Jenna G.’s Reviews of LilyBoutique & more

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6/12/19

DON'T buy here! Not only did I pay Express and it didn't arrive on time. But one dress was wrongly marked in stock so was refunded; two stayed on the order and once they came in one was severely damaged and the other wasn't even the right color. So I said no big deal I'll buy new dresses and return these. WRONG! They make YOU PAY return costs! 26$ just to return their damaged item they sent and the other that wasn't even the right color! I'm very disappointed and will NEVER pay for anything from this low quality and horribly organized Lily boutique ever again. To think I was sending friends to order here. Nope I intercepted that they will not order from here either. WORST EXPERIENCE EVER!
I'd say call them... but they dont even answer their phones! Or emails what a joke! Maybe after this review they'll respond to my email but I'm not going to hold my breath.

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J K. – LilyBoutique Rep Over a year old

We are sorry for the unfortunate experience the customer had with her order. This is not typical of our store and we already took steps to contact the customer and resolve the issues this morning. We respond to all e-mails and answer phone calls during our business hours, and we responded to her e-mail within 24 hours of receiving it.

We received an e-mail from Jenna last night (6/11) and responded this morning (6/12) at 9:44 AM. We haven't heard back from her and were notified of this review this evening. Our customer care line is available from 10 am - 4 pm CST Monday through Friday and did not receive a phone call during business hours so she may have called after hours if no one was available.

We looked up the tracking information for her shipment and discovered that the postal service lost the package for 3 days in their sorting facility and did not deliver it within the guaranteed time frame. We contacted them to try to find out why it did not move for 3 days and what happened. We apologized to Jenna and refunded her for the Express shipping this morning at 9:50 AM. We also e-mailed a return label this morning so that she could ship her order back. We offered to send out a replacement or refund for the defective style.

In regards to the confusion about the color of the dress, the customer stated in the e-mail that she thought it was supposed to be coral. The color is listed as Antique Pink and is a dusty rose pink color:

https://www.lilyboutique.com/nila-crochet-lace-capsleeve-pencil-dress-in-antique-pink-8834

We e-mailed a link to our coral dresses because we have similar styles in coral and offered to ship anything she wanted to order with free shipping:

https://www.lilyboutique.com/orange-and-coral-dresses

Unfortunately, one of the items in her order was out of stock due to a discrepancy in our inventory. A Medium was listed as Large and the shipping department noticed the error when they tried to pull the order in the warehouse to ship it. We immediately refunded the customer for the dress ($21) 7 days ago on 6/5 and sent an e-mail to notify her about the out of stock item.

We want to sincerely apologize for the disappointing experience and have taken steps to resolve it to the best of our ability. It is never our intention to mislead or disappoint a customer. We sent an e-mail this morning apologizing, refunded her for shipping, contacted the postal service to find out why the package was late, sent a return label to her, and offered to ship anything else she might want to order for free. We look forward to hearing back from Jenna to resolve this.