ComplaintsforBluefly.com, LLC

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered sneakers for my daughter for Christmas on 11/11/21 and paid $99 for them at the time that I ordered them. It is now 12/8 and the sneakers have not been shipped and I'm concerned that I will not receive them in time for Christmas. The phone number for the business is out of service. I would like my money returned so that I can order shoes from a reputable company. ORDER XXXXXXXXX

  Business response

  12/09/2021

  Consumer Response /* (2000, 5, 2021/12/09) */ I have heard back from the company who said that they would help me. Please cancel my complaint! Thank you, **** ********

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for a pair of burberry classes for 119.00 (Order XXXXXXXXX) on 10/8/21 and contacted them to request a return on 10/20/21 which they agreed to and sent my a shipping label, tracking number XXXXXXXXXXXXXXXXXXXXXX. The item was shipped, but Bluefly said that something went wrong with the delivery; however, they will not tell me what happened. On the usps tracking it said that they never scheduled a return delivery attempt. I have sent numerous emails and even called their headquarters, but I have not received a refund. Now the customer service dept is emailing me telling me that the item is being sent back to me and I will have to start the process all over. I asked for a corrected return label or how they were going to correct this issue with not scheduling deliveries and they have not responded. I have also asked for a supervisor multiple times and they have not been able to provide the contact information for a supervisor.

  Business response

  12/15/2021

  Business Response /* (1000, 8, 2021/12/15) */ This is another unjustified complaint by a customer who refused to be patient and allow the return to be processed as we advised it would. Her return was delayed in getting back to the vendor's warehouse which is why the refund was in a pending status. But as we promised, the refund was issued within 5 business days from when the vendor actually received the package and her refund has already been processed so this is just another attempt to make us look bad when we have done nothing wrong. Customer service is our #1 priority and we take pride in providing the best service possible to all our customers. So the best way to get a positive resolution is to reach out directly to us instead of filing a dispute or complaint because we always have our customers best interest at heart. Consumer Response /* (2000, 10, 2021/12/15) */ Hello, The company sent me a refund, you can close the complaint. Thank you, ***** ***** Peterman ******, M.A., BCB, BCN

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  11/6/2021: Ordered 3 dresses from Bluefly and it cost $387.86; scheduled delivery 11/14/2021 11/14/2021: Fedex tracking showed it was delivered at 2:12pm. My husband was home and we did not receive it. 11/15/2021: I sent an email to Bluefly Customer Support to advise that package did not arrive and was told to contact Fedex myself to check on the issue. I contacted Fedex and was advised that it was sent through Smartpost and the sender had to follow-up. I reached back out to Bluefly Customer Support and they said to wait 7 days from confirmed delivery date and then reach out to them to file a claim. 11/21/2021: Reached out again to advise that I still had not received the package and asked that the items I ordered by shipped out again to me or a refund provided. Was told that the package was properly delivered to my address but they will ask the vendor to file a claim on my behalf. What vendor? I bought from Bluefly. Have they outsourced their customer support?

  Business response

  12/10/2021

  Consumer Response /* (2000, 6, 2021/11/29) */ Bluefly has refunded my order and this issue is resolved

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  in April 2021, I ordered a pair of Valentino rockstud wedge sandals in pink. paid 446.50 in a size 37, when they came it was size 38. I returned them.The same exact shoe in the color Poudre became available. I ordered them May 17, 2021. I paid 617.50. I contacted bluefly and they gave me 75 off for the whole Mix up with the size. essentially came to 542.50. Just this month I realized the shoes that were in the second order weren't poudre as they were supposed to be. Instead they were pink, the same exact shoes from my original order in which I had to return because they sent me the wrong size. I contacted blue fly to let them know they wrong shoes were in the box and they were the same shoes from my first order. I sent them pictures and they wouldn't do anything. They kept telling me it was the same shoes. I have a poudre Valentino bag in which I sent them a picture to compare the shoes to the bag so they can see it wasn't the color. I'm asking for the $100 difference I should get

  Business response

  11/10/2021

  Business Response /* (1000, 8, 2021/09/28) */ This customer is reaching out 5 months after she received her order and is claiming the wrong item was sent but our partner vendor who shipped the order was able to confirm the item order is the item that was sent to the customer. They advised "I see that this order is the correct item. Let the customer know, due to screen settings and lighting at the time the photo is taken, the actual color of the item may vary." Customer service is our #1 priority at Bluefly and we are always happy to work with a customer when there is an issue but we can not be subject to the intimidation tactics of a BBB complaint. The BBB can do nothing to assist with a customer service issue so the best way to achieve a positive resolution is to work directly with us. And in this case, we refunded the customer $75 as a courtesy for the previous error so no further concession can be made since the price paid with the partial refund we gave her was well below the actual sale price. Consumer Response /* (3000, 10, 2021/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was charged more for a pair of shoes that I originally ordered and were placed in the wrong box. The colors don't vary because of the picture, you can even see the sole of the shoe for the color on the box was black but the shoes I received had a gray sole. These were the shoes I should have received in my first order which was 100 dollar less (after the discount the gave me originally which was due to the mess up they did with sending me the wrong size). How could a company put one pair of shoes in the wrong box in an effort to charge more. They weren't helping me at all when I reached out to raise this issue and just kept telling me what's the big deal it's just a different color. Yea it is, but you charge me more for something I didn't receive. They weren't happy that I filed this claim and basically wouldn't work with me because of it . Terrible company!!!! Bad business deals, fraud!! Business Response /* (4000, 12, 2021/10/06) */ Thank you for your feedback and our apologies but not only did you receive the correct color shoes, you also received an additional discount as a courtesy. So with the discount you paid much less than the actual sale price. We also offer a money back guarantee so if you were unhappy with your purchase, you could have returned it for a FULL refund within the return period. But unfortunately since you waited 5 months to file a dispute, we are unable to offer a refund at this time. And again, customer service is our #1 priority and we are always happy to work with a customer when there is an issue. So if there is a dispute, it is always better to work with us directly to achieve a positive outcome. Consumer Response /* (4200, 14, 2021/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) You are a complete liar! The box said one color and what was in the box is something else. You can google the color the box claimed to be and the sole of the shoe and the actual leather is a total different color. You can see this on any site that sells Valentino. That is complete fraud!!!!!!!! The box said it was poudre but you sent me pink shoes in a poudre box and charged me more. If you sent me the right shoes from my first order that I now received in my second order and charged me more for we wouldn't be here. Also you threatened not to work with me since I filed a complaint, great job Bluefly!!!!!! Terrible!!!! Complaint Response Date bumped because: Federal Holiday Business Response /* (4000, 16, 2021/10/12) */ Thank you for your feedback but we have been truthful with you and went above and beyond by providing you a discount for the incorrect size being sent on your original order and we applied that to your purchase of a more expensive replacement item as a courtesy. We also offered a money back guarantee so if you were unhappy with your purchase, you could have returned it for a FULL refund within the return period. But unfortunately since you waited 5 months to file a dispute, we are unable to offer a refund at this time, especially considering we did nothing wrong. And again, customer service is our #1 priority and we are always happy to work with a customer when there is an issue. So if there is a dispute, it is always better to work with us directly to achieve a positive outcome because the BBB can not assist in any way with getting a refund issued. Business Response /* (4000, 24, 2021/11/09) */ Our apologies but we did everything we could to accommodate this customer and we went above and beyond by providing her a discount for the incorrect size being sent on her original order and we applied that to her purchase of a more expensive replacement item as a courtesy. We also offered a money back guarantee so if she was not satisfied with her purchase she could have returned it for a FULL refund within the return period. Customer service is our #1 priority and we are always happy to work with a customer when there is an issue. So if there is a dispute, it is always better to work with us directly to achieve a positive outcome because the BBB can not assist in any way with getting a refund issued. Consumer Response /* (4200, 26, 2021/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) It wasn't a more expensive item you lied and sent it in the wrong box so do not go there. Good bye to this terrible business

• Initial Complaint

  09/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BlueFly.com is not a reputable online retailer. This was my first time shopping there. On August 20, 2021, I purchased a ******************************* bag for $579.99. On the day it was delivered, August 26, 2021, the bag never appeared. According to the third party delivery tracker app Shop, the bag was never delivered into my neighborhood. It was signed by ******************* according to the proof of delivery through the ***** tracking number; there is no one in my household with that name. BlueFly's customer support wanted a police report from me in order for a refund to be processed. The local authorities have said that this was one big scam BlueFly was conducting. They also said that online retailers cannot demand a police report in order for a refund to be processed over a missing package. I then filed a claim dispute with my bank over this purchase. The next day, BlueFly sent me a nasty email about the chargeback and used intimidation tactics such as delaying my refund and suspending my account.

  Business response

  09/09/2021

  As one of the largest online retailers of luxury apparel and fashion items, Bluefly is most definitely a reputable online retailer and we were happy to assist you with your issue but you refused to work with **. And we sincerely apologize for this issue but due to ***** confirming the package was delivered to your address and signed for by someone at that residence, our vendor requires a police report to file a claim because of the value of the item. And the reason the police report is required is not because the package was missing, it is required because the package was delivered and signed for which indicates it was stolen.
  
  And by the customers own admission, she stated she believed the package was stolen, in which case the theft has to be reported to the local authorities so it is unfair to slander ** with an accusation that we are trying to scam her. On the contrary, we advised that once a copy of the police report was provided to **, we could assist her but she refused to comply. Customer satisfaction is important to ** and we were more than happy to work towards a positive resolution but rather than allowing ** to work with her, she chose to post a complaint with the BBB and completely disregarded our assistance.

  Customer response

  09/17/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is the last email I received from Bluefly the day after filing a claim dispute through my bank:
  
  "We have just been informed that you opened a chargeback against **? Why would you file a dispute when we have been trying to assist you? Regardless, you have just delayed the potential refund by up to 90 days because of your impatience. And since you chose to penalize ** with a dispute, your Bluefly account is being revoked and you will never be allowed to purchase from ** again."
  
  I do not think this email with an aggressive and intimidating tone makes Bluefly sound like a reputable online luxury retailer. This came off as highly unprofessional and an indication of poor customer service. From the way they have also responded to my BBB claim, they are even misconstruing my words around to make it look as if they were trying to help me out in anyway they can. However, that is not true when they are only offering me one solution, in which was not attainable by any means, as well as withholding my refund. Usually if I have a delivery issue with the merchant, I would call the merchant directly who would then reach out to their delivery carrier to resolve this issue. Bluefly is only using the proof of delivery as their receipt. They've only insisted on obtaining a police report, in which I felt they knew I was never going to get. It also does not help that there is no direct phone line to their customer service department nor do I have the name of the representative from Bluefly who was replying to my emails. I have never encountered a situation such as this with any online retailer where it felt impossible to be helped.
  
  It is very clear with the evidence I've submitted that the package has never reached my house as it was "delivered" to a different neighborhood and "signed" by someone else. Both my local authorities and my bank have even said that this situation seemed too fishy for them. Under the **** it is my right as a consumer to dispute a charge towards an item that I have never received.
  
  It's been almost a month dealing with this situation. My bag still has never showed up nor have I received a refund for the inconvenience this has brought me. Bluefly is putting up a huge front when they're really just adding on to their reputation of being a dishonest online retailer with bad business practices. There are one too many similar incidents such as mine all over the internet. Besides trying to get my refund, I am making this claim on BBB so no one ever has to deal with Bluefly nor shop from their website.

  Business response

  10/06/2021

  Thank you for your feedback and our apologies for your dissatisfaction. Unfortunately you made a false claim that your high value order was never delivered to your address, however, ***** has confirmation it was indeed delivered.
  
  And due to the value of the package, we kindly requested you file a police report because if you did not receive the package, someone else pretending to be you received it and that is a crime. There is nothing fishy about packages being stolen from a residence and is it the duty of the local authorities to take the reporting of a crime seriously so there was no reason you couldn't have complied with the request to file a report.
  
  And once we requested you speak to the police about the package you claimed was missing, you ceased communication with ** and opted to filed a chargeback which is highly suspicious behavior and a strong indication of fraud being committed in an attempt to receive merchandise without being responsible for payment.
  
  We were working towards a positive resolution because we stand behind our reputation of always providing the best service possible so had you provided the police report as requested, a claim could have been filed and a refund promptly issued.
  

  Customer response

  10/11/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am not the one at fault here. Bluefly is. Don't try to turn this situation around on me when it's clearly obvious this has happened to many people. If you say you are an online luxury retailer, have the decency to help out customers when things go wrong. Don't try to make it a thousand times harder than it already is. BlueFly's lack of professionalism is strongly evident through these responses, especially when they are trying to make the customer out to be the fraud. I have already submitted evidence that it was never delivered and signed by someone who doesn't exist I my house. Also, I didn't cease communication with them; they ceased communication with me after I filed the chargeback, in which they closed my account and delayed my refund. It is my right as a consumer to file a chargeback for an item that was never received even to this day. It has been nearly two months, and there is still no resolution. I don't know what type of reputation BlueFly keeps speaking of because there is nothing positive about them. If there are so many complaints with situations like mine out there on the internet even if BBB makes this particular complaint public, then this just adds on to the bad reputation BlueFly already has. It's been an overall bad experience dealing with them and their customer service, if they have any.

  Business response

  04/17/2023

  Thank you for your feedback and our apologies for the issue with your order but the tracking confirmed the package was properly delivered to your address.  And the reason a police report was required is because you claim the package was missing, which would indicate it was stolen, hence the request for a police report.  

  Business response

  05/03/2023

  
  Thank you again for your feedback but the only scam here is the one you attempted by trying to get an item for free. We provided irrefutable proof the item was delivered to you and you still chose to file a chargeback but the bank did an investigation and determined you were not truthful and denied your claim.  

  
  Bluefly is a reputable company and customer service is our #1 priority and we would not jeopardize our reputation by trying to scam anyone.  And we apologize you are unhappy with your experience with ** but we have done nothing wrong and your accusations have been proven to be false so it is not fair to judge our service by someone who is attempting to commit fraud against **.  
  

• Initial Complaint

  08/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 19th, 2021 is when I ordered his and hers Moschino robes for my friend & her husband for a little wedding gift...the wedding is XX-XX-XX AND STILL NO PACKAGE!! I have notified them via email & they keep telling me that they're checking the warehouse and once their warehouse receives pkg they will refund me...WHAT DOES ALL THIS HAVE TO DO WITH ME?????? After my 5th email asking where the items are, the lady replied they don't have them but yet I received an email 3 minutes later saying my pkg is being shipped!!! I CANNOT MAKE THIS UP!!! I emailed them again and again and there is NEVER any correspondence from them unless I email them. This has to be a bogus company, it's really not that hard, customer orders, customer pays COMPANY SHIPS ITEMS THAT ARE BOUGHT & PAID FOR!!!!!!!! This is thee worst company!

  Business response

  11/05/2021

  Business Response /* (1000, 5, 2021/08/09) */ Thank you for bringing this to our attention. We assure you that Bluefly is indeed a legitimate company and we do our best to make sure customers are satisfied with their purchases. But this customer has sent several impolite emails regarding a return and refund but the refund has already been provided to the customer so it is unclear why they chose to come here to post a negative review and demand a refund. And since we already provided them with a refund, there is nothing more we can do since they already received their money back.

• Initial Complaint

  06/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a pair of shoes approximately December 18, 2020, and received them December 24, 2020. However they were the wrong size. I went to the BlueFly website to initiate a return. The address they gave me was incomplete so I contacted Customer Service through email and they also sent me by email a different address with missing address information. They did not follow up to my emails asking for a complete address. I checked the packing slip with a phone number to call and I got a hold of Josh of customer service at Area Trend.com who gave me a return address in a different state than the one Bluefly sent me. I returned the shoes and never received a refund as of today, six months later. I contacted my Visa at US Bank who was to send me a refund after filling out paper work Case number DXXXXXXXXXXXX. I received a letter saying the case is closed because it's past the 30 days despite I faxed the information within the 30 days. Area Trend could not get a hold of Bluefly either.

  Business response

  08/02/2021

  Business Response /* (1000, 5, 2021/07/06) */ We sincerely apologize but this customer never reached out to us nor did we receive an email letting us know there was an issue. And our 'contact us' page has the information to reach us and it is accurate so there was no reason the customer couldn't reach us. The customer could also have submitted a return request from the order in their customer account but we have no record of a return request. And it is unclear why the customer reached out to a different company to return our product and we also checked with the customer's bank but there was no dispute that was filed and no record of the customer reaching out to them about an error or a refund. And since we never received the returned item and were never notified of an issue, there was no refund to be issued. But if the customer is able to retrieve the item that was returned in error and properly return it to us, we would gladly process a refund. Consumer Response /* (3000, 7, 2021/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted Bluefly Customer Service and they sent an incomplete return address using the return request. I asked CS again for a complete return address and there was no response. I found a phone number on the shipping papers and called that number. So that is two incomplete addresses, and no response from customer service for a complete address, and both addresses were different, and one was a house. I used the phone number printed on their shipping papers so how can they question why I used that number? They gave me a return address in Ohio, the first two addresses were in Florida. I contacted my bank US Bank to file a charge back and they took all my information. US Bank initially did a charge back then canceled it saying we missed the 30 day return, but that is not true. Now they want call logs when we called this other company. The shoes have been returned to the Ohio address given to me within the 30 days with the print out address. I received an email last week that the amount has been refunded but I called US bank and they say it hasn't been refunded. Bluefly has the shoes and they play games with this refund process giving incomplete addresses. They don't even know the other company printed on their own shipping papers for return! Blue fly is giving me the run around hoping I will give up. I want a refund back to my card immediately. Business Response /* (4000, 11, 2021/07/20) */ Thank you for the opportunity to provide a response. And our sincere apologies but again, this customer never reached out to us nor did we receive an email letting us know there was an issue. And as previously stated, our 'contact us' page has the information to reach us and it is accurate so there was no reason the customer contact us to address the issue. We would be happy to work with the customer directly to resolve this issue but since we never received the returned item and were never notified of an issue, there was no refund to be issued. So if the customer is able to retrieve the item that was returned in error and properly return it to us, we would gladly process 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. ↩