ComplaintsforLillian Vernon

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company sends me a daily email when I have never purchased from them before. I have unsubscribed from the email list many times without result. I have sent a message to customer service stating I would like to be removed. The response was that it may take a week or two to take effect. I continue to get daily emails, which I do not want and they seem to do anything about it.

  Business response

  02/23/2024

  We apologize for the issue with unsubscribing. We have manually removed the customer email from our records, no more emails should be received. 

• Initial Complaint

  12/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a personalized gift on November 11, 2023. My gift was never received. Lillian Vernon cannot find where the gift is, nor can *** or the ***** I have contacted Lillian Vernon 4 times requesting a refund and have been told that I would receive a call back which has never happened. I would like a full refund.

  Business response

  12/04/2023

  Customer was refunded in full today for the order she did not receive. Order *******. $121.85 total refunded. Trans ID ************.

  Customer response

  12/04/2023

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

• Initial Complaint

  12/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered stockings for Christmas. The order number is **********. I checked and double checked delivery times prior to placing my order. The latest the stockings were to ship was 12/14/22. Guaranteed delivery by 12/23/22. There was and continues to not have any update on the status of the order on the website about the order. So I called 12/13/22 and was told by a customer service agent he would investigate the status of my order and would call and email me by the end of the business day as to the status. That never happened. I called again on 12/15/22. Another customer service agent named ***** told me the order was completed however there was no courier available to pick up the order and deliver the order. Again I was told I would receive a phone call and an email by end of business day. Again that did not happen. I just want my stockings before Christmas as promised when I placed my order.

  Business response

  12/20/2022

  Hi ********
  Thanks for reaching out to us. I apologize for our poor service in not following up on your inquiry when we said we would. We are coaching our reps on these incidences as we do not want further mishaps.  I have researched your order and found that you had 2 deliveries yesterday and all your items should have been received. If you need further assistance, please call our ************** and ask to speak to a supervisor. They will ensure you get all your concerns taken care of quickly.
  
  I hope you have wonderful holiday season.
  
  *******************
  Director of Operations
  Lillian Vernon

• Initial Complaint

  12/16/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order for cards and address labels. Sent order form with a check $27.19. Check was cashed. I have not received anything and no updates as to order. I have called customer service 2x's and they gave me a 2wk window of expected delivery which was Nov 19 at latest. I have not received anything and now too late for use as expected. I would like a full refund of above amount.

  Business response

  12/18/2021

  To Whom It May ****************************** found your recent mail in order on 8/15/21 with order U455946 that was shipped on 8/25/21 with FedEx Tracking #********************. WE reviewed your call on 10/29/21 and inquiry about your order and was advised of the wrong date it was shipped. After extensive review of the order and tracking, the tracking number provided was not traceable. We would have to consider this order lost. We can offer a full refund or replacement of the order. Please let us know how you would like us to proceed. 

  We sincerely apologize for any confusion or any inconvenience this may have caused you. 

  Thank you, 

  MMA

  Customer Service Coordinator

• Initial Complaint

  11/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered 4 personalized rolling suitcases for grandkids Xmas. 3 arrived, 1 was on back order. 1 of the 3 was spelled wrong, so I rec'd a corrected one a few weeks later. The back ordered one never came. Spent total of 2 hrs on hold and with a phone employee, who assured me that the back ordered suitcase would arrive by this Fri and gave me tracking #. When I got on line, ***** says it was delivered on 10/31, but that was the one with corrected spelling. I called Lillian Vernon again x2, finally got through, only to be hung up on when the frustrated LV employee could not find the original order supposedly, and got snippy when I was trying to re-explain the problem. I don't know where to turn at this point, esp since no one from LV has returned my requests for a phone call back.

  Business response

  12/16/2021

  We do apologize for our delayed response. We have found that the customer has ordered 2 different rolling luggage for the same name "*****". On the order 5515777 placed on 10/6/21, the item #****** Navy Pilot Case has been on back order status and not due in until 1/24/21. Another order was placed ********** (*******) on 11/19/21 online with the same name for an item that is produced and shipped by the vendor for item #SJ800191 Sports Rolling Luggage. As the original order is back ordered, we are hoping to get confirmation from the vendor to see if the online order from 11/19/21 will be shipping soon if not already. We would like to get confirmation from the customer if she would like to wait for both orders?

  We will update as soon we get information from the the vendor. 

  Thank you,

  MMA

  Customer response

  12/17/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have already received the 2nd rolling suitcase that I ordered, and have no further need for the one that is back ordered until January. Please cancel that order, as I am forever done with Lillian Vernon. Thank you.
  
  Sincerely,
  
  *******************************

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