Customer Care

[Mido-rose]

Has anyone ever contacted Lenox about their Breakage Replacement Program, for silverware or dinnerware pieces? I ask because, I contacted them today and requested a piece, only to to be informed that “[they] do not honor this program for QVC purchases and/or, QVC exclusive items and patterns”. Even though, silverware and dinnerware may be marketed/sold as protected by this program, by QVC, Lenox may not honor the warranty. I was told this by two different Lenox CSRs. So, none of my QVC purchased Lenox pieces (silverware & dinnerware) are covered? I registered each purchase and completed the Lenox warranty card, included in the packaging. I believed the warranty.

[chessylady]

Have you contacted QVC customer service? If they have your pattern in stock, maybe they will make good on the warranty.

[Mido-rose]

I contacted QVC. They don’t have replacement pieces available. QVC CSRs told me that “Lenox is responsible for extending and honoring the warranties, on the items”.

I received further clarification from a third Lenox CSR, regarding this issue. For the warranty to be honored: the requested pieces must be available for individual sale; the pieces must be in production, at the time of the request; the items must be in-stock and available at Lenox.com. 

While, QVC may advertise that silverware/dinnerware is covered under the Breakage Replacement warranty, Lenox may not honor those terms. For example, if pieces are discontinued and sold by a wholesaler (QVC), the warranty may not be honored. If pieces are sold as a set, Lenox may not honor the warranty. I found none of these disclaimers on the warranty card.

[Mz iMac]

@Mido-rose 

Why not send a snail mail letter to Peter Cameron, CEO at Lenox headquarters about your concerns?  Especially about their warranties own products when sold by 3rd party vendors (QVC). 

What the CRS are stating to you SHOULD BE in writing somewhere on their warranties.  You probably need a microscope to read their small print in case you missed it the first time around.

[luvmybeetle]

I have a Lenox flatware pattern that I bought a few years ago.  I have called them twice since then to replace pieces.  They replaced all I asked for without question the first time.  Then just a couple  months ago I called and the rep said they don't do that.  I had the warranty card in front of me and told her that.  I'm going to say she was probably new.  So she said she would check to see if they had it in stock.  I also told her my card says they will replace if not in stock.  I guess since I was so insistant she said she would call me back after checking and when she called she said they would mail it out to me with no charge. 

Just be very positive and don't back down.  Hopefully you have your warranty card in front of you.