Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/24/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 7/5/2023. The order shipped on 7/14/2023. This was a gift to another recipient and they received the order on 7/21/2023. The package was missing one of the two outfits that were ordered and paid for. The shipping confirmation states that BOTH outfits were in the ordered and were delivered. They were NOT. Only ONE outfit was sent. I have tried to call, email, chat, tweet, and contact them through Instagram. NO response. The phone number is FAKE. The order number is ******. The missing item is: Trendy Soft Baby Jumpsuit With Matching Beanie - Tan / 6M I would like the missing item shipped immediately to be received ASAP. This is EMBARRASSING! Please ship overnight or 2nd day at the least. - FOR FREE If this can't happen I would like a refund for the missing item. Thank you.

  Business Response

  Date: 08/09/2023

  Dear Better Business Bureau,
  I am writing in response to the recent complaint filed by a valued customer regarding their order experience with our company. The complaint pertains to Order #******, which was placed on 7/5/2023. We take all customer feedback seriously and appreciate the opportunity to address this matter.
  Upon receiving the complaint, we conducted a thorough review of our records and communication history. We were able to locate the customer's ******** Messenger conversation, where we had been in direct contact with the customer regarding the missing item from their order, the Trendy Soft Baby Jumpsuit With Matching Beanie - Tan / 6M.
  I am pleased to inform you that we have taken immediate action to address the customer's concerns and have successfully resolved the issue. The missing item has been located, and we have shipped it to the customer using an expedited shipping method, ensuring its swift delivery. We have also taken steps to rectify the breakdown in communication that the customer experienced when trying to reach us through various channels.
  Attached to this response, you will find screenshots of our ******** Messenger conversation with the customer, and proof that both items were delivered clearly indicating our commitment to resolving the issue and providing the missing item promptly. The second package simply arrived slightly after the first one, which we make very clear to our customers that packages may arrive at slightly different times. Further, we're beholden to the shipping policies of our suppliers. I was only able to attach 4 screenshots of our conversation, but her assertion that our phone number is fake, or we didn't respond is inherently false.
  We deeply regret any inconvenience this situation may have caused the customer, and we sincerely apologize for falling short of our usual high standards. Customer satisfaction is of paramount importance to us, and we are dedicated to continuously improving our processes to prevent similar situations from arising in the future.
  
  
  As an aside, please note that I (******, the new owner) closed on the sale of Lenny Lemons on 7/25, and so I apologize for the slight delay in response. Thank you.

  Customer Answer

  Date: 08/18/2023

  This issue was promptly resolved.

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep emailing because I have not received a jacket I bought.I get these messages. Tracking never shows delivered. Hi *********************,Your message has been received and is currently being reviewed by our team.For your reference, this ticket id is #*****.********************* Jan 18, 19:03 I did not receive the item I ordered. Tracking doesnt show it delivered.Can you help me out?********************* On Wed, Dec 21, 2022 at 5:10 AM Lenny Lemons <******************************> wrote:> <************************************>> <************************************>> We've got some good news! All of the items from your order #****** have been shipped.

  Business Response

  Date: 01/19/2023

  Hello *****,
  
  We are sorry to hear that you did not received your item. We would be glad to send you a replacement or issue a refund asap. It seems that your email got lost in our inbox and we are truly sorry for this inconvenience. Rest assured that we will do our best to make this right.
  
  Kindly email us again at ****************************** so we can know how would you like to proceed.
  
  We'll await for your response. Thank you so much for your patience.
  
  Have a nice day!
  
  Kindest,
  
  Team LennyLemons