Complaints
This profile includes complaints for Pink Lily's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 35 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/10/2023
Type: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 bought a pair of sandals I saw a Facebook influencer wear and promote on her live stream. Iv never heard of the company so I was hesitant. But I ignored my better judgement and took the chance and bought them. I got an email saying they will be delivered on Friday June 30th. Which was perfect because my shoe was that following Saturday. I then got an email on Friday that the shoes were delivered. I was confused because I have a ring camera in my front and back doors and no notifications about a delivery on there. So I gave it a couple days to see if they showed up. I tried to go on and track my shipment and fedex shows an option to see proof of delivery. I click on it and nothing comes up. So I send ink lily an email requesting a refund since I no longer want the shoes and I think they may be a scam. they advise to wait 5 days and reach out to them. So on the 6th day I reached out again and requested my refund. They said they will only refund if I file a police report. I asked them why would I file a police report on something that was never in my possession and I also asked why the proof of delivery Wong open? They never replied to me. I work hard for my money and don’t appreciate getting taken advantage of. I want my money back if they are a legit company and not scamming people like me.
Business Response
Date: 07/10/2023
Hi *****
I am so sorry you did not receive your package. Our policy is that we have to have a police report in order to refund or reship an item that states i was delivered but was not. As a one time courtesy I have issued you a refund for this order. Please allow up to 5 business days for this refund to show on your original form of payment. If you have any other questions, please reach out to us at ******************
Initial Complaint
Date:07/10/2023
Type: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.
Purchased $347.79 worth of Pink Lily clothing. The clothes are poor quality, smell weird and I didn't like them. Upon filing a return, the only option to get any type of refund was with a Pink Lily E-gift card instead of refund back to my original payment. I will never use a Pink Lily gift card for their clothing. This refund policy was not stated at the time of checkout and they don't tell you this until you go to process your return. After reaching out to the company, I was simply sent their "return policy" to read. I have never been so frustrated with a company as I am with Pink Lily.Business Response
Date: 07/10/2023
Hi ******
We are so sorry you were not satisfied with our return policy. I do see that you have already submitted a return on our website to send your order back to us. As a courtesy, I have gone ahead and issued a refund to you for this order. Please allow up to 5 business days for this refund to show on your original form of payment. If you have any other questions, please reach out to us at [email protected] and we will be happy to further assist you.
Customer Answer
Date: 07/10/2023
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:06/05/2023
Type: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 a couple of outfits from The Pink Lily for the very first time. One of the outfits is a Medium and is too big. I need to exchange it for a size Small. They are refusing any exchanges. I tried to contact them and they have an automated text that keeps saying it doesn’t understand my request. There is no phone number, either.Business Response
Date: 06/05/2023
Hi ***** We are so sorry that you are not able to process a return or exchange on our site. We have searched and are not showing we have any recent commybication with you. In order for us to further assist you with a return/exchange, please email us at ***************** and we will be happy to further assist you.Initial Complaint
Date:05/19/2023
Type: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.
Unsatisfactory product received. Requesting refund to payment method versus store credit.Business Response
Date: 05/30/2023
Hi ***! We are so sorry that you were not satisfied with your gift card for your return. I have disabled the gift card that was sent to you and issued you a refund 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 [email protected] and we will be happy to further assist you.Initial Complaint
Date:03/21/2023
Type: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 my first purchase from this company on August 15, 2022. The items that I ordered were unfortunately not as they appeared in the images, the items did not fit according to sizing guidelines, and the quality was very poor. This company only offers refunds in the form of a store credit. Since my first purchase, I have placed 7 more orders simply to find items that actually fit and to use my credit, and in hopes to find products that were quality made. Of those 8 orders and all of the items I have ordered overtime, I have only kept 2 of those items.
The orders total $669.80 minus shipping costs to return items back to the company for refunds.
I would like a refund from the company in the form of my original payment, not a store credit that I will not use.
I contacted the company by email, but have not received a response.
I have a charge for $102.95 and $134.90 on my credit cards plus a store credit of $50.10 and my most recent order for $166 which I will be returning all of the items.Business Response
Date: 03/21/2023
Hi *******. We are so sorry you are not happy with the items you purchased. We are showing that we received an email from you Sunday, 3/19/23 @ 4:48pm and replied 3/19/23 @ 6:34pm stating that as a courtesy we would allow a return for order # *******. If you have any further questions, please email [email protected] and we will be happy to further assist you.Customer Answer
Date: 03/21/2023
Complaint: ********
I am ok with that however I never received that email from the company. I am satisfied with this so long as I receive the refund and confirmation of that.
Sincerely,
******* *******Initial Complaint
Date:12/01/2022
Type: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.
The business Pink Lily committed to a Black Friday promotion of a free hat and free belt bag with the purchase of $150+.
I spent the amount, and Pink Lily put the promotional items in my cart. They also sent two emails, including that the promotional items were delivered.
The items were not delivered. In reaching out to the hep desk, they indicated the promotional items “ran out.”
This is absolutely a failure of commitment by the business Pink Lily. And it is a bait and switch tactic to ensure customers spend more money.
This erodes trust in the Pink Lily company. I am hoping the company can keep their promise and make it right for their customer.
******** *******Business Response
Date: 12/01/2022
Hey *********
Thank you for leaving your feedback. We are truly sorry to hear about your experience with the promotion on your order. We are showing one of our agents has added the free items to your order and they are being shipped this afternoon. If you have any additional questions or concerns please respond to the email that was sent to you.
Customer Answer
Date: 12/04/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I did need to reach out to the business, Pink Lily, to ask for shipping information, and I am still awaiting shipping information on one items (aka, it has not been sent out). I would like to leave this BBB complaint still open until the items are shipped and delivered. Thank you, ********
Regards,
******** *******Business Response
Date: 12/07/2022
Hi ********. We are showing that your hat and belt bag have been shipped with the following tracking numbers:
https://tools.usps.com/go/TrackConfirmAction_input?strOrigTrackNum=**************************
https://tools.usps.com/go/TrackConfirmAction_input?strOrigTrackNum=**************************
If you have any questions, please reach out to us at [email protected] or via our contact form on the website.
Customer Answer
Date: 12/08/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
******** *******
Initial Complaint
Date:11/28/2022
Type: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 was unfortunately influenced on Instagram to order clothes from this company. I do not believe that the return policy was stated very clearly from the beginning. I ordered over $300 worth of clothes hoping to return what didn’t fit for a refund. Well with my luck the quality of the clothes was very poor and the sizing was completely off. When I went to start a return, that’s when the store credit was posted. I’m very let down by this business for not offering refunds, even after reaching out through their websites customer service chat option. I wish I would’ve thought to check reviews better places other than their actual website. It would’ve saved me a lot of trouble and over $300! I won’t be ordering from there again and now I’m stuck with this store credit!Business Response
Date: 11/28/2022
Hey *******
Thank you for your feedback. Our return policy is posted on our website https:/************************************* We are always striving to improve our policies and appreciate the feedback you provided will help us do so. We have reached back out through email to resolve this issue. Please respond to the email if you have any additional questions.
Initial Complaint
Date:10/03/2022
Type: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.
Transaction date: September 22, 2022
Order total: $78.23
item total: 3 items
Subtotal for 3 items: $66.75
Shipping: $13.90
tax: $4.53
i received 2 out of my 3 items on September 26, 2022. The items were no where what i expected, the color was not the same and it ran too small. I started a return in which they charged me $6.00 MORE to return the falsely advertised items. I left 2 reviews on each of the return items regarding my experience and honest review, in which the contact team asked met to reach out, i reached out and they could not offer any help. I realized that i would have to pay for shipping AGAIN if i wish to used the store credit provided for the items that i returned, i was at $22 for shipping on 3 items, two of which i returned. The customer service apologized and said they can not provide a refund for the two items. I want a refund, the clothes was not as advertised and i paid $22 for shipping on one shirt at this point.
additional information: I had ordered multiple items from a different website in the same size and they were ALL true to size. this one particular outfit i ordered from Pink Lily was way too small, not true to size at all AND the color was falsely advertised.Business Response
Date: 10/03/2022
Hey *****,
Thank you for your feedback on your support experience. We are sorry that your most recent interaction with Pink Lily didn’t match your expectations. We have looked into the return issue and do see the previous agent did authorize your refund which will be applied back to your original form of payment within 3-5 business days. Please feel free to reach out to us on our Contact Us form.https://pinklily.com/pages/contact-us if you have any additional questions. Again, thank you for your feedback.
Initial Complaint
Date:09/21/2022
Type: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 a large purchase on the Pink Lily website for order #******* on September 3, 2022. I wasn't aware of the store credit only policy. I need to return a total of $687.36 in merchandise. I just did a chat to request an exception to the policy and receive a refund instead of a store credit and it was denied. They then said they would do 50% store credit and 50% refund. I accepted this for now but feel their practices are deceptive as this is only explained in the terms and conditions and not on the check out page. If the company was able to agree to a 50% refund, why aren't they able to do 100% refund? Buyer beware for certain as most internet only stores do not have a policy like this. I am filing a complaint and hope to receive my refund in full and not a partial refund.Business Response
Date: 09/21/2022
Hey *****,
Thank you so much for taking the time to leave your review. We are truly sorry we let you down. We’ve taken your feedback and the feedback of other reviewers to heart. We welcome all customers' feedback as this provides us with valuable insight into our products and services and will allow us to improve. We have responded back to your chat and authorized a one time return for a refund. Please reach back out through the contact form https://pinklily.com/pages/contact-us if you have any additional questions.
Customer Answer
Date: 09/28/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***** ****
Initial Complaint
Date:09/06/2022
Type: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 a large purchase of almost $500 and had I known the refund policy was gift card only, I would have never made a purchase because this was my first time and you never know what you’re going to receive the first time you order from somewhere. The quality of these clothes are terrible! I spoke to a customer service representative and she was unwilling to budge on the policy even though it isn’t at the checkout page, just under the terms and conditions checkbox which nobody ever reads. I assumed it was like MOST other businesses and does the right thing and offers money-back guarantees for unworn clothes. I even brought up how they’ve offered money back on the bbb website resolutions but wouldn’t extend the same courtesy to me. Please don’t shop here unless it’s a tried and true place for you because you’re only going to be disappointed in the quality and receive a gift card which you won’t even use!Business Response
Date: 09/06/2022
Hey ******,
Thank you so much for taking the time to leave your review. We are truly sorry we let you down. We’ve taken your feedback and the feedback of other reviewers to heart. We welcome all customers' feedback as this provides us with valuable insight into our products and services and will allow us to improve. We responded to your email on 9/3/22 at 9:12 am CST letting you know as a courtesy to you we have authorized a refund. Please respond back to the email if you have any questions or are needing additional assistance.
Customer Answer
Date: 09/07/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
****** **********
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