– October 12: I place an order for the kids’ Halloween costumes. The webpage says that delivery is guaranteed by October 30.
– October 16: I receive a shipping notification.
– October 28: Nervous about getting nothing, I call Lillian Vernon. They told me there was nothing they could do because they don’t do expedite shipping, so they won’t ship me a replacement.
– October 29: I send an email:
I have still not received my order, which was placed on October 12. My children do not have Halloween costumes. Not only are they quite disappointed not to have the costumes they spent time picking out, but this puts a big burden on me to find something for them to wear. I am very upset about the situation. Your web page said that delivery was guaranteed by October 30.
When I called customer service on October 28, I was informed that I was out of luck and that there would be no re-shipment since Lillian Vernon does not do overnight shipping. This is completely unacceptable. I will not be ordering from you again.
You can’t market items to children and refuse to follow-up when shipping goes awry.
That night I get a response:
Thank you for your e-mail. Please accept our apologies for the inconvenience experienced with your order. Your order has been shipped on October 12, 2005 via US Postal Service and is still in transit. You should receive your merchandise in time for Halloween.
Customer service is our number one priority. If we can be of further assistance, please contact our Customer Service Representatives at 1-800-901-9291, or
email@example.com, 24 hours a day, 7 days a week. Or visit our website at www.lillianvernon.com.
Thank you for shopping with Lillian Vernon Online.
Lillian Vernon Online Customer Service
And my response:
Thank you for your response. I am unsure why you feel this is an acceptable solution. Delivery was guaranteed by October 30, which is tomorrow, a Sunday. That is obviously not going to happen. Do you honestly think I’m going to sit there and just hope it gets to me sometime on Halloween? And if it doesn’t, I’m going to just whip together in an hour some sort of costumes for my kids to wear?
The right thing to do would have been to acknowledge on Friday that there was a problem with shipping, and to offer to send a replacement overnight. That opportunity has passed, and overnight shipping was absolutely refused.
In the past I have been very pleased with Lillian Vernon’s customer service, but you guys really dropped the ball here.
– October 31: I call to say that my order still hadn’t arrived. They said there was a problem with all orders sent to Texas, but I should get it that week. I was underwhelmed, since we’re talking about Halloween costumes. I dress the children in last year’s stuff, much to their disappointment.
– November 7: I send more mail:
Over a week past when my order was guaranteed to arrive, it’s clear to me that you do not intend to send it. I do not want the items anymore. I want a refund. Please inform me when my refund will be processed.
– November 9: Still no contact. I call the 800 number again. The representative said that a refund was processed on November 7. It’s not showing up on my online statement. She also said that the order was never shipped.
Ask me if I’ll be buying from Lillian Vernon again. It astounds me that they would lie to me multiple times about the shipping status.