Very poor online/phone-in customer service
Very poor customer service & experience. Attempted to place an order from the UK/London using their online form. At several points in the ordering process the customer provided information was lost or changed from that specified, for example, sympathy card became House warming card which at a charge of almost $8 one would expect a minimum professional standard to follow a basic instruction/selection. At a different stage in the ordering process it appeared that the card was not included as part of the order at all. At the final stage, Billing and Review page, phone numbers from outside the US could not be handled by their system. All of this took more than 30 - 40 minutes to figure out. Finally not being able to place the order online I resorted to phoning the store directly (I was by now quite invested in placing the order), really I shouldn't have bothered..... almost 20 minutes into the call, at my cost, the person at the other end was unable to progress the order, everything was moving at a glacial pace. Eventually I suggested that better customer service might be if they were to phone me back and that I continue to make the order at their cost when they returned my call. They confirmed they would do this immediately, although initially stated that they would call me back when they 'had a chance' because there were other customers in the store - clearly customers online or on the phone do not receive the priority that 'in-person' shoppers do. At more than an hour later when Lehere's did not return my call as promised. I made the order with a different online company, situated locally to Lehrer's whose online form was professionally formatted and had no difficulty in handling an order from the UK. Thoroughly frustrating and time-wasting effort on the part of this potential customer. Avoid using unless you can place your order in person.
To improve, this company needs to value its online and phone customers with the same priority it gives to its 'in-person' shoppers. The company needs to review its online platform for functionality and user satisfaction. There are many features that do not work as expected or at all!