ComplaintsforLake Pajamas

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased several products from LAKE including a pair that has a beautiful lining that was sewn to the fabric. I own the same version of the pajamas in several different pieces -- pant, shorts, tank, and long sleeve. One of the items, I wear the least had the lining come detached from the pant. This was disappointing and is a defect. When I reached to LAKE they refuse to replace, credit or even review the item (in person or by photo) and instead said that this is normal occurrence.

  Customer response

  04/04/2024

  Hello,

  I can't find the order on the LAKE website, but they confirmed it was  Order# ******

  Business response

  04/16/2024

  Thank you for your review. We're so sorry to hear your experience with us was disappointing. Unfortunately, because this issue occurred almost 3 years after it was ordered, we could not replace it. We are happy to replace items with issues within a certain timeframe. Once again, we're sorry this was not the outcome you were hoping for. Please let us know if there's anything we can do to assist you further. 

  Best, 

  LAKE Client Services 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I intended to purchase separate gifts. I completed the first one and when I went to purchase the next gift, I realized that it was going to the address of the first gift recipient I then went on to purchase a 3rd gift. Lake Pajamas only takes call Mon-through Thurs 9-5 and Friday 9-1 making it impossible to reach someone to cancel. I called at 9am on Monday and did not get a call back till 1:30. II know the figt was not yet sent but I was told I should locate *** to return but the order cannot be cancelled and I can only get a credit even though I ordered 3 other gifts. This is an absolutely unacceptable business practice. If you make a mistake, you cannot contact anyone right away and then you are told nothing can be done. It was very clear the order was a mistake. The woman said she was sorry but I would have to chase this down via *** and resend to who--me? I cannot get a credit notwithstanding none of the 4 orders has been sent. I will never buy another thing from a company that does business in a way that punishes the customer .

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 10/20/23 I purchased 4 sets of holiday pajamas; tried on one pair which fit well with some room to spare. I washed in cold water and allowed to air dry as the label stated. I expected some shrinkage in the length just as the item description indicated. However, I was unprepared for the amount of shrinkage in the hips, arms and chest. I called the company, hoping that since I had purchased 4 sets, they would make an exception to their policy and allow me to return/exchange. Instead, I was told to take photos, send them in and they would make a determination. How can shrinkage be measured in photos, especially since this appears to be a known issue as evidenced by online reviews and BBB complaints? Instead of taking a customer's word and doing the right thing, they dug their heels in with "policy" that's more important than keeping a customer. The remaining three pairs are now being returned - lost sale and lost customer. So disappointing because I love the fabric and loved the prints. Now I'm left with a pair of pajamas that are useless to me and out $124.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have purchased four pajamas, order # ******. The package was delivered to the wrong address. I have typed in the correct address and fully paid for the purchase. Lake is sending me to resolve the shipping issue with UPS, which I tried and got the message" Delivery change options not eligible for this shipment." The company refuses to give me a full refund for my order and claims I must resolve it with UPS and return the package. UPS is their vendor. I didn't make a mistake filling in my address and fully paid for my order that was not delivered. I contacted them multiple times, and they refused to issue a refund. I even had to make an account with UPS to resolve it. I fully paid Lake for items they didn't deliver to me.I would like a full refund and $100 to be compensated for my time trying to fix this.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I received an email from LAKE with a 10% off code which was sent a few minutes prior to placing my order. I did not read the email until I received the email confirming my order. When I asked to have the 10% deducted from my order, they explained that their policy did not permit post order discounts. Why is it that every other company I deal with will make a price adjustment regardless of when the order was placed. Their customer service associate was not helpful in the least. I will never make another purchase from this overpriced, greedy company! Poor, poor customer service. Shame on them.

  Business response

  07/20/2023

  Hi *, 

   

  Thank you for your review. We're so sorry to hear you're experience with us wasn't a great one. Unfortunately, we cannot offer post-purchase price adjustments, as doing so interferes with our fulfillment and returns processes. Please keep in mind that this code doesn't expire and can be used on your next purchase with us. Once again, we apologize for the inconvenience and are happy to assist if there's anything else we can do for you. 

   

  Best, 

  LAKE Client Services

  Business response

  07/24/2023

  Hi *, 

   

  Of course—we are more than happy to offer free return shipping for this order. Please expect to hear from one of our Client Services Associates by end of business today. 

   

  Best, 

  LAKE Client Services

  Customer response

  07/24/2023

  
  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

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought my second pair of Lake pajamas on 07/01/2023. I did thorough research of Lake’s size guide, FAQs, and online reviews before making my purchase, in addition to owning another pair of their pajamas and understanding the wear over time. My first pair was a size medium (which I expected to be roomy based on the size guide), and understanding how the 100% cotton pajamas shrink, I wanted my second pair to be even roomier. I sized up to a very generous size large. They were considerably big on me and I expected the shrinking in the wash to be minimal, especially since I followed the washing instructions on the care label exactly. After washing the pajamas and being sure not to dry them, they shrunk to an unwearable size. I’m now left with $100 pajamas I can’t wear. I reached out to customer service, anticipating that there was little they were willing to do, and it felt like they went out of their way to be unhelpful. After checking the size guides and the care label, it seems there has to be some sort of inconsistency between what the brand expects of its product and what they actually deliver. I think it would be worth it to take another look at designs and make sure they’re size-inclusive (a size large should most always fit someone who is 5’0” and 125 pounds), as well as to post reviews less than 4 stars on the company site so customers can make informed decisions. Most brands, even those without the “luxury” image Lake tries to project, are willing to work with unsatisfied customers because it’s just good business. Lake just offered me 10% off a future purchase (which they offer to everyone who signs up for their marketing emails). To say I’m disappointed is an understatement, and all I can do now is see if I can pass these pajamas along to a (very small) friend and take the $100 loss. At the very least, I want this incident documented with the BBB so that other customers don’t make my mistake.

  Business response

  07/11/2023

  Hi ******, 

   

  Thank you for your review. We're so sorry to hear you haven't had a great experience with us. As our team member mentioned, our 100% cotton items are not pre-shrunken and will shrink upon laundering. Unfortunately, because this item has been laundered, we're not able to accept it as a return. If there's anything we can do to assist you with finding the perfect size or style, please to not hesitate to reach out directly to us. 

   

  Best, 

  LAKE Client Services

• Initial Complaint

  06/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order with a discount code that I was sent and after using ***** *** to checkout, the code was removed and I was charged full price. I immediately emailed customer service to either have the 10% difference refunded or to cancel my order. They could not do either. Abbey essentially called me a liar and told me that the checkout system showed me my total before placing my order. I went through the same process again after reading her response and the amount before I “double clicked” to pay still showed the discount code - this code was removed after I had submitted my payment. I also told her the code I was sent did not state it was for first time customers. I even sent her proof of this but got no response from there. On top of all of that, I have to pay $7 to ship my items back once I receive them. Lucy on the other hand from their customer service team was great and promptly helped me but said that Abbey had more authority than her and if she refused to help me, then no one could. My mom and I have shopped at Lake for years and have never had issues but this was just a disaster and a terrible response by customer service for a flaw in their payment system.

  Business response

  06/20/2023

  Dear ******, 

  
  

  Thank you for your review. We're so sorry to hear that your experience with us wasn't great. Since we've last spoken, it appears a member of our team has offered to waive the return fee for your order. If there's anything we can do to assist you futher, please do let us know. 

  
  

  Best, 

  LAKE Client Services

  
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife ordered a pair of pajamas from Lake. She used a coupon code to do so, and when it processed, it removed the discount code. She IMMEDIATELY emailed them to attempt to have the code applied or order canceled to have it go through correctly. they told her that "company policy was to not apply discount codes retroactively" and "their system wouldn't allow that." 1. They use Shopify. That system does allow that. 2. I understand not retroactively price matching a sale or something, but in this case, their system caused the problem and mistakenly charged us extra money. Their solution: we can return the items, but they charge a $7 return shipping fee. will they waive the $7 return fee? "their policy won't allow them to" What I would like is to have either the original price reflect the discount code that my wife correctly inputed and their system removed incorrectly or to have the return done for free. Order #******

  Business response

  03/27/2023

  Hi *******, 

  Thank you for your review. We're so sorry to hear this was not a great experience for you. Unfortunately, we cannot offer post-purchase price adjustments, as this can affect our returns portal; however, we are more than happy to offer complimentary return shipping should this be needed. Please keep in mind that our discount codes do not expire and can be used on any full-price purchase. You can expect a follow-up from a member of our team regarding the complimentary return shipping process. 

  If there's anything we can do to assist you further, please feel free to reach out directly to me via email. 

  Best, 

  Kalli 

  Client Services Lead

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ORDER #****** Absolutely horrible customer service. I went to the store to try on my pajamas. The girl suggested one size up, because they shrink. I bought one size up and hand-washed in cold water and followed the instructions. The pajamas shrank 3+ inches in length. I emailed the company with photos and they responded with this, "While we are sorry to hear about the issue with your pajamas, this is not a manufacturing defect; therefore, we cannot authorize a return or replacement. I understand this is not the response you were hoping for; however, we are consistent with this policy in order to be fair to all of our customers." They really do not care about customers being happy and have worked more on influencer relationships than actual satisfied customers. BUYER BEWARE! These are $122 horrible pajamas that shrink and they do not stand behind their brand. I'd rather have a $30 pair from Target than these!

  Business response

  03/07/2023

  Hi *******, 
  
  Thank you for reaching out—we appreciate your review. 
  
  I have spoken with our team and reviewed your previous correspondence to be briefed on the situation. We are always happy to accept returns of unwashed and unworn items, but in this case, we cannot accept the return because the item has been washed. I realize this is not the resolution you are looking for, but we enforce our return policy consistently to ensure our customers are treated equally. 
  
  We attempt to make clear that, as with all 100% cotton clothing, you can expect shrinking. That being said, I absolutely understand your frustration regarding the fit of your pajamas post-wash. I have passed this feedback along to our eCommerce and product teams, and we are actively working to make improvements to the way we describe fit post-wash. 
  
  I am sorry this was not a great experience for you and want you to know we've taken your feedback to heart. Should you ever have any specific questions or concerns in the future, please do not hesitate to reach out directly to me. 
  
  Take care, 

  Kalli
  LAKE Client Services Lead

  Customer response

  03/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: you do not stand behind your products. Your team has failed to offer any solution to the excessive shrinkage, despite me having followed your wash instructions, as well as the advice I was given in store as to sizing. I splurged for these pajamas and am sad to have wasted my money, especially on your business. A business that doesn’t strive for satisfied customers is not a business looking for repeat customers. Your influencer model might work for a period of time, but eventually word will get out that you don’t stand behind your products. 
  
  Sincerely,
  
  ***** **********

  Business response

  03/13/2023

  Hi *****, 

  Once again, I am so sorry this has not been a great experience for you. If there's anything else we can assist you with, please do let me know. 

  Best, 

  Kalli

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was gifted a MATERNITY pajama set valued at over $100 on February 5, 2023. I tried on the pajamas on the very next day and reached out to Lake for an exchange since they were very small. In trying to exchange the set for a larger size, I learned that the order itself was placed in late December 2023. Again these are MATERNITY pajamas... you would think Lake would be flexible with sizing exchanges for expecting mothers! I reached out asking for an even exchange, not even a return, just a simple sizing exchange and there is 'nothing they can do.' $100 wasted on a set of (hideous) pajamas that don't even fit. DO BETTER FOR EXPECTING MOMS LAKE PAJAMAS.

  Business response

  02/09/2023

  Hi *****, 

   

  Thank you for your review. We are so sorry to hear that you did not have a great experience with us. 

   

  We are consistent with our policies, as stated on our website, in order to be fair to all of our customers; however, after reviewing your correspondence with us, we are happy to make a one-time exception to assist you with an exchange outside of our return window. 

   

  Please expect a follow-up email from a member of our team within 24 hours. 

   

  Thank you for your patience in this matter. Have a nice day!

   

  Best, 

  LAKE Client Services 

  Customer response

  02/09/2023

  
  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,
  
  ***** *********

*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. ↩