Lenox Opiniões 83

Ordered a single teacup on Black Friday. Three weeks later, and it had never shipped. I tried to chat and was disconnected. Sent an email and never got a reply. Waited on hold for 2 hours and the rep told me he wasn't sure what was going on, but he canceled my order and reordered the teacup. Told me it'd arrive in a week. Two weeks later it hadn't arrived, so I called back. Rep named Anthony told me it was out of stock, and so it would never ship. When I asked that he escalate my call, he said he'd put me on a list for his manager to call me back in a week. I suspect he was lying, and assume I'll never receive a call back. Buyer beware!

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.

I ordered 3 personalized ornaments for Christmas on Nov.15, 2025. I received only 1 before Christmas. The other 2 arrived on Dec. 31 and one of them was broken. I tried several times to contact the company before Christmas to get the status of my order but received no response. I emailed them about the broken ornament and sent a picture documenting the damage. No response. I finally was able to get in contact with a representative through their chat feature (which was not workingon previous attempts). They took my order number and asked which ornament was damaged and then said they could not replace it at this time only reimburse me. I said fine. I have bought Lenox ornaments for several years for my grandchildren and am extremely disappointed in the service, communication, and quality of the ornaments this year. I think this will be the last time I order them.

I wish I had read other reviews here before placing my order from the Lenox.com website. I placed my order on 12/9, got a confirmation email and had no further communication from the company. My item was never shipped. I have emailed twice and submitted 2 chats, all with no response and waited on hold with the CS number twice for almost an hour. Today, I waited it out and finally spoke with someone after a 1.5 hr hold. My order was canceled by the system bc it was out of stock and the CS agent told me there would not be any stock of this item until next holiday season and there was nothing they could do. Again, I have had no communication that my gift to my mother was not coming. Had I known, I could have purchased something else instead of wrapping a picture of what I thought was just delayed in shipping. I am very disappointed with the lack of customer service by this company; this is NOT the Lenox of the past.

I ordered on item online on Nov 28th during a sale. I received a confirmation email that the order had been placed. When after six weeks the item had not been delivered, I attempted to contact customer service. I waited on hold for 2 hours and 30 minutes. There were 75 customers ahead of me! When I finally spoke to someone, they told me the item was out of stock. When I said it's been on the website consistently since November until today, he said the system was new(5 months) and was unable to indicate that an item was out of stock. I was told I would not be notified when it came available and since the sale was ending today, I'd have to pay full price. He then said they'd give me a credit, but I would have to pay first.
This was one of the worst customer service experiences I've had in the last 50 years!
Such a shame to see what has happened to the company.

Not even worth a star, issues with the unit when it just turns 10 years for the amount paid is Major BS! Will NEVER buy this brand again.

I returned $250 worth of products over a month ago and have not received a refund. They have not responded to chat messages or emails. I try calling but I just sit on hold forever and never get through to a representative.

Placed an order with 4 items. One item did not work. It would not light up and some of the features had fallen off. (This was not a delivery issue). I sent severals emails after being unable to get through on the phone, to which I got no response. Finally got through on the phone after waiting 2.5 hours before they picked up. They gave me a refund but told me if I wanted to reorder the item, I had to do it through the website and pay shipping. The guy was a little bit rude too. Probably stressed out and tired. Really bad customer service.

Never received my order. Emailed several times with no response to date. Sat on hold several days for hours no response. Their chat window is closed down. Reported to BBB. All I want is a response and to cancel my order. Horrible customer service.

Worst experience I have ever had with a company. Ordered from their website on 12/2/25 and never received the product. Tried contacting them multiple times via email and phone and couldn’t reach anyone. No one answers their phone and no one returns emails. DO NOT order from their website!!!

If I could give a no star rating I would. The Customer Service is the worst I have experienced in a very long time. I have been on hold for over three hours combined in the last two days, no response. I have tried chatting three times, , and chat was ended the ended abruptly, with NO response. I placed an order almost FOUR weeks ago and have not received it. Will definitely remember this unsatisfactory experience when purchasing gifts in the future.

If I could give zero stars I would. I called about an order that was never shipped, the person I spoke to canceled my order and now the item is out of stock so I can’t get the item. Almost intentionally bad customer service, I was super nice and just asking about my order status, and the person on the other end was just simply not nice at all and then cancelled my order. Absolutely atrocious customer service.

I placed an order for Christmas ornaments on November 10, 2025 after seeing them promoted on the TODAY show. I’ve never bought Lenox ornaments, I’ve always bought Hallmark ornaments, but wanted to get personalized ornaments this year. I called their customer service two weeks ago and finally talked to someone after an hour and he pushed my order through but I only received one ornament. I called after receiving the one ornament and was on hold for 3 hours. The guy told me that my order is in the que and will be delivered by Christmas. I tried calling again today and have tried the chat option and I get delivery failure on the chat option and was on hold for over 3 hours today and no one ever answered. I’m highly disappointed and would love a refund but don’t know how to request one.

I ordered two personalized ornaments for our two new grandchildren. They were placed on the same order. The order was paid in full at the time of placement. One ornament came and the other says there is a balance due - yet they charged my card the amount for both ornaments plus the added charge for personalization for both. I can't get anyone to answer the phone - been on hold for over an hour - chat is never working - they don't respond to emails.

I need to return an item from my order. They require a return authorization number to be included on the return card. There is a phone number to call to request this number. I was on hold for over an hour and a half then got disconnected. This is completely unacceptable customer service.

I would give them zero stars if I could. I placed an order a month ago. Where is it? They don’t respond to messages, online chat, or answer the phone. You are on permanent hold with a message that says “someone will be with you shortly”. This used to be a well respected company. What happened?

I'll start by saying own and love my Lenox. I purchased 3 sets of glassware, unfortunately in the wrong pattern. I called within 24 hours of ordering, but was told I would need to follow the return instructions once the order was received to get and RMA #.
Multiple phone calls totaling hours of wait time, replies to requests for return calls due to long wait times never received, no response to chat and email requests.
For a company whose website states "we will definitely get back to you as quickly as possible" they definitely fall short.
Sadly, I think I'm the new owner of glassware I do not need or want.

I have tried for an over week to get customer service to respond. I have emailed several times, I have tried live chat (you have to leave a message) and I have tried to get someone to answer the phone for three days. My order was lost in transit. I do not believe they have anyone working customer service. I cannot even request a refund.

They are the worst I have ever dealt with. It has been over a week and my two orders have not shipped. Forget trying to get an answer from them and they will not let you cancel your order. I thought Lenox was a trusted brand but do not order from their website. It is horrible.

While Lenox does produce beautiful products, they have zero customer service. I ordered several glass Christmas ornaments. They were received in a timely manner but one of the ornaments was broken upon arrival. I tried to contact Lenox by phone during business hours, to see if I could return the ornament for a replacement. There are two different phone numbers provided on their own website, and I received a disconnected signal when I called both of them. I then tried to reach out to them via chat, also during business hours, and chat was and continues to be offline. Finally, I have reached out by email and have received no response.