ComplaintsforLenox, Inc
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Complaint Details
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Initial Complaint
12/19/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order with Lenox on 11/28/22 with guaranteed Christmas delivery. (Per the Lenox website and customer service representative, the cutoff was 12/5.) After waiting 3 weeks and not receiving a shipping confirmation, I called customer service. After 3 tries, I was able to reach someone on 12/14. They said that my order had not been finished and that she had no information for me regarding my order; but that she was sure it would be shipped soon and delivered by Christmas as per their guarantee. She suggested that I try to call back later in the week or early the following week. I tried to reach Lenox again today but was unsuccessful. I would like my order to be completed and shipped overnight so it can arrive by Christmas as per the contract made at the time of my purchase. Order# **********Business response
12/22/2022
Hello,
We apologize for the delay in shipping your order. Our records indicate that your order is in transit with an estimated delivery date of 12/23/22.
As a token of apology we have issued you a full refund.
Best regards,
Lenox Corporation
Customer response
12/27/2022
[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.]
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.
Regards,
*****************Initial Complaint
12/19/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I placed an order on 11/16 with free shipping promotion (order #**********). The order total was correctly reflected in my order history, the order confirmation email, and the credit card transaction. But on the day of the shipment notification, I saw the previous CC transaction was reversed, and my card was charged $6.95 extra. When I called customer service on 11/22, I was advised that this was due to a system glitch that added the shipping cost. The agent informed me that they would forward my information for it to be refunded. About two weeks later, I called again to check on the refund status, and the rep responded that they would escalate the issue. And now, one month has passed, and I am still waiting to hear back. As little as $6.95 makes customers doubt Lenox's business ethics and credibility. Still love the brand but quite upset about the service.Business response
12/20/2022
Hello,
We apologize that you were charged for shipping.
We have issued you your refund in the amount of $6.95. Please allow 3-5 business days for it to post to your account.
Again, please accept our sincere apologies regarding this matter.
Best regards,
Lenox Corporation
Customer response
12/23/2022
[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.]
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. Thank you both.
Regards,
**Initial Complaint
12/13/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
My 11/26/2022 order, an in-stock order (not personalized) is not received as of 12/13/2022. Even if this order was coming from overseas, it would not take this long. I see online that Lenox is advertising a sale and noting "Place your order by tomorrow (12/14/2022) for expected delivery by 12/24/2022." How can Lenox honestly use this line? I (and MANY others) are contacting Lenox to say our orders are not being received in a timely manner. False advertising? Each and every day I check the *** tracking that was provided during shipping confirmation. Each and every day the day is changed to the next day (ie. on Thursday, it noted Friday; on Friday, it noted Saturday; on Saturday, it noted Sunday; on Sunday, it noted Monday; on Monday, it noted Tuesday; and today (Tuesday), it noted Wednesday. At this point, years into complaints to the company, you continue to use the same shipping method and continue to lie about expected dates. For a company that used to have a stellar reputation, it is a shock that the reputation has sunk to such a low .Business response
12/16/2022
Hello,
We apologize for the disappointment this has caused.
Our records indicate that your order was scanned and successfully delivered on 12/14/22.
Best regards,
Lenox Corporation
Initial Complaint
12/12/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a personalized ornament in November for my daughter to have in time for a party. Their policy states that it takes 10-12 business days for a personalized item. Well, it has been 12 business days and I've reached out to customer service and they tell me to wait for an undetermined amount of time for it to ship. I can't imagine I'm the only person frustrated by this ambiguous wait time. Lots of people are ordering things from them for the holidays and it's incredibly frustrating that I'm nervous about my item arriving in time when I ordered a month ago. Their customer service provides automated responses that don't help solve my problem at all. This is the second year in a row I've had problems with their customer service and last year had to file a claim with PayPal because my item never arrived and they refused to issue a refund. Safe to say I won't be ordering from Lenox again.Business response
12/14/2022
Hello,
We apologize for the delay in shipping your ornament. Your order has shipped and is in transit.
As an accommodation we will be happy to issue you a full refund. Please allow 5-7 business days for it to post to your account.
Best regards,
Lenox Corporation
Customer response
12/23/2022
[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.]
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.
Regards,
*******************************Initial Complaint
12/06/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On November 22, 2022, I wrote to Lenox in Bristol, PA to ask them to credit the shipping charge of $9.95 when the item I ordered shipped free yet Lenox charged me $9.95 to my credit account on November 21, 2022. They should honor the free shipping. Along with the letter I enclosed the email and supporting document that stated free shipping so the total should have been $42.60 and not $52.55. I even called them on November 21, and spoke with customer service representative and she told me that $9.95 will be credited to my account within 7-10 business days and I still haven't received the credit. I'm really disappointed in Lenox and will never purchase from them again.Business response
12/13/2022
Hello,
We apologize that you were charged shipping.
We have issued your refund in the amount of $9.95. Please allow 5-7 business days for it to post to your account.
Best regards,
Lenox Corporation
Initial Complaint
12/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Hello - I placed an order with this company on 12/2/2022 (today) for a wedding ornament for my cousin. I added gift wrap, but the option to add a gift message was not working on the website (tried several times) but ended up placing the order anyway. I then noticed they billed my checking account 3 times for the purchase so I have $150 pending on my account (taken out of my account balance) for this one $50 item. I called customer service and was told they could do nothing about the charges and could not add a gift message or cancel the order because it was a personalized item. I had ordered it like 5 mins earlier so no work had been done yet. I have tried customer service 2 more times and tried online chat. Twice I was hung up and was told basically there was nothing they can do to help me in any way. The absolute worst customer service I have ever received and I no longer wish to buy the product or do business with this company ever. All I was asking was to add a gift note to my cousin as this was a wedding gift!!Business response
12/15/2022
Hello,
We apologize for the issues you had experienced with our company.
As a token of apology we are going to issue you a full refund once your order is shipped.
Best regards,
Lenox Corporation
Initial Complaint
11/30/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On Tuesday, November 29, 2020, I was shopping on their website, www.oneida.com. a banner across the top said " Extra 40% Off Sitewide" There was no asterisk or disclaimer anywhere on the main page that any exclusions applied. I added a 65 piece Mooncrest flatware set to my cart with a sale price of $79.95. However when I tried to use the discount code, it said it wasn't valid with this item. I did an on-line chat with a customer service representative that stated on the individual item, it says the sale price couldn't be combined with other discounts. I asked to speak with a manager. The CSR then said they were a manager. I stated this was false advertising and again requested they honor the additional 40%. CSR refused. I then asked to have their supervisor call me. It has been over 24 hours and no contact has been made.Business response
12/14/2022
Hello,
We apologize for the confusion regarding the sale on the flatware. On our email it does state that select flatware sets for 8 were $79.95 (prices as marked).
Unfortunately, we were unable to reach you by phone.
Please call ************** and we will be happy to assist you.
Best regards,
Lenox Corporation/Oneida
Initial Complaint
11/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received a set of stemless wine glasses back in August for my birthday. The glasses have a sticker on them that says they're "break resistant". While I was gently hand washing one of the glasses, a large section broke off. I reached out to Lenox to obtain a replacement, but they said the warranty doesn't cover them anymore and I can buy a replacement. This is clearly false advertising and I want my broken glass replaced.Business response
12/13/2022
Hello,
We were unsuccessful in reaching you by phone.
You can order a replacement set of glasses under our 50% off Replacement Program by calling **************.
Thank you,
Lenox Corporation
Initial Complaint
11/18/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Phone operater refused to honor price of order placed 3 days prior that went on sale. Refused to cancel order prior to shipment and honor sales price. Reported to Arizona Attorney Generals Office of Consumer Affairs.Business response
11/23/2022
Hello,
We tried to reach out to the customer but were unsuccessful.
Once the order for the three ornaments is shipped we will issue a refund in the amount of $15.00.
Best regards,
Lenox Corporation
Initial Complaint
11/15/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have a flagged account with Lenox, despite having no prior history with the company. I have spoken to many representatives, and have awaited a call back from management about lifting the flag/hold on my account for over a month. I NEVER receive a call back, and the representatives tell me this is very common and that Lenox has no intention of lifting the flag on any account that they've discriminated against.I have recently moved into a home and would like to purchase Lenox products for the holidays, for hosting and decoration. I want to go through Lenox directly as to be in contract with them for their amazing Lenox promise agreement, so I will not be purchasing my products through ****** or other outlets as a Lenox representative suggested.I want the hold removed from my account. There is no reason for there to be a hold on my account. My orders are continually cancelled without valid explanation except a script the customer service representatives read that states Lenox reserves the right to cancel any order for any reason at any time. This is unfair and very frustrating. I expect to see this issue resolved immediately.Business response
11/15/2022
Hello,
We apologize for the issues you are having with your orders being placed and cancelled.
We contacted our Accounting Department and where told that there was an issue with authorizing your credit card for an order that was placed. Due to this issue the order was cancelled.
We assure you that you should have not have an issue placing additional orders.
Best regards,
Lenox Corporation
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Customer Complaints Summary
58 total complaints in the last 3 years.
19 complaints closed in the last 12 months.