Zulily LLC

Hello Revdex.com, Can I please get some clarification on this situation.  Is the amount owed shown through the zulily credit card to [redacted] or is this what zulily is currently showing as the amount owed for orders purchased on our...

payment plan.  Unfortunately we do not have visibility on [redacted] charges and if the orders were just cancelled it does take a bit of time for the cancellation to reflect on the credit card statement. Thanks,Autumn M.Customer Service Supervisorzulily.com[redacted]

Complaint: [redacted]
I am rejecting this response because:This is simply a "canned" response explaining their general shipping policy. This is the typical response from Zulily & why I have chosen to lodge a formal complaint with the Revdex.com. They say "occasionally there are delays..." which is absolutely incorrect. These "delays" are frequent occurrences. I completely understand Zulily's shipping policy & do not require a tutorial to understand it. When they state a shipping time on the description page of the item, I expect that item to ship within the time stated. If the shipping time stated is 5-7 days then I expect that item is to be shipped within 5-7 days. It's quite simple really. What Zulily cannot grasp is that if the shipping time stated is 1-2 days, that is NOT expedited shipping, it is their stated shipping time. I am not, nor have I been confusing the two. If pictures would help Zulily (or the Revdex.com) better understand, I am happy to provide them as I have been screenshotting description/shipping times of all items ordered due to this issue occurring far more often than "occasionally" as stated by Zulily. A blanket apology from Zulily is all I have received. Repeatedly. At this point, I require far more from them.

Hello [redacted],We want to thank you for reaching out to us through the Revdex.com channel. We just wanted to sincerely apologize for your negative experienceyou've had with your order. Especially since this was your first time shoppingwith us. Also we apologize for the inconvenience that comes with the itemarriving not as expected or have been delayed. We completely understand howfrustrating this can be. And we truly appreciate this opportunity to make thisright. In regards to the Order # [redacted], for the women’s apparel items.We understandthat the sizing was not accurate and we apologize that a resolution was not madeinitially for you. We would appreciate it if you would provide us with a status update on the remaining items you received. And if they did not work out as planned wewill be happy to facilitate return and refund and refund option for you.Once again we do apologize for this inconvenience this may have caused. We'd lovefor you to give us the opportunity to make this right for you. We thank you for your feedback and bringing this to our attention. If you have any additional questions or concerns please feel free to contact us directly.Quintessa E.Zulily Customer Service Supervisor

Hello [redacted] Thank you for contacting us via the Revdex.com with your concerns about the returns for order [redacted]  I am so sorry for all of the confusion that this return created.  I wanted to let you know that we do have an option to return all items received within the past 14 days...

together in the same box for one flat rate shipping charge per 5 items.  This option can be easy to miss in the return process but you can add more items to your return.  If you ever have any trouble with this you can always feel free to contact us and we will be happy to send the labels out to you.  I have gone ahead and reverted your refunds for this processing return and requested all of the funds back to your original method of payment.  The refund should post back to PayPal in 5-7 business days.  If you ever need anything else please do not hesitate to reach out to us at [redacted] 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 about the returns of your recent orders.  I am more than happy to assist you with this today.  I did reach out to our finance department and they were able to put the $14.99 back to your original method of payment for the first tunic returned and that refund should be visible in 3-5 business days.  The second tunic order [redacted] I have gone ahead and sent a prepaid label and waved all fees as well as authorized it back to your original method of payment.  Please note that going forward if you believe the measurements to be off from our sizing charts we will require pictures of the measurements of the garment received sent to [redacted].  Once we receive pictures of miss sized items we notify the buying team that works with that vendor so that we are able to address the issue and have it resolved by the time the item is offered again in the future. Have a great day,

Situation has been resolved with customer via email.  Replacement item is set to be delivered today by the end of the day.

Complaint: [redacted]I am rejecting this response because: I still have not received my merchandise and the response from Zulily offered no timeframe within which the item is expected.  I find this unconscionable.Sincerely,[redacted]

Hello [redacted],It was very nice talking to you the other day and I am so happy that we could get the issue resolved.  If you need anything else please do not hesitate to reach out as I have fixed the issue with your E-mail address and you will no longer be considered an employee order.Have a great...

day,Autumn M.Customer Service Supervisor[redacted]@zulily.com

Hello [redacted], Thank you for contacting us via the Revdex.com with your concerns about your store credit refund.  Per our terms and conditions it is our policy to refund not as expected items back to store credit when they do not work out, but because you were unable to find anything that works for...

you from our site I have had our finance team put $47.99 back to your Credit card from order 848922626.  I have also gone ahead and closed your zulily account as you no longer wish to shop with us.  The refund should be available on your card in about 2-3 business days.  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 Supervisorzulily.com[redacted]@zulily.com

Hello [redacted], Thank you for contacting us via the Revdex.com with your concerns about your missing shoe shipment.  I do see according to your account history a new shipment was created on the 10th and the shoes were delivered to you on the 13th.  Going forward it is our policy that we wait...

10 days to see if a missing package arrives before we can take action on the order as often times these packages show up a couple days later.  I do see a store credit was given in the amount of the shipping fee for the original order and that is currently available on your account.  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 Supervisorzulily.com[redacted]@zulily.com

I have resolved this issue with the customer via Email.

Hello [redacted], Thank you for contacting Zulily via the Revdex.com about yourconcerns with order [redacted].  I am verysorry that your first order has not worked out for you very well and I wouldlove to attempt to make the situation right for you.I want to take a moment to share with you how our...

shippingworks.  When you place an order withZulily we do not house the inventory at the time of the order, instead we takein all the orders while the event is live on our site for three days and thenwe place a mass order with our vendor. Once the vendor has the order they are given a certain amount of time tofulfill all of the orders and have them shipped to our warehouse.  I do see that some of your items had anestimated shipping date of 14-19 days since the time of purchase and thatinformation can be found at the bottom of every item description on ourwebsite.  Once the items ship out of ourfulfillment centers we ask that you allow 7-10 business days for the items toreach you from the shipper.I have gone ahead and looked up your order in our system andunfortunately I was not able to find any mention of what has been told to youat this point.  Our clothing comes frommany different brands from around the world and each brand that we carry is goingto fit differently.  Zulily tries toprovide brand specific size charts for all of the items on the site as long asthe vendor is able to provide one when their event goes live.  I would be more than happy to make anexception for you and send you a return label to have your items refunded backto the original method of payment, but since you have not received all of youritems at this time it may be better to wait to see if the other items you doreceive will fit.  Once you do receiveall of the items from your order please contact me personally at [redacted]@zulily.com and I will be morethan happy to assist you in this matter.I am very sorry for the situation at hand, but I do hope youwill give us another try.  Zulily doescarry some amazing items that you can’t get from just any retail store.  I realize that our shipping does take a bitlonger but it is part of the reason we are able to keep our prices on our itemsso low.  If you have any furtherquestions or concerns in the future please feel free to contact us at[redacted] or by E-mail at [redacted]@zulily.com. 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 love to try and help make this right for you.  I am so sorry that you had a bad experience when you contacted us about the return.  I have gone ahead and...

reverted your refund to go back to your original method of payment and I have also gone ahead and refunded your original shipping cost as an apology.  The refund should post back to your account in 5-7 business days.
I do hope that in the future you will give us another try so I am adding a $20 apology credit to your account as well and if you choose to give us another try it will be available for 18 months.  If you ever run into any issues in the future 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 [redacted], and find that this resolution is satisfactory to me. Please note that I feel my order was cancelled and refunded ONLY because informed them of my complaint launched with the Revdex.com, as I was ignored by customer service until that point. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  that is not the resolution I asked for.
Sincerely,
[redacted]

Hello [redacted],
Zulily stands by our original statement.  Additionally we do not contend that a designer delivers a certificate of authenticity with its handbags, I’m sorry for the misunderstanding.  The certificate of authenticity is provided by our vendor, who has established the provenance of the handbag.  Neither of the bags is counterfeit.
 
Best,
Zulily Customer Service

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]

Complaint: [redacted]I am rejecting this response because: I have replied to their email so they can refund my money.Sincerely,[redacted]

Hello [redacted],
Thank you for contacting zulily through the Revdex.com about your order numbers #[redacted] and #[redacted]. I can’t say enough how sorry I am that these items were cancelled.  This is the last thing in the world that we want is our customers not getting there items. We...

want shopping to be fun and enjoyable, since this is very out of character for zulily I have taken the next best steps to make this right for you.First, what I have done is reached out to the vendor to get you sent the [redacted] and [redacted]. Which I have confirmed that the vendor is sending the item, we are just waiting for the tracking number once I get that information from them I will send you an email with that information.  Because the order was cancelled you have been refunded that full $38.93 back to your [redacted] card ending in [redacted] which was posted on 11-16-2015.  I'd like to take the time and say thank you for being a Zulily family member and an amazing customer with us since 2013. I can see that you have found some amazing items since then. Valued members such as yourself. You are what makes a company like zulily continues 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 reach back out to me directly if you have any other question or concerns,Warmest Regards,Anieca S.Customer Service Supervisor[redacted]

Hello [redacted],
 
Thank you for taking the time to contact us via the Revdex.com about your concerns about the mermaid tails on order [redacted].  I am so sorry that you did not receive your mermaid tails before Christmas!  I do see that someone has already taken care of a refund and it...

does look like the items are still on the way to you but are running behind schedule.  You should see a refund back to your original method of payment for all three blankets in about 3-5 business days.  Please do not forget that you also have a $10 store credit if you wish to give us one more chance.
 
Have a great day,
Autumn M.
Customer Service Supervisor
zulily.com
[redacted]@zulily.com