, without a word of apology and seemingly happy to have got rid of us.
I later managed to retrieve a hoodie from the pile on the higher shelf and... it was a 'Small'! I was so upset with the spectacular lack of customer service I decided not to buy it despite my daughter's disappointment. Thank you BM for spoiling what should have been a lovely festive outing and a bonding experience for my daughter and me.”
“I was wrongfully accused of theft for a 5 dollars item at the store after I had repeatedly explained to the security guard that I did not step out of store and I was planning to pay for it before I leave the store. Not just my explanation was completely ignored, I was yelled at for no reason, accused of being a thief without any evidence, humiliated in front of every customer who were present at the store, and threatened by the security guard. Even though they realized that it was a misunderstanding after my friend talked to the store manager, they did not apologize.”
“lots of people complain about there being one size only. i understand this but at the end of the day it is their brand and that is their target audience-- i would prefer other sizes too but that doesnt give me the right to review it badly. at the end of the day the clothes are incredible, i love the vibe/aesthetic of every single store i have been in and have never been unsatisfied with a product.”
“Purchased Christie hoodie-black. After one wash it turned a different color. Emailed customer service and they quickly stated their policy after tags removed and a wash unable to return. I asked for help with how to get that color back and they never replied. Crappy customer service in my opinion and a defective product! Wasted money on a hoodie that changed color after ONE wash. Would give them no stars if I could. What about your customer? What about the teens that purchase their clothes? It’s like after purchase no longer their problem. Will never shop there again for my teen. After the first reply within 10 minutes they stopped communication!”
“Location at Americana in Glendale, CA.
Was attacked by an employee Jordyn or Jordan for not having a mask. They did not provide a mask, claimed "We don't do that". Completely unnecessary behavior by this employee. Extremely sad to experience such anger towards a customer, very shocking.”
“Beware buying Christmas gifts too early because their refund policy is the worst. I bought items in mid November as Christmas gifts, unfortunately come Christmas day and some of the items don’t fit the recipient. Couldn’t find anything to replace as they have very low stick at this time. Well, Too bad you don’t get your money back only store credit. They really should accommodate their return policy for this scenario. Will NEVER purchase from this company again.”
“The clothes are nice and fairly good quality for the price but that's as far as it goes. If anything goes wrong the customer service is rude and unhelpful. Also no free returns. My advice is buy elsewhere.”
“Customer Service is non existent.
A skirt bought as a Christmas present is way too big for my daughter. However because it was purchased on 20th November there is a 30 day return policy which is not extended for Christmas, so I am unable to return the item. Customer Service was basically rude and unhelpful telling me I bought my Christmas presents too early!!!! I wish I'd read the TrustPilot reviews before I purchased it.”
“Brandy Melville not in accordance with UK Consumer Rights Act 2015
Brandy Melville's refusal to refund postage on returned items is not in alignment with UK consumer contract law, or e-commerce regulations. Under the Consumer Rights Act 2015, you have 14 days to inform the company of your decision to return an item bought on line, and another 14 to do so for a full refund (30 days if the goods are faulty) including return postage. Brandy Melvile would not allow me to return an item by hand myself, insisting I use a registered & insured Mail returns service - well, they have to refund you for that. If a Trader fails to tell you of these rights, your right to a refund can be extended for up to a year. After I involved Citizens Advice, Brandy Melville refunded me return postage in total, having initially refused to do so, an admission that they had not acted transparently and in accordance with the responsibilities of a Trader operating in the UK and EU.
If anyone else is seeking a refund on postage, contact Citizens Advice and make a complaint to Trading Standards. Directors of the Company are Swiss Investor Mrs Maude Lise Marsan Kermabon and Mr Alfonso Sarracino (recently appointed) whose correspondence address is as the returns address, Unit 1a, 7 Spa Road, London, United Kingdom, SE16 3QP. (Note that currently Mrs Kermabon's name appears possibly faultily as Mrs LISE as the registered director of Brandy Melville, company number 08139754 at Companies House).”
“Ordered an e gift card 23rd December which should surely be an automated process by e mail but no voucher arrived yet by 26th and no response from customer services.”
“Very disappointed. Was excited to purchase from them as had heard good things. Ordered two neclaces...tried one on after delivered - broke within 5 minutes :((( £8 down the drain!!!!!!!
Would not recommend. Overpriced and cheap.”
“The clothing is fine and the shipment is very quick. The only issue I have is their postage policies. BM sent a double order (partially our fault) and I had to pay to send it back. As tracking was too expensive, I sent it normal. They said it never arrived and I lost all the monies I paid for the clothing plus postage. Please, when returning, send it tracked mail.”
