Caden Lane Reviews 1,864

Caitlin was excellent she listened to my issue and resolved it quickly. She is very professional and valued me as a customer. So happy with the outcome. Highly recommend Caden Lane. Thank you!

Made an error on the personalization. Emailed the Site one minute after sending in the order to ask to have an apostrophe removed. Their response was unable to help you already In production. There is zero chance production started one minute after I placed the order. I am a business owner if I operated like this I would be out of business. I will reorder from another company, it’s not the loss of $35.00 it is horrible customer service

I forgot to put the name and they reached out to me quickly to resolve the order and were so nice!

They took about 10 days just to process my return while boldly advertising 1–3 business days on their website — an outright lie. I had to chase them relentlessly with multiple emails just to get store credit, which arrived so late that I missed Black Friday and the item I wanted was sold out. Completely unacceptable.

The moment I asked for my actual money back, there was dead silence. If they don’t like what you’re asking, they simply ignore you — exactly as other reviews warned. They don’t honor their own policies, have zero respect for customers, and seem perfectly comfortable holding your money hostage.

Do yourself a favor and shop literally anywhere else. I will never, ever order from this company again.

First time ordering from here and it was great. Had a problem with my order and customer service were so great in helping me out. Made everything right and on time.

The quality of the pajamas are very good; however beware of backorders and poor customer service. I have placed 2 orders recently. Both of which I paid for expedited shipping on. One backorder was 2 months. This last order was 1 month and I ended up cancelling in as it wouldn't arrive on time (birthday pajamas for my daughter's birthday). I ordered a replacement item and paid a total of $45 for expedited and express and asked that they credit one of the shipping fees due to the issues and they refused. I won't order from here again. They also bury shipping protection as a hidden cost. You also cannot reach them via phone.

Amazing to work with! Prompt in their reply. One of the many reasons I am a returning customer ☺️

I have placed several orders and I had one return. Wonderful company to work with and beautiful clothing. The material is so soft and after numerous washes, the outfits still look good.

Website is unclear and customer service is terrible! Ordered a personalized ornament for my grandson. Their site does not indicate that they will automatically add an ‘s to the end of the name and the ornament arrived with ‘s ‘s ! They refused to fix it . They lost a customer over $23! Stay away ..

I love shopping at Caden for my son and for gifts. The styles and quality are the best and they provide attentive and helpful customer service. They make it easy.

I received a mailer from this company and decided to order the colorable pajamas. About 2 hours after I placed my order my daughter told me I should have gotten a 4T instead of 3T. It was then that I discovered there is no phone number for this company but they had been bombarding me with texts so I texted them to ask if they could change the size of the pajamas before it shipped. I received a text back saying they would get back to me shortly and they would look into changing the size. This was all within a couple of hours after I placed the order. A day later I received an email saying they were sorry but my order had already shipped and it was too late to change it. Oddly enough, a few hours after I received that email I also received a text saying my order was "about to be shipped" and I should get excited. Obviously I found that odd and very disappointing since I had already been told my order was shipped. So I emailed again and that was when I was informed that they don't do exchanges but that I could return the pajamas for a store credit. So I thought "Okay, as long as I can get them in the next size up, no big deal." They provided a return mailing label and I sent the pajamas back. That was over a week ago. I kept checking my account for the store credit but as of today, 12/3, it still isn't there. I emailed them again and asked when I could expect it. They replied that they had received the return and I needed to be patient because all of their elves are busy with holiday orders but yes, I will get the store credit. In the meantime, I've had the replacement order in my "cart" on their web site ready to go but I am waiting for the store credit to purchase them because the last thing I want to do is pay for them again and then have store credit sitting there unused when all I wanted was an exchange in the first place. There is nothing else from this company that I am interested in.

So it is now 12/3 and the two items I wanted to give to my grandson for Christmas are now back ordered until February but I am constantly receiving texts about what a great sale they are having and I better order. I emailed again and told them that I was frustrated with this whole thing and that if they had a phone number, this whole situation could have been avoided. I received a response saying they had "elevated" my case. A lot of good that did because after telling me that, the next email says I have to be patient and they will process my return within 5 days now.
Even when I was trying to place my order things were a bit odd. I had everything in my cart online and was about to order when I received a text telling me I should respond to the text because they could finish my order with a "VIP" discount. I thought that would be great so I went for the VIP offer. As it turned out, it was less than what they were offering on their web site!

The fact that you cannot get in touch with this company other than through email or text is extremely frustrating and disappointing. I am still waiting for the store credit and once I do finally get it, the pajamas I originally was so excited to get for Christmas will no longer be a choice. Yes, I can order them and wait for the back order but that isn't the point. The whole reason for my order was for it to be a Christmas gift and now that option is gone. Doing business this way is ridiculous in this day and age. I am not even sure if I am actually dealing with a real human being or AI at this point because I keep getting told different things about my order and my return. I don't know about the "wonderful" customer service some people claim they are getting from this company but it certainly has not been my experience. I wish I had investigated them before I went through with this purchase. If you are planning to purchase from them I hope you are 100% sure that you are comfortable with the size of what you are ordering and that you review your order in detail before you hit that send button because if you encounter any issues afterwards, you are in for a bad experience.

As much as I wanted to like Caden Lane, they ignored my special request to make sure the name on a colorable, personalized was printed in all capital letters. The online system would not allow me to change the type myself.
Customer service responded that since this wasn’t a production error, they would not redo the product. I agreed that this wasn’t a production error, it was a company error for not heeding their “special instructions” box.
Caden Lane promises a wonderful product…and places an emphasis on taking great care with children’s items.
I ordered three personalized pillowcases.
Two of them they got correct, the third they did not. These mistakes are recognized by siblings when receiving gifts.
I will not order from this company again.

I accidentally ordered the wrong size, and customer service was amazing, helping me get the right size before my order shipped!

I made a mistake in my order and needed to cancel after it had gone through. I emailed customer support and immediately got an automated response that was relevant to my issue letting me know someone would be in contact. This was on a Sunday when customer support was closed. On Monday morning I already had a refund of my order and a kind personal email letting me know the cancellation had gone through. I'll definitely be ordering from Caden Lane in the future knowing how great their customer service is.

The customer service team responded very quickly. They did what they said and confirmed and even sent me a picture so show me what the confirmation. The easiest I have ever dealt with when it comes to this. Thank y'all so much!

Merchandise is adorable, customer service is exceptional.

I bought sibling matching pajamas and my son’s got holes in both the shirt and the pants after being work one time and not even washed. They also stain easily and the stains do not come out. You’re better off ordering some regular cotton pajamas. The quality is very disappointing and they do not stand behind their products when contacted with issues.

Caitlin emailed back quickly to my request. She was very helpful to uodate my cart.

When I ordered the item i immediately realized I had sent it to my address instead of my daughters. It was after hours but I sent an email explaining the situation. I got a response asking for the new address and the item was shipped to the correct address. There were multiple interactions with Caitlin who was so sweet and helpful. The customer service was above and beyond. The products are also amazing.

I purchased four items from Caden Lane and two ended up being on backorder, but the customer service was excellent. They responded the same day and resolved the issue almost instantly. Everyone I interacted with was pleasant, helpful, and provided great customer service throughout. Highly recommend!