I'm finally taking the time to leave an honest review, since the owner recently asked customers to…read moredo so.
My experience with Lemon & Lavender has been disappointing, particularly given how the store presents itself.
The staff generally come across as friendly at first, but I've personally had a few interactions that felt condescending and, at times, borderline rude. I have never been rude to any of the staff myself, so I've often left the store wondering why the tone of some interactions felt the way they did.
One interaction in particular happened just the other day and has really stuck with me. I was paying for my purchase and jokingly said, "Don't you find this Needoh craze nutty?" This was after mentioning that I drive all over the city looking for Needohs for my child. The response I received, completely straight-faced, was essentially, "I wonder what's nuttier, the Needohs or the person running around the city."
I was genuinely stunned. She later said she was joking, and I didn't make an issue of it at the time. I actually laughed it off and said, "Oh, don't worry, I am nutty for running around the city." But after I left, I couldn't believe that someone would feel comfortable speaking to a customer that way, particularly when that customer is standing there spending $50 on toys.
And unfortunately, that isn't an isolated feeling. Almost every time I leave this store, I have the same thought: I don't really want to come back.
My other major issue is the pricing. I have actually taken the time to compare Needoh and squishy prices at different stores across Toronto, and Lemon & Lavender, along with Mood, consistently comes out among the most expensive places I have found. Some items are priced at roughly double, triple, or even more than what I have seen elsewhere.
I completely understand that an independent business has overhead and needs to make a profit. I have no problem paying somewhat more to support a local store. But there is a point where the markup becomes difficult to justify, especially when the same products can be found for significantly less elsewhere.
I also understand that Needohs aren't always easy to find. That is actually part of the problem. My child loves them, and when there is a particular Needoh they really want, sometimes Lemon & Lavender is one of the few places where I can actually find it. That puts parents in the position of either paying the significantly higher price or leaving without the item their child wants.
I have even had conversations in the store where I've mentioned that I find the prices expensive, only to have the staff immediately push back and tell me that it isn't true. But I have personally compared the prices at numerous stores. This isn't something I'm saying based on a feeling or assumption.
The other issue for me is the owner's use of Instagram. I understand that social media is personal, and I have sympathy for anyone dealing with difficult family circumstances or the challenges of running a small business. But the store's Instagram is also the public face of the business, and I personally find the frequent posts about personal conflicts, negative comments, other local business owners, family difficulties, childcare, and other personal matters very off-putting.
There have been instances where criticism or conflicts appear to be brought onto Instagram for thousands of followers to see, including calling out other businesses or people. Personally, I don't want to be involved in those kinds of personal disputes when I'm shopping at a children's toy and gift store.
And unfortunately, I experienced this side of things myself. I previously contacted the owner politely about an issue I encountered during an online Needoh drop. I wasn't demanding anything or looking for compensation. I simply wanted to let her know that there had been an issue during checkout. I was subsequently blocked.
That was particularly disappointing because constructive criticism and feedback are part of owning a business. I don't believe anyone deserves to be bullied or harassed, and I'm absolutely not advocating for that. But there is a big difference between bullying someone and politely pointing out a legitimate customer experience.
Overall, I think Lemon & Lavender has a great concept and clearly appeals to a lot of children and parents. My own child loves Needohs, which is unfortunately why I occasionally still find myself shopping there despite my reservations.
But between the prices, the customer-service experiences I've personally had, and the way the business is represented on social media, I have become much less inclined to support the store.
This is simply my honest experience. The owner has asked customers to leave reviews, and I believe reviews should include the good and the bad -- not just the ones that are flattering.
