Woman from Atlanta shares disappointment over her $450 purchase from Lola Blankets: ‘Give me replacements or give my money back’
They had to be swift about their crisis management.
Allie Neuzil (@alexanderevilgenius) from Atlanta, Georgia, shared her experience with Lola Blankets. After posting a negative review of the product she received, Neuzil alleged that the company now refuses to send her a replacement.
“Last week I posted a TikTok about the quality of my most recent Lola Blanket purchase,” Neuzil said. She reviewed the item and said it looked “thinner, significantly” than her previous purchases. Moreover, she also alleged that the blanket “sheds everywhere.” Despite her dissatisfaction, Neuzil said Lola Blankets reached out that same day via direct message and offered to fix the issue by sending replacements.
“I got confirmation emails that the replacement blankets were on the way. The next day, their CEO emailed me, asking me to take down my TikTok, and I said no, and then my replacement got canceled,” Neuzil alleged. The influencer and popular NFL WAG said she has been buying the blankets for the past year. She’s been placing different Lola Blankets on different cushions in her home and showcasing them on TikTok. In some of these videos, she said she even ordered Lola Blankets for her mother-in-law and mother for Mother’s Day.
“I have never had a problem with them until this most recent order. Every single one of them was purchased with a discount code,” she clarified. Neuzil said she has never paid more than 60% of the full price, yet the quality has remained consistently thick, plush, and soft.
“I decided when I got my most recent shipment that I was gonna unbox them on camera, because I was already anticipating this quality issue,” Neuzil said. She has seen other content creators complain about their Lola Blankets and report the alleged substandard quality. When Neuzil unboxed her shipment, she also had an issue with the new Lola Blankets.
What happened to the blankets?
“I have a friend who works in this industry, and she understands manufacturing, sourcing,” Neuzil claimed. She posted a screenshot of their messages, and her friend theorized that the brand found a different, cheaper manufacturer, which caused the shift in blanket quality. While companies stand to profit, the consumer can be disgruntled by the change. Another man from Virginia crashed out when his favorite creamer brand made a small packaging change, and he believes the motive is a higher profit margin.
“Now, Lola, I don’t know. I don’t have your supplier contracts in front of me. What I do know is that I have my old Lola Blankets and I have my new ones,” Neuzil said. Regardless of the theory, Neuzil said she subsequently received a replacement blanket offer as damage control. However, she also posted a screenshot of an email, allegedly from the co-founders of Lola Blankets.
“However, because that information is not accurate and has caused confusion among our customers, we kindly ask you remove the video and allow us the opportunity to resolve this directly with you,” the co-founders allegedly wrote. In the statement, they also denied selling “lower-quality blankets” during sale periods.
Neuzil thanked Lola Blankets for offering replacements. However, she refused to take down her review video. In her response email, she said the review reflects her “genuine observations and opinions as a customer.” Furthermore, Neuzil also said it’s crucial for her to “maintain authenticity” with her social media followers. While she told the co-founders that she would update her review once she receives the replacement blankets, she still didn’t want to retract her initial experience with the product.
Lola Blankets salvaged the situation
“But now, my order is canceled, coincidentally after a few days after I told the CEO that I wouldn’t delete my TikTok,” Neuzil claimed. She clarified that she didn’t intend to smear the company or get anything from them except the $450 blankets she ordered and paid for. “That’s almost $1,000 for two blankets to come in and be pieces of s***? Give me replacements, or give me my money back,” Neuzil said.
In a follow-up TikTok, Neuzil posted a new email from Lola Blankets. They offered a full refund of her purchase. They also denied her request to cancel the replacement blankets, turning it into a “special package with additional blankets.” But Neuzil isn’t the only customer who felt betrayed, despite showing loyalty to a brand. Another man, who has been a loyal American Express customer, lashed out after they canceled his travel card a few days before his trip.
Have a tip we should know? [email protected]
Follow The Mary Sue:
