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 the issue regarding Simply Couture.   We take our customer’s concerns very seriously, and we investigated your claims.   Our vendor, John Fashion International, owns a brand called Simply Couture.  They own the trademark Simply Couture, which you can find on the United States Patent and Trademark Office website.  Here is a link to their trademark registration: http://tsdr.uspto.gov/#caseNumber=76717004&caseType=SERIAL_NO&searchType...⇄ want to assure you that zulily did not sell “knock offs” of anyone else’s goods.  Our vendor is the owner of the Simply Couture trademark, the sales under that brand are legitimate and their products do not “knock off” that of anyone else.  As to the price difference, zulily, as all retailers do, can and will change prices dependent on a number of factors. For example, a change of seasons, excess inventory or simply because the company wants to offer certain products at a lower price even though it was previously priced higher, are all reasons a retailer can and will change prices. Thank you very much for contacting us.  You can rest assured that the products you got are from Simply Couture.Have a great day,Autumn M.Customer Service Supervisorzulily.com[redacted]@zulily.com

I am working with the customer via E-mail to confirm both shipments have been received.

Hello [redacted] While we stand behind the authenticity of the item, we have reached out to the vendor again and as a one time exception they are willing to take a return as we can not.  You should see a prepaid return label in your email inbox shortly in order to return.  Once the tracking shows movement for the item I will refund back to your original method of payment.  The $25 zulily credit will be removed from your zulily account to accommodate the refund.  Please note that moving forward we will not be able to make further exceptions for non returnable items.

Hello [redacted] Thank you for contacting us via the Revdex.com with your concerns about the proposition 65 warning on the items in order [redacted].  I have gone ahead and had the items refunded back to your original method of payment and if you do not see the refund already then you should...

sometime within the next 48 hours.  Please note for future issues we will need to be informed within 30 days of receipt of the item in order to take action on the order.  If you have any further questions or concerns please do not hesitate to reach out to us at [redacted] or by phone at [redacted]Have a great day,

Hello [redacted],
 
Thank you for contacting us via the Revdex.com with your concerns about the fraudulent activity on order [redacted].  I am going to provide you with as much information as I am privy to in this matter.  I have reached out to our financial team and they have let me know...

that the dispute has been accepted in our system at this time and the refund should post to your credit card shortly.  I do apologize for the amount of time it takes to get this resolved; however we have to be sure to follow all proper procedures in situations such as these.
 
Have a great day,
Autumn M.
Customer Service Supervisor
Zulily.com

Hello [redacted], Thank you for contacting us via the Revdex.com with your concerns about order [redacted].  I do apologize for the delay in resolution to this order, the vendor fulfilling the order had to evacuate their warehouses due to the wildfires in California.  I do see that a refund...

was requested for your order yesterday 12/18/2017 and you should see that back to your account in 2-4 business days.  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 with your concerns on order [redacted] purchased 3/25/2017.  If you will please use the label that was sent to you I will go ahead and refund the order once tracking begins and this will be refunded back to your original payment method....

 Once the refund is requested this will void the return fees associated with the order.  Going forward we will need to hold to our return policy if the items do not work out as intended.  Please note that at the time these items were purchased under the item description they were shown as not eligible for return and therefore the return on these items has been given as an exception.  If you have any other questions or concerns please contact [email protected] or by phone (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 duplicate charges to your PayPal account.  I have investigated the matter and I am only seeing three charges to your PayPal account from zulily.  I will include a screen shot of these charges.  If you...

are concerned that other charges have been made I would contact PayPal at 1-800-852-1973 as these transactions are not visible on our end.  The charge for the $36.57 from your PayPal account corresponds to order [redacted] for a Family Name and Initial Personalized Wrapped Canvas purchased on 8/7/2017.  If you did not place this order then please contact us at [email protected] or by phone at (877) 779-5615 so we can address this further. 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 shoes on order [redacted].  I would be more than happy to assist you with making this right.  The refund has been put through and the shoes and shipping have been refunded back to your PayPal account. ...

I am so sorry for all of the frustration.  I also wanted to let you know that we are in the process of trying to get the shoe for you directly from the vendor, the vendor is overseas so it will still take a little time but it will be no charge to you just trying to make things right.  If you ever need anything else 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

Hello [redacted],
 
Thank you for contacting us via the Revdex.com with your shipping concerns for order [redacted].  I would be more than happy to explain a little better about our shipping process.  The day that you ordered on our site 12/10/2016 only a few items were available to ship out...

in time for Christmas and those items would have been notated with a gift box.  Items that were available as ready to ship and already on hand would have had to be expedited to ship out in time otherwise the order would have been held until we received all of the items to ship from each warehouse.  I have included snap shots of the estimated shipping times from the two items from your order not guaranteed for Christmas delivery and where you can find that information in the future.  Please note that the shipping time frame is for the items to be shipped from our fulfillment centers and not the amount of time that we expect for the items to reach the customer.  The average shipping time frame once an item has shipped out from us is 5-7 business days.  I do apologize for the confusion that this has caused and want to remind you that a credit of $15 has been added to your account due to the late shipment of the Natural Pocket Pouch Block Set which was originally estimated to ship out on 12/27/2016.

Zulily takes intellectual property rights very seriously, and as a consequence, has vetting processes and safeguards in place to prevent the selling of counterfeit or non-authentic goods.  Zulily has investigated this complaint, and the item purchased by the customer is authentic and not...

counterfeit.  The customer is apparently basing her conclusion that the bag is “fake” on the information that she has that zulily is not an authorized dealer of Coach.  zulily works with third party vendors.  In this case, the provider is a third party vendor that legally obtained the Coach bag.  The vendor has provided to us a certificate of authenticity, as well as a receipt for the purchase of the bag from his supplier.  What is sometimes misunderstood is that designer goods can be legally sold through parallel markets.  These goods are legal, non-counterfeit goods that are sold outside the normal distribution channels, but are nevertheless legal and not counterfeit.   We must address the second accusation from the customer: that part of her conclusion that the Coach bag was fake was because she had previously purchased an “MLK purse that was also a fake.” Our records indicate that this customer purchased from zulily an MKF ([redacted]) brand handbag.  We get these bags directly from the MKF, [redacted] brand itself, so there is no question of authenticity there either.y .

Hello [redacted], Thank you for contacting us via the Revdex.com with your concerns about the return for order [redacted].  I am more than happy to assist you with resolving this issue today.  I have gone ahead and made a one time exception and had $54.04 refunded back to your original method of...

payment.  The fee for the return label will remain.  Going forward if you happen to need to return an item that is not what you expected we will require that our guidelines are adhered to and will only be able to offer a refund in the form of a store credit.  Zulily is a flash sale site so we do not house much inventory and many of our items are not eligible for return, if we do make an exception to accept an item back we do ask it be refunded to store credit.  You can find the return eligibility of an item under the item description on our site.  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:  they company in question Zulily, promised to send a return address label over 8 days ago and I still have not received it.  Sincerely,[redacted]

Hello [redacted] Thank you for contacting us via the Revdex.com with your concerns on order [redacted]  I am happy to get this taken care of for you today.  I do see that the items are in transit back to our fulfillment centers so as a one time courtesy I have gone ahead and requested the...

refund back to your original method of payment and that should post back in 3-5 business days.  Please note when ordering from our site that in the item description most items are not eligible for returns as we are unable to house much inventory, therefor any returns accepted are an exception.  The total amount of refund is $64.33 which is the price of both tunics plus sales tax.  If you have any questions or concerns please do not hesitate to reach out to us at [redacted]m or by phone at [redacted]. Have a great day,Autumn M.Customer Service Supervisorzulily.com[redacted]@zulily.com

I corresponded with the customer via email and refunded for the missing shipment. 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 authenticity of the [redacted] sandals on order [redacted].  I am happy to assist you with this today.  After researching the order I did find that the vendor we were working for in this event was [redacted]...

[redacted] so you can rest assured that the items were authentic.  I do apologize that the color issue was not addressed in the correct manner, the refund for the item sent in the wrong color should have gone back to your original method of payment.  This being your first order with us I wanted to go ahead and take care of your request and I have reverted the refunds back to your original method of payment the refunds should be available in 3-5 business days.  Please note that $11.04 in store credit will still be available on your zulily account if you decide to make another purchase with us in the future.   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 have not received anything yet from them but are waiting for their response to resolve this matter.
Sincerely,
[redacted]04/30/2017

I thought this company (Zulily),  had not refunded me, despite my own checking, I somehow missed the refund had gone through.  I am glad to say I have now heard back from the company and was able to verify the refund indeed go through.  Thank you for your presence and service....

 Please close this complaint.

Hello [redacted] Thank you for reaching out to us via the Revdex.com with your concerns about the return for order [redacted].  I am very sorry that your customer service experience was so disappointing, I am more than happy to make this right for you now.  I have gone ahead and refunded the...

Heather Gray Pocket Tunic Dress back to your original method of payment.  The refund should post back to you in 3-5 business days.  I am happy to be able to make this exception for you in this case but going forward please understand that we do have a policy in place in order to handle returns and refunds of eligible items.  In order to determine the return eligibility of an item this is stated under the item description on the website.  If an item is stated as non returnable then we will typically still try to work with you to find a solution.  Items that are returned as being not as expected we do require a small label fee in order to process the refund and as we do not have the capacity to house much merchandise we do offer our refunds in the form of a store credit.  Zulily is a flash sale site so we do not house much merchandise at any given time, many of our items are received directly from the vendor broken down and shipped out to our customers.  If you have any further questions or concerns please do not hesitate to reach out to us at [redacted] or by phone at [redacted]