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1.3 13 Reviews

BrandsExclusive Complaints Summary

1 Resolved
12 Unresolved
Our verdict: If considering services from BrandsExclusive with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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BrandsExclusive reviews & complaints 13

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2:21 pm EST

BrandsExclusive my genie x1000 robotic vacuum cleaner

Hello,
I purchased my genie vacumm from brands exclusive website after some consideration. The second day of it working the remote stopped working; the red light would stay on and no buttons would respond. I tried basic trouble shooting but it did not resolve the issue. I emailed bdirect.com as that is where the vacuum was sent from but I have not heard anything from them. I would happily continue using the vacuum if I got a replacement remote, if that is impossible I would like a refund. I am a little disappointed as I have only received top quality items from brands exclusive before. I would like this issue resolved.

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7:24 pm EST
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BrandsExclusive still waiting for someone to respond to my email seeing all the contact numbers are disconnected.

Am still waiting for my purchase to be shipped from Brands Exclusive, Have been promised delivery within 4 weeks. It is impossible to talk to anyone from this retailer. I have attempted to contact the company but keep getting the same generic response via email. (They obviously don't read or care about their customer satisfaction or repeat business.) Very poor indeed. There are better online options out there. Don't even bother with this company, they are amateurs

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1:49 am EDT
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BrandsExclusive duck feather quilt and pillow set

I ordered a duck feather quilt and pillow from you and quite frankly it stinks like nothing on earth! The smell permeated through my house like wildfire. No amount of airing could help it. It is common knowledge that duck feather quilts that smell bad do so because of the poor quality of the quilt and insufficient cleaning of the duck feathers. There is nothing that can be done to take this problem away. And now Brands Exclusive expect me to pay the $40 postage to return it. This is outrageous. Your bad product, your responsibility. Now I can't even get a customer service person to actually take the time to look at this fairly. I have waited over 3 days to get an answer to the online enquiry I submitted and the answer was so unsatisfactory. I asked to be called and no call forthcoming. How frustrating is it that BE doesn't even have a working phone number. The one listed on your website is no longer functioning.
Not good enough BE. I have been a loyal customer since 2010 but after this I will go elsewhere and will tell all my friends to do the same. Word of mouth is a powerful thing!
Yours sincerely.
A very unhappy BE customer.

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Is BrandsExclusive legit?

Our verdict: Complaints Board's thorough examination reveals BrandsExclusive as a legitimate entity with notable strengths. Despite a 7% resolution rate on customer complaints, which invites a closer look, BrandsExclusive stands out for its commitment to quality and security. Clients considering BrandsExclusive should delve into its customer service record to gauge compatibility with their expectations.

BrandsExclusive earns 91% level of Trustworthiness

Perfect Trust Endorsement: BrandsExclusive achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for BrandsExclusive. The company provides a physical address, phone number, and 2 emails, as well as 3 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Brandsexclusive.com.au has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Brandsexclusive.com.au has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.

Brandsexclusive.com.au appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.

However ComplaintsBoard has detected that:

  • While BrandsExclusive has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 7% of 13 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • Brandsexclusive.com.au has relatively low traffic compared to other websites, it could be due to a niche focus, but could also indicate a potential lack of traffic and popularity. The brandsexclusive.com.au may offer a niche product or service that is only of interest to a smaller audience.
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6:03 pm EDT
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BrandsExclusive item arrived broken

I received an item on 20th June 2017 and this arrived broken, after emailing and trying to contact brandsexclusive through their website and not getting any reply at all i submitted a returns request, complete with a photo showing the damaged product and also the packaging it arrived in.
I received a reply on July 4th asking for more photographs etc.
I have not heard a single thing from them since, despite chasing up with tons of emails.
Please can you investigate.
thank you

I can't seem to attach the order confirmation and related emails

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8:43 pm EDT
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BrandsExclusive order from may 2017

"Hi Eleni,
Thank you for contacting us.
Please ignore the previous email I have sent you. I just saw this email!
I have just tried to track order 1000_3130154 and I’ll have to follow this one up. Apologies for this as the tracking isn’t coming "

No they will not find a tracking numbers because the last email said they were still waiting for the items to arrive from supplier, which were ordered from supplier on the 24/5!

Support Agent name can be provided privately if needed.

I have been chasing this order up for over one month, when I finally do get a response it is unhelpful and wrong. No one seems to know where my items are for this order. emails are only answered once a week if I'm lucky.
I am beyond exasperated and you cannot speak to anyone on the phone and their customers support, is overseas. Im tearing my hair out trying to get some answers!

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12:14 pm EDT

BrandsExclusive knitted garment

I purchased a knitted garment. After 3 months I contacted B. E. they informed me the garment was not available and that they will refund the $100 I have paid. three weeks later I am still waiting for the refund.Brands Exclusive does not care about providing decent customer services. They are thieves and take advantage of their position online where customers cannot see them and get satisfactory results. I am very disappointed and never will buy from this Company again. They don't disclose the origin of the products before we buy and then blame the provider for the lack of delivery and in the meantime they keep the money the customer has paid. they have no moral values and don't care to provide a decent service. I will contact the ACCC and report them for unfair trading.

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7:45 pm EDT

BrandsExclusive brandsexclusive.co.nz

To whom it may concern

I purchased a pair of boots at a cost of $84.95 from brandsexclusive.co.nz on the 2/4/2017 order number 1000_2971845, when they arrived I found the heel was to tight, I asked to return these and was given approval, I was advised that I could return these to an Australian address at my own cost so I sent approximately 3-5 requests for an NZ address as the cost of postage was prohibitive with absolutely no reply (these were done through the website and on emails to the customer service I have copied some of the emails below) I thought that was pretty poor but decided that I would just go ahead and return the boots as they were not fit for purpose.

I sent these back on the 26/5/2017 at a cost of $18.93 (i still have the receipt and have confirmed they were delivered approx 5 days later, I have since had absolutely no feedback despite making many attempts to get a refund or credit

I would Like to have some action around this and receive compensation for my time and postage as well I would be accept a credit if that was what was most advantageous to me for this complete lack of customer service

If you would like to discuss this you can email me on [protected]@gmail.com or call me on [protected]

Kind regards

Kirstien

Email trail

Dear Kirstien Taylor,

Thank you for your email.

We are sorry to hear that you would like to return the item you purchased on our website:

Product Quantity Unit price
Tony Bianco | Harry | Chocolate
Tony Bianco | Harry | Chocolate
Size:AU 7.5 1 $84.95
Discount $28.70
Total $56.25

Parcel Number: 1000_2971845

Brands ExclusiveNZ is committed to customer satisfaction, therefore we are happy to accept your return and issue a store credit.

---------------------------------------CUT HERE -------ONLY SEND BELOW------------------------------------------------------------

Your return number is RA: 1140731

To return your item(s), please follow these simple steps:

1. Print this section and enclose it with your order so that we can process your store credit as quickly as possible for you.

2. Ensure your item(s) are returned to the address below within the next 7 days to allow for transit time:

Brands ExclusiveNZ Member Returns
Unit C-2
3-29 Birnie Ave
Lidcombe, NSW, 2141

3. Choose between the following return methods:

a) Post Office: Take your parcel to any post office and return it using a traceable service. Please remember to hold onto your tracking number for reference. Costs will vary depending on your location and the weight of your parcel;

or

b) ParcelPoint (Available only for some locations within VIC, NSW, QLD, Perth and Adelaide): A traceable returns service available at hundreds of local stores, open seven days a week until late for your convenience. As the costs and locations vary depending on state please visit http://parcelpoint.com.au/brandsexclusive/return/method to see the current rates. Should you wish to print a shipping label and book a return please visit: http://parcelpoint.com.au/brandsexclusive

Please note, the ParcelPoint service is able to be used to send parcels which:
- have a maximum weight of 10kg; and
- are a maximum size of 120cm total linear dimension (sum of length, height and width)

Return Authorisation Number: 1140731
Parcel Number: 1000_2971845

---------------------------------------CUT HERE -------ONLY SEND ABOVE------------------------------------------------------------

We thank you for your cooperation and patience during this process.

For further details regarding what is accepted as a return, please refer to our Return Policy.

Please note:

• A store credit is only able to be processed if the item and packaging is in new condition and received within seven days of this email.

• If the parcel is returned outside of the given period or not in original condition as described above, Brands ExclusiveNZ reserves the right to refuse the parcel and return it to the sender.

• Please be aware that all costs and risks related to returning a parcel are the sender’s responsibility.

• At the end of this email is a slip that must be included in your parcel, this will help us identify your return and process it with efficiency. Please circle the reason for return. Please note that this is not a postage paid slip.

Kind Regards

sisilia
Brands ExclusiveNZ Customer Support Team
___________________________________________________________________________
Return Authorisation Number: 1140731
Parcel Number: 1000_2971845
Reason for Return (Please circle): Damaged Faulty Mispick Change of Mind

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4:06 am EDT
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BrandsExclusive royal polo cup women order [protected]

I had sent return request about Royal Polo items I bought for my sister and I have just received an email telling me that my return request has been declined.Even though there was photographic evidence of the faulty stitching. In the email that was sent back they said " the missing stitching you're describing here is a design feature of the t shirts, which is why all 5 of the shirts you have received have this feature" but six t shirts were ordered, the medium shirt had no problem with the stitching. And in my reply I clearly stated that the stitches were missing are on the seam and hemming, so the fact that a reply was sent saying that "it is a design feature" but it was not advertised on the page is not correct

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10:47 pm EDT

BrandsExclusive return request - 1000_3172449 case number #1723895

I have sent a couple of emails regarding the return of Zensu Morgan
Camel/black flat shoes Item No.5254. I have been waiting for days for a response to my email requesting instructions on how to return this item. The phone number is non existent as I wanted to ask only what is required to send item back. The shoes did not fit. If customer service could kindly tell me where to send the shoes and give me some labels I could finalise the transaction. I wrote to brands exclusive on 18/6/17 requesting a return. The only information I have received is that my return request has been received for the 2nd time on 20th June and that the message was sent to [protected]@gmail.com in reference to Case #1723895.
Can you please clarify
Thanks
Lynette Davies

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Hollypopage
, NZ
Jun 28, 2017 9:40 pm EDT
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Hi Lyne, I'm having a similar issue. I requested to return a pair of shoes that were way too small. I followed the instructions on the website and received a returns slip with RA Number. I spent $35 to send them back and they were received and signed for by Brands Exclusive on the 9th of June. I have emailed them over 6 times, via their support email, via their "contact us" on the website and their FB page. I have not received a single response or any further information on my credit. I'm inclined to believe that I won't see any money or store credit updated on my account. I definitely won't be purchasing anything from this company again. They either have incredibly incompetent customer service staff, or they have absolutely no intention of refunding any returned products.

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8:50 pm EDT
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BrandsExclusive watch

I bought a watch from Brands Exclusive more than 8 weeks ago. And they even gave me a false tracking number.

Tried emailing, messages through Facebook, they know they are at fault so they don't respond. They ignore all your correspondence or keep you waiting as they look in to it forever hoping the customer will give up.

I will never ever purchase anything from Brands exclusive. Useless customer service and they don't care. None of my friends buy from them anymore. I do a lot of online shopping from different websites and Brands Exclusive has the worse customer service. They steal your money.

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4:34 pm EDT

BrandsExclusive received wrong size shoes but refund only for product

i was worried with shoes that not fit so ordered the shoes advertised Aus 6 which was my size. Received the shoes on which one inside and one outside soles said 225. Shoes didn't fit too small. Looked up and their website sizing said 225 is Aus 5.5. Complaint sent but took over one week to reply and accepted responsibility . Problem is shoes worth $39 but they refused to refund freight. So I ended up paying $20 for 2 freights while fault was theirs. I am going to close the account after this . They started online shopping business and I have been customer for long term but now stingy customer service is lacking behind all other online sites that give better return policies.

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5:12 am EDT

BrandsExclusive very unprofessional customer support

Wanted to return some items that I received from BrandsExclusive and was not able to contact their customer service. I could not find their phone number so I emailed several times but no one ever replied.
Then I went to their Facebook page and left few messages there and finally someone answered. They said that they were not able to refund my money and offered me a store credit.
Since there was no other option I agreed but never received my credit.
Their customer service seemed nice, they were very polite and it seemed like they really wanted to help.
Not the worst company, but they are very unprofessional.

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Eleni48
, AU
Jul 11, 2017 8:45 pm EDT
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customer service people are clueless, this is what happens when you CS are overseas and not in Australia!

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smc194
, US
Jun 13, 2016 6:04 pm EDT
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I have ordered from BE a few times. When you get what you ordered in the time frame and at the discount they sell it at, it's great. But when you don't get your items at all, then you have to deal with customer support, who come across as unprofessional and incompetent, at processing the whole of the refund and in a timely manner.

I ordered in Mid-April. By late May when the order hadn't arrived, i followed up and was advised that presumably the order had been lost (because without tracking numbers, who knows where it went). I was "unlucky =(" (the customer service person called me unlucky and used the smiley face in our emails).

Then began a chain of emails trying to get my money back. BE agreed to refund. But they couldn't manage to grasp that all items of the order required refunding. I gave them one item number when i originally contacted, and that one item was refunded. Then i realised and queried how they didn't pick up the whole order when processing my query/complaint/refund. I ordered 6 items in one order. They were paid for all together. Presumably they would have all been sent together. But somehow this eluded the customer service person. I had to spell out each item number in the order.

So i quickly replied with all of the order numbers. I provided them twice in 2 consecutive emails. To date, i have received a refund for 2 of 6 items, totalling about $40, of a $130 order. Now, I am having to chase them up again for them to process the refund of the other 4 so i can finally get my money back (they are so quick to take your money, not so quick to give it back) and put this behind me. I will never ever ever order from Brandsexclusive again, out of fear that my order will go missing and i will have to go through this again.

If you buy online from normal websites (myer, ebay, theiconic, asos), you get the product you ordered - because it's in stock and because they track their orders. You also get the item within a week or so. Brandsexclusive and Buyinvite (and probably other sites i have not used, and will not use because of this experience), work differently, and it is incredibly unreliable... and it's so frustrating when they lose your order (you're disappointed that after 6 weeks and handing over your money you don't have anything to show for it and then you have to work so hard to get your money back and try find something to similar to what you had tried to purchase via Brandsexclusive).

Don't do it. Seriously, the discounts can't be worth it.

ComplaintsBoard
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7:05 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

BrandsExclusive c****y returns policy

I recently purchased 2 bras that when they arrived are ugly and do not fit.
I have asked to return them but am told that thy do not accept returns on 'intimates' and that I should have checked their returns policy (This is not clearly mentioned where you make the order byt the way so until you want to return them you do not know!)

I am now out of pocket for something I can not use.

STEER WELL CLEAR of Brands Exclusive

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Donna Church
, AU
Aug 29, 2018 5:09 am EDT
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I purchases a pair of Sea folly costumes on the 22.01/2018 and haven't received them yet. I would like to know when they will arrive

Donna Church

B
B
Brands Exclusive
, AU
Aug 20, 2018 11:25 pm EDT

Hi
J was given store credits a few months ago but when I tried to use them Icould not find them in my account

Can you please check

Chat number is 1000_3736731

I AKSO TRIED CALLING THEM BUG THEIR PHONE NUMBER IS INCOMPLETE.

PLEASE CHECK And GET BACK TO ME ASAP

Thanks
Jan
[protected]

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Phone number

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Website

www.brandsexclusive.com.au

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