ComplaintsforLenox, Inc

• Initial Complaint

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an order on August 11th, order # **********. I inquired numerous times regarding the status of this order, and was told that it is undergoing internal review and i will hear back from a supervisor. A supervisor by the name of ****** finally called me back today on the 18th, and was extremely nasty to me and was very vague as to why. She said that Lenox reserves the right to cancel any order- and the order was canceled. She refused to discuss anything with me. I understand that they have a habit of flagging accounts and there is nobody to talk to to get this resolved normally.I am extremely frustrated, as I am a fairly new lenox customer, and recently purchased a fairly large quantity of a specific set for myself and for my newly married daughter, and wished to add some more to the set.

  Business response

  08/24/2023

  Hello,

  Thank you for your recent correspondence.  

  The Lenox account in question was flagged for internal review due to the number of returns posted on the account.  Lenox reserves the right to refuse or cancel an order for any reason, including limitations on quantities available for purchase, inaccuracies, or errors in product or pricing information, or problems identified through our efforts to avoid fraud and/or account abuse.

  Customer response

  08/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The reason for the large return was due to a substantial price decrease on my original orders. When i contacted customer service prior, i requested a price adjustment, and was advised that Lenox does not do price adjustments, but i can gladly return it at my own expense and repurchase the order on the new lower price. I did all this with the advice of the customer service Rep, and never was told that this would cause my account to get flagged. Looking forward to resolving this quickly.
  
  Regards,
  
  *****************************

  Business response

  09/05/2023

  Hello,

  We have received your additional correspondence and our accounting department has reviewed your request.  They have made the decision to remove your account from the held status so that you can begin ordering again.  

  Best regards.

  Customer response

  09/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  Thank you for resolving this!
  Regards,
  
  *****************************
  

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased plates from Lenox believing in their replacement promise. I contacted Lenox when a plate got chipped after a normal dishwasher use. They promised to send a replacement when the item is available. When I found the item was available they didn't send a replacement. I contacted Lenox telling them the items is available. They told me to wait 7-10 days, but they didn't send it. I contacted Lenox again. They told me to wait 5-7 days. after that, I contact them. They told me to wait 30 days. After 30 days, Lenox is telling me they can't send it because the item is not available online. However, they still sell the same item online. I can purchase even at a discounted price. I took this as a different way to deny a replacement that they are using as a marketing tool. This is false marketing.

  Business response

  08/17/2023

  Hello,

  We are sorry to hear of your disappointment.  Our records indicate that a no cost replacement was shipped on August 15, and is scheduled for delivery tomorrow through www.ups.com.  You may view the shipping details of your package with tracking number ******************.  

  Please contact us at ************** if you need further assistance.

  Regards,

  Lenox Customer Service

• Initial Complaint

  02/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  2/13/2023: placed a substantial order for *****. They ran my credit card, which accepted the charge. They refuse to ship my order: We are sorry but your order came up for internal review and was determined ineligible for process. All orders are subject to approval. Lenox reserves the right to refuse or cancel an order for any reason, including limitations on quantities available for purchase, inaccuracies, or errors in product or pricing information, or problems identified through our efforts to avoid fraud and/or account abuse. At this time, we are unable to process your order.Sorry, Lenox Reserves the Right, in its Sole Discretion, To refuse or cancel an order for any reason.My credit card is still showing a pending transaction for the total amount of my order ($969.56). They are refusing to cancel the transaction.I no longer want their product. I refuse to do business with such a disreputable company. I want the pending charge removed from my credit card (it is being held against my available credit). The credit card company says that the merchant must remove the charge. Lenox customer service says that the credit card company must remove the charge. The worst customer service experience I have ever had to deal with.

  Business response

  02/23/2023

  Hello,

  We apologize that your order was cancelled. 

  We were unable to reach you by phone so we did follow up with an email.

  Since we do not bill until an order is shipped there is no refund due. We recommend that you contact your bank to confirm that the pre-authorization charge has been removed.

  Best regards,

  Lenox Corporation 

   

  Customer response

  03/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me. This statement is technically true; the pending charge on my credit card has been removed. However, I do not accept the way that I have been treated. 

  I have been given a only vague excuse as to why my order was deemed disqualified and I had to seek this information out (I did not receive email notification) instead of being notified by the business. Their initial refusal to remove the pending credit card charge was inexcusable. 
  

  One of my criteria for purchasing their products was the likelihood of their products being available for the next *************************************************************** *******. Because of their business practices I know longer have confidence in those assumptions. Through the process of reviewing other consumer complaints against them I have learned that their products are no longer being made in *******.
  
  Regards, *******************************

• Initial Complaint

  01/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received 6 Lenox wine glasses for a gift June 2021. In the box with the glasses was a card for the Lenox corporation Breakage Replacement Program. "Thank you for purchasing from one of our trusted brands. By registering, you have peace of mind protection in the event of breakage. Save 50% on the replacement piece. All Lenox brands are covered by the breakage replacement program." I immediately mailed the card into Lenox to be part of the replacement program. Three of my glasses have now broke. When I reached out to Lenox January 2023 regarding the Breakage Replacement Program they told me their replacement policy changed in 2020 and no longer covers my wine glasses. They gave me no explanation of why this card was in the product that was purchased in 2021 for me as a gift. They also gave no explanation of why I was not notified that the replacement program had changed when I sent the replacement program card in to them in 2021. I feel they are not honoring the replacement guarantee I received with the purchased product and this is most likely due to the fact that 3 of the glasses have broken with normal careful use. Thanks you

  Business response

  02/01/2023

  Hello,

  We apologize for the disappointment this may have caused.

  As a one time accommodation you can order a replacement set of stemware at 50% off by calling our toll free number **************.

  Best regards,

  Lenox Corporation 

  Customer response

  02/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  
  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a personalized ornament for my fiancé on 12/6/22. The ornament never showed up. I sent two emails to Lenox and never got a response. The amount I purchased for was charged. I just got off the phone with customer service who told me that indeed, my ornament had been delivered. I was never sent a tracking order and the ornament never arrived. The rep said I would receive a refund- I'm not holding my breath and am extremely disappointed as this was a gift that I was excited to give to my fiancé'.

  Business response

  01/23/2023

  Hello,

  We apologize that you did not receive your ornament.

  Our records indicate that your refund was processed today. Please allow 5-7 business days for it to post to your account.

  Best regards,

  Lenox Corporation 

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased flatware/silverware service for 20 settings. Within a year the gold finish started coming off during normal usage. It says there is a 20 year warranty on the silverware. I attempted to get the set replaced under their replacement guarantee and have tried but not gotten a resolution in about 6 months of going back and forth. Seeking a replace or reimbursement for the price paid for the silverware.

  Business response

  01/11/2023

  Hello,

  We apologize for the issues you are having with your flatware. 

  Our records indicate that one of our representatives did reach out to you and a merchandise credit has been issued.

  Best regards,

  Lenox Corporation 

  Customer response

  01/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order weeks ok. I never got any email confirmation for the order even though I have an order number. I started calling customer service on the Jan. 3rd and after being on hold for over 30 minutes I went with the option to get a call back, even though it said there was only 1 customer waiting the entire time. Today is the 5th and still no call back. I emailed support on the 4th and no response. I called again on the 4th and got disconnected after 38 minutes. I called back and after 20 minutes got a rep named ******* who was no help at all. She couldn't even find the order. She claimed she'd reach out to who she can and get back to me. It is the end of the business day of the 5th now and I never got a call back. I called today, the 5th and have been on hold with my call being next for over 45 minutes now!

  Business response

  01/09/2023

  Hello,

  We apologize for the issues you had experienced.

  Our records indicate that you had spoken to one of our representatives and your package has been delivered. We also tried reaching you by phone but were unsuccessful.

  If you need further assistance please contact us at **************.

  Best regards,

  Lenox Corporation 

  Customer response

  01/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I got on touch with them by all I got was excuses.

  The companies are merging, they are short staffed, the email used was my email not the one under the name it was ordered (not sure how that would make a difference, for all they know that is the email of the person on the order!).

  Definitely not an acceptable response, I'm sorry.

  Regards,
  
  *********************************

  Business response

  01/31/2023

  Hello,

  We are sorry to hear that you are not accepting this response. We are showing that one of our representatives did reach out to you regarding your experience and that your order was delivered on 1/6/23.

  Best regards,

  Lenox Corporation 

• Initial Complaint

  01/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hi, I placed an order # ********** a few weeks ago, its an ornament for my babys first Christmas and it was supposed to be personalized, I only received the order confirmation and acceptance but never actual tracking information, tried to contact the business by emailing but no one responded, this is such a bummer and a hassle :( so disappointed, I just want to get the ornament even if its not going to hang from our tree anymore. Thanks.

  Business response

  01/06/2023

  Hello,

  We apologize for the disappointment this has caused.

  Your order is in the process of being personalized. We assure you that once it is completed we will immediately ship your order.

  As a token of apology, once your order is shipped we will be happy to issue you a refund in the amount of $11.99.

  Best regards,

  Lenox Corporation 

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a ornament on November 29th. I was told within 12 business days an item would be shipped. I kept emailing them and I kept getting an automated email saying "you cam not cancel your item" when all I asked was for an update. I ******** messaged them and no one responded. I called them and the woman on the phone said yes you'll have your item before Christmas. We will send it tonight. Then just yesterday morning on 12/21/22 I got an email saying they will not be shipping my item and there is no information as to when it will ship. So who knows if I will ever receive it. This is a very reputable company and I assumed I would be getting a beautiful gift for my family for Christmas and that's not the case. If you check their ******** account you can see Multiple people complaint of the same issue. And all they wrote in the email was here is 30% off a future purchase. I will never be purchasing through them ever again. It's absolutely ridiculous.

  Business response

  01/09/2023

  Hello,

  We apologize for the issues you had experienced.

  Unfortunately, we were unable to reach you by phone. As a token of apology, we have issued you a full refund.

  Again, please accept our sincere apologies regarding this matter.

  Best regards,

  Lenox Corporation 

• Initial Complaint

  12/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On November 30, 2022 I placed an order (**********) with Lenox for a personalized “In Loving Memory” ornament. On December 12, I was told it takes 3 weeks from when an order is placed until it is received. On December 13th, I was told I’d have my order by Christmas. I called today, December 20th, and I was told my order hasn’t even shipped yet. The representative told me they are instructed to tell people they will have their order for Christmas. How will this be possible? I wish I had read all the horrible reviews about this company online before I placed an order, but I just assumed they were reputable because I own many Lenox pieces of China that I’ve purchased in a store. I’ve never ordered online from them. 

  Business response

  12/21/2022

  Hello,

  We apologize for the delay in shipping your order. We did email you the tracking number which will be shipping with overnight delivery.

  Once your order is shipped we will be happy to issue you a refund.

  Best regards,

  Lenox Corporation 

*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. ↩