Dresslily offers a wide range of fashion products including matching couple outfits, women's dresses, tankinis, and men's shirts. The brand emphasizes a diverse product mix catering to vacation, beach, bohemian, casual, and themed outfits, often featuring floral, tropical, and ethnic prints. Dresslily provides a platform where customers can earn D-points through check-ins and enjoy various promotions and discounts; subscription is free. The website highlights a user-friendly shopping experience with secure checkout and fraud detection, supported by cookie policies to enhance user experience. https://www.dresslily.com/
I spent over £150 on the website. Having waited ages for the items to arrive, I had a call from someone telling me to pay £60 to have the items to be delivered. I then contacted the company who referred me to a link on their website which asks if you have to pay tax on orders from other countries. The answer is 'maybe' which is hardly helpful! There should be a clear breakdown of shipping costs to each country. I would certainly not have ordered from the company if I knew that I would have to pay such an amount. Clearly the company is aware of this, hence their extremely vague description. I am now having to track the shipping company to see if my parcel is still there, let alone if I have to pay a stupid amount to receive it! As you'd probably expect, I received a response from the company washing their hands of the situation. Disgracful! Avoid at all costs!
dresslily 回复2020-08-20
Dear Customer ,
We apologize that you have had issues with import tax.
Please see here for our tax and duties policy details: https://www.dresslily.com/m-article-id-58.htm
Please state your order number and send an email to [email protected] or submit a ticket and write the subject as"complaint from Trustpilot.com".
We will review your case and offer a solution.
Best Regards
dresslily Customer Service
I ordered several items from this site for myself and my husband. Please keep in mind, I am very accustomed to online ordering and "getting what I paid for". These items are priced at higher quality and look higher quality from the website. What I received was cheap flimsy material. Not only that, but I ordered the smallest size, and it was extremely large - men's and women's clothing.
I was going to return these items, and I to hunt down on their website on their refund/exchange policy because most of the links I found were broken. I noticed I would have to pay for the return, but I had spent about $70, so it was worth it. I contacted customer service, and they have to give you a shipping address. Additonally, they informed me we are not allowed to use any other courier except USPS. They also tried to tell me that they would only refund me the money to the "DressLily Wallet". That wasn't acceptable. After several emails back and forth, they agreed to send my money back to my credit card. They tell me depending on who I bank with will also determine the amount of time it takes to receive my refund (3-14 days). With my bank, it takes 3-5 days. It took them 10 days to provide a refund upon confirmed delivery - technically within the allotted timeframe, but not dependent on my bank.
Also, if you have a customer ticket open with them, take screenshots. Your ticket sometimes "disappears".
dresslily 回复2020-08-18
Dear Customer,
Thank you for your feedback.
We are sorry that the items do not meet your expectation.
All of our products follow strict quality checks and we always aim for our products to meet our customer's satisfaction.
Customers can contact us within 30 days of receiving the item. If you have received a defective or damaged item, the wrong size or the wrong product，we can easily arrange an exchange or a refund for you.
Please kindly review our warranty policy here:https://www.dresslily.com/m-article-id-80.htm
Please offer us your order number or you can submit a ticket here https://support.dresslily.com/ticket/ticket/index and write the subject as "complaint from Trustpilot.com".
We are always happy to assist you.
Best Regards
dresslily Customer Service
Please do not waste your time ordering from Dresslily, or else you will regret it!!! I dont even want to rate them .The items may look good quality on the website ,but they are of inferior quality.
My ordeal started when I ordered two items which were poorly described. I contacted Customer services and was advised either to keep the items and give to a friend/ or send to charity. I thought they were having a laugh.
There was no returns label After a several communications with them they sent me a returns label addressed to a company in Spain, which I then had to pay to be tracked, that was more than the delivery charge of £3.99 Shipping. I paid £7.34 through Royal Mail to be tracked and waited patiently as mentioned in their T&C to received my refund within 14 days.
This was far from the truth. I sent another message stating that I have not received my refund. To my astonishment. I received a reply saying they have not received my parcel. Although it was tracked with their address in China
After a dozen emails. and waiting a further four weeks later. I persevered for a futher two weeks. I raised a dispute. They agreed to refund me as I'd paid via PayPal. When I checked with my notification received from PP, they had only refunded half of the refund.
I queried this again. Quite frustrated customers services replied that they don't refund for shipping. 'What' This is my money. I've contact PayPal to dispute.
Please be aware that this is a Chinese company and they are trading under under various names other than Dresslily with different return address, so I can see this is an acute problem for customers sending back returns.
I feel supported that I paid through PayPal and they will contact the Company to receive the remainder of my refund.
Please avoid using this Company at all cost.
Mrs G
dresslily 回复2020-08-18
Dear Lorietta ,
We are sorry to hear that you are not satisfied with your order.
All of our products follow strict quality checks and we always aim for our products to meet our customer's satisfaction.
Please kindly review our warranty policy here:https://www.dresslily.com/m-article-id-80.htm
According to our policy shipping fees are non-refundable.
You may see our policy here:https://www.dresslily.com/m-article-id-36.htm
Once you pay for the shipping with us, we then pass this fee on to the shipping company and it is paid to them directly.
Kindly note dresslily makes no profit on the shipping fees.
Please check your account and reply to the message we have sent to you regarding your particular case.
Best Regards
dresslily Customer Service
I liked the items I got from this site. Many of their items are very cute and I am very fond of them, but their customer service is absolutely atrocious. Two of my items did not fit and trying to send them back was awful. You have to pay for your own return shipping, no shipping lable is provided. MULTIPLE times I would send messages to them and their reply only loosely related, only answered the first portion of, or even almost entirely missed what I wrote. I felt like they weren't actually reading my replies for the majority of this time, and more than once I had to send the same question or comment multiple times since it was not addressed the first time. It did take me longer than it should have to send my return since I did not have a printer to print off the paper they provide that they require you put inside the package, which is not their fault. After my return did arrive I did not hear from them for two weeks until I contacted them to ask what what going on to be told my items, which I was hoping to exchange for different sizes, were now out of stock. The shipping to receive the items also was EXTREMELY long, though I'm sure my experience was in part effected by Covid.
dresslily 回复2020-08-18
Dear KD,
Thank you for notifying us of your complaint.
We are so sorry to hear that you have been experiencing some issues.
Customers can contact us within 30 days of receiving the item. If you have received a defective or damaged item, the wrong size or the wrong product，we can easily arrange an exchange or a refund for you.
Please kindly review our warranty policy here: https://www.dresslily.com/m-article-id-80.htm
We always reflect on the vital feedback that customers provide us in order to improve our shopping experience in the future.
We have arranged a refund for you.
Please check your dresslily account (My Ticket) and reply to the message we have sent to you regarding your particular case.
We are looking forward to hearing from you.
Best Regards
dresslily Customer Service
Do not ever order from them. I have ordered from them and the item was too big. I have decided to get a refund and they don't want to refund my money. And the quality of the item is very poor.
dresslily 回复2020-08-14
Dear Daniela,
We are sorry to hear that you are not satisfied with your order.
We kindly ask that customers refer to our sizing charts located underneath the product description on every item page in order to choose the correct size.
All of our products follow strict quality checks and we always aim for our products to meet our customer's satisfaction.
Please kindly review our warranty policy here: https://www.dresslily.com/m-article-id-80.htm
Please offer us your order number or you can submit a ticket here https://support.dresslily.com/ticket/ticket/index and write the subject as ""complaint from Trustpilot.com".
Best Regards
dresslily Customer Service
I’m very pleased with my order . I was lil worried due awful reviews but I took chance I’m very happy . They even better then wish that poplar site . It’s coming from China but I got my order in 10 days
Dress was not as advertised, I paid £26 for a see through piece of fabric and with no return label, I’m suck with it and can’t get a refund. Really disappointed
dresslily 回复2020-08-04
Dear Dannie ,
We are sorry to hear that you are not satisfied with your order.
Customers can contact us within 30 days of receiving the item. If you have received a defective or damaged item, the wrong size or the wrong product，we can easily arrange an exchange or a refund for you.
Please kindly review our warranty policy here:https://www.dresslily.com/m-article-id-80.htm
Please check your account and reply to the message we have sent to you regarding your particular case.
Best Regards
dresslily Customer Service
the products you find on their site are indexes and cannot be found, I often order from the site and things have always arrived intact without any defect
This time I ordered some eyeshadow from Dresslily and the quality is quite good. Of course there are some shades that are not as pigmented as I would hope so, but judging from the price it's pretty reasonable. Plus I'm a beginner in make up, and I didn't want to spend that much money for some eyeshadow pallets. I'm pleased with my order! And the customer support always responded to my questions regarding the order.
I have only had positive experiences with this company - to the point where they are my exclusive choice for clothes shopping. I have ordered dresses that were too large and was not only refunded but they allowed me to eep it so I was able to gift it to a friend!!
I went on a beach holiday last year and bought 5 sets of bikinis from them and LOVED them all - they are still being used this summer.
Wonderful swimwear.
I bought two wonderful swimsuits. Bikini model. They are comfortable, light and beautiful.
I bought one in black with red roses. And another one in pink with a summer flamingo pattern. I fell in love with them. Excellent quality.
Dresslily never fails to provide excellent quality clothing for cheap! As a plus size woman i always found it hard to find quality clothing that actually fits me in all the right places. I've placed about 15 orders over the past 5 months and I can't wait to buy my new winter wardrobe. Their customer service is always there to help if your order is wrong, sizes don't fit as expected, or if you happen to get a bad quality item. They always make it right.
After the below review, I was finally offered a refund and now have finally received it. However, the whole situation and how it was handled (as per below) still shows quite poor customer experience.
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No item and no compensation. Please avoid this company.
Quoting the TOS from Dreslily website:
"If a delivery fails for any reason and the address sent to was the correct address as provided by the customer, dresslily cannot be held liable if a package is returned to us."
So, if a customer orders an item in good faith while putting trust into the company and the delivery fails for any reason whatsoever, DressLily will not compensate you, neither you will get the item. Simple as that.
In my case, I paid 30$ for two items of roughly same price and only received one item, while the other one was not delivered for reasons unknown to me. Received a reply from customer service stating that the package was destroyed (?!) due to unsuccessful delivery and that they cannot offer any compensation. Fair, huh? I can see that the company really does provide" professional service dedicated to our valued customers from all over the world".
So, I'm left with no item that I ordered, neither I got a refund for it. Please avoid this company.
Bonus review for Customer service:
Customer service is rubbish. Macro-based answers, no personalization to the customer's inquiry, repeating the same thing over and over, not reading into the ticket at all.
dresslily 回复2020-07-24
Dear Samantha ，
We are sorry to hear that you haven't received your whole order.
We at dresslily offer standard or express shipping, which vary in shipping times. We will always do our best to meet the customers shipping needs.
For more details on shipping methods, please click here: https://www.dresslily.com/m-article-id-39.htm.
For more information about our shipping and insurance policy, please refer to our terms and conditions here: https://www.dresslily.com/m-article-id-36.htm
Due to stock availability and warehouse locations, sometimes we have to spill your order and ship it separately .
Please offer us your order number or you can submit a ticket here https://support.dresslily.com/ticket/ticket/index and write the subject as "complaint from Trustpilot.com".
Best Regards
dresslily Customer Service
My experience with DressLily store is great at all.. Nice stuff and the products are as described.. Fast delivery and simple platform of payment.. Big deals and always points and coupons everyday
Very recommended!
UPDATE:
Upon reading my review, Dresslily contacted us and requested the details of our transacations. They looked into the situation further (due to the bad reveiw) and offered a full refund to our PayPal account. We very much appreciated the fact that they read and responded to our review with the offer of a full refund for product not received. Thank you Dresslily.
If I could put a negative star. I would. A bunch of theives. My daughter ordered bathing suits 3 months ago, said it left china, arrived in canada, went back to china, left china...At the point it said went back to china we contacted them, and they said to wait 2 more months. Now the delivery date is come and gone again, still says left china. We contacted them, and they said "as this point we can only get a partial credit" like a quarter of what was spent, or a credit of that same small dismal amount (so you would have to pay shipping again of course) or they can resend it, AND we pay for the shipping. Are you kidding me? Take more money from us, only to not receive product?!!! A bunch of crooks. NEVER ORDER FROM THEM AGAIN. We will spread this experience far and wide, so noone we know orders from them EVER. Their business should be banned from North America - keep your product in China.
dresslily 回复2020-07-21
Dear Ramona ,
We regret that you are having delivery issues.
We at dresslily offer standard or express shipping, which vary in shipping times. We will always do our best to meet the customers shipping needs.
For more details on shipping methods, please click here: https://www.dresslily.com/m-article-id-39.htm.
For more information about our shipping and insurance policy, please refer to our terms and conditions here: https://www.dresslily.com/m-article-id-36.htm
Please offer us your order number or you can submit a ticket here https://support.dresslily.com/ticket/ticket/index and write the subject as ""complaint from Trustpilot.com"".
We are awaiting your reply.
Best Regards
dresslily Customer Service"
3 months after ordering I still have yet to receive my package & customer service is ZERO help!!! Even though I received an email on April 8th saying my order had been shipped, NO tracking info has been updated and I've tried (5 times now) reaching out to customer service for help only to get generic emails back. Easy to say they just took my money and have no regard for it. STAY AWAY!
dresslily 回复2020-07-20
Dear Alexandre ,
We are sorry to hear that you haven't received your order yet.
We at dresslily offer standard or express shipping, which vary in shipping times. We will always do our best to meet the customers shipping needs.
For more details on shipping methods, please click here: https://www.dresslily.com/m-article-id-39.htm.
For more information about our shipping and insurance policy, please refer to our terms and conditions here: https://www.dresslily.com/m-article-id-36.htm
We regret that we cannot find out this order LLP46555569999912 in our system.
Please offer us your order number or you can submit a ticket here https://support.dresslily.com/ticket/ticket/index and write the subject as "complaint from Trustpilot.com".
Best Regards
dresslily Customer Service
2 paid products never arrived and without solutions
I ordered these 4 products 1 year ago and two of them never arrived. It is unacceptable to delay a year with products already paid for. I never had a complaint, but these two products (Open Shoulder Tropical Print Maxi Dress Size: M Color: GREEN ONION; High Waist Plunge Floral Print Dress Size: L Color: WHITE) never arrived and continue to be available on the website.
After several contacts I was told that the responsibility was mine because I didn't make the complaint in due time and that I would have to check the order at the post office. It is inadmissible that the shipping of the product was also higher than legal. Besides that I bought the products and they never arrived and they never tried to find out where the product they claim to have sent was. On top of all this, they also said that they had many customers and as such could not proceed with such care. I don't have the products, but I will no longer be a customer.
Reply to comment below:
I've done it several times and they always say the same thing. Since the purchase of the 4 products (they were always arriving separately and the last two did not even arrive). What I find inadmissible is that they don't meet the engregation deadlines and claim that since I didn't complain earlier they can't do anything else. I didn't receive it and you mention that you sent it, but in fact I don't have any proof as I received the order. With all this, it is not the products of not having them, but the procedure to solve the problem. I was one of the people who recommended this site the most, until the way they proceeded. The least you could do was to try your shipping code if you inform in the post office, not me. This may be in your regulations (saying I didn't complain in due time), but legitimate my discontent with the company's procedure: "Since you complained late go look for the order you never received". Everything is regrettable. The dresses were not received and it is reasonable that I am not at all satisfied with it. Regards, Liliana.
dresslily 回复2020-07-17
Dear Liliana ,
We are sorry to hear that you haven't received your whole order.
We at dresslily offer standard or express shipping, which vary in shipping times. We will always do our best to meet the customers shipping needs.
For more details on shipping methods, please click here: https://www.dresslily.com/m-article-id-39.htm.
Please kindly note that all non-receipt of orders must be reported to us within 3 months after the dispatch date.
Please see our terms and conditions here for more information:https://www.dresslily.com/m-article-id-83.htm
Please offer us your order number or you can submit a ticket here https://support.dresslily.com/ticket/ticket/index and write the subject as "complaint from Trustpilot.com".
Best Regards
dresslily Customer Service
DressLily is a joke. I have never had issues with them until recently. I purchased three items at the begining of April 2020, only to have had one arrive towards the end of May 2020. When I contacted DressLily they said all three items were delivered and that I was lying. That maybe it was hidden or a neighbor took it. So I fought with them back and forth for a week or so. DressLily finally said they would send me a replacement order of the two items I never received. It's not the middle of July 2020 and I still haven't received the rest of my order. They said it was also delivered. Mind you, my address and everything was correct. My partner is home all day so if we do receive a package he'll be able to get it right when it's delivered. He hasn't hidden anything before and especially not clothes I order for myself because it gives me confidence and he loves seeing the excitement I have when I do get it. Anyways, so they said they would credit my account to the amount of the two items as they can't resend it because they were out of stock. Convenient. I asked them why would I want a credit and order new items when I haven't got the original items I ordered with my own money? So I can get my hopes up for something and it not arrive? Then they said they would refund the card I used to make that purchase back in April 2020, but the card I used expired in May of 2020, same card number but different expiration and cvv ... So then they said they wouldn't be able to refund it that they can only refund through PayPal or give me a credit. I explained to them I don't have PayPal and not going to open one up just for this. Then they tried to tell me to use one of my family or friends PayPal account ...ok so you can refund to a different persons PayPal but not a different card? When the only thing that changed on the card was an expiration date and cvv but still same name and same card number? And this would have never happened to begin with had I received my items in a more timely manner but seeing how I only received one and not the other two and now it's too late because my original payment method expired a month after I made this purchase? So finally I said I'm over it just steal my money and they try to claim to that they weren't stealing my money they can refund to a PayPal account...but what they fail to understand is PayPal will take a portion of whatever is refunded so I still wouldn't be receiving my full refund and they'd still be stealing my money technically because it's not the full amount? DressLily is a joke and if you want to pay for items with your hard earned money just for money to be stolen because you won't get the items you paid for, then go right ahead. Good luck everyone.
dresslily 回复2020-07-13
Dear Ashley,
We are sorry to hear that you haven't received your order yet.
We at dresslily offer standard or express shipping, which vary in shipping times. We will always do our best to meet the customers shipping needs.
For more details on shipping methods, please click here: https://www.dresslily.com/m-article-id-39.htm.
For more information about our shipping and insurance policy, please refer to our terms and conditions here: https://www.dresslily.com/m-article-id-36.htm
Please check your account and reply to the message we have sent to you regarding your particular case.
Best Regards
dresslily Customer Service
