Lehman's Reviews (%countItem)
Lehman's Rating
Address: 4779 Kidron Rd, Dalton, Ohio, United States, 44618-9287
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+1 (330) 857-5785 +1 (888) 780-4975 |
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Lehman's is refusing to refund the shipping cost of items never shipped to me. Original order placed on 4-2-2020. Have had several interactions both on phone and email with their customer service. Lehman's has been under stocked and unable to deliver all the merchandise already paid for on 4-2-2020. On 5-20-2020 was finally given the option to cancel order for items not received. Received refund check on 6-9-2020 for cost of items but not the shipping cost that was charged and paid for. Have called Lehman's a couple times and even asked to speak with someone in billing office. Was told they are under staffed and not accepting calls in billing office but that my request would once again be forwarded to them. As of today, 7-7-2020, I have not heard back on my request for the $36.63 shipping cost that I am due back nor have I received a refund.
We have processed the refund and sent it. The order was paid by PayPal, and this limited our ability to correctly process the refund. We apologize for the delay, which (besides the hiccup with PayPal) was entirely related to Covid19 related burdens on our business. To prevent this from happening on future orders, we are adding additional staff, including staff which is specialized for handling PayPal orders.
Again, sorry for the delay! Your refund is on it's way.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
If I could give this business 0 stars I would. I ordered items from them on April 2nd, 2020. They were back ordered on the wide egg noodles I ordered and I understood that there may be a wait. I waited until mid May and called them regarding the order and got no resolution. I send numerous e-mails to them to cancel my order and refund the $34.00 plus tax for the item I ordered. They never responded to my e- mail requests. When I called their customer service number I was told that they did not have the authority to cancel my order and refund my money I would have to call their billing department. When I called their billing number it sent me back to the same person I was speaking with in customer service. They should not call what they have customer service. I finally filed a complaint with PayPal who sent them a request for resolution. Well, I finally received the noodles that I no longer wanted today June 8th, 2020. I will never do business with Lehman’s again and I will everyone I meet not to order from this business. They are NOT HONEST.
We're sorry that the service we gave you did not measure up. As a business where four generations of the Lehman family worked, and with a consistent and high reputation for service, we were humbled by the Covid19 pandemic. It turns out that it's pretty hard to run a customer service department when no one is allowed to come into the office. Our job was made even more difficult because the bakery that makes the makes the noodles was ordered to close. The "customer service" team you called was actually an answering service we hired to help. And, through that process we learned that no subcontractor ever provides the same level of service as your own people.
To make sure this problem never happens again, we are investing in a new phone system that will allow our people to work from home and connect to the office and receive incoming calls as if they were still in the office. We will do our best to make sure this never happens again. Please accept our apology.
I placed a order over 2 months ago, in questioning them about when they are going to full fill it they are either extremly slow or no responce. Have left message with their 3rd party answering service and in a week No Responce. I would just like to get this order canceled and my money back. they have sollicted me by email and now a catalog to purchase more and I haven't asked for either. Just want to be done with them.
Dear Mr.,
I'm sorry you were disappointed with our service. I wish we could have done better but we were forced to reduce staffing in order to comply with the state of Ohio mandates on social distancing. As a result, our response times were longer.
You ordered our cultivator handles. People are worried about food supplies, so lots more are growing their own. As a result, we are running out of many of our gardening related items. To make matters worse, this particular vendor closed his doors as he was judged "non essential." The result was that we had no way to fill your order.
You ordered 4/16, about 6 weeks ago. When you ordered, the website stated that the handles were out of stock. We emailed you about a week ago and offered to cancel the order, but you didn't reply. When you filed your complaint with the Revdex.com, we of course cancelled it immediately.
Because you offered a credit card for payment, there is no refund owed. We have not charged your card yet. (We never charge anyone's card until the item ships.)
Once again, I'm very sorry for the delay. Please believe me when I say that we did everything possible to resolve the issue long before you filed your complaint. We were hampered by limited staff and limited product availability.
I hope you can find it in your heart to try us again when things are better. Stay safe and healthy!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
My order is being partial shipped. First box the packing slip said 3 shipped but only two were received. Several times after this shipment my credit card has been charged different amounts and then the charges were withdrawn. Normally matters of this kind I would settle directly with the merchant, but the merchant's customer service is not available. First phone call was routed to an individual who could only take information with a promise someone would call. No call! Second call I was referred back to the store where someone would help me. Customer service at the store took a message but 48 hours later no call. I called the store and this time I got a real person on the phone, Beth. Beth stated that she could not help me to resolve issues with an order placed over the web. So Beth transferred me to Julie, but first she gave me her direct extension. The transfer yielded a busy signal and then dropped the call. So twice more I called the number for Julie which rang once or twice and then dropped the call.
I'm so sorry for the response (or lack of response) you received. At the time of your service, Ohio was under quarantine and shut down orders due to the COVID19 pandemic. We were allowed to stay open because we are an essential business, but we had to do it with half staff. You said, "the merchant's customer service is not available". That is correct, and is true only because of the pandemic. To help cover our incoming calls, we hired an answering service that could only take messages, which you were able to contact. Later, you reached out to various people in our store but because they had never been trained or asked to handle online orders, they couldn't help you either.
100% of these problems were caused by our efforts to comply with COVID19 and the government ordered shelter in place. That is a reason for the challenges, but not a substitute for good service. I'm very sorry and (now that we are emerging from the shut down) we will do better.
We have long since reached out to you personally and fully resolved the complaint by refunding you for the product we were unable to ship. We could not ship it because the factory was closed and could not supply us. Thanks for your order, and again, my apologies for the level of service you received!
I've been charged for an order but have never received it. I've called this company multiple times and EVERY time I'm told "I can't access the order system." "Please call the store", "Please call back". No one seems to have a clue about my order, nor can I get a refund. I also have received ZERO correspondence via email other than my order confirmation nearly a month ago.
Dear Friend,
I'm very sorry for the challenges we faced on this order. Your order arrived right in the middle of the coronavirus pandemic. Sales on the puzzle you asked for had increased from 10 a year to 100/week. Meanwhile, the manufacturer was closed because they were viewed as a non essential business. Eventually, we got a shipment of puzzles they had in the warehouse from before the pandemic. Unfortunately, it wasn't enough to cover our orders.
We've been in touch with you many times since your initial complaint, but we dropped the ball on keeping you informed with your order. I understand that was the main problem you had with our service. For that, I'm very sorry. We had a lot of problems keeping up with emails and phone calls because the office was closed and folks were working from home. We tried to keep up, but about a third of our staff didn't have internet access and wasn't able to work at all.
So, here's the bottom line:
Most important to me is that I make sure you know that I'm very sorry for how we let you down. It's not our normal way of doing business, and we regret the way the COVID19 pandemic affected our ability to give the level of customer service we wanted to.
You've already applied for a refund from Paypal. We've already shipped out the part of your order we were able to get so far. The one remaining puzzle is in limbo right now --- you can continue to wait for it, or we will be happy to give you a refund.
Thanks so much and I hope we are able to resolve this in the end!
Galen L
I placed an online order nearly two weeks ago and have not received a single update from them. When I called to check the order I was told that the call center was shut down because they were receiving too many calls. What!?!?
I was told that the customer service representative could send an email to their corporate office and a request for someone to call or email me, which they did. Three days later, still no update, email, shipping confirmation or phone call. Pathetic.
I wonder if they will be able to refund my money. How are they staying in business?
I'm sorry that the service we gave you did not measure up. As a business where four generations of the Lehman family have worked, and with a consistent and high reputation for service, we were humbled by the Covid19 pandemic. Frist the state of Ohio forced us to shut our customer service department. (It didn't close because of "too many calls".) Our email system kept working during this time. I can't explain why you didn't receive the email updates we sent. I suspect it was either because you did not provide an email address, or our emails to you were blocked by your spam filter, or they were undeliverable for some reason. If you haven't received your order yet, please contact us at "[email protected]" or call us at 800-438-5346 for resolution.
To make sure this problem never happens again, we are investing in a new phone system that will allow our people to work from home and connect to the office and receive incoming calls as if they were still in the office. We will do our best to make sure this never happens again. Please accept our apology.
I purchased some items from Lehmans 289 Kurzen Road N. Dalton ,OH 44618 330-828-8828 ex *** Sue B Customer Service Supervisor.
I spoke too Sue about my return. I asked for a call tag so I can send these items back. I told them I was sick. They where not working out as described. She told me if I wanted to send them back. I have to do it on my own tough luck. I am surprised I was not expecting this from a store of that caliber I thought! I went to UPS to send the things back big inconvenience I was in the store for 2 to 3 hours I certainly was not up to this being sick. UPS would not ship it back as he said the address is not coming up as a real address. I tried calling Lehmans up on several different times. No one would pick up the phone. I sent Sue a screenshot from UPS of the address came up no such address. I don't feel safe talking to Sue I feel like it's going on deaf ears. OUR GUARANTEE
We stand behind our products and want to make sure you are pleased.
After reviewing the comments on the customer's account and various emails, there was miscommunication and we were not aware that she was ill. We have a policy that allows customers to return items that they are not satisfied with. As previously explained to the customer, we will be glad to honor that. We have verified the address is correct for the return however we will send out a call tag to avoid any more inconvenience to the customer. We are open from 9am - 5pm, M-F, EST and an agent is always available during those times. We are also open for communication via Live Chat on our website and emails sent to [email protected].
I sent the company my knife to sell a couple of months ago. They contacted me a few times after I had threatened to take legal action against them.
Thanks for your concern.
To the best of my knowledge, we did not ask for the sample knife. We receive dozens of unsolicited samples each week, and although we searched diligently for your knife (in response to your calls), we were unable to locate it. I'm very sorry for your disappointment, but we cannot accept responsibility for unsolicited samples.
In any case, even if we did ask for it, our policy is not to return samples unless we are notified in advance that return is required and only then if return shipping is paid by the prospective vendor.
If you can provide a tracking number to confirm delivery, we would be happy to look again. To the best of my knowledge, that information was never provided and would be helpful to determine the time and date that it arrived, or to confirm that it even did arrive.
Thanks again for considering us to sell your knife, and I'm truly sorry that we haven't been able to locate it.
Galen Lehman, CEO