BYLT Basics HQ — Attraction in Irvine

Worst customer service I've ever experienced (by a long shot).

I've reached out many times to customer service regarding a website-checkout error that I have ran into along with several friends of mine who also tried purchasing items from them. Their customer service has been completely unresponsive. I've sent numerous emails/inquiries over the course of months to try and get this resolved through multiple methods as well (chat, email, customer service submission form, etc), and I have never received a response. It's a shame, because I do love their clothes since their quality is great. However, their customer service is nowhere near good quality; it's nonexistent.

Update on 9/29/23. If you are experiencing any issue with this company, a one-star review here seems to be the only way to get their attention, so I suggest doing it. Since leaving my one-star review, a company rep finally reached out to me (this took over a year since my initial email). She "submitted my information for review" on 9/7/23. Now as of three weeks later there hasn't been any updates. I reached back out to them today, so we'll see.

Also, I don't think I mentioned in my initial review that when I submitted my 1-star review here, I also submitted a single 1-star review for a product I purchased on their website. After submitting, it is clear that they do not display all the reviews their products receive. They filter what gets displayed and currently only 5-star reviews are listed. The single 1-star review I've left is not displayed, nor have I found any bad review on any of their products. A popular t-shirt of theirs as 9,000+ reviews and all are 5 stars, which is a clear indication of review filtering. This practice is highly unethical and actually illegal under the customer review fairness act. As everyone can see here in google reviews - this is the only list of reviews that has any 4-star reviews or under, because it isn't filtered. It's also clear to me that since my review and the other negative reviews, that BYLT filled it with several phony 5-star reviews. There were about 10 reviews (average rating around a 2) when I made my initial review and now there's over a hundred reviews with an average rating of 4.3. Good reviewers won't seek out the business HQ on google to leave a product review.

Update 11/11/2023. As I have been doing, I've continued to reach out to them, sending a short and polite email 1, sometimes up to 2, times a month asking for an update. Again, no response from anyone, not even a "we're working on it', just complete silence.

Update 7/8/2024 What makes me the most annoyed/frustrated is that BYLT is clearly putting in so much effort in masking negative reviewers instead of putting that same amount of effort (or any at all) into addressing their pitfalls in management. My issue still isn't resolved as of now. As soon as I check out, it automatically cancels my order. This should take 48 hours for an IT hire to solve, if that. Their practice is simply unethical: they filter reviews and according to others they delete any negative comments on their social media posts. They hold no ownership. And for those wondering, I try to order probably once or twice a year since their ads pop-up every now and then for me and I know the quality is good. It is just that anytime I go to check-out, all of this still isn't resolved which is simply frustrating, and the complete lack of responses entirely is beyond rude.

Long story short: Products are great, company as an entity is not. I would not be surprised if product quality drops randomly in the future given the abhorrent management of customer service. That is bound to spread to other areas of management. Either management has to improve, or quality will unexpectedly drop, one...

Great products; however considering that they do a significant amount of business through Instagram, their hidden return/exchange policy should be clear and upfront. The only reason I'm not giving them 5 stars is the IG return policy.

My multiple experiences with BYLT Basics have been great, but I recently received a few pants (advertised as a size 32) that didn't fit and tried to return them it was a H-A-S-S-L-E. At the time of this review the written return policy on their IG shop allows for returns within 30 days and doesn't expand upon any IG exceptions; however, when trying to return my oversized pants I received a pop notifying me that items purchased on IG/Meta were not allowed to be returned or exchanged. Again, even when clicking through all of the details on their IG linked shop page, that is not written, listed or even slightly suggested.

Mistakes happen, and sizes can vary, although the variations between their their Kinetic 1.0 vs 2.0 and Tech Denim seem to be vast. Ultimately though it's not about being mistake-free; it's about the recovery, and BYLT Basics is one of those modern, forward-thinking companies that seem to dissuade live human interaction and doesn't make it easy to reach anyone to initiate a recovery, especially when a customer collides with a bad policy like no returns or exchanges for products purchased through one of the popular social channels. So their options allow you to either choose email for a 2-3 day response time (at least they tell you upfront) or choose chat, which requires you to first sift through all of their pre-programed FAQs and pre-written solutions.

When posting on their IG page my comments were but not replied to - publicly or via DM, but just simply deleted - twice. There is no listed phone number on the BYLT Basics site, and even when managing to call the physical office of BYLT Basics in Irvine, CA office, no one answers. After clicking through the chat's preloaded answers to preloaded FAQs, I landed at the BYLT Basics metaphorical split in the pants .... "Yes, that was helpful" or "No, that did not answer my question." When I finally got to chat with a person, and thankfully it was an actual person and not a bot or a foreign rep from across the world it was helpful and pleasant. Luckily, I managed to have a chat with a BYLT Team Member named Dana who appeared to be empathetic and helpful. She offered a viable solution not listed on their shop page as well as some helpful tips (do not purchase through the IG page) and it appears that eventually, after receiving my return package, I should receive a refund within 10 business days. Again, great product, but when you're selling product that people cannot try on first, make the return policy easier. I trust it will get better, but ultimately, I'd rather you charge more for your product and just make the customer service...

Sometimes you just find a place that seems like it was made for you. I’ve been a customer for a little over a year and everything I buy fits like it was tailored. They put a lot of energy into the shaping of these clothes and the color scheme across almost every item is such that you can mix and match styles and colors without a single glitch. Not to sound like a commercial, but they have every occasion covered from lounging at the house to your most important job interview and formal events. Unlike other online clothing stores, they do an excellent job of keeping sizes and colors stocked as well as releasing new items all the time. I can’t say I’ve had many reasons to use customer service but when I do, they’re always prompt, polite, and helpful. Since switching my wardrobe out for all things BYLT, I get random compliments from strangers almost everywhere I go, it’s crazy. You’d think chino joggers and a t-shirt wouldn’t get you far but I just hollered at in the grocery store parking lot today. They have a couple of really decent sales every year too so watch out for those. Great all around, definitely my favorite store for...