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:08/05/2022
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 purchased a pair of jeans in my size from this company in December 2021. I wore the jeans twice and on the second wear, they ripped up the leg. This was February 2022 and I had requested an exchange for a new pair and it was granted. This time, I actually exchanged for the next size up just to be safe as I really liked the jeans and didn’t want them to rip again (although my original size fit perfectly fine). Once again, I wore the jeans only a few times and in June 2022, they ripped up the leg the exact same way. I reached out to customer service with pictures and they told me that I would have had to tell them within 3 days of receiving in order to receive a refund or exchange. This doesn’t make much sense considering they were exchanged the first time after two months. They also stated that they are not responsible for damage due to improper care or incorrect sizing and neither of those apply here. Clearly, if the jeans were ripping in the same spot, there is an issue with the product. I’m extremely disappointed in how this was handled.
Business Response
Date: 08/05/2022
Hi ****! We are so sorry about the issue with your jeans! We take great pride in providing top quality clothing to our customers and are so sorry that you have not had this experience. As a courtesy to you, I have gone ahead and issued your refund for these jeans. You will receive an email in the next few minutes confirming the refund. Please allow up to 5 business days for that to show on your original form of payment. If you have any further questions, please reach out and let us know.Customer Answer
Date: 08/09/2022
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:07/29/2022
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 received my order ##******* from Pink Lily. It was the first time I had bought anything from them and their return policy was not readily available upon checkout. I would never have purchased anything if I thought I was only getting store credit. I purchased $933.14 worth of merchandise. I found all of the items were not as shown, described or match their sizing chart and are poor quality. Even the colors were not close to what was shown online. I kept two pairs of shorts and a bracelet. The shorts are unwearable after a single wash. Due to the fact that nothing is as shown or described on their website, I have no interest in ordering from them again. I have tried to reach out to them with a request for refund and I get back a generic message that they only offer gift cards. They need to show their return policy upon checkout or make it clear to everyone that orders that this is the practice. I would never have bought anything at all if I had been aware of this practice. Judging from all of the complaints it seems that they continually do this deceptively. I want a refund for the $797.53 worth of merchandise I returned and will never do business with this company again. I wish I had seen these complaints before ordering.Business Response
Date: 07/30/2022
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 emailed you directly to assist with this matter. If you have any questions, please respond to the email.
Customer Answer
Date: 08/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of a full refund 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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