ComplaintsforLevenger Company

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a refund for ~$150 worth of items. They sent me a shipping label to return the product by Sunday Jun 3 via ***** I noticed that it was **** (closed on Sunday) on June 2nd but was called into a meeting and was not able to ship the item. They had sent me automated emails including one indicating I could return on 4 Jun.Must have been a glitch in their system. I dropped off the package at a third party shipping office that services **** packages on 4 Jun, but Levenger claims to have cancelled the shipping label. The package is now gone, the old shipping label is deleted from my view off my account, and despite my repeated requests for shipping data such as "To", "From", and "Tracking Number", they have not provided it. Instead, they are telling me to talk to the shipping office - who no longer has the package, claiming it shipped - and I can not file a missing package request with **** without a tracking number. It makes me wonder if the package did indeed reach Levenger and they are just keeping my money, too.I have exchanged several emails with their *************** *********** but it appears like they do not actually care. I am out $150 and a disproportionate amount of time.

  Business response

  07/17/2023

  Dear ************, 

  You requested a return on our returns portal on May 27, 2023. This return label is valid for 30 days from the date the return is initiated and sent to you. You are also provided instructions on how to return an item and when returning via **** you can attach the label to the package and return it at a **** location or drop it in a **** drop box. On May 27 you were sent another email advising you that the return would be cancelled by June 3rd. On Jun 3rd your return label was cancelled because it had not yet been used and an email was sent to you confirming this. You returned a package to us after the timeframe provided and used a now expired return label. We no longer have access to the tracking since the return label was cancelled on June 3rd. We are unable to issue a refund on a return that we have not yet received. 
  

  We have no intention of keeping your money. A package will not be delivered to us if there is no postage and since this label was cancelled there is no postage for it to be delivered to us. We would be happy to work with you and meet you half way with a $75 refund or a $100 gift card. 

  Customer response

  07/17/2023

   
  Complaint: 20300869
  
  I am rejecting this response because:
  

  1) You sent me a label to return the items on a Sunday, **** is closed on Sunday.

  2) You also sent me an email indicating I could return the item on June 4th.  If returning June 4th is not allowed, this means your automated email system has a glitch and is incorrect   
  

  3) I dropped off the package at PostalAnnex, a third party shipped that services ****.  **** picked up the package - if the label was invalid, why didnt **** refuse the package?  They scan all items before taking them from the store, so I do not believe you cancelled the order.  
  

  4) I have made no less than 3 requests for the tracking number for the package.  You removed the shipping label from my account, and will not tell me what I need to find the package.  This is very suspicious to me.

  I have now spent over 2 hours trying to find this package, $150 of lost goods, and the lack of concern for my time and money is very unfortunate.  

  Sincerely,
  
  ***********************

  Business response

  07/17/2023

  ************, 

  I'm sorry to hear that you've rejected our offer to settle. You were provided a return label on May 7 which gave you a month to return. If you received an email with the date of June 4th please attach it to your complaint and i will be happy to honor the return and issue a refund in full. 

  Customer response

  07/24/2023

   
  Complaint: 20300869
  
  I am rejecting this response because:
  

  Your emails telling me to return the items on June 3rd and June 4th were all sent to my junk mail folder.  I checked it after emailing your service department two weeks ago.  My junk email folder has been automatically cleared since.  I 100% guarantee that you have a glitch on your email server, and recommend you check with your email server outbox to verify.  You are welcome to call me and I will direct you where to look.

  What is the tracking number you issued with my refund?  This is now my fifth (5th) time asking between here and your customer service line and I need this information to find out where my $150 items are with the ****.  Why do you keep avoiding this question?  Why did the **** take my package if the label was cancelled as you claim?

  
  Sincerely.

  ***********************

  Business response

  07/25/2023

  Yesterday morning our neighboring distribution center brought us over this return. It was delivered to them in error pending payment for the label since it was cancelled. We confirmed that this package was **************** and issued a refund immediately. Unfortunately we were never able to provide a tracking number because once a label is cancelled the tracking is deleted and no longer displayed. We apologize for any inconvenience and glad that we were finally able to to locate the package and issue a refund in full.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered items and was NEVER told that the item was not in stock. Item was a gift. Had to settle for another color and was told they couldn't expedite shipping as I needed it ASAP. Horrible customer service.

  Business response

  11/09/2022

  On Nov 4, 2022, ******************************* placed an order for a few products including a black **** LED light sku # LD0465 BK (item of discussion), in addition his shipping method on this order placed was economy shipping which takes 5 - 8 business days. This product clearly states on our website that it requires three business days for processing in addition to shipping and this product could only ship via ground which is also mentioned "Ground orders are typically delivered within 5 -8 business days". (Image attached)

  Yesterday 11/8/22 ****************** called my call center and spoke to my agent and was looking for an update on his order for the **** LED light as he had not received it. This is now the third business day since his order was received. At the time of his call my agent reviewed his order and noticed that it was still pending fulfillment, upon further investigation she realized that the color he requested (black) was not available at that moment (the product was in stock but was still in assembly). Out of concern about not meeting our 3 day processing time, the agent advised the customer that the product was not available and offered him another color that we would be able to offer him. ***************** was then immediately upset over this and went on to loudly complain about the service provided and how he was not notified sooner, then he went on to mention how he'd be leaving a negative review as well as a BBB complaint over this and requested for a supervisor call back. 
  

  Fifteen minutes later ****************** called our call center and spoke with the call center Manager **** who not only went over the shipping and processing details online that he missed but in addition she not only expedited the processing time for him but offered him free shipping on us and had it expedited even though this is not a product we offer expediting shipping on. At the end of the call with her he was satisfied with the outcome.
  

  Our calls are recorded for training purposes, I have reviewed the calls and they were both managed exceptionally well. We are sorry to hear about the misunderstanding caused to ******************. We do our best to make sure all product information is listed on our product pages, however customers need to be able to read the details in order to fully understand any processing time and shipping times. Below is a link to his tracking details which shows his light being delivered tomorrow 11/10. Not only have we complied with the processing time on our end but we've expediting his shipping and he's receiving it a lot sooner that originally expected. 

  https://www.fedex.com/fedextrack/?trknbr=390378684229&trkqual=2459892000~390378684229~FX 

  Customer response

  11/09/2022

   
  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

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A few years ago, I received a gift card from a relative, as a present. Two weeks ago, I attempted to order a product online, and was told the card number was invalid. I called the company, and the agent said that she would research the matter, and that it would take 2-3 days. I had not heard back after 5 days, so called again. I was told by the agent that they researched the matter, and, after speaking with others in her office, stated that the gift card had expired. I only bring this matter to the BBB, because I do not believe that gift cards can expire, if there is no expiration date on the card, and therefore would be a fraudulent trade practice. The company should have honored the gift card.

  Business response

  11/16/2022

  We have reached out in an effort to find a resolution however the customer has not returned our calls. ************ received a promotional gift card which does have an expiration date. All promotional cards expire within ****************************************************************************************************** this case the gift card number that was provided to us was promotional and as mentioned has now expired. We'd be more than happy to resolve this directly with the customer and offer an accommodation however in the future, promotional gift cards do have a 90 day expiration. 

  Customer response

  11/17/2022

   
  Complaint: 18360639
  
  I am rejecting this response because:

  It is true that ***** or **** (I couldn't quite understand her name on her voice-mail), who said she was a supervisor, left a voicemail message on 11/9/22, indicating that she wanted to verify the gift card number, and left the general customer support number for me to use, to contact her.  Note that I provided the gift card number twice, to Levenger, already, and provided the BBB with photos of the gift card, including the number.  Regardless, I called the number three times, and when the wait time was longer than 5 minutes each time, hung up.  On Monday, 11/14,22, I called again, and reached a support agent.  I asked to speak to the person above, who attempted to locate the supervisor, and I was told that she could not be reached at that time.  The agent, took my name and phone number, and I have, as of 11/17/22, not been contacted.  I would be happy to speak with the supervisor.  Perhaps, the supervisor can leave a direct phone number or email address, so that we can make contact.  

  Sincerely,
  
  *****************

  Business response

  11/21/2022

  HI, 

  Please email me directly so that i can review and assist you with this. I am the Senior Director of Customer Experience and will be more than happy to find a resolution that works for you. My email is ********************************************************.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 19, 2022 I did order (ORDER NUMBER I9905424) Three items...One pen, a notebook and paper to refill this notebook. The notebook is on backorder and the paper is useless without it. On March 30, 2022 I did order (ORDER NUMBER I9910878) two items totaling $128.52. One commemorative box personalized and one paper tabs. The box came damaged and in poor condition. I immediately contacted the company and they stated they would reorder the same item as soon as I returned the damaged item. On April 11, 2022 the replacement order for the commemorative box (ORDER NUMBER P6149705) arrived not only damaged but with incorrect personalization on it. I immediately called them. Their customer service agent, Fania stated that they would only replace it one more time, telling me that the error on personalization was fault. When I explained to her that a previous agent put in the replacement order and that the email for confirmation was right, she became nasty. I asked for a supervisor but she refused stating there were none available. She stated she would type in the replacement order and send me the email to confirm while I waited on hold a few minutes. After 40 minutes, she still had no returned to the line so I hung up and called back. I was on hold for 11 minutes before someone picked up and then hung up. She called me back. I told her that she was disrespectful and that I wanted a refund on all my orders. She then canceled the February 19 order but refused to credit me the paper that is useless without the notebook. She refused to reinstate the order. She told me that for my inconvenience I would not have to return the damaged item but I would not get my shipping and tax back. I asked for a supervisor and she muted herself for three minutes and then came back on and connected me to a voice mail for **** ********, who, to date has not returned my call. The refund for 1st order should be $119.82 & 2nd $105.25 for a total of $225.07

  Business response

  04/27/2022

  On April 11, 2022, we received a call lasting a total of 40 minutes from Marcy Naples and then an additional 2 calls following that for 11 minutes and 6 minutes. In the last call Marcy Naples was transferred to the call center manager and she left a voicemail expressing her interaction with our agent. On April 12, 2022, all phone calls were pulled and listened to and all communication from the customer was reviewed prior to the return call. On April 13,2022, the call center manager **** ********** reached out to discuss the situation and try to find a resolution as we too found the initial call to not be up to our legendary standards. During this call, the customer expressed her frustrations with our call center agent and also discussed a replacement. The call center agent advised Marcy Naples that we would be more than happy to provide her with a replacement, she was also advised that we would have artwork drawn up and sent to her for approval prior to sending a replacement. She was also advised that we would have our warehouse team thoroughly inspect the commemorative box to ensure that it was free of any scuffs or scratches prior to customization.
  On 4/14 we emailed the customer the artwork and we received approval to proceed with a replacement. On 4/20 we emailed the customer once again with images of the final piece and the customer approved the final replacement and it was shipped. The replacement order was delivered on 4/21. As of today, we have reached back out to Marcy Naples to verify if the replacement was satisfactory and are awaiting a reply.
  We at Levenger strive to provide Legendary Customer Service and we sincerely apologize for not initially doing so. We will do our best to make things right as we have in this case, and we hope that Marcy Naples is now satisfied with her replacement product. All customer replies are done within 24 – 48 hours and we replied to the customers voicemail within that time frame. We apologize for the inconvenience caused and hope that we have been able to work through this and have rectified the situation. 

*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. ↩