Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed order 11/17/24. Received order 12/6/24. Items in order were defective. Sent email to company 12/20/24 to speak to someone about how to handle defective items. Received automated email response on 12/20/24 saying there is a high volume on phone lines (which aren't actually working per their voicemail) and emails with a promise to hear from someone within 24 - 48 hours. Received somewhat less automated email response on 12/26/24 (had a CS name - Brandon but SAME text as email sent on 12/20/24) again promising to hear from someone in 24 - 48 hours. I responded being concerned about a 30 day return window (even though my request was for items to be remade). Received another automated response on 12/26/24 promising to hear from someone in 24 - 48 hrs. Received another less automated response on 12/29/24 (CS name Hagar on email). This pointed me to a return form on the site which is completely inaccessible. Since 12/29/24, I have followed up 4 more times (1/2/25, 1/3/25, 1/7/25 and 1/9/25). I sent the items back on 1/2/25 which was delivered to them on 1/6/25 with the hopes of items being remade. No response or acknowledgement. Number provided by them indicates they are not taking phone calls as of 10/2024 and to use email or website chat (website chat is a bot so that is useless). I have attached all emails and UPS proof of delivery as well as the return form that I was finally able to locate. It is unacceptable for a company to send a defective item and then cease communication with someone when the item was paid for in full. This business should NOT be rated an A with BBB.

  Customer Answer

  Date: 01/20/2025

  Please see attached emails from Lisa Leonard Designs.  Items have been remade, shipped and received and are acceptable.  Please consider this case satisfied.  Please note the following: items are still not up to the standard of items I have received from this company in the past but I will accept them in order to close this case and be done; I will never order from this company again and feel that they need to get things in order; I do not feel this company should have the high rating they do as they lack in customer service.  I should NOT have had to open a case with the Better Business Bureau in order to get a response from them.  Thank you to the BBB for your help in resolving this matter.

• Initial Complaint

  Date:01/09/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 28, 2024 I placed an order for two items and received notification that the items were shipped on December 7, 2024. I never received the items and responses to my many email communications have been automated and there have been no attempts to resolve the issue. At this point, I would like a refund for the items ordered as they were Christmas gifts.

  Customer Answer

  Date: 01/20/2025

  Hello. I wanted to let you know that on January 20, 2025, I received the items in question. The company got in touch with me after I filed the complaint with the BBB and reprocessed the order. It arrived today. Thank you.   

• Initial Complaint

  Date:11/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a charm for a necklace on April 28 2024. It was an additional charm to a necklace I had ordered years ago with my kids names on it. Since the original purchase, I have ordered another charm to add to the necklace. After having another child, I ordered a second additional charm, the exact same one as I did in the past. I received the product and it was incorrect. I contacted the company and they gave an excuse that they had new people working there and that all products would not look the same. This product looked exacting like another product on their website, but NOT what I ordered. They offered to remake the product and again sent the exact same thing as the previous time. I contacted them again and got the same answer. I asked for a remake again since I have a necklace that I spend over $200 on and now I can't wear it because it doesn't have all of my children on it. They offered to remake it again. I made sure I included the pictures of what product I actually ordered. Still, I got the same thing as before. I have reached out to the company for a refund at this point but I have tried several times to contact the company, leaving messages with no return phone call. I want to talk to someone about my situation and see if we can get it resolved but their customer service is awful. 

  Business Response

  Date: 11/11/2024

  I am really sorry for this mistake that has been going on for a while. This is definitely not our intention and not our norm to have you experience this. I have made to request a process for your refund and I have reported this issue using the photo you shared. We will also be continuing our communications with you through the email you just sent.

  Once again we are so sorry for this inconvenience.

• Initial Complaint

  Date:10/30/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Never received order. Impossible to speak with someone.

  Business Response

  Date: 10/30/2024

   

  
   
  I see out customer service team reordered your items this morning as reflected in their communication at 8:21am today. You then received a confirmation email which you repsonded to with our customer service team.  Your replacemtn order has placed and will ship out as soon as we create your hand made items.

  From Customer Service 10/30/24 8;21AM

   
  I apologize for the delayed response; we’re currently experiencing a high volume of inquiries.
   
  Thank you for your patience. We've checked the status of your order, and it appears it's stuck in transit. To ensure you receive your items promptly, we've placed a new order for you (#1523).
   
  You should receive a confirmation email shortly with the details. If you have any further questions or concerns, please feel free to reach out.
   
  We appreciate your understanding and are here to help!
  
  Warmly,
  Customer Service Specialist

  Customer Answer

  Date: 10/31/2024

  
  
  Complaint: 22492838
  
  I am rejecting this response because:

  it’s now going to be another 3 weeks? 
  you should expedite and overnight deliver after how long this is taking! I’ll believe it when I see it.

  it is impossible to communicate with you! You send stock pre written responses!

  
  
  Regards,
  
  A***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 10/31/2024

  I am not clear why you are choosing to reject our response. Our customer service team have personally responded to your inquiries including our communications at 3:21am and 5:10am today and I have responded to you personally here on BBB twice. We have started creating a new hand made Bezel Birthstone Tag as you originally ordered. Our designs are hand made when ordered and not pulled off the shelf, so it is not possible to send it out the very next day. However, we have 1) put a rush on your order to get it to you as soon as possible, 2) honored your request for the current discount, 3) will be sending expedited shipping all as a result of the mix up. My understanding is your desired outcome is to receive the item you ordered. We have acknowledged our failure to send the item initially due to a change in our system and are doing everything humanly possible to rectify the situation. I hope you will find these steps satisfactory.

   

  Customer Answer

  Date: 11/08/2024

  My item ordered has still not be received by me.

  lisa Leonard company has automated answers that neglect to answer my questions.

  i would like to know if my item was shipping, what is the tracking.

  if it has not been shipped yet, i would appreciate knowing expected and expedited ship date.

   

• Initial Complaint

  Date:10/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 5/30/24 I purchased a necklace and several charms. I have not received my order but my bank account was charged for it. I've made several attempts to seek an update from the company. Their website has a chat feature, but it constantly says their agents are offline at this time when I ask to speak to a person. They offer a phone number but when you call it says they have transitioned to online chat feature or email. I've emailed 5 times to the generic email offered. 2 different months it said that it will ship by the end of the month but I have never received tracking information. The past 2 months my email has gone un-responded too.

  Business Response

  Date: 10/18/2024

   

  I apologize for this delay and the inconvenience this has caused. I see your order was unfortunately hung up in in our system. Our customer service team replied to your question on October 9 to clarify if you wanted us to resubmit the order or to process a refund. I see here you want a refund, so we will proceed with processing the refund. please allow 5-7 business days (banks rule not ours) for it to show up in your account.

• Initial Complaint

  Date:10/16/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June I ordered two rings....never received them. Reached out by phone and email multiple times....especially when I moved to VA in late August....I gave my new address... still no rings and no reply to phone calls. One email stating if the rings were returned to them they would forward to my new address.... they never did....

  Business Response

  Date: 10/16/2024

  This item was shipped and and according to the tracking number 9******************7233782 is in transit with USPS. While our policy states we are not responsible once shipments are in the hands of the delivery service, I understand your frustration with the delay. Therefore I am issuing a full refund. I apologize for the delay in your order and hope this resolves the matter. Please see tracking information and verification of the refund attached.

  Customer Answer

  Date: 10/25/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22431928, and find that this resolution is satisfactory to me.

  Issue is resolved
  
  Regards,
  
  J******* *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with this company on April 30th. I’ve reached out at least 10 times ( between phone calls and emails sent) at this point asking for an update. No one has ever returned a phone call. At first I was told via email it was being sent any day. Then I was told it would be sent soon. And now I get no response from their customer service at all when I email.

  Business Response

  Date: 09/12/2024

  I apologize for the delay in your order and understand your concern. I see a tracking number but it appears it got stuck and we were not alerted. I have reached out to our supplier to expedite your order and to get it back on track to you. Based on our system I should hear by Monday on the status and will have our customer service team reach out to give you an update. Again I am sorry and we are working to resolve this so you can receive your order.

  Customer Answer

  Date: 09/16/2024

  
  
  Complaint: 22278103
  
  I am rejecting this response because: I have spoken to customer service about the tracking # I was provided and they said the item still hadn’t even been made. So it’s not a matter of the tracking being stuck and that is not a good excuse because you WERE notified by my numerous times about the delay. 
  
  Regards,
  
  C****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/16/2024

  This order was rushed to be remade over the weekend and was shipped out today to the customer. The attached label shows shipment information and tracking number.

  Customer Answer

  Date: 09/27/2024

  I had not closed the complaint because the business has not resolved it. They said they were fulfilling the order and sent a tracking # but I still have not received anything and there is no update yet. I didn’t want to resolve it until I actually saw that something shipped. 

• Initial Complaint

  Date:09/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order placed 6/24/24. Order showed shipped 8/20/24. Order still not received. Company not answering phone or emails.

  Business Response

  Date: 09/12/2024

  ,

   

  We are extremely sorry for the inconvenience with this order and with the communication issues you've had. We will be investigating this issue further and will respond to all your  emails.

  Rest assured this is now escalated to the appropriate team. We continue to ask for your patience and understanding.

• Initial Complaint

  Date:08/27/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Order - 06/23/2024 Sterling Silver Mother's Ring, 3 Stones @ $67.96 Transaction ID - 2HF08399EM6773311 Invoice ID - 90*******4

  Business Response

  Date: 08/27/2024

  I apologize for the unexpected delay. We had some challenges with our manufacturing and deIivery that we have now resolved. I see your order has been completed and you should be receiving a tracking confirmation email in the next couple of days.

  Customer Answer

  Date: 08/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22196225, and find that this resolution is satisfactory to me as long as the response from Lisa Leonard proves to be sincere.
  
  Regards,
  
  J*** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/19/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have emailed Lisa Leonard about this issue 5 times and I have also left 5 voicemails and they have not answered any of them. I just want to know when they will be finished with the necklace and bracelet I ordered. I have ordered several items over the last years and have never had this problem. The items are a gift and keepsake for someone who is moving out of state. They are not only a gift from me but from several people.

  Business Response

  Date: 08/26/2024

  I am so sorry for the inconvenience with your order delivery and for the delayed response, we are experiencing a high contact volume and we are trying to get through all emails and calls.

  I've looked into your concern and sent you an email to help you out better.

  Once again, my sincerest apologies for the delay and we ask for your extended patience.