Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bracelet for myself and it arrived as a mens size bracelet. I received on April 24,2023 and returned in the April 27th, 2023. Still no refund on July 2nd. After numerous emails with customer service, the continue to say the Accounting Manager is backed up and its in the que. Now they are saying they received on June 8th. Not true. I think they are trying to get around the 14 day return policy.

  Business Response

  Date: 07/03/2023

  Our sincerest apologies for the delay in processing your refund.  It is currently in queue to be processed and we have notified our accounting manager of the delay so we assure you the refund will be processed as soon as possible.  Again, our sincerest apologies.

• Initial Complaint

  Date:06/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order ********* placed on May 31,2023. The item came quickly but was wrong. I immediately requested a return, and mailed it back 2 days later. It was delivered back to the company on June 8th. Ive had to email daily requesting the refund to be issued and I only get an automated reply or very limited information. Their policy states refunds take up to 10 business days, as of today were on day 13 with no answer from them on when it will be refunded. I feel like this company is giving me the runaround. I just want my refund and they are not issuing it or helping resolve the problem.

  Business Response

  Date: 06/27/2023

  Our sincerest apologies for the delay but the refund is still in queue for processing.  We have notified our accounting manager of the issue and we assure you the refund will be processed as soon as possible.  Again, our sincerest apologies.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20242968
  
  I am rejecting this response because:

  This is an automated response. Hire policy is UP TO 10 days to issue a refund. Were currently in day 13 and still no answer as to when it will be issued. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/29/2023

  Thank you for your feedback but your accusation is without merit.  If you check your account you will see the refund has already been issued.  

  And our policy on processing a refund is 10 business days from when it is submitted so your refund was processed within that time frame and we should not be penalized with your negative complaint because of your refusal to be patient with our process.  

   But thank you again for your feedback and we hope you have a wonderful rest of your week.  

• Initial Complaint

  Date:06/10/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mar 23, 2023 $732.89 USD OFF-WHITE ODSY **** ************** SNEAKER ************ late package no ********* / ************ I ordered OFF-WHITE ODSY **** ************** SNEAKER off of bluefly.com and i contacted them about my order not being received but didn't get any help after 2 months a ***** driver came and delivered the package and he told me it was lost in transit but found and now i don't need the item anymore because i already ordered it after i never received it now i just want to return this and receive a refund that's all thank you so much!

  Business Response

  Date: 06/12/2023

  We sincerely apologize but our return period is 14 days from the order delivery date so your order is no longer eligible for return.  And there is irrefutable proof the package was delivered on 3/28/23 to your address because ***** photographed the delivery and it is included in the tracking details which you can view here.

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

  But had you reached out sooner, we could have requested an extension from the vendor on the return period but since it is well over 60 days since the package was delivered, we unfortunately are unable to accept the return.  
  

   

  Customer Answer

  Date: 06/12/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/22/23 I purchased a coat for $783.75 for my daughter. When I received the coat it was too small they didnt have a larger size so I requested a return label to send the coat back for a refund. I sent the coat back on. 4/3/23 via **** I have been in constant communication with them since then and they have been basically giving me the run around sometimes sending automated messages and other times telling me to give them a little more time. The last time I communicated with them via email they told me to contact my financial institution because theyre the reason why I havent received my refund. I contacted them they told me bluefly did not try to refund my money . I contacted bluefly again today asking them to provide proof that they tried to send a refund they element me the same automated message they always send with their hours of operation telling me someone will get in contact with me.

  Business Response

  Date: 05/31/2023

  Thank you for bringing this to our attention but we're not sure why a BBB complaint was necessary.  We have responded to every one of your inquiries and as we have advised you several times, your refund is in queue for processing and as soon as our accounting team can get to it, the refund will absolutely be processed.  We have also sent a request to our accounting manager to ask that your refund be expedited so you should see it processed shortly.

  And if you have any other concerns, please reach out to us directly as we are always happy to assist.  

• Initial Complaint

  Date:04/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sent defective item and refused to give full refund! ORDER #********* I paid a total of $254.80 for a designer jacket on March 25. It arrived on March 28 and was DEFECTIVE! There are marks on the label and clear signs of RESTITCHING using thread in a totally different color! ANYBODY WITH EYES CAN SEE THAT! The quality of the jacket was so TERRIBLE that it can't be fully unbuttoned, so I couldn't even try it on! Doubt if its even authentic. On their website, they promised to provide authentic, high-quality designer products, but want I received was a defective, modified item that cant even be wore! I returned it to them right away, but they only refunded me $234.90, while I originally paid $254.80. I emailed them requesting refund of the rest, with detailed explanation of the status of the item I received and photos that were taken the day I received it as evidence. They refunded another $4.95 USD and theres still $14.95 left. I emailed again asking for full refund. It turns out their so-called vendor partner is a dishonest **** seller! The same exact item is listed on **** at a much lower price! After I emailed them AGAIN, they said they cant find any defects and the vendor verified the item was first quality? Are you saying an item with scratches on label and most importantly CLEAR SIGNS OF RESTITCHING using thread in a totally different color, A JACKET THAT CANT EVEN BE FULLY UNBUTTONED FOR PEOPLE TO TRY ON is not defective and is first quality? Who are you kidding? This is completely irresponsible, and it's very clear that you are trying to rip your customer off by turning a blind eye.I have tried repeatedly to work it out with them first, but they won't refund the rest of the money and kept turning a blind eye on this, so I have to file this complaint here.I require a full refund from Bluefly, which means the amount of $14.95 that they havent refunded me, ASAP.I also attached photos in original solution in case you still cant see it.

  Business Response

  Date: 04/13/2023

  Thank you for reaching out and voicing your complaint.  However, the vendor who supplied this jacket verified upon its return that there was nothing defective about it.  And when you submitted your return (see attached RMA), your reason was you didn't like it and there was no mention of a possible defect until after you found out there was a return fee.  But even though you are being dishonest in an attempt to avoid the return fee, we issued you a shipping refund as a courtesy.

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19913004
  
  I am rejecting this response because:

  It's such an irresponsible and disrespectful response!!

  1.Nothing defective? I've sent you the photos taken on the day I received the item A MILLION TIMES as solid evidence!! The pictures show marks on the label and clear signs of RESTITCHING using thread in a totally different color! ANYBODY WITH EYES CAN SEE THAT!
  
  2.When I submitted my return (see the file you attached), my reason was I didn't like it and IN COMMENTS SECTION I MENTIONED "low quality, does not worth the price, not satisfied with this product" I didn't like it because the product has TERRIBLE QUALITY!!! And I thought you would give full refund for sure given the terrible product you sent!! Only after that I found out you DIDN'T GIVE FULL REFUND!!! That's why I HAD TO EMAIL YOU OVER AND OVER AGAIN describing the detail of the defective item and sent you the pictures taken the day I received the item as evidence!!
  
  3.And you are accusing me of being dishonest??? Who the h*** is being dishonest here??? You sent me a jacket with CLEAR SIGNS OF RESTITCHING using thread in a totally different color, a jacket that CANT EVEN BE FULLY UNBUTTONED FOR PEOPLE TO TRY ON, and you said it's not defective, and you REFUSED TO GIVE FULL REFUND, and now you are accusing me of being dishonest???HOW DARE YOU? Clearly you have no sense of decency.
  
  It's very clear what you are doing to me and all the other customers who are complaining about you! You are ripping customers off by colluding with dishonest **** sellers as vendor partners, sending defective, low quality,possibly unauthentic products, then turn a blind eye on whatever the customers say, and charge them return fee, refuse to take ANY responsibility, then go back to sell these items on your little website and **** hoping more people would get tricked by you!

   

  Business Response

  Date: 04/14/2023

  Thank you for your feedback but the item you returned was inspected and there were no marks on the tag as you claim, nor was there any restitching.  And we only work with trusted vendors and partners so we can assure you everything we offer is first quality and 100% genuine and authentic.  And just because you deem something as low quality, that is simply your opinion, which you are certainly entitled to, however that does not qualify an item as defective. 

  
  Customer service is a priority to us and we always do what we can to make a customer satisfied which is why we refunded your shipping as a courtesy.  Thank you again for your feedback. 

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19913004
  
  I am rejecting this response because:
  
  The business exhibited an extremely irresponsible attitude by denying its mistakes and ignoring the truth over and over again.
  I stand by my original statement that the item sent to me was defective, and I request FULL REFUND.
  
  According to ********************************* dictionary, being defective means having a defect or flaw: imperfect in form, structure, or function.
  1. As I've stated repeatedly, there're marks on the label and clear signs of restitching using thread in a different color. The photos I sent to you are solid evidence. Therefore, the jacket has defects.
  2. The jacket cant even be fully unbuttoned for me to try on. It does not function as a normal jacket should. Therefore, the jacket was imperfect in structure and function.
  In conclusion, the jacket was indeed DEFECTIVE. 
  
  I attached the photos AGAIN with captions added. 
  Please stop turning a blind eye and ignoring the truth, as it would only make you look bad.
  
  Also, your so-called "trusted vendor"has listed the exact jacket I returned on **** as PRE-OWNED at a much lower price. By doing so, this vendor acknowledged that he or she was being dishonest in the first place by sending me a defective pre-owned jacket. You should really start considering the trustworthiness of your vendors.
  
  I think you know pretty well yourself just by looking at your D+ rating on BBB and looking at all the complaints and reviews on both BBB and all the other review sites. These reviews and complaints,including mine, came from real people who had terrible experiences with you.However, your responses were always irresponsible denial and excuses, you even insulted customers by accusing them of being dishonest despite the evidence being provided, which strongly conflicts with your ***************** is a priority to us and we always do what we can to make a customer satisfied"statement. You made it sound very insincere by doing the exact opposite.
  
  It's not the first time you are being dishonest and irresponsible by selling people defective and pre-owned items as new without taking any responsibility. However, I think it's time you take this seriously, start recovering your image by addressing issues decently,acknowledge your mistakes instead of denying them, offer solutions positively,and re-evaluate the trustworthiness of your vendors. You can be so much more just by being courageous enough to face your problems and hold yourself accountable. It's the only way a business could survive in this competitive category.
  
  I sincerely hope BBB can stand with me and all the other victims so that customers won't have to pay for unfair business practices.
  Thank you.

  Business Response

  Date: 04/17/2023

  Thank you for your feedback and opinion and again, our apologies but the item was not defective as there were no marks on the label nor was there different color thread in any of the stitchings.  The vendor also inspected the buttons and all of them work as they should and there were no signs of any defects.  

  And while you may disagree with our return policy and return fees, there is nothing unfair about our business practices.  But as a courtesy, we provided you a refund of your shipping charge. 

   

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19913004
  
  I am rejecting this response because:
  
  The business exhibited an extremely irresponsible attitude by denying its mistakes and ignoring the truth over and over and over again.
  
  I stand by my original statement that the item sent to me was defective, and I require a full refund from Bluefly, which means the amount of $14.95 that they still havent refunded me, ASAP.
  
  I sincerely hope BBB can stand with me and all the other victims so that customers won't have to pay for unfair business practices.
  Thank you.

  Business Response

  Date: 04/24/2023

  We appreciate the feedback but as previously stated, the item was inspected by the vendor who provided it to the customer and there were no defects whatsoever.  So this is just an attempt to try and avoid a return fee with a false claim and there is nothing unfair about our business practices as our return policy and return fees are clearly disclosed on our website.  
  
  And since their demand isn't being met, the customer believes disparaging us through the BBB will get them a positive resolution, however, the BBB has not even attempted to validate the legitimacy of this complaint so they are trying to penalize with a complaint that has no merit because we do not pay them for accreditation. 

  But we understand the concern about paying a return fee and we tried to make a reasonable accommodation by refunding the shipping fee for this customer which was reasonable and fair.  And if the customer has any other questions or concerns, they can contact us directly.

• Initial Complaint

  Date:03/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I BOUGHT ON MARCH 19 2023 A MESSENGER *** FOR A GIFT TOTAL $ **** . ONLINE IT IS SHOWING ONLY THE PICTURE , NO ANY DESCRIPTION OR SIZES ADDED.ON MARCH 24 THE *** WAS DELIVERED AND THE SIZE IS REALLY SMALL , NOT SURE IF IT IS ORIGINAL SINCE WITH THE *** WAS NOT PROVIDED ANY RECEIPT/ INVOICE SHOWING MY PAYMENT TAXES ETC.I CONTACTED IMMEDIATELY CUSTOMER SERVICE . THEY SAID THAT IS A FINAL SALE AND THEY ARE JUST A MARKET PLACE SO THEY HAVE TO CONTACT THE SELLER . NO SELLER IS MENTIONED ON THE WEBSITE .I ASKED FOR MY INVOICE , THEY SAID THE SELLER SHOULD HAVE INCLUDED AND THEY ARE NOT ABLE TO SEND IT TO ME . I TOLD THAT THE *** WAS NOT AS IN THE PICTURE ONLINE ,IT IS REALLY SMALL AND WAS NOT MENTION OF SMALL SIZE , OR SIZES AS WELL AND I CANNOT BE SURE THAT IS ORIGINAL .I TRIED ANYWAY TO NEGOTIATE TO RETURN WITH RESTOCKING FEE SINCE FOR ME $ **** ARE A LOT OF MONEY . THEY DIDNT ACCEPT IT AND THEY SAID IF I OPENED A CLAIM THEY WILL CHARGE ME FOR FRAUD FOR NOT PAYING .. THIS IS RIDICOLOUS ! THEY KNOW MY NAME MY NUMBER MY CREDIT CARD BUT I CANNOT HAVE AN INVOICE, IN ADDITION THEY HAVE A FAKE PHONE NUMBER THAT NO ONE IS ANSWERING AND DROP AFTER 2 RINGS.I CONTACTED AMEX THAT ACCEPTED MY DISPUTE AND REFUND THE MONEY .I TOLD THEM TO SEND ME THE RETURN ***** SINCE AMEX REFUND THE MONEY BUT THEY ARE INSISTING THAT IS FINAL SALE AND THEY DONT SEND THE ***** TO ME WHAT IS WRONG WITH THEM ??I DON'T WANT ANYMORE BE CONTACTED FROM THEM I JUST WANT TO RETURN THE *** AND CLOSED THIS NIGHTMARE . NEVER HAPPENED TO ME SOMETHING SIMILAR BEFORE .CAN YOU HELP ?

  Customer Answer

  Date: 03/30/2023

  Here enclosed message from the customer service 

  Customer Answer

  Date: 03/30/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/20/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a dress and immediately contacted them to cancel the order as it would not arrive in time. I received a reply that stated no orders can be cancelled because they process shipment so quickly. The order did not ship for another 3 days. As soon as I received the dress I immediately returned it, understanding that I would be charged $12.95 to send it back. I received notice of the refund minus $23 in their fees. I wrote for a resolution and was told that the $23 was to cover shipping.. On a $150 dress that was paper thin and sent in an envelope? So I ended up paying almost 20% of the cost of the item in fees for something I tried to cancel and returned immediately. I informed them that I would contact the BBB to report this and they actually replied that they did not understand this route as the BBB only exists to extort money from small business.. PLEASE avoid Bluefly, they are extremely unprofessional and this return practice should not be allowed to continue

  Business Response

  Date: 03/21/2023

  Our apologies but we can not be held at fault because the customer placed an order then changed their mind and wanted to cancel.  Due to our logistics and the way our system integrates with our network of vendors, as soon as an order is submitted it is sent directly to the vendor for fulfilment so once an order is in queue we are unable to cancel it.  We have this policy listed on our website so it isn't that we did not want to cancel the order, it just wasn't possible to cancel.
  

  And our return fees are also clearly listed on our website in our FAQ's and they were disclosed on the *** form the customer received so if the customer had an issue with the fees, we would have gladly worked with them had they reached out prior to returning the order.  **************** is our #1 priority and we always do what we can to help but choosing to file a BBB complaint instead of working dierectly with us is not the way to get a positive resolution.  

  Here are links to our FAQ's as well as our return policy for reference:

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

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

   

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19624782
  
  I am rejecting this response because: I did reach out, customer service was absolutely no help whatsoever which is I why I logged a complaint with the BBB- Judging by the pages of complaints showing on the BBB site over the same issue I had , this is a policy that should probably be reviewed by the company, as it is unfair and out of date compared to the thousands of online vendors that do offer returns at reasonable rates.  The ** rating with the better business bureau is definitely well earned by this unprofessional company.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/22/2023

  Thank you for your feedback and again, our apologies.  But just because you disagree with our policy does not mean that it is unfair.  We are a marketplace and all our orders are fulfilled by third party vendors so as soon as an order it submitted, it goes into the vendor queue within seconds and once the order has been sent to the vendor, no cancellations or modifications can be made.  And if you did not intend to place an order, you had the option to abandon the checkout and not proceed so it is not fair to fault us because you changed your mind after you placed your order.  Again, our apologies for any inconvenience.  

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19624782
  
  I am rejecting this response because:

  When purchases are made online in 2023, returns or exchanges are part of doing business online. A customer should not be shamed by a representative for wanting to return an item and face a 20% restocking fee, which ultimately is what this nonsense shipping and return fee equaled.  There are simply better and vastly more reputable online sites to make your purchases.  I sincerely hope that everyone that reads this will stay away from Bluefly.  as a daily online shopper, I have NEVER gone to a forum to voice a complaint. .so this business really is extremely poor. Please check multiple online forums, there are literally hundreds of complaints about their return policy **************** on BBB.. I wish I had read them before making a purchase- DO NOT waste your time or money on this site, or be 100% certain what you ordered will fit, arrive in time, and look exactly like it does in a photo.  Happy to keep responding to the troll like responses from Bluefly.  The more unprofessional they get, the more they reveal themselves as a company you should stay away from.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is charging CRIMINAL return shipping fees. I ordered a dress from them on 2/1 and inquired about returning it immediately after receiving it on 2/8. They then sent me their return policy that stated $21 will be deducted from the return amount to cover return shipping costs. $21 to mail one dress?! I knew this was an exorbitant amount so I took it to the post office to see how much it would be to mail on my own- $7!!! Yet, Bluefly's policy states $21 will still be deducted even if you use your own label. How is this legal? I would like the $14 returned to me immediately.

  Business Response

  Date: 02/20/2023

  Our return policy and return fees are clearly listed on our website as well as on the *** the customer received.  We also advised the customer prior to her sending the item back that the return fee applies whether she uses her own label or ours (see attached email).  And due to the increase in labor and shipping costs as well as costs associated with loss due to package theft, the return fees have recently increased which allow us to continue to offer such low prices on the items we sell but the customer did not have to return the item if she did not agree with the fee.  

   

   

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19434747
  
  I am rejecting this response because:

   

  The policy is clearly understood- but that does not negate the fact that it is criminal and takes advantage of your customers. I should not have to keep a $200 dress that that does not fit well just because I do not agree with the absurd return policy, and it is unfair to say a customer must make that decision. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/24/2023

  Thank you for your response and feedback but due to the increase in labor and shipping costs as well as costs associated with loss due to package theft, the return fees allow us to continue to offer such low prices on the items we sell and the fees were properly disclosed pior to you returning your unwanted item.  And we gladly accepted your return since the item did not fit as expected but the return fee still applies.  

  You may view not getting your way when you angrily demand something as absurd but you should not fault us because you disagree with our plicies.  And had you worked directly with us towards a resolution rather than filing a BBB complaint, there may have been a better outcome since we always try to provide a wonderful experience to our valued customers.  
  

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19434747
  
  I am rejecting this response because:

  This is a completely unprofessional response and clearly since nothing was done before I raised this with BBB, nothing would have been done had I not. Based on the other reviews and complaints on here, hundreds of other customers have had a similar experience which demonstrates that both the policy is unfair and that the company does not take care of the customer without the intervention of ********************. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regarding order #*********. The item was returned to Bluefly.com using the prepaid **** return label Bluefly.com provided me with, **********************, on 06/21/22. I do not have the item. I provided Bluefly.com with copies of the documents. They initially promised a full refund for $249.99 to my original form of payment but now telling me that I have to contact PayPal because a dispute was filed. PayPal stated that this needs to be resolved by Bluefly.com They do not have a customer services number and the anonymous person responding to the customer services e-mails is condescending and unhelpful.

  Business Response

  Date: 02/16/2023

  This customer refused to work with us to allow us to provide a positive resolution and instead chose to file a chargeback against us.  And once a chargeback has been filed, we can no longer assist because the account is locked whle the financial institution does their investigation and makes their decision.  And as you can see in the attached screenshot, we tried to process a refund but it was rejected since a chargeback had already been filed so the customer must now work with directly with PayPal and her bank as we advised.  

  Customer service is our #1 priority and we attempted to assist with the issue but the customer refused and felt a dispute was the best course of action, which clearly is not the best way to handle an issue with a merchant.  

• Initial Complaint

  Date:01/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a pair of "*************** Butterfly TF324 ***** 01B Shiny Black 59mm FT0324" sunglasses last February and was told that the item received was old, that Bluefly's vendor can either return them to me or discard them - of course I opted for them to be returned to me.Then a month later in March when I still have not received the sunglasses back, I followed-up via email and was told the vendor refused to ship them back and that I had to pay for return shipping, in which I asked how much it would cost me.Two months later in May I still did not hear back so another email follow-up was sent in which Bluefly responded that it would cost me $5.00 to have the sunglasses shipped back to me. I agreed and asked how can I make that payment. They responded, "We are checking with the vendor to see how they will collect payment and we will get back to you shortly."Following that last correspondence, I have continued to follow-up with Bluefly on 06/13/2022, 09/01/2022, 10/04/2022, and lastly on 01/09/2023. Still they have ignored, refused to refund or return the goods to me. I am owed $218.65.

  Business Response

  Date: 02/02/2023

  Per the vendor who supplied the sunglasses, they received the wrong item back for the return.  They sent item with serial number ********* and the customer sent back their old sunglasses with serial number ********* so the customer intentionally tried to swap his old sunglasses with a new pair in an attempt to get new glasses without paying for them.  And since it was the customer's error, it was their responsibility to provide a shipping label or pay for the return shipping on the incorrect item that was returned but we never received either.  And by the time the shipping issue was resolved, the vendor discarded the old, damaged glasses that were returned. h

   

  The customer still has the brand new sunglasses we sent which so we are unable to provide a refund.  But we would be happy to provide a generous discount on another pair of sunglasses to replace the old ones which the customer no longer wanted.  

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18937105
  
  I am rejecting this response because:
  I had offered to provide a shipping label or pay for the return label. On May 4th, Bluefly Support advised that the return shipping would cost me $5 in which I immediately agreed and asked how can I make that payment. On May 5th, Bluefly responded that they are checking with the vendor on how to collect the payment. Thereafter, I have made numerous attempts to follow-up on 6/13, 9/1, 10/4, and finally 1/9 to no avail or response ultimately. Also, they were swapped by honest mistake as they appear nearly identical; I did not realize I had this style of sunglasses already in my wardrobe and when I did, naturally I grabbed one to return, not realizing it was the old pair. To assume so blatantly that I did so with ill intentions is bad taste and simply unprofessional.

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

  Business Response

  Date: 02/13/2023

  We would be happy to provide a generous discount on another pair of sunglasses to replace the old ones that the vendor discarded since they were damaged and unusable.  

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18937105
  
  I am rejecting this response because:

  The vendor discarded the sunglasses due to Bluefly's poor communication with the vendor and their delay in follow-up.  There was no delay on my part in responding and I was fully willing to pay for the return shipping.  Because of this, I lost a pair of *************** sunglasses and feel that I was cheated $218.65.  
  
  Sincerely,
  
  *****************