This Is Why You Shouldn't Order From Brylane Home! (Update)

You should think twice before ordering anything from Brylane Home.

Customer reviews can make or break a company.  But what is never clear is if a company review is legitimate or not.

Well, here is my review of Brylane Home from personal experience.

Brylane Home had a great sale on their pasta pot.  Maybe too great!

I ordered their pasta pot on March 19, 2012.  I received an order confirmation for this.  I received another email on March 21, 2012 saying they shipped my order.

This was their email:

Dear Pam,

We’re happy to inform you that the item(s) noted below from your order placed on 03/19/2012 were shipped on 03/21/2012. In some instances, not all items from your original order will be reflected on this email as some items may ship from different locations. You will receive a separate email confirming each of those shipments.

If some items are listed with a future shipping date or display a backorder status, it means we will ship these items to you as soon as they arrive at our service center. You will not be charged for any items until they are shipped.

-The BrylaneHome Team

So, my order was shipped and they deducted the amount from my PayPal.

I know things take time, but I emailed them on April 2nd asking where my order was.  I got a canned answer of:

Dear Valued Customer,

Thank you for contacting BrylaneHome Customer Support. We recognize your time is valuable and with that in mind, your inquiry was passed through our automated response system. Although we've fine-tuned our system to get you the best possible answer the 1st time, we know that this may not always be the case. If we missed the mark in answering your question, please click on the link at the bottom of this email to let us know. We'll forward your question to one of our knowledgeable associates for further assistance.

Based upon your inquiry, our automated response system recommends the following:

There are three ways we ship merchandise: Standard, Express and Delivery. Shipping information is selected at checkout. Shipping methods can only be modified if your order has not yet been processed. If you would like to change your selected method of shipment, please check the status of your order online by using the link below. If your order shows as Not Processed, please call us at (800) 544-3793 and we'll be happy to assist you with your changes.

Pending credit card approval, all orders are shipped following processing.

UPS is the preferred carrier for BrylaneHome because of its convenient online delivery tracking provided to our customers. Although we try to ship all orders through our UPS carrier, there may be orders that are not able to ship via UPS. Whenever it is not possible to ship your order via UPS, a tracking number will not be available.

Please note, orders placed on the weekend (Thursday after 4PM, EST through Sunday) will be processed the following Monday. Delivery information for our different shipping methods is as follows:

Standard Delivery: Your in stock merchandise should arrive within 10 business days. However, if after 15 business days (excluding Saturday and Sunday) your Standard Delivery order has not arrived, please contact us. Delivery to APO, FPO, Alaska, Hawaii , Puerto Rico, Guam, U.S. Virgin Islands, and Saipan addresses may take up to 3-4 weeks.

Express Delivery: Your Express Delivery order should arrive within 3-4 business days. However, if after 7 business days (excluding Saturday and Sunday) your Express delivery order has not arrived, please contact us. Express Delivery to Alaska , Hawaii, U.S. Possessions, APO, and FPO may take longer.

Express Delivery is not available for backordered items or for Gift Certificates.

Superfast Delivery: Your Express Delivery order should arrive within 2 business days. However, if after 4 business days (excluding Saturday and Sunday) your Superfast delivery order has not arrived, please contact us.

Gift Cards are shipped via Priority Mail service First Class Mail only and will arrive in 3-5 business days. E-gift certificates will arrive within 2 business days via email.

Our business days are defined as Monday through Friday, with the exception of holidays.

To check your order status, please click here: (site removed) We always appreciate your business. Visit http://www.brylanehome.com soon--new items and deep discounts are available daily!

Sincerely,

BrylaneHome.com Customer Support

Should you need to contact us again regarding this inquiry, please use the convenient link below. This will take you to our secure contact form and will ensure prior correspondence is connected to your follow-up inquiry. There is no need to paste prior correspondence into the "Additional Information" box. We look forward to serving you again soon.

Ok, canned reply.  It happens.  So, I emailed them again on April 7th, 2012.  5 days later.  Side note:  if you have a problem with Brylane Home email them the second you get their canned reply.

This is Brylane Home answer to my email of April 7:

Dear Pam Triick

My name is Ana Hernandez. I will be helping you with your issue today. Thank you for your email. Our records show that your order was shipped on 03/21/12. The normal time for a customer to receive a shipment is ten business days. However, we don't consider a shipment lost until 20 business days from the ship date.

If you don't receive your order by 04/16/12, please e-mail us or call our Customer Service Department toll free at 1-800-528-5156, Monday through Friday 7:00 A.M. to 10:00 P.M. and Saturday 8:00 A.M. to 6:00 P.M., EASTERN STANDARD TIME. An associate will be happy to assist you.

We apologize for any inconvenience this may cause.

We always appreciate your business. Visit http://www.brylanehome.com soon--new items and deep discounts are available daily!

Sincerely,

Ana Hernandez

BrylaneHome.com Customer Support

Should you need to contact us again regarding this inquiry, please use the convenient link below. This will take you to our secure contact form and will ensure prior correspondence is connected to your follow-up inquiry. There is no need to paste prior correspondence into the "Additional Information" box. We look forward to serving you again soon.

So I almost patiently waited for April 16th, when they would actually act on any problems with my order.  So, I sent this email:

It's April 16th and I have not received my order.  Can you now please find out where it is?

Thank you

Pam Triick

And although I thought I would get a response from Ana Hernandez because she was suppose to be "in charge" of my case.  I get this reply:

Dear Pam Triick:

My name is Diana Adame and I will be assisting you with your shipping problem. I was disappointed to read that your shipped merchandise was not received. Please, accept my apologies. We have issued a refund credit in the amount of $18.58 to your original payment method. Depending on your credit card billing cycle, you will see this credit reflected on one of your next two statements.

BrylaneHome Customer Support values your continued business and I hope we can get a replacement order right out to you. Once we have your approval, we will promptly replace your order and get your merchandise immediately on its way. Please let us know your approval by clicking on the convenient link below. Your web browser will be directed to our secure contact form where you can respond to this email. Upon receipt, we will process your new order and send you a courtesy confirmation.

We always appreciate your business. Visit http://www.brylanehome.com soon--new items and deep discounts are available daily!

Sincerely,

Diana Adame

BrylaneHome Customer Support Team

If you would like for us to reorder your items for you, please use the convenient link below.

So now I'm dealing with Diana Adame?  Ok, I sent another message:

Ana Hernandez or Diana Adame or whoever cares about this problem.  I would like to reorder ONLY IF I get a refund to my PayPal and I get the item for the same exact price as originally purchased.

Last check, I have NOT received a credit/refund to my PayPal account.  So if you do that, and agree to sell me the pasta pot at the discounted price as I originally purchased, go ahead an order again.

Well, let's just say their customer service and company policies aren't exactly up to par.  This is the message I just received:

So, not only do I now have to deal with a 3rd person, Belinda Parra, they must think I'm blind, because their phone number is a bit large, don't you think?

The end result is, I hope everyone can see Brylane Home for what they really portray.  Bad customer service and an irresponsible way of doing business.

I'm probably going to be out money for this fiasco, but I don't care.  I want everyone to know just who Brylane Home is and what they do.

I just received an email and I always want to be up front and open minded, I will share the email:

Dear Pam Triick

My name is Juan Romero. I will be helping you with your issue today. Thank you for your email. We would like to apologize to you for the difficulty you experienced with BrylaneHome.

Please be assured that the unpleasant experience you had is not indicative of the level of service we at BrylaneHome strive diligently to provide to all of our customers. Your complete satisfaction is our #1 priority. We realize that only exceptional service will keep our customers returning to BrylaneHome for all of their fashion needs.

We will forward your concern on this matter to the proper department to be reviewed.

Please accept our apologies if you have been inconvenienced.

We always appreciate your business. Visit http://www.brylanehome.com soon--new items and deep discounts are available daily!

Sincerely,

Juan Romero

BrylaneHome.com Customer Support

Should you need to contact us again regarding this inquiry, please use the convenient link below. This will take you to our secure contact form and will ensure prior correspondence is connected to your follow-up inquiry. There is no need to paste prior correspondence into the "Additional Information" box. We look forward to serving you again soon. 

So, I now have to deal with how many representatives??

Update:  Brylane Homes read my review and left a voice mail message apologizing and that they would send me the pasta pot I ordered at no cost.

Today, March 19, 2012, I received the pasta pot.  The box was a bit beat up, but nothing was damaged inside.

Yes, I am happy that Brylane rectified this situation, but if this is what consumers have to go through to get their order, I'm not sure if it's worth it.