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Complaint Details
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Initial Complaint
09/13/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased 2 sweaters and a pair of shoes from Pink Lilly Boutique online which was delivered on September 11, 2024, order number *******. The cream sweater has pulled yarn in the neck which looks like holes. At first they told me to keep or donate the sweater when I processed the return yesterday. Today they canceled my return stating the sweater was made that way. The sweater is clearly defective and of poor quality. When I reached back out to their customer service department via email for the third time today, they said they would give me an e gift card minus shipping to return the item. I have 30 days to return according to their policy to get my original form of payment refunded, which they are not honoring. You can’t even reach an actual person to attempt to resolve. This is very poor business and consumers need to be aware of this. Thank you for your help with this.
Business response
09/13/2024
Hi *******! We are so sorry you are not happy with the quality of the sweatshirt you purchased. As shown on the website, this is a distressed sweatshirt and the picture you sent in aligns with what is stated on the website under the description. It does look like you spoke with one of our representatives today, 9/13/24, and they approved you for a free return for a refund and emailed a return shipping label to you. If you would like to further discuss this issue, please email *****************Customer response
09/16/2024
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.
Sincerely,
******* ************If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
07/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered some items online and some of the items didn't work for me so I returned them. I was offered an E-gift card which was fine. However, I drove an hour to the store and they wouldn't allow me to use the gift card in the store! I asked for a free shipping coupon code and was denied. I feel like I should be allowed to use my store credit gift card IN THE STORE or they should refund directly to my bank account. I would have even been okay if they would have given me free shipping but they did NOTHING. To make matters worse, some of the items I only exchanged because they sent the wrong color!Business response
07/22/2024
Hi *******! As stated in our return policy on our website, all returns are processed for a Pink Lily E-Gift Card and we do not offer cash/money back refunds. Unfortuantely, since this is an E-Gift Card, it is unable to be used in store. Please email [email protected] referencing this review and we will be happy to further discuss this matter with you.
Initial Complaint
07/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I made a $166 purchase. They do not refund. I want to return the items that do not fit. No where did I see that you can only get a gift card credit for returns until I tried to return items. Honestly I feel scammed.Business response
07/01/2024
Hey ********! I am so sorry you were not happy with your purchase and our return policy. Please reach out to us at [email protected] and we can discuss your return further.Initial Complaint
06/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I recently purchased from Pink Lily. When I attempted to return these items, I was only given the option for a gift card. Unfortunately, if that information was provided upfront, I would not have purchased these items. I don't feel like only giving a gift card upon return is how you build customer loyalty. I would have ordered from the boutique again; however, after this interaction, I now am forced to buy from them again to recoup my money or lose it completely.Business response
06/10/2024
Hey ********! I am so sorry for your frustration with our return policy. Please reach out to us at ***************** and we can further discuss this.Initial Complaint
06/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a one piece ‘Settle Me Down Black Strapless Solid Romper - XL’ The material is very thin and I had an allergic reaction. Broke out on my abdomen and back. When I tried to return the product they can only give me a store credit which I pose as a health risk at this point because the product is untrustworthy. There is no phone number and no email to the business which makes it very untrustworthy and unreliable. I am seeking the entire amount of what I paid of $55.13 refund to original form of payment. I had an allergic reaction on my body. I am demanding a full refund! They want to give me $41.13 in store credit which is ABSOLUTELY ridiculous! I have already returned the product.Business response
06/03/2024
Hey ******! I am so sorry for the issues with your outfit. This is not the experience we want our customers to have. I do see you reached out by chat and my team was able to help with a label. We do have a contact us form on our website or please always email us at ***************** Please reach out to us once you receive your gift card and we can help with a refund.Initial Complaint
05/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Good afternoon! The original purchase through Pink Lilly was March 11 2024. Took until April 13th for the package to say “delivered “. The package was never delivered. CS was contacted, and the option to resend the purchase was given and accepted. This now is May 29th. The second package was supposedly delivered, with signature, May 22. Again, no package, no proof of a courier attempting to deliver to my door. CS was contacted, with them explaining that it’s a discounted service I’ve purchased and courier service is expensive, so they’d offer $60 compensation. They can’t refund to the originally used card due to fraudulent use of that card… conveniently after I used it for the PINK LILLY original purchase! The lack of professional conduct on behalf of the courier chosen is not, as the consumer , my responsibility. I have asked for a check, payable to me. I’m awaiting a response. Having to wait for goods and services purchased in March and resent once in that time… and not received is one thing. Not receiving a timely refund in financial reimbursement, Is another. This has transitioned into not being about the “discounted items” anymore. It’s about being a responsible and accountable business. This includes taking responsibility for the courier you contract. I am thoroughly NOT recommending anyone purchase from this company or any one affiliated with them.Business response
05/30/2024
Hey *****! We would like to express our gratitude for taking the time to provide feedback on your experience with Pink Lily. We deeply regret the inconvenience caused by the delay in your order. Regrettably, it appears that you inadvertently made a purchase from a fraudulent website that was impersonating Pink Lily. We sincerely apologize for this unfortunate situation. If you require any assistance in contacting your bank or initiating a dispute, kindly reach out to us at ***************** Thank you for your understanding and cooperation.Initial Complaint
05/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This was my first time ordering from Pink Lily so I wasn’t sure how their clothes would fit. I ordered my usual size in everything and the sizing is all over the board. Some things were way too big and some too small and the quality felt really cheap. I decided to return everything I ordered and found out they only offer store credit on returns AND you have you have to pay to ship it back. Nowhere in the checkout process did it say that they only offer store credit as a refund and if they had I wouldn’t have ordered from them not knowing how their sizing would work. This feels really shady like they are taking advantage of customers that shop thinking they can get a refund and then they’re stuck with store credit and paying for returns.Business response
05/07/2024
Hey ******* I am so sorry for your frustration with our return policy. I have reached out to you personally.Initial Complaint
05/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased 4 items for my daughter’s birthday. Because of this a week passed prior to them being opened. One item was as expected regarding fit and quality. The other 3 were not. A sequin skirt had multiple spots where the large sequins were missing. 2 were loose in bag. There was another place that had a glue of some sort on the sequins. But the worst was finding a red arrow sticker which had obviously been placed by the company after it being previously returned, to designate a large area missing sequins. The policy for damaged items requires it being reported in 3 days!? I was not inspecting each piece before wrapping for a gift. I assumed there was some level of quality control at the company. The bathing suit bottom that was received was cut VERY differently than the one pictured online. It was obscene. Obviously the bathing suit top and bottom were returned. Upon submitting the return I found out a GIFT CARD would be issued??? AND I would be charged for my return!!? This was not made obvious during checkout or I most certainly would not have ordered from this online company. The fact that I was sent an item that was defective and another that was completely different than represented and I pay return shipping AND get a gift card rather than a refund to my credit card is totally unacceptable. I did include pictures with the return submission to the company of all I have stated, with exception of glue on sequins as they only allow 2 pictures max per item. Order # *******Business response
05/03/2024
Hey ****! I am so sorry for all the issues with your order. I have reached out to you personally through email.Initial Complaint
04/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I purchased a swimsuit from Pink Lily for $56 (the price seemed a bit steep but the photos looked really cute and worth the price). Upon receipt, the item was not the quality I expected but I tried in on anyway. The fit was terrible (waist was too tight but then too loose and everywhere else). I had the same issue with the top. Additionally, the colors were not as pictured. The day I received the item in the mail I initiated a return. Not only was I charged for shipping back but I also only received a gift card option. No where during your purchase flow does it state that returns are not to original form of payment and, if that was stated, I wouldn't have purchased from an online company then. The whole allure of online shopping is ease of returns when things don't fit. Now I'm stuck with $50 to this boutique that i don't want to risk ordering again because if I don't like the item, that's another $6-7 in shipping lost and another gift card.Business response
04/18/2024
Hey ********! I am so sorry for your frustration with our return policy. For a one time exception we can allow you to return your order for a refund. I have noted your order. If you have already returned the order, please reach out to us at [email protected] once you receive your gift card and we will fix the refund.Customer response
04/22/2024
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.
Sincerely,
******** *********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
04/11/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
3/31/24 Order ******** I submitted a return request within 2 days of receipt of the items. I ordered multiple items for my daughter and myself to try on. I was only given the option to receive an email with a gift card for pink Lily rather than a refund in the original form of payment. I can understand having to pay shipping to return the item but I should not have to only receive a gift card. If I want to shop on the website, I will go and shop at that time. When checking out, this should be clearly stated that the only form of refund offered is a gift card rather than original form of payment.Business response
04/11/2024
Hey *******! I apologize for your frustration concerning out Return Policy. I have noted your order for a refund to your payment method and also reached out to you through email.Customer response
04/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution has not been satisfied as of today. I was told via email that once I get the email gift card I can reach out to pink lily to request a refund. I hope pink lily does the right thing and issues a refund in the form of payment for my purchase.
Sincerely,
******* *******If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.
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Customer Complaints Summary
71 total complaints in the last 3 years.
14 complaints closed in the last 12 months.