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Business Profile

Online Retailer

Marley Lilly

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

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

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Marley Lilly has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 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:11/18/2024

      Type:Delivery Issues
      Status:
      Answered
      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 sent the same exact order twice and billed twice! I did not order the same exact order twice. Customer service was rude and not helpful. There must be a glitch in their ordering system. Be very careful. They will not help and do not care even if it is their mistake.

      Business Response

      Date: 11/29/2024

      We deeply value all customer feedback, and I sincerely apologize for any frustration or inconvenience this situation may have caused.

      We understand how disappointing it can be when there is a misunderstanding regarding an order, especially when it involves personalized or monogrammed items. I would like to take this opportunity to clarify the situation and address your concerns.

      We received 2 separate orders from you (Heather Smith) on the same day, 11/9 within hours of each other.  These transactions were generated as 2 unique transactions.  As a part of our verification process, we sent 2 separate order confirmation emails with unique order numbers. It is very common during the holiday season for customers to place multiple orders on the same day which is why we send order confirmation emails to customers so they have time to catch any mistakes and notify us right away. 

      You notified us after you received 2 shipping confirmation emails on 11/15 at which point the items were already monogrammed and shipped. 

      Regarding our policy on returns for monogrammed items, we do clearly state in our terms and conditions that personalized products are not eligible for returns or exchanges. This policy is in place because monogrammed items are customized specifically for each customer and cannot be resold. However, we always aim to be accommodating, which is why we awarded Heather a full store credit as a one-time courtesy to help resolve the matter.

      We understand this situation may still be frustrating, and we truly appreciate your understanding of our policy. Our goal is always to ensure that our customers feel valued and satisfied, and we hope the store credit given will allow you to find another product that better suits your needs.

      Again, we apologize for any inconvenience this has caused. If you have any further questions or concerns, please don't hesitate to reach out directly to our customer service team. We’re here to assist in any way we can.

      Thank you for your understanding and for giving us the opportunity to address your concerns.

    • Initial Complaint

      Date:10/15/2024

      Type:Product Issues
      Status:
      Answered
      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 shoes were the wrong size and the monogramming was horrendous. It was supposed to be an “H” and it looks like a bone. I emailed and they told me I needed to ship them back at my own expense and they would replace them. By that time I will have paid for them twice. Terrible customer service!

      Business Response

      Date: 10/15/2024

      I reviewed this complaint and the order details. Continuous communication has transpired with Marleylilly Customer Service since October 11th and on October 14th the issue was resolved.  Marleylilly sent a replacement strap to our customer.  We have since closed the ticket as resolved; customer satisfied.  

    • Initial Complaint

      Date:08/05/2022

      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 bathing suit top and bottoms. Nothing was monogrammed. The pieces are of such low quality that I contacted the company for a refund. I printed out the required return form as directed by the company and mailed it back. They wrote refused on the package with out even opening it. They lied to my credit card company and said they have a no return policy. The 2 pieces totaled $127. I want my money back!

    Marley Lilly is NOT a BBB Accredited Business.

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