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Business Profile

Clothing

Lilly Pulitzer

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

This profile includes complaints for Lilly Pulitzer's headquarters and its corporate-owned locations. To view all corporate locations, see

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Lilly Pulitzer has 3 locations, listed below.

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    Customer Complaints Summary

    • 72 total complaints in the last 3 years.
    • 24 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/03/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 online and it said it would ship out in three days with an expected delivery date of 11/30. It’s been two weeks and it still says “in process” and the expected delivery date has come and went. I have tried calling and the representative says she doesn’t know why it hasn’t shipped yet. Then she tells me it shipped but our system can’t provide a tracking number. When I try speaking to the chat bot it says it cannot find my order. When I use the email feature, nobody gets back to me. I asked if I could cancel the order because it clearly isn’t going to arrive when I need it and she said no. How is this place still in business? This is the worst shopping experience I’ve ever had.

      Customer Answer

      Date: 12/09/2023

      The business resolved my complaint. 

    • Initial Complaint

      Date:10/28/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      They misrepresented the color and tone of a polo I purchased during a sale. This has happened numerous times with various items they advertise; however, I usually just deal with it as it’s not worth the hassle to return. Yet, this time, I felt it was worth relaying concerns to customer service to show shade and tone difference as this is becoming a routine experience and a waste of money, hoping they would accommodate a return and also because I care about their product as I buy many pieces from them & their vendors. When I emailed them, they refused to take accountability and pointed out that colors can vary slightly. They said for further concerns, call customer service. I would argue receiving a bright, neon-highlighter pink top when the picture showed a lighter, buttery, muted pink tone is more than a slight color variance. I also didn’t find the tone and verbiage of their email the most professional and thought that feedback would be helpful for management. I called in at least 5 times asking to please speak to a manager and was told each time one would reach out. I have yet to speak to a manager or receive a call back. After spending a considerable amount of money on various lilly purchases through them and their various vendors as well as time wasted trying to relay my concerns, I’m surprised and disappointed by their poor customer service, unprofessionalism such as telling me a manager will call me back and failing to follow through on this numerous times, and lack of accountability for accurate advertised items where customers are stuck with items they can’t return even when the item is not as expected per pictures advertised.

    • Initial Complaint

      Date:09/11/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 8/26/23. I have not received the items. I have been unsuccessful in sending an email via their website or contacting customer service. Order Number: #******************** Order Total: 120.00USD  1x******* Eyelet Maxi Dress 1x****** Tunic Dress 1x****** Tunic Dress 1x******* Eyelet Maxi Dress

    • Initial Complaint

      Date:08/13/2023

      Type:Product Issues
      Status:
      Unanswered
      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 June 28 and July 1, 2023, I purchased a sweatshirt/ jacket. They arrived , I tried one on, briefly and both were huge. Both were wrapped up and sent back on the same day a few days later. I received notice that the returns were received. Then I got notice that one was refunded. After three weeks, and no refund on the second one, I called. I was told I would they would not issue a refund, because the item was worn and dirty. That is not true. It was not worn, or dirty when I sent it back. I asked to speak to a supervisor, but she was off. So a message was left to call me back in 48- 72 hours. Three days later I received no call. So I called again. The supervisor was not available but I could leave a message. Three more days and I still have not heard from anyone. The item was $147.66. I would like my card refunded for the item I returned. For being an upscale clothing company, their customer service is not.

      Customer Answer

      Date: 08/14/2023

      This is regarding order # *******. 

    • Initial Complaint

      Date:06/03/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Lilly Pulitzer failed to provide part of an order during a sale. They remedied by allowing me to purchase the items for full-price in-store and send them a copy of my receipt via email for a refund of difference in the sale price. I did this and they are now refusing to refund me the difference as promised. They owe me $30.17.

    • Initial Complaint

      Date:05/11/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In November I purchased well over the $1000 spend to receive a free gift with purchase. The item was a suitcase. It was ordered for me from ******** store. Soon after I received an email that alerted me the suitcase (order number ************) had been shipped and provided me the ***** shipping number (************) for the suitcase. Two weeks later the suitcase had still not arrived so I followed up with ******* the Manager at ******** store. She looked it up and said it had been shipped, and that I just needed to be patient was there was shipping delays. I never received the suitcase and reached out several more times. My email to customer service from last week was actually responded to. However it was certainly not a solution. Their response was that GWP items are not promised and to be sure to keep an eye out for future promotions. I want the GWP that was confirmed sent, or a comparable item. There's another suitcase GWP currently being offered. 

    • Initial Complaint

      Date:04/29/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 4/14 online. Part of the order was delivered, but the second part with 2 items in it was left near the busy road in front of my house which sits a football field back from the road. The package was gone by the time I got out there. ***** was the delivery company and they have on their record that packages must be left at my front door. I contacted Lilly Pulitzer customer service 4 times before I received a response and then was told that there was nothing they could do about it because the package was delivered.I have attached photos showing where the package was left and of my driveway looking towards the pillars by the road. The ***** driver posted that I have a gated driveway which is a complete lie. There are no obsticles blocking my driveway enterance whatsoever.

    • Initial Complaint

      Date:04/27/2023

      Type:Product Issues
      Status:
      Unanswered
      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 have reached out to Lilly Pulitzer via emails 4/24/2023 & phone calls 4/27/2023. After multiple attempts I finally got one email reply stating they will not cancel my order. First my remaining order for two adult dresses under their website states “In process” hence the are not packaged or shipped since I placed the order on 4/14/23, why is it not possible to cancel when they are not even shipped? Second, it doesn’t make sense that I want to cancel an order that’s not shipped, but wait for it to be processed and shipped then for me to turn around and ship it immediately back to them for a refund with your current wait of refund at least 30 days currently stated on their phone system. Third, it doesn’t make any business sense for a company to pay for packing & shipping, and pay for a return label if a customer demands a cancellation of an order that is ‘in process’, unless the company intends to hold onto the customer’s money. I am requesting again to cancel my remaining order- two adult dresses.

    • Initial Complaint

      Date:04/18/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a $200 e gift card from Lilly Pulitzer April 14. I put it on my credit card. This was to be delivered to my daughter's email within 24 hours or at the most 48 hours. She has not received it yet. The company has not processed it yet. I called my credit card company to cancel the transaction and they cannot because Lilly P. has not contacted them. My credit card company wants to issue me a new card but I cannot do that because this card is used for many other accounts. I tried to email, phone call, chat to Lilly P. many times to just sent the * Card or cancel my order. These people are not returning any kind of response to me.

    • Initial Complaint

      Date:01/17/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 1/6 and almost immediately realized that it would not arrive in time for my trip that I was purchasing it for. I contacted customer service and on 1/9 received a response that the item was packaged and awaiting pickup by ***** so it could not be cancelled. The item is still showing "in process" and has not been shipped. I contacted the CEO of Lilly Pulitzer both by her personal email and on LinkedIn and received no response.

    Lilly Pulitzer is NOT a BBB Accredited Business.

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