LenoxReviews of lenox.com

Be advised for those returning an item and getting your money back. After trying to get a hold of customer service a handful of times, expect to be on hold for a minimum of 45 minutes with the longest being 90 minutes. Their chat, is non functioning. It turns into an email and you are lucky if you get a response. I sent my unopened package back to Lenox and emailed my tracking information. They received the returned package on January 13, 2026. Still no confirmation email and still no refund. The employee I spoke to confirmed they received my package and to expect 3-5 business days for the refund. Still no refund. Also, when you order something online they process very very quickly. This order was placed after business hours on their website and the very next morning was when I tried to call to cancel. Being an early riser, I had to wait till they were open. This was the first time experiencing the excessive wait and after 90 minutes, was told the order was already processed and they were unable to cancel. This entire process has been a disappointment and they have lost a customer.

I placed an order on December 22, 2025, but I never received an update. Therefore, I phoned the company on January 17, 2026, and was told that the items were out of stock. I was also informed that they never charged my credit card and that the representative was unaware when the items ran out of stock. It is hard to believe that a company of this size does not track its inventory in some manner.

I placed an order for plates and glasses on the LENOX website on December 9. The delivery took far longer than the estimated timeframe shown on the website. When the order finally arrived, the glassware was already broken. The packaging was extremely careless and poorly done. In addition, my placemat was canceled without any warning or notification. I was never informed of the cancellation in advance. Customer service on the website has been completely unresponsive, and no one has been available to assist. I sent emails and received no reply for a long time. I also called twice, and each time I was required to wait nearly two hours. On top of that, the refund process has been extremely slow. This is both frustrating and unacceptable. This was my first time purchasing from this brand, and it will also be my last.

Ordered a single set of figurines for my daughter mid November and it’s been two months with no resolution to my issue of never rcving the item. Lenox has went downhill big time! They do sales when they can’t fulfill current orders then expect customers to be ok with zero communication and give no information or resolution when customers call. I was told my item was out of stock/backordered and would be sent when back in stock. Why is it still being sold on the website?! No response to email communications via email address listed on order confirmation or online.

Received partial order prior to Christmas. Emailed, Emessaged, called and have received NO response.

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.