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Lillian Vernon
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Reviews

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

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Lillian Vernon has 2 locations, listed below.

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    Customer Review Ratings

    1

    Average of 16 Customer Reviews

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    Review Details

    • Melanie F

      Date: 12/23/2024

      Melanie F

      Date: 12/23/2024

      Terrible customer service. I approved personalization online for a stocking I ordered and received something completely different. The stocking was ordered to match 5 that I have had for 20+ years. They won't guarantee that the replacement will match what is previewed on the website and they haven't replaced the stocking either. I have called 3 times and sent 2 emails with photos documenting the ************** NOT ORDER from here if you have another option!

      Lillian Vernon

      Date: 12/24/2024

      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

      Lillian Vernon

      Date: 12/24/2024

      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

    • Melissa B

      Date: 12/19/2024

      This business does not communicate! I emailed three times wondering when my order would ship and received zero response. In the meantime, they will send junk emails all day, every day. So, as of right now, I have no idea where my order is, or when it will be delivered. I did get someone by phone the other day, but they could not give me any information, either. It was an odd phone call with no advice as to how to follow up or next steps. Beware of poor customer service.

    • Tom A

      Date: 12/19/2024

      All I can do is agree with everyone else here. We ordered a present for our niece for Christmas. Lillian Vernon charged our credit card but never sent the item. Multiple calls to customer service (who were not very helpful, to be honest) to find out that the item is not available. Lillian Vernon charged our credit card and had no intention to every deliver the item. They lost another customer.

    • Johanna B

      Date: 12/19/2024

      Wish I had read reviews. Similar issues all around. Ordered personalized duffel bag for my son 12/3 and then never heard anything. Was supposed to take 1-2 days to fulfill plus shipping. I checked in 12/18 (proactively) and they told me it was back ordered until February. If I had known shortly after ordering, I would have had time to find an alternative. They have no proactive customer service or appropriate inventory management and they will just keep your money if you dont check in. Not good.

    • Mary D

      Date: 12/18/2024

      Mary D

      Date: 12/18/2024

      DO NOT ORDER from this company. I have been a customer for over 30 years - purchased ***** of dollars - but NOT NOW - they have gone down hill - Do not waste your money - promised an order called - they promised again - called - not going to arrive! On hold for over 36 hours of my time - terrible terrible company - do NOT order

      Lillian Vernon

      Date: 12/24/2024

      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

      Mary D

      Date: 12/30/2024

      Hello I ordered it early in December, and you assured me it would be here by Christmas. I called SIX times, and you assured me it would be. The last time, you said you could not guarantee it by Christmas, SO I said CANCEL my order, and I spent 80 on another stocking. Please refund my entire order. You did not deliver on your promise Thank you ****

    • Barbara D

      Date: 12/18/2024

      If I could give zero stars I would. What a horrible company to deal with. It has now been 10 days since I placed my order, no update, contacted customer service, was on hold for over an hour with no results. Sent 4 emails to customer service, no reply, was ale to chat in with customer service only to be told it takes 3-5 days after order placement to ship....when I stated it's been 9 days the customer service person disconnected from the chat. What a terrible business, please take all the advice below, really wish I would have, and NEVER ORDER FROM THIS COMPANY! They are simply horrible. I'm now going to have two very disappointed Granddaughters on Christmas thanks to ***************************** learned.

    • Katie C

      Date: 11/29/2024

      A simple Christmas stocking was 2 inches smaller than stated online, the company sent a replacement. Unfortunately the new stocking is still 2 inches smaller. The company won't refund the stocking without the two stockings returned, which would normally be fine, except it will cost about $30 to ship the stockings back. That's over half the cost of one stocking ($54.99). It's truly not the customers fault. Yet the customer is the one who is going to pay because of a production mistake. The product quality assessment team didn't catch the mistakes regarding product.

    • Antoinette T

      Date: 10/29/2024

      **************** has been farmed out overseas. The representative told me he doesn't understand American addresses. It was painful sitting through the call. I had my invoice in hand from them and the man insisted I made the mistake. He did say he was sending the gift to the correct address but we shall see. They were a great company in the 1990's. If the company wants to save itself, they should bring customer service back locally.

    • Conswella P

      Date: 05/17/2024

      Their website sells items that aren't really for sale and they don't take them off of their website.

    • Melissa R

      Date: 04/16/2024

      I've "unsubscribed" from their emails multiple times and I receive a confirmation that my request was accepted but I STILL continue to receive emails from them. So annoying! Do not subscribe to them!

    Lillian Vernon is BBB Accredited.

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