Anonymous

Scammers! Refuse to refund!

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Ordered a bra did not fit. Bra was only out of package long enough to try on, did not fit, put back in package(in same condition as I receieved it) and sent it back. Got an email saying it could not be returned because of lint. Refuse to give refund so they not only have the bra back but they also have my money. Offered to give store credit, why would I want store credit, never shopping there again ever. What a joke! This company is nothing but a bunch of scammers! Don’t ever buy from them!
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Reason of review:
Return, Exchange or Cancellation Policy
2 comments
Brayola

Hi there,

We are so sorry to hear this. Our return policy does allow you to return items that are tried on.

However, we cannot accept items that have been worn, used, washed, or have visible stains and/or odors.

The items must be returned in the original packaging with the tags still attached.

Given the intimate nature of our items, we can refuse an item that does not meet hygiene and health regulations.

To read more about our return policy, click here: https://shop.brayola.com/pages/returns

Please give us a call at 844-443-5021 or email us at support@brayola.com so we can assist you directly. Sincerely, The Brayola Customer Service Team

Brayola
reply icon Replying to comment of Brayola

Hi !We haven't heard back from you, and I wanted to reach out and say Thank You! Your review (and others) have helped us to look at our return policy and make some changes (yay!)I would love to invite you to come back and try us again (with a little goodwill along the way!) Email me at fiona@brayola.com so i can help make your second shopping experience, what it should have been first time round!Looking forward to hearing from you!

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Anonymous

$6 Label fee not disclosed

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Brayola - $6 Label fee not disclosed

I purchased a bra and paid S & H. It arrived with the a "returns procedure" in the package which instructs you to go to their returns website, "select the items you want to return", "get a refund confirmation" and "send it off when you can".

I went the returns link through my phone- https://returns.brayola.com/, entered my information and it said my order could not be found. Order No.: 403888 I had to call customer service, who generated a return label and emailed it to me. I placed the confirmed return label on the package. I inquired how the refund would be issued only to learn they were going to charge $6 label fee and subtract it from refund.

I disputed this charge on the phone and through several emails since it was not disclosed in their written return procedure which clearly tells you to download their label for the return. They keep referring me to a website that I've never accessed about a $6 label fee .

If anyone else has this problem, please join me in reporting this deceptive behavior to the FTC and your state's attorney general. They need to properly disclose these charges and advise consumers of an alternative way to return the item without an incurring an undisclosed $6 charge.

View full review
Loss:
$6
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund and I want Brayola to fully disclose their return policy includes a $6 label fee, and provide an alternative return method without using their ridiculous $6 label to return the item

1 comment
Brayola

Hi there,We apologize for the delay in response. We are sorry to hear that you feel so strongly about the $6 return fee. In all of our correspondence online we do state there is a $6 return fee.You are right though, someone should have let you know when emailing the return label out to you, about this fee.If there is anything more we can do to help you, please reach out to us at support@brayola.com

Anonymous

DON'T SHOP at BRAYOLA

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I ordered three racer-back bras. When I tried one on (after a shower, mind you) sizing was so bad that I couldn't get it around to fasten it at the front.

Since there was a second identical style, I didn't even bother trying it on. I returned two of the three bras. A month and a half later, noticing I hadn't gotten a refund, I contacted them. Classic response: "We are sorry in the delay on your refund.

You were refunded for the black bra (NOT TRUE - see below) but the champagne shimmer came back with deodorant marks. We can offer you a store credit for the item that was not refunded." This was followed by an email issuing the refund for the ONE bra. I protested the "deodorant marks" BS explaining I had just showered -- to no avail. They issued store credit for the other one.

I am dismayed. Now I have credit at a store where I cannot trust the customer service, so will not use. On top of all that, the one bra I kept I have only warn twice.

IT IS SO UNCOMFORTABLE, I cannot wait to get home from work to remove it! Needless to say, I am not happy and will never shop there again.

View full review
Loss:
$38
Cons:
  • Return policy is bogus
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

1 comment
Brayola

Hi there,

We are so sorry to hear how upset you are regarding this.

In order for me to help you out, please can i take a few details?

1. Your order number / or Name you placed the order with.

2. Do you remember which representative you spoke to?

3. Has anyone followed up with you to resolve this issue?

Thank you so much for your time and patience. Fiona Brayola Customer Service Manager

Anonymous

Do not shop here!!!

I ordered a bra, it did not fit, in fact I could not get the clasp together to even try to hook it. I took it off immediately put it back in the bag and mailed it the next morning to them.

After several weeks of not hearing from them, I e-mailed them as to why I had not gotten credit. They did return e-mail promptly and it said that I would not get a refund as it had a scent......(if I would have tried it on in the store, it would have been the same!!) I called and ask them and they said no refund, I said than sent the bra back and they said no, so I said you are keeping the bra and my money, and then she said that she could give me a one time store gift card.

I had to try to find something else (not a bra for sure). I will not be doing any business with them in the future....

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Reason of review:
Return, Exchange or Cancellation Policy
2 comments
Brayola

Hi,It looks like this issue is still open and we would love to get it resolved. Since this comment, we have now changed our policy (yay!) so the experience you had first time, should not happen again!Due to this, i would love to invite you to come back and shop with us! Please email me directly, as we would like to help with your second purchase, and ensure you have only the best experience!Please email me fiona@brayola.com.Looking forward to hearing from you.

Brayola

Hi,

We are so sorry to hear that the bras you ordered didn't fit. Unfortunately, one of the challenges of bra shopping is that different brands have different fits, and we cannot (nor can any other bra shop) guarantee they will all fit the same.

Our return policy DOES allow you to return items that are tried on.

However, we cannot accept items that have been worn, used, washed, or have visible stains and/or odors.

The items must be returned in the original packaging with the tags still attached.

Given the intimate nature of our items, we can refuse an item that does not meet hygiene and health regulations.

To read more about our return policy, click here: https://shop.brayola.com/pages/returns Please give us a call at 844-443-5021 or email us at support@brayola.com so we can assist you directly. , The Brayola Customer Service Team

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Anonymous

Crap service, crap product, no refund!

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I placed an order for two bras. Neither one fit and they were returned within a day of receipt, using the label provided.

Tracking on the Brayola site and USPS showed them received and when I inquired, after a week, I was initially met with "show me proof", which I promptly did...Oh, there it is! When I asked about the refund, I was told it would be 7-10 days to "review", even though the site said it had been processed. After the ten days, I got PayPal involved, just for reinforcement. When I again inquired about my refund I was told they couldn't do anything because I got PayPal involved.

Meanwhile, PayPal never got a response from them on my inquiry either. This email was the last response...my return was received by them on 11/13: "Latoya Pickens (Brayola) Dec 1, 10:25 AM EST Hi Lisa, I do see that we have received your order and processed the return. Unfortunately, since you have gotten paypal involved I will not be able to issue the refund until they have handled the matter. I do apologize for any inconvenience this has caused you and hope that the issue gets resolved soon.

If there's anything else that I can do to assist you please let me know! Customer Service Representative Latoya" Thank goodness for PayPal protection, so I got a refund but not from Brayola. This company is shady, customer service, I think, is one woman using a bunch of different names in her email and the bras look like they were seconds to begin with.

Don't order from them but if you do, use PayPal so you are protected! I wish there was a way to attach pdf files to this...the email exchange is 15 pages long but I cannot attach it!

View full review
Loss:
$59
Cons:
  • Entire process felt shady from the time my payment processed
Reason of review:
Poor customer service

Preferred solution: I am working with PayPal on a refund. I just want to warn others about this company

1 comment
Brayola

Hi Lisa,

We are so sorry you feel this way.

Once we have received the return, we do ask for 10 business days for us to process this, as all the items need to be checked by our team for signs of wear, or use as we only accept new pristine condition items.

We are sorry that you were not happy with the items you purchased and we would love to help you find something you’ll love.

Please give us a call at 844-443-5021 or email us at support@brayola.com so we can assist you directly.

Sincerely,

The Brayola Customer Service Team.

Anonymous

Horrible customer service

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I purchased two bras from brayola for the first time. Purchased the size I am with every bra I purchase at other stores.

They didn't fit, so I set up a return. I don't have a printer.. asked if they could print a label for me and mail it and they couldn't because they are a paperless company?! Wtf is that?!

Then I go to someone's house to print out the piece of paper which allows me to make my return... and when I get the refund, they deduct the $6 because I used their label?! What kind of business is this?! Dissatisfied customer and then you charge them to return the items that didn't fit properly?!

I'll never buy from them again or recommend them!

And funny to now see all the unhappy customers ... wish I had known before so I would've saved $15-16 for getting nothing (shipping charges in total)

View full review
Reason of review:
Return, Exchange or Cancellation Policy
1 comment
Brayola

Hi there,

We are so sorry to hear that the bras you ordered didn't fit. Unfortunately, one of the challenges of bra shopping is that different brands have different fits, and we cannot (nor can any other bra shop) guarantee they will all fit the same.

Brayola’s goal is to make bra shopping as easy as possible.

Our Bra Recommendation Engine was designed to help you find the perfect size and fit across brands. Were you able to give our algorithm a try before you purchased?

We do have a $6 return fee, as stated in our return policy, but we do offer free shipping on orders over $80.

We are sorry that you were not happy with the items you purchased and we would love to help you find something you’ll love.

Please give us a call at 844-443-5021 or email us at support@brayola.com so we can assist you directly.

Sincerely, The Brayola Customer Service Team

Anonymous

Hate this company

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buyer beware, these are scammers!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! they quality was terrible, the customer service was terrible they hide the "no return" clauses and they will not give you your money back, this company is HORRIBLE. Save your money and go elsewhere, you will be grateful that you didn't have to deal with returns and trying to get your money back, I have never recieved such garbage in my life, the bras are the absolutely the wort pieces of crap I have ever seen. Please beware and don't get fooled by the pictures of the air brushed models and the pictures. this company sucks buyer beware, these are scammers!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! they quality was terrible, the customer service was terrible they hide the "no return" clauses and they will not give you your money back, this company is HORRIBLE. Save your money and go elsewhere, you will be grateful that you didn't have to deal with returns and trying to get your money back, I have never recieved such garbage in my life, the bras are the absolutely the wort pieces of crap I have ever seen. Please beware and don't get fooled by the pictures of the air brushed models and the pictures. this company sucks
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1 comment
Brayola

Unfortunately this reviewer didn't leave any details that would could contact them back and help them out :(

At Brayola, we work hard to keep our customers happy by providing the very best products from top-rated brands. If you're not 100% satisfied with your purchase, we will gladly accept returns of items that are unworn, unwashed, and with their original tags and/or packaging within 30 days of delivery.

In order to receive a full refund, we ask that your returned items be intact and free of any signs of wear. If you return your items after the 30-day window of time, store credit will be issued in place of a refund. We reserve the right to refuse a refund if the conditions of the items are not satisfactory.

Brayola is a marketplace, and all of our products come directly from the brands, along with all of the marketing images. We are sorry to hear that the airbrushed models have offended this customer, and we will do everything we can to communicate this with the brands.

This customer is quick to call us "scammers", but we have no way of being able to correct her opinion of us. If you have any questions reading this, we would really really love to hear from you.

Please call us on 844-443-5021 or email us on support@brayola.com

Thank you for taking the time to read this. Brayola xoxo

Anonymous

The Worst Online Shopping Experience EVER!

After placing an order, it took Brayola about 7 weeks to finally respond to my several emails to inquire as to why I hadn't yet received my order. Come to find that the bras I ordered were no longer available via Hanes. I didn't repeatedly reach out they probably would never have refunded my money. Too long a story to write what their excuse was. They simply just said, "we didn't realize that Hanes was unable to fulfill my order". Gee, and I thought that I was doing business with Brayola, NOT Hanes."!! They just kept saying that over and over again. DON'T EVER ORDER ANYTHING FROM BRAYOLA.COM, EVER!!!!!
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Reason of review:
Order processing issue
2 comments
Guest

I too have issues with the return policy. I wish I had read the reviews before I ordered.

Total BS about the bra I returned having "AN ODER" I put it on, took it off, replaced it in the bag it came in and went to the website for the order return label. Now I see MOST OF THE REFUSAL REASONS ARE THE SAME....WHAT A SCAM.

I CALLED MY CC CARD COMPANY, TOLD THEM OF THE PROBLEM, THEY ,THE CC CO, GAVE ME A FULL REFUND! THEY WILL DEAL WITH BRAYOLA DIRECTLY.

Brayola
reply icon Replying to comment of Guest-1419765

Hi Glogria,

We are sorry to hear this. Our return policy does say that if the returned items are not returned in the condition they were sent out in, Brayola reserve the right to refuse a refund.

This can be found here-->https://help.brayola.com/hc/en-us/articles/115002394329-What-is-Brayola-s-return-policy-

If you have any questions, please don't hesitate to get in touch.

Brayola Customer Service

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Anonymous

Brayola is a complete disgrace.

This is not a legitimate business. I bought one bra. The shipping/ handling charges were not disclosed in advance and were excessive. The bra arrived; when I saw it I knew it would not fit. I requested return; they suggested I use their mailing label. After printing it, and putting it on the package, they charged $6 for it! I waited for the return to post and requested my refund. They said the bra had been worn. Not remotely true!! No refund! Thieves and liars. Beware!!!!!
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Reason of review:
Return, Exchange or Cancellation Policy
2 comments
Brayola

Hi, We still haven't heard back from you... or if you called in, maybe you didn't quote that you wrote a review on this site. Anyway we really want to ensure you have only the best shopping experience with Brayola.I would love if you would try us again (with a little help from us this time) so you can see the improvements we've made, and get the experience you should have had first time!Please contact me directly at fiona@brayola.com, to make this happen!Looking forward to hearing from you : )

Brayola

Hi,

We are sorry to hear this.

We do have a $6 return fee, as stated in our return policy, but we do offer free shipping on orders over $80.

All our shipping and handling fees can be seen here--> https://shop.brayola.com/pages/free-shipping.

If ever in doubt our support bubble is accessible 24/7 with customer service representatives, or FAQ's to answer any questions (found in the bottom right corner).

Our return policy does allow you to return items that are tried on. However, we cannot accept items that have been worn, used, washed, or have visible stains and/or odors.

The items must be returned in the original packaging with the tags still attached.

Given the intimate nature of our items, we can refuse an item that does not meet hygiene and health regulations.

To read more about our return policy, click here: https://shop.brayola.com/pages/returns Please give us a call at 844-443-5021 or email us at support@brayola.com so we can assist you directly. Sincerely, The Brayola Customer Service Team

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Anonymous

Return caution

I bought 2 bras and returned cause they didn't fit and they only refunded one because I tried on the other one. So be very careful when you purchase from them because if you try it on you will not get your full money back. Will never order from this company again.

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2 comments
Channing Hkr

Something similar just happened to me. I ordered 3 bras and 2 did not fit.

One was damaged and the other 2 did not fit. 2 of the bras arrived with no original tags. When I returned the ones that did not fit, which was never warn beacuse it was so small I could not even put it on they said I returned it in less than pristine condition and kept some of my monies. This company is a liar and terrible!!!

What they do is criminal.

Buyer beware!!! I returned the bra in the same condition it arrived.

Brayola

Hi there,

We are so sorry to hear this. Our return policy DOES allow you to return items that are tried on.

However, we cannot accept items that have been worn, used, washed, or have visible stains and/or odors.

The items must be returned in the original packaging with the tags still attached.

Given the intimate nature of our items, we can refuse an item that does not meet hygiene and health regulations.

To read more about our return policy, click here: https://shop.brayola.com/pages/returns

Please give us a call at 844-443-5021 or email us at support@brayola.com so we can assist you directly. Sincerely, The Brayola Customer Service Team

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Anonymous

Didn't fit, no refund, out $28

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I ordered from Brayola for the first time. That was a mistake. I guess I was expecting a positive experience. Had I known that these bras were non refundable, I obviously would not have ordered them. I guess I lucked out that one was out of stock. They are not going to send that one and I am supposedly getting a refund for that one. Thank you Brayola!! I can not get a refund on the other one since it was a sale item. I would not shop there again. It was like throwing money in the garbage and I still have no bra. They would not even give me a credit if I sent it back. Don't do it!! Cheryl L
View full review
Loss:
$28
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

1 comment
Brayola

Hi Cheryl,

We are so sorry to hear this. Our return policy DOES allow you to return items that are on sale, ALL except ones that are FINAL SALE (as shown when you checkout).

However, we cannot accept items that have been worn, used, washed, or have visible stains and/or odors.

The items must be returned in the original packaging with the tags still attached.

Given the intimate nature of our items, we can refuse an item that does not meet hygiene and health regulations.

To read more about our return policy, click here: https://shop.brayola.com/pages/returns

Please give us a call at 844-443-5021 or email us at support@brayola.com so we can assist you directly. Sincerely, The Brayola Customer Service Team

Anonymous

Horrible customer service

I placed an order on November 18, 2017. It was supposed to be received in 5 to 9 days. Well today is December 1st and still not received. I have called three times. The first time I called I was told to call back on Dec 1st if I had not received my order and they would send again Priority mail Well today, I called and now I was told I would have to wait until Dec 6th and call back and then they would send priority mail. I was also told that I would receive an email from them after they researched why I had not received my order. No email. Thus 3rd phone call. Buyers BEWARE
View full review
Loss:
$50
Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

1 comment
Brayola

Hi there,Apologies for not responding to this post.If you could please email me directly (fiona@brayola.com) and we can resolve this, and make you a happy customer, once again!Thanks in advance.

Kiah Klx

Not Happy

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Web site is misleading free shipping does not apply to all orders. I ordered the same bra I have at home and it didn't fit. Maybe inferior products. Did not receive a complete refund. Took five more dollars from me to return the purchase. I won't be using this site again. {{Redacted}}
View full review
Loss:
$5
Cons:
  • Refund policy
  • Size difference in brands
  • Customer service
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Let the company propose a solution

1 comment
Brayola

Hi Connie,

We are so sorry to hear that the bras you ordered didn't fit. Unfortunately, one of the challenges of bra shopping is that different brands have different fits, and we cannot (nor can any other bra shop) guarantee they will all fit the same.

Brayola’s goal is to make bra shopping as easy as possible. Our Bra Recommendation Engine was designed to help you find the perfect size and fit across brands. Were you able to give our algorithm a try before you purchased?

We do have a $6 return fee, as stated in our return policy, but we do offer free shipping on orders over $80.

We are sorry that you were not happy with the items you purchased and we would love to help you find something you’ll love.

Please give us a call at 844-443-5021 or email us at support@brayola.com so we can assist you directly.

Sincerely, The Brayola Customer Service Team

Anonymous

Dissatisfied!!

Want to return bra but unable to print return label. This causes extra trip to the postoffice.

The extra charge of "restocking"us rediculous! I will not be shopping on-line again. Costs more $ than actually going to the store. Very upset.

I now have an expensive bra which I can not wear. Thank you!

View full review
Reason of review:
Return, Exchange or Cancellation Policy
1 comment
Brayola

Hi,

We are so sorry to hear that the bras you ordered didn't fit. Unfortunately, one of the challenges of bra shopping is that different brands have different fits, and we cannot (nor can any other bra shop) guarantee they will all fit the same.

Brayola’s goal is to make bra shopping as easy as possible.

Our Bra Recommendation Engine was designed to help you find the perfect size and fit across brands. Were you able to give our algorithm a try before you purchased?

We do have a $6 return fee (which is the label cost), as stated in our return policy, but we do offer free shipping on orders over $80.

We are sorry that you were not happy with the items you

purchased and we would love to help you find something you’ll love.

Please give us a call at 844-443-5021 or email us at support@brayola.com so we can assist you directly. Sincerely, The Brayola Customer Service Team

Anonymous

How and where do I leave a review for their company

I'm having the worst experience with them right now. I paid for priority shipping and 3 days later they still didn't get anything out so I know it won't come in the time I need. After contacting them they said one of my items was back ordered and that their system doesn't notify the customer when that happens. Okay. When I asked to be refunded the extra shipping I paid they wouldn't. Then I asked to cancel the whole order since again, nothing shipped to me as of yet. Then they refunded me the backordered item only and now we are arguing back and forth about what the 4th actual business day is from my order. I'm not normally like this but I specifically paid extra for the priority shipping and so expected the order to be filled quickly. My communications with them have not been pleasant so I'm wondering when I search them on google why they have such an excellent rating.
View full review
Reason of review:
Order processing issue
1 comment
Brayola

Hi there,We are so sorry for the late response. If you could directly email me (fiona@brayola.com) your order details we can look into it and find out which agent you spoke to, and how we can make sure that this never happens again.I do realize that this incident happened 5 months ago, however we really want to ensure this never happens again.Thank you in advance.

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