The Pink Lily Boutique

Hello ***, Sorry for the confusion on this order. Upon checking, it appears as though you entered a different email address on your order than you used for this complaint, so that might have been the reason you never received a confirmation email. It does appear your items were
shipped out to you and they were delivered successfully on October 3rd. To make up for the frustration - we have put a $store credit on your account to be used for a future purchase. Just log into your account before purchasing and select 'use store credit' when you get to the payment screen. We hope we can make it up to you on your next order! Thanks for shopping with us!!

Business Response to a Complaint
Complaint ID#:
***
Company Name:
The Pink Lily Boutique
Company Contact:
***
Company Phone:
***Company Email:
***
Person Who Sent the
Complaint:
*** ***
Staff Member:
Response:
We are so sorry that the customer is unhappy with her purchaseUpon inspection of the returned item, it is clear that the customer received the exact item that is portrayed on our websiteHowever, outdoor/indoor lighting or computer monitor resolution may sometimes slightly alter the look of certain colors, as stated on our return policyWhite colors could be more of a cream color, and vice versa, but the colors in the shirt were not close to a 'brown' colorAs far as the return, we normally do not accept returns on clearance items because they are basically leftover items from the seasonThis policy is stated on two different sections on our website, on the checkout page (that the customer must 'agree to' before proceding), and it is listed on the customer's invoiceIt is our hope that having this policy advertised in numerous locations will inform customers before checking out, but sometimes the customer still does not notice the policyWe will be making an exception in this case and giving the customer store credit for the amount of the item plus shipping costs$has been credited to the customer's account as of 02/27/
Sent on: 2/27/11:59:AM

Thank you for the refund Pink Lily!*** ***

Hi ***, We are very sorry for the bad experience you had with us Unfortunately in this situation - we had our owner, photographer, and customer service representative compare the items and we did, in fact, send the correct scarf to you The item you received was the exact item
that was posted on our website We apologize for any confusion However, we would still like to offer a $coupon towards your next purchase at The Pink Lily Boutique This amount will be saved under your account next time you log in. Thank you for being a customer!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12323393, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
Celina Engles

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
If indeed this is the correct scarf, then as a business, the Pink Lily Boutique should do a better job at presenting the items they are selling accurately in their photographs. I have seen numerous scarves that look like the one I was sent on different websites and those photos accurately depict the scarf. Had your photo looked like theirs, there would have been no confusion and I wouldn't have placed an order with the Pink Lily Boutique as the scarf I received isn't what I wanted. If I wanted this one, I could have got it cheaper elsewhere. I do not want a $10 store credit as I cannot trust your photos to depict the products correctly. Then I will be in the same boat all over again. I would like to mail this scarf back and get a full refund on my credit card.
Regards,
[redacted]

The dresses were clearly in perfect condition, as we had employees, managers, and owners inspect them upon arrival.  Despite this - we made an exception and gave the customer a refund instead of store credit.  We simply deducted a restock fee of less than $5 to account for us having to...

pull our employees and managers away from their daily routine in order to focus on this minor issue.  Our return policy states that IF we decide to make and exception and offer a refund - we still have the right to deduct a nominal re-stock fee.  We apologize for the inconvenience but we stand by our decision to deduct this fee from the refund.

Please mail the item back with a note referencing this conversation and we will give you a refund for the scarf. Thank you.

Sorry for the inconvenience but we cannot give refunds or store credit on purchases from 9 months ago.  Thank you, Pink Lily

So sorry that the customer was confused on the color of this dress.  However, it did say the color 'mint' in the title.  The the name of the dress purchased was "Chase After Me MINT Dress" and the item description also states that the dress is mint, so clearly we advertised the...

correct color of the product.  Nowhere in the product title or description did we claim this dress was 'baby blue'.  The item was also marked down on clearance, we gave an additional 25% off that price, plus free shipping - the customer purchased these dresses for less than we paid for them.  Unfortunately we are unable to offer returns or refunds for items with are marked down over 60% with free shipping.  We cannot accept items back that we are taking a loss on.  Again, so sorry for the confusion, but we did state clearly that this was a 'mint' colored dress in the title AND the item description.   Please see below for item description exactly how it is listed on our website.Item:  Chase After Me Mint CLEARANCE!!!Description:  Mint wrap maxi with an elastic band where the wrap starts, no lining underneath, and no padding! Colors may vary from different viewing devices.We apologize for the inconvenience but we are unable to do anything further in this situation.The Pink Lily Boutique

We apologize you are unsatisfied with your order.  However, we do heavily advertise our return policy on our Facebook page, our website and our invoices.  We also require customers to click 'I agree' before continuing through the checkout policy.  We try and make this policy as...

transparent as possible.  For those reasons we are unable to offer a refund for this order.  We would like to try and earn your business again.  If you email [redacted] we will be happy to provide you with a 20% off coupon for your next purchase.  You also have the full value of your order as store credit on your account.  With over 80,000 items to choose from we are confident you can find the perfect item on pinklily.com.  Thank you for your business.

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made...

by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It was not 3 months. It was 30 days. As I explained earlier I was haggling with you to get a refund. Hence the delay in the return, but 3 months is a lie. The reason you are not more willing is you can’t resell the clothes. A very anti customer friendly stance. Make this right, Pink Lily. Attached is a screenshot of the email you sent rejecting the return.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted]
They do not advise all of their customers to hand wash their clothing. I have bought clothing from them a few times and have never been told that nor have I heard them tell other customers that either. 
Regards,
[redacted]

We are sorry that the items didn't work out for you.  We try and make every effort to see that our customers are satisfied.  While the sleeve length may not meet your preference, we did examine the item and determined it was not defective or faulty in anyway.  We will make an...

exception in this case and apply a $30 store credit to your account for use on a future purchase.  We hope you will shop with us again.[redacted]

Pink Lily Boutique fully stands by the quality of each product we sell on our website.  We have shipped out over 1 million items and we hold our vendors to the highest possible standards.  If your item was defective upon arrival we would have replaced it immediately with no questions...

asked.  However, we are unable to assist in this matter, since you mentioned that the items have been worn for over 6 months.  We cannot be held responsible for wear and tear that naturally happens over 6 months of customer use.  We apologize for the inconvenience.  Thank you, [redacted]

We are so sorry for the experience.  If you feel the material is defective then we will absolutely provide a refund for your purchase.  I will have our customer service team issue this refund today. Thanks for shopping with us!

We list our return policy in multiple areas of our website.  It is listed on the home page, and the 'return policy' tab.  Additionally, before a customer can proceed with her order they must check the box that states 'I agree with terms and conditions' and the return policy is listed there...

as well.  We feel the policy is advertised very well

So sorry for the frustration.  We try and make our return policy as transparent as possible.  We list the policy on the product page, and on the 'shipping & returns' page.  We also list it on the receipt and have our customers check a box that approves the return policy before...

placing the order.  We appreciate your feedback and will provide that to our website team.Thanks, Pink Lily Boutique

We apologize for any inconvenience, however we do have a 14 day return policy for our products.  These particular items were kept for almost 3 months before returning.  We are unable to make any exceptions in this case.Pink Lily