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:09/07/2022

  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.

  Ive been trying to buy an Ipad with Zulily, they keep blaming their brand partner for the bad service, but since I made my business with Zulily, they should be more responsive. -August 9 I bough a green ipad -It was shipped 2 days after the estimated shipping date -It arrived the wrong color on Aug 20 -I made my claim as soon as I opened the package, never used or even turned on the product -3 days after I receive a message to ship it back, the brand partner would inspect the product and if by that moment they were out of it, they would give me a refund. I clearly said I didnt agree with that, I was not exchanging because I wanted, it was their mistake and they were literally telling me that they would sell an item that is already paid. Also why not just send me the new one with a confirmation of shipping, since the item is brand new and I was changing because of their mistake, not mine. -I spend the entire week waiting for a response -Friday 26 the item arrived at the shipping partner warehouse, I sent an email to ask them to ship my ipad and got no response. -I called and was informed that someone had started a refund process that I didnt agreed to and they still had the item available. Basically someone took decisions about my money without my consent and I was very clear in my emails that I wanted my ipad. -I spoke with a manager and as solution he offered to give me a store credit so I could buy one of the two available. That meant even more wait for me now, but I was clear at this point that I wasnt going to receive the replacement. This is the only person that has offered real solutions instead of condescending emails that say we appreciate your feedback but solve nothing. -I made the second purchase August 26, the event had a shipping date of August 31 Today is September 7 and my item hasnt shipped. -The rest of my message will be in the attachment

  Business Response

  Date: 09/12/2022

  Hello ********,
  
  Thank you for contacting us via the BBB with your concerns about the incorrect iPads received. 
  
  I am so sorry we were not able to get you the item that you originally ordered, it appears there was a miscommunication between us, and our brand partner and they are currently completely out of the color you were wanting.  I am very sorry for this inconvenience.  Please be on the lookout for a return label for the item received.  Once we receive the return you will be refunded for the amount paid toward the item in the amount of $266.80 back to store credit.  If you do not wish for the $247.95 that was refunded for the first order purchased to go back to store credit, please let us know so we can reach out to our finance team in order to revert the amount back to your PayPal account.
  
  
  If you would prefer to keep the iPad that you received we would be happy to give a $50 store credit for a future purchase and you can feel free to hold on to it.
  
  
  If you have any other questions or concerns, please dont hesitate to reach out to us at ********************************** or by phone at **************.
  
  Warm regards,
  Autumn
  Office of the President *****************************************************************************

  Business Response

  Date: 09/12/2022

  Hello BBB,

   

  The customer has submitted a new case as they have received the new shipment of the iPad but it is again not the correct color.  I will address this under complaint 18008474.

   

  Warm regards,

  Autumn

  Office of the President ***************************************************************************************

  Customer Answer

  Date: 09/16/2022

  Complaint: 18008474
  
  It was not a miscommunication, the item was available when I bough it the first time, when they started the most absurd, unfair, slow and ineffective exchange process in history and when I bough it the second time. I was just treated with total disrespect and nobody really cared to help. If you see my evidence, in the moment there was still time to fix it, I was receiving lies to delay it, like when I was sent to look at a new listing instead of the one I bough for. Since the moment I made the purchase, the item was listed at least in 3 different events, please dont even try to make me believe that all those clients that purchased it after me got whatever the warehouse wanted to send them instead of what they bough, that is very hard to believe. As a client, one of the most infuriating things is seeing a company trying to take one for a fool, coming up with every excuse underestimating the clients intelligence, memory, or their ability to even think and get to reasonable conclusions. Saying it was just a miscommunication with the provider is a lie and a total lack of accountability, because if that was true, you would have notice back in August 9 that the item wasnt available and not post it over and over for sale. I hate being lied to and doesnt look good in business. 
  
  I already told ****** that I will keep this, I need an Ipad anyway. However I asked for that $50 to be credited to my second payment that is due next week and she said is not possible. I dont see how is not possible and after so many lies, I feel Im once again receiving the response of minimum effort. Zulily is trying to solve this to your convenience, because that credit would make me go again and purchase something. I was the one affected here and being constantly disrespected and lied to, applying that credit to the next payment is the minimum you can do to amend a little the damage. Anyway after so many years as a client,  I guess like a decade, I already unsubscribed from Zulily because I wont make even one more purchase and I will make this public to save a few clients from being taken advantage of them. 
  
  That last solution offered of shipping the right one while the client still has what they need or at least save the paid item for that client, that should have been the first solution back at the beginning of August, I dont understand what was the win for this company doing the minimum effort and mistreating me as a client over and over. 
  
  i now want that 50 credit to my last payment, there is no logical excuse you can give me to not be able to do it that wont sound like a lie. 
  
  Sincerely,
  
  
  *******************************

• Initial Complaint

  Date:08/29/2022

  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 merchant sold me a faulty piece of equipment. And will not return funds or exchange for this product. This merchant is unwilling to resolve the issue without third party intervention.

  Business Response

  Date: 08/30/2022

  Hello ******,
  
  Thank you for contacting us via the BBB about your faulty merchandise. 
  
  If this is in concern to the iPad that you received, I do see that we have provided a return label in order to return the item on August 22nd and the label has not yet been utilized.  Once the item is returned, we will be happy to refund you.  If you did not receive the label from **** please let us know and we will be happy to get that resent to you.  Please reply to the original email thread for further assistance.
  
  Warm regards,
  Autumn
  Office of the President *************************************************************************************

• Initial Complaint

  Date:08/29/2022

  Type:Order 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 dress the first week of August it was for a wedding the wedding is over and no dress, I keep getting messages about the missing dress I asked stop the order and I keep getting messages it is still on the way. I dont need the dress now please stop the order and credit my credit card

  Business Response

  Date: 08/30/2022

  Hello ********,
  
  
  Thank you for contacting us via the BBB about your concerns with the shipping time frame for order 738003090.
  
  
  I am so sorry that the item did not arrive in time for your event.  Unfortunately, I was unable to locate any requests within our system for cancellation of the order, so the item has shipped.  The lead time for this item is a bit longer than some of the items on our site as this is coming from our fulfillment center in *****.  Please note under each item on our site we do list the estimated shipping time and this one did have a note about Long Lead that ships in 3-4 weeks from the time of purchase.
  
  
  At this time, we are not able to stop the shipping process for the item, however, when the item does arrive if you no longer wish to keep it, please contact us and we will set you up for a free return and a refund back to your original method of payment.  I am so sorry for the confusion.  You can contact us by email at ********************************** or by phone at **************.
  
  
  Warm regards,
  Autumn
  Office of the President *****************************************************************************

• Initial Complaint

  Date:08/26/2022

  Type:Billing 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.

  In July received a fraud alert from Navy ******************** about Zulily making unauthorized charges. I have tried for two months to get assistance. I called in July was transferred a couple of time with rude customer service ********** rep advised me to send email to support. I was jerked around for two weeks with bots that requested me to send same information ten times. Told month ago someone would call. I sent two fax messages this month no response. My account was set up with **** of America card for two orders. My **** of America card was charged in May and June. ***** tried to charge me again on Navy card that was not authorized. Reason Navy sent me three fraud alerts and blocked the card.

  Business Response

  Date: 08/29/2022

  Hello ******,

  
  
  Thank you for contacting Zulily with your concerns about transactions on your Zulily account.
  
  I have looked into this matter very closely and I have found that the smart payments for order ********** were updated on the customer side to the new card you are reporting.  This transaction occurred on 6/20/2022.  We are not able to update to a payment method that is not already saved on your Zulily account, and the card transaction does show that it was initiated on your end.  We were unsuccessful in taking payment at that time, so we did continue to try and collect payment on this overdue balance.  This information can be found in the terms of our smart payments.
  
  (c) Modifications.
  
  If you need to change your method of payment so that a future Smart-pay will be charged to a different payment card or method than the one you used at checkout, you must update your payment method within My Orders at zulily.com or by calling Zulily customer service. If your payment method is declined when we try to charge it for one of the payments after the first Smart-pay, we reserve the right to charge that payment method or any credit card we have on file in your Zulily account to pay for the declined payment up to 120 days after the date the payment was declined. If you fail to make a Smart-pay when required, Zulily may take action to collect on your account either directly or through a third party. Zulily reserves the right to apply a credit balance in your account toward the unpaid balance of any Smart-pays you have failed to make when required.
  
  In order to bring your account up to date please verify with your financial institution that these funds are not fraudulent or choose a different payment method.  If you need assistance updating the payment method please contact us by phone at **************.

   

  Warm regards,

  Autumn

  Office of the President ***************************************************************************************

• Initial Complaint

  Date:08/24/2022

  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 purchased a hand***, advertised as an authentic Celine *** on the website, from Zulily in February of 2017, jpg of receipt attached. Four years later, when I tried to sell the *** to a reseller (Fashionphile), they returned it to me and said their in-house authenticator deemed the *** was not authentic, PDF of email attached. I tried to get a second opinion from another reseller (The *********************** who used a different authenticator (Entrupy) and they said the same thing, the *** is not authentic. I paid for the Entrupy Letter of Evidence (PDF attached) indicating that this *** cannot be authenticated. I sent all of these, the receipt, the Fashionphile email, and the Entrupy report to Zulily's customer service. I indicated more than once that I am not simply trying to return a product that I'm unhappy with past their 30-day return policy, I am trying to get my money back from a company who sold me a counterfeit ***. Their customer service would promise to escalate my inquiry, even asked for more photos, but days would pass and I would check in only to find they've ignored my previous inquiry, sent me to a new agent, and made me repeat the whole process all over again, with no intention of resolving the issue. Almost a month has passed, and I do not believe their company intends on resolving this issue. The email correspondence is also attached.

  Business Response

  Date: 08/30/2022

  Hello ********,

   

  Thank you for contacting us via the BBB about your authenticity concerns.

   

  Your concerns have been addressed and you will receive an email shortly with our conclusion.

   

  Warm regards,

  Autumn

  Office of the President ***************************************************************************************

• Initial Complaint

  Date:08/24/2022

  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.

  Made an order August 16th, 2022. Was set to be delivered on August 20th, **** claims its delivered but I was home all day and 100% wasn't. Its been 5 days and **** refuses to do anything and Zulily refuses to even consider it for 10 or more days. I paid $51.57 for items I have not received but being refused customer service and or a refund so I can afford to find it elsewhere. If no one has admitted to having my package after this long, they aren't going to... this is c*** treatment for having spent as much as I did.

  Business Response

  Date: 08/25/2022

  Thank you for contacting us via BBB
  
  
  We are so sorry to hear that your order has not arrived as indicated on the tracking. This is never the experience we hope to provide our customers.
  
  Unfortunately, to allow the carrier additional time to correct any mistakes with a delivery that could have delayed your package we are not able to take action to resolve this matter for you until **** business days have passed from the delivery date. Please visit our Terms & Conditions for complete details at www.zulily.com/terms-conditions.
  
  We deeply apologize for this inconvenience, and we ask that you contact us back on or after 8/29/2022 if you have still not received your items. You can email us at ********************************** or feel free to call us at ************ so we can make things right for you.
  
  
  If you have any other questions or concerns, please feel free to contact us at ********************************** or **************.
  
  
  
  Warm regards,
  
  *******
  Office of the President *********
  Zulily.com
  **********************************Tell us why here...

• Initial Complaint

  Date:08/09/2022

  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.

  I purchased a White ****** Candel Warmer Lantern on 7/28/22 Order # ********** On 8/3/22 was informed items was deliverd to my house. Called on 8/3/22, when I got home, stating I did not receive the item and it was not delivered. **************** guy told me I had to give it a day or two because sometimes the postal service will maker it delivered and not deliver it for a day or two.Called 8/5/22, spoke to another customer service agent because item was still not delivered, very rude lady I spoke to, asked to speak to a manager and tried to get a refund. Both refused to give me a refund stating I have to wait 7 days from the date marked delivered before I could get a refund Called 8/6/22, again customer service refused to provide me with a refund, 7 days after it was stated delivered, that I had to wait until 8/12/22 because it was **** business days I had to wait Keep getting different statements and not able to get a refund, to my credit card, like I have requested for an item they took money from me on but did NOT deliver.

  Business Response

  Date: 08/10/2022

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

  
  
  Thank you for contacting us via the BBB with your concerns about the delivery of the item on order #**********.  

  
  I am so sorry you have not received your item even though tracking states it was delivered.  In this circumstance, our customer service team has given you the correct information.  We are required to wait **** business days for the package to arrive as oftentimes we find that it was incorrectly marked as delivered or may have been misdelivered to a nearby neighbor and this will be rectified.  I do highly recommend contacting the carrier and requesting that they investigate the delivery of the package to make sure that the carrier delivered the item to the proper location.  Please give us a call back on 8/12/2022 if the package has not been delivered and we will be happy to assist with a refund or reshipment at that time.  You can contact customer service at **************.  If you prefer to email ** you may do so at **********************************.

  
  
  Warm regards,
  Autumn
  Office of the President *****************************************************************************************

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17691814
  
  I am rejecting this response because: I already contacted the carrier and they couldnt give me anything. I have a ring camera and am able to see when something is delivered. I have not had any other issues with packages being delivered from Amazon or other sites. I see several complaints against Zulily on packages not being received. I shouldnt have to wait longer to get my money back. I want reimbursed for the item they charged me for and I didnt receive. At this point, for all the time I am wasting for trying to get reimbursed should be also sent back to my card. Plus the ignorant customer service reps. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/18/2022

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

   

  I see that you did contact us back on the 13th and we have gone ahead and refunded the item as well as the shipping cost for you as the item never ended up arriving.  I'm so sorry you did not receive your purchase, but please note that it is our policy to wait the **** business days before refunding for items that state delivered but were not received.

   

  Warm regards,

  Autumn

  Office of the President **********************************************