Lilly Pulitzer — Local services in Upper Merion Township

Trying to get an associate to acknowledge me actually turned into a game. A multitude of emails and calls to corporate customer service did not help. Nothing changed.

I usually do not dress up to shop. I like to be comfortable. I thought that my appearance perhaps had something to do with being completely ignored by staff when I entered the store. So, the game began. I visited in Lilly, Versace, business attire, work out wear, Magnolia Pearl, normal jean outfit, and Johnny Was. I pushed the button on my stopwatch as I entered the store. Most times, I was in the store for 15-20 minutes without anyone even saying hello. Only once was I greeted and it was after I was in store for fifteen minutes. There did not seem to be a shortage of workers at any time, because they were visible but busy folding, straightening, hanging in the dressing room area, behind the sales counter, or gossiping behind the curtain to the steaming area.

I finally had a conversation with the regional manager (in December 2022) and in January the store manager joined us for coffee. Even with two managers in the store that day, associates passed by me without so much as a hello. I was assured that changes would be made but when I returned six to seven weeks later, it was all the same. It really is not asking a lot to be greeted when you enter a retail space. Either the message was not coveyed or understood because it was the same when I returned at the end of February. I met one associate the night after coffee with and she is the gold standard in terms of customer service. On my return visit, although I passed by several associates without being acknowledged, she somehow made it from behind the sales counter, through the dressing room area, spotted me and immediately said hello. They would be smart to pay her to train whatever staff they have. I will return to try on and browse but won't buy unless she is there and gets credit for it. I refuse to supplement the income of people who have no common courtesy and treat me...

I ordered an array of items to try on for engagement photos. I used to love Lilly but sadly since she passed the entire company from quality to customer service has hit rock bottom and keeps going.

Returning the items was the most complicated return I have ever had not to mention having to follow up half a dozen times with it still not resolved.

1. You have to "request" a return label. This process takes 1-10 business days.

2. You have to answer 5 questions which if not answered they can refuse and return your items to you to fill out. So you would have to go back to step 1 again.

3. If your items arrive in 2 separate boxes and one has a gift with purchase you have to wait for both boxes to arrive back for a full return. Should the box with the gift with purchase arrive after the other items they will give you a gift card in the amount of monies. They will not note your order to do a full refund once all items have arrived back no.

4. You have to follow up and play an abhorrent cat and mouse game with them to get a refund they delay responses, refunding money and overall are not helpful.

5. The quality of the dresses is that of what I imagine you would find at Walmart. Meaning for the cost I expect better materials.

I have yet to get my money back for items returned NWT and one box returned without being opened at all.

I rue the day I thought hey let me try Lilly again maybe...

I went to the Lilly store looking for an Edith midi dress. They were sold out, but offered to check the system. They did, and the system showed one in my size available in the south. They called that store, to see if it was there, and had them check for it physically. It was not there, they had a size lower than I needed. I was devastated, but they told me to keep checking the website, as sometimes they become available. So I did, a couple times a day, for several days. Eventually, I got lucky and was able to order one. The website said, “limited availability”, so I half expected my order to get cancelled, but I just got the shipping notice! I wouldn’t have kept checking the website if the employees hadn’t told me to. They were very VERY helpful in my quest...