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:03/24/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  BACK IN FEB/MARCH I BOUGHT A BRACELET FROM THIS COMPANY WITHIN 2 DAYS IT TURNED MY WRIST GREEN I CONTACTED THEM 10 TIMES AND THE ONLY TIME THEY RESPONDED WAS TO TELL ME TO TAKE A PHOTO OF MY WRIST HOW IGNORANT IS THAT HAD I KNOWN THAT I WOULD OF BUT I AM NOT WEARING THAT DISGUSTING BRACELET AGAIN. THEY GUARANTEE THAT THIS WILL NOT HAPPEN BUT OBVIOUSLY IT DOES AND I WANT MY MONEY BACK AS THEY DO NOT STAND UP TO THEIR GUARANTEES

  Business Response

  Date: 04/04/2025

  While this was part of Mint & Lilys standard protocol to investigate and address product issues by forwarding evidence to the production team, the customer was understandably frustrated by this request.
  
  Mint & Lily stands by its product quality guarantees and intended to use the customer's report to ensure ongoing improvements and maintain high standards in craftsmanship. Recognizing the dissatisfaction with the experience, the team offered resolution options, such as make-good discounts, although did not initially receive a response to this proposition. The offer for discounts remains open to the customer if further evidence can be provided, as this supports the investigation and quality assurance process. Maeanwhile we are committed to addressing the issue.

  Customer Answer

  Date: 04/08/2025

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

   

  I CANT WEAR A BRACELET TO TURN MY ARM AGAIN GREEN WITH A RASH THERE IS NO WAY I CAN DO THAT JUST GIVE ME BACK MY MONEY I WILL NOT STOP UNTIL I GET WHAT I DESERVE, THATS A BUNCH OF C*** AS PROOF
  
  
   

  
  

• Initial Complaint

  Date:03/20/2025

  Type:Product 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 purchased 4 rings on February 7th. I received the complete order on February 27th. On March 4th, I contacted the company and stated that two of the rings had already faded and lost multiple stones. Their customer service was great and provided me with a gift card to replace the rings.A week later, March 10th, the additional two rings had tarnished and were no longer gold. I emailed the company and stated that I would like to return all of my rings, to include the replacements that as of March 10th had not delivered yet.I was told I needed to go online and start the returns process and then I would get my refund. However, the website says that I am outside my return window. I emailed letting them know that it was stating such, and I have been getting the run around since. They keep asking me if a gift card will suffice, but I do not want their product. I have no desire to purchase or own anything from them when they tarnish within a week of receiving ********, it appears that they are ignoring my emails, and will not respond to my requests.I would just like to send the rings back, to include the unopened replacements and receive my monies back.

  Business Response

  Date: 04/04/2025

  We have reviewed the situation and Mint & Lily clarified that a gift card, equivalent to the original order's full value, had already been issued as compensation. As such, processing a further monetary refund fell outside the company's policy constraints. Nonetheless, Mint & Lily remains open to ongoing dialogue with the customer to potentially explore other solutions that could resolve their concern satisfactorily.

  Customer Answer

  Date: 04/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  
  
  
  
   
  

• Initial Complaint

  Date:03/19/2025

  Type:Product 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 placed an order on 3/15 and paid expedited shipping that said it would arrive on 3/18. I didnt get the order on time and asked for a refund. The company refused multiple times to give me a refund and kept coming up with excuses. I followed up again on Tuesday because they said management was going to look into it and never did. After 24 hours later total of more than 48 hrs trying to resolved they said they have ship the item and cant get it back. I tried different ways to work with them get my refund but they flat out said no although they admitted they fail to honor the delivery date. They had time to get the item back from and process refund but they refused. I included emails so you can see

  Business Response

  Date: 04/04/2025

  Upon further review, Mint & Lily contacted the customer with instructions to process a return through the returns center. The customer agreed to this process, facilitating a resolution to their concern. The company values the customers engagement and sincerely apologizes for any inconvenience encountered, assuring dedication to upholding quality service.

  Customer Answer

  Date: 04/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  
  
  
  
   
  

• Initial Complaint

  Date:03/17/2025

  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 purchased seven pieces of jewelry from Mint & Lily on 2/23/25 for $145.44. I received an email confirming shipment with five different tracking numbers. However, I never received my order, and the tracking information showed deliveries to locations far from my homemostly in other states.When I contacted Mint & Lily, they initially issued a credit for me to repurchase the items, but the credit failed and did not even cover the full cost of my original order. After following up, I was then told that the original tracking information was incorrect and that I would receive updated tracking soon.After several days with no updates, I reached out again and requested a refund. A week and multiple follow-up emails later, the company has stopped responding altogether. There is no contact information other than email, and it appears that their responses are automated, likely generated by AI.

  Business Response

  Date: 04/04/2025

  The situation was reviewed, and the customer agreed to accept gift cards as a resolution. The customer was then able to place new orders using the gift card codes provided. Mint & Lily is committed to ensuring the customer's continued satisfaction and appreciates their understanding throughout this process.
  

• Initial Complaint

  Date:03/14/2025

  Type:Billing 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.

  Made an order on Feb 8th. Billed never received. Got numerous Instagram messages that the problem was being escalated. The problem was being resolved. They provided new tracking for shipments that never came. More messages came and item still hasnt come and its March 14.

  Business Response

  Date: 04/04/2025

  Upon reviewing the situation, it was confirmed that the original order from February 5th was successfully delivered. However, upon the customer's claim of non-receipt, the Mint & Lily team promptly offered a free replacement order. The replacement order was processed and all communications and tracking details were sent to the customer's Gmail address. It has been noted that the replacement order has since been successfully delivered. Mint & Lily apologizes for any inconvenience faced during this process and appreciates the customer's patience and understanding while resolving the issue.

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Ordered bracelets from mint&lily on 12/24/2024 and received on 1/6/25. I did not like the bracelets (did not look as pictured on website to me) and waited for the Christmas rush to be over, and requested a return label in mid January online to process a return. After a few weeks did not hear hear back from them so sent email on 1/28/25. They replied offering gift card which I did not want. Again requested a return label and refund of $29.40 (I originally paid $49.08 which included tax and shipping but cost of bracelets alone was $39.20, and their website stated there would be a 25% restocking fee.) Then they said I was beyond 30 day return window. Had postal confirmation of delivery which showed within date of return policy so emailed again providing this information and they replied, agreeing it was within return policy and said they would escalate to management to provide the return label, but did not. I saw an address on their website of ****************************************************************************** so tried to return bracelets to that address via **** Priority Mail at cost of $10.85. Package was returned to me. I emailed again and they tried to offer gift card again, which I refused. Have emailed numerous times and they apologize but will not provide return label, even though they said they would. Now requesting refund of $40.25 (refund price plus my priority postage) as I would not have sent there if they provided the return label requested to begin with. Tried to call but cannot find phone number for customer service and multiple auto engineered emails say same thing but no resolution. I think they intentionally try to wear down people so they just give up but I feel their business practice is poor and also not truthful because returns dont seem to be allowed, even though their stated policies say otherwise.

  Business Response

  Date: 04/04/2025

  The issue was revisited by Mint & Lily, who explained that the customer reached out past the stipulated ****** return period for processing returns, based on their return policy. Despite this, evidence provided by the customer showed that the return request might have been within the policy window, leading to an acknowledgment and an attempt to escalate the issue to management. Unfortunately, the return label was not eventually provided, prompting the customer to attempt a return to an address found online, incurring additional shipping costs.
  Mint & Lily communicated with the customer clarify the return policy and offered compensation as a goodwill gesture in place of a return, which was not accepted. Mint & Lily has recorded this situation and apologized for the inconvenience caused, reiterating readiness to provide acceptable resolutions for the customer. Mint & Lily remains open to discussing compensatory solutions if the customer wishes to proceed with those options.
  

  Customer Answer

  Date: 04/07/2025

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  I attempted to return the item within the acceptable time (I have provided email to Mint & Lily where they agreed.) They attempted to offer me credit. I do not want a credit. I want a return label so I can return the bracelets.

  Thank you.

   

  
  

• Initial Complaint

  Date:03/10/2025

  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 paid for a necklace and never received it. I try getting in contact with them and they kept on ignoring me. So I dont like to be made a fool.. my order number is 18 *******

  Business Response

  Date: 04/01/2025

   Upon reviewing the complaint, Mint and Lily acknowledged the issue and responded by processing a refund for the customer. The company extends its sincere apologies for the inconvenience caused and assures that this experience has been noted to help improve future services and communication.

• Initial Complaint

  Date:03/06/2025

  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.

  12-4-2025 ORDERED A NECKLACE FOR MY GRANDDAUGHTER FOR CHRISTMAS FOR $59.87 BUT NEVER RECEIVED IT. EMAILED THEM MANY MANY TIMES SINCE AND STILL DON'T HAVE NECKLACE OR REFUND. THEY RESPOND TO ME BUT NEVER MENTIOED THE REFUND OR SENDING ANOTHER. THEY KEEP SENDING ME ADS TO BUY MORE.

  Business Response

  Date: 03/28/2025

  Mint and Lily promptly reviewed the situation and took appropriate actions to rectify the issue. We have been actively responding to the customer's emails and had expressed apologies for the inconvenience caused. As a corrective measure, Mint and Lily processed a refund for the order to ensure the customer was not financially impacted by the non-delivery. Additionally, in an effort to improve the customer's experience with us, several make-good offers were extended. We have also reviewed their communication protocol to prevent similar occurrences in the future and are committed to enhancing customer service interactions.

• Initial Complaint

  Date:03/05/2025

  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 placed an order on Feb 6 for a birthstone bracelet (March). When it arrived it was the incorrect birthstone. I contacted the business via ******** Messenger. They issued a credit so I could re order the bracelet. I ordered again and paid for shipping. When I received the second order, it was also incorrect, I contacted Mint & Lily immediately. They acknowledged the second error, apologized, offered me another credit plus $50 and I asked to simply be refunded and now they are unresponsive to emails and messages. I have a copy of all messaged but the size limit is preventing me from attaching to this form.

  Business Response

  Date: 03/28/2025

  Mint and Lily acknowledges the issues faced by the customer who ordered a March birthstone bracelet on February 6th, and  received the incorrect item.
  We took responsibility for the repeated mistakes, acknowledged the second error, and sincerely apologized to the customer. In response, Mint and Lily not only offered another credit but also an additional $50 in store credit as compensation for the inconvenience.
  After reviewing the situation, Mint and Lily processed a refund for the order, crediting the amount to the original form of payment used by the customer. A confirmation email regarding this refund has been sent. Additionally, the customer was extended gift cards, which could be used to reorder or to select different items from the website, and it is noted that these have been redeemed.
  Mint and Lily apologizes for any dissatisfaction experienced and is committed to improving customer service to ensure better experiences in the future. The company values customer feedback and aims to rectify any issues promptly, reinforcing their dedication to customer satisfaction.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/04/2025

  Type:Billing 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.

  This company is refusing to abide by their refund policy. They are issuing me a gift card to use rather than issuing me a refund their policy states and as I have requested. I have had numerous dealings with them and I am getting nowhere.

  Business Response

  Date: 03/28/2025

  Mint and Lily acknowledges the concerns raised by the customer regarding the refund process and the substitution of a gift card rather than a refund as per the company's policy. The customer's request for a financial refund aligns with the stated policy, and any deviation from this protocol was not intended to inconvenience the customer. Additionally, Mint and Lily extended make-good offers to improve the customer's experience and demonstrate their commitment to customer satisfaction.
  
  Upon realizing the mistake, Mint and Lily sincerely apologized for the inconvenience caused and took immediate steps to address the issue. The company processed the refund as requested by the customer, ensuring they received the resolution in line with the original purchase agreement. 
  
  The feedback provided has been carefully noted to inform future improvements in service and policy adherence, ensuring a more positive and consistent experience for all customers. Mint and Lily remains committed to refining their processes and appreciates the opportunity to address and resolve any concerns raised.