Below you can read exactly how Dress Lily responds to costumer complaints. I order several Items on 09/28 expedited shipping which cost I think 15 or 16 dollars extra so I could use the Halloween Items during Halloween and I also ordered some bathing suits so I could use them at the end of the month for a cruise.
There were x-mas items as well but I was not in a rush to get them. It was $133.00 worth of stuff. On 10/08 I attempted to contacted them via the phone number listed on the website and it was disconnected. Then I tried to use the online line chat but it is always off line.
Finally I submitted a "ticket" and they responded. They said they sent out half of my order but the other half would be another 3-14 days. They asked me if I wanted to exchange the items that were back ordered. I said No, that I could wait but I did want my "expedited shipping" money refunded to me since NONE of my items were going to be delivered in the time outlined on the website.
They then sent me the first message below in response to my request to return the shipping charges. Then low and behold my partial package arrived. The product was absolute garbage. The bathing suit's sanitary sticker was half off.
The packaging was terrible. I sent another message. I told them this time that I had contacted the BBB about how they were running their business.I told them they were responsible to inform the costumer when items were back ordered. I also told them the package had arrived and I was not paying to ship it back.
They then sent the second message. Refund half of my shipping ... Really .. Finally I just sent them a message that said I WILL NOT pay to ship their items back.
I told them NOT to send anything else to my home and not to reimburse me for anything that I had already disputed all the charges on my CC. I gave them my address and told them the items were ready for pick up or that I would be happy to put a pre-paid postage stamp sent to my home on the box and but I absolutely would not spend my hard earned money sending this company back their garbage product after all I have been through. I can not even believe they are still in business. Just FYI - I accidentally ordered 2 sets of Halloween mats and those pictures have them laying side by side and you can clearly see the difference in the product.
Dear Lisa, Thank you for your message. The money you paid for shiping determines the shiping time instead of the processing time. The items are supplied by the suppliers. Therefore the stock of the items influenced the processing time.
We apologize for the delay and hope that it doesn't inconvenience you too much. The items are supplied by the suppliers. Due to the the items are back-ordered, the supplier can't supply the item for us now. We will urge the manufacturer to provide us the item as soon as possible, once it is in stock, we will ship it immediately.
If the item hasn't been in stock after 2 weeks, we will check it again and provide you other solutions. We hope to receive your understanding and offer you our assurance of better service in the future. Best regards, Suman Dresslily Customer Service http://www.dresslily.com/ Dear Lisa, We are so sorry for this situation. We are sorry for that we have’t informed you timely.
Due to a variety of reasons, the information of the items can't be update timely. We still have a lot of aspects need to improve. In order to express our apologies, we'd like to offer you partial shipping fee refund 11.00USD. Please kindly confirm if we can go ahead the refund.
We hope to receive your understanding and offer you our assurance of better service in the future. For the items you are not satisfied Please kindly review our Warranty and Returns policy here: http://www.dresslily.com/m-article-id-80.htm In order to offer you an appropriate solution, could you please indicate us the following details: 1-Please give us the item code indicated on the outer package. 2-Please send us clear pictures of the item and its packaging. Note: For defective and/or not as described cases,the pictures need to display the defect or the major discrepancy with the website.
Please keep the attachment below 2MB and use any of these formats gif, jpg, png, bmp, doc, xls, txt, rar, ppt, pdf. Once we receive the information above, we will provide you with an effective solution. We apologize again for any inconvenience caused. For the remaining items Please kindly confirm if we cancel the items for you.
Thank you for your cooperation.
We look forward to hearing from you. Best Regards Suman
Reason of review: Return, Exchange or Cancellation Policy.
Monetary Loss: $133.
Preferred solution: Sent me a pre-paid label to return product .
I didn't like: Never got my order, Defective clothing.