I've been shopping with Zulily since April of 2011, and from that time have had 12 orders either completed or processing (I just placed another order last week.)
Most everything I've purchased from them, understanding that the process is much like drop-ship, has been either excellent or satisfactory. Knowing that it might take a while to get the goods, or that the order could be cancelled, I have never ordered anything I need right now.
I said most. I've had two exceptions to this, and I'll explain how I approached them and how they responded.
A couple months ago I ordered some blow-out sandals for my daughter, which were advertized as sueded leather. That's getting harder to find, and I don't dig pleather. It doesn't hold up, and I resent paying leather price for plastic shoes...
These were VERY inexpensive, and exactly the style I knew my daughter would love. Ordered.Turn-around was within a month or ordering, might have been the third week after placing my order. That was fine...but upon inspection I realized that the description was wrong. Synthetic, not leather. DAMN. Well, she loved them and even with shipping, came out cheaper than what I could have found locally, so I kept them.
Most recent order that has shipped - ordered an unusual item not found in the States, one of the funky Eco-Euro brands, and something I'd wanted for my kid but hadn't quite come to appreciate the price, even at a discount. Finally, when it was the only size left, and the only one left, I ordered it.
That came rather quickly - I think it was within two weeks of ordering, though part of the order is still pending...(that's alright - it's for winter.)
The item seemed fine, looked it over and decided to launder it according to the label. Solid, faded black garment. After washing, a splotchy faded black and light brown garment. NO NO NO NO. Gentle soap, careful cycle...no bleach...this isn't right.
I contacted them immediately, and without anger but concisely explained to them what had happened to this item, and in addition about the leather sandals that weren't.
I really didn't expect much since this was a final sale, but I left it open, "Please advise."
I received a response within 24 hours, full of apologies, and although they would not authorize a return, told me to keep the damaged item (I'd explained I would try to redye it) or donate it, credited my card back for the purchase amount (I had other things shipping) and gave me a store credit for the sandals my daughter is wearing...and another $10.00 merchandise credit for my troubles.
So, yes, I would prefer that the order had gone smoothly, but either my way of communicating was effective, I lucked out and got the right CS agent, or they've had enough complaints that the company is starting to modify how it handles merchandise issues.
I will continue to order from them, but as I mentioned above, also with a caveat - nothing I need now, and not for anything I can't live without.