Hi [redacted] We understand your frustration and please know we are working on getting the refund for you! As with the delivery of the package, we are at the mercy of the postal service while we wait for them to review the claimI have also personally reached out to our USPS business representative to help expedite the processAs soon as we hear back from USPS we can issue the refundBecause the package is marked as delivered, and not lost, this is not a typical occurrenceWith that being said we are requesting that you wait until February 3rd for the claim to be reviewed by USPS and if they have still not approved the claim we are willing to forfeit the cost and issue the refund to the original form of payment Thank you for your patience and understandingFeel free to reach out to me directly if you have any further questionsI can be reached via email at [redacted] .com
It took a couple weeks to ship out my order, then a day after it ships out the shirt I ordered goes on sale, I email the company to get them to credit my card they say no and don't respond to my emailI got my shirt and it's too small and is dirtyI've had problems with some of their products in the pastA scarf that came was with a huge pull in it and a keychain that oxidized in a month
I will never make another Purchase through Marley Lily! The products are less than desirable, monograms peeled before the item was even received, customer service very very poor, they will not take returns back even when it's their errorDo not buy from this company read the reviews online
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Verdana,Sans-Serif! 12px!important">I have not gotten a refund back from the companyI would like to know I am getting a full refund and whenI have no record of any refund being processed or issued Regards, [redacted]
Hi there, Sorry you are having to deal with this issue with your daughterAs an online retailers, we deal with it on a daily basisWe verify all credit card transactions, as we are required to, by all processing regulations, and then some As a requirement, address verification service (AVS) is done on all billing addresses associated with the card, as well as last name matchIf it doesn't match, the transaction is declineSince your daughters last name is the same as your husbands, and the address matched the correct billing address, the transaction was approved With credit card fraud on the rise, we do all we can to prevent it, because it ultimately cost us the money when it occursTo say we do not do what all other online retailers do in regards to fraud prevention, is simply incorrect and untrueI can guarantee you we do more than most major retailersMany of our customers are under the age of 18, so they will use a parents card to make purchasesSometime, unfortunately with out the parents knowledge or permission Ultimately, we are running a businessWe are not responsible for the actions of other's childrenWe will never tell someone how to parent their child, as that is not our businessPer our purchase policy, no returns are accepted for personalized itemsWe are sorry for any problems your daughters actions may have cause you and your husband
Hi there, Please see attached email from customer and our reply If she simply did an internet search for Marley Lilly, she would have found our phone number She did not ask for a store credit or refund as she alluded toI have also attached our Monogram Preview Disclaimer that is on the item page she purchased from The preview is merely to help the customer see what colors and fonts they like with their initials, and as the disclaimer state, the monogram may differ slightly to what is seen in the preview We would be happy to giver her the current sale price, which is $off to resolve the issue
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Regards,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and will accept this offer even though I am still dissatisfied with the resolution Marley Lilly's offer of $credit on a $vest is still not acceptable but seeing that they aren't willing to do the right thing, I have no choice I am stuck with a $vest that my daughter hates and that Marley Lilly misrepresented on their website and will not take back They can't possibly lose that much money by taking this vest back and doing the right thing by refunding my moneyAs a result of this experience, my family and I will no longer be a Marley Lilly customer I will tell everyone I know (via social and other media) about this experience with Marley Lilly and why they should never do business with them Their business practices are not consumer friendly and I hope others don't have to experience them like I have. Regards, *** ***
Hi ***,
The full refund was processed this morning (actually before we received your complaint)The reason no refund was issued until today, is because our store policy is only 90% (10% restock fee) of a purchase is refunded for returns within daysSince you demanded a full refund, it had to be approved by a manager, and our CS manager was out last weekSorry you did not have a good experience upon your first purchase with usWe hope you will give us an opportunity to make it up to you!
You should see a refund on your card statement in 7-business days, which is standard for most credit card companies.We hope this resolves your complaint!
Hi ***,
We are very sorry that USPS was not able to fulfill their responsibility with delivering the packagePlease understand once an order leaves our facility we are at the mercy of the US Postal ServiceAccording to their delivery times the order was shipped from
our facility in time to reach you by December 24thIf the package is lost we are more than happy to replace the merchandise or refund you for the products; however, in this situation the tracking indicates that the merchandise was delivered. https://tools.usps.com/go/TrackConfirmAction?tLabels=***When something like this happens we can replace the order or issue a full store creditWith that being said, it looks like one of our representatives offered to replace the order or issue a full store credit in addition to reaching out to USPS to file a claim and locate the package.
We typically do not issue refunds for delivered merchandise, but are willing to make an exception to this policyBefore doing so we just wanted to confirm with USPS that the package was declared as lostAs our representative mentioned on January 18th we are still in the process of confirming this with USPS and appealing the claim. In this correspondence our representative did note that this could take up to days and that there was no guarantee of reimbursementAs soon as we can get confirmation that the package was in fact lost we can proceed with the refundThank you for your understandingPlease feel free to contact the department manager, ***.com with any further questions
Hi There,
After reviewing the customer's order I am able to confirm the item made and sent to the customer was the item purchasedBecause we specialize in personalized merchandise we make every effort to ensure that the customer is able to view the product before and
after purchasing the itemAfter the order has been placed the customer receives a confirmation email so they can review the items purchasedCustomer notification history shows that this notification was sent to the customer immediately after the order was placed.
We were contacted by the customer on June 5th and on that very same day one of our customer service representatives responded addressing the concernPlease see attached email correspondencePer our company policy, the customer must agree to at checkout, due to the personalized nature of our items we are unable to accept returns or exchangesIf our staff makes an error we take full responsibility and are happy to work with the customer to get the error correctedIn this instance the item in question was made exactly as the customer orderedWe were willing to make an exception to our store policy for this customer and offered to make the item the customer thought they had ordered at a discounted price, but the customer did not accept our offer.
If the customer is still interested in having the item made at a discounted price we are happy to extend this offer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Please, please no matter how you think you feel about this situation take the time to read belowI am typing on a phone, so excuse errors.First off I never cussed at your staffName calling/cussing was not going to get a resolutionWhen I was on the phone with *** I was in a public locationI was getting my hair doneMy stylist heard the conversationIf you have been the one responding online you will see that I never used swear wordsI expressed I was frustratedIf you will let me take a moment with sincere positive intent to say the followingWhat is to follow is not meant in an argumentative tone but rather to clearly communicate my perceptions as a customerWhether your team agrees or not with customers feelings are factsThis was my experienceFirst off the Customer Service team does not know my life situationI am planning a Christmas for someone with a terminal illness (renal failure)Making sure this Christmas goes off without a hitch and is the best ever is my goalTiming is keyAs a customer I am not aware that your volume increases so exponentially this time of yearI have no way of knowingI test ordered your product for quality and timing in NovemberSo I placed a other orderThere was no indication at the time of order that there were delaysI am sure since I could not leave messages two times I called that many customers are experiencing the same thingIt is growing painsI get thatThings maybe out of stock or delayed but excellent customer service is always in stockI am concerned *** is burned outI am sure I was one of many upset customers based on communication delaysEvery response I have had has been reactionary and accusatoryInstead of, "*** I am sorry your are frustratedLet's see what we can do to help resolve this."I got an aggressive non customer oriented interactionMy stylist heard *** she was so loud*** was on the defense from the moment she calledShe did not say HelloHer greeting was, "I did too call you." I would ask that the customer service team should own customer service issues as if it were happening to themI am not saying this and demanding *** be firedQuite the oppositeShe needs additional training, more support staff, and a day offI think the lies I was told was out of fear of the reaction they might get if the truth (overwhelmed, trying go keep up, we are behind) was expressed to meFinally, great creative!!! *** told me 4-times that is not our policyI am not that person that did not proof their monogramI *GET* that policyMy order took over two weeksThat was my only issueAny team member could have been a heroLook at *** or *** *** takes anything back even if it is not their productTheir goal is excellent client service *** *** empowers their team, everyone from the Janitor to the CEO, to fix a client problem up to $5k without checking with a manager or the finance team.
I sincerely hope my negative exprence can turn a positive for the next person in my shoesI hope it spurs internal conversations about customer service and the type of company you want to be
Regards,
*** ***
P.SThe marketing team should not post tracking information on FacebookSend a private email*** did work hard to get me to people that could get me answers and get me a refund
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
">I
have not gotten a refund back from the companyI would like to know I
am getting a full refund and whenI have no record of any refund being
processed or issued
Regards,
[redacted]
I will never make another Purchase through Marley Lily! The products are less than desirable, monograms peeled before the item was even received, customer service very very poor, they will not take returns back even when it's their error. Do not buy from this company read the reviews online.
It took a couple weeks to ship out my order, then a day after it ships out the shirt I ordered goes on sale, I email the company to get them to credit my card they say no and don't respond to my email. I got my shirt and it's too small and is dirty. I've had problems with some of their products in the past. A scarf that came was with a huge pull in it and a keychain that oxidized in a month.
Hi there,
Please see attached email from customer and our reply. If she simply did an internet search for Marley Lilly, she would have found our phone number. She did not ask for a store credit or refund as she alluded to. I have also attached our Monogram...
Preview Disclaimer that is on the item page she purchased from. The preview is merely to help the customer see what colors and fonts they like with their initials, and as the disclaimer state, the monogram may differ slightly to what is seen in the preview.
We would be happy to giver her the current sale price, which is $10 off to resolve the issue.
[redacted],
I am the owner and I am the one that has been responding to your negative comments, reviews, complaints, etc...I have reviewed all the information you have sent and I am not sure what else it is you would like to get off your chest regarding your purchase and the way we executed your order. I have reviewed the conversations between you and our staff, and to say that they lied to you and hung up on you could not be farther from the truth. When you cussed at them, they remained kind and professional, even when they did not have to. The only reason we decided not to remake or reship the order, is because the item is out of stock, we already issued you a refund, and we made and shipped the original order according to our policy and turnaround time.
Furthermore, the reason you received your first order (placed on 11/22) so quickly, is because we were processing all orders with in 4-6 business days that week, due to lower order volume. To assume that you would receive an order that was placed on the 4th day (11/28) of our largest sale of the year (Black Friday), where over 20,000 orders were placed in a 5 day period, is not logical. We post our current, up-to-date, processing time on the FAQ page and at the check out step. I am sorry that the order did not arrive to you before you left for your trip. If time was of the essence, then either a Rush fee should have been paid OR an expedited shipping method should have been selected. You receive FREE Shipping, for the order value being over $50, which indicates that an expedited shipping method was not selected. In addition, if the timeline was tight, as you have indicated, then the order should have been shipped to your destination, to ensure you would receive it for Christmas.
Once again we are sorry you feel that you need to be so rude and hateful to our staff for not assuming all of these things, but there is nothing else we can do. You were already issued a refund and are going to receive a free order from us, so lets please leave it at that. Have a Merry Christmas.
[redacted]
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 as long as I receive the refund. The company mentions the manager being out last week. However, I have email proof that a manager had looked at my item last week and did not believe I should receive a full refund. So the company either lied to me in an email about a manger reviewing the items last week or lied in this report about the manager being gone last week. I can submit the email for reference.
Regards,
[redacted]
Hi [redacted] We understand your frustration and please know we are working on getting the refund for you! As with the delivery of the package, we are at the mercy of the postal service while we wait for them to review the claimI have also personally reached out to our USPS business representative to help expedite the processAs soon as we hear back from USPS we can issue the refundBecause the package is marked as delivered, and not lost, this is not a typical occurrenceWith that being said we are requesting that you wait until February 3rd for the claim to be reviewed by USPS and if they have still not approved the claim we are willing to forfeit the cost and issue the refund to the original form of payment Thank you for your patience and understandingFeel free to reach out to me directly if you have any further questionsI can be reached via email at [redacted] .com
It took a couple weeks to ship out my order, then a day after it ships out the shirt I ordered goes on sale, I email the company to get them to credit my card they say no and don't respond to my emailI got my shirt and it's too small and is dirtyI've had problems with some of their products in the pastA scarf that came was with a huge pull in it and a keychain that oxidized in a month
I will never make another Purchase through Marley Lily! The products are less than desirable, monograms peeled before the item was even received, customer service very very poor, they will not take returns back even when it's their errorDo not buy from this company read the reviews online
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Verdana,Sans-Serif! 12px!important">I have not gotten a refund back from the companyI would like to know I am getting a full refund and whenI have no record of any refund being processed or issued Regards, [redacted]
Customer could not provide correct order number so we had trouble finding the order in our system A replacement has been issued already
Hi there, Sorry you are having to deal with this issue with your daughterAs an online retailers, we deal with it on a daily basisWe verify all credit card transactions, as we are required to, by all processing regulations, and then some As a requirement, address verification service (AVS) is done on all billing addresses associated with the card, as well as last name matchIf it doesn't match, the transaction is declineSince your daughters last name is the same as your husbands, and the address matched the correct billing address, the transaction was approved With credit card fraud on the rise, we do all we can to prevent it, because it ultimately cost us the money when it occursTo say we do not do what all other online retailers do in regards to fraud prevention, is simply incorrect and untrueI can guarantee you we do more than most major retailersMany of our customers are under the age of 18, so they will use a parents card to make purchasesSometime, unfortunately with out the parents knowledge or permission Ultimately, we are running a businessWe are not responsible for the actions of other's childrenWe will never tell someone how to parent their child, as that is not our businessPer our purchase policy, no returns are accepted for personalized itemsWe are sorry for any problems your daughters actions may have cause you and your husband
Hi there, Please see attached email from customer and our reply If she simply did an internet search for Marley Lilly, she would have found our phone number She did not ask for a store credit or refund as she alluded toI have also attached our Monogram Preview Disclaimer that is on the item page she purchased from The preview is merely to help the customer see what colors and fonts they like with their initials, and as the disclaimer state, the monogram may differ slightly to what is seen in the preview We would be happy to giver her the current sale price, which is $off to resolve the issue
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Regards,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and will accept this offer even though I am still dissatisfied with the resolution Marley Lilly's offer of $credit on a $vest is still not acceptable but seeing that they aren't willing to do the right thing, I have no choice I am stuck with a $vest that my daughter hates and that Marley Lilly misrepresented on their website and will not take back They can't possibly lose that much money by taking this vest back and doing the right thing by refunding my moneyAs a result of this experience, my family and I will no longer be a Marley Lilly customer I will tell everyone I know (via social and other media) about this experience with Marley Lilly and why they should never do business with them Their business practices are not consumer friendly and I hope others don't have to experience them like I have. Regards, *** ***
Hi ***,
The full refund was processed this morning (actually before we received your complaint)The reason no refund was issued until today, is because our store policy is only 90% (10% restock fee) of a purchase is refunded for returns within daysSince you demanded a full refund, it had to be approved by a manager, and our CS manager was out last weekSorry you did not have a good experience upon your first purchase with usWe hope you will give us an opportunity to make it up to you!
You should see a refund on your card statement in 7-business days, which is standard for most credit card companies.We hope this resolves your complaint!
Hi ***,
We are very sorry that USPS was not able to fulfill their responsibility with delivering the packagePlease understand once an order leaves our facility we are at the mercy of the US Postal ServiceAccording to their delivery times the order was shipped from
our facility in time to reach you by December 24thIf the package is lost we are more than happy to replace the merchandise or refund you for the products; however, in this situation the tracking indicates that the merchandise was delivered. https://tools.usps.com/go/TrackConfirmAction?tLabels=***When something like this happens we can replace the order or issue a full store creditWith that being said, it looks like one of our representatives offered to replace the order or issue a full store credit in addition to reaching out to USPS to file a claim and locate the package.
We typically do not issue refunds for delivered merchandise, but are willing to make an exception to this policyBefore doing so we just wanted to confirm with USPS that the package was declared as lostAs our representative mentioned on January 18th we are still in the process of confirming this with USPS and appealing the claim. In this correspondence our representative did note that this could take up to days and that there was no guarantee of reimbursementAs soon as we can get confirmation that the package was in fact lost we can proceed with the refundThank you for your understandingPlease feel free to contact the department manager, ***.com with any further questions
Hi There,
After reviewing the customer's order I am able to confirm the item made and sent to the customer was the item purchasedBecause we specialize in personalized merchandise we make every effort to ensure that the customer is able to view the product before and
after purchasing the itemAfter the order has been placed the customer receives a confirmation email so they can review the items purchasedCustomer notification history shows that this notification was sent to the customer immediately after the order was placed.
We were contacted by the customer on June 5th and on that very same day one of our customer service representatives responded addressing the concernPlease see attached email correspondencePer our company policy, the customer must agree to at checkout, due to the personalized nature of our items we are unable to accept returns or exchangesIf our staff makes an error we take full responsibility and are happy to work with the customer to get the error correctedIn this instance the item in question was made exactly as the customer orderedWe were willing to make an exception to our store policy for this customer and offered to make the item the customer thought they had ordered at a discounted price, but the customer did not accept our offer.
If the customer is still interested in having the item made at a discounted price we are happy to extend this offer
The product I received said made in ChinaA monogrammed necklace was made in China & was I should've went to *** *** for superior quality
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Please, please no matter how you think you feel about this situation take the time to read belowI am typing on a phone, so excuse errors.First off I never cussed at your staffName calling/cussing was not going to get a resolutionWhen I was on the phone with *** I was in a public locationI was getting my hair doneMy stylist heard the conversationIf you have been the one responding online you will see that I never used swear wordsI expressed I was frustratedIf you will let me take a moment with sincere positive intent to say the followingWhat is to follow is not meant in an argumentative tone but rather to clearly communicate my perceptions as a customerWhether your team agrees or not with customers feelings are factsThis was my experienceFirst off the Customer Service team does not know my life situationI am planning a Christmas for someone with a terminal illness (renal failure)Making sure this Christmas goes off without a hitch and is the best ever is my goalTiming is keyAs a customer I am not aware that your volume increases so exponentially this time of yearI have no way of knowingI test ordered your product for quality and timing in NovemberSo I placed a other orderThere was no indication at the time of order that there were delaysI am sure since I could not leave messages two times I called that many customers are experiencing the same thingIt is growing painsI get thatThings maybe out of stock or delayed but excellent customer service is always in stockI am concerned *** is burned outI am sure I was one of many upset customers based on communication delaysEvery response I have had has been reactionary and accusatoryInstead of, "*** I am sorry your are frustratedLet's see what we can do to help resolve this."I got an aggressive non customer oriented interactionMy stylist heard *** she was so loud*** was on the defense from the moment she calledShe did not say HelloHer greeting was, "I did too call you." I would ask that the customer service team should own customer service issues as if it were happening to themI am not saying this and demanding *** be firedQuite the oppositeShe needs additional training, more support staff, and a day offI think the lies I was told was out of fear of the reaction they might get if the truth (overwhelmed, trying go keep up, we are behind) was expressed to meFinally, great creative!!! *** told me 4-times that is not our policyI am not that person that did not proof their monogramI *GET* that policyMy order took over two weeksThat was my only issueAny team member could have been a heroLook at *** or *** *** takes anything back even if it is not their productTheir goal is excellent client service *** *** empowers their team, everyone from the Janitor to the CEO, to fix a client problem up to $5k without checking with a manager or the finance team.
I sincerely hope my negative exprence can turn a positive for the next person in my shoesI hope it spurs internal conversations about customer service and the type of company you want to be
Regards,
*** ***
P.SThe marketing team should not post tracking information on FacebookSend a private email*** did work hard to get me to people that could get me answers and get me a refund
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
">I
have not gotten a refund back from the companyI would like to know I
am getting a full refund and whenI have no record of any refund being
processed or issued
Regards,
[redacted]
I will never make another Purchase through Marley Lily! The products are less than desirable, monograms peeled before the item was even received, customer service very very poor, they will not take returns back even when it's their error. Do not buy from this company read the reviews online.
It took a couple weeks to ship out my order, then a day after it ships out the shirt I ordered goes on sale, I email the company to get them to credit my card they say no and don't respond to my email. I got my shirt and it's too small and is dirty. I've had problems with some of their products in the past. A scarf that came was with a huge pull in it and a keychain that oxidized in a month.
Hi there,
Please see attached email from customer and our reply. If she simply did an internet search for Marley Lilly, she would have found our phone number. She did not ask for a store credit or refund as she alluded to. I have also attached our Monogram...
Preview Disclaimer that is on the item page she purchased from. The preview is merely to help the customer see what colors and fonts they like with their initials, and as the disclaimer state, the monogram may differ slightly to what is seen in the preview.
We would be happy to giver her the current sale price, which is $10 off to resolve the issue.
[redacted],
I am the owner and I am the one that has been responding to your negative comments, reviews, complaints, etc...I have reviewed all the information you have sent and I am not sure what else it is you would like to get off your chest regarding your purchase and the way we executed your order. I have reviewed the conversations between you and our staff, and to say that they lied to you and hung up on you could not be farther from the truth. When you cussed at them, they remained kind and professional, even when they did not have to. The only reason we decided not to remake or reship the order, is because the item is out of stock, we already issued you a refund, and we made and shipped the original order according to our policy and turnaround time.
Furthermore, the reason you received your first order (placed on 11/22) so quickly, is because we were processing all orders with in 4-6 business days that week, due to lower order volume. To assume that you would receive an order that was placed on the 4th day (11/28) of our largest sale of the year (Black Friday), where over 20,000 orders were placed in a 5 day period, is not logical. We post our current, up-to-date, processing time on the FAQ page and at the check out step. I am sorry that the order did not arrive to you before you left for your trip. If time was of the essence, then either a Rush fee should have been paid OR an expedited shipping method should have been selected. You receive FREE Shipping, for the order value being over $50, which indicates that an expedited shipping method was not selected. In addition, if the timeline was tight, as you have indicated, then the order should have been shipped to your destination, to ensure you would receive it for Christmas.
Once again we are sorry you feel that you need to be so rude and hateful to our staff for not assuming all of these things, but there is nothing else we can do. You were already issued a refund and are going to receive a free order from us, so lets please leave it at that. Have a Merry Christmas.
[redacted]
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 as long as I receive the refund. The company mentions the manager being out last week. However, I have email proof that a manager had looked at my item last week and did not believe I should receive a full refund. So the company either lied to me in an email about a manger reviewing the items last week or lied in this report about the manager being gone last week. I can submit the email for reference.
Regards,
[redacted]