Beyond The Rack Enterprises
Reviews and Complaints

Placed an order with Beyond the Rack on line Nov. 17th 2016. Order # [protected]-CO for $65.98. Called BTR customer service was told item had not arrived to their warehouse and would not ship by Christmas. Called back in Jan 2017 requested cancellation and refund. Feb 10 2017 received an email stating confirmation of cancellation with a refund issued 5-7 business days for funds to be returned to original payment method.
Email had a case # CS5731371 and was sent by Karla Charles Customer Service Representative

I bought a top and as it was the wrong size, I returned it and received a notification that I had a $30 in my account. I tried to order a tote and the credit was not in my account. I emailed Customer Service and had a reply fom Mike Hernane. We went back and forth about the credit not being in my account and he kept reassuring me not to worry that it would be straightened out. On Sept. 7 he emailed advising that I could order manually using my credit. When I phoned to place an order I was told there was no credit in my account and in any event you can't place orders by phone. They suggested I make my order and the credit would be put in my account for future purchases when things were straightened out on their end. I emailed Mike again in November regarding the credit and I received an email from him on November 18 advising that all credits were removed by the company for orders placed prior to May 24.

Either their employees are pathetic #####s or they are pathological liars and scam artists.

My incident is just on of many on this website v btr.

Essentially,
Purchased two items in nov 2016. 1 black coat. 1 red dress (Same order).
The black coat arrived in jan 5, 2017.
The second item has never arrived as of today 2/10/2017.
Tried to call, recording says the wait time is 30 minutes and encourages callers to send an email; actually a form on their btr website (Emails are futile, they're never acknowledged).
Frustrated, I called today to cancel the order and to receive a complete credit back to paypal. I emphasized that I did not want a credit at btr; I wanted a credit back to pp.
Then I get an email saying the item was delivered on 1/5/17! She was referencing the black coat. I had just spoken to this person and she remarked about how pretty the red dress was!
Is she an #####, or is this standard business practices: giving customers the "runaround" and withholding credits due to honest and concerned customers? I will try again to respond to btr but clearly there is something not right with this company.
Please govern accordingly

I'm tired of trying to reach customer service to ask them why my credit amount disappeared from my account with them?.. how is it even possible?.. Where is my credit? Something is really off the line...
To Customer Service: (if any even exists), please call me and explain to me... where is my credit with your company? I'm definitely won't leave it without being addressed, it's been too long to wait for an answer. Why are you keeping my money without disclosing that you own me back at least in a form of credit?.. Do not order from them, it's a fraudulent company!

I purchased a bracelet in December of 2016 that was broken when it arrived. I was able to return the broken item at not cost to myself, but they will only give me credit for their store, not to my credit card. They do not respond to additional emails request refund to my credit card. My contact person at the company is Avrom Shtern. My custoemr number is CM2761116.

Beyond the Rack had $150 of my money as a credit for a return I had made and they had received. I went to use my credit and it had disappeared. I made enquiries to which they were very slow in replying and eventually they just said they were under new ownership and would not be honouring my credit. They effectively stole my $150, yet are continuing to lure customers.

I am writing to warn others to avoid any dealings with such an unethical entity, Beyond the Rack.

I purchased 3 pairs of boots March 2016. They did not fit. After contacting BTR they explained the sizing / manufacturing was different then specified and that I could return them and receive a refund should I order them all again in the size to match the manufacturer specifications. I did. Since April 2016 I have been fighting to get my refund on the first order. I have contacted them over 8 times to have this resolved and my money returned. They have over $200.00 USD of my money and I have nothing for it. In any case anywhere this would be classified as theft.
Every time I have made contact I am assured this will be fixed. Here we are 10 months later !
What kind of legal action have we access to? This is completely wrong and immoral business conduct. They need to be accountable .

I purchased this shirt from them in XXL. When I received it it looks more like a medium. They want me to pay for the return and give me store credit for something that was misrepresented on their website. I will never buy from them again. I also purchased a jacket for my husband for Christmas from them. That too is to small but I can wear it so it's not so bad but the Polo was a different case.

I ordered an item in February. I received an email in April to say my item was not going to ship. Instead of giving my money back. The company issued me a credit - they never provided my refund for 149.99 and the credit from their website disappeared. Initially the customer service agent I called in december indicated that the issue was being resolved but I had to follow up after 3 weeks to find out I was not going to get my issue resolved. This company is absolutely unethical in their business practices. I will pursue every formal and informal avenue to ensure that this does not happen to anyone else. Their brand is totally damaged in my eyes. I shop online all the time and have never been this displeased with my customer experience.

I purchased a pair of rayban sunglasses which if real are made in Italy the ones I got were fakes the glasses say they're made in Italy but the label on the rayban box says made in China you would think if btr is going to sell fakes they would remove the label showing they're fakes btr has not yet addressed my issue even though I sent them a photo of the fake sunglasses I now wonder how much fake stuff they sell will never buy from them again

The company refused to honor the credit for the returned merchandize justifying this by the company's restructuring. Looks like they fleeced many people this way

Sales Order #[protected]/[protected], placed in January.

I've noticed a couple of months ago that the credit information disappeared from my account, and reached out to the customer support. They told me that they are reworking the website, and the credit will reappear soon.
This never happened. After I called them two days ago, the customer support rep said that sorry, we've been through the bankruptcy, and your credit is gone.

Stay away from this company. I have been waiting for months for a refund to my account and today get a letter saying that they will not be refunding anyone as they did a reconstruction of their company!
this after they admitted that they do owe me a refund of $59!
i have contacted both the bbb and consumer affairs! i only wish i could get the word out to everyone that this company is a fraud!

This company deactivated my account without my knowledge and I had a credit of $395 in it. I have called several times and they first said they did not do anything with my account when I threaten to take the case further then verified and sent me an email that they are sorry the account was deactivated by error and that they will reinstate the account and credit the account within 3 to 4 business days. It's now 3 weeks and they keep saying the same bullcrap.

They try to push the blame on the transition of ownership.

I had returned an item and received a credit, which is BTR policy as they don't credit your credit card back. My credit disappeared from my account and no one from BTR will get back to me. I was once a very satisfied customer of BTR, however, with the bankruptcy protection and BTR's complete lack in customer service, I wanted to use up my credit and be done with BTR. Seems BTR has now robbed me of my money.

I order over $600 worth of merchandise in March 2016. I never received the merchandise and THEY cancelled my order. They refused to give a refund and gave me a credit. I wasnt happy about it but went to their site to use my credit, and the credit had disappeared. Now they wont refund, wont give credit, and wont answer emails. If you call they just say someone will get back to you within a couple of days and they never do
Im out $600.00

I placed on order April 2016 for two pair of shoes. Was so excited to find such a deal. I kept getting updates stating that the shipment was delayed. After three months, I contacted customer service (an oxymoron) and they assured me that they were waiting to hear from the vendor and I should receive shipment shortly. I contacted them again and again, and received the same answer. Now, they do not even reply. I checked order status on the website and it claims that money was refunded. I never received a refund, nor a reply. Never again with this company. I have never received such poor service from any company before.

I will no longer support any transactions through "Beyond The Rack" now called BTR... An order that I placed back in May that I asked them to cancel in July since I hadn't received the order, received an email stating that they will cancel and refund in BTR Credits. All but 3 items suddenly showed up in the mail at the end of July. I called today to try to find out where my "Item Refunded" amount went to... They told me they can't refund or issue credits since they are no longer Beyond The Rack and are now BTR! ARE YOU F'N KIDDING ME? I have in writing where they state that they will issue credits... They just stole money from me! Their solution is for me to go to PayPal and start a claim!
B- F'N- S!

April 30, 2016 Beyond the Rack

I purchase on line with my credit card 2 dresses. I decided that I wanted to cancel my order because they were taking too long to ship order.
I cancel my order on 5/11/16. They told me it would take 7-10 business day.
Today is June 23, 2016, I still have not received a refund back on my cc as of today, I call them once a week and they keep giving me the same answer .Every time I call them they told me 7-10 business days . Finally when I called they told me to put a claim to dispute with my credit card company, I did that on 5/20 and they will not even respond with a dispute answer to the credit card company.

There customer service is rude and they are SCAMS

I Had Ordered A Purse Cost 124.00 I Was Happy Because It Was cheap. I received confirmation that it was shipped but never received the item . I emailed them saying I have to wait because there's a delay. 3 months already and still hasn't received it. Supposedly they investigated and said ok, we will give you your money back to the method of payment. That it would take 5-10 days to show in my credit card. I waited till 11 days from that time they emailed me I was going to get my refund. No money in my credit card that was put back. I emailed them again, where's my money? Now they're saying they can't refund me. If I want BTR credits, they give me credit. That none of them can resolve the problem to refund my money back due to new management. That's ridiculous.

I have serious concerns with this online company, Beyond the Rack. As of 2016, BTR disclosed that as a result of serious financial setbacks it was seeking new management to save the company from going out of business. I have been a BTR customer for the past six years and have encountered no serious issues before now. Since April, this company claims to be under new management, and is advising customers to open and use a Pay Pal account while it rebuilds credit card checkout. The catch 22 is, no refunds have been issued because according to its policy, the original method of payment will be refunded in full. My original method of payment was with Visa, hence no refund has been issued.
The amount BTR owes me since April, 2016, is $310.66 in total. The company does not respond to phone calls or emails anymore. Yesterday, I tried live chat and was on hold for 20 minutes without any response from an agent.
It is now over a month since I have been promised a refund. I am running out of patience. How can customers proceed forward?