Zulily LLC

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 contacting us via the Revdex.com with your concerns about the boots on orders [redacted] and [redacted].  I am very sorry the size did not work out for you.  I do see that the women’s boots have already been refunded to you and I have also gone ahead and requested a...

refund for the girl’s boots and that should post back in 5-7 business days.  Please keep in mind moving forward in some situations if an item does not work out for you due to sizing issues or if an item is simply not to your liking we will request that they are sent back to us in order to be resold at a later date.  When items are returned they are expected to be in new unused conditions with all tags still intact.  The responsibility for the return shipping does fall on the customer and in most cases the sole remedy for such a situation is a store credit refund.  If you have any further question about our return policy, please see our Terms and Conditions section 2.6.  If you have any further questions please do not hesitate to contact us at [redacted] or by phone at [redacted].
 
Have a great day,
Autumn M.
Customer Service Supervisor
zulily.com
[redacted]@zulily.com

Hello [redacted],
It was a pleasure working with you to get this situation resolved.  If their is anything else I can do please do not hesitate to let me know via our email chain.  I want to apologize again for the amount of time it has taken to get this situation handled.
 
Have a great...

day,
Autumn M.
customer service supervisor
Zulily.com
[redacted]@zulily.com

Complaint: [redacted]
I hope you will provide some training to your Customer Service reps.  The responses I received to my inquiries were non-responsive to what was asked.  Both Zulily and OnTrac insisted the package was delivered because the tracking said it was.  It was not and I couldn't seem to make anyone understand.  OnTrac would only deal with Zulily and Zulily told me to work it out with OnTrac myself, so I could not get resolution.   
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: My Zulily account does reflects a $20.00 credit, howevermy bank account does not show a refund to my original method of payment.  Sincerely,[redacted]

Hello [redacted], Thank you for contacting us via the Revdex.com with your concerns about the defective food processor on order [redacted].  I am so sorry we were not able to come up with an acceptable solution within a timely manner.  I have gone ahead and refunded for the food processor and...

the shipping on this order for a total of $79.94 back to your original method of payment.  The refund should post in 3-5 business days.  I really wish that we had been able to make your first order with us a better experience, so in hopes that you will be willing to give us another try I have added a $20 apology credit to your account for a future purchase.  If you have any other questions or concerns please do not hesitate to reach out to us at [redacted]@zulily.com 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 with order [redacted].  I am so sorry about the amount of time it has taken to have this situation resolved.  I do see that the vendor did respond to our request and let us know that the bed would not be...

available for another two months so I have gone ahead and requested a refund for the price of the bed as well as the shipping charge for the furniture item.  The refund should post back to you in 5-7 business days.  If you have any other questions or concerns, please do not hesitate to reach back out to 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],I want to thank you for reachingout to us via the Revdex.com so that we can get this fixed for you.  I am more than happy to assist you with thisissue.  I am sorry to hear that the itemsfrom your recent order # [redacted] didn't meet your expectations. I see that you havebeen a loyal...

customer since 06/16/2014. As you know you have placed 89 orders with us and we doappreciate that. I also see that we have been able to work together and havecome to many conclusions on almost half of your orders in returns and refunds.I hope to be able to work with you on this order as well.We don't accept returns typicallyas we don't house any inventory. We can sometimes make exceptions on a case bycase situation. I can defiantly understand that you were very excited to findsuch a great deal and may have overlooked the return policy on each of theitems. It is conveniently listed under each item as “RETURN POLICY: This item not eligible for return. Why?” There's no need to return the Fuchsia &Tan Push-Up Bra Set, as we are not able the receive returns on intimate appealwithout any exception. Please simply donate it tosomeone in need. I have requested a refund for $48.29 which is the amount thatyou spent on it. I do apologize that we were notable to cancel this and that on Order #[redacted] 4 Camisoleswere canceled in error. I do see that another order for the same 3 Camisoles excluding the Black Lace MaxiCamisole - Women & Plus was then placed on September 11, 2015 in order # [redacted]. I am happy that you are still able to get these items. Our ultimate goal is for you to be happy with youritems from zulily. If you need assistance with an order or have any furtherquestion please feel free to call[redacted] Monday-Friday, 5am-8pm PT,Saturday & Sunday 6am-6pm PT or email [redacted]@zulily.com anytime. We willbe more than happy to make it right for you. Have a great, Faith B.Customer Service Supervisor[redacted]@zulily.com

Hello [redacted],
 
Thank you for contacting us via the Revdex.com with your concerns about the returned merchandise on order [redacted].  I am very sorry the dresses did not work out.  I have gone ahead and for this situation I have refunded back to your original method of payment for the...

dresses and the original shipping cost for the order and that refund should post in 3-5 business days.  Please keep in mind for future returns that we do ask that in the case of sizing issues you will need to supply the return shipping for the items and the refund will go to store credit.  Please be sure to pay close attention to the size charts as each one is different because we carry many different brands from all over the world so sizes will vary.  If you require any further assistance 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 Supervisor
zulily.com
[redacted]zulily.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12827288, and find that this resolution is satisfactory to me.
It would be best in the future that you charge your shipping charges to the same account that the order was charged to. I charged the kimono to my master card account, not the Zulily account - yet you charged the shipping to the Zulily account and not with the purchase of the kimono on the master card. I had to review my master card statement to sort it out, verify that the shipping was not charged with that purchase, and have since paid the charge that you placed on the Zulily account. My next step will be to close the Zulily account once everything has cleared.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the full order amount was for $123.89, why is my refund only  $10.94
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
The attached pictures are what is currently being advertised and not what was advertised on 12/10.  I reject their condescending attempt at an email.  However, Zulily has agreed to refund the total amount for all items purchased and I am requesting my account be completely deleted.  No further action is needed at this time.

Hello [redacted],
 
Thank you for taking the time to contact us via the Revdex.com with your concerns about receiving the incorrect item on order [redacted].  I have taken over the correspondence with the vendor and they are going to be shipping out the correct item.  The tracking number...

for the new shipment is [redacted] and that will be shipped via FedEx.  I definitely feel like we have not responded to your requests in an appropriate amount of time and for that I am adding a $30 credit to your zulily account to use on a future purchase.  If you ever need anything 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 Supervisor
zulily.com
[redacted]@zulily.com

Hello [redacted],
 
Thank you for contacting us via the Revdex.com with your concerns about the unrecognized charges on your account.  I am very sorry for all of the frustration the situation has caused.  I would advise that as well as placing the dispute with your credit card company that you...

also file an affidavit of fraud with your local police department in order to open an investigation for this situation.  Unfortunately I am not able to provide any more information on the situation but please know that we are doing what we can on our end to prevent future issues such as closing said account so that no more fraudulent charges can be placed. Your payment profile has been erased from our system and the orders have all been cancelled.  If you have any more questions or concerns about the situation we urge you to contact your financial institution to aid in this situation.
 
Have a great day,
Autumn M.
Customer Service Supervisor
zulily.com
[redacted]zulily.com

Complaint: [redacted]I am rejecting this response because: I spoke to a gentleman on 5/16/16 who ensured me that all of my items were available and would be shipped out to my new address of [redacted] Landover,Md 20785 after 6/1/16 as I wouldn't dare have another package sent to my current address after this . What infuriates me the most is how I have been told about 9 different things in regards to this issued with no guarantee. That's a horrible way to treat a patron of your establishment! I myself have over 9 years of customer service experience and have nor would I ever treat a customer in the way this has been handled. I have been a customer of Zulily for years but I will never spend another hard earned dollar on a company with practices such as this and I will let my friends and associates (all moms) know how horrendous this has been.Sincerely,[redacted]

Hello [redacted], Thank you for contacting the Revdex.com with your concerns about the shipment for order [redacted].  I am so sorry for the delay, this item was shipped from our fulfillment center in China and experienced some delays once it reached the US.  I do see via USPS the package is...

expected to be delivered today 12/21/2017 by the end of the day.  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 of the damaged mirror on order [redacted].  I do apologize for the delay in response from our Resolutions team.  I have instructed the agent taking care of this issue to get this resolved and you have been...

refunded back to your original method of payment.  I have also gone ahead and added a $20 credit to your zulily account as an apology for the service you have received and for receiving a damaged item.  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

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 will donate the coat to the local fire department, they hold coat drives in various schools in the area for kids who can't afford coats.

Hello [redacted], Thank you for contacting us via the Revdex.com with your return concerns.  I am so sorry I dropped the ball on this one and let the return slip by without refunding.  I did go ahead and revert the store credit refunds and refunded everything back to your original method of payment and refunded back for the label and restocking fee.  You should see the refunds in about 3-5 business days.  Due to my mistake in getting this taken care of I have gone ahead and added an extra credit to your account bringing your current balance to $13.04 to use on a future order.  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

Complaint: [redacted]
I am rejecting this response because:  I don't see this as an adequate response.  You need to train your agents and more importantly managers to work with consumers and treat them with respect.  I would expect someone to reach out to me to dis cuss further as I've been a great customer and have purchased a ton from your site.  My complaint was not just about price matching (though I don't even understand your response as you should be looking to improve not just tell me what the status quo is and you should not be able to buy the same items cheaper from the brand themselves.  Even your customer rep told me to contact the brand and tell them not to list lower prices which I thought was a ridiculous thing to ask me to do).  This was a customer service issue and your response doesn't satisfy me.  You aren't apologizing for the way I was treated or doing anything for the time I spent on the phone with a Manager they refused to do anything for me.  Further you are saying this is a one time thing and I completely disagree with that as if this happened again you should want to do right by your customers.