Dress Lily

Dear [redacted] ,Thank you for your important review.Dresslily can be contacted 24/7 via our Support Center and Live Chat. If you cannot reach us immediately, please leave a message and we will get back to you within 24 hours. Please note that Dresslily does provide a size chart on all our item pages,...

and it is shown clearly when choosing a size. We kindly ask that customers use their exact measurements against our chart to calculate the correct size before purchasing.  For this issue,we have contacted you by email with solution,please check and reply us.We are awaiting your response. Dresslily Customer Support Team

Initial Business Response /* (1000, 6, 2015/11/05) */
Dear [redacted],
Thank you for notifying us of your complaint.
Let me start by apologizing personally for your experience. We really want to work with you to make this right.
We have taken care of your complaint and offered a resolution via...

the ticket center.
Could you please check your dresslily account and answer to us ?
Once again, we cannot apologize enough for any inconveniences this case may have caused you.
Thank you for your support and patience.
Best Regards
Dresslily Customer Service
Initial Consumer Rebuttal /* (3000, 8, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is in ongoing claim with PayPal in which the seller is saying everything opposite from what the customer service is saying. I am not comfortable closing this dispute even though customer service claims it is the only way for me to receive my refund. I will continue and wait for PayPal judgment. If I close the claim and I do not receive my refund, I have no other way to dispute
Final Business Response /* (4000, 10, 2015/11/05) */
Dear [redacted],
Thank you for your reply.
We are willing to figure out the solution for you, but we can not do it with case open.
We had did business for years, it is not our business way to cheat customer.
Looking forward to hearing from you at the support ticket.
Best Regards
Dresslily Customer Service

Dear [redacted],
Thank you for notifying us of your complaint.
I am sorry to tell you that we did not find your order in our website according to your name and email address.
Would you mind sending us your valid order number so we can check the information for you? Here is link: http://support.dresslily.com/
We really sorry for all the inconvenience.
Best Regards
Dresslily Customer Service

I am rejecting this response because:
They said 48 my money would be return but it has been 72 hours. I have emailed , no response.

I had responded yesterday that I received the merchandise....exactly 2 days after telling Dress Lily via voice mail that I was and then filing. I got the merchandise on 12/29 over 6 wks after ordering and in a plain envelope with no carrier info or paperwork inside. I was told by them on 12/13 that DSL was delivering via Priority mail and was given a tracking number......it was made up and verified by both DSL and PayPal to be false. Furthermore, I paid by a debit card and the money was taken out under PayPal [redacted], not Dress Lily nor was I told it would be under another name. That is how PayPal got involved.....I called them to see if they processed the payment and they did not.
Supposition but I am convinced I would not have received anything had I not been persistent and reported to Revdex.com. Many others have not received merchandise. I filed a fraudulent claim from my bank which I did rescind once I received the merchandise but changed my card and number.
This company is a scam and needs to be investigated and shut down on e-commerce. They never once responded to written or phone messages.

Dear [redacted] , We hope this message finds you well.We regret any inconvenience or frustration that your experience has caused you.Please rest assured that we are always here to help you. For items in order [redacted] you are not satisfied with, we are refunding in full...

USD42.6 to your paypal.You can keep the items and don't need to return to us.For the above refund, please allow 48 working hours for the transaction to appear in your paypal account. Find out more about our policy see here:https://www.dresslily.com/m-article-id-80.htm We have also submitted this issue to the related colleague to improve it.Once again, we sincerely apologize for any inconvenience that may have been caused and we look forward to hearing from you.You are a valued customer, we are committed to providing you with the best service possible. Best Regards[redacted]Dresslily Customer Servicehttp://www.dresslily.com/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

[redacted] ,Thank you for your important feedback.Different shipping methods offer different shipping times and we ask that customers select a shipping method that suits themThe actual delivery time can be affected by peak shipping periods, public holidays, bad weather and other reasons sometimes We have arranged the refund of 19.45USD to your account ,please log in your account and check it.Many thanks, Dresslily Customer Support Team

[redacted], Thank you for your recent commentWe really have shipped the order to the address you offered us.We can not edit your order after it is shipped out.You did not receive your order since you have offered us the wrong
zip code.For you issue,We have arranged the refund and explain the detail information on email, could you kindly check it ?We very much regret that the inconvenience has occurred.Best RegardsDresslily Customer Service

Initial Business Response /* (1000, 5, 2015/10/14) */
Dear [redacted],
Thank you so much for your important feedback. We are always very grateful to hear from our customers.
We apologize for the issue that you have raised.
We have noticed that the parcel shipped out by unregistered mail, we can...

not get the parcel situation from the website.
Therefore, we need customer to help us confirm the information so that we could contact with shipping company for solution.
We also contacted the customer to apologize for the delay and offer an accommodation for their troubles and inconvenience. We feel that this is the least we can do in the circumstances.
Best Regards
Dresslily Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from this company is not true. When I contacted this company through their website, they responded that I would have to wait until November before they could do anything. They also said it takes up to twenty five days to receive their merchandise. It has been over a month.
Since contacting Revdex.com, one package was received on 10/13/15 and it was deplorable. I ordered two dresses in two different sizes. (LXXXXXXXXXXXXXXXX) The collar on the extra large dress was not sewn properly. It is lopsided and looks like a child was learning to sew for the first time. It was supposed to be extra large, it is the size of a skirt, and very small. The other, which is supposed to be a large, will fit a size 5. Please note that I used the size chart in deciding size to order. The product is defective. Secondly, this company has not contacted me about shipping problems or to get information. Here is the response I received from them on October 12, 2015:
Dresslily Customer Support At :10/12/2015 03:49:44 UTC
Dear [redacted],
We are extremely sorry that you have not received your order yet. In order to solve your issue well, we will advise you request different orders in different ticket. Or if you like, we will offer you order status one by one. This is order LXXXXXXXXXXXXXXXX.
Please kindly note surface is the cheapest and also the slowest shipping option in the checkout. As the service is provided by the post office, here are some external factors that will affect your delivery: remote locations, peak season, holidays and Festivals (either in your country or in China), weather and correspondence delay between customs' operations and post office.
Although most orders sent with this service provider can arrive between 10 and 25 working days, some orders can be delivered up to 45 working days.
We shipped the order through 2 packages on date Sept.5th and Sept.10th. Based on our policy we can offer compensation on date Nov.10th. Please fell free to contact us on date if you haven't received the package, we will offer you the right solution.
Could you please confirm the shipping address with us?
customers: [redacted], shipping address: 8213 NW 40th ct. , city: coral springs, state: Florida, zip_code: XXXXX, country: US, phone: XXXXXXXXXX
Their response was sent after contacting Revdex.com; nonetheless, their site states 10-25 days for delivery. This is the first I ever heard of 45 days. To have to wait 2 months for a refund is unacceptable and is not the right solution. Since contacting Revdex.com, one of the packages arrived on 10/13/2015 as I stated above and it was not as advertised, but a deplorable sewing job (as stated earlier). Below is my response to Dress Lily:
"My shipping address is correct as given: 8213 NW 40th Ct. Coral Springs, Florida XXXXX Phone: XXX-XXX-XXXX
First of all, I do not accept your excuses for the packages not being delivered. Never was anything on your website or correspondence before this, mentioned about taking up to 45 days. Secondly, the last order, (LXXXXXXXXXXXXXXXX)which I had delivered to my sister arrived and we were devastated by what we saw. The collar on the dress looks as though a little child was playing with a sewing machine or trying to learn to sew. It was sewn atrociously, lopsided and just plain ridiculous. It is unbelievable that a company would send something like this to an unsuspecting customer. It is supposed to be an extra large, but it is about the size of a small skirt. The second dress in the package is a large and it will perhaps fit a size 5. I was careful in ordering by your size chart, so I know I ordered correctly according to the measurements given there. I would like a refund for this order in the amount of $39.72. You are not operating in integrity or truth. Nothing will satisfy me but to have my money refunded. I have not yet received the other two orders, and I am still waiting and hoping that this will not be as the order I just received, a big disappointment. Seriously, 45 days for a resolution is preposterous."
Respectfully,
[redacted]
Final Consumer Response /* (4200, 11, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I responded to Dress Lily regarding ticket ATXXXXXXXXXXX. I confirmed the address. The Post office was no help. I do not believe the product was ever sent, nonetheless, they have the opportunity to make good on my order, and they are not doing it.
Below is my response I sent them:
Again, My shipping address is correct as given: 8213 NW 40th Ct. Coral Springs, Florida XXXXX Phone: XXX-XXX-XXXX
First of all, I do not accept your excuses for the packages not being delivered. Never was anything on your website or correspondence before this, mentioned about taking up to 45 days. Secondly, the last order, (LXXXXXXXXXXXXXXXX)which I had delivered to my sister arrived and we were devastated by what we saw. The collar on the dress looks as though a little child was playing with a sewing machine or trying to learn to sew. It was sewn atrociously, lopsided and just plain ridiculous. It is unbelievable that a company would send something like this to an unsuspecting customer. It is supposed to be an extra large, but it is about the size of a small skirt. The second dress in the package is a large and it will perhaps fit a size 5. I was careful in ordering by your size chart, so I know I ordered correctly according to the measurements given there. I would like a refund for this order in the amount of $39.72. You are not operating in integrity or truth. Nothing will satisfy me but to have my money refunded. I have not yet received the other two orders, and I am still waiting and hoping that this will not be as the order I just received, a big disappointment. Seriously, 45 days for a resolution is preposterous. I will now submit a response again. I have to do this for each order, it seems.
Final Business Response /* (4000, 9, 2015/10/20) */
Dear [redacted],
Thank you for your recent comment.
We apologize for the inconvenience that have caused.
We had contacted you for the issue solution at ticket:ATXXXXXXXXXXX and we didn't receive the reply.
Would you mind to keep communication there so that we could figure out the best solution?
Best Regards
Dresslily Customer Service

Dear [redacted] ,Thank you for taking the time to write a review.We regret to inform you that your package has been destroyed since no one to receive the package.For your issue,we have sent the email about the solution via our ticket system. Please kindly check it and reply to us .Thank you.Dresslily...

Customer Support Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12190538, and find that this resolution is satisfactory to me.They responded to me and said that they arranged the full refund to me, from the item that I received with poor quality and the item I did not receive yet and I will get the refund from 7 to 14 business days. Thanks so much for helping me to solve this issue.Regards. [redacted]

Dear [redacted], We regret to tell you that we did not receive your order.All of our items can be shipped using varying shipping methods. The method of shipping can be chosen by the client during the check out process. We have state the detail information and offered the solution in the email via...

our ticket system. Please kindly reply to us .We are awaiting your response. Dresslily Customer Support Team

Initial Business Response /* (1000, 5, 2016/03/22) */
Dear customer,
Thank you for notifying us of your complaint.
We want to extend our apologies to you regarding your issue, we will work hard to ensure it is resolved to your satisfaction.
For your case, we has confirmed the problem and...

offered a solution on our support center, could you kindly check your email then offer a reply?
We will also contact the customer to apologize for the delay and offer an accommodation for their troubles and inconvenience. We feel that this is the least we can do in the circumstances.
Thank you for your time again.
Best Regards
Dresslily Customer Service

Initial Business Response /* (1000, 5, 2015/10/14) */
Dear [redacted],
Thank you for being kind enough to tell us about your experience. It means a lot to us because it gives us an opportunity to improve.
The parcel had been shipped with unregistered mail, and we can not get the situation for the...

website. But we had contacted the shipping company for this issue, please keep communication at your support ticket for better solution.
Thank you for bring this to our attention.
Best Regards
Dresslily Customer Service

[redacted], Thank you for your important feedback.We have arranged the rest refund to your payment account.Could you please log in your account and check it? Thank you so much for your patience.Dresslily Customer Support Team

Dear [redacted] , We hope this message finds you well.We regret any inconvenience or frustration that your experience has caused you.Please rest assured that we are always here to help you. For order [redacted], I have checked that it has been cancelled and refunded in full...

USD75.69 on date Oct 11th as per your needs.Have you received the refund? We are sorry for the issue.We will try our best to improve our service. Since you are our valuable customer, we are glad to offer you a cash coupon USD10.You can use as a discount for your next purchase on our store.Could you please confirm it with me that I can go ahead? We have also submitted this issue to the related colleague to improve it.Once again, we sincerely apologize for any inconvenience that may have been caused and we look forward to hearing from you.You are a valued customer, we are committed to providing you with the best service possible. Best Regards[redacted]Dresslily Customer Servicehttp://www.dresslily.com/

Initial Business Response /* (1000, 5, 2016/04/12) */
Dear [redacted]
Thank you again for bringing these matters to our attention.
I am sorry to tell you that we did not find the order you placed on March 31 in our system.
Would you mind sending us your valid order number or email address? If...

we made a mistake, we would like to assist you so much therefore contact information is very important for both of us.
Here is link: http://support.dresslily.com/
We will help you to solve your issue after we checked the detail information.
Thank you very much for your kind support in our work in advance!
Yours Sincerely
Dresslily Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2016/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Order Number LPXXXXXXXXXXXXXXX was mailed on April 1 with a reference number of BJXXXXXXXXXXXXX. The item should have arrived within 7 to 24 business days and it has not. I am getting frustrated with this company, as they say they cannot locate my order information.
Final Business Response /* (4000, 9, 2016/04/18) */
Dear [redacted]
Thank you for notifying us of your complaint.
We are really sorry that you did not satisfied with the items you received.
We very much regret that the issue has occurred and are fully committed to resolving it to your satisfaction.
We have followed your unreceived case and sent email to you to solve this problem, could you kindly check your account then reply our email?
We would be grateful if you could please continue your communication with us in your support ticket(s), so that we can work together to reach an acceptable solution. We are committed to assisting every customer at any time. Many thanks.
Best Regards
Dresslily Customer Service
Final Consumer Response /* (4200, 11, 2016/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I tried notifying Dresslily about the order I did not receive. They said to contact them with order number but every time I try to enter the order number it says it is invalid. I am getting frustated.

Dear [redacted], We regret any inconvenience or frustration that your experience has caused you.Please rest assured that we are always here to help you. According to our policy, all items must be returned to us at the customer's expense for a product refund to our warehouse...

address.  Kindly refer to our policy here: https://www.dresslily.com/m-article-id-80.htm Please note: Any and all return shipping fees will be at customer’s expense and are non-refundable. L1[redacted]240159We have checked this order for you. Since you are our precious customer, we would like to provided the speciao service for you. We have arranged your refund of 57.66USD to your original payment account on Feb 26,2018.Please allow 7 to 14 working days for the transaction to appear in your credit card account. The exact length of time is dependent on your card issuing bank. Once again, we sincerely apologize for any inconvenience that may have been caused and we look forward to hearing from you.You are a valued customer, we are committed to providing you with the best service possible. Best Regards Dresslily Customer Servicehttp://www.dresslily.com/

Initial Business Response /* (1000, 5, 2016/07/22) */
Dear [redacted],
Thank you for notifying us of your complaint.
We have shipped out your order in XXXX-XX-XX.
The delivery information shows the package has been delivered .
We have offered you the solution in the email,please check it and...

reply to us.
Thank you so much for your cooperation.
Best Regards
Dresslily Customer Service