Bluefly, Inc

Review: On September [redacted] I ordered a desk in a curved shape for a total of $303.19 that was charged to my credit card. When I received it on October [redacted] it was a desk from the same but line in a rectangular shape. I immediately notified Bluefly of the mistake and they kept asking for photos that I've sent several times; they take a long time to respond to each of my requests for a resolution and it is always with "We're sorry, can you send photos" in what looks like plain stalling. Last communication was on November [redacted]. I keep insisting on a return label to send back the desk and they keep promising they'll send one. As of today there have been no refund and no response from Bluefly.Desired Settlement: A full refund to my [redacted] and a return label so I can return the wrong item.

Consumer

Response:

At this time, I have not been contacted by Bluefly, Inc regarding complaint ID [redacted].Sincerely,[redacted]

Business

Response:

Case #: [redacted] Customer: [redacted] Bluefly aims to deliver the best customer service possible. We would like to apologize for the quality of service and response to the customer’s issue. The customer should have received the correct item at time of delivery. We will be refunding the customer in full for the incorrect item they received and will reach out to the customer to obtain an updated payment method to ensure that the refund is credited.

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 for your effort and help, it is greatly appreciated.

Sincerely,

Review: I placed an order through Bluefly.com on October **, 2013 for an Invicta watch. It was a gift for a family member in Tennessee while I reside in New York. The watch was delivered without an issue, but after being opened as a gift, it was noticed that the item was broken. I then spoke to a Blue Fly representative as soon as it was realized that the watch was defective and they gave me authorization to return it for a full refund. Bluefly.com received the return on December [redacted], 2013. I was told that the refund could take up to 10 days from when it is received by Bluefly, so I called on the [redacted] of December. By January **, 2014 I had still not received my refund so I emailed them. Their response was that my case had been escalated and I would receive a follow-up contact soon. I received an email on January [redacted] 2014 stating that my refund had begun to be processed on January [redacted], and that I should see it on my statement within 3-5 days. As of January 12th, I still had not received the refund so I called and asked for a [redacted]. They told me that [redacted]s weren't available on Sundays. So I called Monday morning, January [redacted] 2014 during prime business hours and spoke to woman named [redacted] asking again for supervisor. I was put on hold multiple times and told there wasn't a supervisor available and that I would receive a call back. As you can imagine, this frustrated me beyond belief seeing how hard it is to believe that a supervisor/[redacted] is not available on a Monday morning during prime business time. I gave my number and received nothing back so I called again that night as well (tonight, Jan. [redacted]). AGAIN, I was told that a supervisor was not available and that I would be called back. I was also told that they called and left a message which was a diversion. I specifically gave them my phone number that they asked me to verify and yet they called my sister who was the receiver of the gift and left HER a message. After arguing for over an hour with them, demanding a supervisor, they hung up on me. After calling back, multiple times, I was continuously put on hold with no available representative of any sort. They owe me $92.94 for the defective watch I returned to them. This is absolutely unacceptable and I have everything you need to back up everything I've written. Thank youDesired Settlement: Bluefly.com needs to credit my Capital One Card for $92.94 which is the cost of the watch AND the shipping charges. Shipping is definitely included because the watch was defective.

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. Bluefly refunded my amount just after you contacted them it seems. Thank you

Sincerely,

Review: The firstly thx Revdex.com buddies help for my problem.

I purchased a suit and 2 Shoes from Bluefly. but they send me the product is not a new one .

BTW , I ordered 4 products , but the bluefly delivered 3 prodcuts.

Consumer

Response:

Hi [redacted],I'm looking for a solution to help me solved this issue.the best result as belowrefund or return this product.thx [redacted]

Business

Response:

We apologize that the suit received was in less than perfect condition, and would like to take care of this for the customer without further delay. The customer will be refunded in full today for item [redacted]. We would also like to confirm that cancelled item for which we ran out of stock for, [redacted] was never charged.

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 disagree Bulyfly's solutions.The firstly Bluefly group selling the second hand good to customersThe second the suit not a quality issueperfect condition apply to quality issue But perfect condition not including Ur team cheat customers ,selling the second hand good for customers

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

Sincerely,

Review: I ordered something I finally got in the mail two weeks later, only to find it was damaged. I was then informed that I could not return a damaged item because it was a final sale. I am disgusted that Bluefly unloads their damaged merchandise through final sale items; nevertheless I need to get a refund for the damaged item as it is unusable.Desired Settlement: Refund the item in full.

Business

Response:

We apologize for the condition of the item received and have refunded the customer in full ($13.33) on 11/*/15. Bluefly apologizes for any inconvenience.

Review: I originally returned an order, paid with my MasterCard, but for some reason was refunded by Bluefly as a store credit. I have been calling and requesting for MONTHS to have this store credit transferred as a refund back to my MasterCard the way it should have been to begin with. I am told with every phone call that it will be done. I haven't received anything. I was then told it could not be done because they do not have the ability to transfer it, so it will stay as a store credit. It is not on my account because I have checked, even though multiple customer service reps promised it was in there. My total refund is $120. I do NOT want a store credit, I want my money back the way I paid it! The worst part is, they haven't refunded it at all, not even as a store credit. So they got their merchandise back and kept my money too. My burden of proof is an email from customer service stating the store credit is in my Bluefly account with a reference/ticket number and also a voicemail on my phone which I've been saving for the past month from the supervisor handling my case stating that I am due this refund and he would transfer it to my MasterCard immediately. This is all I need to proceed with a legal dispute. Please do not take this lightly, as I am not one to make empty threats. I am simply a consumer (and a law student) who is well within her rights to do what is necessary to recover my loss, as well as defend my right to discontinue being lied to and scammed by this disaster of a company. Upon reading the HUNDREDS of horrendous reviews and complaints about this company online, it's a miracle they are still in business (hopefully for not much longer). Two words come to mind upon reading the complaints (many of them similar to mine) about this scam posing as an online retailer -- CLASS ACTION.Desired Settlement: I want exactly what I am due and what I've been promised, which is a refund of $120 BACK TO MY MASTERCARD as a refund NOT a store credit!! I expect no more and I will accept nothing less.

Business

Response:

Bluefly has confirmed that on order [redacted], the customer was charged $90. The method of payment was store credit which was already on the customer's account. The original amount of this order was $120 and further reduced/discounted to price match original order [redacted]'s price at checkout. The customer requested a RMA on 11/**/2014 in the form of store credit which has since been used on order [redacted]. Customer received $120 store credit due to a technical error which should have amounted to only $90 store credit.On 1/*/15, the customer was refunded $96 stemming back from original order [redacted] where the customer paid with a credit card but requested a store credit. Please find the attached documents to confirm refund to customer ( store credit to card refund ) and also pricing on the original order using the credit card and refunded in store credit.

Review: I purchased KYI KYI hat from this website and It was a fake hat. I have a picture to show you both real one and the one from this website, side by side.

I made order with 2days fast sipping, shipping didn't come in 2 business day and not only that my order came in 3 separate boxes.

I ordered on 11/[redacted]/13. I contacted them and made return in 11/**and 12/**( 3rd box arrived at our house really late)

After I made return,

I contacted them on 12/1 talked with Susan.

12/**Talked with [redacted].

12/**talked with [redacted]

They told me return is in a process.

On 12/**/13 I recieved email from them that they need SKU number.

It is taking way too long to process my return and refund request.

Also, I am concerned about product they are selling.

If I didn't have the real KYI KYI hat at the time I received their KYI KYI hat, I wouldn't recognize their product is a copy.

I can send the picture so please contact me if you need anything else.Desired Settlement: I would like to have money returned Tomorrow. Total of $695.52.

Business

Response:

Dear [redacted]:

Review: I have purchased a Prada bag with order number #[redacted]. However, when I received this bag I suspect the authenticity for three reasons.

1. I couldn't find the color from any other prada authorized dealers or on line shopping website.

2. the authenticity card has neither a series number or time stamp

3. There are two defects which shouldn't appear on an expensive luxury bag( I have sent them the pictures)

4. I am not sure, but my other prada bag has a black label inside the bag with two digits number on it.

I have filed the service requirement on Aug.[redacted], 2014, but I haven't heard from anybody since then. I called the customer service twice, each time, they just said it would take 3-5 days, but now it's way out of the time frame.Desired Settlement: If they can answer my questions and prove the bag is authentic, I would accept the bag, however, I request additional discount to compensate the defects. If it turns out the bag is fake, I would ask for full refund.

Business

Response:

Bluefly stands behind the authenticity of all our products offered. We will have customer service reach out to this customer to resolve the issue and concerns of the customer regarding this matter.

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 haven't heard back from anybody about the defects compensation since I made my request two weeks ago. As far as the authenticity goes, I will go to the department store for verification.

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,

Review: Order # [redacted]. I placed the order late night and immediately found that I ordered wrong product, no customer service available so had to call for cancellation the very next morning. I was told that Bluefly cannot modify order once it is placed, so I asked if I can refuse package and the answer was yes.

Unfortunately Bluefly chose the worst shipping method - Surepost offered by UPS and USPS collaboration, which means neither actually takes responsibility when it involves package return. I was able to refuse package when it was first delivered via USPS, as shown on tracking # (UPS [redacted] ) on Aug *. However, when package was relayed back from USPS to UPS, UPS handled it wrong and redelivered the package on Aug *, and left it without letting us know that it WAS the refused package. So the next day (Aug *), we had to re-refuse the package and gave it back to the USPS postal carrier. Both the USPS carrier and the the USPS 800# staff confirmed that there would not be any tracking updates online since the package was already marked as "delivered" once, even if it is on the way back to sender, that it would arrive at sender's address in 5-10 business days, and that I would have to contact sender (i.e. bluefly warehouse) to get the return complete.

I then emailed Bluefly multiple times in August asking for updates, but always got irrelevant answers that package was already delivered to me. It is almost a month since the package was refused and returned to bluefly (on Aug *), and still no news, no refund. It's going nowhere. Please, have your warehouse check your return rack/stock- the package should have arrived in mid August, and please refund my order.Desired Settlement: refund my order ($167.27)

Business

Response:

It has come to our

attention that you are unsatisfied with one of your purchases at

Bluefly.com. For this, we sincerely apologize.

In our effort to make

the Bluefly experience a seamless and enjoyable one, we consistently review our

processes to maximize quality and benefits to our customers. Based on the information provided, we have applied a courtesy credit for your lost return package in the amount of $159.32, store credits amounts used were refunded as such.

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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I made an online purchase with BlueFly.com for a suit totally $1,282.13. BlueFly provided me with an order number and charged my credit card for this order. Shortly after, I received an email from BlueFly stating the following; "We apologize that we had to cancel your Bluefly order. We attempted to verify the information on your recent order, but were unable to do so because the billing information submitted did not match what your bank or credit card has on file." I contacted my bank, and per their records they provided BlueFly with an authorization code and verified my account information matched the billing address used when placing my order with BlueFly. BlueFly made zero attempt to contact me as a consumer to verify any information. They simply, without just cause, cancelled my order. I contacted BlueFly and first spoke with a representative by the name of [redacted], who was unable to assist. I then spoke with another representative by the name of [redacted], who was also unable to assist. I was then transferred to a supervisor by the name of [redacted] who simply refused to assist in anyway. He stated BlueFly has the right to cancel any order for any reason. I fail to see how it's legal for a company to cancel a customer order without just cause or doing any sort of due diligence to verify any type of security concern. This order was placed on November **. However, with the same card, same billing address and shipping address, a prior order was placed with BlueFly on November **. BlueFly had no issue with this order. Therefore they had no probable cause to cancel my second order. The information on both orders match, my credit card company provided BlueFly with an authorization code, and verified my billing address in the process. When a merchant process payment and provides an order number they have entered into a merchant agreement with the customer. BlueFly is refusing to replace the order or offer any assistance and therefore I feel this is in violation of their merchant agreement with myself and the card provider. Sadly this item was the last of it's kind. BlueFly has verified they still have this one item left but they will put it back into inventory tomorrow at which time anyone else can purchase the item. There is no reason for BlueFly to deny my order or refuse to sell me this item if they still have it, which [redacted] verified they did.Desired Settlement: I requested they immediately put the item back into inventory and place a new order, they refused. I simply want this product and BlueFly offers no other products on their site matching this products specifications and material. Even if BlueFly wanted to sell me a similar item and offer a discount, they have no comparable item to offer. This suit was a wool/mohair mixture. Mohair suits are extremely difficult to come by. Replacing this suit would require I purchase it from the manufacturer directly which would constitute a higher fee. Retail, this suit sells for $2,300 which will be my cost to replace this suit which I feel BlueFly should be responsible for.

Consumer

Response:

At this time, I have not been contacted by Bluefly, Inc regarding complaint ID [redacted].Sincerely,[redacted]

Business

Response:

Case #: [redacted] Customer: [redacted] Bluefly aims to deliver the best service and goods possible and we are disappointed that the customer was not able to receive their order. We would like to apologize for the delay in response as well as the lack of quality service provided in regards to the customer’s order and its cancellation.. We will reach out to the customer personally to rectify the situation.

Review: I ordered a designer bag from Bluefly.com. Based on the picture they displayed on their website I was ordering a nice everyday hobo bag but when it arrived the bag was HUGE. It looked like a piece of luggage nothing like the picture they displayed on the website. After my initial shock I called them immediately to ask about a return only to find that it was a final sale. I was not aware because the final sale notice is placed strategically at the bottom of the page out of view. After calling them repeatedly to express that this was not the item I ordered and it looked nothing like the website (not to mention the supervisor I spoke to even agreed with me) they said the return request would have to be expedited to corporate for approval and it would take between 24 to 48 hours. I call back after 48 hours and was told it could take 10 business days. This was not acceptable to me so I continued to call everyday until I got an answer. Finally after calling a least 15 times and posting on their Facebook page they said they would grant me a one time return exception so I was able to return the bag. I mailed the bag to them over a week ago and still have not received my refund. I have read the reviews on their Facebook page and on-line and it appears this has happened to many consumers. Some consumers even state they have not received their refunds after two months which is ridiculous. They are selling defective items and not returning consumers money to them. They also delete the negative comments on their Facebook. PLEASE investigate this company, their practices are extremely shady. Their are MANY reviews online that can corroborate my story.Desired Settlement: I would like to receive my refund in the time they stated (10 days) not two or three months like other consumers have reported. Please investigate their practices.

Business

Response:

Dear [redacted]:

Review: BlueFly promised to refund my money within 10 days of receiving my returns.

UPS says that Blue Fly received the 2 items on Jan [redacted]2014. It is now Feb **. I have called twice, but still no refund to account. I now have to pay a credit card bill for items I don't own/have in my possession. Below are the details of my order:

BlueFlyOrder #:

[redacted]UPS tracking:

[redacted]Desired Settlement: Immediate refund of the amount of the 2 returned items to my Visa card.

Business

Response:

We

certainly apologize about the inconvenience that prompted this correspondence. Unfortunately, we were in the midst of a

warehouse move that unintentionally, impacted your shopping experience. Our records indicate that your refund credit

was applied on February **and [redacted], and ask that you allow additional time for processing

by your financial institution.

Should you require additional assistance, email us at [redacted] or call toll free at [redacted]). From outside the

United States, please dial ###-###-####. FlyReps are available 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. EST.

Thank you for

shopping at Bluefly. We once again apologize and look forward to serving you again

in the future.

Sincerely,

Review: I returned two items, immediately after receiving them as in one day's turnaround time as they did not fit well.

I returned them via [redacted] on 12-*-2015. [redacted] tracking shows that they were returned to Bluefly on 12-**-2015.

I have called approximately 10 times to check on this return and still have not been issued a refund. I have been told several different things, lastly that they received the items on 12-**-2015 and that I would be getting a refund in probably 4 days. I called again this evening and was told I would receive a refund in 2-4 days. I am hoping that this is true.

The order numbers are [redacted] and [redacted]Desired Settlement: I am hoping you can assist with this. I am owed almost 600.00 from them.

Business

Response:

Bluefly strives to deliver the best service to all customers and apologizes for the delay in your refund as well as receiving a response from our customer service. Our marketplace vendor advised that two orders were received with one RMA number, resulting in a delay while further research was being done. Both orders have been confirmed refunded today. Please allow 3-10 business days to see this amount reflected on your account.

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 have requested an authorization to return 2 orders together in one box to save some shipping money and also just use only one box. Merchant agreed and both orders (Order #: [redacted] and Order #: [redacted]) were returned together in one box.

But I've been issued an incomplete refund amount and merchant is stating that 2 of the items from the order # [redacted] were not received by them. They are stating that they have only received 4 items instead of all 6 items which were returned for a refund.Desired Settlement: I need the full refund for the 2 items which not refunded yet to my credit card since September 2015 and it's more than 3 months for now ! The refund amount should be (Style # [redacted] SKU # [redacted] $1555 + Style # [redacted] SKU # [redacted] $ 145) $1700 + $ 153 Tax. Total Refund Amount: $ 1853.00

Business

Response:

We apologize for the time it has taken for the customer to receive their

complete refund on both orders returned. We would also like to confirm that a

refund for order [redacted] (Style

# [redacted] # [redacted] and Style # [redacted] SKU # [redacted]) in

the full amount has been completed today (12/*/15), and will appear on the

customer’s account within 3-10 business days depending on their card issuer.

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,

I had ordered a cosmetics case through bluefly in September, and proceeded through to checkout without login in as a member. Once the site had processed my details, it displayed an error message. At that point I had not received any confirmation of purchase. I had thought, maybe I should create a membership to process the order, and that had worked.

After the purchase had been confirmed, I double checked my paypal, just to check the rates and realised I'd been charged for the initial order I had placed (which I received the error message), I quickly messaged bluefly customer service to try and figure out what had happened and to cancel the initial order.

I received an email back 3 days later saying I cannot cancel an order via email, although it was the fault of the website failure that had caused the issue.

There had been emailing back and forth, with various bluefly customer service team members, not being able to locate the initial order due to different email addresses being used, where they could've simply searched for matching names and addresses, which could've been a simple solution.

Afterward, I shipped the initial order back, and only received a partial refund. I received a completely random amount on the return shipping (clearly they should not be running a business if they can't do simple maths), then also a partial refund on the item and even charged for a $6.95 shipping fee when blatantly it was at the fault of their website.

It has been 2 weeks since their last email of 'We sincerely apologize for the delay in getting back to you. We are further researching the credits to your order so that we may give you a clearer understanding of what you were charged. We will be sending more information to you shortly. We appreciate your patience.'

So, please please please, save yourself the agony of dealing with this so called 'company', save yourself the hassle, they may have great deals, but trust me, it's so not worth it!!!

Review: I purchased a comforter set from Bluefly the end of December.. When I unpacked the comforter the quality was in poor condition. There was a hole in one of throw pillows, the bed runner corner is unraveled, and there are loose threads all throughout the comforter. I repeatedly tried to return this set because it was damaged since feb 1st and today Michele B from Bluefly said they will not accept the damaged set because it is not within their 21 days. If a product is damaged the retailer should try to make good on the purchase with the consumer. Instead Bluefly asked for me to send pictures of the defective comforter set then later come back and refuse assistance.Desired Settlement: I want to return the damaged comforter set back to Bluefly and receive a full refund.

Business

Response:

Bluefly strives to deliver the best service to our customers and apologizes for your experience. As the return request was outside of our return policy, we are unable to accept the item back. As a courtesy, the customer has been offered a store credit in the full amount of the item received- not requiring a return. Please note- pictures are required for any issue reported by a customer and do not guarantee return exceptions. We are sorry that the customer is unhappy with the item received and would be happy to offer a store credit in order to replace the item.

Review: I placed two separate orders online on 2-*-2015 and neither item fit the description on their website. As I was encountering Technical difficulty I contacted them as an online chat and perhaps I failed to communicate my dis-satisfaction because this is a company that charges you shipping charges to send and shipping charges to return, if the company miscommunicates both their sizes online and the fabrication and colour, they least they can do is waive the shipping charges for both rather than just one. They are not very forthcoming in responding to communications except to inundate my mail box with e-mails with as many as 2-3 promotions within a 10 minute time span. My communications get ignored and when they do respond they are not very helpful or proactive with results. I knew nothing about this company prior to placing an order on February [redacted], however, now that I am researching reviews, apparently this company has a very poor rating and an even worse reputation.

Order Number [redacted] Order Number [redacted]

RMA [redacted]Desired Settlement: I would like my immediate refunds to my card for any and all shipping charges included in my payments, and to stop sending me e-mail promotions.

Business

Response:

Bluefly apologizes for the inconvenience and will be issuing the customer a full refund on both orders including shipping as a courtesy.

Review: In the past month I've placed three separate online orders from Bluefly where I've received different merchadise then I ordered. I find this totally unacceptable and appalling. By the time I received the incorrect merchadise in each case, the actaul item I ordered was no longer available. Additionally two of the items have not been returned per Bluefly's stated return policy of refunding the consumer within 10 business days of receipt of the return merchandise. This is a clear breach of warranty by Bluefly.Desired Settlement: At minimum a $500 cash payment in addition to refunds in each case as an acknowledgement that three incorrect orders in a months time is totally unacceptable. Furthermore as mentioned above two of the items have not been returned per Bluefly's stated return policy of refunding consumers within 10 business days of receipt of the return merchadise.

Business

Response:

Bluefly apologizes for the inconvenience caused by inventory error and has contacted the appropriate department to advise further regarding this issue. Bluefly has expedited the returns process to refund the customer accordingly in full.

Review: Order [redacted] placed on ** October 2013, according to Bluefly was despatched via DHL on ** October 2013 to my employment address under tracking number [redacted]. To date I have not received the goods, however [redacted] Tracking shows item was delivered/collected on ** October from a Postal Office 20 miles away from my delivery address.

I have emailed Bluefly 3 times, contacted via Facebook and Twitter and they have not acknowledged my emails, let alone address the issues. I have also contacted the Postal Carriers who advises complaint must be made with Bluefly as even if the [redacted]/their agents are at fault compensation will only be paid to the sender.Desired Settlement: For Bluefly to respond to my email(s) regarding missing order / misdelivery of order. They also need to smarten up their customer service and have a duty of care to investigate these issues as I am out of pocket $374.40 + Credit Card Issuer fees of $12.00

Business

Response:

Hi [redacted]: