kj J.

Zulily is fine IF you don't have a problem with an order but lookout if you do. We ordered two nightgowns on Aug 28th. On Sept 20th we received one, with absolutely no explanation as to why the second wasn't shipped. We immediately contacted Customer Service on Sept 20th. The Customer Service rep could not find a reason as to why the second nightgown was omitted from the order. She stated she would contact the vendor, which could take 2 - 3 days, to see why the second nightgown was not shipped and would contact me with an update via email. As of Sept 30th, we had not received any feedback at all. Today I contacted Zulily Customer Service again. The rep I spoke with indicated that they would be receiving more nightgowns in within a week or so, at which time, the missing nightgown would be shipped. By the time the item is received by Zulily and is shipped, which takes 7-10days, the Oct 14th birthday will have come and gone. One would expect if an order was placed in August, it wouldn't take 7 weeks to get.
Our main frustration is with the total lack of communication. Zulily needs to reevaluate their Customer Service policies regarding mandatory feedback to customers, especially when there is a problem. Had I not reached out to them again, I would still not know the status of my order. The original rep stated she would contact the vendor on Sept 20th. According to today's rep, Zulily "reached out" to the vendor on Sept 26th. No explanation as to why they delayed contacting the vendor. As far as we are concerned, PROBLEMS = NO FEEDBACK, NO EXPLANATIONS FOR THE LACK OF FEEDBACK, EMPTY APOLOGIES.