Complaints

This profile includes complaints for Lenox, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lenox, Inc

  1414 Radcliffe St Fl 1 Bristol, PA 19007-5496

• 

  Lenox, Inc

  PO Box 735 Bristol, PA 19007-0735

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:12/13/2023

  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.

  I purchased ornaments in November of 2022 for our yearly stocking stuffer. Lenox did not keep their shipping promises and we received our ornaments AFTER Christmas of 2022. Therefore I just put the boxes in our decoration storage to use this year. When I pulled out my sons ornament it immediately broke. I have attempted to contact Lenox daily for the last week (plus a few days now) and they refuse to contact me back after I send the photos of the faulty product. I also wrote a review of the product and they will not publish the review (assuming because it is not a good one). I would like the replacement to this sent to me so we have the matching set for my children.

  Business Response

  Date: 12/14/2023

  Hello,

  We are sorry to hear of the problem with your ornament and we appreciate you taking the time to forward us photos.   We have ordered a no cost replacement which can be referenced with order number *********.  Unfortunately this item is not expected to arrive in time for Christmas.  

  Please discard the original ornament.

  Best regards,

  Lenox Customer Service

  Customer Answer

  Date: 12/18/2023

  [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. I will keep noted that they have stated they are replacing the ornament and will contact back only if item is not received by February 1, 2024 (allowing business ample time to get processed and sent). 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:12/11/2023

  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 November 19, 2023 I ordered extra place settings for Thanksgiving since I was having more than 12 guests (I already own 12 place settings). I paid for expedited 1 day shipping for $30 since their websites delivery calendar indicated that I would receive my order on Wednesday the day before Thanksgiving. This information was not true. According to the *** tracking information the items only left their warehouse on November 22 (3 days after order) and arrived at my door on the Friday after Thanksgiving. Since my order did not arrive on time to use them, I refused delivery. The items were received back at Lenox on 11.27.23. As of today, 2 weeks after they received the returned item I still dont have a refund. So I called Lenox, after 45 mins on hold a representative told me that there is only 1 person in the returns area and that my return was not even processed as being received. She also indicated that it would be another 2-4 weeks for me to received my refund. That will be 6 weeks after they received the items back. The total refund that I am waiting for is $545.00. Lenox does not stand behind their information published on their website, lacks appropriate staff to conduct business efficiently and takes weeks to months to receive a refund. So disappointed. I have been a loyal Lenox customer for the better part of 40 years. You my sir have just lost a customer.

  Business Response

  Date: 12/14/2023

  Hello,

  We apologize for the delay in processing your return.  Our records indicate that your return was processed on Monday, December 11, and a refund was issued.  Please allow 3-5 business days for the refund to be reflected by your bank.

  Best regards

  Lenox Customer Service

• Initial Complaint

  Date:11/09/2023

  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.

  8/31/23 - Inquired with Lenox Corporation about a wholesale quote for a product w/ shipping cost included. 9/5/23 - A CSR responded via email with a quote for the product ($1275) as an email attachment and the cost for shipping ($276) was included in the body of that email. 9/19/23 - I called CSR via phone to verbally give her my Card info, I was uncomfortable sending sensitive financial info via an unsecured email. We went over the charges again and confirmed the total amount of $1,551.00 and authorized a charge in that amoung - this was the cost of the product plus shipping. ** $1275.00 (product cost) & $276 (shipping cost ) = $1,551.00 (total cost) ** During this call I asked CSR to send me a receipt showing the authorized amount of $1,551.00 for my records. I was told by the CSR that she was unable to send me a receipt until the product shipped. However, as soon as the product shipped she would send me an invoice showing the breakdown of all charges and the total authorized amount of $1,551.00. 9/21/23 - Credit Card was charged $ 2,147.50 by the company & product was shipped. I was actually charged $872.50 for shipping - not the quoted amount of $276. This is an overcharge of $596.50 9/22/23 - I immedately called the CSR I had been working with and notified her of the shipping overcharge. She acknowledged it was a mistake and assured me I would be issued a refund for $596.50. 9/22/23 - 11/9/23 - To date, i have never received a refund. I have emailed & called the CSR, accounting department and her supervisor on multiple occasions since 9.22.23 - they will not respond to my voicemails or emails. I filed a fraud dispute with my CC company but got no where with it. Apparently the CSR knew a loop hole - since the shipping quote was never written on the estimate along with the cost of the product and I only have it in the content of the email itself, it is not considered "proof". This is 100% fraud - PLEASE HELP!

  Business Response

  Date: 11/15/2023

  Hello,

  Our records indicate that you spoke to **** in our Accounting Department who explained that we do not keep credit card numbers on file due to security purposes.  At that time you provided your credit card number to **** and she processed a refund.  Please allow 3-5 business days for the refund to be reflected by your bank.

  Best regards,

  *****************************

  Customer Answer

  Date: 11/26/2023

  Thank you for your help with this matter. Shortly after filing this with you -the company issued the refund. 

• Initial Complaint

  Date:11/06/2023

  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 Oct 28 2023, I placed an order for 10 sets of their Vintage Jewel 3-piece place setting, for $908.92 including tax (order number *******, for my father ***********************). As of today Nov 6, the order still has not been shipped. I called customer service on Sat Nov 4, and they told me that all orders go through a credit review. They had no information on how long this should take, but said that if I wanted more information, customer service would be available on Mon. I called again on Mon Nov 6, and they said that the order was sent for credit review on Nov 4: a whole week after I placed the order! I asked them if they can estimate when the review will be done; the lady said she had no idea, and no one in their department has any information about this mysterious credit review. Their website FAQ section says that "Orders are expected to ship out of our warehouse within 24-48 hours" (*************************************************). But it has now been 6 business days with no follow-up. When I mentioned the FAQ page to her, she said: "I've never seen that before." I asked if I could talk to someone familiar with the credit review, and she said, no. She then said if I didn't want to wait, I could cancel my order. But she had no information on when my order might ship, not even an estimate. I asked if she could at least expedite the shipping when it does ship, given this unexpected delay; she said no. This isn't how you do business! I need these dishes to arrive on time for my father for a family holiday, and now I have no idea if these will arrive this week, this month, or this year. At the very least, Lenox should be transparent about how long it might take to ship something, so I can make an informed decision. It took me a long time to find dishes that my father could enjoy, and I'm so disappointed that Lenox's only response to me is: "We have no idea, we can't do anything for you, you can cancel the order if you want."

  Business Response

  Date: 11/11/2023

  Hello,

  We apologize for the delay in fulfilling your order. 

  From time to time, Lenox will review an order prior to sending the order to fulfillment in an effort to combat against credit card fraud.  When you contacted us previously a note was sent to our Credit Department to see if the review process could be expedited. 

  I'm happy to report that this process is complete, and your order has been sent to our warehouse for fulfillment.  We will send a shipping confirmation email once your order is in transit.

  Regards,

  *****************************

  Customer Answer

  Date: 11/27/2023

  [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. 
  

  Also, on Nov 10, I spoke to ****** from customer service, who expedited the order for me and apologized that no one had taken this action for me sooner. He was excellent. So, thanks to his help, I received the order on Nov 18.
  

  So, no need to ship this out again!
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:10/03/2023

  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 purchased dinnerware from Lenox on 12/23/2017. The style identified on the recent was Cont. This is a simple white design with a platinum rim. The total I paid was $542.83. Over a few years I noticed that the platinum rim was coming off of some of the dishes and the Lenox logo on the bottom of many of the dishes was completely gone. I contacted Lenox. This was on 18 August 2021.A few months later I received replacements for these dishes. Some arrived broken so I contacted Lenox and those were replaced.The problem with the platinum continued to wear off as did the logo on the bottom of many dishes. I contacted Lenox customer service on or about December 2022 and was told they would not do anything about it. I contacted Lenox again in September 2023 and once again I was told they wouldn't do anything about it. Lenox no longer makes this dinnerware and clearly it is because it is defective.

  Business Response

  Date: 10/06/2023

  We are sorry to hear of the problem with your Continental Dining Platinum Dinnerware.  A representative (*****) will be contacting you to advise that we will supply you with a postage paid return labels to send back your dinnerware.  She will also be requesting your original receipt which your merchandise credit will be based on.  If you no longer have your receipt then we will base the merchandise credit off of the last selling price that we sold these items for.  Once your dinnerware is received back at our warehouse, you will have a merchandise credit to use.

  Customer Answer

  Date: 10/10/2023

  [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 email sent to me from the company…from *****….had another caveat telling me that I will not receive a credit for all of the set.  Wrote that they had previously replaced 8 plates and she wrote that I will not receive credit for those. This is not acceptable for a few reasons.  One: those plates are damaged as well, same problem.  Two:  I purchased a complete set of service for 8.  These were 4 piece place settings.  I want a store credit for the entire purchase which was approx 500.00,  why would I want pieces of a set that doesn't match.  I would have no use for these items.  I can provide them with the receipt for the entire purchase.   
  it is obvious that this design is flawed and guess that is why it no longer is being made.  
  Again….I  am requesting a store credit for the entire amount I spent.  I will provide the receipt for the entire amount and I will mail back all of the dinnerware purchased.  I wont mail anything back until I receive that commitment.  
  thank you 
  
  Regards,
  
  *******************
  

  Business Response

  Date: 10/23/2023

  Hello,

  Thank you for your recent correspondence and we apologize for any confusion that we may have caused.  Please provide us with your original receipt so that you entire case can be reviewed.

  Best regards,

  Customer Answer

  Date: 10/26/2023

  Lenox asked that I provide a copy of my receipts.  I will provide this to them this evening via email to their customer support address.

  The receipts totaled $390.31 and this is the amount I am requesting that they provide me with a store credit.

  
  *******************

• Initial Complaint

  Date:08/21/2023

  Type:Customer Service 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:08/11/2023

  Type:Service or Repair 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 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

  Date: 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

  Date:02/20/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:01/28/2023

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date:01/18/2023

  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 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

  Date: 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