ComplaintsforLake Pajamas

• 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,
  
  ***** *********

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order Information ORDER #****** DATE: DECEMBER 19, 21 Pima Long-Long Set in Parisian Green - M × 1 M $124.00 Discount (******) $-12.40 Subtotal $111.60 Shipping $0.00 GA COUNTY TAX $4.46 GA STATE TAX $4.46 Total $120.52 USD CUSTOMER INFORMATION SHIPPING ADDRESS ********* ****** 3* ****** **** Richmond Hill, Georgia 31324 BILLING ADDRESS ********* ****** ** ****** **** Richmond Hill, Georgia 31324 SHIPPING METHOD Free Standard Shipping (3-7 days transit time) - Order by 11:59 PM EST on 12/19 for delivery by Christmas. PAYMENT METHOD VISA Ending in — $120.52 Order placed 12/19/2021 (3-7 day delivery) Initial Complaint Made 12/25/2022 I contacted LAKE when I noticed holes in a product of theirs I purchased. I have included screenshots of my correspondence with Lake Pajamas. I purchased these pajamas and have worn them through out the course of the past year. As I have explained to lake I feel these are defective with the holes around the seam. They are telling me as you will see that I’m outside of the return window. This isn’t a return request it’s a request for a replacement due to a defect in the product. This is from an email I sent that explains my concerns- “ Can you please provide me a copy of the policy you have referenced in all of your previous emails or at least direct me to where this policy is located on your website? The fact that I have several pairs of your pajamas, wear them all equally but infrequently, launder them per the manufacturer’s instructions, yet only one pair has numerous defects and imperfections is a clear indication of a manufacturer defect. This is not a return outside of a return window, this is a quality issue and one that a company with your reputation for quality and integrity should want to correct. I’d appreciate the courtesy of a call or return email from a manager that can properly address this concern.” Again, I am solely seeking a replacement for the damaged product.

  Business response

  02/06/2023

  Hi *****, 
   
  I've spoken with the team and have reviewed correspondence in order to be briefed on this situation. I'm so sorry to hear that there's been an issue with your pajamas. 
   
  We are more than happy to replace pajamas that have issues within a certain window; however, this order unfortunately does not fall within that timeline.
   
  I understand this is not the resolution you were hoping for; however, we are consistent with our policies in order to be fair to all of our customers. Of course, our hope is that you are able to enjoy your LAKE pieces for as long as possible, but because wear and tear occurs with 100% cotton, issues are not always considered manufacturing defects. 
   
  With that being said, I'm happy to assist if you have any other questions or would like help finding another pair that you love. Please feel free to reach out directly to me should you wish to in the future.  
   
  Best, 
  LAKE Client Services 

  Customer response

  02/06/2023

  
  Complaint: ********
  
  I am rejecting this response because the defective garment does not represent the quality of product the company advertises. Quoted from their site- Get Great Sleep
  “At LAKE, we revere rest and relaxation, and we design elevated pajamas that support the essential pursuit of high-quality sleep. It starts with softness: our pajama sets and gowns come in exceptional fabrics like Pima cotton and Bamboo. We make the pajamas you reach for every night because we believe that downtime is sacred, comfort is critical, and great sleep is enhanced by quality sleepwear.” I am extremely disappointed that this company won’t stand behind their product they advertise as being “quality”. 
  Sincerely,
  ********* ******

  Business response

  02/09/2023

  Hi *****, 

   

  We're so sorry to hear we did not resolve your request. If there's anything we can do to assist you further, please do let us know. 

   

  Best. 

  LAKE Client Services

• Initial Complaint

  12/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased pajamas on Black Friday at a discounted price (25% off). Unfortunately, the pajamas are too big. I contacted customer support to ask for an even exchange of sizes and was informed that I am unable to exchange and instead must return the pajamas and rebuy them at the full price. The website clearly speaks to the ability to exchange, but they have told me that is not the case for Black Friday sale items. Unfortunately for Lake, the website is less than clear since the exchange option is listed on the website and it is only when you go through the process to exchange that there is no exchange option provided at the end (and the only option is return). After trying to exchange and being rejected, I had made the decision to return the pajamas, and was then informed that I was only entitled to store credit and not a full refund. A store credit for the amount I paid (25% off) will not enable me to purchase new pajamas since the price is now back to $114. As such, the store credit is useless, and my only option is to lose the money I paid for the pajamas that do not fit or to purchase pajamas at full price. In addition, the customer service support that I have received has left a lot to be desired. I asked to speak to a manager and was told they were busy but to send an e-mail. To date, I have not received a response to that e-mail. For a high end company, this has been a low end customer experience.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an order (#******) for kimono style pajamas on 11/15/22. I tried the item on and it appeared to be the right size. I wore it for a while and noticed the front flap kept comping open exposing my bra because it is not securely close. I took it off and contacted lake pajamas for a return. They stated that it could not be returned because it had been worn and I should have just tried it on. I explained the issue (front flap opening) only became noticeable after wearing it for a little while. They stated they could not accept a return because it is not a manufacturing defect. I believe the item is not designed for women with small breasts (which was not disclosed on their website) and therefore it did not function as designed (remaining closed). I now have a $138 pair of pajamas I cannot wear without exposing my bra.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a set of pajamas from Lake Pajamas. I ordered my usual size which I consistently wear. On arrival, the pajamas fit well with a loose comfortable fit. I wore them once and then washed them exactly per the label instructions (machine wash cold on delicate and lay flat to dry). The garment shrank substantially just from washing and now doesn't fit at all. I contacted customer service and received a curt, generic response that they will not allow returns or exchanges. I have subsequently read multiple reviews on other websites that complain of the same issue and report that Lake Pajamas often shrink a full size even when washed per manufacturer instructions. It's simply unacceptable that a luxury clothing company would sell garments that shrink a full size when washed according to THEIR instructions, provide no information about this issue in product descriptions and then refuse to rectify the issue when customers contact them to let them know about the problem. I would appreciate an appropriate response from customer service with a sincere effort to fix the issue (either a refund or exchange for a larger size).

  Business response

  03/01/2022

  Business Response /* (1000, 8, 2022/02/22) */ Thank you for contacting LAKE. We are so sorry to hear about the shrinking of your pajamas. We understand that you have followed laundering instructions as directed; however, because our pajamas are 100% cotton and not pre-shrunken, they will shrink upon first wash. We cut our pajamas a bit big to accommodate for the shrinking that takes place and recommend trying them before laundering to be sure they are roomy and will still fit once washed. I know this is not the outcome you hoped for; however we are consistent with our policies in order to be fair to all of our customers. With that being said, we have taken your feedback to heart and believe we can improve upon communicating our pajamas' fit and our companies' policies. I will gladly pass your thoughts along to the appropriate teams. Best, LAKE Customer Client Services Consumer Response /* (3000, 10, 2022/02/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Having read the response from Lake Pajamas, it is clear that Lake acts in the best interest of their business and does not care about client satisfaction. A luxury boutique brand that charges over $100 for cotton pajamas should be willing to rectify a problem with their product that prevents a customer from using the product. I followed their instructions for laundering my pajamas and the shrinkage was not minimal. The pajamas shrank by more than 1 full size. This is not consistent with their explanation in their response. If they truly care about being fair to their customers, they should be willing to allow returns of items that are not consistent with their product descriptions. Passing along my feedback does nothing to resolve the issue for me and I am left having spent over $100 on a product that I can't use through no fault of my own. I have never had such an experience with any other luxury brand. I hope Lake will reconsider their position or they will have lost a potential long term customer and will continue to build a reputation for deceptive marketing (a complaint that I have read on multiple websites since researching this matter). Lake Customer Servive, please do the right thing. Business Response /* (4000, 12, 2022/02/25) */ Hi *******, Thank you for following up with us. 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. That being said, I absolutely understand your frustration regarding the fit of your pajamas, and I believe we can do better in communicating the fits of our pajamas. 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 the fit of these items. 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

• Initial Complaint

  01/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased the Men's Poplin Set on 11/21/2021 for $112 in a size M as a gift. Sadly, they did not fit and I went to check the website to find that they were sold out in the needed size. I contacted customer service to inquire if there was going to be a restock; which they informed me they would not be. They waived the return shipping fee for me at this time. I returned the pajamas, filled out the online form selecting the refund option. Today I received a virtual gift card. I was given store credit instead of a refund. When I contacted customer service they informed me that this item was on sale during their Black Friday event and only eligible for store credit. However, there was nothing on the website at the time of purchase indicating that this item was on sale. There were other items on their website there were indicated they were on sale (through red writing and lines through the original price). There is nothing on my receipt of purchase indicating that this item was on sale either. Since my original purchase, Lake Pajamas has increased the price of this set to $138. They are claiming that my item was a sale item when I paid full price at the time. I do not want store credit. I would like a refund.

  Business response

  02/11/2022

  Business Response /* (1000, 15, 2022/02/11) */ Hi ******, Thank you for reaching out to us I have spoken with our team and reviewed your previous correspondence to be briefed on the situation. I understand that there was confusion regarding the price of the item when purchased. This order was placed during our Black Friday Sale, which was advertised on our site with sale items listed with a strike through the original price. Our sales do not include a percentage off of the site but, rather, hard markdowns on individual items, of which your purchase was one. We attempt to make this as clear as possible by also sending a follow-up email 12 hours post-purchase with information pertaining to the sale (including eligibility for return for store credit only). That being said, I absolutely understand your frustration regarding the return method of your items. I have passed **** feedback along to our eCommerce and product teams, and we are actively working to make our policies as clear as possible especially during sale times. 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 contact us. Take care, LAKE Client Services

• Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a pair of Lake pajamas as a Christmas gift and was so excited because I love my other items from Lake. After washing them twice in free and clear detergent, the shirt completely changed colors and has massive stains marks. I'd like to note my sister also received a pair and washed hers in the same washing machine and this damage did not happen to hers. I sent pictures to Lake and their customer service sent a stock response about how I had caused the stains. The person who purchased the item also reached out and received the same stock response from Lake's customer service team. I called customer service and received the same answer. I was told that it was my fault and they wouldn't offer me a new, no damaged pair. After reading **** reviews, it is clear that I'm not the only one that has had this exact issue with Lake. It is disappointing to pay over $100 for pajamas and have such abysmal customer service. In addition, the company has been unwilling to accept responsibility for a faulty product.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchase a bathrobe online from this store on October 11, 2021 on my credit card. I received the item on October 15, 2021 and tried it on. It was too big. Reading the return policy, I could return the item for a full refund, less the shipping cost. I placed the item back in the bag, tags still on, and shipped the item back on October 16, 2021. On October 27, 2021 I received a virtual gift card for the refunded amount. When I inquired why I received a gift card, not the amount back to my credit card, I was told the item had a stain and therefore I only got a gift card. I returned the bathrobe in the same condition I received it. I didn't properly inspect the item as it was clear it didn't fit and I immediately returned it, tags on. I also saw no evidence of the stain or any communication from the company informing me of any issue. This company is stealing money by forcing a gift card vs original form of payment. They owe me $109 which is the price I paid for the item (which they received less shipping costs)

  Business response

  11/03/2021

  Business Response /* (1000, 5, 2021/10/28) */ We have refunded the customer. Consumer Response /* (2000, 7, 2021/10/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Money refunded

*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. ↩