Lillian Vernon

Full review
HORRIBLE CUSTOMER SERVICE!!!! I ordered some Christmas gifts from Lillian Vernon for my sons, including identical personalized items. One of the identical gifts had the name misspelled. When I called, the customer service rep said that the item was out of stock so they couldn't send another corrected one. She offered to refund the amount for that item. Fine. Then, since this was their mistake to begin with, I asked if there was any way I could get a refund on the second item also because I didn't want to give a personalized gift to one child and not the other. Well, after putting me on hold to speak to her manager, she came back and told me the answer was no. So I asked to speak to that manager. After being put on hold AGAIN, I spoke with the manager, who turned out to be argumentative, rude, and very unprofessional. At one point, she even told me that my kids were small and probably wouldn't notice that the name was misspelled! The final straw was when she hung up on me. When I called back to complain about that, the second manager that I talked to was dismissive and didn't seem to care either. Granted, I did eventually receive a refund for the amount of the second item, which by the was a whopping 13.99, but why did I have to endure such unprofessional treatment to get it? So for 13.99 they not only lost me as a customer, but now I will tell EVERYONE I KNOW about this HORRIBLE experience!!!!