I Thought I Was Getting the Perfect Bag - Lillian Vernon Online Store
Written: Mar 25 '06 (Updated Mar 27 '06)
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I’ve been on a search for the perfect handbag since late last year. For a long while, I was convinced that it had to be red – deep red, leather or leather-like, plain, with just a touch of urban sass. It needs to be big, but not too big, capable of being dressed up or dressed down, and big enough to hold a copy of the New York Times, my wallet, a small notebook, and an iPod nano.
I made my search known to everyone who might possibly put me on their Christmas list. My boyfriend took me to Marshall Fields, Saks Fifth Avenue, and Nordstrom’s, but we couldn’t find my bag. I went to Sears, H&M, Target, Marshall’s, TJ Maxx. I went to Lill Studio where you can custom make your own handbag, but they were way too stiff and were so delicate I couldn’t imagine one lasting next to my body for more than a few months before getting stained, ripped or otherwise worn. I even perused the Coach store near my workplace and, in sheer desperation, briefly considered spending the better part of my rent on the right bag if I found it. Thankfully, I didn’t find it at Coach, and I’m not homeless.
As the Man in Black said, I’ve been everywhere, man – and I still haven’t found my bag. As spring approached, I had to make a compromise. I began looking at trench coats online and reflected on the fact that I wear way too much black and needed to lighten up my color scheme. Red is lovely for the fall and winter months, but red’s time has passed. Maybe a lovely light blue to go with a khaki or cream trench?
The Bag Appears
I used Froogle, the Google shopping search engine to look for light blue bags online. Almost immediately, the Lillian Vernon store came up in the search with a picture of a light blue handbag that appeared to be perfect for spring – and at a perfect price too. It was leather and just $24!
I went right to the site, bookmarked the page with the first bag and searched around a little more. My only previous experience with Lillian Vernon was watching a MadTV episode where they make fun of the merchant for selling useless products, but that was of little concern to me. If I could end the search for the bag, I’d be a happy camper.
My Experience Using the Site
The layout of the site is well-organized and easy to read. Lillian Vernon carries holiday items, accessories, jewelry, garden and home items. They also have a flower shop for wreaths, candle and other wall decorations. I even found a pink toolkit that my friend has for just $9.99 discounted from $19.99. It’s a great place to buy gifts for the women in your life, but I would feel more comfortable buying something I’d actually touched or felt from Lillian Vernon because of my experience with their merchandise. . . but I’m getting ahead of myself.
The prices are right up my alley. They have a sale tab that highlights their deepest discounts, and there are lots of items to choose from. Doormats for $4.98, photobookmarks for $1.98, and wall clocks for $15 are among some of their discounted items at present.
Item descriptions include important details like dimensions and whether or not products are heat or water resistant. They have a wish list option, suggested products lists, and a tell-a-friend feature that allows you to e-mail a product description to a friend. They also have online catalogs with product numbers, making it easy for catalogue shoppers to place their orders online.
Unfortunately, I think that some of their product descriptions are too good to be true. I don’t trust their product descriptions because of the quality of my handbag. The picture was not high enough resolution for me to get a sense of the texture or quality, which is important when purchasing apparel.
I didn’t have a problem adding my bag to my cart, but checking out was a hassle because of their ultra-secure checkout. I provided three different credit card numbers on line and kept getting an error message. I called my credit card company and they said that there was no problem with my card, but since I was calling on a weekend evening, it was possible that their credit card processing unit was having trouble. My credit card service representative told me that they can see attempts at charges (even those that aren’t authorized) and that there were no attempts that evening.
The website prompted me to complete my order via phone, which I did. This was my only experience with customer service at Lillian Vernon. The woman who took my credit card information (the very same credit card information that I’d entered on their web form about 10 times) was very pleasant, but wouldn’t admit that it was possible that their web site was having trouble processing credit cards. After a terse little exchange with her (Yes, I did enter my correct billing address, but that’s o.k. It doesn’t matter now.), she told me that my card would be charged when the order was shipped.
Waiting For the Bag
It took just about a week to fill my order and ship it. It shipped the Saturday after my order was placed. I’m incredibly impatient so this is far too long for me, but might be fine for some. At least they fill orders on Saturdays!
My light blue satchel arrived about 5 days after shipping. Again, way too long for me but I didn’t pay for expedited shipping. Standard shipping and delivery is priced according to your order total. I paid $6.95 for a $25 order. You also have the option to pay an additional $10 for expedited or almost $30 for next day business air.
It arrived in a cardboard box with a catalogue and my receipt.
My Bag
My bag was terrible. The color’s so-so, but I can’t believe it’s leather. It’s so plastic-y. I gave to someone in the office because they did like it and I didn’t want to deal with the hassle of returning it. The picture and the description got my hopes up too high. It was lined, as the site said, but it was very stiff and just not what I’d imagined.
So, the search continues. . .
What They Say
The e-mail I received wasn't grammatically correct, but it got the point across. I've corrected it for readability:
At Lillian Vernon Online, customer service is our number one priority - that's why all our products carry a 100% money back guarantee, even if the item is personalized. If you need to contact us, please specify your order number or last name and billing zipcode as it
appeared on the order. We may be reached in one of the following ways:
- By e-mail at: custserv@lillianvernon.com
- By telephone at: 800-901-9291
- By fax at: 800-852-2365
- By mail at:
Lillian Vernon Corp.
100 Lillian Vernon Drive
Virginia Beach, VA 23479-0004
Attn: Customer Service Department
Or call 1-800-901-9402
RETURNS AND EXCHANGES
For more than 50 years, Lillian Vernon has offered a 100% CUSTOMER SATISFACTION GUARANTEE: If you're not completely satisfied with your purchase, you can return the item, even if it's personalized. If you are returning your merchandise by mail, please follow the procedure outlined below to ensure we process the return according to your wishes.
Please keep the packing slip that you receive with your shipment. If you need to return your purchase, please complete the return/exchange information on the reverse side; include it with your merchandise. Ship your package by insured parcel post or UPS ground to:
Lillian Vernon
100 Lillian Vernon Drive
Virginia Beach, VA 23479-0001
If you no longer have the packing slip that accompanied your order, please include a note specifying your name, shipping address (including zip code), reason for return, and whether you would like an exchange, replacement or refund. Unfortunately, items purchased through our catalog or online cannot be returned at our Outlet store locations.
Overall
I give the Lillian Vernon online store only 3 stars because their merchandise did not live up to my expectations, it was a hassle using my credit card online and shipping wasn’t exactly what I’d call speedy. This was only with regard to bags, and I know my friend has used her toolkit for a long time, but it gets minimal use.
I've also reviewed Victoria's Secret Online Store and Hammacher Schlemmer Online Store.
Recommended:
No
What product did you purchase or try to purchase? Light Blue Leather Satchel
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About the Author
Member: Meagan Downey
Location: Chicago, IL
Reviews written: 359
Trusted by: 214 members
About Me: Can't find the online store or service you'd like to review? Request it here.
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