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:07/21/2025

  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 June 20, 2025, I ordered a personalized kids beach towel from Caden Lane as a gift to celebrate a newborn. I entered the recipients full name with proper capitalization, and this name was correctly shown on both my order confirmation and the shipping label.However, the towel I received had the name printed entirely in lowercasestripping it of dignity and formality. This was never disclosed during the ordering process. Caden Lane now claims that a lowercase font is shown on the product page, but no warning was provided during checkout, and they accepted my correctly formatted name without requiring me to confirm the stylistic change.Worse, the gift note I includedmeant to accompany the giftwas omitted entirely, leaving the recipients unaware of who sent it or why.When I reached out, customer service refused to take responsibility. Instead of a replacement or refund, they offered a 20% discount to reorder an item they mishandled.This was a $43.20 gift meant to celebrate new life, and it arrived impersonal, incorrect, and emotionally disconnected. Im asking for a full refund or a corrected replacement, and for Caden Lane to revise its misleading ordering process so that others dont face the same experience.

  

  Business Response

  Date: 07/21/2025

  Hi ********,

  Thank you for your detailed message and for taking the time to share your concerns.

  
  After carefully reviewing the order details, photos you've provided, and previous correspondence, Id like to clarify that this item was produced accurately and in accordance with how it is advertised on our website. The product page clearly shows the name in all lowercase letters across all display photos, and includes a font chart that illustrates exactly how each letter appears. Additionally, the product description explicitly notes that the font used is an all-lowercase design.
  
  
  We understand that the order confirmation and packaging label display the name as enteredJames ****** IIIwhich follows standard formatting for internal and shipping records. However, these systems are separate from the personalization process, which is driven by the specific design elements outlined on the product page.
  
  
  We do our best to communicate these details up front so that customers are fully informed before placing an order; however, if the information is overlooked by customers, that is unfortunately outside of our control.
  
  
  Regarding the gift note, Please remove the packing slip from the item and check the reverse side of the page, as the gift note is typically printed there. If the gift note is not present, kindly provide a photo of the full packing slip (front and back) so we can further review.
  
  
  As this item was created correctly based on the advertised design and font styling, we are unable to offer a complimentary replacement. We recognize this may not be the outcome you were hoping for, but we appreciate your feedback.

   

  Thank you,

  **** *. 

  Customer Answer

  Date: 07/21/2025

  Complaint: 23630914
  
  REJECT BUSINESS RESPONSE BBB Rebuttal
  
  Thank you for forwarding the businesss reply. Unfortunately, it is a near word-for-word copy of the dismissive response I received from Caden Lane prior to filing this complaintoffering no new insight, resolution, or even acknowledgment of the underlying problem.
  
  To clarify:
  
  The core issue is not the fontthey keep deflecting with font.
  I submitted the recipients name with proper capitalization. Caden Lanes system confirmed it. Their shipping label preserved it. But they silently converted it to all lowercase without alerting me in any meaningful way. The font chart they reference was buried in the product description, and no warning or confirmation appeared at checkout. This is not customizationits a hidden override of customer input.
  They did not include the gift message I submitted.
  Their response sidesteps this entirely. The gift notewhich their system confirmedwas missing. This left the recipient unaware of who sent the gift. No explanation or apology was offered for this failure, even after I submitted photos of the packaging.
  They refuse to take responsibility.
  Rather than offer a resolution, theyve chosen to blame the customer for overlooking their fine printwhile ignoring that their ordering system accepts and displays names with standard capitalization. This is misleading by design. Its a bait-and-switch workflow masquerading as customization.
  
  
  This company failed to deliver the product as expected, ignored the emotional context of the gift, and reused a canned statement when asked to engage in meaningful resolution. I respectfully ask that the BBB keep this complaint on record for future customers and reflect this pattern in their rating.

  Sincerely,

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

  

  Business Response

  Date: 07/22/2025

  Hi ********,

  Thank you for your message. We understand how important it is for your gift to be received exactly as intended, and we truly regret that your experience has felt frustrating and disappointing.
  To clarify, the item you ordered features a specific design that uses all lowercase lettering, regardless of how the name is entered during checkout. This is not an error or override, but rather an intentional stylistic choice that is shown clearly in the product images and outlined in the product description. While we understand this may not have been expected, this information is available on the product page for all customers prior to purchase. If this detail was missed, we sincerely regret the confusion, though we are unable to alter the design style that is consistently advertised.

  Regarding the gift note, we do show in our system that one was submitted. We previously advised checking the reverse side of the packing slip, as the note is typically printed there. So far, weve only received a photo of the front side of the slipwhere the note would not be printed. If you could kindly send a photo of the full packing slip (front and back), we will be happy to investigate further and determine whether an error occurred in printing.

  While we strive to make all product and personalization details as clear as possible, we acknowledge that gift orders carry an emotional element, and we regret that this experience has not met your expectations. Our intention is never to mislead or deflect but to offer transparency and support within the scope of our policies and processes.

  Customer Answer

  Date: 07/23/2025

  Complaint: 23630914
  
  Thank you for forwarding the latest message from the business. Since filing this complaint, *** confirmed with the recipient that the gift note was includedthough it was not immediately visible on the packing slip when first reviewed. Im glad that at least this portion of the order was fulfilled properly.
  
  However, the more significant issue remains unaddressed: Caden Lane accepted a properly capitalized name, confirmed it across their own system and shipping label, and then printed it in all lowercasewithout any meaningful notice or consent from me as the customer.
  
  They continue to frame this as a clearly advertised design choice, yet:
  
  I was never prompted to confirm this formatting change during checkout.
  The submitted name retained its correct formatting everywhere except on the final product.
  The lowercase style was buried in a product description, not surfaced during the order flow.
  
  This is a personalization company that unilaterally overrides user input and then hides behind styling policy when questioned. Their checkout process is designed to create confusionwhile retaining plausible deniability.
  
  This experience was disappointing not because of lowercase letters in isolation, but because it violated the trust one places in a gift meant to mark a meaningful moment. I respectfully ask that the BBB keep this complaint active and on record, and consider this pattern in evaluating future claims.

   

• Initial Complaint

  Date:06/06/2025

  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.

  I ordered several items for my 14 month old on May 21, 2025 and most fit fine but one item was very small (much shorter than other items the same size from the same brand). I attempted to exchange the item for a larger size, but was told exchanges are not possible and instead I would have to return the item, which then included a surprise $5.49 fee to receive the refund on my original method of payment. This fee is listed nowhere on the refund FAQs. Since my purchase was placed during a site-wide holiday sale, I contacted customer service and requested that the original sale price at least be honored. I was told this was not possible and they were ceasing communication about the issue. In addition, I have yet to receive all of the items in the order. For clothing that is as expensive as it is, I would expect better size predictability and at least a reasonable return/exchange policy that is clearly delineated before purchase.

  

  Business Response

  Date: 06/06/2025

  Hi ******,

  Thank you for reaching out. While we do not offer exchanges, you can return the item for store credit without incurring any return fees. The store credit will reflect the amount you originally paid for the item, including the sale price.

  To repurchase the item, simply place a new order and apply your store credit as the payment method. Additionally, were happy to provide you with the code CL20! for 20% off, which matches the sale price you previously received.

  We sincerely apologize for any inconvenience this may have caused and appreciate your understanding. If you have any further questions or need assistance with the process, were here to help.

   

  Thank you,

  Edie 

• Initial Complaint

  Date:06/03/2025

  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.

  I placed an order and the shipping timeline changed and they never communicated that until I emailed asking for an update. Lack of transparency on their shipping timelines and false advertising on their website. I am very disappointed with the lack of resolution from customer service as well.

  

  Business Response

  Date: 06/04/2025

  Hi *****,

  I truly regret that this experience has left you feeling disappointed and dissatisfied. I want to assure you that we take your concerns very seriously and deeply value your feedback about our communication and transparency.

  The backorder information for your order was included on the product page at the time of purchase and reiterated in the confirmation email. However, I completely understand how frustrating it can be to feel caught off guard by changes in shipping timelines.

  Unfortunately, we are unable to fulfill this order by the end of this week due to the backorder. As a result, your order has been canceled and fully refunded to your original method of payment. The refund should process within 13 business days.

  Additionally, as the backorder details were provided at the time of purchase, we will not be issuing additional store credit in this case. I sincerely apologize for any inconvenience this situation has caused and for the impact on your trust in us.

  Your experience and feedback are incredibly valuable to us, and I will ensure it is shared with our team as we continue to improve.

   

  Thank you,

  **** *. 

  Customer Answer

  Date: 06/04/2025

  Complaint: 23414701
  
  I am rejecting this response because: The backorder date was not stated on the website or email when I ordered. That is a lie. It said shipment early June, and Caden Lane never informed me my order was delayed until I reached out and they could not ship it on time as advertised on the website and in the email confirmation. I have been going back and forth with customer service all day with no resolution.
  

  

  Business Response

  Date: 06/04/2025

  Hi *****,

  I understand how disappointing it must be to feel that expectations were not met.

  Attached is a screenshot of your order confirmation email, which indicates that the item was on backorder until early June. This backorder information is included in the confirmation email only when it is also stated on the product page at the time of purchase.

  As we are unable to fulfill your order by the end of this week as you had hoped, your order has been canceled and refunded in full. At this time, no further action will be taken regarding this matter.

  We truly regret any inconvenience this has caused and appreciate your feedback. 

   

   

  Thank you,

  **** *. 

  Customer Answer

  Date: 06/04/2025

  Complaint: 23414701
  
  I am rejecting this response because it did not ship in early june i had asked for confirmation it would ship this week or next like advertised and they said no now its late June and now are lying on BBB. That is fraudulent advertising. I have the email chain with *** and another employee saying it will ship late June I just wanted confirmation it would ship this week or next as it said early june.

   

  Providing earlier ship dates than you can uphold then not communicating them with customers is no way to run a business. I asked for the problem to be resolved in 1 of 3 options, listed below:

   

  1. Shipping my order as advertised on your website and in the order confirmation in early june.
  2. replacing it with the same item in a larger size, with 0-3 with personalization fee waived and shipped this week
  3.  Issuing a full refund and a store credit for future purchase.
  
  
  
  
  As now I am going to have to place a new order else where and pay an expedited shipping fee because caden line provided an inaccurate and deceitful timeline on their website. I will be reporting this to the better business bureau if this cannot be resolved in one of the 3 ways mentioned above.

  
  

• Initial Complaint

  Date:05/27/2025

  Type:Billing 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 made an order from Caden lane April 19 2024 for a total of $141.55. When I received the items some of them did not work out and needed to make a return. I tried to start the process through their online return portal but could not complete the transaction because my order items were labeled item does not meet conditions for return. Im not sure what that meant but when I purchased the items it was not listed as final sale so I sent an email to ******************************* requesting more information/ asking to be able to make a return. I sent this email 4/29/25 and I have not heard back from them. Not only that but I called their customer service number *************), left a voicemail and still have not heard back. Im very frustrated as I cant seem to reach anyone and need to return these items.

  

  Business Response

  Date: 05/28/2025

  Hi *********,

  Thank you for reaching out to us regarding your order and for sharing your feedback. We sincerely apologize for any frustration or inconvenience caused during this process.

  After reviewing your order and communications, it appears that the items in question were purchased during a sale. As noted in our policy, sale items are considered final sale and, unfortunately, are not eligible for returns or exchanges. We apologize if this was unclear at the time of purchase or caused any confusion.

  Our records indicate that a representative reached out to you on April 29, 2025, in response to your initial email, providing the requested order details. We also received a follow-up request on May 6, during which it was explained that the items were ineligible for return. We are deeply sorry if these correspondences did not reach you or if there was any miscommunication on our part.

  We truly value your business and your feedback. While we are unable to process a return for these items, we want to ensure your concerns are heard. Please dont hesitate to reach out if theres anything further we can assist with or clarify.

  Thank you for your understanding, and we appreciate your patience.

   

  Thank you,

  **** *. 

   

  Customer Answer

  Date: 05/28/2025

  Complaint: 23384082
  
  I am rejecting this response because:
  I did not receive any response emails for this. Id like to see proof of response. I looked up the policy on returns and did not see this on your website nor was the items listed as final sale when purchasing making this a questionable business practice. 
  

  considering this was my very first order with Caden lane Id expect some time of lenience with your new customers on returns. 
  

  please provide me a better solution to this. I enjoyed some of the products but do not need to keep all of them  
  

  
  Regards,
  
  ********* ********

  

  Business Response

  Date: 06/02/2025

  HI *********,

  Thank you for reaching out, and I appreciate your patience as I address your concerns. I truly understand your frustration, especially as this is your first order with us. We value your business and are committed to providing clarity and support.

  Attached, you will find a screenshot of the emails we previously sent, as well as an image of the product page indicating that this item is listed as final sale. For your convenience, you can also review our return policy here-*********************************************************************************** .

  While the item you purchased is listed as final sale and is typically not eligible for return, we understand that this was your first order with us, and we genuinely value your feedback and business. As a one-time courtesy, we are happy to make an exception and allow a return for this item.
  To proceed, please process your return here:  ***********************************************************

   

  Thank you,

  **** *. 

   

• Initial Complaint

  Date:05/09/2025

  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 made a purchase from this company in July of 2024. I returned an item. I did not recieve a refund for the return until May of 2025. I contacted the business and they basically said oh well. I had no way of looking up my order since it had been so long and no way of confirming that the refund price was even correct.

  

  Business Response

  Date: 05/12/2025

  Hi there,

  Thank you for reaching out and sharing your concerns. Ive had the opportunity to review your order and would like to clarify the situation.

  The refund issued in May 2025 was not related to a returned item, as our records show no return associated with this order. Instead, it appears the item in question was never fulfilled due to an inventory discrepancy. As we were reconciling old inventory, we identified this unfulfilled item and, unfortunately, determined that it is no longer available. To address this, we processed a refund for the item.

  The refunded amount is accurate, reflecting the sale price of the item with the additional discount that was applied during your purchase. For your convenience, I have sent a confirmation email that includes the refund details so you can verify the amount.

  We sincerely apologize for any confusion or inconvenience this situation has caused. If you have further questions or concerns, please dont hesitate to reach out.

   

  Thank you,

  **** *. 

• Initial Complaint

  Date:04/18/2025

  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 gift of an infant swimsuit and sun hat from Caden Lane. The sun hat arrived damaged. I have contacted Caden Lanes customer service department five times in as many days trying to get assistance and when received no call or email back, attempted to return the hat. The return process requires that I email them and does not permit me to simply return the item for a refund. This issue is exacerbated by the fact that it is a gift for my daughters baby shower in a week.

  

  Business Response

  Date: 04/22/2025

  Hi *******,

  Thank you for reaching out, and were so sorry to hear the sun hat arrived damaged we understand how frustrating that must be, especially with your daughters baby shower quickly approaching.

  I do see that our representative Georgia responded to your email on Wednesday, April 15, 2025, confirming that a replacement would be sent out as soon as possible. According to our records, the replacement item has since been shipped and successfully delivered. ******************************************************************************************

  If theres anything else we can assist you with or if you have any further concerns, please dont hesitate to let us know. We're here to help and ensure your experience with us is a positive one.

   

  Warm regards,
  **** *. 
  Caden Lane

   

  Customer Answer

  Date: 04/23/2025

  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.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:04/17/2025

  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.

  Caden lane was marketing free mystery gifts at the time of purchase. However, when all criteria was met the company would not apply the mystery gift. There were no instructions on how to obtain the gift other than following the necessary criteria (spending a certain amount of money). After receiving my order I noticed I did not receive my gift. Upon contacting the company they first tried to blame their shortcomings on me. I provided proof that it was indeed an error on their end. Which, they admitted was their error and were working on improving this error for future customers. However, when asking to be compensated for their failures with my order, they only stated that my order was closed and there was nothing they could do. This is simply unacceptable and poor business practice.

  

  Business Response

  Date: 04/22/2025

  Hi there,

  Thank you for reaching out and for taking the time to share your experience. We're truly sorry for the frustration this situation has caused.

  We understand how disappointing it must have been to expect a free mystery gift and not receive it, especially after meeting the spending threshold. To clarify, in order to receive the free gift, customers were required to manually click "Add Item" in the cart during checkout. Because this step was not completed, the free gift was not included in your order.

  We do appreciate you sharing the screenshot, our team is working to update our site to make this easier for our customers. At the time of your purchase, this update had not been made, and you would've needed to add the item to in the cart.

  That said, as your order has already been fulfilled, shipped, and closed, were unfortunately unable to retroactively include the mystery gift. We sincerely apologize for the inconvenience and understand how this could feel disappointing, especially as a valued customer.

   

   

  Thank you,

  **** *. 

  Customer Answer

  Date: 04/22/2025

  Complaint: 23219160
  
  I am rejecting this response because:

  At the time of purchase, there was no instruction to the customer to add the mystery gift. As I mentioned and showed in my screenshots. Because of this, it was an error on CLs part. 
  

  There was no way to fix the issue until the items were received. This again, is an error on CLs part. I feel I should be compensated on some level. 

  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:04/08/2025

  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.

  I purchased a gift for a co-worker and I got a message saying it was delivered on March 24th on the 26th I phoned the person to see if she liked the gift as I didnt hear from her.She said she never received it.I reached out to the company and 10 emails later they told me they would have someone get back to **** told them I would like a refund since she had the baby two and a half weeks ago.They said its their policy to send out another one instead of giving me back my money to buy her a gift.I paid $153.80 and I believe they should refund my money.I asked in multiple emails for a refund before they even shipped it out. Today is April 8th and they said it was delivered today.I havent heard anything from the recipient. I originally ordered the baby gowns on March 19th and believe they should have refunded my money.I have gone back and forth with AI and someone named *** 20 emails and I just spoke to the recipient and she said she has not seen a package come for her.

  

  Business Response

  Date: 04/10/2025

  Hi *****,

  Thank you for reaching out, and Im truly sorry to hear about the trouble youve experienced with your recent order.

  We completely understand how frustrating it must be to have a gift for a special occasion not arrive as expectedespecially after multiple follow-ups. Please know that we take these concerns seriously and sincerely regret any inconvenience this has caused.

  According to our shipping records, the package was marked as delivered on March 24th. As per our store policy, we are unable to issue refunds for orders that are confirmed as delivered by the carrier. However, we are absolutely committed to making this right by offering a replacement of the original items, in the same size and style.

  Please note that were only able to replace packages that are reported as lost with the same items from the original order, and replacement orders are not eligible for return or refund. You can review our full policy here: *******************************************************************************************************

  
  We genuinely apologize for any disappointment or inconvenience and appreciate your understanding.

   

   

  Thank you,

  **** *. 

  Customer Answer

  Date: 04/10/2025

  Complaint: 23179526
  
  I am rejecting this response because:
  
  Regards,
  
  ***** *******

  i am not accepting its Policy

  you should have refunded my money when the package didnt get delivered and I asked for a refund.

  I would like a refund 

  I have the right to get my money back when it wasnt delivered in a timely manner. 3 weeks 

  Babys grow fast 

  The clothes probably wont fit now. I would like to purchase my own gift now.

  I want a refund!!!!

  

  Business Response

  Date: 04/11/2025

  Hi *****, 

  We understand your frustration and truly regret the inconvenience you've experienced. While we do our best to ensure timely deliveries, we rely on carrier tracking information, which in this case confirmed delivery of your original order.

  As your order has already been reshipped, our policy states that reshipped packages are not eligible for return or refund. However, in an effort to resolve this matter and as a one-time exception, we are willing to accept a return of the reshipped items for a refund.

  If you would like to proceed, please use the following link to initiate a return: ***********************************************************
  Once the returned package is received and processed by our team, a refund will be issued to your original method of payment. Please note that all items must be in original, unused condition to be eligible for a refund.

  
  We appreciate your understanding and cooperation.

  **** *. 

  Customer Answer

  Date: 04/11/2025

  Complaint: 23179526
  
  I am rejecting this response because:
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:04/01/2025

  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.

  Placed order on March 18 for 4 items (order #*******). On March 25, I contacted Caden Lanes ********************************* customer support to check on when the order would ship. I received 2 responses with the 2nd stating the order would ship by 4/1/25 due to unexpected strong demand. Today is 4/1/25 and not only do I not have any kind of update, I cannot call anyone due to them not having a customer service line and cannot get a response to any emailed inquiries. There is no update on their web site for the order other than unfulfilled. I would like the order to be delivered as promised but would cancel the order if I knew it was not going to ship. This is terrible customer service and very frustrating.

  

  Business Response

  Date: 04/02/2025

  Hi there,

   

  We sincerely apologize for the frustration this delay has caused you. We completely understand how disappointing it can be when expectations arent met, and we truly appreciate your patience as we work hard to fulfill all orders as quickly as possible.

  I can confirm that your order has been picked by our warehouse team and is now in the queue to be packaged and shipped out. We expect to send out your order within the next 1-3 business days, and you will receive a shipping confirmation email once your package is on its way. From there, the carrier will provide an estimated delivery date.

  We understand that this has not been the experience you were hoping for, and again, we apologize for the inconvenience. Please dont hesitate to reach out if you have any further questions or concerns, and thank you again for your patience and understanding.

   

  Thank you,

  **** *.

  Customer Answer

  Date: 04/04/2025

  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.
  
  Regards,
  
  ** *******

• Initial Complaint

  Date:03/21/2025

  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 March 10, I purchased two St. ********* Day pajamas from the online children's store, "Caden Lane." I used a free shipping code for new customers (as shown in the attached image), and per the site's shipping guidelines which indicated 5-7 days shipping speed. I paid a total of $55.41 for two pajamas, which includes the new customer "free shipping" discount code. The holiday pajamas took the entire 7 days to arrive in my mailbox on the afternoon of St. ********* Day holiday (Monday, March 17). Upon further inspection, the sizing wasn't right for my two children. When I requested a return for refund given the poor timing and sizing, the website said my products weren't eligible. After contacting the "customer service **** on March 19 for further support, I was told these products were final sale, no longer on the website at all, and not eligible for a refund or return of any sort. I asked for additional evidence or proof this policy had been clearly communicated at time of sale, and the customer service *** provided an unclear screenshot that didn't indicate a date/time. It seemed more like a fake image than a genuine attempt to prove these items were indeed labeled final sale when I purchased them (which they were not). After further inquiring I was told that Caden Lane wouldn't help me any further to ensure "customer fairness." This entire situation is the opposite of customer fairness, and seems like an online scam. I'm appalled by the unclear sales policy, and entire approach to customer service. I submitted a customer review as well (also attached), which wasn't published. This is a clear case of a business failing to honor it's commitment to quality and service, and misleading its customers with unclear sales practices. Please help!

  

  Business Response

  Date: 03/24/2025

  Hi there,

   

  Thank you for reaching out, and we sincerely apologize for the inconvenience youve experienced. We understand your frustration, and we appreciate the opportunity to address your concerns.
  Regarding your order, our last call for guaranteed delivery before St. ********* Day was March 7th. Unfortunately, as your order was placed on March 10th, it was outside of the guaranteed window for delivery by St. ********* Day, so we cannot guarantee arrival by that date. However, we do want to confirm that your order was delivered on March 17th, which falls within our standard 5-7 day shipping turnaround time. We appreciate your patience in receiving your order within that timeframe.
  Additionally, we would like to clarify our return policy. As noted in both the product description and our return policy, all sale items are final sale, and we are unable to offer returns or exchanges for these items. This policy is clearly outlined on our website to ensure transparency. ***********************************************************************************
  We apologize if there was any confusion during your experience with customer service. Please know that our goal is always to provide the best possible service, and we take your feedback seriously in order to improve our processes going forward.
  Thank you for your understanding, and please feel free to reach out if you have any other questions or need further assistance.

   

  Thank you,

  **** *.