Complaints

This profile includes complaints for Lillian Vernon's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lillian Vernon

  6765 Campus Dr Colorado Springs, CO 80920-3123

  
• 

  Lillian Vernon

  1005 E Woodmen Rd Colorado Springs, CO 80920-3181

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/26/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Personalized Christmas Stocking through Lillian Vernon. On December 13th I received an email that this item had shipped. Personalized Embroidered Unicorn Stocking by ******* ******® SKU: ******** Personalization SHIPS SEPARATELY: Allow 2 to 3 weeks for delivery. I never received this item even though it says Complete on the website. I emailed and called multiple times and they couldn't find a tracking number but said they would get back to me and never came up with information.

  Business Response

  Date: 01/28/2025

  Hello ******,
  We are sincerely sorry to hear about your recent experience with our company and appreciate you bringing this issue to our attention. We take customer feedback very seriously and are committed to providing excellent service.
  Regarding your concern about your delayed order, we understand the frustration this caused and have already taken steps to address the situation by enhancing our staff training and reviewing our customer communication process.
  We would like to offer you a discount on your next order as a gesture of goodwill. Please contact our customer service team at ************** to discuss this further.
  We value your business and strive to continuously improve our operations. Thank you for your understanding.
  Sincerely,
  **** ******
  Call Center Manager

  Customer Answer

  Date: 01/28/2025

  
  Complaint: ********
  
  I am rejecting this response because: I shouldn't be offered a discount on my next order. I will not order from this company again. It was the most frustrating experience I have had from any business. I called multiple times and emailed multiple times with no resolution. That item should be reshipped or refunded. Please let me know what you will do. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/07/2025

  My name is **** ******, and I am the Call Center Manager here at Lillian Vernon. I am writing to follow up regarding the recent BBB complaint you filed. We sincerely apologize for the experience you've had, and we are committed to making it right.
  
  To address the issue, we will be issuing a full refund of $49.92. Please note that refunds typically take up to 5 business days to process. 

  Again, we apologize for the experience that you had and have taken step to ensure a smoother communication process going forward. 

  Customer Answer

  Date: 02/11/2025

  
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered stockings for my kids in early November so that we would have them long before we leave on December 21st. However when I received the order it was not my order. I got someone elses entire order. I emailed Lillian Vernon to let them know and they rarely responded so I called. They made a replacement order for me and said they would expedite the shipping so that we would have the kids stockings before we leave. I was happy with that, but then I kept checking the status of my order and calling them to confirm the status of my order and it never moved. I called again today (December 17th) and they confirmed it will not get here before we leave. I requested a refund and I was told she cant do that on her side but that she could request a cancellation and that she would call me back with an update. Ive been told before that they would call me with an update and it never happened. So now I am not only out almost $200 but my kids wont have stockings for Christmas. This is the worst experience I have ever had with a company. It was so important to me to order from Lillian Vernon because I inherited my mothers stocking and wanted matching ones for my family. I cant even order from somewhere else because we are 8 days away from Christmas. I am so unbelievably disappointed. I just cant believe I ordered in early November and now we are 8 days away from Christmas and I dont have stockings for my kids. This company should figure out a way to reliably fix bad orders within 3 weeks of the wrong order being received.

  Business Response

  Date: 12/19/2024

  Dear Saydi,

  
  We are sincerely sorry to hear about your recent experience with our company and appreciate you bringing this issue to our attention. We take customer feedback very seriously and are committed to providing excellent service.
  Regarding your concern about your delayed order, we understand the frustration this caused and have already taken steps to address the situation by enhancing our staff training and reviewing our customer communication process.
  We would like to offer you a discount on your next order as a gesture of goodwill. Please contact our customer service team at ************** to discuss this further.
  We value your business and strive to continuously improve our operations. Thank you for your understanding.

  
  Sincerely,
  **** ******
  Call Center Manager

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22699761
  
  I am rejecting this response because: we ordered these items specifically for this Christmas season. We ordered these items on November 12th and we still have not received our order by December 20th. We received someone elses order on November 21st. We immediately contacted the company and communicated the issue. The email responses we received were untimely and unhelpful in resolving the issue. We decided to call every day until the issue was resolved. We were told on our last call on Dec 17th, that our order would not get here before our trip because the order still had not been moved to fulfillment. On the same phone call that we were told our order would not get here in time, we requested to cancel our order and get a refund. We are leaving on a trip to visit family for Christmas tomorrow morning (the 21st). The shipping confirmation we received says that our order will be shipped to our house on December 24th, after we have left on our trip out of state, and ignoring our cancellation request. We do not plan on ordering from this company ever again and therefore will not use the discount code. We will only accept a refund at this point because that is the only way to rectify the multiple issues we encountered.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/31/2024

  Saydi,

  Again, we sincerely apologize for any inconvenience.  We will be processing your refund immediately and we will reach out to you once it is completed.  

   

  Thank you, 

  **** ******

  Call Center Manager

  Customer Answer

  Date: 01/02/2025

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 28 I ordered three similar items to be sent to three different addresses. The catalog said to expect shipment in two weeks. Yesterday--December 15--48 days later--one recipient received my Thanksgiving gift. These orders total about $113 each.Last week, I called the company customer service number three times. On Monday, December 9, I talked to a supervisor named ***** who apologized and promised me a 25% refund on my order. She said it had been shipped and I could not cancel the order. She also said she would phone me to confirm. She did not phone.I called on Tuesday, December 10. The customer service *** could not connect me with ***** or any supervisor because all the supervisors were busy with other customers, he said. He said someone would phone me back. No one phoned.On Thursday, December 12, I spoke to a supervisor named ****** at about 11:20 a.m. EST. She told me the order had been shipped but she had no details. Later in the call she said the order had never been placed. It was lost or misdirected. She promised me a full refund. I said I wanted this decision in writing. She promised, but I have received nothing in writing. ****** phoned me later in the day during the hours when I told her I was not available. I have not spoken to her ******** **** statement says the order for all three items was billed to me on November 29. Two of the orders were billed at $113.14 each, and one at $112.60.Each phone call lasted one half hour to an hour--time when I should have been working. If your organization has any influence, could you please cancel the order--the total order--and ask Lillian Vernon to refund my money. The items either arrived a month late or not at all; the company ***s each told me a different explanation; no one has put what they promised in writing. I consider what happened to me to be fraud. I want my money refunded.Thank you for your help in resolving this $339 loss to me.

  Business Response

  Date: 12/19/2024

  Dear ********,
  We are sincerely sorry to hear about your recent experience with our company and appreciate you bringing this issue to our attention. We take customer feedback very seriously and are committed to providing excellent service.
  Regarding your concern about your delayed order, we understand the frustration this caused and have already taken steps to address the situation by enhancing our staff training and reviewing our customer communication process.
  We would like to offer you a discount on your next order as a gesture of goodwill. Please contact our customer service team at ************** to discuss this further.
  We value your business and strive to continuously improve our operations. Thank you for your understanding.

  
  Sincerely,
  **** ******
  Call Center Manager

• Initial Complaint

  Date:08/27/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Space Sidekick Personalized Backpack but it never arrived. three attempts to email customer service never got a response. I want the backpack or my money back.

  Business Response

  Date: 08/29/2024

  Dear ************,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you have experienced.
  
  After a thorough review of your case, we have identified the following issues that contributed to the problem:
  
  Email Routing: We discovered that your emails were mistakenly routed to our spam inbox. This is an anomaly we are actively investigating to prevent future occurrences. We regret that this prevented us from responding to your inquiries in a timely manner.
  
  Out of Stock Notification: On 07/17, we were informed by our internal departments that the items in your order were out of stock. We sent a refund to your card and issued a notification letter at that time. We apologize if you did not receive this letter.
  
  To address the issues raised and prevent them from recurring, we are implementing the following actions:
  
  Email Investigation: We are investigating why your emails were directed to spam and will take steps to ensure our system properly identifies and filters messages to prevent this issue from happening again.
  
  Improved Notifications: We are exploring additional methods to notify customers about out-of-stock items to ensure timely and effective communication in the future.
  
  Alternative Contact Methods: We have alternative contact methods such as real-time chat, phone calls, or letters if they do not receive a timely response via email. We are committed to providing multiple channels for customer support to enhance our service.
  
  We value your feedback and are taking these steps to improve our processes and communication systems. We appreciate your understanding and patience as we work to enhance our service. Thank you for giving us the opportunity to address this issue.
  
  Sincerely,
  ****************
  Supervisor
  Current Catalog/ Colorful Images/ Lillian Vernon

• Initial Complaint

  Date:02/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company sends me a daily email when I have never purchased from them before. I have unsubscribed from the email list many times without result. I have sent a message to customer service stating I would like to be removed. The response was that it may take a week or two to take effect. I continue to get daily emails, which I do not want and they seem to do anything about it.

  Business Response

  Date: 02/23/2024

  We apologize for the issue with unsubscribing. We have manually removed the customer email from our records, no more emails should be received. 

• Initial Complaint

  Date:12/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a personalized gift on November 11, 2023. My gift was never received. Lillian Vernon cannot find where the gift is, nor can *** or the ***** I have contacted Lillian Vernon 4 times requesting a refund and have been told that I would receive a call back which has never happened. I would like a full refund.

  Business Response

  Date: 12/04/2023

  Customer was refunded in full today for the order she did not receive. Order *******. $121.85 total refunded. Trans ID ************.

  Customer Answer

  Date: 12/04/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/16/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered stockings for Christmas. The order number is **********. I checked and double checked delivery times prior to placing my order. The latest the stockings were to ship was 12/14/22. Guaranteed delivery by 12/23/22. There was and continues to not have any update on the status of the order on the website about the order. So I called 12/13/22 and was told by a customer service agent he would investigate the status of my order and would call and email me by the end of the business day as to the status. That never happened. I called again on 12/15/22. Another customer service agent named ***** told me the order was completed however there was no courier available to pick up the order and deliver the order. Again I was told I would receive a phone call and an email by end of business day. Again that did not happen. I just want my stockings before Christmas as promised when I placed my order.

  Business Response

  Date: 12/20/2022

  Hi ********
  Thanks for reaching out to us. I apologize for our poor service in not following up on your inquiry when we said we would. We are coaching our reps on these incidences as we do not want further mishaps.  I have researched your order and found that you had 2 deliveries yesterday and all your items should have been received. If you need further assistance, please call our ************** and ask to speak to a supervisor. They will ensure you get all your concerns taken care of quickly.
  
  I hope you have wonderful holiday season.
  
  *******************
  Director of Operations
  Lillian Vernon