Bluefly’s Customer Service Sucks And Lies

Online fashion store Bluefly failed to give reader Helen $20 off a purchase using a coupon code.

After Helen contacted them, Bluefly agreed to refund the $20, but it never materialized…

Several emails and months later, Bluefly tried to say Helen wasn’t logged in and so the promo code didn’t apply.

Helen wrote a point by point refutation. Bluefly never responded. So Helen did a chargeback and got her twenty bucks back, pronto.

The power of the chargeback, people! Use it.

Inside, Helen’s correspondence with the incompetent Bluefly customer service. — BEN POPKEN


    “From: “Helen K” < redacted >
    Received: 10/17/2006 6:57:18 AM Eastern Standard Time (GMT – 4:00 )
    To: flyrep@bluefly.com
    Subject: Order 2022462774

    I used discount code “ENJOY11″ for 20$ off a 100$ order. The code was accepted, but when the order summary page came, it wasn’t there. Now my credit card has been charged the full amount. Can you please credit the 20$ back for the code?

    Thank you,
    Helen

    —–

    On 10/18/06, flyrepPatricia < flyrep@bluefly.com> wrote:

    Dear Helen,

    Thank you for your email regarding use of your promotion code. We will be happy to accommodate your promotion code for order number XXXXXXXXXX. A credit for $20 will be issued back to your credit card. Please allow 3-5 business days for this credit to post to your account.

    Bluefly is a company that prides itself on providing superior quality products and exemplary service. We value you as a customer and want you to be satisfied with your Bluefly experience.

    Should you require additional assistance, please call Bluefly Customer Service at 1.877.BLUEFLY

    (1.877.258.3359). Our FlyReps are there to serve you Monday through Friday from 8:00 a.m. to 9:00 p.m., Saturday from 10:00 a.m. to 6:00 p.m. and Sunday from 12:00 p.m. to 6:00 p.m. Eastern Standard Time. Thank you for your continued interest in Bluefly.

    Best regards,
    Pat
    Bluefly Customer Service
    877.BLUEFLY (877.258.3359)

    —–

    On 10/19/06, Helen K < redacted > wrote:

    Thank so you much!

    —–

    From: Helen K < redacted >
    Date: Nov 27, 2006 2:09 AM
    Subject: Re: Order 2022462774 <<#463867-1231549#>>
    To: flyrepPatricia

    As of 11/26 I still have not had this credited back to my card. Can someone look into this?

    Thanks,
    Helen

    —–

    On 12/4/06, Denis Suta wrote:

    Dear Helen,

    Thank you for writing. We have processed your return on 11/29/06 and have issued a credit of $149.00 back to your credit card originally charged. It usually takes between 3-7 business days for the credit to appear on your account. Depending on when you receive your monthly statement, the credit should appear listed on one of your next two credit card statements.

    Feel free to get in touch with us if you have any other questions or if we can help you with anything else. Email us at flyrep@bluefly.com or call us toll free at 1-877-BLUEFLY (1-877-258-3359) at any time from 8:00 a.m. to 9 p.m. EST Monday-Friday, 10:00 a.m. to 6:00 p.m. EST Saturday and 12 p.m. to 6 p.m. EST Sunday. If you’re outside the U.S., please call (614) 652-6701.

    Thanks again for shopping with us.

    Best regards,
    Denis,

    yourcustomerserviceflyrep@bluefly.com
    The Outlet Store In Your Home
    NASDAQ SmallCap (BFLY)
    phone: 877 – BLUEFLY (877-258-3359)

    —–

    From: “Helen K” < redacted >
    Received: 12/4/2006 9:47:59 PM Eastern Standard Time (GMT – 5:00 )
    To: “Denis Suta” < flyrep@bluefly.com>
    Subject: Re: Fwd: Order 2022462774

    Sorry, I was being vague. There was supposed to be a 20$ credit applied to the original order since I used the code “ENJOY11″ for 20$ off a 100$ order. I still haven’t received this credited back. It showed on my order when I placed it, but the amount was 20$ higher than what it should have been, ie the 20$ off the 100$ hadn’t been taken off.

    —–

    On 12/6/06, flyrepPatricia < flyrep@bluefly.com > wrote:

    Dear Helen,

    Thank you for your email.

    On 10/18/2006, I requested that you be reimbursed for the $20 promotion code that didn’t work for you.

    I have found a note in the file from our credit department stating that “Promo codes do not apply to customers shopping on the site Anonymously.” This means you ordered as a “guest” rather than creating an account with us and that is why you did not receive the $20.00 credit.

    To avoid this type of problem in the future, please register and create an account with us so that promotion codes and discounts will be available to you.

    Thank you for your interest in Bluefly.

    Best regards,
    Pat
    Bluefly Customer Service
    877.BLUEFLY (877.258.3359)

    —–

    From: Helen K. < redacted >
    Date: Dec 6, 2006 9:24 PM
    Subject: Re: Fwd: Order 2022462774 <<#463867-1231549#>>
    To: service@luckymagrewards.com, inquiry@newyork.bbb.org, Customer.Assistance@occ.treas.gov ,

    SPAM@uce.gov, flyrepPatricia

    1: No one told me about this in any of the many e-mails, how convenient that this turned up a month and a half later.
    2: This was not a clause in the e-mail nor on the site.
    3: I was logged in (I have an account that I use to enter your contests) so this is an obfuscation and is irrelevant to the facts here.
    4: After speaking to your oh so helpful reps and getting no where, Jennifer O’Neal (sp?) at x4017 and Clare Eaton x4050, I called Citi Cards and explained the situation.
    5: They were more than happy to credit me the 20$ on the spot.
    6: They need no more info from me so the onus would now be on you.
    7: I wonder what that says about your company’s reputation that I can call up and challenge a charge by you and have it dismissed with no further documentation on my end besides my complaint.
    8: I will be forwarding this e-mail onto the website http://www.consumerist.com. If you’ve never visited, you might be shocked by the tone of the site.
    9: If I’ve never registered on your site (according to you) and wasn’t logged in (again, according to you) when I placed the order, how was Jennifer O’Neal x4017 able to call up my whole order, address and personal info with just my e-mail address?
    10: If I’ve never registered on your site how did you get my e-mail? Do you pay for mailing lists and spam random people?
    11: I still have a copy of the e-mail you sent. It mentions nothing about being registered in. One of the two e-mails you sent are false. This last one or the solicitation that included the coupon code.
    12: Since this has been through e-mail communications and the phone you are violating state and federal laws at this point. False advertising, you might want to check interstate trade statutes. Thank you sooo much for your help. I will not be ordering anything from you in the future and will be sure to tell everyone I meet about this. I am a member of Lucky Magazine’s Reward Program. I will also be forwarding this e-mail on to them as well. And the BBB of your state. And the FTC. And the OCC.

    —–“

Helen K to Ben

Dec 13 (17 hours ago)

The credit card company has credited the 20$ and asked for nothing else. I’ve told a TON of people and have yet to have an e-mail or phone response to my last itemized e-mail (beyond the “This is a notice to let you know we’ve received your e-mail, you will receive a response………”).

Keep fighting the good fight (more math jokes, like the check for the cell bill payment would be great, I’m a Chemist and we were cracking up in the lab today looking at that)!”

[Photo: ChayaLife]

Comments

Edit Your Comment

  1. acambras says:

    Oooh, SNAP!

    Helen, I especially enjoyed your last e-mail to Bluefly. :-)

  2. I am shocked–SHOCKED!–by the tone of this site.

  3. Chairman-Meow says:

    We used the power of Chargeback in our fight with Circuit City. Not only did we get our money back, but CC got whacked with a $25.00 fee for basically being a dumbass.

    Heh indeed.

  4. Could someone link me to an explanation of this “chargeback” I keep hearing such great things about? As a 21 year old who doesn’t have any credit cards yet, I haven’t had these problems, but I’m sure I eventually will.

  5. SexCpotatoes says:

    I’m pretty sure the “$20 credit to her account” would have been online, in her account, to allow her a $20 discount on her next purchase. A shitty way to do business, but sadly, all too common today.

  6. acambras says:

    Yeah, that always makes me crazy — when you’ve expressed tons of displeasure at a company and the best thing they can come up with is a coupon. Just when you’d just as soon never ever deal with that company again.

  7. HawkWolf says:

    A chargeback is when you say, “Hey credit card company. So and so took my money and didn’t give me a thing. Take my money back from them and give it to me.”

    This usually fines the merchant, as well as giving you your money back.

  8. cryrevolution says:

    On that note, I actually worked for a major CC company, doing chargebacks. And any disputed charge usually under $50 they will automatically charge it back, no questions asked (thats what we were instructed to do). After you hit the $50 mark, it gets trickier. They will ask for more paperwork if the dispute is questionable, and it takes longer usually. If anywhere in the charge you signed for the transaction, accepted the product, accepted the shipment, anything, the dispute is questionable and it WILL take longer, and there is a very good chance they will not accept the chargeback. Just some useful info for everyone! Thats all I have to say about that.

    -C

  9. 75Sasha says:

    Helen K. here. The 20$ was advertised as 20$ off a 100$+ purchase, so the 20$ credit would be back to my credit card. Not my house account or a store credit.

  10. Principia says:

    Having shopped several times at Bluefly (luckily without the problems described here), I can tell you that their discount codes are not of the Amazon “Hey, spend an exorbitant amount in one of our shops and we might eventually get around to giving you a coupon off a future purchase. In about six months. We promise.” variety. If she plugged in the code for getting $20 off, it should’ve come off of her tab immediately.

    Why they’re now being such a pain in the keister, I don’t know, because as a registered user I rarely see a week go past without some sort of coupon being thrown my way – and I’ve passed them on to friends who’ve been unregistered and used them without a problem.

    The only Bluefly codes I have seen with registered/unregistered differentiation are the ones that you can only use as a brand-new customer.

  11. blueflyisfraud says:

    I will never shop at BlueFly again. Two-weeks ago, I cancelled an order hours after it was placed. I even received an email confirming the cancelation:

    “We apologize that we had to cancel your order. . . .Your credit card will not be billed.”

    BUT MY CREDIT CARD WAS BILLED! I’ve talked to 9 different “customer service” reps in the past-two weeks and have been assured by each of them that I will get my money back. What a crock of $%^#! I am ready to call my credit card company. This is FRAUD!!!!!!

  12. Anonymous says:

    I bought a supposedly Stuart weitzman bag for $240. It is a piece of shit and after one month the patent leather has totally cracked and chipped and is peeling all over the bag. what a rip. Spread the word. Not sure the bag is even real!!!! Will never buy there again. Buyeer beware.

  13. Anonymous says:

    I just had a miserable time placing an order with Bluefly. Their site kept blanking out the credit card field, then the order got blocked so I called. That’s when my trouble began. What a bunch of slothful reps! I spoke to 3. Their mantras are clearly “You can’t get there from here” and “So what if it was our fault.” Never again, Blowfly!

  14. edaimler says:

    Bought Suit on sale. When it was received, I tried it on and within 5min., but it back in the box to send back. One month later, they *shipped it back to me* claiming evidence of wear and refusing any refund. This is for $1000. “Customer Service”?

  15. E. Mann says:

    Helen–

    Thanks for posting.

    This company truly extends terrible customer service. They offer no direct return/exchange, which seems archaic for a 2011 online fashion retailer. In order for me to do a sizing-related return, I had to: return the first shirt on my own dime; pay for the second shirt; and wait for a refund on the first shirt (minus shipping) until they received the first shirt back. After all of this, I was issued a STORE CREDIT for what amounted to half the original value of the shirt, due to all of the shipping deductions.

    What was really maddening was that their phone rep clearly promised me that I’d be getting a refund & not a credit. Zappos, they ain’t.