Complaints

This profile includes complaints for Pink Lily's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Pink Lily

  323 Mitch McConnell Way Bowling Green, KY 42101-7520

  
• 

  Pink Lily

  2425 Scottsville Rd Ste 100 Bowling Green, KY 42104-4457

  
• 

  Pink Lily

  1030 16th Ave S Ste 320 Nashville, TN 37212-2357

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 4 items for my daughter’s birthday. Because of this a week passed prior to them being opened. One item was as expected regarding fit and quality.
  The other 3 were not.
  A sequin skirt had multiple spots where the large sequins were missing. 2 were loose in bag. There was another place that had a glue of some sort on the sequins. But the worst was finding a red arrow sticker which had obviously been placed by the company after it being previously returned, to designate a large area missing sequins.
  The policy for damaged items requires it being reported in 3 days!? I was not inspecting each piece before wrapping for a gift. I assumed there was some level of quality control at the company.
  The bathing suit bottom that was received was cut VERY differently than the one pictured online. It was obscene. Obviously the bathing suit top and bottom were returned. Upon submitting the return I found out a GIFT CARD would be issued??? AND I would be charged for my return!!? This was not made obvious during checkout or I most certainly would not have ordered from this online company. The fact that I was sent an item that was defective and another that was completely different than represented and I pay return shipping AND get a gift card rather than a refund to my credit card is totally unacceptable. I did include pictures with the return submission to the company of all I have stated, with exception of glue on sequins as they only allow 2 pictures max per item.
  Order # *******

  

  Business Response

  Date: 05/03/2024

  Hey ****! I am so sorry for all the issues with your order. I have reached out to you personally through email. 

• Initial Complaint

  Date:04/16/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a swimsuit from Pink Lily for $56 (the price seemed a bit steep but the photos looked really cute and worth the price). Upon receipt, the item was not the quality I expected but I tried in on anyway. The fit was terrible (waist was too tight but then too loose and everywhere else). I had the same issue with the top. Additionally, the colors were not as pictured. The day I received the item in the mail I initiated a return. Not only was I charged for shipping back but I also only received a gift card option. No where during your purchase flow does it state that returns are not to original form of payment and, if that was stated, I wouldn't have purchased from an online company then. The whole allure of online shopping is ease of returns when things don't fit. Now I'm stuck with $50 to this boutique that i don't want to risk ordering again because if I don't like the item, that's another $6-7 in shipping lost and another gift card.

  

  Business Response

  Date: 04/18/2024

  Hey ********! I am so sorry for your frustration with our return policy. For a one time exception we can allow you to return your order for a refund. I have noted your order. If you have already returned the order, please reach out to us at [email protected] once you receive your gift card and we will fix the refund. 

  Customer Answer

  Date: 04/22/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** ******
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:04/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/31/24 Order ********
  I submitted a return request within 2 days of receipt of the items. I ordered multiple items for my daughter and myself to try on. I was only given the option to receive an email with a gift card for pink Lily rather than a refund in the original form of payment. I can understand having to pay shipping to return the item but I should not have to only receive a gift card. If I want to shop on the website, I will go and shop at that time. When checking out, this should be clearly stated that the only form of refund offered is a gift card rather than original form of payment.

  

  Business Response

  Date: 04/11/2024

  Hey *******! I apologize for your frustration concerning out Return Policy. I have noted your order for a refund to your payment method and also reached out to you through email. 

  Customer Answer

  Date: 04/11/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution has not been satisfied as of today. I was told via email that once I get the email gift card I can reach out to pink lily to request a refund. I hope pink lily does the right thing and issues a refund in the form of payment for my purchase. 
  
  
  
  Sincerely,
  
  
  
  ******* ****
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from Pink Lilly, several clothing items to see how they worked out. They did not fit and they were poor quality. I went to start my return the next day after I received my order. I went to choose exchange or refund and I selected refund, realizing it is only store credit. I spent a lot of money hoping to try out these items, I emailed customer service and she simply told my I’m sorry only store credit and didn’t even offer any solution. I think this is very sneaky how it is not advertised as store credit only, and I would have never ordered from an online store that only gives store credit. It only discloses this policy after you go to return.

  

  Business Response

  Date: 02/06/2024

  Hi ******. I am so sorry you were not happy with the products you received. We are showing that you emailed with one of our representatives yesterday and they did approve your return for a refund. If you have any other questions, please follow up with us on that email thread and we will be happy to further assist you.

  Best,

• Initial Complaint

  Date:11/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 11/23/23 for a total of $224.12 and am currently working to return two out of the 7 items from the purchase.
  
  Come to find out, hidden on their website, they only provide refunds in e-cards to Pink Lilly. Being a first time buyer I was not aware and would not have made this purchase otherwise as these two items were too big.
  
  I reached out to customer service who referred me to their return policy after expressing my frustration and gave no other portions to the resolution.
  
  The e-card refund is not helpful as sizing varies and am unable to receive full refunds on purchases I may need to place multiple size orders.

  

  Business Response

  Date: 11/30/2023

  Hi! We are so sorry that you are not happy with the items you purchased and would like to return those. Please email [email protected] and we will be able to further assist you with making a return for a refund for these 2 items due to you being a first time customer. 

• Initial Complaint

  Date:11/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order was placed 11/14/23. After 3 days I logged in to check my order status. It showed “unfulfilled”. So I submitted a request to ask regarding delays or normal wait times? No one replies.
  
  11/21 - One week later I logged into their instagram (I don’t follow them) I asked a question online. “Hey how long do orders usually take?” I’m curious because it’s been a week and nothing. No email updates, no reply to my inquiries. Nothing. They reported me to instagram. Who has now blocked my comments. ?? this is crazy. I guess paying customers are not allowed to ask questions on items paid for?! Is this not a professional business ?

  

  Business Response

  Date: 11/22/2023

  Hey ****! I apologize for your frustration. I do see we have one email from you this morning that my team member did respond to. Please check your spam folder in case our emails do go there. Graphic items are made when ordered and they do take a bit longer to ship out. I have upgraded your shipping on your order for free so that when it is done, we can get this to you fast. If you have any questions, please reach out to us at [email protected] 

• Initial Complaint

  Date:11/17/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered clothing on 9/27/23 expecting items to arrive on 10/3 as the tracking stated. My mail was delivered at 7:46p that night, yet the package was marked delivered at 7:31p.
  
  I reach out to their customer service on 10/8 & provided Pink Lily an explanation & footage of my doorbell cam proving it did not get delivered that night. USPS delivered 1 single letter. It did not get delivered any time after.
  
  I followed up on 10/12 bc their site says 24hr response time. I got a reply on 10/13 saying they filed a report us USPS (I also did).
  
  On 10/24, I got a generic response stating USPS claims it was delivered & I need to file a theft report with local PD in order for them to process anything.
  
  On 10/26, I wrote back stating that I could not find on their site where it says I have to file a police report. I see on the insurance link it says “In the event of theft, Underwriters may require a police report to be filed with the local authorities and/or a signed affidavit attesting to the theft of the covered property. Security video, showing evidence of theft, may substitute for a police report and/or an affidavit.” … but I did not see where their site specially says that. I provided them screenshots of dates and times of the delivery from my doorbell cam. It was was marked delivered 15 mins before USPS ever got to my house, I was waiting for them at my front door. You can see that on the camera. This package was not stolen, it was never delivered. I needed the new clothes for a new job, I do not have time to take off work to file a report. I don’t believe I should be the one held liable for this and out $217.
  
  I got no response again & had to send a follow up on 11/10. They replied the same day with the same generic response about the police report. I should not have to take time out of my day or waste police resources when I provided documented evidence of the mail delivery the night of 10/3.
  
  I wanted my items, but at this point just want my money back.

  

  Business Response

  Date: 11/17/2023

  Hi ******! I am so sorry you have not received your order. It is policy that we require a Police Report prior to issuing a refund for lost/stolen packages. I have gone ahead and taken care of this for you however, in the future if this happens again, you will need to file a police report in order for us to move further with the process. Please allow up to 5 business days to receive your refund. If you have any further questions, please reach out to [email protected] and we will be happy to further assist you.

• Initial Complaint

  Date:09/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order #******* on Monday 9/25 @ 3:56pm est. for the items listed below in my attachment. Tuesday morning, I received an email stating that my order had been altered. After reviewing my order, I noticed that the item" Overthinker Mocha Oversized Graphic Sweatshirt - Small" had been removed from my order. When I contacted customer service back about this change, I was told the item wasn't meant to be listed for $0.00 and that it had been removed from my order. I was given a link to the current updated item listed for $55.00 and told that I would have to purchase it again if I wanted to buy it and at the price listed. The cs rep offered a 30% coupon to be used although the whole website already has several coupons that can be used now. I informed the rep I understood the error on their part although since I have already paid for my item, I would like what I originally purchased to be honored. The CS rep stated they could not do this. One reason was that the item was not in stock at the $0.00 price. I informed the rep that this was incorrect, and I would not have been able to purchase the item if it wasn't in stock. The CS rep firmly responded that they will not be honoring my original purchase order. At this point I advised them to cancel my altered order as this is not what I originally purchased. I believe this is considered false advertising. Although there was an error on their part for pricing on their website, the item was still made available and able to be purchased. Furthermore, another order #5384575 that was placed the day prior had an item that was purchased and no longer in stock, but no one communicated that information to me. I only found out about it when checking over my orders and seeing that it said partial fulfilled. All the while these items are final sale thus not allowing for cancelation of the order unless notified before being fulfilled. The CS rep did say she would help me correct the second order once returned.

  

  Business Response

  Date: 09/26/2023

  Hey ******! I am so sorry for the frustration and mixup with the website. This was a mistake and we do apologize. I do see my team was able to help you with a return. Please reach out to us at [email protected] 

  Customer Answer

  Date: 09/29/2023

  a
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This was not a correction to the problem that came up. The item removed from my order should have been placed back on my purchase as originally chosen. I understand that pink lily thinks the customer service helping with a return they initiated not me was helpful but it was not. When operating a business and you have an error in pricing on your part, the part of the business,  you should not make the customer correct the error of the business. Furthermore the price of something should be the price, error or not, otherwise that would be considered lying. Again love Pink Lily, but there has to be accountability and not passing the responsibility onto the customer. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 10/09/2023

  Hi ******! I am so sorry you were not satisfied with our response to your issue. I am showing that on 9/26 you requested that we cancel and refund that entire order once we notified you that the sweatshirt would be removed from your order to which we did process the cancellation. As a one-time courtesy, I have added this sweatshirt to your most recent order placed on 10/7 to be shipped to you. If you have any other questions, please email [email protected] and we will be happy to further discuss the issue.

  Customer Answer

  Date: 10/14/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. My findings are that although the business's response did not factually recount the actual events and course of actions taken, their final attempt to resolve the problem by sending me the item removed from my original order in error, has made this resolution is satisfactory to me. Going forward seemingly trying to place fault/blame on the customer for an error on the company's part shouldn't be an acceptable practice. The tracking # *******************************, is of the item shipped and received by me. Thank you
  
  Sincerely,
  
  
  
  ****** *******

  
  

  ***** *** *** ***** **** ***** **** ********* ****** ******** ****** ** ***** ******** ********* ***** ***** ******** ***** **** ******** ** *** ********** **** ******* ******* ******** ***** ********* **** ************* ******* ****** ******* ********* **** ****** *** ******* ********* *** ********* *********** ** ***** ********* ******* ********* *** ** **** *** *** ******** ********* ***** ***** ********* **** ****** *********** ** ****** *** **** *********** ** ***** ********* **** ************* ***** *** *** **** ************** 

• Initial Complaint

  Date:08/14/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an order on Pink Lily's website following a post made by an influencer. Once received, I was unhappy with the sizing (all over the place) and the quality, so I returned all of the items. I got an email with a gift card code as funds for the purchase that did not even total the amount that I spent, nor were all of the items credited (total was $174.52). I did not pay with a gift card (I paid with Shop Pay) and expected my return to be refunded to my original purchase method. Their return policy is hidden on their site and the items should have been marked final sale. I reached out to Pink Lily and was sent their return policy stating thus and when I mentioned disputing the charge with my bank, the customer service agent ended the chat session. Very unprofessional and I will never do business with them again. I want a refund for this purchase.

  

  Business Response

  Date: 08/14/2023

  Hi *******. I am so sorry for the experience you had with our company. I have gone ahead and cancelled the gift cards you were issued and issued a refund back to your original form of payment. Please allow up to 5 business days for that to reflect on your bank/card statement. If you have any other questions, please email [email protected] and we will be happy to further assist you.

  Customer Answer

  Date: 08/14/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased $321 worth of clothing from Pink lily on June 17, 2022. It was my first time buying anything from them. Had no idea about their return policy! I sent in my return and found out then that i would be reimbursed by a gift card. I would never buy anything from this company again. Also worst customer service i have experienced. No phone number and they just start ignoring you through their chat service. Very disappointed with Pink lily.

  

  Business Response

  Date: 07/24/2023

  Hi ******! I am so sorry you were not satisfied with our return policy. As a courtesy, I have disabled the gift card you were issued and issued a refund to your original form of payment for the gift card amount. Please allow up to 5 business days for that to show on your original form of payment. If you have any other questions, please email ***************** and we will be happy to further assist you.