“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.”
