Zulily LLC

Hello [redacted], Thank you for contacting us via the Revdex.com with your concerns about the refund for order [redacted].  I have gone ahead and refunded both items and the shipping from the order back to your original method of payment and that should post in 3-5 business days.  Please keep...

in mind if you do decide to shop with us again that if you run into an issue with a defective item you should contact us before setting up the return of the item.  Once an item is authorized we are not able to change the way it is set up in our system and can only refund once we see movement on the return tracking.  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 about the shipping time frames from your recent orders.  I am so sorry for all of the confusion about our shipping process and I am more than happy to explain a bit further.  Our site offers the one time shipping...

all day shopping promotion, this simply means once you place your first order of the day and pay shipping anything else you order that day will receive free shipping.  Due to this offer when items are shipped we will hold on to any items already in our fulfillment center until the other items arrive and ship everything out together.  I realize this can sometimes be an inconvenience and zulily has come up with an offer that for an extra shipping fee you can have these items ship out faster.  On the final checkout screen you should see the items in which we already have on hand and the offer to upgrade your shipping in order to receive these items faster than the items shipping to us from the vendor.  Unfortunately if the expedited shipping is not chosen at this time we are not able to upgrade the shipping after the order is placed.  I do see that all of your items have now shipped out and are expected to be delivered to you on 8/14/2017.  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 about the capture of funds for order [redacted].  I am very sorry about the confusion of our authorized vs. captured payments.  When you place an order on our site the payment is authorized for the amount, this...

authorization shows up differently in different banks.  Certain banks will show this as a pending charge and subtract the amount from your available balance where others will show it as pending and leave the amount available until the payment is captured. Within five days after an order is placed the payment is captured and the amount is permanently deducted from your account.  You can find this information in our FAQ section on our site as well as in our Terms and Conditions section 2.2.  If you have any other questions or concerns about our payment process 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], Please note that the eligibility for the return of an item is listed under the item description when purchasing on our site.  The link to our return policy is also available under the item description on our site provided before adding the item to your shopping cart.  Additionally, I would like to direct your attention to our terms and conditions for ordering on our site as pertaining to returns. (a)    Return Policy. zulily will only accept returns on products that are identified on the Product information page as eligible for return or as provided in Section 2.6(c). Once zulily confirms that your Product was returned in accordance with Section 2.6, your sole and exclusive remedy is a store credit in the amount charged for the applicable Product; provided that the credited amount will not include the applicable Delivery Fee, which is nonrefundable. Additionally, any applicable return shipping and handling fees will be deducted from the credited amount. Promotional shipping offers may not be applied to return shipping costs. Store credits may only be used for future purchase of Products on the Web site (excluding gift cards).As Previously stated the refund to store credit was a one time exception as this was your first refund with us, typically we can not offer any type of refund for swimwear.   Best,Autumn M.Customer Service Supervisorzulily.com[redacted]@zulily.com

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]

Hello [redacted],
 
Thank you for contacting us via the Revdex.com about your concerns with the couch purchase on order [redacted].  I am so sorry that it has taken so long in order to resolve this issue for you but I am more than happy to make things right!  I have gone ahead and...

requested a refund for the couch and the shipping cost and that should post back to you in the next 5-7 business days.  Due to all of the time it took to have this issue resolved I am also adding a $50 store credit to your account should you decide to give us another chance.  If there is anything else we can do for you 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

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 with the exception that I never received a return label.  They claimed I would receive one within 48 hours of my request but did not.  If they can send that to me so I can return the merchandise and get my full refund. 
Sincerely,
[redacted]

Hello [redacted],
Thank you for contacting zulily through the Revdex.com about your order. I’m so sorry to hear about the issues that you have had. I have pulled up your account and discovered that you were given a $10.00 store credit on 12/31/2014 and another $10.00 store credit on...

11/13/2015. Because of this, the store credits automatically came out of your next order total. Which means order #[redacted] total amount for the order was $38.92 but because you had those two ten dollar store your visa card ending in [redacted] was only charged for the $18.92. Since the $20.00 was a store credit we aren’t able to refund that to your visa card.  
    What I have gone ahead and done for you was refunded you the full amount of the order for $18.92 back to your original method of payment. Which you can expect to see back in your account within the next 3-5 business days, please feel free to discard or donate the items not need to send them back. Also the $20.00 store credit that you received will go back to your zulily account in the form of a store credit within the next 1-2 business days.    I see you have been a member with us since 2014, and 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. 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. 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

Complaint: [redacted]
I am rejecting this response because: This is not the information I was given by certain associates, while admittedly I have received a lot of conflicting information. I am standing on the fact that as advertised “tickets ship in 1-2 days”, I was sent shipping I formation from Zulily, and my Zulily account states item shipped.
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 to me. 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 to me.  Please ask the company how I will receive the $15 credit they've promised.Sincerely, [redacted]

Zulily has reviewed the information in the complaint brought by Mr. [redacted].  As this is a report of alleged fraud or misuse of a credit card account, the proper process is to dispute the relevant charges through the card issuer. The card issuer then contacts the retailer as part of the...

dispute process. Until such time, zulily is unable to take any action with respect to this matter.   Sincerely, zulily customer care

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, if I do not receive a refund back to my credit card, I will be submitting another complaint.

Hello [redacted],Thank you for reaching out to us again via the Revdex.com.  I have looked over the order and it appearsthat we have received the return that was shipped back with the label providedand you have been refunded in full as of 7/30/2015.  If you have any more questions or concernsplease feel free to contact us at [redacted]@zulily.comor by phone at ([redacted] 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. Sincerely, [redacted]

Hello [redacted], I apologize for the confusion, I had a bit of a miscommunication with my finance team.  I have now straightened everything out for them and the other installment payment has been refunded.  That should reflect in PayPal in 3-5 business days. Have a great day,Autumn M.Customer Service Supervisorzulily.com[redacted]@zulily.com

[redacted]Hello Karen, Thank you for contacting us via the Revdex.com with your concerns about the refunds on order [redacted].  I do see the items have been refunded as of 11/22/2011.  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 Supervisorzulily.com[redacted]@zulily.com

Hello [redacted], Thank you for contacting us via the Revdex.com about your concerns for refund on order [redacted].  I do apologize for the service you received and I will most definitely be looking into the situation.  I have gone ahead and request the $5.95 refund for the original shipping...

charge back to your original method of payment and that should post in about 3-5 business days.  If you have any other questions or concerns please do not hesitate to reach back 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 about the shipment of order [redacted].  I do apologize but after viewing the tracking information I believe the item to be lost in transit.  I can not guarantee delivery of the item at this time so I have...

gone ahead and requested a refund and that should post back to your original method of payment in 3-5 business days.  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 want my initial shipping cost of $5.95 waived, as I thought I had "free shipping" on this item.  In addition, I will never order anything from this company again, so any "Store Credit" I receive will be lost money for me.  I will lose the entire amount plus both my initial and return shipping costs.  This is totally unacceptable to me.
Sincerely,
[redacted]