Lenox Inc.

Hello,I apologize that you did not receive a return phone callThe Breakage Replacement Form/Registration Form that you filled out was from many years ago and is obsoleteWhen we received a customers registration we would send an email with a link that they would click through to
receive $off on a purchase of $or moreSince this is no longer being offered, we will be happy to mail a $savings certificate directly to the customerWe ask that you allow 5-business days to receive it.Best regards,Kimberly L***

Hello,
I apologize that your order for the Snow Fantasies Snowflake Ornament was canceledDue to an overwhelming response, this year dated ornament has sold out
One of our representatives tried contacting you by phone as requested on Saturday December 10, and were
unsuccessfulWe were contacting you to let you know that we located this ornament through another source and will be shipping it to you at no costOnce the tracking information is received an email with the tracking information will be generated.I apologize that our customer service department failed to meet your needs and consider this a very serious matterI can assure you that providing excellent customer service and a quality product is a high priority for LenoxWe consider you a valued customer and will do our best to meet all of your expectations in the futureBest regards,
Kimberly L***-W***

Hello,I am writing in regards to this complaint.We have issued a refund to the customers *** card in the amount of $on 9/22/An apology letter as requested has been sentWe are also replacing and expediting this order to the customer at our expense.Best
regards,Kimberly L***

I am writing in response to your recent correspondence regarding Complaint
ID ***
Our records indicate that *** had contacted us on March 25, concerning his automatic shipment of the Annual Mother's Day Vases. At that time the subscription was canceled and a postage paid return label was mailed. We are sorry to hear that *** has not received the postage paid return.
I have personally mailed another label today, which should arrive in approximately 3-business days. Also we have contacted the collection agency and this account was removed immediately from their records.
As a small token of apology, we have mailed a gift certificate directly to ***, in which he may use towards a future purchase

Hello,
We apologize that we were unable to fulfill your order. Unfortunately, this is a seasonal item and our inventory has been depleted. We expect to offer this item again in September. Due to the long shipping delay your order has been canceled. If you would like to reorder...

this item when it becomes available we will be happy to honor the price of $39.95. Again, please accept our sincere apologizes regarding this matter.
Best regards,
Kimberly L[redacted]-W[redacted]

Our records indicate that a refund of $45.01 was issued to the customer on November 28.
 
Thank you,
Kimberly L[redacted]

Lenox continues to send me catalogs after I have told them numerous times over the past 6 months that I am no longer intersted in their products. I had experienced poor products/delivery time errors so I no longer want to order anymore of their items.

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Hi- I'm satisfied with the business reply but I have not yet seen a refund to my credit card for the returned items, as stated by the business. I would request that the business follow up to ensure that a refund has indeed been given to my account before this issue is satisfactorily closed. 
Regards,
[redacted]

Hello,
We apologize that you have not received your refund. We have contacted our Accounting Department and assure you that a refund check in the amount of $30.00 is being processed. We ask that you please allow 10-15 business days to receive it.
Again, please accept our...

sincere apologizes regarding this matter.Best regards,
Kimberly L[redacted]-W[redacted]

Hello,We apologize for the recent problems you had
experienced with our company. We take pride in providing quality products and first class
customer service. When we fail to do so, we consider this a very...

serious
matter. We truly regret that you did not receive the best that we have to
offer.
We have issued a refund for your full order. The refund may be issued back to your Visa card or in the form of a check. Again, please accept our sincere apologizes regarding this matter.Best regards,Kimberly L[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However, I will be in contact again if a $30 refund check does not arrive within the time limit stated by Lenox (10-15 days).
Regards,
[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I just looked at my phone and saw there were several calls on my home phone.  I just got back this week from helping my daughter in Florida fighting breast cancer. I will give a call to Lenox.
Regards,
[redacted]

Hello,
 
We are sorry to hear of your disappointment regarding our response. Unfortunately, we are unable to present you with the information you are looking for. We have contacted you by phone and have not received a return call. We will be happy to assist you in finding another cookie jar. I can be reached directly by calling ###-###-####.
 
Best regards,
Kimberly L[redacted]-W[redacted]

Review: In the past, I had signed up for a yearly shipment program for a collection of Mother's Day Vases which are normally sent out yearly. Five years ago, I requested multiple times to be removed from the program as I no longer wanted to receive the yearly shipments. Every year since that time, without fail, the vases keep being shipped any way. After five years of having to pay return shipping (so that it would be properly registered when received by Lenox) I contacted them and requested that they send me a Return Merchandise Authorization (RMA) as I did not want the vase, nor did I want to receive any future shipments. To both requests I was quickly assured that they would be taken care of: 1) an RMA label would be sent for me to return the item, and 2) that my name would finally once, forever and always be removed from the shipment list. More than a month goes by without receiving the RMA and then 2 days ago I receive a letter from [redacted]. indicating that Lenox had written off the account and turned it over to a collections agency.

I find the course of action they have followed in not sending an RMA as requested and then sending my account to a collection agency for collection activity to be most distasteful unprofessional, and unethical.Desired Settlement: That Lenox issue the promised Material Return Authorization label so that the item can be returned as requested, cancel the collection activity, once and for all time remove my name from the automatic shipment program for the Mother's Day Vase Collection, as I have been requesting that they do for the last 5 years.

Business

Response:

I am writing in response to your recent correspondence regarding Complaint ID [redacted].