ComplaintsforPink Lily

• Initial Complaint

  12/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I made a purchase from this retailer 11/25/21. I followed a link listed on their ** page and purchase multiple products totaling $120…the next week I received two of the products I paid for but knew the others would take longer to get..after waiting 15 days for shipping notification I never received anything. I got in contact with the company through their verified social media page and was told I must have purchased it from a fraudulent website because they had no record of my order. I told them I went through the link posted on their p Verified page but they still insisted it must have been from a fake website. They told me a needed to report the fake page…but I just have their verified page on my **. I can use the link, log into my account with them and see my order..but according to them anyone can copy their link and create a fake page for someone to buy off of. I feel like they just don’t want to resolve the issue and it’s their mistake and this is just an easy way out for them to take peoples money but blame it on fraud.

  

  Business response

  12/13/2021

  Ms. **** placed an order on November 25th and it looks like her order was split. She reached out through our social media channel and it looks like she was interacting with our automated system. We do show her order was placed and processed with our company. Her order was split into two shipments and some of the items on Ms. ****** order are custom items which take 7-10 business days to be made and then shipped. You can reference this on our shipping policy *********************************************. Please have the customer reach out through our contact us form located at the bottom of our web site so we can further assist her. *************************************

  Customer response

  12/13/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

   

   

  I knew it would take a few extra days for the order to come from why the website said which is why I was initially asking for an update on my order since it has been over the 10 days with no notification as to an update on my order.   I used to the contact us link on their page twice with no response.  I know it’s busy with the holidays which is why all I wanted was an update.   I don’t understand why as a business you would have an automated response to tell your customers it was fraudulent activity they conducted.  Even after trying to explain I was going through their page to the website the only answer I received was that I must have gone to a fraudulent page and ordered from them because anyone can just copy the link from their page.   And all they could do was tell me to report the page that I originally ordered from.  If they would have said it was just taking a little longer that would have been fine.   I just don’t like being lied to and making it seem like the whole situation was my fault. I just hope now I actually receive the product before Christmas now that they actually admitted that I did place the order with them.  This business just has horrible customer service. 
  
  Regards,
  
  ***** ****
  
  

  ---

  
  
   
  

• Initial Complaint

  11/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order ( #******* ) and I just received it today. Inside was a completely different size of the sweater than what I ordered. The sweater that was supposed to be in there was an XL/2X (ordered for our family pictures) but instead was a much smaller size. A Medium. I have read that the policy states that a full refund is allowed within three days of the delivery day (for damaged or defective items). I am trying to process this on the same day that I received this item and due to this being an error in Pink Lily’s end, as they packaged up and sent the wrong size. I would consider this defective since what I ordered cannot be worn and I do not want store credit nor do I think I should even have to pay for this return fee, as this was a total error on pink lily’s end for packaging up and sending out the complete wrong size. I would like a refund instead of the right size shipped out because it will not get here in time to wear for family pictures, which is what this sweater was for in the first place! The reason I am filing a complain on BBB it’s because all afternoon I have been trying to submit a claim and the website it keeps telling me that the queue is full and I cannot submit anything, so there is no way for me to even get a hold of customer service Thank you

  

  Business response

  12/01/2021

  Mrs. ***** we sincerely apologize that you were not able to reach our company yesterday afternoon. We were currently experiencing an outage that affected multiple businesses systems. Which made it unable to access your Re:amaze account or reply to messages. Our engineering team worked to restore services as soon as possible. We apologize again for the inconvenience! Please try reaching out now through or "contact us" form on our website so we can further assist you with the incorrect item you received and issue you a refund. 

• Initial Complaint

  11/23/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I made a purchase on November 13 for 4 sweaters, totaling $140.19. I received the items a few days later, and all of the items were incredibly poor quality, and not as advertised. I contacted the company, and they are standing by a return policy of store credit only, however they are selling items that are not as described, and not quality products, they should give money back for that. They have hundreds of poor review on their ******** page of people saying the same thing.

  

  Business response

  11/24/2021

  Mrs. ***** contacted us on 11/21 stating that she was dissatisfied with her purchase and would like to return those items. We replied the same day stating we are sorry that the items did not work for her and that we have shared her feedback. Mrs. ***** replied on 11/22/21 stating that she did not want to place another order and would like a refund. We did reply letting Mrs. ***** know that all returns are only processed for online store credit as outlined in the return policy on our website. Mrs. ***** reached back out on 11/23 and we did approve a one-time exception for a refund for her.

  Customer response

  12/05/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
   
  

• Initial Complaint

  11/19/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Made an online purchase on 10/12/21 for a Next Day Air Delivery. *** Lost the package. I filed a claim and the issue is still not resolved. Pink Lily refuses to replace the lost items or give me my money back. This has been going on for weeks. *** stated today that the shipper has not responded to the claim. This is completely unacceptable. I am out $150 and the shipper refuses to resolve this issue.

  

  Business response

  11/20/2021

  Ms. ***** contacted us on October 19th about her lost package. We notified her that we would have to wait 24 hours from the expected delivery date to file a claim with ***. We then proceeded with the lost package claim on October 31st. On November 1st Ms. ***** reached back out to our claims department to check the status of the claim. We then informed Ms. ***** *** closed the claim stating they delivered the package. We asked Ms. ***** to provide a police report of the lost/stolen package. She responded and stated *** told her a they never received a response showing proof of purchase. On November 19, 2021 we notified Ms. ***** we have issued a full refund back to her original form of payment which can take 3-5 business days for the refund to be applied to her account.  d.

  Customer response

  11/21/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* *****
  
  

  ---

  
  
   
  

• Initial Complaint

  11/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 2 bodysuits based on their size chart. After receiving them they did not fit, and were not true to the measurements they listed. I contacted customer service and asked for actual measurements and was advised by ******** she did not have them and not all bodysuits are the same since they come from DIFFERENT vendors. Unfortunately they do not update their size charts to each item from each vendor, but rather use a universal size chart for ALL their merchandise. I asked for a refund and was told i can only get store credit. Since i was lied to about the sizes and they admitted that they shop from different vendors yet use 1 universal size chart that are not accurate to each individual item, id like a credit back to my card.

  

  Business response

  11/12/2021

  Mrs. ******* contacted us on November 9th about returning a purchase she had made on November 4th and stated the sizing was incorrect for the items she ordered. We informed Ms. ******* in our correspondence that our sizing chart is located on our website and the size chart is measurements for each item specific item. She then stated she wanted to return the items for a refund. Per our return policy guidance published on pinklily.com, we do not issue cash or money back refunds; we only provide store credit in the form of a Pink Lily E-gift Card for returns. You can reference our return policy at https://pinklily.com/policies/refund-policy. As a courtesy to her we have issued a one time courtesy refund and reached back out to her on November 12th.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed a $200 order for stuff that seemed to look like nice items. The Items I got and what was sent are completely different and very cheaply made. I have been told that they will only issue me store credit which I do not want since there clothes are not what they show online. I want my full refund placed back on my card and not a store credit for clothes I can't wear. This is unacceptable for what I got and what the pictures looked like and I want my full refund. Order # *******

  

  Business response

  11/11/2021

  Ms. ****** contacted us on November 9th about returning a purchase she had made on November 2nd and a missing item from her order. We informed Ms. ****** in our correspondence that per our return policy guidance published on pinklily.com, we do not issue cash or money back refunds; we only provide store credit in the form of a Pink Lily E-gift Card for returns. You can reference our return policy at *******************************************. As a courtesy to her we have issued a one time courtesy refund and reached back out to her on November 11th to make her aware of the refund.

• Initial Complaint

  10/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently placed a large order with Pink Lily. When I received the clothes and noted some things I did not like about the clothes, I wanted to leave reviews to warn others of the downfalls. I did not even leave really negative reviews but I did state pros and cons in each. They have all been taken down. Dishonest company, buyer beware.

  

  Business response

  10/31/2021

  Ms. left a review on few reviews around 10/29/2021. All review can take up to 15 business days to be responded to and published. At this time her reviews have 12 more days before to be reviewed and publish. We publish all reviews unless there is profanity added to the review. I have gone ahead and responded to her reviews and published them.

• Initial Complaint

  10/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10/22/21 I was trying to place an order and the website kept freezing. As I was trying to enter a discount code the screen disappeared not knowing that it processed my transaction I went and quickly reloaded my cart and this time proceeded to checkout. After this I discovered my transaction processed twice. Pink lily does not provide a customer service number to call therefore I had to send an email through their website. They finally responded tonight at 9:02pm about 12 hours after my original email which I sent literally 5 minutes after realizing my transaction went through twice. They are refusing to refund me stating that it’s too late the orders were processed. $302.40

  

  Business response

  10/25/2021

  Ms. ******* contacted Pink Lily on 10/22/21 date for Order # *******. Ms. ******* contacted Pink Lily on 10/22 to request an order cancellation. Ms. ******* was advised that the order was already processing so we could not cancel the order at that time. Ms. ******* contacted us again on 10/23 regarding the cancelation again. At that time we advised Ms. ******* that we still could not cancel the order. We did email Ms. ******* a prepaid return shipping label to send the order back to us for a full refund. Our policy does state that we cannot cancel an order once it has been placed due to our quick turnaround time processing orders. 
  
  Please let us know if there are any further questions.

  Customer response

  12/20/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Pink Lily responded and said they would refund me after I sent the item back. I have sent the item back to them probably 4-6 weeks ago and they still have not refunded me. I disputed the charge with my bank and Pink Lily told my back I never sent the items back, but I did. I want my money back]
  
  Regards,
  
  ******** *******

  

  Business response

  12/21/2021

  Ms. ******* issued a dispute with her bank and we sent her an email informing her on November 23, 2021 at 6:00 am. We’ll let her know when the bank makes their decision, which could take up to 75 days. We are not able to issue a refund or do anything with her account until the dispute is processed and closed out.

*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. ↩