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Business Profile

Clothing

Lilly Pulitzer

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

This profile includes complaints for Lilly Pulitzer's headquarters and its corporate-owned locations. To view all corporate locations, see

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Lilly Pulitzer has 3 locations, listed below.

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    Customer Complaints Summary

    • 54 total complaints in the last 3 years.
    • 15 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/19/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      May 14-$233 Fraudulent charge on my debit card. Ive been calling, emailed and chatted with no response nor help! I did not authorize nor make this charge. Ive contacted my bank which can only resolve and credit me when this company decides to response and assist in the investigation! ******** customer service non existent!

    • Initial Complaint

      Date:05/17/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Ordered a swimsuit from a pop up sale and received a defective item. The torso of the swimsuit was abnormally short. I could not pull it up beyond my elbows because there was not enough length to go past them! Contacted customer service right away and they did not listen to me and just kept repeating that it is final sale. I wrote again and sent a picture and I heard back right away saying that there is no defect and repeating again that its final sale. I do not think that anyone looked at the picture that I sent. I wrote again but customer service is no longer answering my emails. I have bought many products over the years and have never had a problem. They do not seem to care about a defective product.

    • Initial Complaint

      Date:05/06/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 the ***** navy blue dress on April 26th, with an expected delivery date of April 30th. When April 30th came and went, I checked my order status online, which continues to say it is packaged and awaiting pick-up from *****. As of May 6th, the status remains unchanged. When I try the live chat it's a robot and says the same thing. There is never a live person.What is concerning is that when I call, I always get a recording saying no one is available to speak to me and directing me to the online order status feature, which still says the package is ready to go. When I email customer service, I always receive an automated response stating that my order has not shipped and thanking me for my patience.All I want to know is when my order will ship! I ordered this for my son's graduation ceremony on May 11th, and now I won't have it in time. I can't even speak to anyone to get an answer! I spent $180.08 on this dress, and this was my first order with your company. I have never experienced such a lack of customer service before, where it's impossible to speak to anyone! If I can't receive this order by Saturday, May 10th I want a refund! And in looking at the reviews you don't refund people either!!Given the cost of these clothes, customers expect much more from your company. I can't believe this is how you operate. I will never buy from your company again!

    • Initial Complaint

      Date:03/18/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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 online on March 14th. It is Mrach 18th, It has not shipped yet and I need to cancel as the size is incorrect. I called customer service to cancel and refund the order as it has not shipped. ***** from customer service told me the system "locks" her out and there is nothing she can do. Unacceptable and illegal.

    • Initial Complaint

      Date:02/04/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 the frame originally in July 2023 they broke in June 2024. The eye *** replaced them for free under warranty and I got them in back in July 2024, and then that pair broke in Jan. 2025. They told me there was no warranty because the original pair was bought over 1 year ago (the warranty period) but that was on the first frame, the second (replacement frame) was only 6 months old. How can that not be a 1 year warranty because it's literally a NEW FRAME. I've been wearing glasses for over 50 years and I have NEVER broken glasses that couldn't be repaired. And that was like once - but this frame broke twice! I don't take them off and on all day, I can't see without them so I wear them all day, and they just literally fall apart! I've never been so disappointed in a product as I am with this, it's a very expensive frame and supposedly a good brand. I'm not impressed at all. I have insurance so I paid ****** for them and I certainly don't want another one of these so I'd like a refund to get a good frame.

    • Initial Complaint

      Date:12/30/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Hello Purchased an item from website 12/12/2024. I tracked it daily. I got a notification it was delivered. Nothing was at my front door or in my mailbox. I asked my neighbors, I posted on our neighborhood website. I waited 3 business days- checked all ring cameras and other surveillance cameras on our home. We did get ***** deliveries that day but not this item from Lilly Pulitzer. Ive contacted the company everyday nearly, finally someone opened a case with *****. ***** called me to gather information including a description of my home. I provided them with all info I had. Offered video footage. The item is marked as delivered 12/14 1:06pm they cant give me a photo bc they say its blurry. A photo would help me post to see 1. A door it was left at or mailbox and or a welcome mat. Again, ***** reached out and claimed they state it was delivered but cant provide any photo evidence and to contact the shipper. Ive contacted Lilly Pulitzer daily. Its been 2+ weeks and no resolution. I did purchase a new sweater different size and it arrived no issues. Im looking for my original order with a size small sweater that should have been here over 14 days ago. ******** Is the order number. Im looking for a solution. Ive paid for an item that had not been received and its 100% not okay. Thank you

    • Initial Complaint

      Date:09/18/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Ordered4 products 8/24/24. Never received. 4 emails to customer service requesting refund. They told me to check neighbors to see if they got package. I requested proof of delivery, never received. Their customer service will not respond.

    • Initial Complaint

      Date:07/29/2024

      Type:Product Issues
      Status:
      Unanswered
      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 have been trying to reach the corporate office via email , social media messages and phone calls without any returned messages . I bought a pair of shorts they frayed in the inseam. I wore them once sent them back all less then 30 days . I wanted a return thinking if I I wore them once and they fell apart I dont want them and all the hassle . Well they didnt refund or give a store credit they mailed me their broke. Shorts back with a letter saying sorry there was a stain and no tags. There is 100% no stain but there is a HUGE where they started falling apart (while I was at my office and coworkers had to tell me) yes there were no tags but something should last more then one wash and one wearing .

      Customer Answer

      Date: 08/01/2024

      Hi the store responded. They will not issue a refund or even an exchange for a item that has been worn with no tags and washed. I do feel this is unfair since I purchased the shorts on June 10, 2024 and they arrived at my house on June 12, 2024. I did not wear these shorts until June 28, 2024. I washed them on July 3, 2024, and put them on for the 4th of July and that is when I noticed the big tear in them. I sent them back via ***** on July 4, 2024 ************************* warehouse received them on July 5, 2024 . My issue is I wore them once, washed them once, and they refuse to stand by their own product. To me this says a lot about a company. They charge any wear from $80-750 for an item of clothing, and the quality as of this past year has been no better then something  you would find at the dollar store. I have never experienced this kind of customer service for being a loyal customer for at least 6 years now. I strongly feel that if a company truly believed in their product and something is defective all in less then 30 days they should either refund the money , store credit, or replace the item at the very least. 

      Customer Answer

      Date: 08/28/2024

      Good morning! 

      I have gotten written notice from the company on two different occasions . They are not willing to do in store credit, exchange, or return for refund. They said that the item did not have the tags on it so there for they cannot help me at all. This is unfortunate. Thank you for helping me I will take the matter to social media and maybe get a response that way. There has to be a compromise in this situation since I had not owned the shorts for even 30 days at the time that I returned them. I am not asking for anything special just what is right. 

    • Initial Complaint

      Date:07/29/2024

      Type:Product Issues
      Status:
      Unanswered
      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 June 28, 2024. The order amount was $123.05. They sent two items of the 5 ordered and charged my credit card $29.96. A few weeks ago, a charge of $225.77 appeared on my card from Lilly Pulitzer. I was so confused because this would total $255.73 for the order. I contacted them and they said I was only charged $93.09. I let them know that I am not making it up and told them that the charge was $225.77. The next day I had a charge for $93.09 and $132.68 which totals $225.77. I emailed them again regarding this issue and even sent a screenshot of the charge. This was sent on July 25. They had asked me to contact them today if the charge was still there, so I did this morning. Their response was horrific saying that they have no charge for $132.68. It is shown in the screenshot I sent you this morning. I have sent at least 10 emails over this and they have been nothing but rude and unhelpful regarding this matter. I am not sure how it is okay for a company to charge over double for an order placed. I am beyond frustrated and want this resolved ASAP.

    • Initial Complaint

      Date:07/23/2024

      Type:Product Issues
      Status:
      Unanswered
      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 dress from Lilly Pulitzer with the hope of matching my daughter for her birthday party (as they are one of the few websites with mommy and me dresses for her size). The dress had a sickening perfume smell, which I assumed, like any rational person, would wash out. However, I have washed it several times, aired it out, washed it with vinegar, washed it with baking sodaand the smell remains. It makes my throat constrict if I sniff the dress. I'm filing a complaint because Lilly Pulitzer appears to be aware of this issue but would not rectify it other than giving me 20% off a future order. I have located multiple reviews online that tell the same story: someone ordered a dress, figured the perfume smell came from an old lady who tried it on, could not launder out the smell, and was told that since they removed the tags that it was final sale and they were out of luck. This is clearly a known problem that the company is ignoring. One reviewer theorized it might be a chemical sizing agent. Given how impervious it has been to cleaning, and the physiological response I have to smelling it, I am concerned about the health effects of whatever industrial chemical this is. The company should at minimum refund customers who encounter this problem.

    Lilly Pulitzer is NOT a BBB Accredited Business.

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