Lillian Vernon

I submitted an order on 7/30 at 9:46AM. When I received the order confirmation, I saw that there would be a shipping delay. I immediately emailed and asked to cancel the order. After SEVEN days, I received an email that it’s too late to cancel. I responded that I wouldn’t be in the home to receive the order to return them. They said they would expedite shipping. I declined and they still shipped the order. The order didn’t ship for three days after this. Enough time to cancel but they refused. . I ordered sleeping bags because we were about to move out family of 5 across the country and I needed them for hotel stays during covid. I had to cancel because they were to arrive after we moved. Well, they arrived after we moved. They are probably still sitting on the step of our previous home. I wrote another message to customer service on 8/10. It’s now 8/18 and I still haven’t heard back.

HORRIBLE COMPANY! DO NOT order from Lillian Vernon! They have the worst customer service ever! I wouldn't have even given them 1 star, but had to select something. I placed an order the end of March, item in stock and ready to ship in 12-14 days. I waited for weeks and nothing. No email, no notification that there were any issues. After being on hold with the so called customer service department for literally hours on 2 different days, someone finally answered on the third day, told me that my order was ready and would ship out the next day. That was on 4/27/20. Nothing received and still no notifications of any issues by 5/25/20. Called CS again and they said my order was on it's way...after a month, really??? They couldn't give me a tracking number or any other information. Finally called back 6/1/20 and now my product was discontinued...unbelievable!! So what was already shipped back in April was now discontinued. Every question I asked, the guy's answer was "it's been discontinued" so absolutely NO help at all. Obviously never ordering from them again, this company is a joke! How they have an "A" rating is beyond belief. I will also spread this information to many others.

I normally don’t take time to write reviews but I just have to with this company I’ve ordered things from them before and I will never again I ordered something in December and then I was told that I would get an email when it was ready to ship I never got an email I called to follow up they said it’s on back order now it was very popular so they moved it back to the end of December same thing happened again I called back they moved it back again to January 21 same thing happened again I called back then they moved it back to February 21 never received any information so then I called to inquire about it again and they said it’s been canceled it’s out of stock!!! nobody bothered to tell me and I waited those months for absolutely nothing total waste of my time!! this company charges shipping and shipping and handling fee plus taxeS such a rip of! don’t even waste your time!!!! I will never order anything from this company again horrible customer service horrible business you don’t do customers that way and their items aren’t even that great quality anyways it’s so overpriced!!!! Bye bye Lillian Vernon there’s many other companies out there with much better higher quality products And way better customer service! I don’t know how They’ve stayed in business this long!

Purchased a personalized sneaker charm since I had a baby boy. My order confirmation said a maryjane charm which is for a girl so I called them to have the corrected. Spoke to an agent and told her I need the sneaker and not the maryjane like it says on the order because it’s for a boy and not a girl. Agent assured me that this will be taking care of and my order is fine. Called an hour later just to make sure and talked to a different agent. Once again I was advised that my order is fine and I will be receiving the sneaker, not the Maryjane. I received the maryjane. Called and spoke to customer service and was told they couldn’t do anything. If nothing could of been done.

I ordered two pieces of luggage on 12/2/19 for my niece and nephew for Christmas. My order was made with the standard delivery method of 5-9 business days. I started to get worried that my items weren't going to arrive for Christmas, so I called Lillian Vernon on 12/21/19 to be told that my items were not going to ship until February. I never got any information from the company about them being backordered. Nothing about them not being in stock. NOTHING. I asked them to cancel my order because the items were not going to be useful in February for Christmas presents. I receive an email on January 13th that one of my items shipped. They never cancelled my order. I called them on 1/16/20 about this, they said they would email me a return label, and they would refund my credit card once they received the item. I never received the refund label. I called again on 1/18/20 requesting them to send the return label again. They never sent it. I call back again on 1/20/20. This lady tells me that they do not accept returns that are personalized. She tells me that one of the workers put in the notes that if the customer calls back to refund the money. I am currently waiting on a refund. Please don't waste your time or money with this company.

$250.00 worth of product ordered 11/24/19 never received and cust svc response is unsatisfactory
On 11/24/19, I ordered $250.00 worth of personalized plaques.
I inquired about them on Wed 12/18 and received response email on 12/20 that a ticket was created to troubleshoot. No information about prospective shipping dates or offer to refund these items.
On Tue 12/24 I followed up for more information and requested a full refund.
On Fri 12/27 I received a canned email apologizing and suggesting I *callthe Customer Service Team.
I do not expect to require this level of follow up for a problem order.
Either refund my money or tell me when to expect the product.
Never again will I order from Lillian Vernon.

Products not delivered in timely manner, items cancelled with little or no notice, and lies as well as rudeness from Customers Service Reps.
I placed an order on Nov 10 for $400 worth of merchandise, on Dec 21 I was still waiting on items and getting e-mails that some have been canceled. I am absolutely furious because the same items that I received notice for cancellation on, are the same items that a Lillian Vernon rep told me were on their way through express shipping on Dec 16. Two of the packages I did receive, listed that certain items were in the box, however, those items were not. Did I mention they sent one of my packages to the wrong address, still trying to figure out how that happened when all my items were placed on
the same order. I could go on and on with this nightmare of a company but I will end with Customer Service is rude! If they tell you a supervisor will call you back that is a lie... Still waiting on *** supervisor to call. The e-mail contact option is also a joke, you will not get a response. After posting a review on ***, the company offered to refund me $57, also a joke. That does not even begin to make up for the stress and anguish they put me through, nor the gas I had to use to drive the package sent to the wrong address, to the correct one, in a different county.

This is not a reputable business.
Customer service is a cover-up

I placed an order on 12/2/2019 and received a verification that the order was received. (***). I did not receive an email that it was shipped.
I tried for days to find out if the order had shipped and doing on line did not work. My order was not found. I finally called and after waiting on the phone for over 30 minutes, I was grilled because customer service would not find my order. Finally, I was told that it was shipped on the 12/5 and would be received by 12/20. I asked for a supervisor who could not verify when I would receive it as there was no tracking number. I was lied to by the first representative. The supervisor could not find a tracking number and had to refer this issue to yet another department and could not tell me how long that information would take to get to me. Why have a customer servicde department who has no information or just makes it up? It is 12/16 and I still have no information on my order, but they have my money. I tried to call the corporate headquarters, but no one answers the phone until it finally goes over to a fax machine after 27 rings.

Shipping confirmation not honored. No follow up email from company telling me my item was now on backorder. Will not get item as needed for gift.
Ordered personalized Christmas stocking on Nov.20. After several attemps to give them my email, finally received confirmation on my order and said would be shipped in 5 to 9 business days. Item never said was backordered when I made purchase. After 10 business days, and still no delivery, I called them. They then told me my item was not available and on backorder. I ordered early in hopes I would have by 9th of December. They then proceeded to tell me that I would not get stocking until maybe on December 13th. I asked it they had any stocking in stock that could be shipped and they said none and that the warehouse was really backed up. I understand this time of the year, but you need to be up front with your customer in the initial purchasing of an item and let them know there will be a delay, which was not done. I also had to call them to find out why I did not get item, and that's when they told me it was backordered. Had I not called I would of never know. They are extremely bad about following up with email or call to customers. I feel like I'm left out in left field and they really don't care. I also had to pay for shipping, and still do not have item. After this experience I will never purchase anything with this company again. I shop on line often and have never had this kind of poor customer service. ***, ***, ***, ***, ***, ***, ***, and smaller companies like *** , ***, and I could name many others that are excellent.

Put an order in on 11/11, have talked to three representatives and told different things. Charged for items that have not been sent.
Order #*** on 11/11. 11/18 *** told embroidery stage. 11/25 *** said still in process, would put rush and send out in next couple days. On Nov 26th, I sent a ticket in through *** desk and no one responded to that. On 11/27, through their on line chat support, *** from *** said that it had not processed yet, but she also would put a rush on it. She said they had a lot of customers waiting on orders. She indicated to me that my entire order would go out no later then 11/29.
On Nov 28, I was charged $83.10. On November 30th, I received 1 item of the 4 I ordered. This item should have $46.99, so not sure why I was charged $83.10. Can they do that? Can they charge me for items they haven't processed or sent out? I have been lied to over and over by this company through their on line chat system . It has now been 19 days since my order. I have been told two different times that my order would be shipped within days of my conversation and to date, I have one item of four.
Here is a copy of the conversation from 11/27 *** Desk customer support:
(05:04:12) ***: I have spoke a supervisor and I do see here that right now shipping isnt expedited just yet until the order has been boxed and it hasnt been boxed yet because the order is not complete, we will upgrade the shipping once it is in that state. We should be getting this out in the next 1-2 business days, there is a chance it can be done today and we will be open Friday and Saturday as well. We aren't purposely lying to you, we are just very behind and providing estimates to you about your order.

Here is a copy of my charge:
Nov 28, 2019 *** -$83.10

Items purchased are not correct. I have sent emails, spoke to two people at customer service. Asked for a refund was told to send proof, which I did
ordered ornaments on 10/16/19, order #*** LV. One was personalized, 4 were not. I received 1 with someone else picture and 4 with names on them. I emailed the problem on 10/22/2019, received email from Lillian Vernon that they received request and created a ticket (***), saying they will review and proposed a solution. Called Customer Service on 10/31/2019, spoke to a ***. *** said someone will call me back, which I did not receive. Called again on 11/06/2019, spoke to a supervisor named ***, who basically said I need to send email with proof on wrong ornaments, which I did on 11/7/2019 to *** (Lillian Vernon). Still the only answer was thank you for your email we received your request. On 11/09/2019, I sent email asking when will I receive a refund?1/10/2019, I sent another email stating I would have to contact Better Business. Bureau. I received email back from *** (Lillian Vernon), supposedly they had difficulty retrieving original inquiry and told me not to hesitate to call or send a new email so I did. On 11/12/2019 I sent pictures of emails and wrong ornaments. Received email back stating they would respond shortly, have not heard a thing.
One ornament was a picture I downloaded of my granddaughter, I received ornament with another family on it. The other four were to be blank so my grand children could write names on them and I would bake them. The four ornaments came with the names *** and ***. When I first called I explained this to customer service, they did say the uploaded picture ornament was incorrect and could make another one, I told them no, I want a refund on all ornaments, and they should find who's order I received. They responded they have 1000's of customers and they wouldn't be able to, per *** on 11/06/2019. I have been a customer for years and couldn't believe what she told me, and how difficult this company is to receive a refund for a order incorrect. *** also said for some reason my email is blocked, even though I received confirmation they received my email and they created a ticket #***. The refund is for item numbers *** one ornament not my granddaughters picture, *** two ornaments had names *** and same on them, should have been blank. *** two ornaments with names *** and *** on them, should have been blank. Please help me resolve this matter.

The worse company I have ever dealt with. They wouldn't even refund my money when I never received, nor they never even shipped my order!

Order ***

Purchased August 5th, received August 20th. Used on August 21st. Noticed on September 10th and filed a complaint September 13th.

It is item # ***. I paid $60 for it online by card.

Made multiple attempts to try and contact them and they haven't responded.

On Dec 12,2018 I ordered a beanbag from Lillian Vernon to which I paid $149.97 to also to include the name OLIVIA embroidered on pillow. Once it arrived no name was on pillow. Called CS, emailed photos of pillow and was told because it was from an outside vendor we cant help you. They gave me a number to call. I called and could only leave a message and I never heard back. Called CS many many times, I even spoke to a manager to said its on the way. Called again yesterday and I was told they were wrong nothing has been sent they cant get in touch with outside vendor nothing they can do. I ordered this from Lillian Vernon..If I knew it was coming from someone else I never would of bought it. Ive been put on hold for over an hour most times and still they had nothing. I just want what I paid for. Why does that seem to be so difficult? I told CS I was contacting Revdex.com and they said, "ok".

Original order number: ***
Order placed on 7-Dec-2018 for two personalized Christmas stockings ***

I ordered these stockings for my sons, one of which will be his first Christmas. I have a Lillian Vernon stocking from when I was a child and thought there were of the highest quality. In turn, I wanted to order some for my children and placed the order early in the month to guarantee Christmas delivery.

Unfortunately, I received an email at 6 AM EST on 18-Dec-2018 that the stockings I had ordered were not available anymore. It is noteworthy that my order number was now ***. Regardless, the email correctly identified the stocking SKU above as being out of stock.

I called the company at 3:36 PM EST on the 18th to try and get another stocking ordered. Due to the circumstances of where I was, I had to interrupt the call and asked if I could call back. This was okay per the original representative.

I called again at 4:12 PM EST on the 18th. When talking with the agent, the agent made it clear a substitute stocking would likely be delivered by Christmas. I did not seek further counsel from the company at this time.

I am very disappointed in Lillian Vernon. I believe I was told this product was discontinued when I talked on the phone. In that case, a situation like this could represent some of the following flaws with the company:
-Significant discrepancy between physical inventory and electronic record
-Significant scrap on this type of product (either as provided or in process of customizing)
-Incapable electronic resource planning (erp) system (intake orders not properly being charged out of existing/planned inventory)

In any case, it is too late to order a personalized stocking from anywhere now. The fact it took 11 days to notify me was disappointing. If notified earlier, there's a chance I could have changed to a different stocking type or ordered from a different company and had stockings for my children on Christmas Day.

HORRIBLE!!!!!! HORRIBLE company!!!! Has been two months and I am still dealing with this company to get a refund that was suppose to take 3-5buisness days. My first order was delivered damaged, my second order was somehow lost by " fed ex" and third order I insisted be overnighted since it was a custom wedding gift sign also came damaged!!! I called many times waited long periods, told them the quality and printing of wood sign was cheap looking and the packaging was a disgrace, wrapped in a plastic page and thin cardboard. The lettering was all faded and had print lines. The corners were damaged.

After being an extremely unhappy customer and ruining my gift to my parents for their wedding, they offered to send a 4th product and I demanded a refund. So unbelievably unhappy with this company, the customer service, NO follow up, and product is cheaply made. DO NOT order from this company!

Now, two months later I am still fighting for my return which has been almost a month and no credit to my credit card.