Zulily LLC

Dear [redacted], Thank you for reaching out to us via the Revdex.com.  I am more than happy to assist you with thisissue.  I am sorry to hear that the item fromyour recent order #[redacted] was canceled due to the factthat the vendor was not able to provide us with the item on time.  We notified...

you via email of that situationon 9/3/2015. We have released the funds to your financial institute as of9/16/2015. It usually takes 6-8 business days for financial instructions to addthe funds to the account. As of today your funds should be in the account thatyou used to place the order.  We alsoadded a $10.00 store credit, as our way of apologizing that you were not ableto get the fabulous item. You also will be notified via email once thebeautiful Etienne Marcel AniseBatwing Linen Dress becomes available againI see that youhave been valued customers of ours since 08/21/2013. As you know we are a little different from other online sites andcompanies. Please allow me to explain. Our site is final sale and a flash salesite (meaning that our items are only available for three day and we do nothouse any items).  We will show the itemson our site and then order them from thousands of vendors from all over theworld and then they are shipped in large bulk orders to our shipping facility.Once the items arrive here we break down that large shipment into individualpackages. Then we send the individual orders to our customer.   If you have questions about usingyour store credit, please see our [FAQ](www.zulily.com/faq-rts#cgc3).Thank you for shopping withzulily. We're available if you have additional questions. Have a greatday, Faith B.Customer ServiceSupervisor[redacted]@zulily.com

A search is under way for the sample items at our Seattle Washington office location.  I have been in contact with [redacted] over the phone and will contact her again once more information is available.  [redacted] has my contact information should she have any questions before this situation has...

been resolved.

Hello [redacted],
Thank you for contacting us via the Revdex.com about your concerns with the shoe return.  I did check into the matter and I see that you are being refunded for both the item and the shipping back to your original method of payment.  If there is anything else we can assist you with...

please do not hesitate to reach back out at [email protected] or by phone at (877) 779-5615.
 
Have a great day,
Autumn M.
Customer Service Supervisor
Zulily.com
[redacted]@zulily.com

Complaint: [redacted]I am rejecting this response because: This response is not for my order. I ordered 3 items. A plum drape neck top, a awning stripped dolman sleeve blouse and a signature tunic. Please get the right order before you respond!Sincerely,[redacted]

Hello [redacted], I would like to start out by apologizing for all of the confusion in our attempts to fix these issues for you. I would like for you to know that I was able to take care of your order today. I do want to thank you for reaching out to us via the Revdex.com so that we can get this fixed for...

you.  I am more than happy to assist you with this issue.  I am sorry to hear that the Lime Green & Red Polka Dot Reindeer Dress - Toddler & Girls from order #[redacted] did not fit. We value you as a customer and I see that you have a loyal customer since 01/31/2014. Our goal is always for you to be happy. As you know our site is a final sale site, but if the dress does not fit you do not have to keep it. I have switched the $12.99 store credit for you return to a refund on your original form of tender. Please allow 5-8 business days for the funds to be available. I have also added a $15 store credit for you to use on your next order.Please let me know if there is anything else that I can do to make you shopping experience wonderful. Have a great day, Faith B.Customer Service Supervisor[redacted]@zulily.com

I am working with this vendor via email to get this matter resolved.

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 zulily through the Revdex.com about your order. I’m so sorry to hear about what you have gone through I've reviewed your account and discovered that your original transaction for the settled on 12-06-2015 and that your refund, in the amount...

of $286.94, was posted on 02-02-2016.
The authorization code for this refund is [redacted]. If you still don't see the refund reflected by your financial institution, this ID will help them give you information about when it'll post to your account.
I'd like to take the time and say thank you for being a Zulily member and an amazing customer with us since 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 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. And if you get something in the future that is broken always feel free to email, chat or call in we are always here to help.
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

Hello [redacted], Thank you for contacting us via the Revdex.com about your concerns with the multiple charges on your credit card.  I did reach out to our finance team and they have informed me that the authorization for these charges have been dropped and they should no longer be showing on your...

account.  I am so sorry that this happened and completely understand your frustration over this.  If there is anything else you need 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 cancellation of order [redacted].  I have looked into the matter and it appears the order was cancelled as of 11/27/2016 and your PayPal refund should post back very shortly, if it has not already I...

would give it another 1-2 business days.
 
Have a great day,
Autumn M.
Customer Service Supervisor
zulily.com
[redacted]@zulily.com

I am currently working with the customer via email to get this matter resolved.

Hello [redacted],
Thank you for contacting zulily though the Revdex.com about order number #[redacted]. I am sorry to hear that you were sent a damaged item and was refunded back to your zulily account in the form of a store credit. This is not how we like to run things, if ever you receive...

something that is damaged please give us a call and we will make it right for you.
Because this was a mistake on our end, I have issued you a full refund of $42.00 back to your visa card ending [redacted] which you can expect to see within the next 3-5 business days. I also went ahead and reorder you another blow dryer, once the tracking number because available we will send you the information.
I see you have been a wonderful member with us since 2012, and you have found some amazing items since then. We truly valued members such as yourself, and we never want you to be unhappy with your purchase. We hope you continue to enjoy all that zulily has to offer, and we will reach out to that representative for addition training. 
Please accept my humblest apologies for the inconvenience caused by this. I'm issuing a $15.00 store credit to your zulily account you now have a balance of $42.00. 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 me with further questions.
Warmest Regards,Anieca S.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. Sincerely, [redacted]

I have worked with this customer via email and we are attempting to send the correct item again.  Customer has been updated with the new tracking number.

Hello [redacted],
Thank you for contacting zulily though the Revdex.com about order number #[redacted]. I am sorry to hear that you were sent damaged items. It looks like we were waiting to get the items back to our fulfillment center to process the refund. But what I will go ahead and do is...

refunded you the full $254.87 which will be sent to you in a check through the mail which will take about 5-7 business days.
We truly valued members such as yourself, and we never want you to be unhappy with your purchase. Please accept my humblest apologies for the inconvenience caused by this. If you have questions please feel free to reach back out to me. It is our number one priority to make our customers happy and satisfied in every way possible.
Warmest Regards,Anieca S.Customer service Supervisor [redacted]@zulily.com

Dear [redacted], Thank you for reaching out to us via the Revdex.com. I am more than happy to assist you with this issue. I have searched the system with the information that you have provided in your letter to the Revdex.com. I am unable to locate any recent order for you. By using the following information I found...

minimal information: [redacted] , [redacted]Daytime Phone: [redacted]Evening Phone: [redacted]E-mail: [redacted]By This information brings up only two orders in our system. One being order #[redacted] (Nude Full-Coverage Bra - Women & Plus) from Jan 10, 2014 7:41 AM and the other Order #[redacted] (Silver & Red Union Jack Pocket Watch Pendant Necklace) from Dec 12, 2013 6:33 AM.  Neither of which included an order for socks. We can only charge you for items when you login and place an order for the item. We are not able to charge nor create an order for you from you “save for later” nor “Wish list”. It must be initiated by the customer.  If there was an order placed or if your account is showing that you have a more recent order from this year, we defiantly need to look into that. Can you please provide me with more information? We would need to know the following information:-zulily order # or email associated with your zulily account-email address you used to place order-shipping address for your order in questionIf you have any further questions or concerns please feel free to contact us at [email protected] or by phone [redacted]Have a great, Faith B.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.
I appreciate that Zulily had adjusted my credit card account. None of their customer service representatives told me this, so this could have been avoided if they had pointed that out instead of forwarding my response elsewhere. Once again, I do appreciate that it was fixed and that they just responded to me via the Revdex.com. 
Sincerely,
[redacted]

Hello [redacted],
Thank you for contacting us via the Revdex.com for your pricing concerns.  I have looked into the situation and it seems that you are referring to our easy pay option which allows you to make two payments instead of of one payment all at once for the item.  I am very sorry for the...

confusion this caused but I have included examples of what to look for when it comes to this option.  The intent is not to offer two items for half the price of one but to give you the option to make two payments a month apart for the one item.
 
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.
I'm going to accept it as you suggested. I emailed zulily that in case if I will not receive the package (we can not track it for some reason)or if there will be lost or damaged items l will reopen the case. Thank you so much for your help and support again and I sincerely hope that I would not need to reopen the case.

The complainant is not a customer/consumer, she is a vendor of zulily’s and this is a business dispute, not a consumer issue.  The clothing that she references in her complaint infringes on the copyright of a third party, and we cannot sell the clothing that infringes on third party...

intellectual property rights.  Additionally, a vendor providing zulily with unlicensed copyrighted material is in breach of the vendor terms and conditions which is the contract between zulily and the vendor.  The complainant is aware of all of this.