"I placed an order on 11/4 for Christmas. 5 items. 1 came immediately. Heard nothing about the other 4 personalized items. Got in contact with customer service today, 12/18,first to be told my order # was from 2017, then told she couldn't find my order, then told I ordered one item 3 days past the Christmas cut off, and finally to be told the personalization of the other products had a glitch and she had to put a ticket in about it and someone would email me. Of course this was after see told me to check by order number because I was not giving her a current number and then complaining because I sent the number 3 times. "Haley B" needs a job in shipping or something other than customer service. Needless to say, this will be my last LillianVernon order. Too many other choices in the marketplace than to deal with incompetence like this. "
"This is a scam!!! I ordered a product 3 months ago, still have not received my item. Don't buy from this company !!!!!"
"Item was backordered, but never delivered. Customer Service was contacted several times. The only response from Customer Service was that they received my email. They never took any action to rectify the problem."
"WIsh I read your reviews before placing order for 2 personalized items on 11/21. Had to initiate 2 phone calls (waiting 45 minutes on hold), 3 emails to customer service without any responses, and a chat conversation with some "supervisor" named MYRNA who promised me she would get it all sorted out. One item arrived 12/17 and the second item never shipped with not a peep from MYRNA or anyone else that the item was backordered (I only learned that today) so there was no way it would make it for the holidays. I was charged the entire shipping amount on the first invoice and Lillian won't refund it to me. Seems to me they would be bending over to make this right. Definitely not a company I would do business with again ever."
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I ordered an item that was in stock to be personalized plenty of time before Christmas. I called a week before Christmas to see the status of my order since I didn't receive an email and they said it was being personalized as we spoke on the phone, and that I would receive it before Christmas. The day before Christmas Eve I called again because I didn't receive it or an email with tracking. I was then told that I wouldn't receive the order until February because they were out of stock. There was no e mail, no notification or anything notifying me of a problem with my order. There was no communication about this incident. To make it worse they lied to me about it being made as we spoke on the phone. Terrible service."
"I ordered two stockings on December 2nd as a part of the Cyber Monday promotions. Shipping was advertised as 'delivery in 5-9 business days'. What they fail to tell you is that these terms apply once your item ships. When your item ships could vary widely, it could even be months after your order is placed. I spoke with customer service on December 16th and they could not guarantee delivery before Christmas, so I guess I'll cross my fingers and any future additions to the family will NOT get Lillian Vernon stockings."
"I will never order anything from Lillian Vernon again. This is the second time I have ordered and my items did not arrived for Christmas. This year I ordered in November due to both items being personalized as I knew it would take a little longer. I was told that one of the Items was in stock and the other item would be on backorder but 20would be shipped on December 20th. Now I am being told that it will not arrive until February 2020. I would never have known this had I not called customer service and checked on it myself. I was depending on these gifts for Christmas for my granddaughters. I have learned my lesson! Very disappointed!!!!!
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"On 11-25-2019 I purchased personalized holder and stocking, the book showed stocking with gold threading, as my other 8 stockings have that I’ve purchased from Lillian Vernon in the past. Not knowing that their was a choice of threading I assumed it would come as shown in book. Received it in off white, which clearly won’t match what I already have. I’ve purchased 8 personalized hangers as well plus multiple ornaments etc. which is an investment. So when calling customer service line with my concern and on hold for over 20 minutes on day one, was told to send pictures, which I did. Received a email saying they would only cover shipping and handling. After calling on day two and on hold for 47 minutes and with the concern that after all I’ve spent could they please reconsider, to no avail I then asked to speak to supervisor, I was then hung up on, an hour of phone time down the drain. I then called back on the order line, which they answered almost immediately..imagine that, still no customer satisfaction even after all the problems I’ve just went through. So with no other choice I had to pay again for my granddaughters stocking. How hard would it of been for them to put customer satisfaction first and redo her stocking letting me pay for shipping as I offered. This awful experience will not be forgotten in the future.
So to continue...they rectified my stocking issue, but I ordered 6 memorial ornaments on November 10 for Xmas gifts, my mom passed a few months ago, and contacting Lillian Vernon a couple days ago on the concern that I haven’t received them, IM TOLD I WILL GET THEM SOME TIME IN JANUARY....are you kidding me. After communicating with them multiple times on my other issue no one tells me this. I could of made other arrangements. I’ve tried to see if I can get this rectified but no one is replying. So very very disappointed."
"I made this order on November 11th for a 1 year old birthday on December 7th. Despite asking many times, and being told many times, my package was on it's way or about to be on it's way...I have not received it. They even charged me already...even though they admit they have not sent the package and charged me $38.00 in shipping. When I asked to see the invoice, since they do not send one when you order, they said they would and never did. In this day and age, I do not believe that I paid $38.00 for shipping. I have now made a complaint with the better business bureau and suggest you all do. What this company is doing is horrible. I will now be the only aunty to arrive at my nieces party without a gift. Thanks LV!"
"I was charged $20 for shipping when it should have been free shipping for a large ticket item well over $50. I've made multiple calls requesting that I receive a refund and am told every time that it is being processed but it never is. At each subsequent call I'm told that there's no record of me calling asking for a refund. One time I called I was disconnected or perhaps could I have been hung up on. Now I'm told yet again that it's being processed and I should get my $20 refund. This is call #4. I'll see if it actually happens this time. Don't ever order anything from this company. As others have said, I wish I read the reviews because I'd never have ordered from them in the first place. Amazon is so much better-efficient, honest and if there's a problem with the merchandise they refund immediately and are pleasant to deal with. I feel like the customer service people at Lilian Vernon just lie on the phone to get you off. Terrible company. How do they stay in business. Awful!!!"
"I ordered two personalized Christmas stockings and the red velvet band that the personalization goes on are two different lengths. When you hang up stockings on fireplace, you want every stocking to be even and look good. Called them and they said if I look closely I could tell bands are not the same, and they will not take back. She said she did see what I was talking about, but I should have questioned it, and I replied why can not you have a company that makes every stocking the same size.
Do not order from this company."
"I ordered a personalized beverage cooler. That they refuse to personalize and refused to pay for returning shipping for a refund. I ordered before in past, alot changed. DON'T ORDER FROM THEM!!! RUN!!!"
"I wish I had read reviews before I ordered. Wasn't here on time, sent half the order missing items, had to wait again for those items, and when finally received, they sent me two of one personalized name. I am still missing a name. Don't bother with rush shipping because it won't be here on time. Won't be ordering again. "
"Product came 3 months after order was placed with them telling me every week it was on its way. Product came and was subpar. Ordered the custom cutting board and for a piece of wood that a computerized heated press stamps what you want- it will have one use and be done. They wouldn't even refund me the shipping costs or do anything to offset THEIR delay. DO NOT BUY/ORDER from them as they are just horrible"
"Each time I called the story changed on an item that I was expecting to receive in 10 days. Ultimately it took 6-8 weeks to receive and was told I wouldn't be charged for it since I wanted to cancel the order. Low and behold I received a charge for it and when I called back to complain the woman on the phone huffed and puffed her response to me. Rude customer service, incompetent, uneducated people running the phones. My mother ordered from here when I was growing up and we would always receive catalogs. Now that I have a family of my own I decided to do the same, last time I order from them."