ABSOLUTELY HORRIBLE CUSTOMER SERVICE!!! Ive shopped plenty of times on the Lilly Pulitzer website & I’ve never had an issue before that was until the other day when I was at the Lilly Pulitzer store in Hingham MA at the Derby St Shops bc of an online order where 1/2 of the order was incorrect, however I brought the incorrect item in still sealed in the original packaging it came in w the tags attached. & the manager there a woman named “Kristen Souza” flat out refused to help me in any way shape or form. If anything she insinuated it was somehow my business & responsibility that the incorrect item was outdated, like she was somehow expecting an explanation from ME the customer! I have no idea why I was sent the wrong item let alone why the item I was sent was outdated, bc I don’t work for Lilly Pulitzer therefore it shouldn’t be expected that I know what happens in the shipping department for Lilly Pulitzer. Regardless of her ridiculously unhelpful attitude it’s already a huge disappointment when you order something online & what you receive isn’t even close to what you paid for. THEN as if that’s not enough, when you go to attempt to rectify the issue you’re flat out refused any type of resolution by management of this company! Bottom line I paid for something I did not receive!!! & I was basically forced to leave the item I received w this “Kristen” lady who simply stated “customer service is closed for the day so there’s nothing I can do about this right now”. & to avoid another drive & another 90 minutes she simply stated she’d get back to me the following day, well the following day has come & gone & I’ve not heard anything back from “Kristen” or anyone w the company for that matter. So not only did I pay for something I still don’t have I also don’t have the wrong item either, which is essentially another form of theft! But apparently companies are allowed to do this to their customers w/o anyone batting an eye bc “when the rich steal from the poor it’s called business but when the poor fight back it’s called violence”. Absolutely horrible experience & good for you Lilly Pulitzer bc you’ve now lost yourself a loyal customer!
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Lillian Pulitzer Rousseau, better known as Lilly Pulitzer, was an American socialite and fashion designer.