Complaints

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:07/25/2024

  Type:Service or Repair 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.

  See attached

  Business Response

  Date: 07/26/2024

  Hello,

  Attached is a photo of the original order as well as debit card authorization history, clearly showing that the order was cancelled and no funds were received by Lehman's.

  After review in our Order Management System, the system is functioning properly. The two orders were flagged as potential fraud as the original order had a declined "suspected fraud" authorization from the bank (shown in photo), subsequently there was another order placed shipping to the same address, yet with a different name, thus prompting a fraud review in our system.

  A team member did call the customer and request funds, this was human error and not a software error. The person she said could come and get the item, was FedEx, which the customer failed to mention. After the team member realized her error in contacting the customer (funds were not needed), she proactively called the customer and apologized.

  Business Response

  Date: 07/26/2024

  Thank you for reaching out regarding this situation. I have reviewed the complaint, as well as orders, notes and credit authorizations pertaining to the applicable orders.

  The order management system and payment processing systems are indeed working correctly. The initial order (***********) was held on suspicion of fraud, as Lehman's received a declined authorization response from the bank (as shown in attachment). The additional order (***********) that was placed, was also initially held on suspicion of fraud, as it was shipping to a same address yet under a different name, and email address of the other order (which was deemed as suspected fraud at the bank level). That order was released from fraud hold and fulfilled.

  I apologize for the error of our team member who contacted you regarding payment, it was truly human error. She had confused order numbers and based upon call history, notes and your complaint, proactively admitted her fault and called to apologize for the error. 

  During the initial call, the person that was mentioned to come and get the product was FedEx, as the mention of a FedEx Call Tag was made. Having FedEx come and get a package is standard practice so that a customer would not have to pay to return such a large item. The mention of such was not intended to be distressing.

  The current status of both orders is as follows:

  *********** - cancelled in our system, no funds were received and the authorization was voided (all shown in attachment). No item was shipped, thus there is no need to provide payment or have any item picked up by FedEx. The mention of such was human error and we apologize for the frustration and inconvenience. 

  *********** - shipped in our system, charged in full and customer has received. 

  Customer Answer

  Date: 07/26/2024

   I am rejecting this response because Lehman’s is providing rationalizations for unprofessional conduct, discourteous interactions (especially on the part of **** in customer service) and a lack of accountability regarding the issues highlighted in my previous correspondence.
  
  
  
  

• Initial Complaint

  Date:07/22/2024

  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.

  Hello,My item, a wooden garden potting bench table, was received broken. When I reached out to the seller I provided proof of defect then was sent the item again, once again broken. I contacted again and provided proof of defect and they sent pieces to repair it. No only were the items they sent not sufficient to fix the table, but this required assembly beyond the scope of the original purchase. I asked for a refund and they told me that I could only get one if I shipped the table back at my own expense, which is not okay because I received broken items. They had an obligation to provide me with the item in good condition.

  Business Response

  Date: 07/25/2024

  Hello ****,

  After reviewing the notes on the order, in regard to the original two tables shipped. It appears as though one arrived in excellent condition and the other had some defects. As mentioned previously in communication, we will need the damaged table back for warranty purposes with the manufacturer. We would pay to get this item returned via a ***** call tag, in which the item will be picked up at your location.

  We sent you a replacement table, which according to notes; had 4 boards that need replaced. We requested the manufacturer send you the replacement boards and received notification they were shipped and received. 

  Notes indicate that these boards were deemed unsatisfactory by you.

  A team member will be in communication with you, as we will be setting up a ***** Call Tag to have both tables returned (original damaged table and replacement table) along with the replacement boards from the manufacturer. Lehman's will be handling the price of the call tag and upon receiving the items back, you will be refunded $592.89.

  Thank you!

• Initial Complaint

  Date:06/30/2023

  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.

  Having bought a small item from *********** I was added to their emailing list. I have tried to use the Unsubscribe link on their email but it does not function. I wrote an email to their customer service and received no response. They continue to send spam marketing email everyday.

  Business Response

  Date: 07/03/2023

  [BBB transcription via email]

  
  
   Hello,
  
   
  
  Your notification has been forwarded to the Customer Service Manager for resolution.
  
   
  
  

  Customer Answer

  Date: 07/06/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this seems to have resolved the problem.  I have not received spam e-mail from them for the last two days.  Thank you very much BBB.

• Initial Complaint

  Date:04/30/2023

  Type:Service or Repair 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 purchase many items from Lehman’s and they never delivered. After almost a month, I told Lehman’s that if they could not deliver by Friday, the order was canceled. They again failed to ship. But instead of refunding my money, they shipped a few items late. Now they want me to pay to have these items returned. I also asked to have this order recalled. ***** says Lehman’s can do this. However, Lehman’s refuses. I need my money back now and help figuring out an equitable resolution.

  Business Response

  Date: 05/01/2023

  Hello, thank you for reaching out to share your experience. I have looked into the events surrounding your order and have refunded the shipped costs ($23.99) associated with the order. I do apologize for the delays that occurred with shipping your order. 

  I do see that the packages that shipped on 4/26 have yet to arrive, as they are still in transit per *****. I would anticipate them arriving this week. Once received, if you no longer wish to keep the items, you can print a prepaid label from our website to send them back to us. Upon receipt and inspection, we can refund you for them. At the time of the cancellation request, all items had shipped except the child's wheelbarrow. It was cancelled from the order as requested. 

  If you have any additional questions, please let me know. 

  Customer Answer

  Date: 05/01/2023

   I am rejecting this response because:
  
  
  This order failed to ship for weeks. It was already canceled when Lehman’s shipped it. I need Lehman’s to recall this shipment by logging into their ***** account and doing so. ***** allows Lehman’s to do this. But instead Lehman’s wants to give me extra work. I have a father with stage 4 cancer. I have a mother in law with bone cancer undergoing chemo. I have a 4 year old who needed his birthday present on time. I have a new born, 3 other children, and 2 children I mentor. I need Lehman’s to recall the 2 packages. I have been asking this for days. Lehman’s is trying to force me to accept this order by giving me work I did not sign up for. This is wrong and bad customer service.