Lilly Pulitzer Customer Service Issues

My wife purchased two dresses for our daughter to try on at home for an upcoming gala. Due to our daughter being in a wheelchair, trying on in-store is challenging. During checkout, they gifted her a towel wrap for qualifying for a promotion without explaining that if she returned one dress, she'd only receive store credit due to receiving the promotional gift. We've been loyal Lilly customers, but this experience left us feeling taken advantage of and disappointed in Lilly's customer service. This incident occurred at the Short Pump store in Richmond, VA, with the sales attendant handling the situation coldly. We did not expect this treatment from Lilly. - T. Pennell

I returned my complete order a few weeks ago, but the total amount of $[redacted].56 has not been deducted from my credit card payment yet. I forgot to include the packing slip because I didn't open the box as I discovered the recipient already owned the same item. After contacting customer service via email, I was assured the issue would be addressed. I still have the packing slip and can return it if necessary. The charge of $[redacted].56 from Order No. [redacted] is still reflected on my credit card statement. The phone number listed on the bill is associated with Lilly Pulitzer-Web from Texas. I urgently need this resolved as I cannot afford to pay for items I have returned. Thank you for your prompt attention to this matter.

On Wednesday, April 19th, my daughter and I planned a day off to shop at the Lilly Pulitzer store at The Westchester Mall in White Plains, NY. However, upon arrival, we found the store closed. The sign indicated it was closed on Monday and Tuesday, but open for the remainder of the week. Many disappointed shoppers from New Jersey, Connecticut, and Pennsylvania had traveled far distances only to find the store closed, causing frustration. Despite attempts to contact a store representative, we received no explanation for the closure. Upon calling the Greenwich store, we learned the manager was also in charge of the closed location and suggested we travel 30 minutes north to their store instead. This lack of communication and inconvenience is unacceptable. The mismanagement of the store has left many customers, including myself, disappointed and unwilling to return. Immediate action should be taken to address this issue with the store manager.

On June 28, [redacted], I made an order (#[redacted]) for a Pamelyn Lileeze dress, but it did not arrive. On July 3, [redacted], I placed a second order (#[redacted]2) for the same item when a $30 discount was being offered. I emailed Lilly to cancel the initial order as I realized I did not need two dresses, but I did not receive a response. I hope you can ensure that I do not receive two of the dresses. Thank you, and I am eager to receive the dress. Lynn B.