BBB Accredited Business since

Bluefly, Inc

Fax: (212) 354-3400 View Additional Phone Numbers 42 West 39th St. 10th Floor, New York, NY 10018 http://www.bluefly.com


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Description

Online retailer of designer goods for women, men, and home.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Bluefly, Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.


Customer Complaints Summary Read complaint details

110 complaints closed with BBB in last 3 years | 33 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 17
Billing/Collection Issues 10
Delivery Issues 8
Guarantee/Warranty Issues 1
Problems with Product/Service 74
Total Closed Complaints 110

Customer Reviews Summary Read customer reviews

9 Customer Reviews on Bluefly, Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 9
Total Customer Reviews 9

Additional Information

BBB file opened: August 18, 2005 Business started: 09/01/1998 in NY Business incorporated 10/31/2000 in NY
Type of Entity

Corporation

Business Management
Ms. Carly Rosenberg, Chief Marketing Officer and General Manager
Business Category

ONLINE RETAILER HANDBAGS MEN'S CLOTHING & FURNISHINGS-RETAIL WOMEN'S APPAREL-RETAIL CLOTHING-RETAIL

Alternate Business Names
Bluefly.com

Customer Review Rating plus BBB Rating Summary

Bluefly, Inc has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 42 West 39th St. 10th Floor

    New York, NY 10018 (212) 944-8000

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

11/30/2016 Problems with Product/Service | Read Complaint Details
11/15/2016 Problems with Product/Service | Read Complaint Details
11/2/2016 Billing/Collection Issues | Read Complaint Details
10/28/2016 Problems with Product/Service | Read Complaint Details
10/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered two pair of jeans and a blouse. I specifically remember when I ordered the blouse checking to see that it could be returned because I wasn't sure of the size. BlueFly is now telling me that it is a nonreturnable item. I have my receipt and there is a statement on here how to return the item. They are also refusing to return the jeans. I currently own several pairs of these exact jeans the exact cut and color of these jeans. I believe these jeans are what is called 'seconds' or some other kind of secondary market jeans....for one they do not fit like any of the other pairs of the same Hudson jeans I have purchased and secondly, they have marks on the pockets that are common practice when reselling after market clothing. BlueFly has statements all over their website about how 'fast and easy' refunds and exchanges are but it seems once they get your money they have zero interest in good business practice! I googled them AFTER I called their customer service line and was hung up on the first time....I wish I would've done my research BEFORE I ordered! I don't want anything for free, I just want to be able to return these three items and be refunded my money. I only received them days ago. HELP!

Desired Settlement: Return Merchandise and Receive Refund

Business Response: Bluefly strives to deliver the best service and apologizes for the disappointment caused. We will be reaching out to the customer directly to resolve their issue. 

10/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a pair of sunglasses from the Bluefly website that were marked final sale. There was only one product photo shot at a 3/4 degree angle. There were measurements for the glasses but the length of the lens was missing from the description. When i received the sunglasses they were not what they appeared on the product page, the lens was very long. I called Bluefly and they told me they couldn't return them. They suggested I send photos and that they would take a look and make a decision. I never heard back and I called them, they again said it was denied. They again just gave me the measurements on their product page which is missing the measurement that is too big. Ii have gone back and forth three times with them, each time they suggest resubmitting the claim and each time they do not address the issue of the discrepancy of the measurement and their deceptive photo. Each time I have had to call them back, they have yet to get back to me. I even took photos myself and sent it to them and when I turn the glasses at a 3/4 view they look much smaller. I want to return the glasses, even though it is a discounted price, they still cost over $200.

Desired Settlement: refund of the purchase. i will be happy to pay my shipping charges to return them.

Business Response: Bluefly strives to deliver the best service to our customers. We apologize for this error and will be reaching out to the customer personally to resolve their issue. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** ********



 

9/28/2016 Advertising/Sales Issues | Read Complaint Details
9/19/2016 Guarantee/Warranty Issues | Read Complaint Details
8/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Givenchy pandora suede bag from Blue Fly and it was marked Final sale. I didnt have a problem with Final sale becuase i liked the bag and expected it to be in good shape. When i got the bag it was fine and after using it for one time only, the suede on the back side is discolored and spoiled. I contacted BlueFly and sent them the pictures of the bag where it got discolored and asked for refund and they informed me that they can only give me a credit of 20% of purchase price for cleaning. I approached Bluefly again and informed them that this resolution is not acceptable as once the bag is cleaned it would get spoiled again and i request a refund since the bag is defective. They informed me that their decision is unchanged and that they will not issue a refund. The order details are below. Please help me resolve this as i paid a lot of money for something that i cannot use at all. YOUR ORDER NUMBER: *********** We got your Bluefly order and it's being processed (We are getting excited for you!). Thank you for shopping at Bluefly. YOUR ORDER SUMMARY Learn More About Your Returns & Exchanges > GIVENCHY sand suede mini 'Pandora Pure' convertible top handle bag style #********* Size: One Size Color: Sand Style #: ********* Sku #: ************ Qty: 1 $1,258.00 Retail Price: $1,480.00 ORDER TOTAL: Subtotal: $1,258.00 Order Discount: -$251.60 Shipping: $7.95 Tax: $86.80 TOTAL: $1,101.15 Payment Method: PayPal CUSTOMER SERVICE | TRACK MY ORDER | CONTACT US

Desired Settlement: Full refund.

Business Response:

We are sorry to hear about the experience this customer had with their bag.  This was a final sale bag and the request for return came almost a month after delivery of the product.  In order to appease this customer we are willing to make a one time exception and take this product back.  Our customer service team has reached out to send the customer a return label for this bag.  Once it is received and inspected by our returns team we will issue a refund. 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

* *****



 

8/9/2016 Problems with Product/Service | Read Complaint Details
8/4/2016 Advertising/Sales Issues | Read Complaint Details
7/20/2016 Problems with Product/Service | Read Complaint Details
7/10/2016 Problems with Product/Service | Read Complaint Details
7/6/2016 Problems with Product/Service | Read Complaint Details
7/3/2016 Billing/Collection Issues | Read Complaint Details
4/21/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Bluefly.com has been selling/sending my information to other companies causing unwanted magazines and other junk mailers for years. I have not done any business with this company. abbreviated version of my name, "Jen Lee" was only used with Bluefly.com account and this is the named used for all the junk mails I have been receiving for years. In 2014, there were unbelievable amount of magainzes and junk mailers jamming my mailbox. It took weeks for me for f/up, signing up for do not mail website, contact each magazines/companies to stop "subscription" which I never signed up for. It started again recently with 4 magazines jamming my box once again.

Desired Settlement: Remove my information from any database, stop sending my information with any companies. Delete my accounting altogether from Bluefly.com if possible.

Business Response:

Bluefly strives to deliver the best service possible to our customers and understands your frustration in receiving unwanted magazines.
We are happy to look into this with the publications you are receiving. We have reached out to you personally to retrieve more information about the publications you are receiving so we can personally look into the issue and reach out to the necessary parties involved.

Please note- that in the past we have done promotions including magazine subscriptions, but do not sell or release private information of our customers to other companies. 

3/21/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Someone had stolen my credit card and made a ton of purchases. However, the one from Bluffly was authorized. When I called in unauthorized charges, the representative made the mistake of marking Bluefly as well when I said that one was authorized. As a result, Bluefly took their shoes back. Since this was a mistake, I request Bluefly to please unlock me out of the system. Thank you!

Desired Settlement: Since this was a mistake, I request Bluefly to please unlock me out of the system. Thank you! I really love their items.

Business Response: Bluefly would be happy to release the hold on the account associated with email:  *****************. Please allow 24 hours and this will be taken care of for you. 

3/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My bf bought me a cashmere for Christmas and he ended up returning it. He gifted the store credit to my account and unfortunately I forgot the password to my account. I called the customer service 3 times on 2/**/2016 and was told there is a IT issue that's why I am not getting the password reset email. They put in a IT request ticket for me and promised to give me an update in 2 days. A week later, on 3/*/2016, still no contact from Bluefly. I called the customer service again and was told IT request is in waiting status and there is no promise of when they will actually look into my issue. 4 phone calls and waited for more than a week, I still can not get my password back!!!

Desired Settlement: I want my password for my account. If they can't provide me with my password, I am requesting a refund for credit in my account.

Business Response: Bluefly aims to deliver the best service to our customers and apologies for the delay. We will be reaching out to the customer directly to assist with their account details. 

3/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a few items on bluefly.com which i returned for store credit and encountered the following problems. The original amount that I paid was never credited back to my account, even after over 15 email exchanges: 1. It is impossible to find your account information on Bluefly.com. They have redesigned their site and in doing so, no longer provide access to your account or settings pages. In fact, when I tried to access the return status online, there was absolutely NO page where I could view my previous purchases and returns. When you log in, you are redirected back to the log in page. The virtuous loop cannot be broken. 2. Customer service does not address problems and instead prompt you to update your browser cookies which has nothing to do with the issue. I had about 15 email exchanges with their customer support team to find out how much was credited back to my account. The customer support team ignored all the evidence and screenshots that I sent them describing why the amount credited was incorrect. 3. Deceptive return process. For any items that they have marked down, they credited the adjusted amount (ie. the value of the item once they processed the return) not the original amount that I paid. The items were returned on time. I still have not received the adjusted amount.

Desired Settlement: The desired outcome is to be refunded the amount that they withheld: $15.04. I ask for a refund because I cannot trust this business and want to have nothing to do with them in the future.

Business Response: Bluefly strives to deliver the best service to our customers and apologizes for this technical error. We will be sure to refund the customer the correct amount and will reach out directly to the customer to confirm their payment method. 

3/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a purse from the website which was approximately $1,720.00 total. I was sent the incorrect purse. I called customer service immediately and they said they had to look into it and would send me a retun label within a day. I called everyday and a customer service representative would tell me it needed to get approved so it would be another day. It took them 8 days to finally send me a return label. Once they did I returned the package immediately. Bluefly received the purse back on 2/**/16 and I have still not been issued a refund. I have sent emails asked when I will recieve a refund and no one replies to me. I ordered the purse on January **, 2016, it is now March and I still have not been refunded for the item. They are holding up a lot of my money and have had me wait around and no one ever gets back to me.

Desired Settlement: I want my credit card issued the payment immediately plus interest.

Business Response: We apologize for the delay in processing your return. The item has been refunded in full today. Please note- depending on your card issuer this return may take 3-10 business days to show on your card statement. 

3/4/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, I've placed 2 orders with ***************. First order was delivered incomplete due an out of stock item and the second item was damaged/defected. (it was returned back for a refund) And after that second order was placed and again, second time the order was delivered incomplete. After my numerous emails and complaints, they have told me that it's not their fault and the box was delivered and signed for it. But I've told them that the box was delivered but the order was incomplete !!!

Desired Settlement: I need a full refund for the item which was not delivered to me with that order !

Business Response: Upon extensive research with ***** and also our warehouse center, we have confirmed that both items were shipped to you. Please note that the weight of your shipment matches the weight of both items ordered, and that a signature was also confirmed upon delivery. With the information that we currently have, we are unfortunately unable to refund you for the Fendi item. We apologize for any inconvenience caused. We have also reached out personally to address the customer and any further questions they may have concerning this request/claim. 

Upon extensive research with ***** and also our warehouse center, we have confirmed that both items were shipped to you. Please note that the weight of your shipment matches the weight of both items ordered, and that a signature was also confirmed upon delivery. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Hello,

I have told you already that YES I have received the box from ***** and personally signed for the delivery. But the content of the box was only 1 hadndbag not 2. Since I already had an experience with Bluefly.com from my previous order, since they ship the items separately, I have decided to wait for few more days. Later I have emailed to get an update how soon I will receive the second item. It took them more than 10 days to get back to me with such an unprofessional and insulting answer.

Beside this order, I had a very unprofessional experience with my first order as well. From 3 items orderd they have only shipped me 2 items. 3rd item was out of stock and I have never been told about that even after the order was processed and shipped. Also from other 2 items I have received, one of the items was defected/damaged which took them again 5 days to approve the return. The return was deliverd to them on Feb ** and finally today, on Feb **, after my numerous emails, they finally refunded. I was charged on Jan ** for a defected item, no one even inspected the item before it was shipped and it was just refunded today. I have ended up paying interst to my credit card company for their unprofessional mistake. And I have all the pictures of the defected item which was received.

They never inspected my first order and did such a wrong unprofessional mistake by sending defected item and I am sure my second order was handeled the same exact way and now they are trying to blame others for the mess which is taking place at their company.]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ********




 

Business Response: Although confirmed delivered, we will be refunding the customer for the item claimed not received as a one time courtesy. The customer has also been notified personally. 

2/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have unsubscribe from Bluefly many , many times and Bluefly has not stopped sending me emails many times daily. I have even called their customer service , and asked them to unsubscribe me from their email list. That's was over 2 & a half weeks ago. I'm still receiving Bluefly emails!! Please stop the emails at once. Sincerely ***** *******

Desired Settlement: Stop receiving emails from Bluefly , now.

Business Response: We are sorry to hear that you are still receiving our emails. We have reached out personally to you to confirm your email address that is receiving emails as we do not have an account associated to that email address or name. Once confirmed, we would be happy to take care of this for you and unsubscribe at your request. 

2/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a comforter set from Bluefly the end of December.. When I unpacked the comforter the quality was in poor condition. There was a hole in one of throw pillows, the bed runner corner is unraveled, and there are loose threads all throughout the comforter. I repeatedly tried to return this set because it was damaged since feb 1st and today Michele B from Bluefly said they will not accept the damaged set because it is not within their 21 days. If a product is damaged the retailer should try to make good on the purchase with the consumer. Instead Bluefly asked for me to send pictures of the defective comforter set then later come back and refuse assistance.

Desired Settlement: I want to return the damaged comforter set back to Bluefly and receive a full refund.

Business Response: Bluefly strives to deliver the best service to our customers and apologizes for your experience. As the return request was outside of our return policy, we are unable to accept the item back. As a courtesy, the customer has been offered a store credit in the full amount of the item received- not requiring a return. Please note- pictures are required for any issue reported by a customer and do not guarantee return exceptions. We are sorry that the customer is unhappy with the item received and would be happy to offer a store credit in order to replace the item. 

1/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Their customer service is HORRIBLE and downright ethically questionable. I called in November regarding a return. It is now end of JANUARY and they STILL haven't gotten back to me. Every time I call I'm told I will be sent a return label within 48 hours and every time nothing happens. I called and asked to speak to a manager - was told I would get called back. Wasn't. These people are horrible. This service is horrible. I will never shop here again and I will tell everyone I know not to shop here. They are absolute scam artists.

Desired Settlement: I just want to complete my return request!

Business Response: Bluefly strives to deliver the best service possible and apologizes for this customer's experience. A RMA number as well as a return label will be emailed today to the customer so that they can return their order. Once the item is received, we would be happy to refund the customer. 

1/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of shoes for my dad for Christmas. Typically my dad wears a 12 to a 13. To be on the safe side, I bought a size 13. The shoes are too small... He needs a size 13 1/2 or 14. These shoes must run small. However, I went onto the website today to exchange the shoes just for one of the agents to tell me that they were final sale and I can't exchange them. So basically I wasted my money and now I have to get my dad another gift for Christmas because I can't exchange these shoes. This is a total inconvenience. The shoes have not been worn and when you first log onto the website, they state that there are "Free Returns". Which this is what got my attention from the start...Something should definitely be done.

Desired Settlement: All I want is to exchange the shoes for a size my dad can fit.

Business Response:

Bluefly strives to deliver the best service to our customers, and is very sorry to hear about your experience. At this time we do not offer exchanges, but would be happy to make the exception in this instance and accept the final sale item purchased. We will reach out personally to arrange a return for you.

Please note- “Free Returns” offered by Bluefly refers to the free return label we provide to our customers for eligible returns. This information is clearly stated in the details of this policy on our website. 

Consumer Response:

Better Business Bureau 
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

I have also attached the email I received from Bluefly specifically stating that if I would like to return I can return the item in the original package. It did not include any restrictions. They need to change that because that's false advertising. When can I expect an email or call so that I can exchange these shoes?

Sincerely,

***** *******



 


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Since the last complaint was closed, bluefly has not contacted me to send a return shipping label for the shoes like they said they were. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******




 

Business Response: We are very sorry to hear the the customer did not receive their return tracking label. According to our records, ***** shipping label #************ was emailed to the customer on 12/**/15 along with a RMA number to email address:  *************************. A new label will be emailed to the customer today along with a corporate contact in case they experience further issues.

1/20/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: 1/**/2016 Hello, The Order *********** was placed on January *, 2016 and is due on Jaunuary **, 2016. An email was sent to Bluefly about the ****** ****** **** ****** not having it to deliver. The Bluefly representative keeps saying that ***** has it and to give ***** "a few days." I need my package with the tracking number Tracking Number ***********... on it. I have given every one enough time; and then had to tell them that it was not on schedule. All they keep saying is this: Gina R (Bluefly) Jan **, 6:27 PM Hello *****, Please give fed-ex a few days to update their tracking system for your order. Should you require assistance, please call Bluefly Customer Service at ************* (###-###-####). If you are calling from outside the United States, please dial ###-###-#### and press 1 to speak with Customer Service. Our FlyReps are there to serve you Monday through Friday from 8:00 a.m. to 9:00 p.m., Saturday from 10:00 a.m. to 6:00 p.m. and Sunday from 12:00 p.m. to 6:00 p.m. Eastern Standard Time. Thank you for your continued interest in Bluefly. Sincerely, **** BLUEFLY Customer Service Belle & Clive Customer Service AND the **** is being shown atop of their emails like so: Track your package at **** It looks like the tracking number is *********.... Just send my package. I am tired of Bluefly's games. ***** **********

Desired Settlement: 1/**/2016 Hello, I need for my package to be delivered on the day that Bluefly had promised, January **, 2016. Should they not be able to comply with their own shipping and customer relations; then my funds for this order should be promptly returned to my card's account. ***** **********

Business Response: Bluefly strives to deliver the best service to our customers and apologizes that you have experienced delay in receiving your order. Due to a technical issue, this order was not showing tracking. You will be contacted privately with an upgraded tracking number for this delivery. 

1/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned two items, immediately after receiving them as in one day's turnaround time as they did not fit well. I returned them via *** on 12-*-2015. *** tracking shows that they were returned to Bluefly on 12-**-2015. I have called approximately 10 times to check on this return and still have not been issued a refund. I have been told several different things, lastly that they received the items on 12-**-2015 and that I would be getting a refund in probably 4 days. I called again this evening and was told I would receive a refund in 2-4 days. I am hoping that this is true. The order numbers are *********** and ***********

Desired Settlement: I am hoping you can assist with this. I am owed almost 600.00 from them.

Business Response: Bluefly strives to deliver the best service to all customers and apologizes for the delay in your refund as well as receiving a response from our customer service. Our marketplace vendor advised that two orders were received with one RMA number, resulting in a delay while further research was being done. Both orders have been confirmed refunded today. Please allow 3-10 business days to see this amount reflected on your account.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** *******



 

1/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was trying to order a/one pair of earrings. I had a problem with amazon payments and went and fixed it, when I re submitted my order I magically had now 3 pair of earrings totaling $700!!!! I immediately called and was told they would fix and cancel it. Then I received all the earrings, had to call every day for 10 days. Finally got the return labels and promptly sent them all back. I still have receive NO refunds and it has been more than 2 weeks. They are very hard to work with and this was a computer glitch in their system, yet I am the one NOW paying interest on charges I never intended to make.

Desired Settlement: Bluefly needs to refund all the money ASAP

Business Response: We strive to deliver the best service to our customers, and apologize for the technical error experienced while checking out . We have refunded the order in full today as both return shipments have been confirmed received. 

1/8/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I never received an order but their website shows it has been delivered and the return window has expired. I emailed their customer service but never get a reply.

Desired Settlement: Ship what I ordered to me (contact ********** to locate the package or send me another one same as I ordered) or fully refund me.

Consumer Response:

Better Business Bureau:

 

Even I have not received the response made by the business in reference to complaint ID ********, I have got refund from my credit card company.

Sincerely,

******* *****



 


1/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a ring and they sent 2 pairs of earrings and charged me twice

Desired Settlement: What i originally wanted was them to honor my order and send me 1 ring. I called and spoke to a supervisor representative who didn't understand what had happened. I called again and spoke to a supervisor. She looked up the item and it was no longer listed as the ring I ordered or the earrings I received, but an entirely different pair of earrings. The supervisor acknowledged that the website was messed up. I never heard back. I called again, they said they wouldn't resolve the issue. they said they would send return label but didn't. Despite being notified multiple times of the errors on their website, they still have not made changes so consumers would not continue to be misled by their faces offers. The misleading posts could have been an error, but after being informed on 3 separate occasions of the error and having a supervisor, herself, verify the incorrect listing (as well as the advertising go the wrong merchandise on ******) and not correcting, it constitutes false and misleading advertising! I want a full refund and they can send *** to pick up the little rocks on posts tat they are claiming are earrings.

Business Response: Bluefly strives to deliver the best service to our customers, and apologizes for the technical error on site for the item purchased. We have fixed the errors on our site. We have also confirmed that both orders were refunded in full today.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********,

AND WHILE I ACCEPT THE RESOLUTION, I THINK THE COMPANY DOES A SUBSTANDARD JOB:

1) MAINTAINING ACCURACY ON THEIR SITE

2) CHOOSING VENDORS TO ENSURE QUALITY PRODUCTS (the supposed on-sale $100 earrings that they mistakenly sent look like tiny pebbles on the flimsiest post I have ever seen.)

3) FULLY TAKING RESPONSIBILITY AND EATING THE COST DIFFERENCE WHEN THEY ADVERTISE THE WRONG PRODUCT.

Sincerely,

******* ****



 


12/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The firstly thx BBB buddies help for my problem. I purchased a suit and 2 Shoes from Bluefly. but they send me the product is not a new one . BTW , I ordered 4 products , but the bluefly delivered 3 prodcuts.

Consumer Response:

Hi ******,

I'm looking for a solution to help me solved this issue.

the best result as below

refund or return this product.

thx

******* ***

Business Response: We apologize that the suit received was in less than perfect condition, and would like to take care of this for the customer without further delay. The customer will be refunded in full today for item *************. We would also like to confirm that cancelled item for which we ran out of stock for, ************* was never charged.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I disagree Bulyfly's solutions.

The firstly Bluefly  group selling the second hand good to customers
The second the suit not a quality issue
perfect condition apply to quality issue 
But perfect condition not including  Ur team cheat customers ,selling the second hand good for customers 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ***



 

12/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered a bunch of clothing item. I received most except for 3 shirts. I was provided a *** tracking number whi c h showed that a label was created. Nothing beyond that. After about 1.5 weeks I wrote the so called customer service to check on it. All I get is emails stating I need to wait. I have asked for my money back, I need to wait. I have paid for my items in full and in time and they keep playing the you have to wait game. For what, I don't care about the items which I found cheaper somewhere else and gave already received. I want my monew back, bluefly can wait til they get and answer. They should not punish their customers for their mistakes.

Desired Settlement: I want my money back asap and I want people to be aware of bluefly.

Business Response: Bluefly strives to deliver the best service to our customers, and is very sorry to hear that the customer did not receive the remaining items from order ***********.  We were doing our best to fulfill this order, however there was an inventory issue with one of our business partners, and we are going to need to cancel the remaining items in this order.  We have made sure that the customer has been refunded in full for the three Clementine t-shirts today.

12/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have requested an authorization to return 2 orders together in one box to save some shipping money and also just use only one box. Merchant agreed and both orders (Order #: *********** and Order #: ***********) were returned together in one box. But I've been issued an incomplete refund amount and merchant is stating that 2 of the items from the order # *********** were not received by them. They are stating that they have only received 4 items instead of all 6 items which were returned for a refund.

Desired Settlement: I need the full refund for the 2 items which not refunded yet to my credit card since September 2015 and it's more than 3 months for now ! The refund amount should be (Style # ********* SKU # ************ $1555 + Style # ********* SKU # ************ $ 145) $1700 + $ 153 Tax. Total Refund Amount: $ 1853.00

Business Response: We apologize for the time it has taken for the customer to receive their complete refund on both orders returned. We would also like to confirm that a refund for order *********** (Style # ********* *** # ************ and Style # ********* SKU # ************) in the full amount has been completed today (12/*/15), and will appear on the customer’s account within 3-10 business days depending on their card issuer. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** *********



 

11/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered something I finally got in the mail two weeks later, only to find it was damaged. I was then informed that I could not return a damaged item because it was a final sale. I am disgusted that Bluefly unloads their damaged merchandise through final sale items; nevertheless I need to get a refund for the damaged item as it is unusable.

Desired Settlement: Refund the item in full.

Business Response: We apologize for the condition of the item received and have refunded the customer in full ($13.33) on 11/*/15. Bluefly apologizes for any inconvenience. 

10/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since September **, 2015, I have been attempting to return a pair of sunglasses purchased from the vendor, Bluefly. Since my initial email on September **, I have received automated emails, I have "live chatted" with a customer service rep, all to no avail: Oct *, 9:29 AM Chat started on Monday, October **, 2015 9:16:02 AM (9:16:02 AM) *** Visitor ******** has joined the chat *** (9:16:02 AM) *******: Your website is horrendous - I am trying to return the Pucci glasses from order # *********** and I emailed about this a week ago and the instructions just take you in circles - I shop online A LOT and no one makes a return this difficult!!! (9:16:36 AM) *** Katherine has joined the chat *** (9:16:41 AM) Katherine: Welcome to Bluefly! My name is Katherine. How may I help you today? (9:17:04 AM) Katherine: Good morning *******. (9:17:17 AM) Katherine: If you are going in circles, the order may not be eligible for return. (9:17:17 AM) *******: Please read my message above (9:17:20 AM) *******: Good morning (9:17:23 AM) Katherine: Let me pull that up. On second. (9:17:26 AM) Katherine: One second (9:17:48 AM) *******: that was not what the email stated (9:18:19 AM) Katherine: For security purposes, can you please verify the name and billing address on the account? (9:18:38 AM) *******: ******* ****** (9:18:45 AM) *******: **** ******** ****** (9:18:52 AM) *******: ********* ** ***** (9:21:02 AM) Katherine: This second item on your order had a 21 day return policy. At the time of your email, you were over the 21 days. This is a Marketplace Partner item and the vendor is very strict about the policy. It is not eligible for return at this time. I'm sorry. (9:23:10 AM) *******: If you look at the order, it states Estimated Delivery: September ** - September ** - my email was Sept ** - even with today's date it is not 21 days. (9:24:36 AM) Katherine: Let me send this over to request review and see if we can't get a return label sent to you. (9:24:42 AM) Katherine: Please allow 24 hours for the response. (9:24:59 AM) *******: Thank you, Katherine (9:26:44 AM) Katherine: You're welcome. (9:26:51 AM) Katherine: Is there anything else I can help you with today? (9:27:22 AM) *******: That is it... thanks (9:27:43 AM) Katherine: You're welcome. I will get back to you as soon as possible. (9:27:50 AM) Katherine: Thank you for shopping at Bluefly. After you close out of the chat, please take a moment to fill out our exit survey. We'd love to get your feedback! I then received the following email: Last email from Bluefly: ******* ***** (Bluefly) Oct *, 11:13 AM We are very sorry that you were unable to locate the ORDER STATUS section on our website. We are in the process of setting up a manual return for you. You will two separate emails from us. One will contain the ***** return label and the other return instructions. Again, we apologize for the inconvenience. ------------------ Submitted from: ************************** I then sent the following: From: ******* ****** ****************** Date: Thu, Oct *, 2015 at 7:12 AM Subject: Re: [Request received] Chat with ******* To: Bluefly support+************************* I am STILL waiting for authorization and a return label - are you just trying to wait until it is 21 days and THEN tell me I can't return the sunglasses? This is the most horrendous customer "service" I have encountered in a long time... Please send me authorization and a return label TODAY. Thank you I have received NO response to these repeated attempts for information / to return the item, valued at $75.00.

Desired Settlement: I would like to return the item and receive a full refund

Business Response: We regret this customers bad experience with obtaining a return label and RMA from our team. 

This customer was emailed a return label on 10/**/2015 with a Customer Service generated RMA.  We have also attempted to reach out to the customer via telephone to apologize for the delay, but were unable to get a hold of this customer or leave a voicemail. 

The customer has been issued a return shipping label with tracking number ************.  We have also taken the liberty of refunding the customer before receiving their return.  The refund was processed today and should be seen on the customers billing method within 3-5 business days. 

Thanks 
CJ C***** 
Head of Customer Service for Bluefly.com

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I received a refund as of yesterday, October **, 2015.

Sincerely,

******* ******



 

10/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I tried for several days to initiate a return on their site in the specified time frame of their return policy, however there was never a "return item" link or button by the product I was trying to return. Actually the site had overalpping text, etc which looked like it was having issues. Therefore I emailed their customer service asking for them to inititate the return and they immediately said no bc I was outside the timeframe. I was within the 14 since the product was received when I emailed, and since I had tried for a days earlier to start the return iI was well within my rights. I emailed them back with the tracking link proving when I received the product and about their site issues (which I told them about in my iniital email) and then just got back a no we will not allow the return. I have an issue with the fact that their site was having issues and I am the one paying for their problems. Also just lack of care on the customer service part. I do a ton of online shopping and usually if an issue arises most companies are very helpful, but Bluefly is the exact opposite. I think their return policy is shady and I think they just dont care about customers.

Desired Settlement: I would like to be able to return the product, I would like and apology and I would like them to address their site's issues with the return item link/button.

Business Response: We are very sorry to hear about your most recent return experience with Bluefly and would be happy to reach out directly to assist with your return request. We are also very sorry about the technical issue and are continuously working to improve our customer experience.  

9/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a "RoyceLeather Executive Suede Lined Laptop Messenger Bag in Gneuine Leather". In the description, it states "sumptuously lined in Royce signature plush Luxury Suede" and it will comes in "This Royce Leather accessory comes elegantly gift packaged in a 2 piece blue gift box with rich silver ribbon and bow". After it arrives, it is in plastic bag, not in gift box wrapped in bow tie. In addition, bag is not lined in luxury suede. The bag has strong plastic smell as it feels not all genuine leather as it states in website. It was not as described on the website.

Desired Settlement: Please kindly review the case as this is not as advertise and described on the sale website and it is violate to consumer purchase law. I will like a full refund for the purchase of item.

Business Response: We are very sorry to hear that the customer is unhappy with the item received. Bluefly stands behind the authenticity of all products sold. We would be happy to reach out to the customer directly  to accommodate their request.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Thank you so much for your help and thank you for Bluefly assist with the return.


Sincerely,

***** ***



 

9/15/2015 Problems with Product/Service | Read Complaint Details
9/12/2015 Billing/Collection Issues | Read Complaint Details
9/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have shopped with Bluefly for a decade and have always had very good experience. I didn't order from them for about a year but then decided to use them for Christmas shopping in 2013, at which point I experienced a marked decline in the quality of their service, necessitating considerable time spent contacting their customer service to resolve various issues. I made several orders in November and December 2013. As many of the items were gifts, and as it can be difficult to select the right size when shopping online, I had to return several items from the various orders. I encountered a variety of problems, reflecting a pervasive lack of professionalism in their online purchase and return processing system. I have email records documenting each of the following issues: 1. Bluefly has a 21 day return policy. On one order, I ordered two sizes of an identical item. One item was allowed to be returned, while the other was erroneously listed in their online system as not allowed for return. I had to call to correct this before returning both items. While the agent made a notation in their computer system, it has created delays in return processing and it appears the company has lost the second return item. 2. When I returned items from three different orders in one box using their flat return shipping fee, Bluefly charged me the return shipping fee multiple times. 3. When I returned items from three different orders in one box, Bluefly only processed the item from the return associated with their prepaid label, losing track of the items from the other two orders and requiring multiple calls and email over a span of weeks to correct the issue. 4. When I returned items paying my own return shipping, Bluefly erroneously deducted their flat $6.95 prepaid return label fee. 5. When I took advantage of a holiday promotion, providing a $30 store credit if I spent over a certain amount with Bluefly, it took multiple calls and emails over a span of at least a month before the company made good on issuing me the credit. 6. Their return processing time on each of the 3-4 returns I have sent was well above average compared to other online retailers that I shop with regularly (******, ** ***** ****** ******).

Desired Settlement: Through multiple calls and emails - and an extraordinary time investment on my part - I have worked with Bluefly's customer service department to correct several of the errors. At present, I have the following outstanding concerns that need resolution in the form of a refund to my credit card: 1. missing item from Order Number: ***********; owed $62.30 refund (email correspondence sent to Bluefly Feb *** 2. erroneous return shipping label fee from Order Number: ***********; owed $6.95 refund (email correspondence sent to Bluefly Feb **) 3. one package containing three items in transit by U.S. postal service for return; no problems yet, but based on overwhelmingly problematic past experience, I fully expect there may be a problem with that return too; owed $172.90 refund I would like to be refunded as soon as possible to correct these remaining errors. I would also appreciate some acknowledgment on behalf of the company of the extraordinary inconvenience I have experienced over and over on multiple orders and the unacceptable quality of their service.

Business Response:

Case #: *******
Customer: ************************

 

Bluefly aims to deliver the best service and quality of items to all customers. We are sorry for the time it has taken to respond to the customer’s initial complaint. We would also like to apologize for the delay in refunds due to technical errors as well as the quality of service experienced by the customer. Bluefly continues to work dilligently ito improve the customer experience.

We have confirmed items from order were refunded in full as well as the shipping and return shipping fees. Each item from this order was refunded on 2/**/14 and 2/**/14. The shipping fee was refunded on 2/**/14 and the return shipping fee was refunded on 2/**/14.

We will also reach out to the customer directly to address any further concerns or discrepancies regarding the returns as well as their experience. 

9/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed order #*********** on 4/**/2014 for a pair of Saint Laurent size 8.5 green leather flats. My ****** account was charged $292.48. Upon receiving the shoes, my wife found that they were too big and wanted to return them. De did not wear them, and returned them in brand new condition with all the original packaging. Per bluefly's return policy, we went online, stated our intent to return the product, and printed off a return slip and packaging label. The item was shipped back via *** and arrived at the bluefly warehouse on 5/*/2014. According to bluefly, it can take up to 10 business days for them to process a return. We waited the full 10 business days, but no return was ever processed. Neither my bluefly account nor my ****** account shows any return or refund for that purchase. We followed bluefly's return policy, so we expect our return to be honored. We have tried calling bluefly's customer service numerous times, but they have been unwilling and unable to solve the problem.

Desired Settlement: I would like the refund of $292.48 (less any shipping charges) immediately refunded to my ****** account. I would also like an apology from bluefly for all the hassle this has caused me.

Business Response: Case #: ********
Customer: ***************


Bluefly aims to deliver the best service and quality of items to all customers. We apologize for the time it has taken to respond to the customer’s initial complaint as well as the delay in receiving their refund. A refund for this order processed on 5/**/14. We will be reaching out to the customer directly to address any further concerns regarding their experience.

9/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two items from Bluefly on Dec **, 2013. Upon delivery, I found one of the items not to be as ordered, and promptly followed the company's return guidelines, receiving an authorization for return on Dec **, 2013. *** has provided confirmation that this item was delivered to the merchant, and signed for, on Jan *, 2014. Bluefly's return policy states that refunds will be credited within 10 days of merchandise return. It has now been 73 days, and my refund has not been authorized. I emailed the company on Jan **, requesting an update, and received a response on the ****, indicating there have been issues due to the relocation of their warehouse, but the credit would be processed shortly. I have since called their customer service number twice, and each time, after the representative confirmed the order, return confirmation, and delivery confirmation, I was assured that a rush would be put on the processing of this return. I have yet to receive anything, and find this absolutely unacceptable, much as it would be if I walked into their warehouse, and walked out with an armful of merchandise, promising to pay later, at my convenience.

Desired Settlement: I would like Bluefly to honor its business policy regarding refunds, process my return, and issue my refund without additional delay. I also believe an apology is due.

Business Response:

Case #: *******
Customer: *****************

Bluefly aims to deliver the best service and quality of items to all customers. We apologize for the time it has taken to respond to the customer’s initial complaint as well as the delay in receiving their refund. Bluefly has since enhanced its returns process for our customers.

We would also like to confirm that the order was refunded on 4/**/14. We will be reaching out to the customer directly to address any further concerns regarding their experience.

9/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made an online purchase with BlueFly.com for a suit totally $1,282.13. BlueFly provided me with an order number and charged my credit card for this order. Shortly after, I received an email from BlueFly stating the following; "We apologize that we had to cancel your Bluefly order. We attempted to verify the information on your recent order, but were unable to do so because the billing information submitted did not match what your bank or credit card has on file." I contacted my bank, and per their records they provided BlueFly with an authorization code and verified my account information matched the billing address used when placing my order with BlueFly. BlueFly made zero attempt to contact me as a consumer to verify any information. They simply, without just cause, cancelled my order. I contacted BlueFly and first spoke with a representative by the name of ********, who was unable to assist. I then spoke with another representative by the name of *****, who was also unable to assist. I was then transferred to a supervisor by the name of ***** who simply refused to assist in anyway. He stated BlueFly has the right to cancel any order for any reason. I fail to see how it's legal for a company to cancel a customer order without just cause or doing any sort of due diligence to verify any type of security concern. This order was placed on November **. However, with the same card, same billing address and shipping address, a prior order was placed with BlueFly on November **. BlueFly had no issue with this order. Therefore they had no probable cause to cancel my second order. The information on both orders match, my credit card company provided BlueFly with an authorization code, and verified my billing address in the process. When a merchant process payment and provides an order number they have entered into a merchant agreement with the customer. BlueFly is refusing to replace the order or offer any assistance and therefore I feel this is in violation of their merchant agreement with myself and the card provider. Sadly this item was the last of it's kind. BlueFly has verified they still have this one item left but they will put it back into inventory tomorrow at which time anyone else can purchase the item. There is no reason for BlueFly to deny my order or refuse to sell me this item if they still have it, which ***** verified they did.

Desired Settlement: I requested they immediately put the item back into inventory and place a new order, they refused. I simply want this product and BlueFly offers no other products on their site matching this products specifications and material. Even if BlueFly wanted to sell me a similar item and offer a discount, they have no comparable item to offer. This suit was a wool/mohair mixture. Mohair suits are extremely difficult to come by. Replacing this suit would require I purchase it from the manufacturer directly which would constitute a higher fee. Retail, this suit sells for $2,300 which will be my cost to replace this suit which I feel BlueFly should be responsible for.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Bluefly, Inc regarding complaint ID ********.

Sincerely,

***** *****

Business Response:

Case #: ********
Customer: *******************

 

Bluefly aims to deliver the best service and goods possible and we are disappointed that the customer was not able to receive their order. We would like to apologize for the delay in response as well as the lack of quality service provided in regards to the customer’s order and its cancellation.. We will reach out to the customer personally to rectify the situation.

9/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Below is the return information on ***** * *****'s website. Not only did I follow the process exactly as outlined, my return was delivered to the warehouse on 3/**/15 per my tracking information. It has been much more than 10 business days and I have received NOTHING from them regarding my return. I have called several times and all I'm told is "Well this is from a vendor and all we can do is mark this urgent and wait." Your return policy states 10 days, nothing mentioned about if an item came from an "external vendor" it could take longer. I called again this morning and was, yet again, told that they would mark this urgent and that we would have to wait to hear back. When I asked what the process was if a vendor never gets back to them, I was told there was no such process. So not only is the policy of when I can expect to hear about my return completely false, there is nothing in place to protect their customer if the vendor, which they chose to do business with, fails to do what they need to do. How do I return an item? ***** * ***** offers fast and easy online returns. Follow these steps to return an item: Log into your ***** * *****, and select My Account from your User Name drop-down menu. Then, select Orders & Returns from the left-side navigational menu, and find the order for which you want to create a return and click "Return Items". ¿ Fill out the form to receive a return authorization number and pre-paid ***** SmartPost return shipping label. ¿ Click the "Print Confirmation" button to immediately print your return confirmation and ***** SmartPost return shipping label. We will also send you a return confirmation email so that you can access your return confirmation and domestic return shipping label to print later. ¿ Pack the return and the return confirmation page in the original package, if possible. The return confirmation page is required for accurate return processing. ¿ Tape the return label securely to the box. If you opt to use your own shipper, we suggest that you use a traceable carrier. ¿ Take your package to any ***** location or give your package to any ***** driver making a regular pickup or delivery at your residence or place of business. Find your nearest ***** location: ********************. Note: Returns that are received without the return confirmation form included will be processed back to the original payment method. How long does it take to receive a refund from my returned order? Returns will be processed within 10 business days from the date we receive your package at our warehouse. After your return is processed, kindly allow three to five business days for a credit card refund to post to your billing statement. ***** * ***** store credit refunds will be immediately available after your return is processed. If you returned a gift for ***** * ***** store credit, please allow three to five business days for the store credit to appear in your account.

Desired Settlement: I want a full refund of my purchase $83.98. They normally deduct $6.95 from the refund for using the return shipping label; this seems to be ridiculous considering I have been waiting for a month to even get notified that my return is being processed let alone get my money back!

Business Response:

Case #: ********
Customer: ***********************



Bluefly strives to deliver the best quality of goods and services to our customers. We are very sorry for the delay in response to the customer. This matter should have been handled more efficiently and Bluefly has since enhanced its returns process for our customers.

We would also like to confirm that order was refunded on 4/**/15. We will reach out to the customer directly to address any further concerns they may have.

Again, we apologize for the frustration this customer has experienced.

9/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have ordered a Mulberry Bayswater bag at June *** and then left for a business trip. After back home and check the bag, I noticed there were couple of the crack and wrinkle inside and outside. It doesn't really look like a new bag. I have wrote twice to customer service but no response.

Desired Settlement: Just refund to my credit card

Business Response:

Case #: ********
Customer: *********************

 

Bluefly strives to deliver the best quality of goods and services to our customers. We apologize for delay in response to the customer. We will reach out to the customer directly and look into the issue immediately.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

** **



 

9/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a sweater from Bluefly about a year ago. I wore the sweater two times. The first time I wore the sweater it was not cold enough to warrant closing the sweater using the button provided. The second time I wore the sweater which was last week, it was very cold here in Maryland, so I attempted to button the sweater. At that time I realized that the sweater is defective as there is a button on the sweater but there is no button hole or other means to button the sweater. This is not how the sweater was advertised on the Bluefly.com website, which is where I purchased the sweater from. The price of the sweater, $189 is indicative of a designer sweater, but the quality is that of a much cheaper sweater purchased at an outlet store because of the defect. I contacted Bluefly.com via telephone using the customer service number provided. I was informed that nothing could be done because of the amount of time that passed since I purchased the sweater. After being very persistent with the Bluefly representative about the quality of the merchandise I received and how they should stand behind their products, the representative said she would forward my request on to another area who would review and respond to me via email. The email I received said there was nothing that can be done because the sweater was purchased too long ago. They also indicated that the sweater does not have a button hole, but rather a loop in the fringe to be used to fasten the sweater. I assure you, there is no loop in the fringe to fasten the sweater.

Desired Settlement: I would like for Bluefly to stand behind their merchandise and either: 1. Send me a replacement sweater with a loop in the fringe to close the sweater which is what I paid for OR 2. Refund the cost of the sweater -( I will gladly return the defective sweater in my possession to them)

Business Response: Dear *******:


Thank you for your correspondence.  Unfortunately, we are unable to accept a return based on your date of purchase.  At Bluefly we stand behind our products and offered a generous 40 day policy at the time.   We do acknowledge that you are unsatisfied with our response and hope that this in no way affects your relationship with us.

Best regards,
Bluefly Customer Service Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 I am stuck with defective merchandise and out of pocket $189.00.  What can I do with a sweater that I cannot button?

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *******




 

Business Response: We cannot begin to express our apologies for the delay in our response and would like to make things right. The customer's experience is important to Bluefly, and should have been addressed as it was filed. We have personally reached out to the customer to accommodate their request. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Hello,
I received a second communication from Bluefly.  They have agreed to give me a $200 store credit towards my next purchase.  I am satisfied with that.  Therefore, can you please close case #*******?  Thank you kindly.

******* *******

Sent from my iPad

 

 

Sincerely,

******* *******





9/5/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On September **** I ordered a desk in a curved shape for a total of $303.19 that was charged to my credit card. When I received it on October **** it was a desk from the same but line in a rectangular shape. I immediately notified Bluefly of the mistake and they kept asking for photos that I've sent several times; they take a long time to respond to each of my requests for a resolution and it is always with "We're sorry, can you send photos" in what looks like plain stalling. Last communication was on November ****. I keep insisting on a return label to send back the desk and they keep promising they'll send one. As of today there have been no refund and no response from Bluefly.

Desired Settlement: A full refund to my ******** ******* and a return label so I can return the wrong item.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by Bluefly, Inc regarding complaint ID ********.

Sincerely,

***** *******

Business Response:

Case #: ********
Customer: ****************

 

Bluefly aims to deliver the best customer service possible. We would like to apologize for the quality of service and response to the customer’s issue. The customer should have received the correct item at time of delivery.

We will be refunding the customer in full for the incorrect item they received and will reach out to the customer to obtain an updated payment method to ensure that the refund is credited.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Thank you for your effort and help, it is greatly appreciated.

Sincerely,

***** *******



 

8/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order online with blue fly on 7/*/2015. I received part of my shipment on 7/**/2015. I called the blue fly office and spoke with a representative about receiving the wrong items. She sent me some return labels via email so I can send the items back. I sent the items back 7/**/2015 via United States post office. I called blue fly on 8/*/2015 to see if my items had reach their warehouse and customer service representative was rude to me and told me I should of sent them back via fed ex and it will take a long time to track my packages I return back. This lady was not trying to help me at all she was asking for my credit card information including my security code on the back and when I refused she hung up on me and I haven't been able to talk to another representative. I have given the lady my home address, email address, order number, and date when I return it back to the post office. I wasn't given any option or further assistant from anyone else.

Desired Settlement: I want my money back because I return the items.

Business Response: The customer's refunds were processed on 8/*/15. They can take 3-5 business days to show on their account from processing dates. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 I have tried calling blue fly and customer service representatives has put me on hold and hung up the phone on me. They sent a email saying they will refund my money back to my account. Until I received my money back in my account I don't believe anything from this business.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *****




 

Business Response: Bluefly apologizes if the customer was hung up on and will address with the appropriate department. The refund has been processed.

8/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered the following product Ray ban large aviator matte gold metal sunglasses blue mirror polarized lens large 122/4L When product arrived, I was away. When I returned, it was past the 21 day return policy, so I asked for an exchange or store credit, I wanted to exchange because the blue color of the glasses was very different in appearance from the website picture. I was told that the product was sold by a "marketplace exchange vendor", so they would have to ask the vendor. I was not aware that their were vendor that had different policies than Bluefly. Bluefly made two requests for a pm exchange or store credit for the unworn, unused item. The vendor denied both. I will not order from bluely going forward due to the fact that their vendors have different policies not clearly stated to the consumer.

Desired Settlement: Refund best case for this unused unworn item.

Business Response: Bluefly will reach out again to the Marketplace vendor for an exception. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 I am responding back to this response from bluefly saying that they will ach back out to the vendor. I was told this twice before, and without resolution. Therefore, this is not substantive enough for my confidence in resolving the matter. However, I will wait to hear back from you.
sincerely,
**** ****** **********

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

Elizabeth Willis




 

Business Response: We have approved the refund for this customer as a courtesy and will be emailing the necessary information to do so. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

********* ******



 

8/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Mam or Sir, I ordered a new bag on blufly.com on July ****, arrived on July ****, order number is ***********. When received the bag, I found the condition is unacceptable. Overall this bag looks like a pre-owned one. 1. It has a sever odor of cigarette. Seems to be a preowned item; 2. Designer's original tag was attached to the bag. The tag is also broken. 3. It came with Tod's dust bag. The side near the bottom was squashed. I can not find any way to make the shape back to normal. Contacted customer service on July ****, got a response after 5 days after that saying it is final sale, no exchange or return. I do understand what a final sale is, but seller should send me a brand new item at least. Regards, ***

Business Response: Bluefly no longer has stock in this item but would be happy to accept the item for further review. We will reach out to the customer personally to provide a return label for the item received. 

8/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was placing an order on July ****, 2015 thru Bluefly.com, however, when I pressed the submit order button, my computer screen froze. I contact Bluefly.com and spoke with a representative who said no order was placed. The next day, I looked at my bank statement and $185 was taken out from Bluefly.com. I again called Bluefly.com and spoke with a representative who assured me it just an authorization charge and my money would be returned to my bank account in 3 business days. In the meantime, I received a package from Bluefly.com, it was the order they said I never placed. I followed all of the return instructions and mailed it back with a tracking number and an insurance. I called and spoke with Michelle on July ****, 2015, explained the situation and she said that my refund should be in my account as of August *** and it still is not in there. All I want is my $185 that I have been out since July. I returned the product of something that they had ASSURED me never even got sent. The invoice I saved was from Bling Jewelry (a BlueFly vendor) and the order # from there is *******************. I need these to be resolved because i'm out of a $185 and returned a product that I wasn't even supposed to receive in the first place.

Desired Settlement: I would like BlueFly.com to return the $185 charge that they took out of my bank account, considering I returned the merchandise that I wasn't even supposed to receive in the first place.

Business Response: Bluefly apologizes for the delay in processing. It looks like the return tracking never updated and did not confirm receipt by the vendor. We will issue a refund today as a courtesy so the customer's refund is no longer delayed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I have checked the tracking number with the **** that I have placed on my return. It states it was returned to the vendor on August ***, 2015 at 5:16pm. Therefore, they should refund my money, I will accept their return, once I see the money has been returned into my account. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
****** *********




 

Business Response: The refunds will be processed promptly. Please allow 3-10 business days to see the funds depending on the card issuer.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. (Refund pending)

Sincerely,

****** *********



 

8/1/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought something on bluefly website and I received the wrong items. What I bought as the picture showed should be "Clarins Bust Beauty Lotion" , but what I received were "Bust Beauty Firming Lotion". It's the company's fault to show the wrong picture about the item, when I called your company to seek some solutions the customer service staff just said that these items cannot be returned and hung up the phone while I was still talking.

Desired Settlement: Change the picture of the item, let me return these items and get my money back including the returned shipping fee.

Business Response: The customer's order is showing that they ordered the firming lotion but we will grant a return as a one time courtesy. We will accept as long as the items are unopened and original packaging is present. We will send return information via email along w a label.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** *****



 

7/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bluffly rejected my returns claiming they were not the items shipped to me.

Desired Settlement: Complete refund back onto original Credit Card.

Business Response: Customer attempted to return merchandise that was not from Bluefly. Bluefly shipped 2 designer (Prada) handbags and customer returned 2 used non designer bags. Bluefly did not accept this return. The incorrect merchandise was returned to the customer under ***** tracking #************. Pictures can also be provided of the return received by Bluefly (non designer handbags) if requested by the BBB. Please also note that the return boxes from the customer had not been tampered with or show any time of damage upon or during delivery. Bluefly will not be refunding the customer. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Absolutely not true credit was issued and taken back MONTHS later. Photos of returned bags differed from mine. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** **




 

Consumer Response: Please find the attached TAMPERPROOF TAGS ON MERCHANDISE. Should you need further clarification please let me know. I have show the tags up close so that you may see they are not re-attachable and TAMPERPROOF.

Business Response: As noted previously, Bluefly will only refund goods originally sent out to customers. The goods received in their original returned boxes were not Bluefly merchandise. 

7/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear BBB, I am an international shopper and I've attempted to make some purchases through Bluefly.com on Jun ** and **. Order numbers : - *********** ** Jun, 04:30 ***** Time, 998,87$ - *********** ** Jun, 23:30 ***** Time, 856,15$ - Now : ** Jul, 15:40 ***** time. Both orders are canceled by the company, and I've received cancellation notices in following days on ** Jun and ** Jun; unfortunately the provisions for authorization of my 2 credit cards are not released after +96 hours even they canceled my orders and they state cancellation reflects in credit card accounts back in 72 hours. I am travelling now and because of unnecessary suspension I cannot use cards further.

Desired Settlement: Bluefly should immediately clear the authorization and suspensions of above mentioned sums from my cards.

Business Response: On orders *********** and ***********, authorizations have expired and no funds are currently held. For further information, we would suggest that the customer contact their bank. To note- these orders were cancelled due to verification procedures and information not matching. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[I am checking my credit card statements online, the authorization still on hold on the contrary to what company is saying after 7 days. No reason was given other than info mismatch for cancellations which is also not true. Every single info that I supplied to company was valid and accurate, I already checked with my bank. I cannot use the amount blocked in my card, 7th day now]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ****




 

Business Response: As mentioned previously, all authorizations have expired and were removed. International banks may take longer depending on which bank. As also requested, if the customer provides contact information for their bank via email address our finance team would be happy to send confirmation of this already being done.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and finally resolution is in effect. However it took lots of efforts/time, escalation to BBB and frustration on my end. I would like to underline that, I am not happy at all with my first and last experience with bluefly.com.

Sincerely,

***** ****



 

7/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear BBB, I purchased a king-size bed from Bluefly.com in October 2014. I received a *** ** invoice for $106.40 in December 2014. When I called *****, they told me that the charge was for a lift gate that was used to deliver my bed. I called Bluefly.com several times to explain that had I known about these unhidden charges, I never would have bought the bed from them. After numerous emails and phone calls, I finally received an email (which I saved) on January *, 2015 from Bluefly.com: From: Bluefly Customer Service [mailto:******************] Sent: Tuesday, January **, 2015 8:20 AM To: **** ****; ****, **** [*****] Cc: **** ********* Subject: Bluefly Customer Service RE: Question on Order #: *********** (*****************) Dear ****, Thank you for your patience. I am happy to reply we have received conformation from the vendor that they will pay the invoice. Please allow up to 10 business days for the matter to be paid and closed. Should you require assistance, please call Bluefly Customer Service at ************* (###-###-####). If you are calling from outside the United States, please dial ###-###-#### and press 1 to speak with Customer Service. Our FlyReps are there to serve you Monday through Friday from 8:00 a.m. to 9:00 p.m., Saturday from 10:00 a.m. to 6:00 p.m. and Sunday from 12:00 p.m. to 6:00 p.m. Eastern Standard Time. Please use this link to rate the response you received in this email. Thank you for your continued interest in Bluefly. Sincerely, **** Bluefly Customer Service Basically the company told me this matter was resolved. However, this was a complete lie. I went away to ***** on business for one month (Jan **-**). When I returned, I had more *** ** invoices. I called bluefly.com back, and was told that this matter was resolved and "ignore any more" *** ** invoices. To my shock, I received a Collections notice from *** ** on March *, 2015 (dated Feb. ****) communicating to me that this matter was now with a collections agency. This has impacted my credit, and despite my 12+ telephone calls to Bluefly.com, the company has done nothing but tell me that the Corporate office will investigate and will let me know what happens. This vague response has left me concerned and disappointed that the company hasn't taken any steps to resolve. The company told me it would be resolved in January. When I called on Wednesday and Thursday, March *** & *** respectively, several supervisors told me that they had notified the Corporate office and contacted the vendor, ******* ****, to confirm *** ** would be paid. When I followed up on Friday, March ***, I was told that they needed to contact "Corporate," which was a complete shock to me since I was told that someone would have contacted "Corporate" by Thursday. I called several more times on Friday, March *** to find out that "Corporate" was contacted at about 4:45 p.m.! I then called ******* **** to ask if anyone from Bluefly.com had contacted them about this issue, and the company said they have no idea who bluefly.com is. When I called Bluefly.com back, they said, that I must not have spoken to the right person. However, as a forensic auditor, I asked very specific questions to ******* ****, and we tried to identify Bluefly by address, etc. I know that ******* **** is the vendor b/c their address was on the bill of lading and Bluefly previously confirmed that this was the vendor. Bluefly.com has some serious integrity issues. I was angry at this point and called Bluefly.com to find out what the status was, and all I got was "I'm sorry but we can't help you. We need to wait to hear back from Corporate." Well they've had three months to sort this out. Someone other than myself was supposed to have paid *** **, and that was back in January! Any reputable company would at least have *** ** put their name on the account for the pending, unpaid invoice. Yet Bluefly.com refuses to assume any responsibility for this unpaid bill now.

Desired Settlement: I would like a full reimbursement from Bluefly.com for the $106.40 invoice, which I had to pay. I also want a letter from Bluefly.com explaining what happened so I can send it to the credit bureau agencies to remove any comments on my credit rating. This is very bad customer service.

Business Response: Bluefly has received confirmation that our vendor who was shipping this particular item has worked with ***** to get the customer credited.
As of 3/**/15, ***** would be issuing a credit memo to the customer and the customer will then be able to request a full refund from them for this invoice. It has already been rebilled to the vendor's ***** account.

Bluefly apologizes for this error and can provide any additional information or assistance if the matter has not been taken care of.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

This is a complete and utter lie.  I actually paid the *** ** bill so my credit would not be negatively impacted.  I just made the deadline before ***** was going to escalate it to the next stage (i.e., Collections Department).  

This is the same type of response BlueFly provided to me on multiple occasions.

BlueFly makes a lot of empty promises and does not take accountability for correcting errors, and most importantly ensuring that its customers are not incorrectly billed.  The company has never followed up with me to ensure this was TRULY resolved.  Rather, BlueFly sends email falsely claiming that 'the matter is now resolved because our third-party vendor will pay the bill.'  

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ****




 

Business Response: Bluefly refunded the customer on 6/**/15. Please note - depending on the card issuer, refunds can take 3-10 business days to show on bank statements. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

After eight months, the company has finally refunded me my money.

Sincerely,

**** ****



 

6/25/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Bluefly.com consistently ignores unsubscribe requests for their mailing lists. I have attempted to unsubscribe 3 times recently, and despite the 5-10 business day removal waiting period, they still email me 3+ times / day.

Desired Settlement: I would like to receive no further advertisements from bluefly.com.

Business Response: Bluefly apologizes for the inconvenience and will be unsubscribing email address ****************** today from promotional emails regarding our websites.

6/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Prada handbag from Bluefly.com. The website claims to only sell authentic items & I believed them. I have discovered that purse is a fake due to logo being upside down. I contacted Bluefly via phone & email but they said they cannot help me because it has been over 30 days. I even sent a picture with proof. They claim to still stand behind their authenticity. How?

Desired Settlement: I want reimbursement for my purchase $800 + tax.

Business Response: Bluefly stands behind the authenticity of all designer goods offered. Because the item was purchased three years ago, it is outside of our returns policy. We apologize for any inconvenience caused. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I don't care how long it has been. They claim to stand behind the authenticity of their items but it is clear that the purse is not authentic. They are not being ethical at all. I am out of pocket a lot of money for something that is worth nothing. If you stand behind your goods, then reimburse me for fake item.  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

As I said before, I believed that Bluefly was a reputable company. You claim to stand behind "authentic" items but clearly you do not! When I purchased this purse, I believed it to be authentic. How was I supposed to know you would send me a fake item? This is not my fault. You should have a policy within Bluefly to verify items are authentic before selling them. I have purchased many handbags from Bluefly & have spent a lot of money. I can return it to you & you can claim it as damaged.
You have to understand, I had no reason when I bought handbag to have it authenticated because I believed Blueflyto be reputable. The fact that you do not stand behind your word is wrong. I don't care how long I have had purse. It looks brand new.
So now I have a purse that I spent $800 that is worth $0.
This is bad customer service & bad business.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******




 

Business Response: Had the request been made when the item was received, we would have been happy to review the customer's concerns. Because this is outside of our policy, and the item could have been replaced in this time, we are unable to assist. Bluefly apologies for any inconvenience. 

5/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Bought an item online for the listed price using my debit card. This is an agreement between buyer and seller. A week or so later I got credited with the total bill of my order and today was told they have taken one item off from my purchase because they had a price on it they didn't want it to be when I had made the purchase for it. Thy canceled the product fro my shipment. Can they do that with an agreement such as this ? They did give me a 10 dollar store credit but that still doesn't seem right as I would still want the product we agreed upon.

Desired Settlement: Want the product

Business Response: Due to technical issues that resulted in a pricing error we were unable to complete the order.  We apologize for any inconvenience caused. Please note that the customer was never charged for the mentioned item. An authorization may have been held on the customer's debit card for the order's complete amount which has since been removed. 

5/7/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The item, Royce Leather RFID Blocking Executive Underarm Portfolio, was purchased on 1/*/15 with estimated delivery 1/**-**. I spoke with customer service at Bluefly twice on 2/*/15 regarding no delivery. They indicated the item was never sent from the vendor;they would contact the vendor. I spoke again with customer service on 2/**/15 and was told the vendor has yet to reply. However, it was possible they would still send the item. I indicated to customer service the event I purchased the item for had passed;under no circumstances did I want the item. Instead I wanted my money refunded. On 3/*/15 I received the item in the mail;tracking information indicated the item was sent on 3/*/15;obviously the vendor had not responded or they would have known I no longer wanted the item. And I was unable to generate a return form as it was beyond the 30 days from the time of purchase even though I had just received the item. I relayed this information to Bluefly customer service representative, ********, on 3/*/15. She indicated she would personally check on a daily basis for a reply from the vendor. I phoned again on 3/**/15 and 3/**/15 and was told the same from the representatives ****** and *****, respectively.

Desired Settlement: I would like to return the item for full refund.

Consumer Response:

At this time, I have been contacted directly by Bluefly, Inc regarding complaint ID ********, and  the issue has been resolved.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

******** *******

5/4/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have purchased from Bluefly, a ******* ******** Shoulder PS1 bag Medium in color: smoke. This bag was purchased in June 2013, and I have NOT carried this item and it is still in it's original condition with the tags still attached to it. I have noticed a minor scuff on the strap and took it in for suggestions on how I can repair the strap. The ******* ******** Sales Assistant inspected my bag, and have confirmed that this is NOT an authentic bag. I had another ******* ******** expert inspect my bag, and the result was negative, the bag would not be accepted for repair or any other options. I do not wish to keep a questionable bag, Bluefly website claims that all of their merchandise are authentic, but reviewing other forums and customer reviews shows, that they have sold un-authentic designer bags multiple times in the past. Although it has been almost 2 years, I believe I should get a refund for a bag that is questioned to be authentic. I feel I have been mislead by their standards of "authentic". I have emailed them this issue, and have yet got an response, I have tried calling and had no luck of getting someone on the other line. If they are confident that this bag that they have sold me is authentic, then they should have no problem refunding me and reselling the bag to another buyer. This is my information for the purchase: Date: 6/**/13 Order #: *********** Total: $1,187.45

Desired Settlement: I will be more then happy to ship this bag back, all in original condition (tags still attached, dust bags, and receipt.) I want a paid shipping label and a full refund for this item ($1187.45)

Business Response: Bluefly stands behind the authenticity of all designer products sold on our 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

they have not really made an true attempt to resolve this issue. They lack communication of this process, I have not heard from them for over a week. I still have the product, and they're investigating without the actual product in hand. I simply want to return this un-used item for a full refund with paid postage.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

********* *****




 

Business Response: Bluefly had initially reviewed the scuff on the strap that the customer is referring to via photo submission from the customer. After two years of owning the product we are unable to accept this item back from the customer. Bluefly cannot assist in repairing or refunding this customer as their order date is outside of our returns policy. Bluefly stands behind the authenticity of all of it's designer products as well. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 Bluefly cannot prove that the bag is authentic.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

********* *****




 

4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear BBB, I have purchased a bag from Bluefly online website for my relative in Korea. I bought it because it was on-sale. It said final sale. I received it 3 days before my trip to Korea. The first day I received it, I noticed that the zipper was defective. I immediately called the customer service to let them know that I received the defective product and I need it replacement soon, so that I can take it with me. Otherwise I will have to get it refund, so that I can purchase it from other place before my trip. They said they can not authorize me to return it unless their corporate allow it. So I took the picture and sent it to them. Since I did not think it will be a problem returning it since it was defective product they sent, I did buy other bags for my relative in other place and went on to my prescheduled trip. And it took many phone calls and emails to get the message across. I talked to several representative explaining same situations over and over and wasted many hours of my time and got nowhere. I have saved all the email conversation. They are simply saying they will issue repair credit and can not accept for return. I told they we don't need this bag and wanted return of our credit. I did not pay over $1000 for defective product. I don't think they can force me to keep the defective product with repair credit. Would you please tell them to refund my credit and allow me to return it as soon as possible? It has been several months and I still have the original bag in my house sitting there. I wanted to return it the day I received it, but they will not accept it. It took almost a month to get any reply by email. By phone, they said they don't have authority to manage this matter after talking for almost an hour, then transfer me to ******* ******* and repeating same thing and telling me same answer. So I really don't know what to do. I am not a rich person who can just give up on more than 1000 dollars for such event. It was a special gift for my relative in Korean during summer break that I have saved over a year. Now that money is going to a waste. Anyway, I will really appreciate if you can help me with this matter. I really appreciate your attention and time in advance and hope to hear some positive news regarding this matter.

Desired Settlement: I just want to return this bag and get my money back. Simple.

Business Response: Bluefly adheres to a final sale policy for all designer handbags. As the customer specifically noted that the zipper was not broken, just not smooth, this would not be a reason why the bag would be accepted. Please note, Bluefly offered the customer an accommodation for the inconvenience.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Thank you so much for following up with my earlier complaint with Bluefly. I do not accept their response. First of all, I never said or have written that the zipper was not smooth. I only said there was no physical damage I can notice. This does not mean it is functional. The zipper does not close at all. I have not tried really hard where it may tear the fabric attached to it, so I can not comment on how much force I have put to close or wether it will be working even then. The point is that zipper should work without much effort, but it just doesn't work. I did not paid over $1000 dollars to get this kind of product. Another thing that I do not understand is that they don't even let us ship back the defective product unless they allow it. Which means we don't get a fair chance to appeal what the problem is with the product. I contacted Bluefly the same day I received it to tell them it is not working and we would like to return it. But they said I can not until their executive office give us permission. It has been almost a year now. The bag is still sitting in my closet with same condition it came in. They are trying for force me to keep the back with little repair credit, but I don't think that is fair. Even if it is "final sale", that does not mean I have keep this no matter how bad the product is. If the product is not good, we should get a chance to get it refunded. I hope you can help me to get my money back or at least credit back for this bag from Bluefly. Thank you very much and hope to hear from you soon with hopeful message. Have a nice day.

 

Sincerely,

******* ****

 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ****




 

Business Response: Bluefly has since resolved this issue with the customer and accommodated them as a courtesy.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* ****



 

4/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 02/**/15 I requested Bluefly to unsubscribe my email address ******************** from their records. I received the following message in response "Please note that it may take 5-10 business days before these changes are reflected in your email preferences." I waited until 03/**/15 but the emails continued, 3 per day. I attempted to unsubscribe again and received the following message "The email address you entered can't be found in our records. If you continue to receive marketing emails from Bluefly at this address please contact Customer Service at ###-###-####." I then called customer service and spoke to ******** who told me she would send my email address to the technical department for removal and that it to take another 5-10 to stop receiving emails. It is now 04/**/15 and Bluefly has not unsubscribed my email address so I called customer service again and spoke to ****** who couldn't find my email address in the Bluefly system and she would have to send my address to the technical department again and I would have to wait another 5-10 days. I said this was unacceptable and asked to speak to someone in the technical department. I was then put on hold for an excessive period of time and finally spoke to ******* who told me that ******** never sent my request for removal to the technical department and all ******* could do was send an URGENT request to the technical department. Apparently at Bluefly, unsubscribing from emails is on the same level as brain surgery!!!

Desired Settlement: I want my email address to be removed from everything Bluefly and I never want to hear from them again. I have over 105 sitting in my inbox begging to be deleted and I don't want anymore...EVER!

Business Response: Bluefly apologizes for the inconvenience and will make sure that this customer is unsubscribed immediately. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* *****



 

4/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Placed order for a watch (a birthday gift) on the evening on March **. Prompt delivery was to have taken place via ****. Tracking indicates that the item never left a post office located in Florida. Repeated calls to Bluefly have resulted in no resolution-just extraordinarily long hold times and refusals to be connected immediately to supervisors. A request for a refund was rudely denied. They claim they need to contact the third-party supplier and have that supplier "run a trace" that will take at least several days. Not acceptable.

Desired Settlement: Immediate refund.

Business Response: On behalf of our marketplace vendor and also the delivery method, Bluefly apologizes for the delay in delivery and would be happy to accept the item for a refund if they no longer wish to keep the item.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******** ****



 

4/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have purchased a $700 NEW Yves Saint Laurent purse through their website. I spoke with the representative and she said that it is a new item and that it is a final sale. However, when my item arrived I was extremely disappointed with the condition of the purse. Firstly, the color is way off. On their site they have brighten up the color so it's a brighter pink tone, what I received is a dark pink with purple hue. Misrepresentation of the item here. Then, I found scratches, dents, silver sparkles, and black dots on the leather. The stitches on the leather strap is teared. The hardware (the YSL logo, and the magnetic closer) have scratches on them most likely because this item has been used/worn by someone. Final sale on a used designer bag is one thing, because these things are to be expected. They need to refund my money immediately! Once it's approved I'd ship the item back to them immediately! Item still have security tag on it. Order # ***********

Desired Settlement: They need to refund my money as I did not order a used item.

Business Response: Bluefly will reach out directly to the customer resolve this matter.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 They still have not sent me a return label.  I received a phone call from this particular phone number (###-###-####) and spoke to a woman says she called from BlueFly and that she is going to send me a return label via my email on 3/**/15 and I still have not seen an email from BlueFly in regards to the return being approved or not.  You can see an email communication between BlueFly and I. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
**** ******




 

Business Response: The customer will be refunded on 4/*/15. Please allow 3-10 business days depending on your card issuer to see this amount credited to your statement details.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** ******



 

4/7/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On February **** I placed an Order with Bluefly.com for 4 items for the amount of 382.86. Three days later my purchase was shipped and on March *** I received a package. The package included only one item and a packaging slip listed all four items. I called Bluefly customer service immediately to inform about the missed items. I have been told by representative of Bluefly that they need week to investigate my complaint and I will receive a phone call in 5-7 days. A week later I have not received any phone calls, so I called Bluefly again, spoke to representative, who told me that no investigation was performed and I will receive a phone call from them in one week again, and again no one contacted me. On February ** I called customer service again and was able to reach customer service manager ***, who promised me that I will receive a refund by Friday, February ****, and week later, I have no refund. I call today, on Tuesday, February **** again, and as always have been told that it will take another week for a manager to get back to me. By now, I know I will not receive any refund as well as I will not receive any items I purchased from Bluefly.

Desired Settlement: Immediate refund

Business Response: Bluefly apologizes for the delay and will be refunding the customer today.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have never recieved any refund. 

***** *********** 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** ***********




 

Business Response: The customer was refunded on 3/**/15 for the amount of $291.28. Please note that depending on the card issuer, refunds may take 3-10 business days once they have been issued to appear on statements.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved, thankfully to the involvement of BBB. 

Sincerely,
******** ***********



 

3/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered an item on blue fly.com on 2/**/15 which was a handbag for $1703.70. Blue fly sent me an email the following day 2/**/15 stating that a shipping label had been created by *****. On 2/** I checked to see the status of the order on ***** and it stated the same that there was a label but no movement of the item. I had paid for shipping and thought this was strange. By the end of the week still said the same thing so I emailed blue fly and they said they would look into it but that it takes them 3 days to responds to emails. After one week of no movement of the item I called bluefy and they said they could do nothing but wait for the vendor to respond and that I will need to wait 10 days. I called again and then asked for a supervisor now 10 days after placing order. The supervisor said they will request a refund on the item but the vendor will need to respond and I should wait 10 days. It has now been 17 days since the order was placed and blue full has told me nothing. Every time I check in they tell me to be patient. This is a lot of money for them to owe me and I told them I was appalled that it takes them 10 days to hear from their vendor in this day and age of Internet retail. I am still waiting. I am frustrated and have no where to turn and would appreciate advice. It has been 10 days since the request was sent to the vendor.

Desired Settlement: I want a refund now, it is Bluefly's responsibility to refund my money and deal with THEIR vendor on their own. Thank you for your attention to this matter.

Business Response: Bluefly apologizes for the delay and will reach out directly to the customer in regards to the refund.

3/19/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased several items on the website Belle & Clive, which is housed under the umbrella company of Bluefly.com, on December *, 2014. I never received my items, however was charged 2 separate amounts on my credit card for $57.59 on December *, 2014 and $100.87 on December **, 2014, which total to the amount I purchased but never received. I have contacted Bluefly.com via electronic correspondence and phone calls on several occasions but have yet to be refunded. It has now been approximately 75 days since I have been incorrectly charged. During my last phone conversation with Bluefly.com on February *, 2015, I did tell a representative by the name of Heidi that if this matter was not resolved during the next few weeks, I would be contacting the BBB. During every phone conversation with Bluefly.com, the representatives expressly stated that it was unusual that I was charged before shipment was processed. The continued failure to resolve this issue is extremely time consuming and frustrating. Bluefly Inc represents themselves as a luxury retailer, but doesn't seem to conduct itself as one.

Desired Settlement: $158.46 via certified check.

Business Response: Bluefly apologizes for the error and delay and will be refunding the customer in full.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Bluefly has been claiming it will refund the charges for 3 months now and nothing has happened. Until I actually receive the refund, this complaint will remain in effect and I will continue to reject the business's responses.

Thank you,

****

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
**** ****




 

Business Response: Bluefly asks that the customer please reach out to our corporate telephone number - *** *** **** and request our Customer Service Contact for more information regarding this matter.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** ****


 

3/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally returned an order, paid with my MasterCard, but for some reason was refunded by Bluefly as a store credit. I have been calling and requesting for MONTHS to have this store credit transferred as a refund back to my MasterCard the way it should have been to begin with. I am told with every phone call that it will be done. I haven't received anything. I was then told it could not be done because they do not have the ability to transfer it, so it will stay as a store credit. It is not on my account because I have checked, even though multiple customer service reps promised it was in there. My total refund is $120. I do NOT want a store credit, I want my money back the way I paid it! The worst part is, they haven't refunded it at all, not even as a store credit. So they got their merchandise back and kept my money too. My burden of proof is an email from customer service stating the store credit is in my Bluefly account with a reference/ticket number and also a voicemail on my phone which I've been saving for the past month from the supervisor handling my case stating that I am due this refund and he would transfer it to my MasterCard immediately. This is all I need to proceed with a legal dispute. Please do not take this lightly, as I am not one to make empty threats. I am simply a consumer (and a law student) who is well within her rights to do what is necessary to recover my loss, as well as defend my right to discontinue being lied to and scammed by this disaster of a company. Upon reading the HUNDREDS of horrendous reviews and complaints about this company online, it's a miracle they are still in business (hopefully for not much longer). Two words come to mind upon reading the complaints (many of them similar to mine) about this scam posing as an online retailer -- CLASS ACTION.

Desired Settlement: I want exactly what I am due and what I've been promised, which is a refund of $120 BACK TO MY MASTERCARD as a refund NOT a store credit!! I expect no more and I will accept nothing less.

Business Response: Bluefly has confirmed that on order ***********, the customer was charged $90. The method of payment was store credit which was already on the customer's account. The original amount of this order was $120 and further reduced/discounted to price match original order ***********'s price at checkout. The customer requested a RMA on 11/**/2014 in the form of store credit which has since been used on order **********. Customer received $120 store credit due to a technical error which should have amounted to only $90 store credit.

On 1/*/15, the customer was refunded $96 stemming back from original order *********** where the customer paid with a credit card but requested a store credit. 

Please find the attached documents to confirm refund to customer ( store credit to card refund ) and also pricing on the original order using the credit card and refunded in store credit.  






3/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order for a pair of jeans on 1/*/15. The incorrect size was sent. I contacted BlueFly and was told they would ship out the correct size overnight and provide me with a credit for the cost of returning the incorrect item to them. I contacted them to let them know I had not received the item as of yet. I was told the item was not shipped and would not be even though I provided them with the tracking number as requested by them. They also told me they could only refund me $6.95 for the shipping because that is what they would pay. The return cost was $11.90. I was very upset but was told this was their policy. It is not my fault they sent me the incorrect size in the first place. I am still waiting for my refund for the jeans and for the shipping cost. I live in a very small town and have to do a lot of my shopping on the internet. This has been the worst experience. I am told different things by each customer service representative. No one from the company even bothered to call me to notify me I would not be receiving the correct size.

Desired Settlement: Refund for jeans and shipping ASAP.

Business Response: Bluefly apologizes for the inconvenience of receiving the wrong item. Bluefly will refund the full amount of the customer's return shipping. Please note, Bluefly had requested return tracking for the new order and are still waiting on this to refund the second item received incorrectly. We will also reach out to the customer directly to assist further.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 I only received credit for $58.00 for the jeans and $4.95 for the shipping.  I was not credited the full amount of the refund and the return shipping.  I am very upset that Blue Fly is not resolving this matter correctly.  Once again, I am told something different.  No one has contacted me from Blue Fly as of yet.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *********




 

Business Response: We have confirmed that the customer was refunded for the full amount of the item at the original time of purchase. $58.00 had been refunded to the customer on February ***, 2015. The original amount had been $59.00 and this additional $1 amount was taken into account when refunding shipping charges. Please note, refunds may appear in separate transactions on accounts. We would advise the customer to contact their card issuer for more information regarding this amount to their card records. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I am still confused.  Am I receiving credit for the full cost of the jeans, the shipping and the return shipping charges?  Please, resolve this matter as soon as possible.
?

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *********




 

3/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a pair of sunglasses during the black friday sale beginning of december. The company sent me the wrong sunglasses, so they exchanged them. They wrong sunglasses were sent again, at which point I asked for a refund. I returned the sunglasses and was told I would be receiving the money credited to my card on January ** 2015. I have been given the runaround ever since, and nobody will give me a clear answer of when I will receive my refund. At one point they told me then I would be getting a store credit (which was never the agreement). The item has been out of my possession since the beginning of January, but yet, I have not received my funds. I need help getting my return, as BlueFly has been completely inadequate of handing my request, which essentially feels as if they have stolen my money.

Desired Settlement: I would like my money refunded to my credit card, and form of original payment IMMEDIATELY. I will never be using their service again, so do not want any coupon, or store credit. An apology would also be requested, for wasting my time and accumulating interest on my credit card (which I would be happy to receive funds for as well).

Business Response: Bluefly apologizes for the delay and has since refunded the customer in full as of February ****, 2015. 

3/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed two separate orders online on 2-*-2015 and neither item fit the description on their website. As I was encountering Technical difficulty I contacted them as an online chat and perhaps I failed to communicate my dis-satisfaction because this is a company that charges you shipping charges to send and shipping charges to return, if the company miscommunicates both their sizes online and the fabrication and colour, they least they can do is waive the shipping charges for both rather than just one. They are not very forthcoming in responding to communications except to inundate my mail box with e-mails with as many as 2-3 promotions within a 10 minute time span. My communications get ignored and when they do respond they are not very helpful or proactive with results. I knew nothing about this company prior to placing an order on February ***, however, now that I am researching reviews, apparently this company has a very poor rating and an even worse reputation. Order Number *********** Order Number *********** RMA *********

Desired Settlement: I would like my immediate refunds to my card for any and all shipping charges included in my payments, and to stop sending me e-mail promotions.

Business Response: Bluefly apologizes for the inconvenience and will be issuing the customer a full refund on both orders including shipping as a courtesy. 

2/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I returned an item to Bluefly - using the return label that was included with the original order. I called to receive an RMA number in order to return the item. The item was received on 1/*/15. To date I have not received a credit for the item. I paid $410. I have spoken to an estimated 20 people on the telephone in an attempt to receive credit. I have received different explanations each time I have called.

Desired Settlement: I would like a full refund immediately

Business Response: Bluefly apologizes for the delay and will be refunding this order. Once confirmed via email, please allow 3-10 business days depending on your card issuer to see this amount posted to your card records.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
This is unacceptable.  I have been told on various occasions that i was to have received a credit.  This credit should be applied immediately - not within 3- 10 business days,
as this is what I was told before - and nothing has happened.  I have been told repeatedly that this matter would be resolved by various people at the customer service level.

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ************




 

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******** regarding Bluefly, Inc has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)


Sincerely,

**** ************

2/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an item on Bluefly.com on January *, 2015. The item was shipped, according to ***** on January **, 2015. I received the item on January **, 2015. Due to the large of size, I requested a refund on Bluefly.com. Bluefly.com has a 21-day return policy, started on the date of purchase. I shipped the item back to Bluefly using United States Postal Services on January **, 2015 with my own cost of shipment, the item was delivered on Monday, January **, 2015, in which the date was still in the 21-day time frame. I understand that Bluefly requires 10 days to processed refund. However, it has been 2 weeks since the item was delivered back to Bluefly, I have not received any refund from Bluefly. I contacted the customer service, with a response that it takes 10 days to process. I do not wish to further contact Bluefly in this case since I did not get any refund back until this day. Sincerely, ********* ****

Desired Settlement: A refund in the total of $176.25 should be made immediately. Bluefly should not reduct any of the cost since I shipped the item back to Bluefly with my own cost.

Business Response: Bluefly provides all customers w a pre-paid return label. As their own method was used to return their item, we would ask that the customer please provide their return tracking information so we can confirm receipt. Please note, when using your own method, delays may incur. Bluefly is happy to refund the customer once this information is provided. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I do not think by paying for the cost of shipment out of my own pocket would cause the delay. Also, I was not informed that tracking information must be provided in order to avoid the delay. If complaint was not filed with BBB, it would be possible that the refund will never be made. I believe that it is Bluefly's responsibility to check if customers use their shipping label. Otherwise, how would Bluefly know the total refund amount. Therefore, I reject the response from Bluefly because it is unreasonable and as a customer, Bluefly blamed the customer for the delay, in which I, the customer, was not informed that additional tracking information should be provided in order to get the refund. I will escalate this case with my state's Attorney General, and I will provide the tracking number when submitting the complaint with the Attorney General. Thank you.

 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

********* *****




 

Business Response: Bluefly apologizes for the delay and will be refunding the customer in full. Bluefly is always happy to offer a return label to avoid delays for returns. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

********* *****



 

1/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged 5 times for one order from bluefly. When I called I was told the charges should go away within 24 hours. When I told them this was unacceptable because it basically whipped out my bank account and I needs to buy gifts I was told they were escalating the issue and would get back to me before 9pm. They never once mentioned that they close at 9pm and I was never called back. Their customer service rep treated me poorly, lied to my face, and forced me to accept their lazy response which has caused me huge problems with my holiday shopping. I was treated so poorly and my issue if multiple charges is still not resolved.

Desired Settlement: I would like the employee disciplined, the company policy changed, a refund of all of the money that was overcharged, the product I ordered free of charge or heavily discounted for the disrespect I was shown and the problems they caused my Christmas shopping and lack of sympathy. I would also like a 24 hour resolution line for when the company inevitably over charges another customer. Most of all I want a written apology from the customer service rep who I spoke with and the ******** ******* for at least the northeast area. This may seem excessive but all I really want is to be treated like a human and seeing as that was too much I would like the above.

Business Response: Bluefly apologizes for the inconvenience caused. All authorizations had been reversed on Tuesday, December ****. Please note, depending on the card issuer, funds may take 3-10 business days to appear back on the account details. The reps involved will be addressed regarding this matter as well.

1/7/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 11/**/14, I placed an order number: *********** with a promised delivery date within 5-9 business days. However, to date I have not received one of the items included in the order: Bvlgari White Eau de Cologne Spray 2.5 oz, sku #******, for which I have been fully charged. I have contacted the Company on 3 separate occasions - I sent 2 emails on 12/**/14 and 12/**/14 to ******************, to which I have received no response, and on 12/**/14 I called the Company and spoke to ********, who could not provide any information as to why the item has not been shipped and who advised that she would contact me within 24 h, however she did not. This is unacceptable and appalling. I am demanding an immediate delivery of the ordered item or full refund of the moneys I was charged for the undelivered order.

Desired Settlement:  I wish the item which I had ordered and paid for to be delivered to me immediately or the moneys paid for the item and the delivery to be fully refunded.

Business Response: Bluefly apologizes for this error and will refund the item that was never received.

1/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered an item from Bluefly.com, but it took very long for the item to ship, as I had to go on a trip to another city, I called to cancel the order, the representative helped me to cancel the order, but in the afternoon the item was shipped, after I came back from the trip I wanted to return the item but a representative said it has already passed return policy date.

Desired Settlement: To return the item

Business Response: Bluefly is looking into this request and will reach out directly to the customer to arrange an accommodation. 

1/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went to purchase a cole haan jacket from the bluefly.com website that was listed on the website at $111. Once adding to my cart the price was increased to $139. I emailed bluefly.com customer service stating the issue and was told I would receive a response in 24 hours. After, 4 days I didn't receive a response and called the customer service line. I was informed that the jacket was never on sale and I was not able to speak to a ********** because the CSR wouldn't transfer me. They also told me they did not receive my previous email even though I received a confirmation number from them.

Desired Settlement: I want to purchase the jacket from them for $111 and an apology from the customer service department.

Business Response: Bluefly featured this item during a one day sale on 11/**/14 for its lowest price of $129.00. Bluefly will reach out to this customer directly to address their concerns.

11/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned an item worth approximately $452.15. Per the tracking information, Bluefly received the item on August **, 2014. BlueFly refuses to issue a refund. I filed a dispute with my credit card - which has since been revved my account. However, BlueFly refuses to refund my money. Essentially, they are in possession of my returned goods, as well as my money. This amounts to theft.

Desired Settlement: I would like a full refund issued to my credit card. For the time and inconvenience this has caused me (I have made numerous calls and sent numerous emails), I would like the refund to include my shipping costs, as well.

Business Response: Bluefly apologizes for the inconvenience and refunded the customer on October ****, 2014. Please note, all refunds sent back to Bluefly must include a RMA number as stated on our website and returns information. Customers can create this on their own or with customer service who is always happy to assist. 

10/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I HAD MADE A MULTIPLE PURCHASE ON 9/**/14. THE ORDER COULD NOT BE COMPLETED BECAUSE THEIR WAS ERROR IN ADVERTISEMENT. THE NU LOOM RUG WAS NOT IN THE STOCK FOR THE THIRD TIME. I HAD DISCUSSED THIS THE SITUATION WITH A ******* AND WAS GIVEN THE REASSURANCE THAT THE OREDER WOULD BE COMPLETED. I RECEIVED THE OTHER TWO ITEMS ON THE ORDER. I FINALLY HAD THE OPPORTUNITY TO WEAR THE JOHN VARVATOS STAR USA BELT AND IT WAS TOO SMALL. I IMMEDIATEDLY PHONED CUSTOMER SERVICE AND REQUESTED TO SPEAK WITH A ******* THAT I HAD PAST INTERACTIONS WITH PREVIOUSLY. SHE WAS NOT AVAILABLE AND MY NUMBER WAS TAKEN AND PROMISED A RETURN CALL IN TWO HOURS. I WAITED FOUR HOURS AND CALLED BACK AND REQUESTED A ******** THE ****** TOLD ME THAT THE RETURN POLICY WAS 21 DAYS AND THERE WAS NOTHING HE WOULD DO ABOUT THE RETURN. I PROMPTLY EXPLAINED THAT I HAD SOME PAST ISSSUES WITH BLUFLY RECENTLY AND I WAS SO UNDERSTANDING WHEN I WAS GIVEN EVERY EXCUSE POSSIBLE CONCERNING THE ERROR IN THE ORDER. "IT WAS A TECHNICAL PROBLEM, THE VENDOR HAS NOT UPDATED THE WEBSITE, ND CORPRATE NEED TO MAKE TO CONTACT THE VENDOR ABOUT THE PRODUCT." MY FUNDS WERE HELD UP SEVERAL TIMES AND I HAD SPENT ESTIMATLEY HUNDRED EIGHJTY MINUTES ON THE PHONE TALKING WITH MULTIPLE MANAGERS AND CSR'S. I JUST WANT A BIGGER SIZE BELT AND THE BELT RUN SMALL THJAN A NORMAL 34' BELT.

Desired Settlement: I WOULD TO EXCHANGE MY BELT FOR A 36" BELT AND A FREE SHIPPING LABEL SENT TO ME IMMEDIATEDLY.

Business Response: Bluefly apologizes for the inconvenience and will be accepting the item for a full refund. We will reach out to the customer to provide further assistance.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** *******



 

10/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased a Prada bag with order number #***********. However, when i received this bag i suspect the authenticity for three reasons. 1. I couldn't find the color from any other prada authorized dealers or on line shopping website. 2. the authenticity card has neither a series number or time stamp 3. There are two defects which shouldn't appear on an expensive luxury bag( I have sent them the pictures) 4. I am not sure, but my other prada bag has a black label inside the bag with two digits number on it. I have filed the service requirement on Aug.****, 2014, but i haven't heard from anybody since then. I called the customer service twice, each time, they just said it would take 3-5 days, but now it's way out of the time frame.

Desired Settlement: If they can answer my questions and prove the bag is authentic, i would accept the bag, however, i request additional discount to compensate the defects. If it turns out the bag is fake, i would ask for full refund.

Business Response: Bluefly stands behind the authenticity of all our products offered. We will have customer service reach out to this customer to resolve the issue and concerns of the customer regarding this matter.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I haven't heard back from anybody about the defects compensation since I made my request two weeks ago. As far as the authenticity goes, i will go to the department store for verification.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *****




 

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******** regarding Bluefly, Inc has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)


Sincerely,

***** *****

7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On July **** I ordered 2 suits from Blue Fly, order number ***********! On July ****, I received a package from Blue Fly : Product number ************ was shipped without a pair of pants!!! This is unacceptable !!! And product number ************ was shipped with stains on the jacket, and a used item !!! Again this is unacceptable!!! On July **** at 7pm mountain time, I emailed and called Blue Fly. The email had Order number *********** (Ticket# *****************), which was my complaint about the shipping content and requesting a return label. On the phone I spoke with ****, which informed me that a supervisor will call me in the morning and she will email me a return label. On July ****, I have not received an email containing a return label, and I called Blue Fly at ###-###-#### at 10:30 am MT, to speak with a supervisor ! I was talked by ******* that a supervisor is not available, that she is aware of the notes on the account about the products, and that she couldn't send me a return label, because its an escalated case which will need to be addressed by a superior. And that I will be contacted by a supervisor within an hour. By 2:30 pm MT, I still have not talked to a supervisor nor did I receive an email with a return label. I called again, and spoke with another lady which I do not remember her name, but she told me a supervisor will call me in a few minutes. I feel the company is giving me the run around about the return. This is unacceptable and rude to myself the customer. I was not contacted to be given a choice if I wanted part of the suit i.e just the jacket, and was placed indirectly by the company under a liability for the missing pants. And I was shipped a used and damaged 2nd suit. Again, this is poor and reckless business conduct by Blue Fly shipping department and unscrupulous behavior by its supervisors.

Desired Settlement: I want a free return shipping label to be emailed to me ASAP!!! And a full refund in the amount of $500.30 !!! ASAP

Business Response: Bluefly apologizes for the inconvenience caused. Bluefly will contact the customer directly to rectify the situation and refund accordingly. 

6/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bluefly has yet to refund my money for items returned. They have received the items, confirmed receipt, and even though my refund is in "process" I still have not recieved it. Bluefly received my return over 6 weeks ago and yet, no refund.

Desired Settlement: I want my the refund credited to the debit card I used when making purchase.

Business Response: Bluefly apologizes for the delay, and has refunded the customer. Please note, card refunds may take 3-10 business days to appear on card records. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  I FINALLY received my refund today.  Thank you for your assistance!

Sincerely,

****** ******



 

6/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I order a $1522.95 Large Chloe Indian Summer Leather purse on May **, 2014. Order number ***********. When the package arrived May **, 2014, it contained the wrong purse. They sent a small Chloe which measured 9x7. I contacted the company via telephone on May ** and spoke with ******* ***** * who advised they would be sending me a label to return the purse upon supervisor review. I forward him photgraphs of the purse along side a measruing tape to prove it was the wrong side. Reference Number *****************. There is no link to obtain a return label associated with my account. I emailed the company again on May **, 2014 regarding the status of the return label and was told it is under managerial review. Reference Number *****************. I contacted them again June * with the same response. I do believe this company is trying to allow the 21 day return policy timeframe to expire and not give me a full refund. This is also false advertising. They show one size purse on the website and charge you full price for a large and send a small.

Desired Settlement: I want the return label sent immediately so I can return this item and receive a full refund.

Business Response: Bluefly apologizes for the inconvenience caused and has addressed the appropriate department regarding the sizing error. Bluefly will be refunding the customer today.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,
*********** *****



 

6/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a pair of designer shoes on Bluefly's website. The purchase price was $588.60 including shipping. The item was too small and I returned it and purchased a half a size bigger item, for which I paid separately (another $500+ amount), per the business' policy. I used the return label issued by the business to return the item which was too small. I returned the time within the return timeframe per the published return policy. My item was received by Bluefly on May ***, 2014 and as of today, June *, 2014 I still have not been issued a refund. The business states in its return policy that refunds are issued within 10 business days of receipt of the item in their facility. I have contacted the business three times regarding my refund. Every time customer service reps state that I will be issued a refund soon (just today they told me that I will be issued a refund by the end of the week). There is no record of my return transaction on their website; however, there is a record of other items that I have returned, just not this one. I have repeatedly asked what is the reason for the delay in my refund, but the customer service reps have not been able to give me an answer.

Desired Settlement: I expect a full rerfund. I will never make a purchase from this retailer again.

Business Response: Bluefly apologizes for the delay in processing this customer's refund. Bluefly has now refunded the customer in full. Please note, card refunds can take anywhere from 3-10 business days to reflect on card records.

6/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have multiple issues with Bluefly. On two separate occassions within a two week time period, I placed orders with Bluefly and in each case I received different merchandise then I ordered. To have two separate orders messed up in a two week period is entirely unacceptable. Furthermore in each case the items I actually ordered were no longer available once I received the incorrect merchandise. However of greater concern has been the inability of Bluefly to provide me with the refunds I'm entitled to in both case. Per there policy they allow up to 10 business days to refund a customer. In both cases, I've shipped back the incorrect products I received and it has been more than 10 business days and I have yet to receive either refund. So basically I've placed orders, received incorrect items, the items I wanted are no longer available, shipped product back to Bluefly, waited more than 10 business days and still no refund in either case. Bluefly has the shoes I ordered and has over $830 of my funds which have yet to be returned to me. I believe Bluefly has a return policy which systematically rips off consumers and unnecessarily delays returning funds to consumers in order to hold those funds on their books.

Desired Settlement: I expect full refund immediately and without further delay. I also expect additional funds as payment for having to deal with this mess.

Business Response: Bluefly apologizes for the warehouse issues and will be looking into this further with the appropriate department. As stated in our policy, Bluefly requires 10 business days to refund customers once items have been received. Bluefly has now issued full credit to the customer within this policy. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have not yet received credit applied to my credit cards for my two returns, despite their representations. This includes a return which they received on 04/**/14, meaning it has already been 12 business days and I've yet to receive this return. Tomorrow will be the 10th business day for my other pair of shoes that I have also not yet received a return credit to my card for. Thus this issue has not been resolved despite the representations of Bluefly, I'm still waiting for funds to be applied and credited back to the orginal credit card which they were purchased on. This issue has not yet been resolved.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *****




 

Business Response: Bluefly has refunded this customer for both orders on May ****, 2014. Please note, credit refunds can take 3-10 business days to appear on card records. Bluefly apologizes for any inconvenience during this process.

5/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In the past month I've placed three separate online orders from Bluefly where I've received different merchadise then I ordered. I find this totally unacceptable and appalling. By the time I received the incorrect merchadise in each case, the actaul item I ordered was no longer available. Additionally two of the items have not been returned per Bluefly's stated return policy of refunding the consumer within 10 business days of receipt of the return merchandise. This is a clear breach of warranty by Bluefly.

Desired Settlement: At minimum a $500 cash payment in addition to refunds in each case as an acknowledgement that three incorrect orders in a months time is totally unacceptable. Furthermore as mentioned above two of the items have not been returned per Bluefly's stated return policy of refunding consumers within 10 business days of receipt of the return merchadise.

Business Response: Bluefly apologizes for the inconvenience caused by inventory error and has contacted the appropriate department to advise further regarding this issue. Bluefly has expedited the returns process to refund the customer accordingly in full.

5/23/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: BlueFly conducts business in bad faith. On may ** I found watches (INVICTA-1012) at bluefly.com for $21.99 price. I registered on the Bluefly and paid for a couple of these watches. I received email of confirmation and I just had to wait for delivery. But on May ** (8 days later) I received email that my order was cancelled allegedly due to lack of stock. But I periodically went to the watches page after my order and it was available to buy but at a higher price ($65-$72). It looks like BlueFly sold out their stock at higher prices and found a reason to cancel my order at a much lower price. I believe that BlueFly was dishonest and I want them to fullfill my order at least.

Desired Settlement: I believe that BlueFly was dishonest and I want them to fullfill my order at least. I want my watches to be shipped to me.

Business Response: Bluefly apologizes for the discrepancy, and can ensure that the cancellation was not due to pricing. Bluefly will be contacting the customer directly to resolve this issue.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

["Business" have not shipped my order yet]

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *********




 

Business Response: Bluefly is unable to fulfill this request as the merchandise is unavailable send. The customer had been notified of this and the order was cancelled. This had been a result of a stock discrepancy which is not a common occurrence, but possible.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** *********



 

5/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a online buyer.I placed an order *********** from BLUEFLY on 03/**/2014, tracking number is Fedex:********************. I found this package was delivered on 3/**/2014 ,but actually I haven't received this package. My shipping address is as below: *** *** **** ** ****** **** ********** ********** ** ***** United States ********** I have sent a lot of emails to BLUEFLY , but with no any affirmative feedback from them by now

Desired Settlement: Send the merchandise to me asap in good condition or a full refund of the order already paid

Business Response: Bluefly is researching this order now.  Carrier tracking site shows package is delivered.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I haven't received this package until now, the Bluefly should provide the  "deliver signature" to prove who get the package?

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*** ***




 

Consumer Response: I'm pretty sure I haven't received the package,please request BLUEFLY to provide the signature who get the package.

Business Response: Bluefly has looked into this matter further, and will be in contact with you shortly regarding the status of your order.

5/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Balenciaga City bag in 2006 with bluefly and just found out as I was trying to sell it through the purse forum that it is a fake. I stood by my bag as I thought bluefly was a reputable retailer all these years, but I went ahead and got it authenticated anyway through ****************** a site that is recognized by **** and ******. They told me that it is indeed a fake. I contacted bluefly and they completely disregarded my complaint. They said It was past my return policy and they stand by their items 100%. I have written confirmation by experts that it is not authentic and I am requesting my money back. I have already filed a complaint with ******* as well indicating this company sells fake merchandise. I spent over $1000 on this bag, and it is not my fault that I found out the bag is fake so late. I never thought to question this company as they stand by their product.

Desired Settlement: I want a full refund as this company is fraudulent and misrepresented themselves. I have written proof to show for it.

Business Response: Bluefly stands behind the authenticity of the products sold on our site and has contacted the customer to further investigate these claims and has requested a copy of the document from *************** 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 I still have not heard back from bluefly. I have submitted the proper evidence. I believe they are trying to find a way to dismiss my complaint. They keep claiming to stand by their product, and yet that does nothing for me as I have proof that their product is fake!

 I have attached the photos to this response 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*** ***




 

Business Response: Bluefly continues to stand by the authenticity of the product sold on our site.  Bluefly was founded in 1998 and is proud to sell both designer and contemporary brands at deep discounts to our millions of customers.  After much time spent reviewing the details of this claim unfortunately, it's been decided that we will not be accepting this return or issuing a full credit for this purchase from 2006 as it is our belief that only authentic product is sold on Bluefly.com. However, we are happy to offer a store credit to the customer and hope she finds this a satisfactory solution.  

3/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a pair of brown-colored St. Laurent knee-high leather boots through Bluefly.com in January 2014 for a price greater than $1,000. I received the boots late January. The boots did not fit (too small), so I returned them to Bluefly. I obtained a Return Authorization # and included it with the return. I used the UPS return label sent to me by a Bluefly representative and I dropped the package off at my local UPS. I received a printed receipt from UPS verifying that the package had been dropped off. I monitored the return online and received notification that the package had been received by Bluefly on February **, 2014 (signed by *********). I also checked the Bluefly website and saw that my boots had been put back in stock within a few days after they had been received by Bluefly. I waited over a week for Bluefly to process my refund, but nothing was processed. I sent numerous emails, initially without any response from Bluefly. Finally, after several emails, I received a response from a Bluefly representative CONFIRMING that my boots had been received on February **, 2014 and that my refund would be processed right away. But no credit was processed. I then called Bluefly and spoke with a manager named ***** (extension *****). He promised me that he would send a note to the returns/credit department and that my refund would be processed by Monday, March **, 2014 and that I would receive a confirmation email. It is now March **, 2014, and my refund has not been processed. I have received no notification from Bluefly, even though I was verbally promised that I would receive a credit and confirmation. What makes this situation so bad is that the returned boots have been back in their stock for the past several weeks, yet Bluefly still has my funds. The refund amount is over $1,000. This is a large amount of money. Order #: *********** Ticket Code: ***************** Return Authorization #: ******************* UPS Tracking #: ******************

Desired Settlement: All that I ask is for Bluefly.com to process my refund right away.

Business Response: Dear *******:

We certainly apologize about the inconvenience that prompted this correspondence.  Unfortunately, we were in the midst of a warehouse move that impacted your shopping experience.  Our records indicate that your refund credit was applied on 03/**/14 and ask that you allow additional time for processing by your financial institution.  As a token of our appreciation and apology a $25 credit has been applied to your Bluefly account.  We hope that this in some way restores your faith in us and thank you again for the additional opportunity to make things right
 
Should you require additional assistance, email us at ****************** or call toll free at ************* (###-###-####). From outside the United States, please dial ###-###-####. FlyReps are available to serve you Monday through Friday from 8:00 a.m. to 9:00 p.m., Saturday from 10:00 a.m. to 6:00 p.m. and Sunday from 12:00 p.m. to 6:00 p.m. EST.

Thank you for shopping at Bluefly and truly apologize for the inconvenience.

Sincerely,
Bluefly Customer Service

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely, 

******* ***********


 


 

3/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an online order at 2:35PM on Sunday, February *, 2014. I received an email on Monday, February **, 2014 saying that my order shipped and received a fedex number ********************. I tracked the fedex number and received a notice that there was no record of it. I called Bluefly customer service on Wednesday, February **, 2014 to confirm that the fedex number was correct and was told that it was and that I should call back the following day. I called back on Friday, February **** at 3:32PM and was told that fedex missed the scan of my package and that the representative would send fedex an email to scan the package again. I called again on Friday, February **** at 3:47PM to see if I could cancel my order and was told that I could not. I was also told that Bluefly's shipping department had to re-scan my package. I am very disappointed with Bluefly and their shipping practices and I certainly hope this is not normal, because if it is, it's a travesty and I will not refer them to anyone.

Desired Settlement: I would like Bluefly to cancel my order and provide a refund because this is very frustrating and I want to have nothing to do with them. Their customer service is horrible. Absolutely horrible.

Business Response: Thank you for the email.   

 
We are truly sorry to hear about the circumstances that prompted your message.  After reviewing your account we do show that you have been in contact with our Customer Service team and they were awaiting a reply.  We would like to have a direct followup with you to confirm receipt of your package.  Someone will reach out to you shortly via the contact information your profile.  
 
Thank you again for the added opportunity to make things right.
 
Best regards,
Bluefly Customer Service Team

2/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am owed two separate refund credits that have still not been credited to my account; after numerous calls and email communications. All items were purchased on www.bluefly.com All returned items were received on their end on Dec **, 2013. Today is now Jan **, 2014. I am told a different delay story every time I call. Emails are basically unsuccessful for any resolution either. After multiple requests to escalate to mgmt, still no response. TWO order/return details are as follows- 1) Order *********** UPS Delivered to you 12/** 1 item return est $135 to card ending -**** Return was approved by Lacy on 11/30 via phone Special RMA# ******************* Approved return of damaged item UPS tracking # ****************** *) Order *********** UPS Delivered to you 12/** 5 items return to card ending -**** RMA# ********* (RMA slip showed 4 items but was advised via phone when processed an exchange that it covered all FIVE items) UPS tracking # ******************

Desired Settlement: Full prompt refund of all items that were returned nearly two months ago. (6 items total for an est refund $348 + tax)

Business Response:

Thank you for your correspondence and please accept our apology regarding this inconvenience.   We do show that the issue was resolved with our team on January, **** 2014 and an additional credit of $14.87.  We thank you again for the added opportunity to make things right.

Best regards,

******* ******** ******* ****




Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 

 

This was not completely resolved. I never received the final adjustment/owed credit of $14.87 that BlueFly claimed they would do. 

 

 

 

******* ******* ***** ******** *********************



 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *******




 

Business Response: Thank you again for your reply.  We do show your inquiry as resolved. 


Should you require additional assistance, email us at ****************** or call toll free at ************* (###-###-####). From outside the United States, please dial ###-###-####. ******* are available to serve you Monday through Friday from 8:00 a.m. to 9:00 p.m., Saturday from 10:00 a.m. to 6:00 p.m. and Sunday from 12:00 p.m. to 6:00 p.m. EST.

Thank you for shopping at Bluefly. We look forward to serving you again in the future!

Sincerely,
******* ******** *******

2/28/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a designer bag from Bluefly.com. Based on the picture they displayed on their website I was ordering a nice everyday hobo bag but when it arrived the bag was HUGE. It looked like a piece of luggage nothing like the picture they displayed on the website. After my initial shock I called them immediately to ask about a return only to find that it was a final sale. I was not aware because the final sale notice is placed strategically at the bottom of the page out of view. After calling them repeatedly to express that this was not the item I ordered and it looked nothing like the website (not to mention the supervisor I spoke to even agreed with me) they said the return request would have to be expedited to corporate for approval and it would take between 24 to 48 hours. I call back after 48 hours and was told it could take 10 business days. This was not acceptable to me so I continued to call everyday until I got an answer. Finally after calling a least 15 times and posting on their Facebook page they said they would grant me a one time return exception so I was able to return the bag. I mailed the bag to them over a week ago and still have not received my refund. I have read the reviews on their Facebook page and on-line and it appears this has happened to many consumers. Some consumers even state they have not received their refunds after two months which is ridiculous. They are selling defective items and not returning consumers money to them. They also delete the negative comments on their Facebook. PLEASE investigate this company, their practices are extremely shady. Their are MANY reviews online that can corroborate my story.

Desired Settlement: I would like to receive my refund in the time they stated (10 days) not two or three months like other consumers have reported. Please investigate their practices.

Business Response: Dear ********:

 
We certainly apologize about the inconvenience about the delayed refund.  Unfortunately, we were in the midst of a warehouse move that impacted your shopping experience.  Our records indicate that your refund credit was applied on 02/**/14.  
 
As a token, a $25.00 apology credit will be applied in hopes that this in some way restores your faith in us.
 
Best regards,
******* ******** ******* ****
 
 

2/28/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased clothing online from this company. The clothing were outsized and returned them on the **December, 2013 with the expectation of refund. Even though return was acknowledged, company has refused to reimburse me of an amount $317. I call endlessly with no result.

Desired Settlement: Refund

Business Response:

We certainly apologize about the inconvenience that prompted this correspondence.  Unfortunately, we were in the midst of a warehouse move that unfortunately, impacted your shopping experience.  Our records indicate that your refund credit was applied on 02/**/14 and ask that you allow additional time for processing by your financial institution.  

Should you require additional assistance, email us at *** or call toll free at ****(###-###-####). From outside the United States, please dial ###-###-####. FlyReps are available to serve you Monday through Friday from 8:00 a.m. to 9:00 p.m., Saturday from 10:00 a.m. to 6:00 p.m. and Sunday from 12:00 p.m. to 6:00 p.m. EST.

Sincerely,

********

 

2/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: BlueFly claims after the returned item has been received by their warehouse, credit will be processed within 10 business days. It's been 23 business days now since Bluefly received my items and my credit still has not been processed. Please refer to the details below: BlueFly Order # **Returned Items on 12/**/2013 UPS Tracking: **Items Delivered to BlueFly on 1/**/2014 (per UPS tracking system) Contacted Bluefly via email on 1/13/2014 Customer requesting update on returns Blue Fly responded on 1/**/2014 to expedite return of store credit. No customer credit has been received. Contacted Bluefly via phone on 1/**/2014. Customer Service: ***. Rep guaranteed expedited return of store credit and would reflect online on 2/**/2014 Customer checked online on 2****/2014 and no customer credit has been received. Update as of today, 2/**/2014. Customer still has not received store credit. It has been 23 business days from the day Bluefly received the returned item (1/**/2014).

Desired Settlement: I have been shopping at BlueFly for the longest time and I am now very disappointed by their return and store credit policy. I am more likely not to shop there again.

Business Response:

Thank you for your correspondence and please accept our apology regarding this inconvenience.   I show that your return was processed on 02/**/2014, and ask that you allow your financial institutional additional time for processing. 

We truly hope that you once again, accept our apology.

Best regards,

**********

2/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: BlueFly promised to refund my money within 10 days of receiving my returns. UPS says that Blue Fly received the 2 items on Jan ***2014. It is now Feb **. I have called twice, but still no refund to account. I now have to pay a credit card bill for items I don't own/have in my possession. Below are the details of my order: BlueFlyOrder #: ****UPS tracking: ****

Desired Settlement: Immediate refund of the amount of the 2 returned items to my Visa card.

Business Response:

We certainly apologize about the inconvenience that prompted this correspondence.  Unfortunately, we were in the midst of a warehouse move that unintentionally, impacted your shopping experience.  Our records indicate that your refund credit was applied on February **and ***,  and ask that you allow additional time for processing by your financial institution. 

Should you require additional assistance, email us at **** or call toll free at **** (***********). From outside the United States, please dial ###-###-####. FlyReps are available to serve you Monday through Friday from 8:00 a.m. to 9:00 p.m., Saturday from 10:00 a.m. to 6:00 p.m. and Sunday from 12:00 p.m. to 6:00 p.m. EST.

Thank you for shopping at Bluefly. We once again apologize and look forward to serving you again in the future.

Sincerely,
*******************

2/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased 4 items online in November and returned all 4 on December ****. Bluefly confirmed they received the items back on 1/*/14 and a refund was expected consistent with their return policy. To date, I have never received the refund to my credit card. I have contacted them over 12 times and spoke to 3 supervisors who have assured me this would be resolved, but still no refund. The last representative stated its been pending with the credit department who has refused to process the return. I am digusted with not only the way Bluefly has not responded appropriately by handling a common return issue, but the way they have been ambivalent to my complaints and have no even offered an apology, or taken action to correct an error they know exists.

Desired Settlement: I want my full refund for this purchase refunded to my purchase method asap. Its been over 60 days with no refund and I have had to pay interest on this purchase over that time frame.

Business Response:

We certainly apologize about the inconvenience that prompted this correspondence.  Unfortunately, we were in the midst of a warehouse move that impacted your shopping experience.  Our records indicate that your refund credit was applied on 02/**/14 and ask that you allow additional time for processing by your financial institution. 

Should you require additional assistance, email us at ****************** or call toll free at ************* ****************. From outside the United States, please dial **************. FlyReps are available to serve you Monday through Friday from 8:00 a.m. to 9:00 p.m., Saturday from 10:00 a.m. to 6:00 p.m. and Sunday from 12:00 p.m. to 6:00 p.m. EST.

Thank you for shopping at Bluefly and truly apologize once again.

Sincerely,
******* ******** *******

2/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a swimsuit and a cover-up from BlueFly on 12/**/13. I used the mobile website and if there was a "final sale" indicator on the website, which would prevent a return, I did not see it. It as definitely not indicated on any of the receipt or delivery information for the purchase. I received the items. They did not fit so I requested to return them. Bluefly processed the return and sent me UPS shipping labels. I sent them back on January 6, 2014. I did not receive any information about the return for so long so I contacted Bluefly on January **, 2014. Bluefly responded on 02/**/14 that the items were final sale and so I could not return them: "However, if you sent them back they will more than likely be sent back to you". I asked them to show me where in my sales transaction information it says "final sale," pointed out that that they did process the return, and stated that the could not keep the items if they were not going to issue a refund. I also asked when I could expect the items back since it had been so long. On 02/**/14 Bluefly responded that the "final sale" was on the website at the time I purchased the items and "Sometimes it can take a couple weeks to receive the package back.". If the part about "final sale" was true, it was not sufficiently visible on the mobile site to be noticed. It should be on the receipt or the confirmation of my order. That way I would have known at least when I got the items that I could not return them. As to the latter, it has been a lot longer then "a few weeks" and the items have not been returned. Bluefly has not provided the information I have requested about when I can expect to see the items returned if they refuse to issue refund.

Desired Settlement: Refund.

Business Response: Dear ******:

Thank you for the correspondence and please accept our apology regarding this experience.   Your return was accepted on January **by the merchant, however, there were issues in processing the return because of the final sale status.   Since your refund was only applied today , we ask that additional time for processing by your financial institution.  A $25 apology credit has also been applied in hopes that this will in someway restore your faith in us.

************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

I do so appreciate the efforts of the NY BBB in attempting to resolve this complaint but I'm afraid this does not resolve it entirely.  I did receive an e-mail on 02/**/14 from Bluefly advising that I would receive a refund for $88.40 for item ***Yuka Beach EMBROIDERED COVER UP.  But this refund does not address the full order which contained a second item for which a return was also processed: Beauty and the Beach Sadie Crochet Swimsuit - Red- size  L,  Red- style #***- sku #**** for which I was charged $62.00 plus sales tax.  The item still has not been returned to me after Bluefly processed the return and I sent it back to Bluefly over 6 weeks ago.  I maintain my request for either a full refund or return of the item.  Thank you.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

********




 

Business Response: Thank you for your reply.  

 
We have researched credited the missing item as of today's day 02/**/14 and your claim should be fully resolved.  Please once again accept our apologies and let us know if there are any additional issues.  
 
Best regards,
****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *****, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****



 

2/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In early December, I placed an order on Bluefly.com. It was a large order and when I received the packages, they were missing 6 of the items that I ordered, totally 408.50. I photographed the packing slips and the packing slips also did not list the items. I emailed and called Bluefly and they were at first responsive saying that they would take care of the situation and that they could send the missing items to me. That response came on 1/**/14. I waited a while and never received anything. In the meantime, I returned some of the items that were in the order (6 items totally 358.88). I have tried emailing and calling again and I'm having a very frustrated experience. Now they are offering to credit me for the returned items, which they should be doing anyway. The items were returned three weeks ago. They are still refusing to credit my account for the items that were never sent or to even just send me those items. I have spent hours over email and on the phone trying to get this situation rectified. I have sent emails with all of the item numbers and with photographs of the packing slips, and I don't seem to get anywhere. I am currently owed 767.38 and customer service has not been helpful. I asked to speak to a supervisor and was told that there was only one and she was very busy and if they just processed the return would I still need to speak with her. It's been very frustrating. Even if they do finally process the return, I wasn't sent 6 items and I was charged for them.

Desired Settlement: I would like a refund to my credit card for the items I returned ($358.88) as well as the items I did not receive ($408.50) for a total of $767.38.

Business Response:

Thank you for your correspondence and please accept our apology regarding this inconvenience.   I show that your return was finalized on 02/**/14, and should have been credited to date by your financial institutional.  We certainly thank you for the added opportunity to make things right and hope that the experience did not affect your relationship with us.


Best regards,

***********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *********, and find that this resolution is satisfactory to me and the matter has been resolved. I am very grateful to the BBB for helping me with this. I wasn't getting any response on my own. Thank you very much. 

Sincerely,

*********



 

2/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bluefly, Inc. (the company) is holding my return for an excessive period of time whereby it has not yet been processed. My order of two dresses totaling $152.60 from the company was shipped on 11/**/2013. Upon receipt, I immediately inspected the order and found that the two dresses contained within were unsatisfactory. I returned the order and it was received by the company at the specified return address on 12/*/2013. No correspondence regarding my return was received until I contacted the company in late December requesting a status update. On 12/**/2013, I received an email from the company's customer service department stating that they generally require 10 business days to process returns (by my own calculation, excluding the day of delivery, 10 business days would have been 12/**/2013); however, the company also stated that they are also in the process of changing warehouses which would result in increased delays to processing of my return. I submitted a follow-up email to the company on 1/*/13 again requesting an update on the processing of my return. I have received no further correspondence from the company to date. My returned merchandise is being held well over a month after the goods were received at the company. As of noon today, January **, 2014, my return has still not been processed

Desired Settlement: I want my return processed and refunded to the credit card used to make the purchase without further delay.

Business Response: Dear ******:


Thank you for your correspondence and please accept our apology regarding this inconvenience.   I show that your return was processed on January ****, 2014, we ask that you allow your financial institutional additional time for processing. 

We are currently in the process of changing warehouses along with moving all of the inventory over to provide a better shopping experience for you.  As a token of our appreciation and apology a $25 credit has been applied to your Bluefly account.  We hope that this in some way restores your faith in us and thank you again for the additional opportunity to make things right.

Best regards,
Bluefly Customer Service Team

Business Response: Dear ******

 
Thank you for your reply.  We do show that our credit card refunds as settled by your financial institution as of today's date.  We one again apologize about the inconvenience and the credit in the amount of $25.00 removed from your account as you requested.  
 
Best regards
Bluefly Customer Service Team
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved, as I received confirmation from BlueFly that my return was processed on February ****. 

Sincerely,

****** *****



 

2/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Yesterday, I was browsing bluefly's website. Internet via mobile device advertises an extra 40% off of the bluefly price. I added 4 handbags to my shopping cart. Once added, the 40% off was not reflected in the price. I called and Spoke with a rep and she told me that the advertised price was with the discount. after calculating the price myself, i disputed that with the rep. she placed me on hold and i emailed a picture of what was being advertised. She then told me that the price was a mistake and that the price via a computer doesn't reflect the same advertised price. She did nothing to settle the matter. I even checked again this morning via my mobile phone and the extra 40% off is still being advertised.

Desired Settlement: I would like for them to honor the extra 40% off that is being advertised. I was purchasing 4 handbags,

Business Response:

Dear ****** ***:

Thank you for your email.

Please note that the sale price is already discounted and we cannot offer  an additional 40% off of the item you requested.  The discount is reflected in the sales price offered.   We are certainly sorry that we could not appeal to your request of an additional discount.

Should you require additional assistance, email us at ****************** or call toll free at ************* (###-###-####). Thank you for shopping at Bluefly. 

Sincerely,
Bluefly Customer Service

Business Response: Hi ******:


Please once again refer to our terms and conditions.  

Product Information

Occasionally there may be information on the Website that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, promotions, offers, and availability. Bluefly reserves the right to correct any errors, inaccuracies or omissions and to change or update information or cancel orders if any information on the Website is inaccurate at any time without prior notice (including after you have submitted your order). Bluefly has made every effort to display as accurately as possible the colors of the products that appear on the Website. However, Bluefly cannot guarantee that your computer monitor's display of any color will be accurate.

We certainly do apologize that once again, our response does not satisfy your needs.

Best regards,

Bluefly Customer Support team.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 I no longer want to have this tug of war about this situation. Time has passed. I've purchased handbags from other websites in the mean time. Thank you. 

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
****** ***

2/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an item on Bluefly.com on December 2, 2013. After the item did not fit properly, I sent the item back to Bluefly for a refund on December **, 2013. As of January ***, 2014, I have not received the refund. I used their online concierge three separate times to check on the status of my refund and received three different reasons as to why I haven't been refunded, and all saying I will be receiving a credit to my credit card soon. Yesterday a customer service representative said I'd be receiving an email confirmation that day regarding my refund and have yet to receive it. I emailed Bluefly's customer service on January **, 2014 and received a default response saying someone would contact me in seven business days - unacceptable. This return process is the most ridiculous I have experienced.

Desired Settlement: I want to promptly be refunded for the item I returned, in the amount of $48.30.

Business Response: Thank you for your correspondence.    

 
Our records indicate that your return was processed on January ***, 2014 and ask that you allow time for processing by your financial institution.  We truly apologize once more for the inconvenience and thank you again for the added opportunity to make things right.
 
Best regards,
*************
 
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID **********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

************



 

1/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Chloe Ethel handbag to replace the one I own. This was a final sale, so I measured the one I own and the width measurements matched to one advertised. I felt confident that this was the same bag. When the bag arrived it was 2 1/2 inches shorter, the leather was NOT the same, it contained no authenticity card, and the color was not the same. This was NOT a Chloe bag. I contacted them 3 x by email, three phone calls to customer service...I emailed them a photo of the two bags with a tape showing that their bag was NOT as advertised..I was told that my case was moved to the escalation department, but I have hear nothing since. I need a return label to return the bag. I have notifed my Visa customer service to dispute the charge...now I am waiting. Can you help?

Desired Settlement: Even though this was a Final Sale, their Chloe bag was NOT as described, therefore, I need to return this bag. I need a return label to return the bag for a refund.

Business Response: Thank you for your inquiry and please accept our apology regarding the delay.  


I do show that your return was approved to be sent to our New York office for inspection.  Please ensure that all tags and original documentation is enclosed.

Should you require assistance, please call Bluefly Customer Service at ******). If you are calling from outside the United States, please dial ****** and press 1 to speak with Customer Service. Our FlyReps are there to serve you Monday through Friday from 8:00 a.m. to 9:00 p.m., Saturday from 10:00 a.m. to 6:00 p.m. and Sunday from 12:00 p.m. to 6:00 p.m. Eastern Standard Time.

Sincerely,
****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I have received a return label from BF, however, I feel this case will not be resolved until they credit my account.  I have  returned the item and am awaiting a credit for the merchandise.  Thank you.  BF is notorious for slow to non existent credit for returned merchandise.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**********



 

Business Response: Dear Ann:

 
Thank you again for your patience.  Your return have been received and credited, please allow 3-5 business days for the refund to be reflected on your card used in the original transaction.  We apologize once more for the inconvenience.
 
Best regards,
******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ****, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,
*****

Thank you for assisting in the recovery of my payment, this is the second time I have had a successful resolution to my online problems.  You do terrific work.

 

1/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order through Bluefly.com on October **, 2013 for an Invicta watch. It was a gift for a family member in Tennessee while I reside in New York. The watch was delivered without an issue, but after being opened as a gift, it was noticed that the item was broken. I then spoke to a Blue Fly representative as soon as it was realized that the watch was defective and they gave me authorization to return it for a full refund. Bluefly.com received the return on December ****, 2013. I was told that the refund could take up to 10 days from when it is received by Bluefly, so I called on the **** of December. By January **, 2014 I had still not received my refund so I emailed them. Their response was that my case had been escalated and I would receive a follow-up contact soon. I received an email on January *** 2014 stating that my refund had begun to be processed on January ***, and that I should see it on my statement within 3-5 days. As of January 12th, I still had not received the refund so I called and asked for a *******. They told me that *******s weren't available on Sundays. So I called Monday morning, January **** 2014 during prime business hours and spoke to woman named *** asking again for supervisor. I was put on hold multiple times and told there wasn't a supervisor available and that I would receive a call back. As you can imagine, this frustrated me beyond belief seeing how hard it is to believe that a supervisor/******* is not available on a Monday morning during prime business time. I gave my number and received nothing back so I called again that night as well (tonight, Jan. ****). AGAIN, I was told that a supervisor was not available and that I would be called back. I was also told that they called and left a message which was a diversion. I specifically gave them my phone number that they asked me to verify and yet they called my sister who was the receiver of the gift and left HER a message. After arguing for over an hour with them, demanding a supervisor, they hung up on me. After calling back, multiple times, I was continuously put on hold with no available representative of any sort. They owe me $92.94 for the defective watch I returned to them. This is absolutely unacceptable and I have everything you need to back up everything I've written. Thank you

Desired Settlement: Bluefly.com needs to credit my Capital One Card for $92.94 which is the cost of the watch AND the shipping charges. Shipping is definitely included because the watch was defective.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.  Bluefly refunded my amount just after you contacted them it seems.  Thank you

Sincerely,

*********** ****



 

1/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased items on November 18, and returned them via UPS on November 29. By December 17. I had not heard whether they had received the return so I called the company. I was told they received the package on December 3, and that they would process the return within 10 business days. I reminded them that December 17. that day, was 10 days. They told me that they would process the return that day. One week later, I still had not received any information about a return nor did I receive a credit to my credit card statement in the amount of $770.95, which was my outstanding amount to my card. I had also used store credit, which had also not been returned to my bluefly account. I called again several days later. this time the rep I spoke with told me that they were delayed in processing returns and that she would not be able to give me a date on which the return would be processed and credited. I decided to give them a few more business days. I called again on December **. I was told again that by customer service representative Marie that they did not know when they would process the return, although they again confirmed they had received it on December **. I told them this was unacceptable and they said that there was nothing they could do. I asked to speak with a *******. Marie told me that ******** could not come to the phone, but that ******** the ******* was processing the return immediately. I went to the website and it showed that the return was being processed. However, on December **, I checked my credit card statement and I had not been credited, nor had the store credit shown on my account.

Desired Settlement: At this point, I have disputed the charge with my credit card company. However, I will not be shopping with Bluefly.com again and I ask that the amount of money I have in store credit be returned to me as a credit to my credit card or via check. Their customer service and inability to honor customer contracts is unacceptable, and I would like my money to be returned in full.

Business Response: Dear ************:

 
Thank you for contacting us regarding this issue.
 
We certainly apologize about the delay which caused your return to be processed at a later date.  Unfortunately, we were in the midst of a warehouse move that affected a few of our returns.  I see that a refund was issued to your account on December ******, 2013.   It does however, show that there was an issue on our end and the refund was not finalized through the credit system.  I have contacted our credit department to resolve.  Please allow 2-3 days for this to show on your end.
 
I again truly apologize and have issued an additional $30 credit to your Bluefly account as an apology.  Thank you for the additional opportunity to make things right.
 
Best regards,
*************

1/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned items which were received at their location on 12/**/2013, I did an inquiry on their website on the ***and an automated email message said I would receive a response within 7 days. On the **I received an email to allow 10 days from the ***for my refund from Mildred in Cust serv. I waited again and sent another inquiry and Lisa apologized for the delay and said they are processing it on January ***. Today, January *** I called and spoke to Mildred she said it was processed on January **and to wait until Friday. I had a similar issue in November where I had to call numerous times to get my refund processed.

Desired Settlement: There is no reason a refund should take this long. How is it possible for Amazon to refund the day after they know you returned an item and the credit shows up in your account within a few days. They are trying to hang onto your money. Because this is the second time this has happened and seeing the complaints from other customers I believe this is an ongoing issue with this company.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ************, and find that this resolution was made due to my filing of the complaint.

Sincerely,

**************



 

1/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased KYI KYI hat from this website and It was a fake hat. I have a picture to show you both real one and the one from this website, side by side. I made order with 2days fast sipping, shipping didn't come in 2 business day and not only that my order came in 3 separate boxes. I ordered on 11/***/13. I contacted them and made return in 11/**and 12/**( 3rd box arrived at our house really late) After I made return, I contacted them on 12/1 talked with Susan. 12/**Talked with ***. 12/**talked with ******** They told me return is in a process. On 12/**/13 I recieved email from them that they need SKU number. It is taking way too long to process my return and refund request. Also, I am concerned about product they are selling. If I didn't have the real KYI KYI hat at the time I received their KYI KYI hat, I wouldn't recognize their product is a copy. I can send the picture so please contact me if you need anything else.

Desired Settlement: I would like to have money returned Tomorrow. Total of $695.52.

Business Response: Dear ***:


Thank you for your inquiry and for shopping at Bluefly.com.

I have credited your balance due to the credit card used for this order as of today's date 01/**/2014.  Please allow time for processing by your financial institution.  We certainly apologize about the inconvenience and have applied a $25.00 credit to your account. 

We do kindly ask that any future returns be sent with a required Return Merchant Authorization number as outlined in our policy.  We hope you will find our return policy suitable to you in the future and thank you for your continued interest in Bluefly. Should you have any questions, please call Bluefly Customer Service at *******. From outside the*************, dial************* and press 1 to speak with Customer Service.

Sincerely,
**************

 

1/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased Shoes on their web site received shoes on 11/**/13. I returned 2 of the 3 pair of shoes on 11/**/13. I called them 11/**/13 and was told they have shoes and will be processing the return. They noted return on account on 12/*/2013. Their policy is to refund with in 10 days. As of 12/**/2013 I have not received my refund. I called on 12/16/2013 and was told that they forgot to process return and I would receive an additional credit on the shipping of $14.95 due to the oversight and delay. I was also told to expect my return by 12/**/13. I checked with Visa on 12/**/13 no refund. I contacted customer service and was told nothing was noted on account. Dawn the customer service agent #**told me on 12/**/13 that she would personally handle the return including shipping and tax. I called back at 4pm pacific time and was told that the refund should be posted by 8pm. I contacted customer service 12/**/13 and they said it is now in the hands of my bank. (*******) Contacted BofA and they said if a credit was issued it would show. I am very concerned this company is acting fraudulently.

Desired Settlement: I would like my refund processed immediately including tax and shipping. Also they should tell the truth about their return policy since they have no regard for it!

Business Response: Thank you for your email and please accept our apologies regarding the delay.  Unfortunately, we recently moved warehouses which caused some interruptions in our return processing.  I show that all of the items received were credited.  As an apology a $15 credit has been applied to your account.


Should you require additional assistance, email us at ********* or call toll free at **********. From outside the United States, please dial *************. FlyReps are available to serve you Monday through Friday from 8:00 a.m. to 9:00 p.m., Saturday from 10:00 a.m. to 6:00 p.m. and Sunday from 12:00 p.m. to 6:00 p.m. EST.

Thank you for shopping at Bluefly. We look forward to serving you again in the future!

Sincerely,
**************

1/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned 3 dresses and followed the return policy. Because I didn't get my confirmation email from Bluefly with the UPS label after i processed the return, I contacted Bluefly. They verbally gave me the codes to write on the packing slip when returning the three items and emailed me a new shipping label. I shipped all 3 items in teh same box and received confirmation that my package was received by bluefly. After about 2 weeks or so and not receiving my credit, i contacted them via email. They finally wrote back and said that they processed my return but only ONE of the three items was returend. I called and spoke to Cynthia who said that she was going to check with the warehouse and get back to me but she never did. I have since sent 4 emails following up and cannot receive a response. I have no refund and i have no merchandise. This is just wrong. I just want my return to be processed. I followed the return policy to a tee and they lost the items and will not respond to me.

Desired Settlement: I would just like the items that I returned via the return policy to be credited to my account, as they should be. I am being ignored and have been given the runaround. Bluefly has the items i returned yet they seemed to have lost them. I just want my credit card to be refunded as per the bluefly return policy.

Business Response: Thank you for your email and please accept our apologies regarding the delay.  Unfortunately, we recently moved warehouses which caused some interruptions in our return processing.  I show that all of the items received were credited.  As an apology a $15 credit has been applied to your account.


Should you require additional assistance, email us at ****************** or call toll free at ************* **##-###-####). From outside the United States, please dial ###-###-####. FlyReps are available to serve you Monday through Friday from 8:00 a.m. to 9:00 p.m., Saturday from 10:00 a.m. to 6:00 p.m. and Sunday from 12:00 p.m. to 6:00 p.m. EST.

Thank you for shopping at Bluefly. We look forward to serving you again in the future!

Sincerely,
************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

Despite Bluefly's representation that they have credited my account, they have not.  I have inquired directly about the delay because it was supposed to be credited on December ***.  Their response was that it would take 3-7 business days for the credit to appear. But it already has been over 7 busienss days, and has now been a total of 13 days later, and i still do not have the credit to my Discover account.  Once i receive the credit, I will be happy to close this out.

If you need any further information, please advise.

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*********




 

Business Response: Please check your account again.  I show that this was processed and credited to your account.  If there is a delay on your end please contact your financial institution.

 
Best regards, 
*********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.  The refund just showed up on my account as of this morning, 1/***/14.

Sincerely,

*********



 

12/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned a pair of boots (never worn and only tried one on, b/c hey were too narrow) and they were received buy the company on December *, 2013 for refund. The refund policy in part states..."up 10 days to process a refund...". This is the **** day and I have not gotten a response in 4 days by e-mail. The return is over $500.00. They claimed it takes to "time" get it processed via a phone call. Of course, that it is ridiculous in the electronic age.

Desired Settlement: I want my credit card and paypal account credited immediately.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,
***** ********

 



 


Customer Review(s)

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9 Customer Reviews on Bluefly, Inc
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