ComplaintsforBluefly.com, LLC

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 10th, I received an email from Bluefly stating that my return was being processed and that I would receive my refund within 1-2 business days. I never received my refund. I contacted them again via email on April 10th exactly one month later, letting them know that I still hadnt received my refund. They responded saying that they attempted to submit a refund but the refund failed due to an unknown error. They were going to alert the accounting team and push the refund manually and I would get a refund notification by the end of the day. 10 days later, still no refund so I contacted them via email again. They apologized and said they would alert accounting and have it refunded asap. On the *** they sent me it clearly states that refunds are issued within 10 business days after receiving my return. Today marks 50 days that I have been waiting for my refund and still nothing. This is completely ridiculous and I cannot believe that this is how they do business. I just want my refund.

  Business response

  04/30/2024

  Thank you for bringing this to our attention and our apologies for the issue with your refund.  The delay was caused by an error with Shopify so we were unable to issue the refund until they fixed the issue.  But we accept full responsibility and since we failed to provide the high level of customer service you expect, we sincerely apologize.  But the issue has been resolved and you have been issued a full refund.  Again, our apologies.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  on March 15, 2024, I sent bluefly 2 messages, asking what is the process to file a report to fedfex because I never received my package. it going on two week and have not heard back from them in two weeks. the company doesn't have a 1-8000 number to call. ***** said I must file the complaint with bluefly.ORDER NUMBER *********

  Business response

  03/29/2024

  Thank you for taking the time to voice your concern but we responded to every one of your inquiries as you can see in our attached screenshot.  ********* has confirmed the package was properly delivered to your address and there is photographic evidence showing the package delivered and left in a secure, gated area which you can see in the image we attached as well as in the tracking details which can be viewed here:  *************************************************************

  Our sincerest apologies but since there is undeniable evidence the package was delivered to you and left in a secure area, we can not be held responsible for any loss that *** have occured after the delivery.  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Items were delivered March 13 th and later, while I was travelling. The company policy is I need to initiate return within 14 days of delivery, that is on March 26th. The company does *not* have any online return option, no phone number, no chat option. 1. I emailed detailed refund request, as instructed, on March 26th (13 days after the first item was delivered) - no response 2. I filled contact form on the webpage, again providing detailed descriptions and the codes of items I want to return on March 27th (14 days window) - again, no response 3. I forwarder the return request to the indicated email address on March 27th again (still wishin 14 days window) - again, no response.I also provided the company with my cell phone number, but there was no attempt to contact me.They owe me ~$2,000 in return merchandise. Please help me. I have been buying from the company in the past, but no option to start a return online is a new "feature". They are also substantial changes for returning the items - that I am willing to pay. But just not responding to written return requests in not acceptable or legal. I am still open to settlement if the company will honor their return policy, this is the only thing I am asking.

  Business response

  03/28/2024

  Thank you for reaching out to us but this complaint is without merit and the accusations made against us are entirely false.  We have responded to every one of this customer's inquiries and provided detailed return instructions several times which you can see in our attachment to this response.  And the information we provided in our responses clearly state the reason why the customer is unable to submit their own return and also clearly state what we need to manually submit the return, yet after several requests the customer still has not provided us with the necessary information.  

  We understand the concern since this is a large order but there are 21 items that are being returned and all we have politely requested is that the customer provide the return reason for the items which does not seem to be an unreasonable request.  And as of writing this response, the customer still has not responded to any of our requests for the information we need to submit the return so it does not seem fair to fault us because the customer refuses to comply with our request.  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a saint laurent bag here, tried to resell it recently because im BROKE and im being told its counterfeit and im being asked to pay a fee of $75 to get my bag back in my posession because im now considered trying to sell counterfeit goods! My reputation is damaged as a seller because of this company im unable to sell items on the platform i use as my sole source of income, and I cant shop on there anymore.

  Business response

  03/28/2024

  Thank you for reaching out to us.  And we sincerely apologize for the issue with the item this customer is trying to sell through Fashionphile but everything we sell is 100% authentic so there is no question the item the customer received from us is a genuine Saint ******* tote bag.  

  And unless the item was authenticated by a licensed authenticator, what Fashionphile is providing is nothing more than their opinion.  Fashionphile is also notorious for claiming an item is fake when they want to back out a purchase so it is not fair to judge us based on another company's policy.  

  We have been trying to work with this customer to assist her in getting their item back from Fashionphile and we even received an email from her stating she believes the item to be authentic so this complaint is without merit and should not be a reflection on us or the products we sell through our marketplace.  

  Customer response

  03/29/2024

   
  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. I want to be clear that Bluefly is not to blame. This was a complete misunderstanding. I do not wish to damage their reputation and hopw to retract my original statement. Bluefly customer service has been diligently  helping me back my claim against fashionphile for the past 2 days. I truly apologize for any inconvenience my claim *** have caused. Its clear that Fashionphile is to blame!

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

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was on the website and ordered a bag for my wife after I ordered it she said don't order it because it's not a trust worthy website I emailed them to cancel the order since they do not have a phone number about 40 minutes later they said they can't cancel the order because they already shipped the item a few days we received the item it was st laureant bag already just from the packaging you can tell it was a fake we got it professionally looked at and we were told it was a fake . They won't accept our returns and they sell fake products

  Business response

  02/20/2024

  Thank you for bringing this to our attention.  Since we are a marketplace, once an order is submitted it is immediately sent to the vendor for fulfillment so we are unable to modify or cancel orders once they have been placed.  We have this policy clearly listed on our website as well as stated on the order confirmation emails we send.

  
  The customer complaint also states he was on our website and ordered a bag for his wife, but what he told us was that our website is a scam and phished his credit card number and placed a order without his consent (see attached email), which is not true at all, so he clearly is being dishonest in an attempt to damage our reputation.

  
  And since he was unable to cancel the order after he had buyer's remorse, and since the item was a final sale item and not eligible for return, he then tried to make a claim that the item was fake, which also is not true since everything we sell is guaranteed 100% genuine and authentic.  He is also making a false claim that he had the item professionally inspected and was told it was fake yet he has no proof and again, is using this BBB complaint as an attempt to tarnish our reputation. 

  Business response

  02/20/2024

  Please upload this attachment to our response which serves as proof the customer is dishonest.  

• Initial Complaint

  02/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have used the services of this company for years. This weekend I tried making a purchase and it appears that, for some reason, it has been detected as fraudulent activity, and my purchase has been cancelled five times, even though it was myself making the purchases and it was been made using legitimate credit cards.Moreover, when I tried to contact the business to find a solution to this problem, not only was the customer service agent unwilling to provide a solution, even after I continued to ask questions, but she showed an unprofessional attitude that I had to deal with in addition to the problem generated by this company. I am interested to know why my account activity is considered fraudulent and how to clear this up, and the company's representative needs to be reasonable and helpful. This is all that I ask.

  Business response

  02/12/2024

  Our apologies the customer is unhappy with our policy but we advised her of the specific reason why her orders are being rejected.  It is because she has previous fraud and chargebacks linked to IP address, as well as her email address. 
  
  Please review our terms of service which you can find on our website using the link below and please note the following:

  Bluefly reserves the right to refuse any order placed on the Website.  In the event Bluefly makes a change to or cancels an order, it will attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. Bluefly reserves the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors, or to refuse to service a customer for any reason. 

  Customer response

  02/12/2024

   
  Complaint: 21278703
  
  I am rejecting this response because: the information provided by the business is incorrect. There has never been any fraudulent activity previously associated to this account. I do not comprehend why this business customer service representative continues to state this. Again, this is inaccurate. I have made purchases in the past from my PC, which is associated to this IP address and they have never been rejected. The problem lies with this company's payment processor. This is the one that has identified my attempts to make purchases as "fraud." I do not have access to their payment processor. I did reach out to my credit card company and they confirmed that the problem lies with the merchant. Furthermore, what this merchant calls "chargeback" is a result of their decline of my purchases. Every time that my purchase was declined, the amount for the declined purchase had to be returned. As a result of this company's flagging my IP address as fraudulent, now, I cannot use it to make purchases with any other company. I cannot reach this merchant's payment processor. I do not contract services with them and I do not know who it is. But this situation needs to be fixed. Once again: there was no fraud. It was myself trying to make a purchase that was declined multiple times by this company. In addition to causing this problem, customer service has been exceedingly poor. For example, their last communication to date reads: "Our apologies for any inconvenience and may the rest of your day be as pleasant as you have been." This below standards level of customer service is unusual for a company like this. Once again, I am asking that their payment processor clears my IP address from any flag of fraud so that I may continue to make purchases with it elsewhere. I am stating: there was no fraud. I have never commited fraud in my life and it was me trying repeatedly to make a purchase that continued to be rejected by this company.
  
  Sincerely,
  
  *****************************

  Business response

  02/13/2024

  Our apologies but the information is indeed correct.  We use a third party payment processor and they work with hundreds of other merchants to review and process orders so the fraud and chargebacks occured within their network of vendors.  That *** be why some businesses approve her orders, while others do not.  And we are not accusing anyone of commiting fraud.  We are simply using the information we have regarding past purchases to determine the risk level of a customer and due to this previous fraud and chargebacks linked to this customer's IP and email address, there is too much risk at this time. 

  Please also note, a chargeback has nothing to do with a declined purchase.  A chargeback is when the card issuer returns funds to the account due to a disputed charge.  And it is clear this customer has a penchant for filing disputes when she does not get her way and that is never the best way to get a positive resolution when there is an issue. 

  And we never flagged her IP or email address as fraudulent so there is nothing for us to remove.  We also can not be responsible if other merchants do not allow her purchases to go through as we can only speak for ourselves.  But perhaps if she tried working out her issues with a merchant directly instead of complaining to the BBB, businesses would be more receptive to her pleas and allow her to purchase from them. 
  

  Customer response

  02/13/2024

   
  Complaint: 21278703
  
  I am rejecting this response because: The information provided by this customer service representative is incorrect. Furthermore, this customer service representative has no first hand knowledge of my credit score, the state of my finances or my purchase history. Once again: these "chargebacks" that she mentions are not related to disputed charges. My IP address has not encountered any issues prior to this purchase but it has encountered issues after this purchase. My email address, that this merchant mentions as "fraudulent" has been used for multiple years in transactions with this same company and up until this transaction it has never been considered fraudulent. Also intentionally incorrect are her statements regarding the filing of a complaint with the BBB. I did make multiple attempts to resolve the issue with this customer service representative. However, her incapacity to respond positively, provide a resolution  and/or deflate the situation created by her company has indeed prompted me to file a complaint with the BBB, prior to which, she was advised multiple times that I would do no. Notwithstanding this, she continued to be repeatedly rude and disrespectful as evinced by statements contained in her emails, that do not pertain to a customer service representative that is appropriately trained for this job. As further proof, I would like to refer to their latest response to my complaint, which seems to entail a reprimanding tone about having filed this complaint. This company and it's representative should know that citizens in this country have certain rights and part of those rights is filing a consumer complaint for cause. Regardless of her reprimanding attitude, the fact remains that my IP address has now been compromised as a result of an intent to purchase in this company. The customer service representative of this company can bend backwards trying to speculate where the alleged fraud comes from, and in fact, she has. So far she has listed c

  hargebacks, undefined fraud and BBB complaints as the reason for declining my purchase. She simply does not know what she is talking about. And it is not her place to be pointing fingers at me. My credit card representative has stated that the issue remains with this merchant, and prior to this purchases on February 10th, I had never had issue with my IP address. Therefore, they need to correct these accusations of fraud that never happened.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of ***** rhinestone slides from Bluefly.com Order number ********* on Oct *******. They arrived the first week of November. I wore the shoes for the first time on 12/14/23. The shoes were not final sale, advertised as authentic and of first quality. Upon wearing the shoes for less than 10 minutes the rhinestones began to fall off. I contacted Bluefly customer service on line 12/15/12 ( they have no phone number), and they advised: "Unfortunately we are not the brand manufacter and would not be aware that his would happen after a short time of wear. We do not warrant that the quality of any products, services, information or other matieral purchased or obtained by you will meet your expectattions. For this reason we are unable to issue a refund for this item".Are they kidding..?? this shoes are clearly not ***** first quality, and as sellers/distributors they are responsible for selling the first quality goods they advertise.. otherwise this is false advertising..

  Business response

  12/17/2023

  At Bluefly, we only work with top, industry-trusted designers & pre-owned vendor partners to ensure that you are getting authentic, high-quality designer products.  We also offer a 14 day return period so if there was an issue, the item could have been returned but once an item is past the return period, it can no longer be returned. And per our terms and conditions, which can be viewed on our website, all items offered on our marketplace are sold as-is and with no expressed or implied warranty so unfortunately, we are unable to provide a refund on the shoes you damaged while wearing them.  
  

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or around Sept 7th received an order from Bluefly, an online luxury retail company in *****. Order # *********. Item # **************. Description is Balenciaga Neo Cagole XS leather Shoulder bag. Color Bronze, ****. $ ********. Upon getting it I immediately realized it was counterfeit. There is NO SERIAL NUMBER inside, the inside is not canvas as advertised, and the shoulder straps have 13 hole puches each side.....the REAL bag has 12 each side. Other numerous signs of counterfeit, including dust bag. I contacted company asap, they will only text, won't take calls. I explained, as well as sent photos, they refused, said " all sales final", and said I just had buyers remorse. They then became hostile, said they looked into me, and I have a " history of doing this". That is patently false. I've never purchased a bag from them, or any other company and claimed counterfeit. I notified my credit card company Mastercard sept 7/8, and they have opened a claim. However they also advised to notify BBB. I am looking for a amicable, fair return. They won't give an address to return this. I have attempted to notify company headquarters in NY, however like the ***** office, no phone # are listed. The company has a statement that they authenticate all their sales, however I've read now they have been caught selling fake Balenciaga bags before. I would just like a fair refund. They purchase their bags from vendors, so it was either knowing, or unknowingly sold as counterfeit. I've noticed their website still has 1 left of the same bag, which they haven't removed, even though they know now it's not real.

  Customer response

  09/27/2023

  Order # *********

  Business response

  09/27/2023

  Thank you for bringing this to our attention. We are an online marketplace and we only work with trusted vendors and partners so we only offer 100% genuine and authentic items for sale on our website.  And our apologies but the item that was ordered was clearly disclosed as a final sale item prior to the purchase.  And claiming the item is counterfeit is just an opinion because only a licensed authenticator can assess the authenticity of a product.  

  
  But aside from the item being final sale, another reason why the return can not be granted is because there are several fraud orders associated with this customer's IP address, as well as several other chargebacks, which is a strong indicator of fraudulent activity.  And while there is absolutely no doubt a genuine Balenciaga handbag was sent to the customer, there is no guarantee we will receive the same item as a return.  Which is why items such as this are often listed as final sale and not eligible for return.  
  

  Customer response

  09/28/2023

   
  Complaint: 20664608
  
  I am rejecting this response because: the bag is a counterfeit. As I stated upon the day I received it. NO SERIAL #. The straps on the shoulder have 13 holes, they should have 12. The interior is not" canvas " as " advertised". Bluefly purchases bags from vendors, and it is apparent they got taken on this one. The claim that I have numerous fraudulent activity in returns is pure SLANDER." I have never purchased a bag from an online only retailer, and have always used companies such as saks, niemans, etc  The final sale "  is a means for Bluefly to get away with counterfeit actvity. Finally sales are negated when the product is not as described. if they indeed feel it is not fake, they can accept the return without prejudice. If this had been a real bag, I would have been delighted with it, as I obviously ordered it. 
  
  Sincerely,
  
  ***********************

  Business response

  09/28/2023

  Thank you for your response and feedback.  As previously advised, we only sell authentic items and we would not jeopardize our reputation by selling anything unless it was guaranteed 100% genuine.  And the previous fraud associated with your IP address isn't necessarily from purchasing a handbag online, it could be from any merchant within the payment processor's network.  And since you received the exact bag you ordered and it was a final sale, we are unable to accept the item for return.  Our apologies for any inconvenience.
  

  Customer response

  09/28/2023

   
  Complaint: 20664608
  
  I am rejecting this response because: I did NOT receive the bag I ordered, as I stated it is counterfeit. There is 1 more bag the same in their website....has been there a month. I suggest Bluefly check for serial #, and strap abnormalities, interior not as advertised.  Bluefly can make any assertion it wants, claiming authenticity, or that I want to do a " switch" on this. I have left all sealed tags, including the security ones intact. I sent them pics of this as well. They said my phone was blurry. And again I reiterate , my history of purchases is unblemished. This is a scare tactic of which I won't be intimidated.  There is a reason this company doesn't have a direct customer service #. ...and as far as being authenticated, once I've been given a mailing address for return, they would do well to have an outside company such as Entrupy do an evaluation. This is not my job to have and on my own time and money authenticate a product. 
  
  Sincerely,
  
  ***********************

  Customer response

  09/28/2023

  Once again, Bluefly alledgdges" fraud" on my part as a " history". This is blatantly untrue, and once again a scare tactic. Bluefly knows this bag is counterfeit. I've done a deep search and have found numerous complaints of fake bags from this site. They can send pre- written denials of authentication of all their merchandise, however that doesn't means it's true. The cloak of " final sale" is to avoid having to accept counterfeits. Finally , they know that this bag doesn't have a serial# which is a telltale sign of a fake. I have reported this to AARP fraud ***** Shame on this company for scamming seniors. AARP has said this company has  a very low consumer rating with numerous complaints as well. I appreciate the work of the BBB in this , and will hopefully be a red flag to future consumers. 

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a handbag on Bluefly on August 11,2023. I realized after I purchased that the description did not match the photos, so I immediately emailed asking them to cancel the order. They refused so I told them I expect that the handbag looks like the photos. The handbag arrived on August 15th and I immediately felt as though it was fake. There was a tag with Asian writing on it, the buckle was broken, and the Fendi logo was not legible. I sent photos and they told me the item is authentic and final sale (even though they have never seen the item because it ships straight from the vendor to the buyer). They refused to investigate the matter or put me in contact with the vendor. I spent $808.12 on a fake and broken handbag.

  Business response

  08/17/2023

  This customer changed her mind after she placed the order and wanted to cancel the order but we advised her that due to our logistics and the way our system integrates with our vendors, orders can not be canceled or modified once they have been submitted.  She was not happy with that answer and because she didn't get what she wanted, she began to threaten us with complaints and a dispute unless her demand was met.  And the reason the item was final sale is because it is a pre owned handbag and the item was properly described and the pictures provided in the description were accurate and of the actual item. 
  

  And unless the customer is a licensed authenticator, her assessment the item is fake is nothing more than her opinion.  Since we only work with trusted vendors, all items we sell are 100% genuine and authentic so it is not possible the item is anything other than a genuine Fendi handbag.  And if there were questions or concerns about the item, we would have been happy to provide any info requested prior to the customer placing the order.   

  You can view the item listing here for reference: ***********************************************************

  Customer response

  08/19/2023

   
  Complaint: 20485511
  
  I am rejecting this response because:

  I dont appreciate this businesss attempt to make my attempt at canceling the order seem like its as trivial as me changing my mind. I absolutely did reach out requesting a cancellation but NOT because Id changed my mind. I realized after purchasing that I had made my purchase decision based on the photos and did not read the description in full, assuming it would match the photos. It did not. The description mentioned a stain on the bag and I did not want to spend $800 on the bag if it did not look like the photos provided. I thought to reach out because most online stores want their customers to be happy with their purchase. Of course the business responded by putting their greed before customer service and did not care or look into the matter, simply stating that the item is shipped straight from a vendor and thats that (very rude attitude as well, accusing me of threatening them because they really need my $800 to stay in business it seems) . So I settled for their lack of effort and I said that if I am sent a bag that doesnt look like the photos, do not expect me to be quiet about that. Ultimately the purse came and it DID look somewhat like the photos. There was no stain (why did it say that in the description?) either but the buckle on the bag strap is completely broken (which there was NO mention of that). I still have no idea where that came from because it was never explained to me by the seller. However, let me preface this by saying I ONLY wear authentic handbags and I can simply tell from the **** BAG when a handbag is real or fake - so attempt #2 of this business trying to put greed over customer service and make my claim of this purse being inauthentic seem baseless is really getting me angrier and angrier at this point. But not to worry, I absolutely will take this bag to a LICENSED AUTHENTICATOR and get the business and appropriate federal agencies all if the official information they need about this being a FAKE in an update soon. Also Im not sure if this business ever Googles their own name or reviews but MANY INSTANCES have been reported of this business selling fake handbags, which is a federal offense. Im not afraid of taking this as far as it needs to go in order to get my money back and justice for giving my money to a greedy business committing federal crimes. 

  
  Sincerely,
  
  ****

  Business response

  08/21/2023

   Thank you for your response and feedback and our apologies you are unhappy with the handbag you received but everything we sell is guaranteed to be 100% genuine and authentic.  And the handbag was properly described but since it is a final sale item, it is not eligible for return so again, our apologies. 

• Initial Complaint

  08/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This order ********* was never delivered to me or signed by me. ***** was able to investigate and returned the package with tracking number ***************. The package was delivered back to sender on 6/21/23. I have since reached out the merchant for a refund which has never been process. I initiated a chargeback which the merchant has declined and responded they can not do anything further on their end.

  Business response

  08/17/2023

  Our apologies but we can not refund an order that has been properly delivered and received by the addressee.  As you can see in the included screenshots, the order was confirmed as delivered and signed for by the addressee so no refund is due.    

  Customer response

  08/17/2023

   
  Complaint: 20483521
  
  I am rejecting this response because:

  Fedex never delivered the pacakage to me nor had I sign for it. I called ***** to report this and they were able to retrieve the package and return it back to the sender using tracking number 997307900020464. The package shows it was delivered and signed for. 
  
  Sincerely,
  
  *******************************

  Business response

  08/17/2023

  Our apologies but what you are saying is simply not true.  The tracking details on the order confirm the package was indeed delivered to your address and signed for by someone with the same last name as yours.  And there is nothing in either of the tracking details indicating there was an issue with the delivery or that the package was returned to the sender.  And since the package was properly delivered and signed for by the addressee, we can not issue a refund. Again, our apologies.  

  Customer response

  08/17/2023

  I never received the item. It was returned to the sender according to *****. I still do not have the funds and the merchant is in receipt of the return. I should be issued a refund. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩