Lillian Vernon Complaint - Won't Honor FREE Shipping Upgrade

Review by EMS7780 on 2007-10-31
VIRGINIA BEACH, VIRGINIA -- On 10-18-07 I received an email from Lillian Vernon saying customers would receive a free FedEx 2-day shipping upgrade if they placed an order. I placed my order (#291641503) but forgot to enter the shipping coupon code number mentioned in the ad.

Once I realized my error, I emailed Lillian Vernon and explained my mistake and asked if they would please change my order and allow me the FREE shipping upgrade. I explained the costume was needed for Halloween.

Two days passed and no response so I sent a second email.

On 10-20-07 I received a message from LV saying my request was received too late. Any change to the order was not possible because the item had all ready been shipped.

So I wrote a third time explaining AGAIN that I had sent the 1st message on the 18th just minutes after placing the order. I asked why my initial request was ignored by LV staff. I said I felt they had ample time prior to shipping to make the requested adjustment. No response from LV.

In my opinion, their customer service is not their number one priority, as their ad states, since they refused to honor their own ad. I vowed I'd never shop there again.

My granddaughter received her package on 10-27-07 via USPS and in plenty of time for Halloween.

Thank you.
Comments:2 Replies - Latest reply on 2007-11-01
Posted by Anonymous on 2007-11-01:
Instead of using email a phone call would have been more effective and probably gotten the free shipping. Their phone number is shown on their web pages.
Posted by S. on 2007-11-01:
Who made the mistake of not entering the code? Nuff said!

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