Bluefly, Inc

Review: I ordered an item from Bluefly.com, but it took very long for the item to ship, as I had to go on a trip to another city, I called to cancel the order, the representative helped me to cancel the order, but in the afternoon the item was shipped, after I came back from the trip I wanted to return the item but a representative said it has already passed return policy date.Desired Settlement: To return the item

Business

Response:

Bluefly is looking into this request and will reach out directly to the customer to arrange an accommodation.

Review: I returned an item worth approximately $452.15. Per the tracking information, Bluefly received the item on August **, 2014. BlueFly refuses to issue a refund. I filed a dispute with my credit card - which has since been revved my account. However, BlueFly refuses to refund my money. Essentially, they are in possession of my returned goods, as well as my money. This amounts to theft.Desired Settlement: I would like a full refund issued to my credit card. For the time and inconvenience this has caused me (I have made numerous calls and sent numerous emails), I would like the refund to include my shipping costs, as well.

Business

Response:

Bluefly apologizes for the inconvenience and refunded the customer on October [redacted], 2014. Please note, all refunds sent back to Bluefly must include a RMA number as stated on our website and returns information. Customers can create this on their own or with customer service who is always happy to assist.

Review: In early December, I placed an order on Bluefly.com. It was a large order and when I received the packages, they were missing 6 of the items that I ordered, totally 408.50. I photographed the packing slips and the packing slips also did not list the items. I emailed and called Bluefly and they were at first responsive saying that they would take care of the situation and that they could send the missing items to me. That response came on 1/**/14. I waited a while and never received anything. In the meantime, I returned some of the items that were in the order (6 items totally 358.88).

I have tried emailing and calling again and I'm having a very frustrated experience. Now they are offering to credit me for the returned items, which they should be doing anyway. The items were returned three weeks ago. They are still refusing to credit my account for the items that were never sent or to even just send me those items.

I have spent hours over email and on the phone trying to get this situation rectified. I have sent emails with all of the item numbers and with photographs of the packing slips, and I don't seem to get anywhere.

I am currently owed 767.38 and customer service has not been helpful. I asked to speak to a supervisor and was told that there was only one and she was very busy and if they just processed the return would I still need to speak with her. It's been very frustrating. Even if they do finally process the return, I wasn't sent 6 items and I was charged for them.Desired Settlement: I would like a refund to my credit card for the items I returned ($358.88) as well as the items I did not receive ($408.50) for a total of $767.38.

Business

Response:

Thank

you for your correspondence and please accept our apology regarding this

inconvenience. I show that your return was finalized on 02/**/14, and should have been credited to date by your financial

institutional. We certainly thank you for the added opportunity to make things right and hope that the experience did not affect your relationship with us.

Best regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I am very grateful to the Revdex.com for helping me with this. I wasn't getting any response on my own. Thank you very much.

Sincerely,

Review: Bluefly, Inc. (the company) is holding my return for an excessive period of time whereby it has not yet been processed. My order of two dresses totaling $152.60 from the company was shipped on 11/**/2013. Upon receipt, I immediately inspected the order and found that the two dresses contained within were unsatisfactory. I returned the order and it was received by the company at the specified return address on 12/*/2013. No correspondence regarding my return was received until I contacted the company in late December requesting a status update. On 12/**/2013, I received an email from the company's customer service department stating that they generally require 10 business days to process returns (by my own calculation, excluding the day of delivery, 10 business days would have been 12/**/2013); however, the company also stated that they are also in the process of changing warehouses which would result in increased delays to processing of my return. I submitted a follow-up email to the company on 1/*/13 again requesting an update on the processing of my return. I have received no further correspondence from the company to date. My returned merchandise is being held well over a month after the goods were received at the company. As of noon today, January **, 2014, my return has still not been processedDesired Settlement: I want my return processed and refunded to the credit card used to make the purchase without further delay.

Business

Response:

Dear [redacted]:

Review: I bought a Giorgio Armani bag on April [redacted] in www.Bluefly.com, and received on June [redacted], the order no. is [redacted]. Unbelievable, the bag is broken now. I am doubt is this real Giorgio Armani? I spent almost USD900 and waited for two months, and used only two-three months. Even a common bag will not so bad. I write to Bluefly and hope they will check and give a reasonable solution, but they ignored the pictures and said their bags were high quality. Thus I have to complain to you and find a way out. I can sent you order detail and pictures of bag. I have sent those pictures to Bluefly. The pictures show how broken the bag is! Please contact me by email: [redacted], or call me: [redacted]Desired Settlement: commit the bad quality of the bag, do good aft-service, refund.

Business

Response:

Thank you for shopping at Bluefly.

It has come to our attention that you are unsatisfied with your purchases at Bluefly.com. For this, we sincerely apologize.

It is our goal to make your experience a seamless and enjoyable one, and most importantly, stress-free, with offers such as our generous return policy. While we stand behind our products, we are unable to accept a return past our return time frame as we have no control over the wear or use of products sold. We do ask that you accept a 50% refund, in an effort to restore your faith in us. If you do accept this offer, please advise.

Should you have any questions, please call Bluefly Customer Service at [redacted], from outside the United States, dial [redacted] and press * to speak with Customer Service.

Best regards,

Bluefly Customer Service Team

Consumer

Response:

We argue a quality problem, not return. Attached for your reference.

Review: Bluefly.com consistently ignores unsubscribe requests for their mailing lists. I have attempted to unsubscribe 3 times recently, and despite the 5-10 business day removal waiting period, they still email me 3+ times / day.Desired Settlement: I would like to receive no further advertisements from bluefly.com.

Business

Response:

Bluefly apologizes for the inconvenience and will be unsubscribing email address [redacted] today from promotional emails regarding our websites.

Review: On October [redacted] I was shopping online and found a pair of Men’s Fendi shoes that my husband had been wanting for some time. I was excited because it is rare to find shoes on your website that he can actually fit as he wears a size 12-13. I immediately registered as a first time customer and ordered the shoes as a surprise Christmas gift. I received confirmation on the [redacted] that the package had shipped. Upon receipt I immediately placed the unopened package in my closet to hide it. On approximately Nov [redacted] I decided to wrap the package and opened only to find it was the wrong size. There were 2 different stickers on the outside of the box one indicating size 11 and one for size 12. The inside of the shoe indicated an 11. I immediately called customer service to express how upset I was only to be told the shoe was sold out. The representative was helpful in trying to locate something comparable. However, when she did I was told I would have to pay for the new shoes and then upon receiving them send the wrong pair back for a refund. I advise the representative I did not have the additional money to pay for the shoes and asked that either the shoes be shipped and I would return the others upon receipt or to hold them until they received the wrong pair back. I was denied both requests. Naturally by the time Bluefly received the shoes back the second choice was sold out. I have been checking the website every day for sneakers that are comparable to Fendi that my husband might like but there has been nothing. Not to mention I am still awaiting a refund so even if I did locate the shoes I couldn't pay for them. I was offered a measly 20% off a future purchase and free 2 day shipping. This hardly seems like any compensation for ruining my husband’s Christmas. Needless to say Bluefly has lost a customer on my very first try with them.Desired Settlement: I am requesting my refund credit by applied to my original form of payment and a reasonable future credit/shipping on the replacement shoe if I am able to locate one.

Business

Response:

Thank you for shopping

at Bluefly.

At Bluefly, we offer only the best brand names and highest quality goods, and

we proudly stand behind the authenticity of our goods.

It is our hope, that you accept our apology regarding your unsatisfactory

experience. Returns are processed within 10 business days of receipt and we

have contacted our warehouse to expedite the processing of your return received

on November **, 02013. Please allow time

for your banking institution to credit your account.

With regards to an additional

discount, unfortunately the 20% discount offered is what we can allow at this

time. We thank you again for the added opportunity

to make things right.

Should you have any

questions, please call Bluefly Customer Service at [redacted], from outside

the United States, dial [redacted] and press 1 to speak with Customer Service.

Best regards,

Bluefly Customer Service Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I tried unsuccessfully today to again make a purchase through BlueFly and was denied. As previously indicated I was given a 20% off discount towards a future purchase of my choice and free 2 day shipping due to BlueFlys error. The representative advised me that the code was added to my account at [redacted] and all I would need to do is add my purchase and check out. However, when I tried today it was not there. So I contacted customer service through instant chat, as the pair of shoes I was attempting to purchase was the last pair. Naturally, I was told by rep [redacted]....sorry but you cannot use the 20% towards any purchase only a Fendi product since that is what I originally purchased. Now, what sense does that make? Yes, it is true that BlueFly offers quality products however the customer service is far less than quality. Lastly, the original response to my email is a bit ridiculous to indicate that someone expedited my refund that typically takes up to ten days. I guess because it was refunded at 8pm last night 4 hours short of the 10 days someone believes this is expedited. I am now again asking this company to honor its commitment to customers. I ordered a particular product over a month ago and was sent something else. I was told one thing but now am being told something else. Is this how this company does business?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for shopping at Bluefly.

At Bluefly, we offer only the best brand names and highest quality goods, and we proudly stand behind the authenticity of our goods.

It is our hope, that you accept our apology regarding your unsatisfactory experience. Returns are processed within 10 business days of receipt and we have contacted our warehouse to expedite the processing of your return received on November **, 02013. Please allow time for your banking institution to credit your account.

With regards to an additional discount, unfortunately the 20% discount offered is what we can allow at this time. We thank you again for the added opportunity to make things right.

Should you have any questions, please call Bluefly Customer Service at [redacted], from outside the United States, dial [redacted] and press 1 to speak with Customer Service.

Best regards,

Bluefly Customer Service Team

Review: I purchased a handbag from the bluefly.com website. I received the handbag which appeared to be new, and removed the tags. Once I arrived at work the next morning, I noticed an area on the bag that looks as if was damaged and repaired. I immediately contacted customer service and was told that due to my removal of the tags, they could not resell the bag however, they would accept it, and offer a store credit. A store credit is unacceptable in this case because had the bag not been defective and misrepresented as "new," I would not be returning it. My attempts to speak with the lead supervisor over customer service ([redacted]) were met with a mailing address and a "sorry, we don't know who you can speak with." This is the second issue I've encountered with bluefly (the first time I received a different bag than the one I purchased), and I do not wish to do business with them in the future, hence my hesitation to receive the store credit. I went back and researched images on bluefly, and I can now see where the defect on the bag is in those pictures, further proving that bluefly sold a defective bag as new. I would like a full refund back to my credit card, and to terminate my consumer relationship with this company. Upon further research, there are a number of complaints citing bluefly's difficulty with customer service, and misrepresenting merchandise.Desired Settlement: I would like a full refund. I do not desire to do business with bluefly.com/bluefly incorporated ever again.

Business

Response:

Thank you for your patience and for shopping at Bluefly.

It has come to our attention that you are unsatisfied with your purchases at Bluefly.com. For this, we sincerely apologize.

It is our goal to make your experience a seamless and enjoyable one, and most importantly, stress-free, with offers such as our generous return policy. After reviewing the images it is unclear of the product defects reported in your complaint. A return label has been provided to you dated 07/**/2013 for the return of the item for inspection. We certainly do understand your frustration and made the exception to accept the return in hopes that this will restore your faith in us. Unfortunately, we cannot agree to issue a refund to your credit card at this time.

At Bluefly, we offer only the best brand names and highest quality goods, and we proudly stand behind the authenticity of our goods. Should you have any questions, please call Bluefly Customer Service at [redacted], from outside the United States, dial [redacted] and press * to speak with Customer Service.

Best regards,

Bluefly Customer Service Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was never asked where the defect was. In looking at the pictures online, I also did not see that the bag was defective. It was not until after I noticed the defect that I was able to pinpoint it in the images on the bluefly site. I have screen captures of the handbag that I took from bluefly, and I can send/show an image of the bag I received that will allow bluefly to pinpoint the defect in the images. An image of the damage was never requested because bluefly has already made their decision. If bluefly is unable to issue a refund to my cc, how are they then able to issue a store credit? That is still a refund, just in the form that they prefer, because it forces me to further patronize their company. This is unsatisfactory and I do not wish to further patronize bluefly. As I cited, this is my second purchase with bluefly, and I did not receive the correct handbag the first time. There are a number of complaints against bluefly for not working with consumers to rectify issues. I would still like a full refund to my cc, or for the mediator to allow me to send a picture of the damage and determine if it's the same defect I now believe is visible in the pictures from the bluefly site.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I recently purchased a "RoyceLeather Executive Suede Lined Laptop Messenger Bag in Gneuine Leather". In the description, it states "sumptuously lined in Royce signature plush Luxury Suede" and it will comes in "This Royce Leather accessory comes elegantly gift packaged in a 2 piece blue gift box with rich silver ribbon and bow". After it arrives, it is in plastic bag, not in gift box wrapped in bow tie. In addition, bag is not lined in luxury suede. The bag has strong plastic smell as it feels not all genuine leather as it states in website. It was not as described on the website.Desired Settlement: Please kindly review the case as this is not as advertise and described on the sale website and it is violate to consumer purchase law. I will like a full refund for the purchase of item.

Business

Response:

We are very sorry to hear that the customer is unhappy with the item received. Bluefly stands behind the authenticity of all products sold. We would be happy to reach out to the customer directly to accommodate their request.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Thank you so much for your help and thank you for Bluefly assist with the return.

Sincerely,

Review: Someone had stolen my credit card and made a ton of purchases. However, the one from Bluffly was authorized. When I called in unauthorized charges, the representative made the mistake of marking Bluefly as well when I said that one was authorized. As a result, Bluefly took their shoes back. Since this was a mistake, I request Bluefly to please unlock me out of the system. Thank you!Desired Settlement: Since this was a mistake, I request Bluefly to please unlock me out of the system. Thank you! I really love their items.

Business

Response:

Bluefly would be happy to release the hold on the account associated with email: [redacted]. Please allow 24 hours and this will be taken care of for you.

Review: I have multiple issues with Bluefly. On two separate occassions within a two week time period, I placed orders with Bluefly and in each case I received different merchandise then I ordered. To have two separate orders messed up in a two week period is entirely unacceptable. Furthermore in each case the items I actually ordered were no longer available once I received the incorrect merchandise. However of greater concern has been the inability of Bluefly to provide me with the refunds I'm entitled to in both case. Per there policy they allow up to 10 business days to refund a customer. In both cases, I've shipped back the incorrect products I received and it has been more than 10 business days and I have yet to receive either refund. So basically I've placed orders, received incorrect items, the items I wanted are no longer available, shipped product back to Bluefly, waited more than 10 business days and still no refund in either case. Bluefly has the shoes I ordered and has over $830 of my funds which have yet to be returned to me. I believe Bluefly has a return policy which systematically rips off consumers and unnecessarily delays returning funds to consumers in order to hold those funds on their books.Desired Settlement: I expect full refund immediately and without further delay. I also expect additional funds as payment for having to deal with this mess.

Business

Response:

Bluefly apologizes for the warehouse issues and will be looking into this further with the appropriate department. As stated in our policy, Bluefly requires 10 business days to refund customers once items have been received. Bluefly has now issued full credit to the customer within this policy.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have not yet received credit applied to my credit cards for my two returns, despite their representations. This includes a return which they received on 04/**/14, meaning it has already been 12 business days and I've yet to receive this return. Tomorrow will be the 10th business day for my other pair of shoes that I have also not yet received a return credit to my card for. Thus this issue has not been resolved despite the representations of Bluefly, I'm still waiting for funds to be applied and credited back to the orginal credit card which they were purchased on. This issue has not yet been resolved.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Bluefly has refunded this customer for both orders on May [redacted], 2014. Please note, credit refunds can take 3-10 business days to appear on card records. Bluefly apologizes for any inconvenience during this process.

Review: I placed an with Bluefly on June ** for 105.99 and paid for it via Paypal. I never received the merchandise. I opened a case with paypal and they were not able to assist me. They told me to the merchant directly. I called them in August and opened a case with them. They are saying they cant do anything due to an active credit card dispute. The case for paypal was closed on 07/**/13 Paypal case number [redacted] Unique Transaction ID #[redacted] Bluefly Customer Service - order [redacted] Bluefuly case[redacted]Desired Settlement: I would either like the merchandiswe which I paid for back in June or a credit back to my account! I would like an apology for all theback and forth!

Business

Response:

It has come to our attention that you are unsatisfied with your purchases at Bluefly.com. For this, we sincerely apologize.

It is our goal to make your experience a seamless and enjoyable one, and most importantly, stress-free, with offers such as our generous return policy. Your account issue has since been resolved. We apologize once again, for any inconvenience.

At Bluefly, we offer only the best brand names and highest quality goods, and we proudly stand behind the authenticity of our goods. Should you have any questions, please call Bluefly Customer Service at [redacted], from outside the United States, dial [redacted] and press * to speak with Customer Service.

Best regards,

Bluefly Customer Service Team

Review: Since September **, 2015, I have been attempting to return a pair of sunglasses purchased from the vendor, Bluefly.

Since my initial email on September **, I have received automated emails, I have "live chatted" with a customer service rep, all to no avail:

Oct *, 9:29 AM

Chat started on Monday, October **, 2015 9:16:02 AM

(9:16:02 AM) [redacted] Visitor [redacted] has joined the chat [redacted]

(9:16:02 AM) [redacted]: Your website is horrendous - I am trying to return the Pucci glasses from order # [redacted] and I emailed about this a week ago and the instructions just take you in circles - I shop online A LOT and no one makes a return this difficult!!!

(9:16:36 AM) [redacted] Katherine has joined the chat [redacted]

(9:16:41 AM) Katherine: Welcome to Bluefly! My name is Katherine. How may I help you today?

(9:17:04 AM) Katherine: Good morning [redacted].

(9:17:17 AM) Katherine: If you are going in circles, the order may not be eligible for return.

(9:17:17 AM) [redacted]: Please read my message above

(9:17:20 AM) [redacted]: Good morning

(9:17:23 AM) Katherine: Let me pull that up. On second.

(9:17:26 AM) Katherine: One second

(9:17:48 AM) [redacted]: that was not what the email stated

(9:18:19 AM) Katherine: For security purposes, can you please verify the name and billing address on the account?

(9:18:38 AM) [redacted]

(9:18:45 AM) [redacted]

(9:18:52 AM) [redacted]

(9:21:02 AM) Katherine: This second item on your order had a 21 day return policy. At the time of your email, you were over the 21 days. This is a Marketplace Partner item and the vendor is very strict about the policy. It is not eligible for return at this time. I'm sorry.

(9:23:10 AM) [redacted]: If you look at the order, it states Estimated Delivery: September ** - September ** - my email was Sept ** - even with today's date it is not 21 days.

(9:24:36 AM) Katherine: Let me send this over to request review and see if we can't get a return label sent to you.

(9:24:42 AM) Katherine: Please allow 24 hours for the response.

(9:24:59 AM) [redacted]: Thank you, Katherine

(9:26:44 AM) Katherine: You're welcome.

(9:26:51 AM) Katherine: Is there anything else I can help you with today?

(9:27:22 AM) [redacted]: That is it... thanks

(9:27:43 AM) Katherine: You're welcome. I will get back to you as soon as possible.

(9:27:50 AM) Katherine: Thank you for shopping at Bluefly. After you close out of the chat, please take a moment to fill out our exit survey. We'd love to get your feedback!

I then received the following email:

Last email from Bluefly: [redacted] (Bluefly)

Oct *, 11:13 AM

We are very sorry that you were unable to locate the ORDER STATUS section on our website. We are in the process of setting up a manual return for you. You will two separate emails from us. One will contain the [redacted] return label and the other return instructions. Again, we apologize for the inconvenience.

------------------

Submitted from: [redacted]

I then sent the following:

From: [redacted]

Date: Thu, Oct *, 2015 at 7:12 AM

Subject: Re: [Request received] Chat with [redacted]

To: Bluefly support+[redacted] I am STILL waiting for authorization and a return label - are you just trying to wait until it is 21 days and THEN tell me I can't return the sunglasses? This is the most horrendous customer "service" I have encountered in a long time... Please send me authorization and a return label TODAY. Thank you

I have received NO response to these repeated attempts for information / to return the item, valued at $75.00.Desired Settlement: I would like to return the item and receive a full refund

Business

Response:

We regret this customers bad experience with obtaining a return label and RMA from our team. This customer was emailed a return label on 10/**/2015 with a Customer Service generated RMA. We have also attempted to reach out to the customer via telephone to apologize for the delay, but were unable to get a hold of this customer or leave a voicemail. The customer has been issued a return shipping label with tracking number [redacted]. We have also taken the liberty of refunding the customer before receiving their return. The refund was processed today and should be seen on the customers billing method within 3-5 business days. Thanks CJ C[redacted] Head of Customer Service for Bluefly.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I received a refund as of yesterday, October **, 2015.

Sincerely,

Review: I ordered the following product Ray ban large aviator matte gold metal sunglasses blue mirror polarized lens large 122/4L When product arrived, I was away. When I returned, it was past the 21 day return policy, so I asked for an exchange or store credit, I wanted to exchange because the blue color of the glasses was very different in appearance from the website picture. I was told that the product was sold by a "marketplace exchange vendor", so they would have to ask the vendor. I was not aware that their were vendor that had different policies than Bluefly. Bluefly made two requests for a pm exchange or store credit for the unworn, unused item. The vendor denied both. I will not order from bluely going forward due to the fact that their vendors have different policies not clearly stated to the consumer.Desired Settlement: Refund best case for this unused unworn item.

Business

Response:

Bluefly will reach out again to the Marketplace vendor for an exception.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I am responding back to this response from bluefly saying that they will ach back out to the vendor. I was told this twice before, and without resolution. Therefore, this is not substantive enough for my confidence in resolving the matter. However, I will wait to hear back from you.sincerely,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Elizabeth Willis

Business

Response:

We have approved the refund for this customer as a courtesy and will be emailing the necessary information to do so.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I order a $1522.95 Large Chloe Indian Summer Leather purse on May **, 2014. Order number [redacted]. When the package arrived May **, 2014, it contained the wrong purse. They sent a small Chloe which measured 9x7. I contacted the company via telephone on May ** and spoke with [redacted] who advised they would be sending me a label to return the purse upon supervisor review. I forward him photgraphs of the purse along side a measruing tape to prove it was the wrong side. Reference Number [redacted]. There is no link to obtain a return label associated with my account. I emailed the company again on May **, 2014 regarding the status of the return label and was told it is under managerial review. Reference Number [redacted]. I contacted them again June * with the same response. I do believe this company is trying to allow the 21 day return policy timeframe to expire and not give me a full refund. This is also false advertising. They show one size purse on the website and charge you full price for a large and send a small.Desired Settlement: I want the return label sent immediately so I can return this item and receive a full refund.

Business

Response:

Bluefly apologizes for the inconvenience caused and has addressed the appropriate department regarding the sizing error. Bluefly will be refunding the customer today.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Primary Issue:

I have called Blufly.com everyday to identify the status of my refund.

Every representative I spoke with has confirmed that refunds are processed within 10 days from the time the refund is delivered at the warehouse.

Today is day 10, and now a representative tells me that the warehouse is behind and they are experiencing delays in processing refunds and this bait & switch in refund practices at the end is unacceptable.

Secondary Issue:

One of the Bluefly.com representatives hung up on me today. I was quite cordial and patient with her, but I bet the representative was probably insanely burned out by customers calling upset about their refunds not being processed timely. Implement best practices to support your customer service dept by processing refunds in a timely manner.Desired Settlement: Refund total amount in full $249.01. The longer you take the more likely I will have to pay interest charges with my credit card company - and if I do I want compensation for that as well.

Business

Response:

Thank you for your contact and please accept our apologies regarding the delay in processing your return. As confirmation, your return was processed on November *, 2013 in the amount of $241.06. Please do allow time for processing by your financial institution.

Review: I returned an item to Bluefly - using the return label that was included with the original order. I called to receive an RMA number in order to return the item. The item was received on 1/*/15. To date I have not received a credit for the item. I paid $410.

I have spoken to an estimated 20 people on the telephone in an attempt to receive credit. I have received different explanations each time I have called.Desired Settlement: I would like a full refund immediately

Business

Response:

Bluefly apologizes for the delay and will be refunding this order. Once confirmed via email, please allow 3-10 business days depending on your card issuer to see this amount posted to your card records.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:This is unacceptable. I have been told on various occasions that I was to have received a credit. This credit should be applied immediately - not within 3- 10 business days,as this is what I was told before - and nothing has happened. I have been told repeatedly that this matter would be resolved by various people at the customer service level.

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Bluefly, Inc has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: Bluefly has yet to refund my money for items returned. They have received the items, confirmed receipt, and even though my refund is in "process" I still have not recieved it. Bluefly received my return over 6 weeks ago and yet, no refund.Desired Settlement: I want my the refund credited to the debit card I used when making purchase.

Business

Response:

Bluefly apologizes for the delay, and has refunded the customer. Please note, card refunds may take 3-10 business days to appear on card records.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I FINALLY received my refund today. Thank you for your assistance!

Sincerely,

Review: 1/**/2016

Hello,

The Order [redacted] was placed on January *, 2016 and is due on Jaunuary **, 2016. An email was sent to Bluefly about the [redacted] not having it to deliver. The Bluefly representative keeps saying that [redacted] has it and to give [redacted] "a few days."

I need my package with the tracking number Tracking Number [redacted]... on it. I have given every one enough time; and then had to tell them that it was not on schedule. All they keep saying is this:

Gina R (Bluefly)

Jan **, 6:27 PM

Hello [redacted],

Please give fed-ex a few days to update their tracking system for your order.

Should you require assistance, please call Bluefly Customer Service at [redacted] (###-###-####). If you are calling from outside the United States, please dial ###-###-#### and press 1 to speak with Customer Service. Our FlyReps are there to serve you Monday through Friday from 8:00 a.m. to 9:00 p.m., Saturday from 10:00 a.m. to 6:00 p.m. and Sunday from 12:00 p.m. to 6:00 p.m. Eastern Standard Time.

Thank you for your continued interest in Bluefly.

Sincerely, [redacted]

BLUEFLY Customer Service

Belle & Clive Customer Service

AND the [redacted] is being shown atop of their emails like so:

Track your package at [redacted]

It looks like the tracking number is [redacted]....

Just send my package. I am tired of Bluefly's games.

[redacted]Desired Settlement: 1/**/2016

Hello,

I need for my package to be delivered on the day that Bluefly had promised, January **, 2016. Should they not be able to comply with their own shipping and customer relations; then my funds for this order should be promptly returned to my card's account.

Business

Response:

Bluefly strives to deliver the best service to our customers and apologizes that you have experienced delay in receiving your order. Due to a technical issue, this order was not showing tracking. You will be contacted privately with an upgraded tracking number for this delivery.

Review: I placed and order with Blue Fly #[redacted] on February 2013 Items were not what I was expecting so I filed a return. They provided a prepaid return label from UPS. It returned the item and called them about 10 days later. They indicated that they had received the order and were going to refund me the money from my order $1551.95 within the next couple days. After waiting for almost 3 weeks for my refund I called back and asked what was taking so long for my refund. I was told by the representative that they could not refund me because the items were missing ( this was after 3 weeks prior they had told me that they had received the items and I was going to get a refund!!) it has been over 5 months and I still have not received my refund for this return, and they are refusing to do so. Their customer service has been very bad getting back to me and handling this situation.Desired Settlement: I want them to refund me for my order on the same credit card I have paid with since I have returned this over 5 months ago!

Business

Response:

Thank you for your patience and for shopping at Bluefly.

It has come to our attention that you are unsatisfied with your purchases at Bluefly.com. For this, we sincerely apologize.

It is our goal to make your experience a seamless and enjoyable one, and most importantly, stress-free, with offers such as our generous return policy. Based on the tracking information (UPS[redacted]) your item was delivered to our returns processing center on March *, 2013 and you were made aware of our findings on March **, 2013. While we apologize about the delay in processing, I do ask that you understand our stance on a package that did not appear to be tampered with and was empty on arrival.

I certainly sympathize with the present situation and wish we could be of more help.

At Bluefly, we offer only the best brand names and highest quality goods, and we proudly stand behind the authenticity of our goods. Should you have any questions, please call Bluefly Customer Service at [redacted], from outside the United States, dial [redacted] and press * to speak with Customer Service.

Best regards,

Bluefly Customer Service Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I"m still waiting for a full refund from my return. Anything less than that is un acceptable because I have returned the merchandise. They acknowledged the fact that they had received the items and then 4 weeks later they claimed that they didn't have it anymore. Not returning my money is unethical and they are stealing my money. I feel that this business is taking advantage of me and taking my money. They are not respecting their return policy and are refusing to file a UPS claim for the missing items. I have no money and no items. I feel helpless and like they ripped mo off. I WANT MY FULL REFUND> THEY WEBSITE IS A FRAUD.

The business provided me with a prepaid shipping label that they emailed me and that is how I returned the items just like they requested. They (Blue Fly) stated that the weight of the shipping was less than the original there was nothing I could do to change that since the shipping label was made by them. Now they are claiming that the items were not here after 1 month of having the package and them printing the weight of my items being shipped back.