Jenn F.
Google
I am extremely disappointed with my experience with Lenox.
I placed an order in mid-December for a personalized holiday ornament. The order was marked as delivered on January 5th, but the package never arrived. That alone was frustrating, but what followed was even worse.
Getting in touch with customer service is nearly impossible. I emailed daily and received no responses. Their website chat feature almost always shows as unavailable, so I was genuinely shocked when I finally managed to connect with a live agent. Unfortunately, that agent (named Claire) was not helpful at all.
Instead of offering a replacement or refund for the missing item, I was told that my order “was not charged in full” and that I would need to pay additional money before they could even begin processing a refund. This made absolutely no sense because I had already been charged the full amount and had the receipt to prove it.
Even more frustrating, the only consistent way to reach anyone at all seems to be through their Instagram account, and even then, responses eventually stop.
At this point, I still do not have my order, no replacement, and no refund, and I have spent far too much time trying to resolve something that should have been handled in a single customer service interaction.
If you are ordering from Lenox, especially for time-sensitive or personalized items, be aware that if something goes wrong, you may have no reliable way to get help.
This has been one of the most exhausting and disappointing customer service experiences I have ever had.