I ordered a personalized barbecue platter for my father for Christmas. The company website said order must be placed by 11/24 for Christmas delivery and to allow 4-6 weeks. I ordered on 11/29 and expected the package to be delivered a week after Christmas.
However, my order confirmation stated guaranteed delivery by 12/19. I advised my Dad to expect a package around 12/19 and to wait to open it until Christmas.
My dad called me on 12/25 and told me he still had not received the package. I called Customer Service on 12/26 and was informed that the order confirmation I received was a generic email and that I shouldn't have expected it on 12/19 and that they had no way of tracking this order since it was with an outside merchant. The rep refused to give me the name of the company. I asked to speak to her supervisor, but was told all supervisors had gone home for the day. She said she would have someone call me, but I never received a call.
On 12/31, I called the company and spoke to another customer rep. She said she would investigate and call me on 1/3/06. She did call me back on 1/3 and told me my package would be delivered no later than 1/12.
After being advised by my Dad that he had still not received the package, I again contacted Customer Service on 1/18. I was told that they were sorry, and they would order another platter. The gentleman then told me the item was no longer available and offered to replace it with another one. The only other platter in the catalog was through the same outside merchant and would take another 4-6 weeks for delivery.
When I told the rep this was absolutely unacceptable, he said he would cancel the order and offered me a 10% discount and free expedited shipping on my next order. Who is he kidding? I will never order another item from Lillian Vernon again.
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