Zulily Customer Service Issues

In relation to order #[redacted]90 made this morning, I noticed an issue with the total amount I was charged. The amount displayed before processing my credit card was $27.99, but I was actually billed $37.94. There was no indication of any extra charge other than the $27.99, which I find concerning as it leaves room for ambiguity. I believe it is unjust not to disclose the full amount prior to the final step of payment. I am requesting a refund for the excess charges applied after my credit card was processed. If this is not possible, I kindly ask for the order to be cancelled due to the lack of transparency regarding the total cost. Thank you.

For the last two months, I've faced issues placing orders online with Zulily. Despite reaching out to customer service, the problem persists. When prompted to enter my membership number, I'm redirected out of the site due to suspicions of being a bot, which is frustrating as I've been a loyal customer for about two years, always paying promptly. Orders placed through reps are sometimes not fulfilled, and I don't receive order confirmations. Furthermore, reps can't apply the three easy pays option for me. I need someone to address these issues as soon as possible to prevent me from discontinuing orders. Despite numerous attempts to seek help, I haven't received a satisfactory solution. It seems that my concerns are not being taken seriously by customer service representatives. I hope this matter can be resolved promptly. Thank you.

I recently received your email advertising the new products. I noticed the navy blue New Balance shoes as the first highlighted item, but I am unable to place an order for them. Are they truly available, or is this just a promotional tactic to redirect customers to other items on the website? Currently, I only see the shoes in "magnet," which is gray and not the color I desire. Could you please provide clarity on the availability of the navy blue shoes? Thank you for your assistance. Sincerely, Donna P.

I recently purchased the following items: 1. Deep Green Camouflage Cropped Lounge Pants in Large (SKU: [redacted]6) 2. Green Leaf Scoop Neck Sweater in Large (SKU: [redacted]7) 3. Green & White Tie Dye V-Neck Top in X-Large (SKU: [redacted]1) However, I encountered some issues with the products. The camouflage cropped pants have an excessively wide leg, which does not suit my height. The Green Leaf Scoop Neck Sweater is not actually made of sweater material but of a polyester-like fabric. As for the Green & White Tie Dye V-Neck Top, it looked like cotton in the photo, but in reality, it is a low-quality polyester blend that looks cheap. Despite my desire for a tie-dye item, I found this top unappealing and did not even try it on. I request a full refund, and I am open to receiving store credit for future purchases. Thank you for your assistance. Regards, Yvette C.

Since last week, I've been having trouble accessing any sales despite receiving your emails. Even though I click on the box, I can't proceed further. The website consistently displays my location as the US, when in fact I am located in Canada and cannot modify this setting. Sometimes, I encounter issues where I can't view item pictures when clicking on a sale, only seeing the cost instead. It's only when I click on the cost that the picture appears, but unfortunately, I'm still unable to place an order. This problem seems to be isolated to your site as I'm not experiencing any similar issues on other websites. Heather H.

I just received my order with shipment ID ZL6BA83759 today. The order was shipped from facility 12 on November 19th, [redacted]. Inside the package, I found a set of three ribbon spools with SKU [redacted]. Although I ordered purple ribbons, the ones received are undoubtedly blue, specifically royal blue. While the SKU matches what I ordered, the color is completely different. I'm disappointed as I really needed purple ribbons. It seems pointless to reorder since the SKU for purple apparently results in blue ribbons.

I sent an email last night, but mistakenly hit submit. I wanted to adjust my order thinking that $80 qualified for free shipping, however, it seems that's not the case. If $50 is the shipping cost, I can't afford it. The order is pending, so cancelling should be straightforward. Please respond quickly since I may not have sufficient funds in my account to cover it. Order # [redacted] (Other #) [redacted] Thanks, Beth T. Phone [redacted]

On December 15, [redacted], I ordered a 14K Gold-plated Teardrop Halo Pendant Necklace With Swarovski Crystals (SKU: [redacted]9). The shipping notification stated it was shipped on December 16, [redacted]. However, on January 12, [redacted], I received a notification from USPS indicating that it was delivered on January 11, [redacted]. This is inaccurate as I was inside my home at that time and checked my front door immediately - the package was not there. Giving it an extra day, I inquired with the substitute mail carrier who was unaware of the package. Subsequently, I spoke with my regular carrier who was also unfamiliar with the delivery. I am eager to receive the necklace and would sincerely appreciate any assistance you can provide. Thank you. Pankey Kite

Order # [redacted] | December 26, [redacted] Product: Mustard Waffle-Knit Tulip-Hem Cowl Neck Tunic - Plus, Size: 1X Price: $26.99 Shipping Address: Anne-Marie Di Tondo Eva Tilley Memorial Home [redacted] Burke Road North Balwyn, VIC [redacted] Australia I received an incorrect postcode on my parcel causing it to go astray. I have been advised by Australia Post that the parcel is lost. Despite this issue, they haven't been able to compensate me. Please rectify this matter promptly. Thank you.

Order # [redacted] placed on December 24, [redacted], includes a Valmont Red Lace Push-Up Bra in Size 44D for $37.99. The shipping address is for Anne-Marie D. at Eva Tilley Memorial Home, [redacted] Burke Road, North Balwyn, VIC [redacted], Australia. There was an issue with the postcode as it should be [redacted], not [redacted]. After contacting Australia Post about the delay and wrong postcode, they explained that the sender used a drop-ship company, causing the tracking information to be delayed. Australia Post advised reaching out to the sender for an address correction and more details about the parcel's location. Unfortunately, without proper information, Australia Post cannot assist further. It's suggested to have all items correctly addressed before posting to avoid delivery issues like this one.

Order number [redacted]97: I need to return the entire order because I wanted UK size 7 but received US size 7, which are too small. The size chart did not indicate that it was in US sizes as I had seen for other products. I have emailed [redacted] and service@zulily twice, but have not received any response. In my first email to service@zulily, I requested to cancel the undelivered pair of shoes and to return the delivered items, but they only cancelled the outstanding order without addressing the return.

I returned several items totaling around $[redacted] weeks ago and shipped them back in one package. I’m curious why it's taking so long to receive my store credit. I also just sent another package with more items today. I find Zulily frustrating because the merchandise delivery is slow, and returns can only be made for store credit that takes a while to process. Lately, the clothes I order don't fit well and the return process at the post office is inconvenient and costly. Once I receive the pending store credits, I'll use them and then likely stop shopping at Zulily. Despite liking the items in the emails, the actual products disappoint. The delay in store credit and return process make the shopping experience unsatisfactory. I feel other companies may better suit my needs.

I recently spoke with Aleecia at your Columbus, OH call center, and she provided exceptional assistance. Not being very tech-savvy, Aleecia patiently guided me on sending an e-gift card to my daughter-in-law. In addition, she efficiently added my email to the system for smoother future transactions. Working as a cashier at Lowe's, I understand the value of positive feedback. It's important to acknowledge when an employee like Aleecia goes above and beyond, as she did in making my experience straightforward and pleasant. Kudos to Aleecia for being a wonderful representative of Zulily. Please convey my gratitude to her supervisor for her outstanding service. -Lynne H.

I have been in contact with the resolution team regarding an issue where the wrong item was shipped. After informing your representative, I received an email stating that FedEx would pick up the wrong item. Initially, I was told UPS would handle this, so I reached out to FedEx for clarification and they require a call tag number for the pick up, which wasn't provided. Despite communicating via email with the resolution team, I still need this information. I have tried to contact someone from the unit without success. Please provide the necessary details for the return of the item. As it is a large and heavy box that requires two people to carry, I am unable to move it myself. I am looking forward to your response and assistance in resolving this error made by the shipping company. Your help is greatly appreciated.

I have two complaints for you. 1. I am frustrated with your suppliers who display items in pictures for sale but do not have those items in stock. It's misleading to advertise items that are not available for purchase, and I believe this is false advertising that Zulilly should address. 2. I dislike the recent change in how items are forwarded. Previously, a picture of the actual item would be sent, allowing recipients to see what was being shared. This modification to only send a picture of Zulilly itself will affect my future purchases negatively. - Marg Kerr

I've been a loyal customer of Zulily for years, always remaining logged in without the need to sign in. However, I recently realized that my outdated email address, [redacted], is no longer in use. I attempted to update it to my current email, [redacted], both in July and today (27 August [redacted]). Strangely, after logging out to refresh the page today, I am unable to sign in with either email. This is concerning because I have items in my basket to purchase and store credit in my account. To resolve this issue promptly, please reach out to me at [redacted] Due to my hearing loss, I prefer email communication over phone calls. Thank you for your swift assistance. Lynn Thomas

I made an order on September 26, [redacted], for Bible tabs with highlighters and a book named "Heaven, Hell, and Life After Death." Although some items were initially unavailable, everything arrived by October 13. Unexpectedly, on October 21, another set of tabs and highlighters arrived, along with a duplicate book on October 27, both claimed to be ordered on October 7, which I did not do. I am willing to return these extras if you reimburse the item and shipping costs and cover the return postage. I understand the time passed, but I contacted you weeks ago without a resolution. I hope you can be flexible on the time limit. Thank you, Christine Lorenz D.

Transaction ID # 8MBO9136B[redacted]P and Invoice ID # [redacted] were paid through PayPal Credit on Nov. 20, [redacted]. I have returned the item but have not received a refund credit on my PayPal Credit account yet. I paid my PayPal Credit account with a personal check on 12-13-21. Your assistance with this issue would be highly appreciated. Thank you, Janice Hastings

I received the coat on January 7th, and unfortunately, it is not the one I ordered. The coat I received is a puffy coat, but the one I actually ordered had fur in the color of the coat, and also did not have any branding on it. The coat I received is from Reebok, reversible, with a slogan on the upper left sleeve, and it has a faulty zipper. I would like to exchange it for the correct one. The size I ordered is large and in cranberry color, which I adore. I believe there might have been a mix-up with the sizes and colors available when my order was filled. Can you please check if the coat I initially ordered is still in stock? Thank you.

Due to my poor health, I did not realize a number of items from my orders had gone missing until later. Upon tracking the carriers, specifically the delivery company Hermes, I received a photo showing the items were delivered to a neighbor, although no note was left at my address. Despite checking with my neighbors and looking at the photo, the items were not found. Months later, I learned through the news that Hermes drivers were caught stealing from deliveries and falsifying delivery photos. Regrettably, I suspect my missing items were part of this theft. While I don't anticipate a resolution, writing about this situation has provided some relief.