I've ordered from Beyond the Rack at least 20 times and for the most part, both the customer service and products I've been more than happy with...
Most of the items came within the posted time frame; when they didn't, I generally got an update telling me of the change. On the rare occurrence I didn't hear from them, I sent them an email questioning why I didn't get notified there would be a delay. I would get a reply with an apology; an explanation, and even a coupon code for $10 included, or once a credit of $11.30 due to an error on their part for an explanation sent that wasn't originally correct.
I have even received phone calls from BTR asking me in general how my shopping experience was. All of the reps were pleasant and very professional each and every time I have spoken to someone there.
I do agree that the shipping does take longer than most places I've ordered from online (excluding eBay at times), but I actually read the process they use prior to ordering from them so I understood it would take longer due to this. I did have one order (a ring) which was delayed coming from the supplier, but I was kept updated regarding the status of the order.
One order (another ring) was actually sent to me in the wrong size. I could have just as easily sent it back, but decided to keep it as it actually worked out better for me fitting another finger... This has been my "worst" experience with BTR (if you could even call it bad in any way)!
I do believe some of the merchandise can be older (or even discontinued) stock, and I've even encountered the same merchandise similarly discounted on other sites, but I've still gone ahead and ordered it from BTR because I trust them (and if there does happen to be an issue, I know they will take care of me)! I do my homework on everything I order (from all places). I do want to stress though that all of BTR merchandise is NOT old stock, and I have gotten some great deals with BTR (especially with some of my designer brand purchases).
The bottom line is, I trust BTR and have recommended them to several people. I'm a firm believer in "if something sounds to good to be true then it probably is"... I think a lot of the complaints involving BTR were lodged by people who wanted something that was just unrealistic. BTR is a business (and businesses ARE out to make money), but in my opinion BTR is one of the better ones to deal with!
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