Review of Customer Service With The Lakeside Collection
by Angela Kimball on Mar 27, 2008 with 7 Comments
What type of service can you expect when ordering from Lakeside.com?
Recently, I placed an order with The Lakeside Collection. This was not my first order from the company. Would there be any need to contact customer service? What type of service would I receive?
Previous Experience
My previous experience purchasing items from www.lakeside.com has been positive. My items
Have all arrived quickly after they were shipped. Occasionally, some items have been on back order, but the wait was not significant.
Upon arrival of my items, my products have been intact and of high quality. I have never had the need to return an item due to damage or dissatisfaction.
The Problem
I had received a notice that my package was shipped on March 5, 2008. I did not receive the package by the morning of March 17 and began to question where it may have been delivered. I was hoping to get some information to track the package.
Response
The customer service representative was eager to help. She explained that the package was sent via the USPS not UPS like I had originally thought. Because of this method of shipment, the delivery could take longer. She pleasantly informed me that there was no way to track this particular package, but encouraged me to call back if I had not received it by the end of the week.
Courtesy
The customer service department was well represented by the individual with whom I spoke. She called me by name and was very personable. She apologized for any inconvenience, despite the fact that it was my error in regards to the shipping method.
Resolution
The customer service representative from Lakeside really was not able to provide much in the way of a resolution. She couldn’t reach into the warehouse and zap my item into my mailbox. She did offer helpful information about the order and the shipment date. Politely, the customer service rep indicated the expected number of business days until delivery.
Before we ended the call, the Lakeside customer service representative asked if there was anything else she could do to help. She made a true effort to make certain that all of my questions and concerns were answered.
Satisfaction Rating
I would gladly give the Lakeside customer service department 5 stars out of five. I was met with courteous attention throughout the entire call. My questions and concerns were answered in a personal, yet professional, manner. The bonus was that the call was taken quickly and I was not left on hold for long periods of time.
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Published in: Consumer Information
sandi salvati | Apr 11, 2008 | Reply
i have been “fighting” with lakeside collections for 4 months on the delivery of a 20 dollar item.i get the same robotic response to “check the online status site.well the site tells me the item was shipped 1/8/08.and bever got delivered,i have filled out to forms on line and two by snail mail still no response or resolution.i will not ever shop with them again
william | Dec 10, 2008 | Reply
I too will never shop with Lakeside again. They tell me that the problem for the first 7 business days was that the address did not match what they had on file. It did. If they were having a problem why did they not call me as they had my telephone number. You cannot reach them by the telephone number they give. It is either busy (no one is on the line as I had an operator check the line – or when you do get a ring you get a robotic response stating the number is no longer in service.) Also, now one of the items is cancelled as of 12/8/08 and they had the item when I first placed my order. Now I am the one to suffer as it was an item I really wanted to give as a gift to a child, one that the child could have learned from (so actually it is not me but the child who will suffer). They now tell me it is going to take 7-14 more business days. This is unreal.
Janet R | Dec 12, 2008 | Reply
As I am typing this I am on waiting on LAKESIDE to pick up the line. I ordered for Christmas on 12/1/2008 with them telling me that everything was in stock and that it will take 7 business days for me to receive my items. Now it is 12/12/2008 and I still have not received one piece of merchandise, in checking the website most of my items are on back order or waiting to be shipped. This is ridiculous, they did not bother to call to let you know that your merchandise wason back order and if you wished to cancel them.
I will NEVER shop from Lakeside again.. This is absolutely ridiculous.
Dee Dee | Dec 15, 2008 | Reply
This company SUCKS with a capital “S”. Why would they say an item order was processed and then shipped for delivery and they turn around and say its been cancelled due to the item is no longer available. I was looking all over for this item and when I came upon this website, the watch was available, so I immediately placed the order. I found out today, 12/15/08, this item was cancelled and no longer available. The item was ordered November 22, 2008 and processed under my credit card immediately. It was suppose to be shipped to my address on 11/27/08 and received by 12/3/08. Now you can’t get in touch with anyone by phone nor get a response by emails quick enough, either(suppose to be a 24hr turnaround). Then I decided to check the status of this order, again and its been cancelled as of 12/8/08. Why can’t they count the number of items they have toward the number of orders they receive. I never write bad reviews about incompetent companies, but this upset me to no end. Lets see how fast they process my refund to my credit card. Don’t use these people! P.S. This was my 1st & last experience with the Lakeside Collection Online Store.
snow | Aug 29, 2009 | Reply
I placed my first order with this company in July. I had two items which were on backorder that I did not find out about until I received my e-mail confirmation of receipt of my order. I returned two items in the original box which was way to big for what I was sending back. However, I followed the instructions on the shipping receipt. I had to pay shipping charges because there was no UPS return label given to me. My shipping charges cost the same amount as the two items I sent back were worth. I should have just kept the two items but I really don\’t want them and I want them to be aware WHY I sent them back. I will NEVER order from them again.
T | Sep 24, 2009 | Reply
Hello, I just ordered 175.00 worth of items from Lakeside and was alitle leary due to the comments I read. I must say they sent me a conformation email right away. Also, one of my items was sold out and I was notified right away and not charged on my card for this item. Also recieved prompt shipping and notification of shipping. All of the items are better than expected in a faster time than expected. From the old emails maybe they have changed their ways of management but I would shop from them again and again. T
Melissa Martinez | Sep 29, 2009 | Reply
Dear Snow,
I would like to sincerely apologize for inconvenience you have experienced with our company in returning your merchandise and for the lack of information we provided you regarding the order. The Lakeside Collection strives to provide 100% customer satisfaction, and regret to have disappointed you.
I would like to reimburse you for the return shipping and handling costs you have incurred. Please email me your account and order information to help@lakeside.com and I will be more than happy to assist.
Sincerely,
Melissa Martinez
Customer Support Specialist
The Lakeside Collection