Lenox Avaliações 80

One star is generous. In August of 2025, I placed an order for two ornaments. One was personalized. When I received the ornament a word was misspelled. I took a screenshot of the approved, correct spelling on the order and attached it to the email I sent them, asking that the ornament be replaced with the correct spelling. I had to follow up a couple days later because I had not heard back. The response I got was that "I was not entitled to a refund or replacement because the order was sent in with the approved customization." Right, it was sent in with the correct spelling, which is why emailed, so I could attach the screenshot proving that. Every time you email you get a different person responding. The response I got for, once again, asking for a replacement and for them to please refer to the provided screenshot of the correct, approved spelling, was, "Not to worry, a replacement is in the works and should be delivered by the middle of the following week." Excellent... until the replacement never showed up. I email again and ask them for a tracking number for the item that is allegedly being replaced. No one can respond with a tracking number. It does not exist. After a few more useless email exchanges, I let them know I have spent thousands of dollars over the years on Lenox and I am shocked and appalled that something so simple turned into such an ordeal that never got resolved. I also let them know they lost a customer and that customer service needs a complete rehaul since the incompetence in the department is staggering. I then get a phone call from someone called Diane who is apparently a customer service manager. Unfortunately, I couldn't answer the phone because I was at work. She leaves a voicemail and asks me to call her back. When I do, she doesn't answer and my call goes to a non-descript voicemail. I leave a message and two months later I have not received a call back. Frankly, I wasn't expecting one. Never in my many years of ordering from Lenox have I ever had a problem until this order. I've never needed customer service until now. I don't know what's going on with this company, but hopefully they sort things out. Sad how far downhill they've fallen.

On October 27, 2025 I placed a order for a Lenox Ornament.

Having not received the order on "Sent: Monday, November 10, 2025 10:53 AM
To: LenoxInfo <
Subject: Re: Order XXXXXXXXX Is Confirmed
Can you please give me an update on this order.
Thank you".

On Novembe 13, 2025 I received an email from their customer service department
"Hello,
Thank you for your recent email.
We apologize for the delay and have put in request for shipping status update. Once updated we will email you back.
Thank you for your interest in our company.
XXXXXXman
Lenox Customer Service

On November 19, 2025 not hearing back regarding my order, I CALLED Customer Service and after holding on the phone for over 40 minutes was connected to a wonderful agent (not the one who emailed me) who said that she would look into the matter and find out whats going on. Within an hour I received an email that my purchase was shipped.

Horrible experience.

As a long time purchaser from Lenox direct I was very disapointed in the.

PS - I found the identical ornament that I purchsed on Amazon at a price $ 5.00 less than what I paid.

Customer service is awful and that’s being nice. After very long wait times of 30 minutes or more to speak with someone they are unable to resolve any issues. Placed and ordered the end of August and still do not have two items ordered. In speaking with customer service I received promises from all of them they would check into and get back to me. BILL being one of them. Not one of them got back to me including on line chat person (4 phone calls later) Customer service says they have not access to any item that is personalized. What the heck. They have no workable tracking system and offer no updates on orders. They randomly remove orders with no communication to the customer. I have been ordering from them for over 20 years and have never dealt with such a mess. Shame on the LLC that bought them, I hope you do better!

The website shows a picture that is different from the item I received. The company did not respond to emails, chat messages, or phone calls from me regarding this issue.

I ordered the Lenox Spice Village on September 12th, 2024. It still says the fulfillment status is pending. When I contacted Lenox I was told that my payment failed on October 10th, 2024. I was never notified of this, and my Lenox account says the payment was authorized. No explanation was given.

I ordered specific jars of the spice village in Sept. 2024. When I received my order on April, 2025 it had sent a wrong spice jar. I contacted the company and the informed me to return the wrong jar for replacement. I had sent all the original packing including the Lenox box it came in. I continued to call and email Lenox because I was not receiving the correct jar. Finally, one year later from initial order I received the jar I had originally ordered, but it came wrapped in bubble wrap and wrapping paper. I immediately sent an ending asking for the box that goes with the jar. I was informed that I should still have the original box it came in, even though I had you’d then I returned the box with Lenox on it. I tried once again stating there must be a misunderstanding. It was a Lenox error and I had sent the original box back with the jar. Once again, I was told sorry, but we don’t have boxes here! Very disappointed with Lenox. Will. It be ordering online in the future. I should have read the reviews first, but I have always bought from Lenox in the past. Very disappointed in their customer service. I did state that they should inform the customer not to send the original box back!

I ordered the spice village. It was packaged wrong. I was missing one jar and received a duplicate of another. I reached out right away. I received nothing but a run around. I tried calling and emailing. No one cared. No one helped. It is now nine months later and I still haven't received the correct jar. Worst customer service ever. I would give zero stars if I could. I will never buy from them again.

I bought several products from Lenox, and just 10 days later, they went on sale for 25% off. I was still within the return window and simply asked for a price adjustment. They flatly refused and told me I could return the items instead.

They know very well that these items are heavy and returning them is a hassle — they count on that to avoid giving refunds. This is not customer-friendly behavior; it’s manipulative.

Terrible service, poorly managed company. This was my last purchase from Lenox. I strongly advise others to stay away.

Very shocking experience I had with customer service team regarding a recent order placed on Lenox.com. I spoke with two different representatives (Barbara and Jennifer both located in Bristol, PA) in an attempt to correct an urgent shipping address error shortly after placing my order.

Both Barbara and Jennifer abruptly dismissed my concern, offered no meaningful support, and showed zero initiative in trying to find a solution or escalate the issue internally. Instead, I was given rigid policy responses and told there was “nothing they could do” with a very nasty tone of voice. When I called back they all said they work at the same place and all started to hang up on me, none offering any solution.

Their lack of engagement, unwillingness to troubleshoot, and cold delivery reflected a serious failure in basic customer care. At no point did either agent make an effort to reassure, suggest alternatives, or take responsibility for ensuring I wouldn’t be left without a resolution. The tone and overall experience left me feeling ignored, disrespected, and unvalued as a customer.

As someone who has shopped with Lenox in the past and trusted the brand for its quality, I am appalled that this is the standard of customer service being allowed under this brand’s name. Based on this experience, I no longer feel confident ordering from Lenox again and will be discouraging others from doing so.

Both Barbara and Jennifer’s handling of this case should be reviewed internally for follow-through, tone, and professionalism. They left a very bad taste in my mouth and bad image for this brand I no longer want to shop for this brand anymore.

My disappointment stems not only from poor service, but from a complete absence of effort or human consideration. A simple address correction should not turn into an experience that makes a loyal customer feel like a burden.

I ordered 2 of the Spice village houses back in September 2024. Lenox was demanding payment upfront, due to high demand, you had to pay in advance to save your fulfillment spot in the line. I received a estimated delivery date of February, and I was okay with that. Paid using Paypal, just in case too. Patiently waited for the estimated delivery date and nothing happened. Finally received an email stating my order was being partially fulfilled in March, received one item only, decided to keep waiting for the second item. May arrived and nothing yet happened, decided to write an email to the company but didn’t get any response. Almost a month after my email, I received a message from Lenox cancelling the rest of my order. Wrote back asking for details about a refund, it’s been a week and nothing, no refund, no messages. Got tired of waiting and decided to file a dispute on paypal, but surprise, surprise, it’s been more than 180 DAYS since I ordered this and Paypal said it’s over their dispute time window and there’s nothing they can do, and I can’t get a refund! I trusted Lenox and paid in advance due to the circunstances of this product just to get scammed by them.

Terrible experience. I do not reccommend ordering there.
I ordered the spice village 5 min after they send out the Email. There were still many in stock. I checked a few times afterwards to see when it was going to be sold out, what did not happen the next 10 min. I was sooo happy that this time I finally got them.. my order got confirmed and shipping information will be told soon. After three weeks of waiting, they cancelled my order. When I asked them why they cancelled, they told me it was sold out, what was not true. I told them it was available to purchase later then i ordered. They told me then, that it is their customer service to be fair to everyone they take orders and then cancel them, so everyone gets a chance. WTF? You cannot sell stuff and then choose who you are going to give the order and who does not get it without a reason.
They told me they would add me to the Newsletter so I will know when it will be back in stock, but there is no need, as they do not care. I asked them because i ordered this time if they can put me on a waiting list, so i will get my order next time for sure, but they refused.
The worst part was, i was soo happy to finally get it and then after three weeks i get so disappointed.

@Lenox, If you step up and do the right and give me and the others the village they ordered, i will delete my review. If not, everyone sees herw what kind of people you are, liars.

I ordered over a week ago but they still have not shipped my order.
I reached out two days ago and the agent told me they don't ship internationnaly. Which I'm not asking of them : I'm using a PO Box. They said they would contact me back by mail. Two days later still no news, so I contact them again. This time they tell me it's because I paid with a French credit card (I didn't: I paid with Paypal...) and I have to wait for the first agent to answer by mail, and that they probably will cancel the order.
Also, I asked why no one at Lenox had reached out if there was an issue. They said they can't know there is an issue until a customer contacts them to say so. But that makes no sense : if they didn't know there was an issue they would have just sent the order...
I don't know what is going on, but I'm so disapointed, and not very hopeful that they will be able to sort this out.

Ordered an item using PayPal. No tracking information came within the allocated timescale so I contacted on their website for an update.

I was first told my order was on hold as there was an issue with the delivery address, I tired to get that sorted but was then told actually the issue was that the item I ordered had sold out so couldn’t be shipped.
I queried why my order was “confirmed” if that was the case and asked why no one had contacted me and they disconnected my chat.
I went through it all again and the next agent told me that I my order was cancelled due to having an overseas address on my PayPal account.

Three different reasons that all contradict each other - yet the funds are being held by them from my account and i have an order confirmation email and nothing to say there’s been any issue or cancellation. No transparency and now no trust!

Cancelled my Spice Village order twice and now basically told me there's nothing they can do because they can't authorize paypal payments? Then why offer paypal as a payment option? Totally messed up, I have been waiting for months for this order and they do not care at all. They sent me an email saying they hope I go on their website and buy more, this company is insane.

Disappointed in the product. Just heads up if you are planning to buy a Butterfly Meadow bunny set. The smaller plates do each have a bunny on them but the bowls and dinner plates do not. Also, the cups do have a bunny on them but they are the smaller cups/mugs.
If you want to add bunnies to your current Butterfly Meadow collection, just buy the four small plates. And…it’s too expensive to send back. From now on if it’s not on Amazon, I’m not buying it.

I just purchased a set of Lenox' Contempo luxe black dinner plates. The website photo showed them with Halloween accent plates that I already had so I splurged. OMG! The website photo doesn't do them justice. They are classic, beautiful dinner plates. So...I now plan to buy the Contemp accent plates so I can use the set year-round, not just on Halloween. Since I started buying their products, I have learned to expect nothing but the best from Lenox.

Placed order for 2024 Christmas gifts online. For no reasons they cancelled it. Feel like Lenox practices "bait and switch" . This company should NOT exit

I had the worst online ordering experience with company. To start, in order to return an item you must contact support, there no online way to do it. Then when you return it, you have to pay shipping back. Worst still, when I returned my item they never refunded me the money despite a tracking number showing it was delivered to their warehouse. I contacted them multiple times and was assured I would get my refund, it never happened. I have wasted hours trying to get a simple refund from them. Do not order from them if you think you will ever need a refund

I have been purchasing Lenox ornaments for years. They have become a tradition and we have one for our daughter for each Christmas. We love them so much that we've started to purchase other ornaments including a set of three nutcrackers. One of the nutcrackers had a piece broken off, so I emailed customer service to ask if there was a possibility of replacing it since it was sold out online. Less than a week later, a box with three new nutcrackers arrived. I couldn't be happier with Lenox and their customer service was above an beyond our expectations. We love our Lenox ornament tradition and plan to keep it going for years to come!

Horrible customer service! My order still hasn't arrived after 3 weeks. Thet blamed it on the postal service. I told them I didn't want it anymore. They said they wouldn't take it back. I've ordered from this company for years. Never again.