Rebecca E.

I just placed my first order with Zulily. My sister is pregnant and I found some hilarious onesies that I had to buy. When I went through to purchase those items I saw the offer they have for masterpass. If you spend $50+ and sign up for masterpass they will not only give you free shipping, but will also take $15 off your purchase. After filling out all of the masterpass information my card was charged for the full amount with shipping included and I didn't get a $15 discount. I called the customer service number on their website thinking that it would be an easy 5 minute call and everything would be solved. The woman listened to my situation and asked if I had, for sure, filled out the masterpass information, I said yes. I was then put on hold while she tried to figure out what she could do for me. The solution she came up with was that she would zero out my shipping and then I could have a $15 credit applied to my account for my next purchase. A credit to my account? The money shouldn't have been charged on my card in the first place and the best they could offer was a credit? I told her that I wanted the money put back on my card and her explanation of why she couldn't, was that masterpass is a new thing they are doing and so there are still bugs. Apparently those bugs mean that they can't refund anything, even if you are charged incorrectly, so the only option is a store credit. I was so frustrated by the end of the call that I cancelled my order. That is essentially stealing and i'm not interested in supporting a business that treats customers so horrendously. I will not be placing any other orders with Zulily.