Zulily Nightmare, Help Required

catspjs · 6 November 2012 at 9:16PM

visidigi wrote: »

How can the same order weigh 3lbs less the second time? Or are we saying they put even less protective material in the second box?

I was going to keep a couple of items that were ok, but didn't want the duplicates.

catspjs · 7 November 2012 at 12:35PM

Just to let you know that it all worked out well and I am very happy with the outcome.:j
After a rough night's sleep worrying about it, I was overjoyed to read the email below this morning. My gripe wasn't only the thought of having to deal with and pay for the returns, but also the fact that I was treated so shoddily. I'm very happy to say though that this company does care and I was dealt with very generously in the end.

"Thanks for your patience while I look into this order for you. I am so sorry that your experience did not go as originally anticipated. Ordering from zulily should be fun, and the items you receive should only be of great quality. I want you to know that we are going to do everything we can to resolve this for you. The first thing that I have done for you, is refunded the entire order to your original form of payment. I would never want you to pay for items that arrived in the condition that you described. We do not need you to send anything back to us. You are welcome to keep or dispose of the items as you see fit. Your refund should post in the next 3-5 working days.
I also added an additional £15.00 store credit to your zulily account. I hope that you will give us a chance to change your perception of us as a company. I know that with future orders your experience will be different. Our members are so very important to us, and we want to only inspire smiles.
The last thing that I did was check on the reshipment you had mentioned. I can find no record of us creating a new parcel for you. If you do by chance receive another parcel, please feel free to keep or dispose of those items as well. It is important to me that you do not experience any further inconvenience."

It's a shame customer service can be a so slapdash in order to cut corners as an extra 5 mins would have made all the difference. I would have been happy for them to acknowledge the damages in the first place and for them to pay for the returns and then refund. This is normal practice in my experience. Also a little more careful packaging would help too!

Anyway I just wanted to set the record straight in case anyone has any doubts about ordering from them.

Thanks for your help & support arcon5 & MothballsWallet, it was very much appreciated.