ComplaintsforZulily LLC
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Complaint Details
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Initial Complaint
11/19/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought an iphone i spoke to two customer service people and tried to cancel it they told me it was canceled and they they emailed me and told me it was not canceled it arrived at my door on 11-19-2021 and it does not work i called them and they would not help me at all. I want to send it back and get a refundBusiness response
11/26/2021
Hello *******,
Thank you for contacting us via the BBB with your concerns about the cell phone from order **********.
I am so sorry the cell phone did not work out. I do see that in the correspondence sent on 11/18 we did inform that we could not cancel the item due to the fact it had already shipped but offered to assist with returning the item. Please reach out on this correspondence back to our team that works directly with our brand partner, and they will be happy to assist. If you no longer have the correspondence,please reach out to ********************************** or **************.
Warm regards,
Autumn
Office of the President *****************************************************************************Initial Complaint
10/21/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered September 26, 2021 I Contacted Zulily customer server on October 17th to let them know I was not happy with the product because it did not match the image in the photo on Zulily. Since it is not returnable I was off $20.00. The cost was $85.87. I was then referred to the Dse Team who contacted me that same day. I have had seven e-mail from the team. Sent them 4 photos of the suitcase. Olympia agreed to have the product sent back with a full refund. *** or ***** *** $125.00 **** $235.00. When I e-mailed the Dse team they gave me the same response. The product would need to be sent back *** or ***** This would cost more than the suitcase and I believe they are being unreasonable. I have sent them an e-mail asking if there is another solution to this.https://connect.xfinity.com/appsuite/api/mail/IMG_0068.jpg?action=attachment&folder=default0%2FPICTURES&id=42&attachment=2&user=2&context=*******&sequence=1&session=aead6704d13641a28f45f4dba1f26e6a&delivery=view&scaleType=contain&width=2562&height=1182 https://connect.xfinity.com/appsuite/api/mail/IMG_0066.jpg?action=attachment&folder=default0%2FPICTURES&id=41&attachment=1&user=2&context=*******&sequence=1&session=aead6704d13641a28f45f4dba1f26e6a&delivery=view&scaleType=contain&width=2562&height=1182Business response
10/25/2021
Hello ********,
Thank you for contacting us via the BBB with your concerns about returning the luggage from order #**********.
I am so sorry for the confusion. It was confirmed by our brand partner that you did receive the correct item. The photo may have made the item appear brighter than it arrived as the pictures were taken in studio with studio lighting.
Because you received the correct item, and the item is listed on our site as non-returnable we did reach out to the brand partner to see if they would be able to accept a return for the item. The brand partner did agree but because the item was correct, we did request that you send the item back to us at your own cost. I do understand that the size of the item can make the return a bit expensive so I am willing to send a prepaid label from our Zulily account in order to return the item, however, because you were sent the correct item the cost of our shipping label will be deducted from your refund. The cost of the return label will be $23.91. I am going to send the label after I submit this response, if you do not wish to use our label then you simply do not have to print it out as we are not charged until the label is scanned in for use. The label is being sent to the email address on your Zulily account and will arrive from UPS. Please be sure to email our DSE team and let them know when the item has been shipped so we can take care of the refund.
If you have any other questions or concerns, please do not hesitate to reach out to us at ********************************** or by phone at **************.Warm regards,
Autumn
Office of the President ***************************************************************************************
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Contact Information
Customer Complaints Summary
211 total complaints in the last 3 years.
92 complaints closed in the last 12 months.