“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.”
“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 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!!!”
“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.”
“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).”
