Complaints
This profile includes complaints for Pink Lily's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 33 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/18/2025
Type: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 placed an order with this business in January 2025. I did not find the quality satisfactory so I asked for a return. They only do store credit so I finally ordered something again in April 2025 to use my credit. They charged me a $1.95 route protection fee. I reached out to them because in my first purchase they did the same thing. They told me it’s additional insurance for lost or stolen packages, etc. They automatically added this fee in addition to the shipping charge which seems a bit high and unnecessary. Most carriers provide insurance protection with the cost of shipping. I asked if they could refund the amount and they said No because the order was already placed and shipped. I believe this to be unethical practice as this business keeps your money even if you are not satisfied with an item and then they charge these ridiculous fees which just adds to the cost of the item. I would like to be reimbursed for these fees as I already have taken a credit on my purchase. Most of all I think it’s important for the BBB to know how this business is doing its practices.
Business Response
Date: 04/18/2025
Hi *******!
We are so sorry that you were not happy with your experience or the quality of the items you received. Route package protection is an additional package protection that will cover lost, stolen, or damaged packages. Route is able to be removed prior to placing an order if you do not wish to purchase that. I have issued you a refund for the Route Package Protection on your order and that can take up to 5 business days to show on your original form of payment.
We do list our return policy on our website stating that all returns are for an online store credit and we do not issue cash/money-back refunds. We are working hard to improve our return policy and make it more customer friendly as we do understand that shopping online can be hard.
Please email ***************** if you have any additional questions or concerns you would like to discuss.Customer Answer
Date: 04/21/2025
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
Date:07/22/2024
Type: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 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
Date: 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
Date:06/10/2024
Type: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 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
Date: 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
Date:05/07/2024
Type: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 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
Date: 05/07/2024
Hey ******* I am so sorry for your frustration with our return policy. I have reached out to you personally.Initial Complaint
Date:04/16/2024
Type: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 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
Date: 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 Answer
Date: 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
Date:04/11/2024
Type: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.
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
Date: 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 Answer
Date: 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.Initial Complaint
Date:02/06/2024
Type: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 from Pink Lilly, several clothing items to see how they worked out. They did not fit and they were poor quality. I went to start my return the next day after I received my order. I went to choose exchange or refund and I selected refund, realizing it is only store credit. I spent a lot of money hoping to try out these items, I emailed customer service and she simply told my I’m sorry only store credit and didn’t even offer any solution. I think this is very sneaky how it is not advertised as store credit only, and I would have never ordered from an online store that only gives store credit. It only discloses this policy after you go to return.Business Response
Date: 02/06/2024
Hi ******. I am so sorry you were not happy with the products you received. We are showing that you emailed with one of our representatives yesterday and they did approve your return for a refund. If you have any other questions, please follow up with us on that email thread and we will be happy to further assist you.
Best,
Initial Complaint
Date:11/30/2023
Type: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 placed an order on 11/23/23 for a total of $224.12 and am currently working to return two out of the 7 items from the purchase.
Come to find out, hidden on their website, they only provide refunds in e-cards to Pink Lilly. Being a first time buyer I was not aware and would not have made this purchase otherwise as these two items were too big.
I reached out to customer service who referred me to their return policy after expressing my frustration and gave no other portions to the resolution.
The e-card refund is not helpful as sizing varies and am unable to receive full refunds on purchases I may need to place multiple size orders.Business Response
Date: 11/30/2023
Hi! We are so sorry that you are not happy with the items you purchased and would like to return those. Please email [email protected] and we will be able to further assist you with making a return for a refund for these 2 items due to you being a first time customer.Initial Complaint
Date:11/22/2023
Type: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.
My order was placed 11/14/23. After 3 days I logged in to check my order status. It showed “unfulfilled”. So I submitted a request to ask regarding delays or normal wait times? No one replies.
11/21 - One week later I logged into their instagram (I don’t follow them) I asked a question online. “Hey how long do orders usually take?” I’m curious because it’s been a week and nothing. No email updates, no reply to my inquiries. Nothing. They reported me to instagram. Who has now blocked my comments. ?? this is crazy. I guess paying customers are not allowed to ask questions on items paid for?! Is this not a professional business ?Business Response
Date: 11/22/2023
Hey ****! I apologize for your frustration. I do see we have one email from you this morning that my team member did respond to. Please check your spam folder in case our emails do go there. Graphic items are made when ordered and they do take a bit longer to ship out. I have upgraded your shipping on your order for free so that when it is done, we can get this to you fast. If you have any questions, please reach out to us at [email protected]Initial Complaint
Date:11/17/2023
Type: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 clothing on 9/27/23 expecting items to arrive on 10/3 as the tracking stated. My mail was delivered at 7:46p that night, yet the package was marked delivered at 7:31p.
I reach out to their customer service on 10/8 & provided Pink Lily an explanation & footage of my doorbell cam proving it did not get delivered that night. USPS delivered 1 single letter. It did not get delivered any time after.
I followed up on 10/12 bc their site says 24hr response time. I got a reply on 10/13 saying they filed a report us USPS (I also did).
On 10/24, I got a generic response stating USPS claims it was delivered & I need to file a theft report with local PD in order for them to process anything.
On 10/26, I wrote back stating that I could not find on their site where it says I have to file a police report. I see on the insurance link it says “In the event of theft, Underwriters may require a police report to be filed with the local authorities and/or a signed affidavit attesting to the theft of the covered property. Security video, showing evidence of theft, may substitute for a police report and/or an affidavit.” … but I did not see where their site specially says that. I provided them screenshots of dates and times of the delivery from my doorbell cam. It was was marked delivered 15 mins before USPS ever got to my house, I was waiting for them at my front door. You can see that on the camera. This package was not stolen, it was never delivered. I needed the new clothes for a new job, I do not have time to take off work to file a report. I don’t believe I should be the one held liable for this and out $217.
I got no response again & had to send a follow up on 11/10. They replied the same day with the same generic response about the police report. I should not have to take time out of my day or waste police resources when I provided documented evidence of the mail delivery the night of 10/3.
I wanted my items, but at this point just want my money back.Business Response
Date: 11/17/2023
Hi ******! I am so sorry you have not received your order. It is policy that we require a Police Report prior to issuing a refund for lost/stolen packages. I have gone ahead and taken care of this for you however, in the future if this happens again, you will need to file a police report in order for us to move further with the process. Please allow up to 5 business days to receive your refund. If you have any further questions, please reach out to [email protected] and we will be happy to further assist you.
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