Zulily LLC

Hello Kristin,
Thank you for contacting the Revdex.com regarding your order [redacted]. I’m so sorry to hear about what you have gone through recently. I will be more than happy to assist you with this order. It shows that a refund has been issued for this top and will be credited to...

your original form of payment. There is no need to send the top back due to the top arrived damaged. Please dispose of the top.
I’d like to take the time and say thank you for being a zulily member and an amazing customer with us since October of 2014. I can see that you have found some amazing items since then. Valued members such as yourself are what make a company like zulily continue to grow and be able to provide our great savings and exclusive 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. It is our number one priority to make our customers happy and satisfied in every way possible. Please do not hesitate to contact us with further questions. You can call us at 877-779-5615 or email [email protected].
We are always available if you have any further questions or concerns.
Warmest regards,
Chanell D.
Customer Service Supervisor
[redacted]@zulily.com

Hello [redacted],
Thank for contacting us through the Revdex.com website, regarding the TOMS that you ordered for your son. I will gladly get this resolved for you.
First, we want to your zulily experience to be fun and easy. From what it looks like, we have missed the mark on this one. Since this is out of...

character for any zulily experience, I am going to take the steps to make this right for you.  
I see that you have communicated with us to get these reshipped to you, and unfortunately, we were not able to do so. Since we are not able to ship the TOMS to you, I did issue a full refund back to your original method of payment. You should see the refund reflect in your account within 3-5 business days.
In addition, because this experience did not go well you now have a $40 store credit on your account that can be used with any future order with us. Delivery issues like this are not ideal, and we want to apologize and hopefully make the situation better.
Thank you for shopping with us and being such a patient customer. Hopefully this helps make this right. If you have any questions or concerns in the meantime regarding this feel free to reach out to me directly.
Have a Wonderful Day,
[redacted]Customer Service Supervisorzulily.com[redacted]zulily.com

We are working with this customer via email to try and get the dates requested booked.

Hello [redacted],Thank you for contacting us via the Revdex.com with your concerns about order [redacted].  I do apologize for the delay in shipping out the final item from the order.  I wanted to take a minute and explain a little better about our process.  When you place an order with zulily...

we typically do not have the items on hand at the time the order is placed, instead we wait for the event to be over (3 days) and then we place a mass order with the vendor.  Once the vendor receives the order they then get everything together and ship them out to us.  Occasionally we run into a situation where the vendor’s shipment is running behind or we did receive a shipment but not all the product was available in the shipment.  From time to time we will have items on our site that are available to ship in 1-2 days, these are typically items that we received an abundance of in a past event and have excess on hand in our fulfillment center to be shipped out.  If you wish to receive these items faster within an order, then we do provide the option to have the items expedited for a small fee and this guarantees the items ship out right away.  If expedited shipping is not selected, then we will hold the items in the fulfillment center until the other items on your order arrive and can be shipped out as well.  If the vendor is unable to provide the products within 30 days of the original estimated ship date, then we will cancel the order for the missing item and refund back to your original method of payment.I do apologize for any inconvenience this delay has caused.  I also wanted to make you aware that a shipping charge in the amount of $5.95 was refunded back to you on 2/07/2017 from order [redacted].  I also see that a credit in the amount of $5 was also given for the delay.  If you have any other questions or concerns or wish to cancel the delayed item please do not hesitate to reach out to us 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. However, I still can not reach a person on the phone and have not received my credit to my account, nor is it clear to me if I need to send back the boots. I have tried again to call and put on hold for an indefinite period of time.Sincerely, [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 only when the complete original payment amount of $666.94 due to be refunded is received in full, within the respondent given timeframe of 5-7 business days. This acceptance of terms will find resolution to this claim if and only if Zulily abides to issuing the full refund within the stated 5-7 business day timeframe. Sincerely, [redacted]

Hello [redacted], Thank you for contacting us via the Revdex.com with your concerns about the funds held due to a fraudulent purchase.  I am very sorry for the situation as I am sure it is very frustrating.  I did check with our finance department and the funds have been released on our end and...

should be back to your account.  If you need any further assistance on this matter if you could please contact us with a fax number for your financial institution as well as a person of contact and we can get this information over to them to get the funds back sooner.  If you have any other questions or concerns we can be reached 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: Once again, if I pay for merchandise with a credit card and the returned items are reimbursed in store credit, that is an EXCHANGE, not a RETURN. Zulily should make this policy clear on the website and note “exchanges available“, instead of “returns available” as they do currently. There is no explanation no any legal reason for state tax to be withheld when an item is being returned. 
Sincerely,
[redacted]

Hello [redacted], Thank you for contacting us via the Revdex.com about a recent security email received.  I am more than happy to clarify some things about the email.  The email you received was sent out because someone had recently logged into your zulily account.  As the email states the...

login attempt may have been you or it may have been someone logging in fraudulently. Here at zulily we take your safety and security very seriously. The email was sent to protect your information and to let you know that a log in on your account had been done.  The email was sent for your security and protection only. If you feel uncomfortable with the email you received and would like to close your account please contact us. We can be reached by email at [email protected] or over the phone at (877) 779-5615. Have a great day,Autumn M.Customer Service Supervisorzulily.com[redacted]

This situation was resolved via email on 10/5/2017.  Customers refunds have been reverted back to her original method of payment as of 10/10/2017.

Hello [redacted],Thank you for reaching out to us via the Revdex.com.  I am more than happy to assist you with this issue.  I am sorry to hear that the items you placed in your cart never arrived. I would be more than happy to help you in this situation.In order to be able to better assist you in either...

locating a valid order with Zulily or a refund to [redacted], we will need a little more information than that in which you provided to the Revdex.com. I have tried to locate an order that matches the items listed, but all I could find was 5 orders with sunglasses and shoes. I searched our database by using your full name, email, phone number, address. In which I could not find the items you listed to the Revdex.com. Could you please provide all of the following:·         Address it was shipped to·         Email address used to place the order·         Full name on order·         Order number·         Transaction number with [redacted] (so we can have our finance team locate the [redacted] transaction for $187.00).I hope to hear from you soon so we can take care of this for you. Thank you for your continued patience. If you have any further questions or concerns please feel free to contact me directly. 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 shipping refund on order [redacted].  I am very sorry for the amount of time it has taken to resolve this issue and I am more than happy to get it taken care of for you today.  i have gone ahead and requested...

the refund for the shipping cost of $24.95 and that should post back to your visa in 3-5 business days.  If you have any further 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 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, so long as the refund is received within a reasonable amount of days. Thanks. 
Sincerely,
[redacted]

Sent: Tuesday, May 16, 2017 9:41 AMSubject: ZulilyJust informing you that this has been resolved on 5/16/17

Hello [redacted], The blocked account is due to a dispute with Synchrony bank (card issuer), unfortunately zulily does not have the ability to unblock the account but if you contact Synchrony they will be able to address this issue for you.  The contact information for Synchrony bank is (855) 597-4790.  If you would like to respond back to the email I sent [redacted]ier I would be happy to find a time to jump on a three way call with Synchrony and help match up order numbers with any charges you are still unsure of. Have a great day,Autumn M.Customer Service Supervisorzulily.com[redacted]@zulily.com

Complaint: [redacted]
I am rejecting this response because:  When ordering online from this company there is NO return policy listed to read.  This is a typical response from a scam company who do not wish to provide details until the end when they are asked to return money.  They shouldve gotten the shoes by now as the receipt I have submitted has shown.  Another typical response.  They shouldve put where the shoes were coming from UP FRONT but that is yet another detail they omit as it allows more money to the company they get to keep. Almost all my friends who have ordered from this company have said the same thing.  Just check out all the complaint reviews!  THEY NEED TO SPECIFY WHERE THE ORDER IS BEING SHIPPED FROM
Sincerely,
[redacted]

Hello [redacted],Thank you for contacting us via the Revdex.com with your concernsabout the rocking chair on order [redacted]. I am so sorry that it has taken this long to come up with a resolutionto the fact that the chair is missing a very important part.  After working very diligently on this issue...

for the past fewdays I have finally received a response from the vendor that the piece is onthe way with tracking number Revdex.com case response from vendor the part shipped on6/19 with tracking number [redacted]. I do hope that once it arrives the rocking chair will work like a dream.I also wanted to let you know that as an apology for thewait time for the missing piece, I am going to have a $50 credit added to yourZulily account.  I really hope that youwill be able to find something amazing to spend your credit on.I can’t even begin to tell you how much your business meansto us and we really appreciate you being a loyal Zulily customer since2011.  If you ever have any more issueswith any of the items that you receive from Zulily, please feel free to contactus at [redacted]@zulily.com or by phone at[redacted] 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 on order [redacted].  I have gone ahead and had your refund for the $14.04 placed back on your original method of payment and that should post in 3-5 business days.  Please be advised that going forward any refunds...

for items that are considered to be not as expected such as items that don't fit or are not to your liking will be refunded to store credit.  The return policy is stated in our FAQ's as well as our Terms and conditions.  Please note that on the item page on the site the item was described as not being eligible for return so any return accepted on this item was an exception.  If you have any other questions or concerns please do not hesitate to reach out to us at [redacted] or by phone at (877) 779-5615.

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12515720, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]