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:02/27/2025

  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 bought 6 items of clothing from bluefly and 5 of them came in a size that was different from what I ordered. Bluefly refuses to correct their mistake unless I ship the wrongly sent items back to them and they refuse to offer compensation for my time and labor. Why should I do the work to ship the wrong items back to them for free when they made a mistake on their end and shipped me the wrong items? This is completely unacceptable and I want my money back.

  Business Response

  Date: 02/28/2025

  Thanks for reaching out and letting us know about your concerns.  We absolutely want to help, but since youve chosen to stay anonymous and didnt include an order number or any other details, its tough for us to look into this further.  If you can provide an order number or any info that helps us track down your order, well be able to get things sorted out for you right away.
  
  We completely get how frustrating it can be to receive the wrong items, and we apologize for any inconvenience this has caused.  We do our best to avoid errors, but sometimes they happen, and we apologize this one slipped through.
  
  Typically, when an order issue like this occurs, we ask that the incorrect items be returned so we can issue a refund. Its all part of our return policy, which is designed to make sure everything gets resolved as smoothly as possible. While we cant offer compensation for time or effort, our main goal is to fix the product issue as quickly as we can.
  
  Once we have the details we need to verify your order, well be happy to help you with the return and get everything straightened out. We really appreciate your patience and hope to make this right for you.
  
  Looking forward to hearing from you!
  

  Customer Answer

  Date: 03/02/2025

   
  Complaint: 23000862
  
  I am rejecting this response because I'm providing more information to Bluefly.com.

  The order numbers containing the wrong items are 543434139 and *********. I just checked again and out of 8 items of clothing across both orders, 6 came in the wrong size. I attached pictures of the wrong items as proof. I ordered size 4 for them and they came in size 3. I can understand mistakes happen but 6 out of 8 wrong items is ridiculous. Not only did I not get the items I ordered, now I'm asked to do the work to return the wrong items for free. It is unacceptable to waste my time to correct an error made by Bluefly. Initially, I was willing to return the wrong items for compensation but Bluefly wasn't willing to offer that. I have wasted enough of my time already so I'm offering 2 final proposals to resolve this mistake made by Bluefly.

  1) I don't have to waste my time returning the items AND I get a full refund for all the wrong items. In return, I will resolve my complaint with BBB and not write any more bad reviews of Bluefly.com.

  2) If Bluefly insists on forcing me to waste my time to return the items, then I'll do that to get a full refund BUT I will not resolve my complaint with BBB and I will write bad but honest reviews of Bluefly on sites such as Trustpilot and others to warn people about Bluefly's bad customer service policies so they don't have to go through the horrible experience that I unfortunately had to experience with Bluefly.

  Business Response

  Date: 03/03/2025

   We sincerely apologize for the error and understand the frustration this has caused.  After investigating the issue, we found that the incorrect sizes were due to an error by the vendor who supplied the items. We rely on our vendors to deliver products in the correct sizes and specifications, and when issues arise, we work closely with them to prevent future occurrences. That being said, we recognize that receiving incorrect items is disappointing, and we are committed to resolving this matter fairly.

  We have already communicated with *** ** and outlined the steps for returning the incorrect items. Bluefly covers the return shipping costs for items sent in error, and we are fully prepared to assist with the return process. While we are unable to issue a refund without the return of the items in their original condition, we will ensure that the return is processed as smoothly and efficiently as possible to minimize inconvenience.
  
  Regarding *** **s proposals:
  
  Refund Without Return: We understand that *** ** wishes to avoid returning the items, but we cannot offer a refund without receiving the items back. Our return policy is standard for all customers, and we are unable to make exceptions and it is not a reasonable or fair business practice to request a refund for goods not returned.
  
  Return with Full Refund: If *** ** is willing to proceed with the return, we will ensure the process is as easy as possible. Bluefly will cover the return shipping costs, and we will issue a full refund for the items once they are received in their original, unworn condition.
  
  We also want to address *** **s request for compensation for her time in returning the items. While we understand her frustration, we feel that requesting compensation in exchange for completing the return process is not a reasonable request, especially since the issue was due to human error, and we are actively working to correct the mistake. As a company, we are committed to resolving customer concerns fairly and efficiently, and we kindly ask for her cooperation in following the standard return procedures so we can resolve this matter as quickly as possible.
  
  We strongly believe that the best way to resolve this issue is through adherence to our established policies, which are in place to ensure fairness and consistency for all of our customers. We remain committed to working with *** ** to resolve this matter through the return process.
  
  Thank you for your time and attention to this matter. We look forward to resolving this issue fairly and promptly.

  
  

  Customer Answer

  Date: 03/09/2025

   
  Complaint: 23000862
  
  I am rejecting this response because your company has not resolved this issue to my satisfaction. That being said, I will follow the return procedure to return the wrong items because I want my money back. I will not forgive your company for wasting my time to correct a mistake cause by your company's incompetence. I will not resolve this complaint and I will leave reviews on other sites such as Trustpilot to warn others about how bad your company is so they don't get screwed over like I did.

  ****** and ****** had sent me the wrong items before and they never asked me to return them. They just promptly reshipped the correct items free of any additional charge. Bed Bath and Beyond had incorrectly shipped me a $300 microwave but they offered me $60 compensation to send it back, which I thought was fair compensation for my time and labor. These are examples of good customer service policies. Your company's customer service policies are bad. I will never do business with your company again.

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:01/17/2025

  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.

  Hello I ordered a pair of boots from this shady company Bluefly. Somehow the computer grabbed the wrong shipping address but right billing address which I saw during the confirmation. I emailed them ONE MINUTE later and they said they would not correct it. I also contacted ***** and they said the address could easily be changed by Bluefly but they would not. So I got a picture of the boots being delivered to a place in ******* that looks like an abandoned building -and I live in ** so ****** not my house.I have the picture that proves it was sent to wrong address.This is unacceptable. i am not paying for something I didn't get since this company is incompetnent and should not be in busines. Can someone please please please help me?******* ******* ************

  Customer Answer

  Date: 01/17/2025

  Attached are the emails showing that I replied to the wrong confirmation a minute after the confirm was wrong. Clearly I do not live in ******* and the picture shows that it was delivered to an abandoned building. 
  this company is a joke with customer service and should not be in business if they can't handle an issue that was reported immediately. They are also shady since there is no way to call them. I am more than happy to share this information on social media and everywhere else possible if they refuse to correct their mistake. What awful customer service and support. The general public should know never to order from this non customer centric company. They are a disgrace and the public should know that so others don't make the mistake of doing business with them. 

  Business Response

  Date: 01/17/2025

  Thank you for bringing your concerns to our attention via the BBB. We apologize for the frustration you've experienced with your recent order, and we sincerely understand how upsetting this situation has been for you.

  After carefully reviewing your complaint and order details, we want to clarify that the shipping address entered for your order was provided by you at the time of checkout. Our system does not have access to personal information beyond what is provided during the order process, so it would have been impossible for us to input an incorrect shipping address or change it without your knowledge or authorization.

  We also acknowledge your communication with ***** regarding the address change. While ***** may allow address changes under certain circumstances, our shipping contract specifically prohibits any address changes once an order has shipped, particularly due to the high-value nature of the items we sell. This policy is in place to prevent potential fraud and ensure the security of our shipments. Therefore, we were unable to accommodate your request for an address change after the order was processed.

  We understand the situation is frustrating, especially given that the item was delivered to an address in *******. If this is not the address you intended, we recommend reaching out to the recipient at that address or working with them to retrieve the package, if possible. Should this not be feasible, we would be happy to assist with initiating a return once the item is received. We can provide you with a Return Merchandise Authorization (RMA) number and a prepaid return label to facilitate the return process.

  We sincerely apologize for the inconvenience caused and appreciate your understanding. Please dont hesitate to reach out if youd like to proceed with a return or if theres anything else we can do to assist you further.

  
  

  Customer Answer

  Date: 01/21/2025

  I have more emails but this form said too large. I ordered an item that pulled the wrong shipping address from my computer. One minute after I saw the confirmation I reached out to this shady merchant and they refused to correct this. I called ***** and they said the merchant had 5 days to correct. Their response is ridiculous since where it was sent is an old address so clearly I can't get the item from anyone. Once I looked online I saw the many complaints about this business. I will not let this go so really appreciate your help. ******* ************ 

  Business Response

  Date: 01/21/2025

  Thank you for your continued communication. We sincerely apologize for the frustration and confusion this situation has caused. We understand your concerns, and we genuinely regret that you had this experience with your recent order.

  
  After reviewing the details of your complaint and the attached emails, we want to clarify that we do take every step to ensure the accuracy of all order information. Based on the information provided during checkout, the shipping address entered was recorded as it appeared. While we understand that you reached out to us shortly after placing the order, our system does not allow for changes once an order has been processed and the shipping label generated, as indicated in our policy.

  
  We fully acknowledge your frustration with the delivery of the boots to an address that you do not recognize, and we understand how upsetting this must be. We want to assist you as best as possible in resolving this matter. Since the item was delivered to the incorrect address, we suggest that you contact the local recipient or property owner to retrieve the package, should it be feasible. If that is not possible, please reach out to us, and we will gladly initiate a return once the item is in your possession, providing you with a return label and assistance through the process.

  
  We understand your concerns regarding our customer service and apologize for any perceived lack of accessibility. We value all of our customers and aim to provide the best support possible through the channels available. Please know that we are here to assist you, and we hope to find a solution that is both fair and satisfactory.

   

  We appreciate your feedback and hope we can work together to resolve this matter.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22826168
  
  I am rejecting this response because: I will not pay for something that was delivered to a different state since I did not enter that address and contacted the merchant a minute later. I have a few more emails that wouldn't attach but will try again. This company is awful and should not be in business. See notes on other form submitted. Thx so much 
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 01/21/2025

  Is there another way to send the emails to you. It won't let me attach them here. And again re their response how can I return something that no one received since it was sent to an innactive address? 

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22826168
  
  I reject this response as it is unacceptable. I didn't put the wrong address in- it must have grabbed it from a cookie in my computer. One minute after I saw that this happened I reached out to correct it and they would not. Clearly I do not live in ******* and they are confirming it was delivered to the wrong addresss 

  
  

  That said, I reached out to someone in ******* to check the construction area they sent it to and it is not there. I am attaching that text. 

  
  

  Also, once I had this issue with them, I looked online and they get awful reviews for customer service/which makes sense. 

  Thanks very much.
  

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

  Business Response

  Date: 01/31/2025

   

  Thank you for your follow-up regarding the delivery issue you experienced. We understand from your message that the address error was due to a cookie on your computer.  While we strive to assist our customers to the best of our ability, it is unreasonable to hold us accountable for an issue that originated from a technical factor on your side.  

  And we acknowledge that we have faced challenges in the past regarding customer service, and we are actively working to make improvements. Feedbackwhether positive or negativeis invaluable to us as it helps us identify areas of weakness and enhance our services.

  If there is anything else we can assist you with or any way we can address this issue further, please let us know. We value your feedback and hope to regain your trust in our services. Thank you for your understanding.

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22826168
  
  I am rejecting this response because:

  the business had time to correct the address and I have a photo that it was delivered to a construction site in ******* when I live in *******;

  how can I escalate this further given that the business has terrible customer service and is going to keep responding with the same unacceptable answer?  Thank you! 

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

• Initial Complaint

  Date:12/27/2024

  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 ******* **** Collection dress. It was not of good quality. I requested to return it They accepted return. I shipped it back. When mail service attempted to return business was closed. Finally someone from picked it. Bluefly as not acknowledged receipt of dress or refunded my money.

  Business Response

  Date: 12/30/2024

  Thank you for bringing your concerns to our attention. We truly value all feedback and would like to address the situation regarding your return and refund request.

  We understand your frustration with the timing of your refund and apologize for any inconvenience this may have caused.  As we previously advised, per our return policy, refunds are processed within 10 business days of receiving the returned item.  According to the tracking information, your return was successfully picked up on December 26th, and the refund is currently being processed. Once the refund is completed, you will receive an email notification confirming the transaction.

  Our apologies for any confusion or delays and we appreciate your patience and understanding as we are unable to control the delivery once the item is in the couriers possession.

  If you have any further questions or need additional assistance, please dont hesitate to contact us directly. We are always happy to help our valued customers.

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22737517
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********

  this business shipped me a return label at the lowest possible rate. It took two weeks to arrive. They never acknowledged receipt of the package. I have not received my refund yet. The only reason they are responding in a personal manner is that I opened the case with the BBB.  I ask that the case remain open until I receive a full refund.

  There are many complaints against Bluefly. They dont always give refunds. Please keep my case open!

  Business Response

  Date: 12/31/2024

  Thank you for your feedback. We take all customer concerns seriously and appreciate the opportunity to address this issue. We would like to clarify the following points:

  Return Labels and Shipping Timeline: Contrary to the customer's statement, we do not ship return labels. Return labels are provided instantly when a return is submitted via our website. These labels are issued through **** or **** which are among the most commonly used carriers and include shipping insurance to cover any loss that may occur during shipping.  As we are not the courier, we cannot control delivery times and should not be held accountable for any shipping delays.

  Package Receipt and Refund Processing: As communicated with this customer, we do not notify customers when a return is received. We advise customers to track their return shipments. Refunds are processed within 10 days of receiving the return, and this customers return is still in process and will certainly be refunded in accordance with our return policy.

  While online reviews can be a valuable resource for feedback, we understand that people are more likely to share negative experiences when expectations arent met. We always aim to learn from all feedback, whether positive or negative, and handle each case with professionalism and respect and our goal is to ensure a positive experience for every customer.

  We hope this explanation clarifies our return and refund procedures and respectfully request that the complaint be closed, as we have thoroughly addressed the customers concerns.

  We remain committed to delivering high-quality service and ensuring our customers are satisfied with their shopping experience and welcome our customers to reach out to us any time.  

  Customer Answer

  Date: 01/02/2025

  Please note that the only reason that seller has responded is because of BBB complaint.

  The return label was sent by seller via email. 
  I am now waiting for refund in full amount as the dress is listed on bluefly as amount I asked for.

  This seller has replied to me in a rude and condescending manner.

  They dont have a telephone number in which to call with queries.

  Seller sells luxury items and yet takes a very long time to send refund.

  i hope government will intercede in matters like mine.

  i appreciate the BBB and ask my case remain open til I get full refund. Thank you.

• Initial Complaint

  Date:11/14/2024

  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.

  I've ordered from here many times. Yesterday I had my packages stolen and simply wanted bluefly to file a claim and do a refund,I have a police report and video of theft.... ***** explained it must be done by bluefly and they would not as in to just deal with it! Very disappointed.

  Business Response

  Date: 11/15/2024

  Thank you for bringing your concerns to our attention. We understand the frustration that comes with not receiving a package as expected, and we take all customer concerns seriously. We would like to make it clear the customer did not reach out to us at any time to let us know of the issue with the delivery but we would like to take the opportunity to clarify the situation regarding this customer's false accusation.

  Upon reviewing your case, we found that your package was delivered to the customer's address on Wednesday, 11/13/24 at 1:39 PM, as confirmed by the carrier tracking (**********************************************************) and there is photographic proof the package was delivered to the front door.  Unfortunately, theft occurring after delivery is not covered under standard shipping insurance.

  We sincerely regret that this situation resulted in a loss for you, and we understand how disappointing it can be when a package is stolen. While we do not have coverage for theft after delivery, we recommend checking with your local authorities and reviewing your home security options.  Additionally, some customers choose to use secure delivery locations or package protection services to mitigate the risk of theft.

  We value your business and would like to work with you to explore any other solutions we can offer within our policy guidelines. Please feel free to contact us directly at ********************************* if you have any further questions or need assistance.  We appreciate your understanding and look forward to resolving this mat

• Initial Complaint

  Date:10/18/2024

  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 aug 27 2024 ******* said it was delivered oct 3 2024 at 11:10am I never received package **** say Bluefly put only $100 insurance on package Order $674.55 Bluefly is giving me the run around on refunded me my funds

  Business Response

  Date: 10/22/2024

  Thank you for taking the time to review us.  And our apologies for the issue with your order but the **************************** is one of the most secure carriers and they have confirmed the package was properly delivered to your mailbox.  ******** Tracking Number 9434609202043072141308:  Your item was delivered in or at the mailbox at 11:10 am on September 3, 2024 in *********, ** 11542.

  Unfortunately standard shipping insurance does not cover the loss of packages that have been properly delivered but you can call your local authorities and report the theft and your homeowner's insurance should cover the loss.  
  
  And if you have any further questions or concerns, please know that our Customer Support Agents are available to receive calls, chat, or e-mails to assist you with issues of this nature and we welcome you to reach out to us anytime. 

  Customer Answer

  Date: 10/23/2024

  I understand and the **** is willing to pay me for the lost but Bluefly did not put insurance on the package which I feel is unfair if I purchase something for $600 plus and it gets stolen how do I get back my product or money 

  again **** is taking responsibility but they are only offering me $100 cause that is the insurance bluefly put on the package I feel that is unfair 

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22442324
  
  I am rejecting this response because:

  I understand and the **** is willing to pay me for the lost but Bluefly did not put insurance on the package which I feel is unfair if I purchase something for $600 plus and it gets stolen how do I get back my product or money 

  again **** is taking responsibility but they are only offering me $100 cause that is the insurance bluefly put on the package I feel that is unfair
  

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

• Initial Complaint

  Date:08/22/2024

  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 two bags for my daughter as a wedding gift, only to find out they are fakes. They have no serial numbers or no documents when the bags came to me. The bags were received on 8/18/2024. I reached out to Bluefly and they won't return them. They say on the website they are real, these bags are a far cry from being real "fakes"This is ridiculous, I will not keep two fake bags for 2384. Please help me obtain a full refund. I just want my refund and give my daughter another wedding gift.

  Business Response

  Date: 09/05/2024

  Thank you for bringing this to our attention but this customer is not being truthful.  ********************** is one of the top destinations for high end fashion apparel and accessories and we only work with trusted partners and vendors so we can assure our customers that everything we sell is 100% genuine and authentic.  And this customer's assessment of the item's authenticity is merely an opinion since only a licensed authenticator can determine if an item is truly genuine or not.   

  The reason for the false accusation is because the handbags were listed as final sale and not eligible for return for buyer's remorse but since the return was rejected due to our policy on final sale items, the customer made a false accusation so she could get her way and return the items despite our policy.  

  And what the customer neglected to provide in her complaint is that we allowed the refund despite her dishonesty and the refund was already issued.  And since the customer filed the complaint AFTER we had advised we would allow the return as a courtesy and provide a refund, this clearly is nothing more than an attempt to harm our reputation with false statements and accusations.  

   Customer service is our top priority at ********************** and we always do what we can to assist our customers and provide the best shopping experience possible so it is not fair to judge us by complaints or negative reviews that simply are not true.  And we love hearing from our customers so please reach out to us anytime with your questions, comments, concerns and feedback!  

  Customer Answer

  Date: 09/05/2024

  Dear Reader,

  the merchant return some of the monies and I still a compliant with CC.  They holding ***** for shipping.  They have to refund full monies.  Had I known what I was obtaining I wouldnt have purchased the item and shipping would not be an issue.  I communicated to them I want a full purchase refund.   
  this is their issue not mine.  My husband is refusing to accept the cost of shipping 

  the claim stands as per my husband direction. 

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22175571
  
  I am rejecting this response because:

  Dear Reader,

  the merchant return some of the monies and I still a compliant with CC.  They holding ***** for shipping.  They have to refund full monies.  Had I known what I was obtaining I wouldnt have purchased the item and shipping would not be an issue.  I communicated to them I want a full purchase refund.   
  this is their issue not mine.  My husband is refusing to accept the cost of shipping 

  the claim stands as per my husband direction. 

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

  Business Response

  Date: 09/05/2024

  Thank you for your response and feedback but the returned items were received and we had them authenticated and they were deemed to be genuine and authentic as advertised so the refund was issued, less the return shipping and shipping insurance fee.  And since both items you received were clearly described prior to your purchase, you knew exactly what you were receiving.  And fabricating false truths when you do not get your way is never the best approach but since you chose to reach out to the BBB for assistance instead of working directly with us, we hope they provide you with a satisfactory resolution.  

  But if you have any questions or concerns or need assistance with anything else from us, please feel free to reach out to us directly as we are always happy to assist our customers!
  

• Initial Complaint

  Date:04/29/2024

  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.

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

  Business Response

  Date: 04/30/2024

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

• Initial Complaint

  Date:03/28/2024

  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.

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

  Business Response

  Date: 03/29/2024

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

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

• Initial Complaint

  Date:03/28/2024

  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.

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

  Business Response

  Date: 03/28/2024

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

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

• Initial Complaint

  Date:03/27/2024

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

  Business Response

  Date: 03/28/2024

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

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

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

  Customer Answer

  Date: 03/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I want to be clear that Bluefly is not to blame. This was a complete misunderstanding. I do not wish to damage their reputation and hopw to retract my original statement. Bluefly customer service has been diligently  helping me back my claim against fashionphile for the past 2 days. I truly apologize for any inconvenience my claim *** have caused. Its clear that Fashionphile is to blame!

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