Lenny Lemons

Terry – Jun 12, 2020

Victim Location 95682

Total money lost $15.70

Type of a scam Online Purchase

This is based on my experience with ordering from this company, reading other reviews, conducting research, and consulting with others who have had similarly negative experiences.

It appears that this company takes images from cheap Chinese websites like Alibaba and AliExpress. They then post the photos as if they are their own and charge about 5x the price. It’s not as if they are buying these items in bulk, repackage them and sell them to their customers- they seem to wait for an order to come in, and they order it directly from China to be shipped to the customer’s home.

The biggest issue is that a lot of times with this company, these items either don’t end up shipping, or they take FOREVER. This is a children’s clothing website- if you order an item for a baby, the odds are that by the time it’s received (if it is ever received), it’s not going to fit anymore. Or it will be out of season. It’s incredibly difficult to try to return- they have a 14 day window and they insist the customer pay for return shipping, even if it has taken so long to receive the order that it is no longer needed or no longer fits. They also claim they will not give refunds "in transit." Well, to them… "in transit" means when they print their shipping label- not when it actually ships.

I placed an order on May 2nd. It shipped in 3 parts (2 of the items ordered were masks for COVID- 1 set of adult masks and 1 set of childrens). I received both sets of masks by May 7th. When I received the second set of masks, I received an email that said the final part of my order had arrived… but it had not. I had also ordered a bathing suit to qualify for free shipping. It wasn’t going to last more than maybe half this season because I have a growing child… but it wasn’t very expensive and I needed something relatively cheap for the free shipping.

I waited a bit and contacted them on May 19th for status. They sent me a tracking number saying it had "shipped" on May 9th. When I checked the tracking from USPS, it said "pre-shipment." We run a business and I am well aware that when a tracking number shows "pre-shipment," it means a label has been printed but has not yet been sent. When I brought that up to Lenny Lemons, they asked me to be patient because of shipping delays due to COVID. They responded on May 21st and specifically asked me to wait 20 business days from the time I placed my order (20 business days from May 2nd would be May 29th. If they’re basing it off of the "day it shipped," which they claim was May 9th… 20 business days would be June 5th).

On May 28th, I checked the tracking and say it was still listed as pre-shipment. I again asked what was going on since it was clear that pre-shipment meant I would not be receiving the item by the next day. I received no response, so when I still had not received the item by May 29th, I requested a refund in the amount of $15.70 and said I would return the item if it was received at a later date.

On May 31st, I received the following response to my request for a refund:

"We understand that you wanted a refund for your remaining item. Please know that statuses are not updated in real-time by our couriers. And because of the pandemic issue, we are experiencing delays on the shipping as much as we would love to deliver your order in time. USPS is also following strategies and measures recommended by the CDC and Public Health Departments. Our processing time usually takes 2-7 business days from the date you placed the order and then will be delivered in 20 business days. That means we will have until next week to deliver your order. There might be an additional delay on the shipping so let’s wait until next week and see if USPS will be providing us with an estimated delivery date. I hope I was able to provide you the answers with regard to your concern. If there’s anything else we can assist you with, please let me know and I’ll be happy to assist you. Keep safe and God Bless!??"

I replied on June 4th and again requested a refund of $15.70.

On June 6th (more than 20 business days after my item supposedly shipped and after twice asking for a refund), I received the following response:

"Thank you for the message! Upon checking your account, until this very moment, the package is still to be on in-transit status. I have already asked for an update with regards to the progress of the shipping and we will let you know once there’s a piece of information provided by the courier to confirm if the package has just been delayed only or if it has been lost in the transit already. If the package has really been lost in transit, we will terminate the shipment and process the refund directly as per request. With this, we are requesting to please allow us 2-3 business days to review and provide a resolution for this matter. We thank you for your patience as we know it can be frustrating having difficulties tracking your order or waiting for an extended period of time. Should you need help with anything, please don’t hesitate to email me back at any time. Have a wonderful day!"

The package has not been lost in transit. It has never been sent. It’s PRE-SHIPMENT, not IN TRANSIT. A label has been printed for a box that has never been sent!

I emailed back on June 7th and said I am not trying to be rude, I just want my money back. I mentioned that I do not want to have to do a chargeback on my credit card and I would rather they just take care of the issue themselves.

They replied on June 10th:

"Thank you for the message! It’s hurting to see that you are disappointed with what happened, especially that we pride ourselves when it comes to shipping and putting a smile on each customer’s face right before this Pandemic came. It’s important for us not to let people down.

Our shipping usually will be delivered within the next 20 business days from the starting date of the shipment. However, with the current pandemic, most are backed-up and additional time may be required due to custom clearance issues, address uncertainties, postal office handling, etc. hence logistics are delayed. So our extended delivery time frame will be approximately 30 business days from the starting date of the shipment. Please give us more time we assure you that we will deliver this order to your doorsteps . See attached photo below. My sincere apologies for the inconvenience and thank you for your patience."

The photo they attached is about the size of a thumbnail. All I can make out is that on 5/9, the product was in Shenzhen, China. That is the last update. It has never been shipped. It has never been sent. To this day, it is still listed as "pre-shipment."

I ended up requesting a chargeback on my credit card and that is still pending.

I have never experienced anything like this. I deal with companies who regularly ship from China, I deal with shipping delays and issues, I have had to ask for a refund twice before, but never three times and still been refused. This company is scamming people out of their money in multiple ways. They’re shipping cheap items and profiting from them, they ship extremely late and while they do have a teeny little window that allows you to return the item, you have to pay to ship it back. I don’t know how they’re still in business.

***At this time, given that I have initiated a chargeback with my credit card company, I currently do not need money back from the company. If I end up not getting the money back that way, I will be out $15.70.***

Cheryl – May 18, 2020

Victim Location 80205

Type of a scam Online Purchase

Order placed online and never received 10 weeks later. Inaccurate tracking number (said item was delivered, it was not) and inconsistent tracking information. Multiple customer complaints of a similar nature. This company is a scam.