Zulily LLC

Hello [redacted],
Thank you so much for taking the time to let us know about your issue with the comforter set via the Revdex.com.  I am so sorry that we dropped the ball on getting a resolution for you in a timely manner.  I did email you personally but did not receive a response that we have...

refunded the set as well as had the vendor ship a new one out to you.  I hope you have received the new comforter set and that it is exactly what you were looking for.  If you have any other questions or concerns please feel free to contact us at [email protected] or by phone at (877) 779-5615. 
Have a great day,
Autumn M.
Customer Service Supervisor
Zulily.com
[redacted]@zulily.com

Hello [redacted],We want to thank you for reaching out to us through the Revdex.com channel. I sincerelyapologize for your negative experience you’ve had with your order. Especially since this was your first time shopping with us. We also apologize for the inconvenience thatcomes with receiving...

an item not as expected. We completely understand how frustrating this can be. And we truly appreciate this opportunity to make this right. In regards to the Order # [redacted], for the Teal & Red Eve Lavish Bedroom Set. I apologize that the item that you received did not reflect what was pictured onthe site. After looking over the order I see that a full refund of $104.94 hasbeen initiated back to your original method of payment. Note that it may takebetween 3-5 business days for that amount to be reflected in your account.  I understand that you have waited on a resolution for this item for quite sometime and I apologize for that. Just to give some clarity when items are shippeddirectly from the supplier and not from our facility we do have to follow upwith an approval process with them to determine the appropriate resolution. Even though their response was not as desired, we still processed a refund as a courtesy to you since the order did not work out as planned.  Once again we do apologize for this inconvenience this may have caused. We’veapplied an additional $10 store credit to your account, which can be usedtowards a future order on the site. We'd love for you to give us another chance to prove to you we can do better. We thank you for your feedback and bringing this to our attention. If you have any additional questions or concerns please feelfree to contact us directly.  QuintessaE. Zulily CustomerService Supervisor

A return label is shown by our system to be successfully sent on 9/26/2017 to the email on file with Revdex.com.  I have sent a follow up email as well as the return label and have received no response.  If further assistance is needed, if the customer could please respond to the email sent to...

the email address on file with Revdex.com I would be happy to assist further. Best,Autumn M.Customer Service Supervisorzulily.com[redacted]@zulily.com.

Hello [redacted], I understand your concern over the cancellation, however I had to cancel the order so that we could have the item expedited from our fulfillment center.  According to the tracking of the new shipment the item arrived on 12/26/2017.  The tracking number is [redacted] and shipped out with UPS next day air.  If you have any other questions or concerns please do not hesitate to reach out to us at [email protected] or by phone at (877) 779-5615.  Have a great day,Autumn M.Customer Service Supervisorzulily.com[redacted]@zulily.com

Hello [redacted], Thank you for contacting us via the Revdex.com with your concerns about the refund on order [redacted].  I apologize for the delay in refund.  I have had finance review the order and they have processed a refund of $99.34 back to your PayPal account and that should post in...

5-7 business days.  The processor ID for the refund is [redacted].  If you have any further questions or concerns please do not hesitate to reach out to us at [email protected] or by phone at  (877) 779-5615. Have a great day,Autumn M.Customer Service Supervisorzulily.com[redacted]@zulily.com

Hello [redacted],
Thank you for contacting us via the Revdex.com about your concerns with the refund for order [redacted].  I would be more than happy to assist you with this.  I am so sorry for the negative experience that you received when you contacted us about the return.  I have gone ahead...

and reverted the refund back to your original method of payment and that should post in 5-7 business days.  I have also refunded your original shipping fee.
I hope this experience has not turned you away from us completely and as an apology I have added a $20 store credit to your account to use on a future purchase.  The credit will remain for 18 months if you are willing to give us another try.  If you ever need any more assistance please do not hesitate to contact us at [email protected] or by phone at (877) 779-5615.
 
Have a great day,
Autumn  M.
Customer Service Supervisor
Zulily.com
[redacted]@zulily.com

I have spoke with the customer on the phone as well as sent a followup email to resolve the issue.  Our vendor will be replacing the entire unit.   Thanks,Autumn M.Customer Service Supervisorzulily.com[redacted]@zulily.com

Zulily did not fulfill the promise they agreed to.  Instead of refunding my entire purchase of 92.90, as they stated they would, the are still charging 5.95 for the return as well as giving me a store credit and charging re-stocking fee.  Do I need to submit a brand new complaint?[redacted]

Hello [redacted], Thank you for contacting us via the Revdex.com with your concerns about the return for order [redacted].  I am very sorry that your items did not work out!  Due to this being your first order with us I will go ahead and make the exception and note your account that once your...

items arrive back to us we will go ahead and revert the refund to your original method of payment.  Please be sure to email or call in as soon as you see the store credit applied to your account so we can get this taken care of.  The flat rate return fee will remain for the items.  I do apologize about the confusion with our return policy, we do provide a link to our policy under every item description on our site which describes the fee and method of refund.  The policy is also stated within our terms and conditions.  If you have any other questions or concerns please do not hesitate to reach out to us at [email protected] or by phone at (877) 779-5615. Have a great day,Autumn M.Customer Service [email protected]

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.
Sincerely,
[redacted] PSI had free shipping on these orders so I assume since you are forgiving this "misunderstanding" that I will be refunded the entire amount including the shipping.

The issue has been resolved as of 8/23/16.  they have issued me a Zulily store credit which is fine.
 
Thank you,
 
[redacted]

Hello [redacted], Thank you for contacting us via the Revdex.com about your concerns with the collection contacts for the fraudulent order placed.  I do apologize for the situation as I know dealing with fraudulent transactions can be very difficult and time consuming.  I have [redacted] out...

to our finance team to and it has been determined that it is a technical issue that you are receiving these contacts and we are looking into having this fixed.  If you have any other questions or concerns please do not hesitate to reach out to us at [email protected] or by phone at (877) 779-5615. Have a great day,Autumn M.Customer Service [email protected]

Hello [redacted],
Thank you for contacting zulily through the Revdex.com about your order. I have pulled up your account and discovered that there was a glitch in the order causing you not to get the $15.00 dollars off your order. What I have gone ahead and done was refunded you $24.98 back...

to your Visa card ending in [redacted] which you can expect to see within the next 3-5 business days.
I'd like to take the time and say thank you for being a Zulily family member and an amazing customer with us since 2011. I can see that you have found some amazing items since then.  And valued members such as yourself are what makes  a company like zulily continue to grow and be able to provide our great savings and amazing shopping events. We hope you continue to enjoy all that zulily has to offer, and give us feedback about our products so that we can make your experience magical.
Please accept my humblest apologies for the inconvenience caused by this. I'm issuing a $20.00 store credit to your zulily account. This will automatically be credited to your next order and is available now on your account. If you have questions about using your store credit, please see our FAQ. It is our number one priority to make our customers happy and satisfied in every way possible. I hope that you will forgive us and continue to shop with us. Please do not hesitate to contact us with further questions. You can call us at 877-779-5615 or email [email protected] again.
Warmest Regards,
Anieca S[redacted]
Customer service Supervisor
[redacted]@zulily.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.
 Although this is not the outcome I wanted as I did not want to shop with them again it appears I have no other option to get my refund. 
Sincerely,
[redacted]

Hello [redacted],
Thank you for contacting us about your concerns with order [redacted].  I am happy we were able to get your refund processed and send out a check in order to reimburse you for said issues.  If you have not yet received the check it should be arriving very shortly....

 If you have any other questions or concerns please do not hesitate to reach back out to us.
Have a great day,
Autumn M.
Customer Service Supervisor
zulily.com
[redacted]

Hello [redacted],
A refund has been issued to your original form of payment for the entire shipping cost of $9.67 which includes the tax for the order #[redacted]. This will become available within 5 business days.
We hope you continue to enjoy all that zulily has to offer, and feel free to reach out to us at any time so that we can make your experience magical. If you get something in the future that does not work out as expected, always feel free to email, chat or call in we are always here to help.
Thank you,
Chanell D.
Customer Service Supervisor
[redacted]@zulily.com

Hello [redacted],
 
Thank you for contacting us via the Revdex.com about the refund for order [redacted].  I am so sorry for all of the confusion.  When placing an order with PayPal the funds are immediately withdrawn from your account at time of transaction.  I did go ahead and have...

the manual refund pushed through and PayPal should see record of that shortly.  If you ever need anything else please do not hesitate to reach out at [redacted] or by phone at [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.
Sincerely,
[redacted]

Hello [redacted], Thank you for reaching out to us via the Revdex.com for the issueof the missing item.  I would love tomake this right for you today.  I want tostart out by apologizing for all the run around you received when you called into have this taken care of.  I did wantto let you...

know that it is our policy to wait ten days after the item is markedas delivered before we can take any action due to the fact that often times theitem will show up in a few days.  I willgo ahead and take care of this today.  I am going to refund the shoulder bag back to your [redacted]account and you should see the refund in 5-7 business days.  I see that another agent has already given youa $15 apology credit so enjoy!  I hopeyou find something amazing to use it on.  If you need anything else in thefuture please do not hesitate to reach out to us at [email protected] or by phone at [redacted] Have a great day,Autumn M.Customer Service SupervisorZulily.com[redacted]@zulily.come...

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. I do thank Zulily for refunding my money and trying to send me a replacement for my original order.  Unfortunately, I would like to point out that I originally ordered in gray; but my replacement is beige.Sincerely, [redacted]