The etailer has been inundated with complaints on Twitter and Facebook and it is understood chief executive Rob Feldmann has been trying to contact the worst affected customers in person.
But customers complained repeatedly that they could not get through to the firm on its customer service phone lines. At least 20,000 customers have been affected and those who have been in contact with the firm are being offered a £25 gift voucher and a personal apology from Feldmann.
One shopper, Jayne Lloyd, complained on December 2 on Facebook that she had waited 35 days for an order that was supposed to take 14-21 days to arrive. Meanwhile, shopper Nicola Jenkins was told today following a complaint she made on Twitter on December 12th about items missing from an order would not be dispatched until Friday - making it unlikely the package would arrive before Christmas.
Another, James Clough, said on Friday: 'Any ideas when I might expect [my order?]. If not soon then I want a full refund like so many others shame on you lost the plot on your business [sic].'
Others were told that their items were now out of stock after weeks of waiting.
The disaster is understood to have stemmed from a delay in processing orders after BrandAlley.co.uk switched to a new online platform in October. The new platform has been designed to allow the company to launch country specific websites and make faster deliveries in the UK.
This week BrandAlley was still processing the backlog of complaints.
A typical conversation with the company on Twitter, which showed up some cracks in its customer service plan even after weeks of complaints. read:
@RachaelSelina: @BrandAlleyUK RIGHT, I HAVE DM'D YOU MY ORDER DETAILS OVER 24 HOURS AGO _ TELL ME WHERE MY ORDER IS!!!!!! IT@S BEEN OVER A MONTH!!!!!!!!
@BrandAlleyUK: @RachaelSelina If there's another item you'd like in its place let us know and we'll apply a small gesture of apology off this item
@RachaelSelina: @BrandAlleyUK No thank you, I don't wish to order anything else & do not wish to shop with you again. Just the refund will suffice.
@BrandAlleyUK: @RachaelSelina We're in the dog house and rightly so Rachael. If you change your mind in the new year, our offer still stands.
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