LenoxReviews of lenox.com

Lenox has certainly gone down hill. Each year for the past 20 years I’ve been buying ornaments for each grandchild. I always order the first week in November and receive well before Thanksgiving. I did the same this year and haven’t heard a word from them in over a month. I tried email, chat, and phone calling. I Never got response from email, chat is NEVER online, and was on hold for over 2 hours on the phone. When finally a representative got on the line, he could not provide ANY information except that they did have my order. There was no assurance that my items would be received prior to Christmas. No matter what or how I asked, he was like a recording saying the same thing repeatedly. Sadly, This will be the last year of Lenox traditional ornaments for all the kids.

On November 24, I placed an order on Lenox.com. I received an order confirmation. Today is December 6 and I have not received any updates. I called the customer service number and I was #48, in the call cue. After waiting on hold for an hour, I was told that my order was cancelled because of limited stock. It would have been nice to have received an email or message, notifying me of the cancellation. I was counting on the item for a Christmas present. Now that the item is sold out everywhere, I guess that my daughter will just have to do without and be disappointed. Thanks for nothing Lenox! Horrible customer service! So disappointed in this company!

There should definitely be a zero star button. Right now Im sitting on hold and it's been 1 hour and 2 minutes. They open at 8:30am and I started this call at 8:38. It cant be that busy 8 minutes after you open to be on hold this long. "Someone will be with you shortly " is a complete lie. I even tried chat which is offline . All this to try and find out any shipping information on my order. The last communication was a thank you for your order. For a premium product/ company your customer service is an abomination. Lenox should be ashamed.

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.