Thank you for your recent online purchase. We appreciate your patronage here at Lord and Taylor. Order # [redacted]
First and foremost, I would like to apologize for the negative shopping experience. I have recently received your case...
regarding an order that you placed, but have ended up not receiving the refund for the returned merchandise. I’m so sorry for the trouble that this matter may of caused you.
Just if I may clarify the issue at hand – Due to the different billing and shipping address on this order, the DC automatically sends a replacement gift cards. Order’s that are placed with different bill to ship to addresses are treated as gift orders, and is why the replacement gift cards are sent.
Please be assured that I would be more then happy to complete this for you. I have will contact [redacted] for the request to have your replacement gift card funds applied to your [redacted] account today. Once [redacted] has confirmed the completion of the refund, I will inform you of that as well.
In addition to completing the refund adjustment, I’d like to forward you a $20.00 gift card as a sign of good faith for this ordeal. While I understand that this does not make up for the aggravation and time spent on this, I do hope that it will be a step in the right direction to restore your faith with us.
We truly appreciate your feedback and the time that you took to notify us of this experience. Please be assured that I have taken your comments and concerns and forwarded them to the appropriate department for review. With this, we will be able to prevent horrible ordeals like this from happening again the future and will better our online customer service so our customer’s will have a quick, efficient and pleasant experience.
Again, please accept my most sincere apologies for all the trouble that you have experienced in regards to this. I truly understand how frustrating this matter is to you and would like to assist in turning this experience into a more positive one anyway that I can.
Please feel free to contact me through e-mail or via phone and I will be more then happy to assist you.
Thank you so much for your time in regards to this… I hope to hear from you soon.
Warmest Regards,
Jahaira C
Customer Care Center Specialist
[redacted]
(###-###-####) USA
(###-###-####) Canada
Revdex.com:
I have received the desired outcome/settlement from the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Dear [redacted] Thank you for your recent online purchase. We appreciate your patronage here at The Lord and Taylor First and foremost, I would like to apologize for the issue that have occurred with your online orders. I can assure you that it was not our intent to disappoint you and will rectify the situation. I have recently received your case regarding your orders [redacted] and [redacted] for the Duffle Bag and on both orders this item is being in label of created status. I apologize that this item is being stuck both times. It is hard to explain where the issue had occurred whether at the distribution center or [redacted]. I have reached out to our Distribution center and have requested to look into the second order # [redacted] and see if they can ship this order as soon as possible. I will be updating you upon their response. Again, please accept my most sincere apologies for all the trouble that you have experienced in regards to this. I truly understand how frustrating this matter is to you and would like to assist in turning this experience into a more positive one anyway that I can. Thank you for your patience. Kind Regards, Neelam M[redacted] Service Excellence Specialist
Hello! I have researched your request with Lord & Taylor regarding the Price Adjustment from your order. For your records, the transaction details are below. I apologize for the delay and the frustration you encountered to have your request processed. The request has been expedited and you should see it today on your [redacted] account.
[redacted]
Bridgette Medium East West Saffiano Leather Tote ([redacted]) 268.50 to 161.10
Bridgette Medium East West Saffiano Leather Tote ([redacted]) 268.50 to 161.10
For more questions or concerns, please feel free to contact me through e-mail or via phone.
Phone: Lord & Taylor ###-###-#### Tuesday-Friday 9am -4:00pm
As always, thank you for your loyalty and support of Lord & Taylor
Warmest Regards,
Joan H[redacted]
Service Excellence Support Analyst
[redacted]
Hello,Our Service Excellence team issued the customer a giftcard for $25, sent out on June [redacted]. It takes 7-14 days to receive this card from the USA to Canada.As for the $100 credit to the customers credit card, this transaction was completed on June [redacted] by our Sales Audit team. If you have any further questions regarding not seeing the credit post, please contact your bank. Please use [redacted] from our Service Excellence Team, ###-###-####, as your contact going forward, not the Revdex.com.Thank you.[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I appreciate Lord and Taylor's swift response and offer of a gift card, but unfortunately the issue remains unresolved. Their email expresses an apology and gift card offer. It does not mention how or when my issue will be resolved. I have not received a refund on my credit card for items returned via mail 5/**/16. My address is [redacted]. Thanks, [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Dear [redacted], Thank you for contacting Lord & Taylor. I have recently received your case regarding an issue with receiving a credit you were to receive with an order you’ve placed online. As a result of this, you had called into our Customer Service Center and was...
unable to receive resolution for this matter. Please let me extend my most sincere apologies for the frustration and time spent in regards to this matter. Please be assured that I have taken all of your comments and concerns into consideration and have forwarded them off to the appropriate departments for review. With your feedback, we can help mold our customer service and systems into a more efficient and customer-friendly experience so that aggravation ordeals like this will not happen again. I have looked into this issue and see that this had been inputted on our Manual Spreadsheet for our Sales Audit Team to complete on 1/**/2017. They do have noted that 3 transactions had been completed on 2/*/2017 in the amount of $8.48 each, totaling $25.44. Please be advised, because they are 3 separate transactions, you will see it as 3 credits for $8.48. I have emailed our Sales Audit Team to look into this since you are not seeing the credit on your Lord & Taylor Credit Card account. I greatly apologize for all the frustrations this had caused. As soon as I hear back from Sales Audit, I will reach out to you. Please be advised that they are here Monday-Friday so I should receive a response as early as Monday. Again, please accept my most sincere apologies for all the trouble that you have experienced in regards to this. I truly understand how frustrating this matter is to you and would like to assist in turning this experience into a more positive one anyway that I can. For more questions or concerns, please feel free to contact me through e-mail or via phone and I will be more then happy to assist you. Thank you so much for your time in regards to this. Warmest Regards, Jenn Jennifer S[redacted] Service Excellence Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I have not received any credits from these orders let alone the few that you are pointing out. Additionally, the few credits you mention wouldn't even nearly reimburse me for the merchandise I've returned. This matter has now been outstanding for far too long considering I've had it escalated numerous times. When I purchase the clothing the expectation, rightly, is for me to pay immediately. Why is it that when I return the merchandise, I have to jump through hoops to get money back that I'm rightly owed for the merchandise? I relied on getting back this credit in due time and am still out that money well over one month later. My next step is to contact the FTC and my attorney general as well as dispute the original charge on my credit card since your company is not making this right. I expect the money I am owed credited back to my account already this is a terrible customer experience. I've purchased and returned from numerous retailers in the same time I'm dealing with this without any issue this is wrong.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Thank you for providing me with this basic information; it is much appreciated.I must say this is a terrible system, of customers must jump through hoops to find this out.I also must say this is a terrible return policy. Had I read the policy before, I wouldn't have wanted to make the purchase. I wrongfully assumed that the return policy of Lord & Taylor was comparable to those of [redacted] where I usually shop.I tried to return my items at a store a long time ago, but I was unable to, and I did not fight it then because I thought I had a long time left to make the return (as that would have been true with any other department store). A good return policy is the first thing I look for when shopping, as I am a very big shopper and I order things daily.I thank you for saving me from shipping these items without realizing the massive loss I would have suffered had I done so, as your customer service team had encouraged me to do blindly.If this is the only refund I can get for items purchased less than a year ago which are unworn with all their tags/boxes, I will not be shopping at Lord & Taylor anymore.I thank you for saving me from shipping these items without realizing the massive loss I would have suffered had I done so, as your customer service team had encouraged me to do blindly.If this is the only refund I can get for items purchased less than a year ago which are unworn with all their tags/boxes, I will not be shopping at Lord & Taylor anymore.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Hello! I have researched your request with Lord and Taylor a credit for $ 60.00 has been issued to the original tender. Please allow three to five business days for the credit to post to your account. The transaction number is [redacted]
Thank you for your loyalty and continued support of Lord and Taylor.
Kind Regards,
Heather L[redacted]
Service Excellence Specialist
[redacted]
I am writing in regards to the damaged order you received. First and foremost I greatly apologize for the inconvenience that you have had with this order. We at Lord and Taylor strive to give our customer’s the highest level in customer service and...
I apologize that you have not received that. I have sent to have your account promptly credited for the order. I have sent this to my upper management so they are aware of what happened with your order. As a token of an apology for the trouble and aggravation, I would like to forward you a $30.00 gift card. While I am aware that this does not remedy the horrible experience, I do hope that it will be a step in the right direction in restoring your faith. If you would be so kind, please provide a valid mailing address that I may forward this out to you as soon as possible.
Again, please accept my most sincere apologies for all the trouble that you have experienced in regards to this. I truly understand how frustrating this matter is to you and would like to assist in turning this experience into a more positive one anyway that I can. For more questions or concerns, please feel free to contact me through e-mail or via phone and I will be more then happy to assist you.
Thank you so much for your time in regards to this.
Warmest Regards,
Heather L[redacted]
Service Excellence Specialist
Lord and Taylor | Hudson’s Bay Company
Phone: (###-###-####) USA
Phone ( ###-###-####) Canada
Email: [redacted]
Dear [redacted],
Good Afternoon!
Thank you for your recent online purchase. We appreciate your patronage here at Lord and Taylor. Order # [redacted]
First and foremost, I would like to apologize for the negative shopping experience. I have recently received your case...
regarding an order that you placed, but have ended up not receiving the refund for the returned merchandise. I’m so sorry for the trouble that this matter may of caused you.
Just if I may clarify the issue at hand – Due to the different billing and shipping address on this order, the DC automatically sends a replacement gift cards. Order’s that are placed with different bill to ship to addresses are treated as gift orders, and is why the replacement gift cards are sent.
Please be assured that I would be more then happy to complete this for you. I have will contact [redacted] for the request to have your replacement gift card funds applied to your [redacted] account today. Once [redacted] has confirmed the completion of the refund, I will inform you of that as well.
In addition to completing the refund adjustment, I’d like to forward you a $20.00 gift card as a sign of good faith for this ordeal. While I understand that this does not make up for the aggravation and time spent on this, I do hope that it will be a step in the right direction to restore your faith with us.
We truly appreciate your feedback and the time that you took to notify us of this experience. Please be assured that I have taken your comments and concerns and forwarded them to the appropriate department for review. With this, we will be able to prevent horrible ordeals like this from happening again the future and will better our online customer service so our customer’s will have a quick, efficient and pleasant experience.
Again, please accept my most sincere apologies for all the trouble that you have experienced in regards to this. I truly understand how frustrating this matter is to you and would like to assist in turning this experience into a more positive one anyway that I can.
Please feel free to contact me through e-mail or via phone and I will be more then happy to assist you.
Thank you so much for your time in regards to this… I hope to hear from you soon.
Warmest Regards,
Jahaira C
Customer Care Center Specialist
[redacted]
(###-###-####) USA
(###-###-####) Canada
[redacted]
Revdex.com:
I have received the desired outcome/settlement from the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Hello,A giftcard was sent out to customer for $50.00, [redacted] tracking # is [redacted].Thank you.[redacted]
Dear [redacted] Thank you for your recent online purchase. We appreciate your patronage here at The Lord and Taylor First and foremost, I would like to apologize for the issue that have occurred with your online orders. I can assure you that it was not our intent to disappoint you and will rectify the situation. I have recently received your case regarding your orders [redacted] and [redacted] for the Duffle Bag and on both orders this item is being in label of created status. I apologize that this item is being stuck both times. It is hard to explain where the issue had occurred whether at the distribution center or [redacted]. I have reached out to our Distribution center and have requested to look into the second order # [redacted] and see if they can ship this order as soon as possible. I will be updating you upon their response. Again, please accept my most sincere apologies for all the trouble that you have experienced in regards to this. I truly understand how frustrating this matter is to you and would like to assist in turning this experience into a more positive one anyway that I can. Thank you for your patience. Kind Regards, Neelam M[redacted] Service Excellence Specialist
Tell us why here...
Dear [redacted]...
[redacted], �...⇄ Date: 8/**/2016
Hello! I have researched your request with Lord & Taylor regarding the Price Adjustment from your order. For your records, the transaction details are below. I apologize for the delay and the frustration you encountered to have your request processed. The request has been expedited and you should see it today on your [redacted] account.
[redacted]
Bridgette Medium East West Saffiano Leather Tote ([redacted]) 268.50 to 161.10
Bridgette Medium East West Saffiano Leather Tote ([redacted]) 268.50 to 161.10
For more questions or concerns, please feel free to contact me through e-mail or via phone.
Phone: Lord & Taylor ###-###-#### Tuesday-Friday 9am -4:00pm
As always, thank you for your loyalty and support of Lord & Taylor
Warmest Regards,
Joan H[redacted]
Service Excellence Support Analyst
[redacted]
Hello,Our Service Excellence team issued the customer a giftcard for $25, sent out on June [redacted]. It takes 7-14 days to receive this card from the USA to Canada.As for the $100 credit to the customers credit card, this transaction was completed on June [redacted] by our Sales Audit team. If you have any further questions regarding not seeing the credit post, please contact your bank. Please use [redacted] from our Service Excellence Team, ###-###-####, as your contact going forward, not the Revdex.com.Thank you.[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I appreciate Lord and Taylor's swift response and offer of a gift card, but unfortunately the issue remains unresolved. Their email expresses an apology and gift card offer. It does not mention how or when my issue will be resolved. I have not received a refund on my credit card for items returned via mail 5/**/16. My address is [redacted]. Thanks, [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Dear [redacted], Thank you for contacting Lord & Taylor. I have recently received your case regarding an issue with receiving a credit you were to receive with an order you’ve placed online. As a result of this, you had called into our Customer Service Center and was...
unable to receive resolution for this matter. Please let me extend my most sincere apologies for the frustration and time spent in regards to this matter. Please be assured that I have taken all of your comments and concerns into consideration and have forwarded them off to the appropriate departments for review. With your feedback, we can help mold our customer service and systems into a more efficient and customer-friendly experience so that aggravation ordeals like this will not happen again. I have looked into this issue and see that this had been inputted on our Manual Spreadsheet for our Sales Audit Team to complete on 1/**/2017. They do have noted that 3 transactions had been completed on 2/*/2017 in the amount of $8.48 each, totaling $25.44. Please be advised, because they are 3 separate transactions, you will see it as 3 credits for $8.48. I have emailed our Sales Audit Team to look into this since you are not seeing the credit on your Lord & Taylor Credit Card account. I greatly apologize for all the frustrations this had caused. As soon as I hear back from Sales Audit, I will reach out to you. Please be advised that they are here Monday-Friday so I should receive a response as early as Monday. Again, please accept my most sincere apologies for all the trouble that you have experienced in regards to this. I truly understand how frustrating this matter is to you and would like to assist in turning this experience into a more positive one anyway that I can. For more questions or concerns, please feel free to contact me through e-mail or via phone and I will be more then happy to assist you. Thank you so much for your time in regards to this. Warmest Regards, Jenn Jennifer S[redacted] Service Excellence Specialist
Hello,The customer has been refunded the $100.00 and our Service Excellence team is sending a $25.00 giftcard as an accommodation.Thank you.[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I have not received any credits from these orders let alone the few that you are pointing out. Additionally, the few credits you mention wouldn't even nearly reimburse me for the merchandise I've returned. This matter has now been outstanding for far too long considering I've had it escalated numerous times. When I purchase the clothing the expectation, rightly, is for me to pay immediately. Why is it that when I return the merchandise, I have to jump through hoops to get money back that I'm rightly owed for the merchandise? I relied on getting back this credit in due time and am still out that money well over one month later. My next step is to contact the FTC and my attorney general as well as dispute the original charge on my credit card since your company is not making this right. I expect the money I am owed credited back to my account already this is a terrible customer experience. I've purchased and returned from numerous retailers in the same time I'm dealing with this without any issue this is wrong.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Hello,Our Service Excellence team spoke with the customer and the refund was given. The customer was content with the resolution.Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Thank you for providing me with this basic information; it is much appreciated.I must say this is a terrible system, of customers must jump through hoops to find this out.I also must say this is a terrible return policy. Had I read the policy before, I wouldn't have wanted to make the purchase. I wrongfully assumed that the return policy of Lord & Taylor was comparable to those of [redacted] where I usually shop.I tried to return my items at a store a long time ago, but I was unable to, and I did not fight it then because I thought I had a long time left to make the return (as that would have been true with any other department store). A good return policy is the first thing I look for when shopping, as I am a very big shopper and I order things daily.I thank you for saving me from shipping these items without realizing the massive loss I would have suffered had I done so, as your customer service team had encouraged me to do blindly.If this is the only refund I can get for items purchased less than a year ago which are unworn with all their tags/boxes, I will not be shopping at Lord & Taylor anymore.I thank you for saving me from shipping these items without realizing the massive loss I would have suffered had I done so, as your customer service team had encouraged me to do blindly.If this is the only refund I can get for items purchased less than a year ago which are unworn with all their tags/boxes, I will not be shopping at Lord & Taylor anymore.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Tell us why here...
Dear [redacted]
Hello! I have researched your request with Lord and Taylor a credit for $ 60.00 has been issued to the original tender. Please allow three to five business days for the credit to post to your account. The transaction number is [redacted]
Thank you for your loyalty and continued support of Lord and Taylor.
Kind Regards,
Heather L[redacted]
Service Excellence Specialist
[redacted]
Tell us why here...
Good Afternoon,
I am writing in regards to the damaged order you received. First and foremost I greatly apologize for the inconvenience that you have had with this order. We at Lord and Taylor strive to give our customer’s the highest level in customer service and...
I apologize that you have not received that. I have sent to have your account promptly credited for the order. I have sent this to my upper management so they are aware of what happened with your order. As a token of an apology for the trouble and aggravation, I would like to forward you a $30.00 gift card. While I am aware that this does not remedy the horrible experience, I do hope that it will be a step in the right direction in restoring your faith. If you would be so kind, please provide a valid mailing address that I may forward this out to you as soon as possible.
Again, please accept my most sincere apologies for all the trouble that you have experienced in regards to this. I truly understand how frustrating this matter is to you and would like to assist in turning this experience into a more positive one anyway that I can. For more questions or concerns, please feel free to contact me through e-mail or via phone and I will be more then happy to assist you.
Thank you so much for your time in regards to this.
Warmest Regards,
Heather L[redacted]
Service Excellence Specialist
Lord and Taylor | Hudson’s Bay Company
Phone: (###-###-####) USA
Phone ( ###-###-####) Canada
Email: [redacted]