brylanehomeReviews of brylanehome.com

1/5 Stars) - A WARNING: Expect Zero Accountability for Shipping or Service ​I strongly caution anyone considering purchasing from BrylaneHome to expect delays and zero help if anything goes wrong. My experience was defined by an utter lack of empathy and a complete refusal by their customer service team to take responsibility for their own fulfillment process. ​The Problem: Shipping Nightmare ​I ordered new bedding on October 16th. The tracking information has been stalled since October 22nd, showing the item as "out for delivery" but never arriving. As of today, November 5th, the product is still missing. ​The Breakdown: Non-Existent Customer Service ​The real frustration began when I reached out for support. I have called BrylaneHome twice and sent one email. In all cases, the response was a canned, parroting reply that completely neglected the core issue of my missing package. ​Instead of contacting their shipping provider—the company they hired—to initiate a trace or replacement, I was essentially told to call the shipping provider myself and sort out the issue. This is a severe failure to take accountability for their end-to-end service. ​Communication and Empathy Gaps ​There is a strange dynamic where their representatives seem completely oblivious to the breakdown in communication, resulting in a profound lack of empathy. Furthermore, in each call, I encountered a communication gap due to English not being the first language of the representative, which only compounded the stress and prevented a clear, effective resolution. ​Final Caution ​If you are considering buying from BrylaneHome, be prepared for severe frustration. If your order ships correctly, you'll be fine. If your delivery is delayed or lost, you will find that their customer service is quick to negate your issue, slow to respond, and unwilling to perform the basic tasks necessary to resolve a fulfillment error. They will not advocate for you.

***Update: Svpr Michael called back after 1st phone call to agent. Thank you very much for understanding! Brylanehome is processing my credit! ******* This company is horrible to work with. I do not recommend. Had an item on sale for 199.99 and was given a promo code BHEHOME30 which should have given me 50.00 off. They keep telling me the sale price was my discount. PLEASE then why did I add the promo code if its always it this same sale price of 199.99??????

Customer service reps are very rude and unsupportive. I called to ask for help on (what I call fraudulent) late fees on my mother’s order. The first CS rep answered the call and immediately started talking and asking for a credit card on the overdue balance. I didn't even get my question in as to why I was calling. They claim if you mail a check for payment that it will take up to 14 business days for it to process, so if it doesn't process on time, you incur a late fee of $41. And if you don't pay the late fee you incur another late fee. My 87 year old mother, who doesn't use a computer or cell phone, paid by check two weeks before the due date, and this happened to her. They told me she had to pay. Spent an hour on the phone, going from dept to dept only to be told the same thing, that we are responsible. I finally got thru to a rep that at least showed some customer service quality and didn't blame the post office, but helped to settle the dispute in a professional manner. The four people before him were not so unprofessional. Nice job Brylane taking advantage of a senior on a limited income and incurring fees over fees rather than working with the customer. To top it off, they sent her the wrong item to begin with.

I placed an order for a valance. I inadvertently ordered 2 instead of just one. I did a live chat to see if I could change the order sine I placed the order the sane day. I was told "Unfortunately, I am unable to cancel or modify an in-process order. However, you may return it for free and receive a refund." I also noticed on the email confirmation that the order wouldn't be shipped until 1/9/26. I told the CSR that I wouldn't need the item then and that it was ridiculous that you couldn't modify an order that was just placed. When I told the rep I was going to leave a bad review miraculously she was able to cancel my order. I will never order anything from this company again.

I would give it zero stars if it were a choice. I ordered a bedspread with a total cost of $160 08, a month later I have not received it. Tracking with FedEx shows it in Dallas and “undeliverable “ whatever that means. When I called the first time they said I had to wait 21 days after something. It was already 20 days after I ordered it. I just now called again, 32 days after I placed the order and I’m told the supervisor will call me back because the person I talked to can do nothing. It sounded like there was a party going on behind him. I hate being tricked into thinking you are buying from a reputable company.

Ordered a patio umbrella. Received the item and found a small hole in the fabric. I initially asked for compensation and the company wanted to issue me a 10% credit ($8.00). I asked for $20.00. They agreed but wanted to issue me a store credit. After a bit they agreed to refund $20 to my credit card. Shortly after that the crank mechanism broke. The latching mechanism no longer holds the umbrella open. I brought this defect to customer service attention. They will not acknowledge the fact that the patio umbrella is basically junk. I am done with this company.

Almost placed an order for two sets of sheets, until I saw that the shipping charge on my $120 order was a whopping $25. Many firms offer free shipping with $49+ orders. Luckily I cancelled before giving my credit card info.

Horrible customer experience. Unable to cancel an order within minutes of posting. No response to calls and emails. Called twice in the next two weeks, and finally reached customer service. Both times they stated that no order had actually been placed, despite the fact that I got two notices to say the package was on the way. Just this past week, a package arrived with postage due of more than $11.10. Checking my bank account, two weeks ago, they deducted 17.17 from my paypal account. So I now have a pair of sheer drapes I cannot used that have cost me almost $30. Outrageous.