A Bad Review: Marley Lilly

In July I shared my experience with Monday Dress which you can read about here. Well today I am here to share a quick story about their sister company, Marley Lilly. I really don’t like publicly giving a company a bad review, but I am really upset that these two companies have the terrible customer service that they do. I feel like others need to know which companies to look out for when it comes to getting what you are looking for.

In the spring I started looking for a duffel type bag that I could use in place of my backpack on quick trips. Most of the time I use my backpack and a carry-on, but there are times that all I need is my laptop, charger and a change of clothes so I wanted a cute medium sized bag for this. I found what looked to be the perfect bag on Marley Lilly’s website. It was purple (all of my luggage is purple #sorrynotsorry) and I could have it monogrammed.

I loved it when I received it and couldn’t wait to use it! I didn’t need it for about a month, but the very first time I did use it, the zipper broke. This was pretty frustrating since it was the first use of the bag. I continued to use it a few more times though because it did hold everything I needed to carry. But after those few uses the handles started falling part! The bag is still useable, but I won’t be using it anymore because of the way the bag looks and I fear the bottom may just fall out. The threads were continuing to come loose and the handle keeps loosing material.

I decided to email ML just to let them know of the poor quality of the bag and their response was “sorry you had trouble with my order”. I feel like the staff they have running the customer service department has never worked with the public before. It is quite a shame they have responded in this way twice because they seem to have a lot of competition in the online boutique world these days.

Glad all of that is off of my chest…Back to normal happy and excited Macy tomorrow!

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12 thoughts on “A Bad Review: Marley Lilly

  1. I had this problem before with an online company. The product was awful and after many promises from them to send a refund/replacement, they never did. I say go for it and shout from the rooftops! Pictures included!

  2. Wow!! That’s such a disappointment. I JUST ordered my first item from them (a vest), so I’ll hope the same thing doesn’t happen, but now I definitely at least know not to purchase bags!

    • I’m sure the vest will be fine, they have really adorable ones for sure. It is a bummer because customer service is key, I don’t want to put money towards a company that doesn’t employ kind people.

  3. Wow! I’ve thought about ordering things from ML on several occasions, but I have yet to make a purchase. After reading this, I’m glad I never took the plunge! It’s one thing to get a bad quality piece, but it’s another thing to have a lack of concern from customer service. Thanks for sharing!!

  4. Ahh I am so sad that you had a bad experience with them as well. I have a post lined up about them for next week. I haven’t had any issues, and I hate hearing you did. I always make sure to tell people my issues with companies as well because they need to know.

  5. That is so frustrating! I hate when companies have bad reviews. If you want to (and no pressure!) you can check out my Thirty-One website at mythirtyone.com/britthanson — we have some bags that you might like and they are able to be monogrammed/personalized. Either way — I hope you find a better bag! 🙂

  6. EVERYTHING I have ordered from Marley Lilly is terrible quality-very cheap. I bought an expensive monogram necklace and it broke within one day. Also had the same thing happen as you- bought a duffel type bag and the zipper broke on the second use. All I got back was “sorry you were disappointed with your order” uh thanks but my necklace is still broken.

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