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Brylane Home
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1.4 65 Reviews

Brylane Home Complaints Summary

7 Resolved
58 Unresolved
Our verdict: With Brylane Home's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Brylane Home reviews & complaints 65

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4:27 pm EST

Brylane Home Full-size bed sheets

My name is sarah ann lewis; i am a loyal buyer of merchandise from your company. I purchased bed linens from your firm and proceeded to wash such on this past monday, 11/27/23, afterwards the sheets disentegrated in the washer and were totally ruined. The item number for the sheets is #[protected]. These sheets were to be used in my guest bedroom this christmas for family visiting for the holidays and now i have no sheets upon which they can sleep on for their holiday visit. Please, find some way to reinburse me for my loss! i will surely appreciate the gesture. As well continue to be a valued customer of your company. Merry christmas and god bless!

Claimed loss: THE LOSS FOR THE SHEETS IS $189.99

Desired outcome: I WOULD LIKE TO BE COMPENSATED FOR MY LOSS DEAR SIRS; IN SOME MANNER!

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12:55 pm EST
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Brylane Home Incorrect Order

I ordered an Emeril Pasta Maker and was shipped a chair. I have contacted customer service for a refund by website and by phone. The customer service by phone could not figure out how to return the item and told me to email brylane again. I emailed them and have had no response. I just want to send the incorrect item back and get a refund for the merchandise I did not receive.

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3:44 pm EDT
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Brylane Home Return Policy

On October 24th I purchased online 4 Vogue 8 Grommet panels for my living room. When they arrived, the shade was darker than it appeared on the website. Because of this, I wanted to return the panels. When I ordered the panels, I never received a confirmation email, was never told it was on backorder and when they arrived, didn't have the shipping slip needed to return the items should I want too. On 11/2/2023 I called your company 3 times and was told to send an "EMAIL" to the complaint department which came back to me 3 times. When I called to report the email would not go through, they sent me to warehouse in New Jersey that shipped the panels. They promptly told me that they could not help but it was Brylanes policy and not theirs, that I purchase a shipping label to return the items. Why should I purchase a shipping label when that should have been provided in the first place?

Claimed loss: $154.02

Desired outcome: Refund of monies paid, a shipping label sent to me free of charge so that I can return the panels that I do not want.

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4:01 pm EDT

Brylane Home Queen size comforter

Order number [protected] A comforter I ordered but never received I have tried to explain to customer service on the phone I don’t know what happen to it there were two items sent I sent one back never received the other I’m home all day everyday when I call to find out when would the item would get here I was informed that it had already been delivered I’m in a whirlwind I didn’t steal the item I have been a good Customer for many years with this company and I just don’t appreciate how I’m being treated. This has never ever happened to me before.

Desired outcome: I would appreciate an apology from your company because y’all think I stole the item and I want that account close and I will not pay for something that I didn’t receive and don’t have I’m old and honest

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12:38 pm EDT
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This review was chosen algorithmically as the most valued customer feedback.

Brylane Home - Return Issue

On September 13, 2023, I purchased an item with Brylane Home. Order Number: [protected]. I subsequently discovered a few hours after I submitted the order that I did not enter the correct discount code. I contacted the company on September 13, 2023. and was told they could not (would not) adjust the pricing on my order. That I could RETURN the item. That...

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3:56 pm EDT
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Brylane Home valance

Order in April, received the wrong valance, return the valance and reorder them, received the same exact ones that I returned. Spoke to Patty on 5/25/23. She told me that someone was going to investigate & call me back on Monday, that didn't happen, I called today and spoke to Ang, who transferred me to a manager and was on hold and then was hung up on, with no one picking up the phone to hear my complaint, I call back and cancel my credit card with them,

poor customer service! & i will not recommend anyone to shop @ Brylane Home.

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3:04 pm EDT

Brylane Home Outdoor cushions for patio to big and color not same as catalog

Good Day, on or about 3/14/23 There’s a purchase made for Outdoor Furniture
Order# [protected]
Invoice # [protected]

As Conversations made with Representative in processing the Oder the Measurements to the following Furniture purchased was Identified to the Operator as she Specified that the items purchased was the correct size Due to her Exceptional Experience that it was a Universal item and it would fit my description. As I Received items they did not fit the Bench item was to a small item and the cushion to the chairs overlapped No Good So when I called I was told to take them to the postal department and Return them because I had no Return label and Fed Ex was not picking them up On this Disappointment I send them back and you’re company Received them I was told that upon Reviewing and Revising the paid Receipt sent to El Paso Texas I would be Refunded the postal fee of $274.80 I paid to ship them back it’s now May 22 23 my Miserable birthday and I’ve yet Received any Customer Satisfaction I’m not sitting to well with this I need Reinforcement and Reimbursement…. My contact number is [protected] please contact me ASAP

Yours sincerely
Ms Richards

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2:51 pm EDT

Brylane Home 4" memory loft deluxe gel mattress

I had called this company to find out why my product was not delivered. The representive looked up why I did not receive it. AThey said it was past the 60 day limit and they could not do anything about it. They said I should have called them within that time. I then called another representive and he had told me that the product was sent out on the 28th of febuary. He then put me on hold and directed me to another representive. I explaned to the representive that I ordered the item on Febuary 8th and that I received the bank statement showing me that the check was cashed on the 16th of febuary he than proceeded to tell me that I should have called within the 60 day limit and he said they could not give me a refund since I did'nt call within that time. There is nothing in the catalog that says anything to this reference. I had read to him what was in the catalog. There is no statement that said I should have called within the 60 days. The representive stated that they still could'nt give me a refund. He had said to me to go on line and that I would see it their. It only states that if you want a refund to cal within 60 days. I did not call for a refund. I just wanted to know why I did not receive the item I purchased. I called on this date on May 1st at 2:00pm. I'm still not able to receive a refund. The amount of the merchandise is 161.97

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7:31 am EDT
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Brylane Home Oversized tent camp chair / item #: [protected]

Ordered a tent chair to utilize at track meets as I am a USATF track official and wanted something with an overhead protection during track meets where it was raining. Chair arrived slightly damaged with missing part (some type of rod used to hold the top umbrella portion up). Call the customer service at [protected] and spoke to representative by the name of Ms. Harris.

Was initially interested in just receiving the missing part as I thought I could possibly bend the bent piece back into place, as I really wanted the chair. However, received many unacceptable resolutions.

First I was told a return label would be emailed to me, and a credit would be issued once the item was returned. However, chair arrived in damaged, squashed and torn box, which made the box in no condition to return item. I asked if they would be sending something to return the item, at which time representative stated no box was necessary once I returned to fedex or whatever carrier would be sending back. All I needed was the label.

Was told I could get a store credit which was fine, all I wanted was to rebuy the same chair. Waited on phone and representative came back and stated she could not email me the return label. And that I needed to provide another form of payment in order to replace the chair. Very confusing, why am I buying another chair? Am I replacing the chair or buying another chair. I was told my damaged chair would be credited once the chair was returned and received. Which was fine, however, no specific timeline was given for the complete process and I was hoping to have the chair while the season is still going on.

Was then told to take a picture of the damage chair and email to [protected]@FBBrands.com and wait to hear back from claims with the decision of what the next steps were. Which is what I will be doing.

However, this process appears that I will be out of my money and chair for the duration of outdoor season by the time this is resolved and that's if it is resolved.

I will be taking a picture of damage item, and having refund placed back on the original form of payment. But will not be ordering anything else from Brylane Homes.

Althought customer service representatives was pleasant enough, was not very knowledgeable and I was repeatedly placed on hold for the representative to retrieve answers.

Desired outcome: All I wanted was the piece to the already slightly damaged chair and the missing part. Now all I want is my refund.

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12:07 pm EDT
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Brylane Home Packaging and missing assembly parts

I ordered a Rose 3pc Bistro set. It was delivered on 3/18/2023. The packaging was in tatters, torn, shredded due to inferior packaging used. I was willing to overlook this, but when I opened the box, the assembly parts and tool was not included. I still tried to just assemble the back piece to the seat, but low and behold, the holes did not match up. This is when i lost my mind. I phoned them to lodge a complaint and I just got the standard - return on your dime and we will reimburse you. I was told the package was to big for them to issue me a return label. I was really angry about this. If they could dispatch this big box, why can't they issue a return? I filed a dispute claim through PayPal, which took 3 weeks, only to be told, you have to return it on your cost, before they will issue a refund. So now instead of being reimbursed for $235, I will only see about $160 of that, because this box is big, and that is the cheapest way of returning it. So they don't just get away with poor service, they still make money out of their mistakes, and you the customer loose out because of this policy. I would never ever advise anybody to buy from them. They are beyond incompetent. There are so many complaints about them online and yet PayPal still allows them to utilize their services for payment which is beyond my understanding. I sure wish I did my homework before placing an order with them. I recommend anybody stay away from them.

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11:47 am EDT
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Brylane Home Fraudulent late fees

Brylane charged me a late fee on the same day the bill was due.The next day I paid the last bill, closed the account but they assessed a late fee of $35. Then, the following month they charged another $35 late fee. I Googled it and I shouldn't have been charged a late fee on the same DAY that bill was due. Don't deal with them, they will talk in circles no matter how much you try to reason with them.

Desired outcome: Drop late fees, as it was wrong.

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11:01 am EDT
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Brylane Home Discount is a deceptive

Facebook ad specifically pictured the item I was interested in with a 50% sitewide discount. I realize the discount notice also stated not every item is eligible, but if you are putting the code in the corner of a picture of a specific item, it should apply. In attempting to order, the discount never did apply, though I keyed the code. It stated it would show at the end of the order once it met eligiblility. I abandoned the cart since the discount was not showing up. However, the next day I have an email stating "your cart has a 50% discount". So, again, went thru the order process, since they specifically emailed me regarding my cart. Trusted the final click would produce the discount. The final click finalized the order, still with no discount. Shortly thereafter, (though not immediately as I was distracted by an unrelated problem,) I called customer service and they stated the item was already pulled from the 3rd party seller and they could not cancel. And, they could not adjust my price since it was finalized. Could only adjust if I call while I was in the order process. YES, could adjust the price. Get better programmers and update your procedures. The CS girl was nice, and not her fault, but this is ridiculous and extremely deceptive. First the facebook picture showing the discount on that specific item, and then the email stating my cart has the discount. Ridiculous.

Desired outcome: I want my $35 discount. I wouldn't have ordered otherwise. I already have these sheets and love them. But a 2nd pair was not a neccesity at full price.

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6:39 pm EST
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Brylane Home Brylane Home Executive Office Chair

I am writing regarding my purchase of a chair invoice dated 3/8/2023.

I received the chair but no hardware to put the chair together. No bolts, screws or allen wrench.

I don’t want to return the chair, I would like the hardware that was missing from the package.

I would appreciate it if I can receive these parts in order to put my chair together. Please see attached pictures.

Desired outcome: I would like to receive the appropriate screws to be able to assemble my purchase. The model number # 16962 is for the assembly of the Executive Office Chair.

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6:46 pm EST
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Brylane Home Glass Bottle Tree

I ordered this glass bottle tree for a Christmas present for a relative. After she opened it she realized the stand/tree was not in the box, only the bottles. I called and spoke to customer service and they said sorry it’s past 60-days. I looked at the email I sent them on January 3 at 12:10 pm which was 60 days from order date, not received date. They said they did not read email until Jan 4 which was 61-days from order date and could not do anything. Terrible customer service and shady company. Please avoid buying anything from them!

Desired outcome: Receive the item with all the parts that we ordered.

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6:20 pm EST
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Brylane Home Damaged goods

I ordered two 3-foot nutcrackers on 12/24 as I needed a pair. I received them 0n 1/4. One of the nutcrackers was damaged. Spent two hours being transferred back and forth. Was told I would have to pay the return shipping costs for the damaged item. I advised them I would not pay the return shipping charges as the item is defective. Invoice [protected]/3

Desired outcome: Would like two PREPAID labels to return both nutcrackers as i needed a pair. The defective one useless to me as I needed a pair.

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5:56 pm EST
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Brylane Home 2 orders placed on 12/26/2022

I was told that both orders were cancelled!

1 order was cancelled

Order Number: [protected] 12/26/2022,

Order Number: [protected] 12/26/2022.. I was told it was already in process and it could not be cancelled. But I had received an email stating items were on back order. I did an online chat asking that your company please cancel the entire order, I was TOLD yes, the order will be cancelled. I believe this was done on 12/28/2022.

They were NOT cancelled as I just received part of the order.

NOW YOU WANT ME TO PAY TO HAVE THE ITEMS RETURNED! This is BS! I should NOT have to pay for shipping and handling to return something that I was told was cancelled!

Desired outcome: I want a refund for ALL charges, as my credit card with your company showing a ZERO balance!!!

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3:18 pm EST
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Brylane Home Received wrong size trees ordered 6 ft got 5 ft dont want them

I ordered 2 pop up 6 ft. Christmas pop up trees and received 5 ft. Trees. On november 27th 2022 silver gold [protected] and red white [protected] at $124.99. I want you to send me a call tag or a return label I tried to get this took care of was told you cant send me a return label I am not going to just forget I was told if I sent them back yall would refund all the shipping but I sent the first one back but I didnt receive all my shipping back im very disappointed I have been a loyal customer for a long time I want some action asap thank you helen l westberry

Desired outcome: return label to send these trees back and a refund

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7:40 pm EST

Brylane Home Return policy

I ordered blinds and was not satisfied with their fit. Called to get a return label only to be told they will not honor it. There is no writing stating why a shipping label can't be issued. They made me spend over $300 on returning I stead of the 10.99 as stated on their order label. This is by far a big scam/ ripoff. I want my shipping fee back.

Desired outcome: A refund of the shipping cost I spent to send the items back

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Update by Derrick Tucker
Dec 12, 2022 11:43 am EST

Order [protected];Date 11/3/22,I ordered blinds and once receiving the measurements were not accurate and would not fit. Asked for a return label as per invoice paperwork and was told they do not issue return labels. They gave me a reason that was not according to the policy. I had to spend $300 of my own money because of their misrepresentation.

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9:53 am EST

Brylane Home Christmas angel

The angel is very damaged it is really bad the glitter is coming off it is torn the color is coming off it look like someone has had it for years I have contacted the company I was told to get in touch with the claims department I've had him to give me two websites and I still cannot find it I have emailed them I just received it yesterday but I am definitely trying to take pictures so they can see it thanks Eloise Lewis

Desired outcome: Definitely a refund

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Update by Eloise Lewis
Nov 26, 2022 6:39 pm EST

Christmas angel Eloise Lewis

Update by Eloise Lewis
Nov 26, 2022 6:38 pm EST

Christmas angel Hi I left out some of the photos thanks Eloise Lewis

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8:52 am EST

Brylane Home Two lighted pumpkin lamps

I placed an order on November 17th and paid extra for super express shipping. It is now November 23rd and I still have not received the package. All the tracking says it the label has been created. Does not show it has shipped. I called to try and cancel the order and get a refund and they told me they couldn't refund my money until I returned the item. How am I going to return something that I never received?

I guess this was just stolen money. Do not buy from this company, you will not get your item or your money.

Desired outcome: I want a refund and make people aware that this company is a rip off.

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Contact Brylane Home customer service

Phone numbers

+1 (800) 528-5150 +1 (800) 677-0339 More phone numbers

Website

www.brylanehome.com

Most discussed Brylane Home complaints

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