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:01/08/2023

  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.

  Purchased two tops from Bluefly on October 26, 2022. Neither one worked out so I called and spoke with a Bluefly rep and they gave me the *** numbers and addresses to send back each top, as they were going to two different addresses. The shipping labels were exactly as the rep told me, with the *** number shown on the outside of the package, along with a receipt inside the package. So they were properly marked. I have proof of delivery for both tops, one was refunded but the second was not. Bluefly is claiming they did not receive the top even though I have proof it was delivered and provided Bluefly with the tracking information. They are claiming because I used my own shipping label they cannot refund me, so how is it that they can refund me for one but not the other?

  Business Response

  Date: 01/12/2023

  Everything the customer stated is completely false and this is just an attempt to portray us negatively because of her failure to follow the instructions we provided to return her items.  We do not offer telephone support so the customer could not have called us and spoken to a representative.  However, we did provide two **** and return labels via email for the customer to send back her items but she neglected to follow the instructions that explicitly stated the items must be returned with the correct RMA and return label or the refund would not be processed.  So by ignoring our instructions and sending the items with her own shipping labels, the returns couldn't be tracked and one item was lost.  And even though the customer was at fault and the second returned item was not located, we still provided her a refund for the item as a courtesy so this complaint should not be a poor reflection upon us.   

   

• Initial Complaint

  Date:12/02/2022

  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.

  Bluefly sold me a pair of counterfeit ****** glasses. I received the item and started wearing the glasses. Within two days they revealed their shoddy quality. I then ordered the exact same pair of glasses from Europe (MyTheresa) and it was immediately apparently how fraudulent the glasses from Bluefly were down to the fake leather, the poor craftsmanship, the fake booklet, there's no serial number etc.

  Business Response

  Date: 12/03/2022

  Bluefly only works with trusted partners and vendors so we only sell genune and authentic items and we stand behind the authenticitty of everything we sell.  And unless the customer is a certified authenticator, her assessment of the authenticity of the item she received is nothing more than her opinion.  

  We also have a 14 day return period so the customer could have returned the item but she never reached out to let us know she had an issue.  Instead, she immediately filed a PayPal dispute without giving us an opportunity to assist her.  And as soon as we learned of the issue, we immediately provided an RMA and prepaid return label so this complaint is without merit and is just an attempt to slander us.  

  Customer service is our #1 priority and we strive to provide the best customer experience but since this customer never contacted us, we were unaware of any issue so this complaint was completely unnecessary and should not reflect poorly on Bluefly.  

• Initial Complaint

  Date:10/15/2022

  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 made a purchase on bluefly 9/2/2022 for a ring. Since I am not sure the ring size, I bought two in different size. I noticed the return shipping fee is $19, so I returned one with my own shipping label. Once bluefly received the return, they still charged me for **** for the return and refuse to refund.

  Business Response

  Date: 10/17/2022

  Our return policy is clearly listed on the website and a copy of the policy was also provided on the *** email the customer received along with the return label we provided.  And our policy clearly states the refurn fees are deducted from the refund so when the return was processed, the refund was issued less the fees which are non refundable unless there was an error on our part.  And since the return was due to the customer ordering the wrong size, the return fee is applicable in accordance with our policy.  Our apologies for any inconvenience.

• Initial Complaint

  Date:10/04/2022

  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 purchased shoes from bluefly.com on:6/8/2022 for $391.27.I didn't care for the shoes so I contacted bluefly.com customer service to return them. Customer service was unhelpful and rude and without actually telling me what they needed they just kept referring me to their "return policy", which is ambiguous. I'm sure they were trying to bide time at my expense.I returned the shoes on 7/6/2022.The *** tracking # is 1z90311A9033993530. The tracking shows the box arriving at bluefly.com facility on Monday 7/11/2022. I've sent messages asking for my money to no avail.It's now 10/4/2022 and i've received NO refund from Bluefly.com.

  Business Response

  Date: 10/18/2022

  Thank you for reaching out to us but this customer is not being truthful.  We tried to process the refund but since she filed a dispute, the refund failed because the account was locked while the bank was conducting their investigation.  But we came to a resolution with them and the refund was processed for the items that were returned, even though they were not returned within the allotted tme frame.  And had she not filed the dispute and let us refund the items in accordance with our policy, the refund would have gone through much sooner.  

  Filing disputes and BBB complaints is never the best way to get a quick and positive resolution because here at Bluefly, customer service is our #1 priority and we always do the best we can to resolve any issues and all customers are treated fairly and with respect.  And if this customer reaches out to her bank, she will see the refund was issued as we promised.  Thank you.

  Customer Answer

  Date: 10/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I finally received my credit from Bluefly, however it is Bluefly who is not being truthful. I'm glad after 3 months I decided to file with the BBB because that was the only way I could get through to them. Their return policy is terrible and I would never buy from them again nor would I recommend them to anyone. 

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

• Initial Complaint

  Date:09/21/2022

  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 ordered womens sneakers from Bluefly and they sent me mens instead. I returned the sneakers immediately, which they received and they are refusing to provide a refund.

  Business Response

  Date: 09/22/2022

  We received the returned item, however, the original shoe box which was included with the order was not returned with the shoes so the refund is on hold until we get the original packaging returned as well.  Per our return policy, "Returns must be in their original, unused, and undamaged condition with all tags attached and all packaging included."  Once we receive the orginal shoe box which was included with the shipment, we will ***** process the refund.  

   

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 18059559
  
  I am rejecting this response because: the box is not part of the purchase, the item with value is the shoes not the box. The box also was damaged upon receipt (smashed and not useable as a box) and this was communicated to the company. The need to send the box was not communicated at the time of purchase or I would have kept the damaged piece of cardboard. The main issue is that the merchant sent the wrong merchandise- mens shoes not womens, lied about this during our communications, and is refusing to refund despite sending the wrong product. I would be willing to accept a $5 reduction in the refund credit for the value of busted cardboard.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/03/2022

  We respectfully disagree as the original shoe box is indeed part of the purchase.  And our return policy clearly states the following: Returns must be in their original, unused, and undamaged condition with all tags attached and all packaging included. Pieces sent back after the return period or without original packaging will not be refunded.  And since the return was not in compliance with our policy, the refund was on hold.  
  
  Also, the vendor who supplied the item and processed the return confirmed the correct size was sent to the customer so there was no error on our part.  But even though the customer did not comply with the return policy, we still issued a full refund to the customer so this complaint is unjust and unwarranted and is not indicative of the level of service provided by Bluefly.  

   

  Customer Answer

  Date: 10/03/2022

   
  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,
  
  *******************************