Now This Is Customer Service!

Kachina624 · ‎03-10-2010

I got a pair of those elastic shoes from Zulily Friday. They sent the wrong color, and I got a pair I already own. I emailed and asked for a shipping label so I could return them. Here's their response:

"I hope all is well with you today. I am really sorry that this lovely is not as expected. I must say what a cute brand you chose to order and I'm happy to help with this. We don't usually facilitate exchanges or returns, but I've made a special request just for you.

I did some digging into your account and I can totally understand your frustration, however I've manage to vreate some magic for you,I've refunded you the total of $19.99 in store credit that will be applicable in 1-2 business days. You don't have to return the sneakers, you can keep it,give it to a friend or or dispose of it as you see fit.

As an added apology, I've also added $10 store credit to you zulily account that you can use immediately.

Have a great day"

New Mexico☀️Land Of Enchantment

dex · ‎03-09-2010

That is nice because it was their mistake but normally you cannot return items unless defective.I don't like that because there are always fit issues these days..I also think it takes items way too long to ship.

Leothelion · ‎05-22-2012

I had something similar with Amazon. Amazon recently made an announcement that for some items, its more expensive for them to process the return than just have you keep them. It's also good PR. It's a nice, unexpected surprise! Enjoy the extra pair. :-)

circles · ‎03-10-2010

That is the way QVC was way back when.....I remember purchasing a luggage set...cloth...it was three or four pieces that nested...

When it arrived i had two of the same size...I called c.s. and she appologized said to keep the odd one and she had the correct one sent out to me....

Those days have been long gone over here...but I am happy that you had a good experience with Zullily....

SusieQ_2 · ‎03-27-2012

They made a mistake and sent the wrong item. Sending a different color than what was ordered essentially makes the item defective. They couldn't send another pair since the sales only last about three days. That means you getting what you actually ordered impossible, and they don't keep the items on site so returning them doesn't make sense either.

Why should you have to accept store credit for their mistake? It's nice they gave you an extra $10 but they should have given you the choice of how to refund your money.

HappyDaze · ‎06-13-2012

@SusieQ_2 wrote:
They made a mistake and sent the wrong item. Sending a different color than what was ordered esentially makes the item defective. They couldn't send another pair since the sales only last about three days.That means you getting what you actually ordered impossible, and they don't keep the items on site so returning them doesn't make sense either.

Why should you have to accept store credit for their mistake? It's nice they gave you an extra $10 but they should have given you the choice of how to refund your money.

I agree. If it were me, I'd ask for my money to be refunded back to the original payment method (credit card, check, whatever) due to their error of sending the wrong color, unless the OP actually ordered the wrong color accidentally. I would not be okay with store credit for something that was their error. Yes they don't do refunds but certainly they do when they send you something you did not order.

Kachina624 · ‎03-10-2010

The store credit is fine with me because I already have another order just waiting for me to pull the trigger.

It may have been the original vendor that made the mistake because the wrong shoe was photographed. Shoot the photographer.

New Mexico☀️Land Of Enchantment

chrystaltree · ‎05-10-2010

That was nice. Qvc has extended similar courtesies to me over the years.

KingstonsMom · ‎03-09-2010

Sorry, but I won't buy from a clothing company that doesn't "facilitate refunds or exchanges and only gives 'store credits', especially when it's their mistake.

Their response that this is a "special request just for you", sounds like a 'one time' deal, so what happens the next time a wrong order/color/size is sent, are you just SOL?

There is too much discrepancy in sizing between different garment manufacturers, to deal with a company that doesn't refund.

Goodwill must benefit a lot from this type of company, while customers rack up a bunch of store credits, they may never use.

You never know how strong you are until being strong is the only choice you have.

mousiegirl · ‎03-09-2010

@Kachina624 wrote:
I got a pair of those elastic shoes from Zulily Friday. They sent the wrong color, and I got a pair I already own. I emailed and asked for a shipping label so I could return them. Here's their response:

"I hope all is well with you today. I am really sorry that this lovely is not as expected. I must say what a cute brand you chose to order and I'm happy to help with this. We don't usually facilitate exchanges or returns, but I've made a special request just for you.

I did some digging into your account and I can totally understand your frustration, however I've manage to vreate some magic for you,I've refunded you the total of $19.99 in store credit that will be applicable in 1-2 business days. You don't have to return the sneakers, you can keep it,give it to a friend or or dispose of it as you see fit.

As an added apology, I've also added $10 store credit to you zulily account that you can use immediately.

Have a great day"

@Kachina624 Yes, wonderful customer service. The only issues I have had are broken items, incorrect color of an item and/or incorrect information in the descriptions, but I was always refunded, which keeps me coming back.