BrylaneHome

They sent me the completely wrong item. When I started a chat, she basically told me I was lying. When I sent her a picture, she said, "I can't open that file. BYE!"
They told me I could return their mistake for a refund. Well it was a comforter and it no longer fit in the box... so I had to find a new one to ship it in. That wasn't the problem however. I told them I work 90+/week; I'm in the office before the post office opens every day and after it closes. By the time I sent it back, it was just a few days late. They sent it back to me without a refund or any attempt to help. I have a disgusting olive and brown comforter that I absolutely did not order, and it got back to me on the exact day of my move, in a gigantic box that I could not accommodate anywhere so I had to donate it. The manager I spoke to was a complete unprofessional butthole. IT WAS THEIR MISTAKE! They "don't even make it in olive." BS. They are negligent, unprofessional and tacky, and horribly misinformed about their own products. Do not do business with them!

I placed an order 2 days ago over the phone and waited for the order confirmation to be emailed. Didn't receive anything after 24 hours. I called cs and was told that the order confirmation went to the wrong email address. Have them.the correct email and they still couldn't send a confirmation because it was too late. The system wouldn't let them. So without a confirmation I don't feel comfortable about this purchase so I tried to cancel the order and was told it was too late. So basically I have no confirmation no tracking information. Talking to cs is like leaving the U.S. and going to Asia somewhere so you can barely understand them.
If the package ever arrives I'll be sending it right back to them.

I ordered a trash can and it came in an undamaged box but the can was very damaged. How's that? They sent me a new trash can and told me they would charge me for it and reverse the charges once they received the damaged one which I returned in a timely manner. I paid my bill in full the 1st billing cycle except for the replacement can charges. Fast forward 4 months later - brylane's cc dept is trying to charge me $69.22 because brylane, initially failed to remove the replacement shipping fees, ($10.90) until last month. After monthly phone calls, the cc dept has "graciously" informed me that they can remove 1 late fee charge but I'm responsible for the remaining $34.22. I informed scott I am not responsible for one cent! I call SCAM tactics - and am interested in finding how many more they have done this to. I AM contacting the BBB and Consumer Protection but wonder if this wouldn't qualify for a class action down the road?!?!

I purchased a new sheet set with 2 pillowcases last fall to match the color of the bedroom I was redecorating. When the package arrived, the color was perfect and there were 2 pillowcases. I put it in the linen closet until I finished the room this spring. I put them on the bed last week and one of the pillowcases didn't seem to fit the pillow. When I actually measured, one was smaller than the other. When I called to request an exchange, it was denied because it was over the 60-day window. I was not returning for a refund, I wanted an exchange for a pillowcase that was the correct size as advertised. She said I should have checked thoroughly. So buyer beware-when they say an item is a certain size, it may not be. So get out your tape measure and check carefully. It didn't matter to them that they were responsible for sending the incorrect item. I will not order from Brylane anymore.

My mom order from this store and Imstead of charging her credit card they charged mines and now I'm responsible for paying $275. And basically they blamed us for their $#*! up told me to tell my mom to returned the items then they can resend them and then charge her by then she had already used the item. If I was going to shop her this right here changed my mind for sure. Just terrible customer service all the way around

I agree with other commenters that in order for this company to survive, they need to stop using the company they are outsourcing to. They frequently or should I say convieniently, 'lose' alot of their returns, sticking the customer with the bill. Then if you refuse to pay for item that you can clearly show them was 'tracked' by USPS, who then sends it to Pitney Bowes, who seems to take 2 or more months to get it to there warehouse, yet they Still say they've not yet received it, or it was ' lost', this has happened repeatedly to me, so I've given up on them, will not order from them again.

1. My sister is disabled senior (also has a broken foot) and ordered this banquette bench for her new apartment. It was shipped to her old apartment, but the packaging was paper thin for an item that weighs about 125 lbs. The flimsy box tore open spewing the contents all over the driveway! She had to get her neighbor to help her bring everything inside.
2. We moved her to the new apartment and had no choice but to take this opened box of loose pieces because the "hassle-free" return policy is anything but!
3. The first call to Dolores on 2/28 was unpleasant and she was rude. She said my sister would have to pack it up and return it. How is a disabled person with a broken foot supposed to haul this to UPS when she doesn't even drive?!?!
4. The 2nd and 3rd call on 3/4, I requested a supervisor - Mald. He promised to have this item picked up. As of 3/8, nothing.
5. The 4th call on 3/8 got me to another supervisor, Andrea; no one knows who Mald is. Andrea said they don't have pickup service and my sister would have to take care of this return despite the original box being destroyed! I requested a manager above her. She said it's an hour wait and hung up - didn't even verify my phone #.
I'm struggling on where the hassle-free return comes into play. My sister didn't pack the box, it came from Brylane and yet they refuse to take responsibility!
RUN RUN RUN from buying anything from this firm. They do not care.

I placed an order that is apparently lost but each time I call customer service I get a different answer. I have been hung up on twice. Hopefully I will eventually get my account credited but regardless of the outcome I will never do business with this company again

I have been purchasing from this site for many years. On December 1,2020 I received a set of 8 curtains for my bonus room only one of them was a pink shirt in the black curtain bag. It had been intially bagged incorrectly and then bagged with the others and sent to me. I called to return it but needed the order number. Sadly I lost the original orderform. (Christmas) so I called again an tried to explain my situation. Spoke with a women with a heavy accent who could not comprehend what I was explaining to her. I went back to look up my account online and the site said my log on was incorrect. Changed my password, sent Bryland an e-mail and was told to call. (again) I did, repeat of send the item back etc. Went back to my account to try and get my order number again. And when I typed in my name, they put it in in all capitals so it would not accept anything. Sent another email. Sent photos. Same answer, send the item back and we will credit you and then you can reorder the item. This went on for awhile, and finally I called and asked for a supervisor and was told oops to late, we can not accept the item because It is past the return date. No matter how much I explained the situation I was told. Oh well sorry about your luck. Finally she said I am ending the call. And she did. I am now stuck with a bright pink shirt and odd number of curtains. I called or sent an email every week 9sometimes a couple of times) from the time I received them. Very lousy customer service. No help at all, just a run around over and over.

I spent $520 with Bryland and they shipped me items that were wrong and I had a horrible experience trying to return it and get what I paid for. My advice is DONT BUY FROM THEM!

Bryland Home's catalog offered 40 percent off and free shipping with an order of $75 or more; however, when I tried to enter the item number, it said the item couldn't be found. Before that, when I went through the online site without giving a catalog number, the item was available--for approximately $40 more. I'm tossing the catalog and writing them off.

I purchased four wicker chairs from Brylane. When they came, one of them didn't have any legs. I called Brylane, and they said I needed to mail it back to them. I told them that I didn't find that acceptable, that it was their mistake, and that I wanted a full refund or a new chair sent to me. They directed me to go through a whole rigamarole of sending pictures, to which I received no reply. This all started on Sept. 7th. After three more tries of talking to customer service, having to retell the story, resend the pictures, asking for managers, being told they were busy but would call back, not getting the call... it started to feel like this is a system to get them out of taking care of their failures. One finally got through and they offered 50% of the cost of the chair if I didn't want to mail it back. Not only did they send me an unusable item that was supposed to be a part of a set, they won't fulfill their responsibiilties, and they give a six month runaround. Never going back. Don't let their cheap prices fool you, there is some kind of game afoot.

I ordered a comforter and shams. The shams never came. The comforter I received looked nothing like the one pictured. It took 3 chats and one phone call to get any information. The second chat girl argued with me and told me that's what I ordered, although she had no way of knowing. I said the one I received was olive. She said well we don't even make it in olive. So I emailed her a picture. She immediately said, I can't open the file, sorry! And closed my chat. She was calling me a liar. And now these tacky asses are making me sign a %3%@# AFFADAVIT to prove I never received the shams and send back the comforter. All a bunch of BS- FOR NOTHING

I purchased a sheet set that didn't have the pillow cases inside. It was a little over 60 days and the representative said sorry I can't help you, also they give you coupon codes that you can't use. Customer service gets a zero in my book and the company does Too!

I bought a Christmas tree and they sent me the wrong tree so I called them and all i got was the run around I couldn't get anyone that could help me as they kept bouncing my calls to different people. I sent out various emails and when they finally replied they said will give me 50% off for this purchase which is not the one I purchase. I would have considered keeping it but the lights didn't work so I asked for a refund and that I like to return it and they never replied back until weeks later. To begin with the box was shipped and delivered opened. I sent several emails again and all they told me I couldn't return it. Trying to return a wrong item that they shipped to me and now they are telling me I can't. Horrible customer service and unethical business practice by this company - don't know how they are in business.

I talked to 20ish different people trying to return a product within the return time limit went thru 3 supervisors who attempted to help at different times. Each attempt failed, the last one I finally received a shipping label. I put it in the mail that day 11/3, when I checked the tracking it showed it had been received so we waited for the credit. Weeks went by and no credit and than the holidays and crazy life happen and we just figured it probably had to go to China so it might take longer. So Friday 1/7 the item was returned to me, no explanation. I called them again and spoke to about 6 people and 5 of them were really nice but the last one "resolution specialist" was horrible at her job and had no customer service skills. She refused to help me and said I should have called earlier to check to see if it had been received, why would I do that when the tracking info said it was received by Pitney Bowes Return center. I will never do business with this shady company and would recommend them. I spent so much time on the phone trying to get help. Oh lastly when I made my first call, which ended because the line disconnected me right before I got to the supervisor, they blocked my number. I had to make all other calls from a different phone number.

I ordered an item in the middle of December and have yet to see it. The tracking of the package said it was damaged in shipping and returned to the company. I assumed they would ship another one. I waited and waited and heard nothing so I called. Apparently their customer service is located in India, because that's who I talked to and he was at a loss of what to do. I told him either send another item or refund my money. He put me on hold and when he came back he said they would ship another, plus he tried to sell me something else. When I said no, he found another thing to sell. I finally just hung up. I still haven't heard a word about anything being shipped so I contacted the credit card company.

I am infuriated right now. Not only at the circumstances of what has happened but by the way I have been treated by a company I have purchased numerous Christmas trees from. Never again! And this is a warning to anyone else who might be considering giving their business to Brylane Homes. Don't do it!
I bought a pop-up tree. When I received it, it was uneven at the bottom. I called customer service to ask if this was typical or not. (the other trees I'd purchased in the past were all gifts for friends and family so I hadn't seen them in person yet) I was told it was not normal and to send it back using the label that came with it. I was told I could purchase a second tree and wait to return the first tree after I get the second, so I am not without a Christmas tree during the entire month of December. So that is what I did. I followed the instructions I was given by the Brylane Homes Customer Service Rep. Fast forward to receiving the replacement tree. I box up the first tree and retrieve the label to put on the box as instructed. But the ink was running out when printed by Brylane Homes so the label isn't usable. I call back and explain I need a replacement label. I'm told I can go online and print a replacement out myself. I go to do that but get a message that my item is not refundable. I call back AGAIN and this is when things really took a nose dive. The attitude I was given and the cockiness was unprecedented. I had MULTIPLE conversations with various customer services associates all who were now saying I am stuck with both trees and neither of them are returnable. They couldn't care less about the information I had been given and how I had followed the instructions I was given. All I kept being told is sorry you are stuck with both trees and that is company policy. Period. I have been trying to return the first tree since before Christmas when the second tree arrived... but without a label I couldn't! And I wasn't about to pay for the return shipping of a big Christmas tree when it was defective! I shouldn't be stuck paying that. I just cannot believe the scam and how they got me to buy a second tree. Do not trust these filthy people! You know when a teenager gets their first job at the mall or something and they get their first taste of being in authority and calling the shots? And how they feel so big and in control because they get to determine the fate of other people? That is how these people act. There is no care in their customer service at all. Scum of the earth. I will submit my complaints to the BBB, file a complaint with my cc company to try and reverse payment, submit a letter to the Corporate HQ of this company... and do all I can to spread the word about this horrific 'business'. Run... don't walk... away from this company's website and anything associated with it. The tree has been boxed up and ready to ship back for weeks now. I'm not going to unbox it just to add a photo of it. There was no dispute that the tree was defective anyway. Just that I was told to get a second tree before returning the first... and now they aren't letting me return either tree.

The customer service of this company is horrible! I placed an order and was told I was eligible for 20% off and free shipping, but at checkout was not able to get those incentives, like a stupid fool, I want ahead with my order, but then shortly after I placed it, I decided to call and cancel, the person on the phone said it was cancelled, but the next day I hadn't received and email confirming the cancelation, so I called again, now I'm told its too late to cancel, It hasn't been shipped, but no provisions to cancel!
Not a good company!