Lord & Taylor

Review: I purchased order with Lord & Taylor on October**, 2014. Included in the order was 2 day shipping. Accordingly, I was e-mailed a shipment notice and tracking number with [redacted] on October**, 2014. However,since then I have not received this package with any of the products. Every time you click the tracking for the shipment it says that a "Label was Created" and the shipment information was sent to [redacted]. However, there is no delivery time and it is apparent that the merchandise was never shipped. Consequently, on October**, 2014, I contacted Lord & Taylor by telephone and e-mail and told them that I did not receive my package. Both instances they informed that they will open a "case" with their Service Excellence Team and they would investigate with [redacted] and would contact me within 1 to 8 business days. However, the e-mail said that it would take up to 21 business days to have a resolution. On November*, 2014, I still did not hear from anyone at Lord & Taylor and did not receive my package, so I placed a call to the customer service representative and they said they still don't see anything but someone will get back to me in 21 business days. I told her this is not fair because I obviously did not receive my product, no none has contacted me, and I should be able to receive a refund on the order. She said it is out of their hands once it goes to the Service Excellence Team. On November**, 2014, I still did not receive a call from anyone and did not get my package. I then called Lord & Taylor for the 3rd time and restated my situation and this representative said that she would look into it and give me a call. She hasn't called.

Today is November[redacted], and it has been 26 days since I placed the order, and I just want to be refunded. It is unfair that I should have to wait this long to be refunded my money when I obviously did not receive any merchandise. There has been a lack of communication from the company and there should be a policy wherein consumers get refunded their money promptly, especially when the problem is not their fault.Desired Settlement: I just want to be refunded the $140.23.

Business

Response:

Hello,Our Service Excellence team is handling the issue. They have opened a claim with [redacted] and are refunding the customer. They will email the customer the receipt copy of the credit.Thank you.This case is closed.[redacted]

Consumer

Response:

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,

Review: I was trying to order from the online system. Kept telling me the order "did not process". I now have over 1633.92 in unauthorized charges on my card. I confirmed with their own customer service reps no orders went through and was GUARANTEED the money would be back in my account in three days. In three days I was told five days. It has now been five days and the rep I just spoke with on the phone didnt know what he was talking about. I had to walk him through the process.

YOU ARE UNLAWFULLY HOLDING MY MONEY, I want my refund NOW. I am going to be late with bills bc of their system.Desired Settlement: I NEED MY REFUND NOW IT HAS BEEN OVER A WEEK. I cannot pay my bills because of this.

Business

Response:

Hello,

Our Service Excellence team will be contacting the customer to have the authorization holds removed from her account. They are also offering her a $25 giftcard for her troubles.

Thank you.

Consumer

Response:

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,

Review: I placed and online order on 10/*/14 and charged it to my Lord & Taylor Credit Card. After receiving the merchandise I returned a few items back to the company and did not receive a refund back to my credit card for them.

Instead they sent me a gift card for the total amount ($219.93). I contacted the company and requested a cancellation of gift card and a charge back on to my credit card. This was around 12/**-12/**. The representative cancelled the gift card and said it would take no more than 20 days to get credited to my account.

It never was.

I called on 1/*/15 to say it was still not on my card, they said they were going to expedite the process since it was over 20 days and it would be charged back in 2 business days- Still hasn't been

I called again on 1/**/15, representative said they would have a [redacted] ([redacted] was the name they gave me) email me the confirmation by the end of the day that it has been charged back to my account by the end of the day. I received no email and still have not been credited.

I called again on 1/**/15, representative would not allow me to speak to a [redacted] but said that within the hour her [redacted] ([redacted]) would perform the charge back on my credit card. Still have not received the charge back nor have heard from anyone.

Called again on 1/**/15 same response someone will contact you and charge back your card, and still nothing.Desired Settlement: I want the total of the returned merchandise credited back to my Lord & Taylor credit card $219.93

Business

Response:

Hello,Our Service Excellence team is crediting the customer's card back the amount of the giftcard, $219.93. Thank you.[redacted]

Review: I ordered a pair of boots. My order was delivered and it was the wrong pair of shoes. Customer Service was no help.Desired Settlement: I would like a refund for shipping and a discount for the inconvenience.

Business

Response:

Hello, Our Service Excellence team will reach out to the customer and have the shipping refunded and a 25% discount off of their order.Thank you.[redacted]

Review: On 08/**/2014 I tried to purchase online web ID [redacted] MICHAEL MICHAEL KORS Striped Maxi Dress in Pink size XL. The advertising price was $34.05, the black was $59 and the navy was $44.70 but did not have my size. I added the item to my cart along with other items that I had in my cart and it showed the sale price, but in the total said $59. over the product item it says sale $34.05 I tried to online chat and call customer service but could not reach anyone. so I proceeded to check out, every time I entered my billing address the web page kicked me out and made me re enter the information over and over again I could not go further than that page. I tried for hours I finally went to bed at 3:30 am eastern. This morning at 8:30 the price of the dress now says $59.00. I spoke to [redacted] on the online chat this morning and this is what she said: [redacted] I apologize, the MICHAEL MICHAEL KORS Striped Maxi Dress has a color sale on it. The Navy is $44.77 and the blue and pink are $59.70 and they are the prices we would be able to honor at this time. If it was showing at $34.05, it is not the price any longer and we would not be able to give you that pricing.

You: that is unacceptable because the pink was that pricing and your website was not working I tried to contact your customer service department but you were closed I need to speak with a supervisor, it is not my fault that your website was malfunctioning.

[redacted]: I apologize, our Customer Service number is ###-###-#### and they are open 24 hours a day. We strive for accuracy in our advertising; however, there are times which errors occur relating to product descriptions, pricing and availability.Desired Settlement: I want to purchase the dress at the advertised price of $34.05, I don't think that a company should allow customers to purchase things at the advertised price.

Business

Response:

Hello,

Our Service Excellence team has reached out to the customer and offered to have an order placed for the dress for $34.05.

Thank you.

Consumer

Response:

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]

The business emailed me and advised that they were not going to honor the price of the dress, and indicated that they reserved the right to change pricing whenever. They were untruthful in stating that they were reaching out to me so that I could purchase the dress for $34.05, that is why I do not accept. They will not allow me to purchase the dress for that price. The business completely lied to the Revdex.com.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello,

Yes, the customer WAS in fact offered the price match.

Email from [redacted], our Service Excellence member to the customer on 8/**/2014 is below:

Good Afternoon,

I am writing in regards to the Michael Michael Kors dress

that was advertised for 34.05. I greatly apologize for the inconvenience that

you have occurred with this. I will be more than happy to honor that price, if

you have placed an order already I just ask that you provide me with the order

number and I will promptly have the adjustment made. I look forward to hearing

back from you soon, thank you for being a valued customer with Lord and Taylor.

Kind Regards,

Lord and Taylor | Hudson’s Bay Company

Please reply back to Heather as directed in her email in order to get the adjustment.

This case is closed.

Thank you.

Review: TRIED TO SHOP ON THE WEBSITE OVER THE WEEKEND TO TAKE ADVANTAGE OF SUMMER SALES

[redacted]THE SUB-PAR IT CHECK OUT WAS NOT SMOOTH

[redacted]NONE OF THE ITEMS SHOWED UNAVAILABLE UNTIL CHECK OUT AFTER BC INFO HAD BEEN SUBMITTED

[redacted]TRIED TO REMOVE THE UNAVAILABLE ITEMS AND REPLACE--->LOW AND BEHOLD THOSE ITEMS TO WERE UNAVAILABLE AFTER I SUMITTED THE BC CHARGES

[redacted]SO ENDED UP W/ NOTHING AND SENT CUSTMER SVC A MESSAGE THAT THE LORD/TAYLOR IT-DEPT IS OVER PAID

[redacted]THAT WAS A HORRID EXPIERNCE THAT I NEVER HAVE @YOUR COMPETITORS

[redacted]NOW I'M UP AND CHECK BY ACCOUNT AND THERE IS A PENDING CHARGE

LORDANDTAYLOR.COM NY NY US Clothing -$40.69

[redacted]Not much money Except I have no PENDING ORDER FROM THIS MERCHANT

[redacted]I DO NOT KNOW HOW MANY MORE TIMES I WILL BE HIT W/FRAUDULANT CHARGES FROM THIS MERCHANTDesired Settlement: DROP THE CHARGES..... NO I'M Not WAITING 'TIL IT DROPS NOR SHOULD I HAVE TO CONTACT MY BANK MYSELF and EXPLAIN

Have your responsible parties contact my bank and say you made a mistake and will never make false charges again b/c my info is being wiped from the data base.

Business

Response:

Hello,

I apologize that your card has a pending authorization hold on it from our website. Unfortunately, there is no way to stop this from happening, since the system automatically charges the card when orders are placed(or in your case attempted to be placed). It should take 3-5 business days for the authorization hold to "drop off" of your account.

Thank you and I apologize for any inconvenience.

This is a warning. I made a purchase online. The same day payment was taken from my account. Lord and Taylor prepared a shipping label and did no more. That was 31 days ago. They will not assist me in a refund of my money. I've called and spoken to customer service seven times to no avail. I've emailed four times. Essentially, I've been told I need to wait and hope it will be resolved sometime in the future. Do not shop with this retailer. I feel as if I've been robbed!

Review: This all started when one of my friends gave me a $40 gift card from Lord & Taylor. Then I got an email from L&T saying that the were having a friends and family sale. So, around 12/**/15, I tried to place an online order for $53.55. I put in the gift card as payment, then tried to put the remaining $13.55 on my credit card. The system kept telling me that the amounts of the two forms of payment didn't add up to the total amount of the order... but $13.55 +$40 does equal $53.55, so I couldn't figure out what the problem was.

So, I called L&T's customer service. She tried to put the order through for me and said that my credit card was being denied. We tried one card after the other and the $13.55 charge was denied on all of them. Then for some reason, she decided to remove the gift card from the form of payment and the entire $53.55 was charged to my card. Then we checked the balance on my gift card and it was zero. So, paid for the entire order and got nothing for my gift card. The agent offered to send me a new $40 gift card, but I told her that the purpose of the order was to use the gift card I had, so I don't want another gift card. Then she said that the group that reconciles accounts would put a $40 credit back on my credit card and I accepted that.

When I got the order by email, I was dismayed to see that she had spelled my last name incorrectly; [redacted] instead of [redacted]. And she had entered my address incorrectly. I don't know how many times I told her that my last name is spelled * as in [redacted], *, capital * as in [redacted]. How did that turn into a B? And I kept telling her that the name of my street is two words, [redacted] and [redacted]. I wonder if the payments weren't going through because she spelled my name wrong. And I'm almost certain this is why she couldn't find my L&T account.

Between the online system and the telephone ordering, I had spent 90 minutes trying to place this order #[redacted].

I kept watching my credit card for the $40 credit and it never appeared. So, around 12/**/15 I sent an email to L&T explaining this case and asking the status of the $40 credit. I an email from Felicia C with a case #[redacted] that said I would hear back 7 to 14 days.

On 1/*/16, I called L&T customer service to ask the status of the $40 credit. The agent told me that it was in process and I should see it on my account in 2 to 3 business days.

I checked my credit card balance today (1/**/16) and the credit had not been issued. So, I called customer service again. They said that the case number I had was for someone else. Then they looked-up my order and told me that they had sent me a new gift card. I told that that "the last thing I want is a new gift card, since it's taken 2-3 hours of my time to try to use the one I have." I told them that I want a $40 credit to my credit card and need to speak to a supervisor.

The supervisor (Christine) came on the line and repeated the line about sending me a gift card, and again I told her that the last thing I want is another gift card. In the end, she agreed to give me the $40 credit on my card and said it would be on my credit card by 1/**/16. She gave me her email address and said that if I didn't see it, I could email her directly.

I have told my friend to never buy another L&T gift card for me. They are just too hard to use.Desired Settlement: Lord & Taylor has always been a great store. And I don't want to see them go out of business. But, their payment systems and customer service processes are totally messed up! I want their executives to fix it, so that no one else has to go through this to use a gift card.

I thought about asking for a store credit to compensate me for the 3 hours I spent on this issue, but that may be more trouble than it's worth, unless they fix their payment systems.

Consumer

Response:

At this time, I have been contacted directly by Lord & Taylor regarding complaint ID [redacted], however my complaint has NOT been resolved because:

Lord & Taylor issued a credit for the charge AND sent me a replacement gift card, which I explicitly told them that I didn't want. I have not heard from an executive who can fix these issues and that is what I want. The lack of response (and unkept promises) are the problems, so I'd like to keep this case open to try to get it to an executive level. And if you could send them a reminder, I would appreciate it.Sincerely,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Tell us why here...

Good Morning,

I am writing in regards to order # [redacted]. First and foremost I thank you for letting me know that you did not show the credits that you were looking for. This allows me to research and see what is actually going on. I have researched this and found that the credit for $40.00 has been issued on transaction # [redacted]. The amount of $53.55 was credited and issued on transaction # [redacted]. I thank you for your time and patience in this matter and for being a valued customer with Lord and Taylor.

Kind Regards

Heather L[redacted]

Service Excellence Specialist

Heather L[redacted]

Service Excellence Specialist

Business

Response:

Good Afternoon,

I am writing in regards to order [redacted]. First and foremost please accept my sincerest apologies for the inconveniences that you have had. We at Lord and Taylor strive to give our customer’s the highest level in customer service and I apologize that you did not receive that. I have researched the gift card and found that we have secured the funds and the $40.00 was credited back to your credit card as you had specifically requested. I thank you for making us aware of your situation so we are able to have this resolved as quickly as possible for you. I thank you for your time and patience in this matter and for being a valued customer with Lord and Taylor.

Kind Regards

Teresa H[redacted]

Call Center Supervisor

###-###-####

Consumer

Response:

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:

In my last email to you, I requested that an executive see this issue. It's a pretty major problem that I couldn't use the gift card that someone bought me. Apologies aren't enough. Refunds aren't enough. Statements about "high level of customer service" are not enough.I need to know that an executive who is responsible for fixing this issue has seen my complaint and will do something to fix the issue. I don't consider a "Customer Service Supervisor" to be an executive. I need someone at the VP or Director level to see this complaint and respond to it with how they are going to fix this issue so it doesn't happen to other customers. When someone buys you a gift card, you should be able to use it to make a purchase online. An appropriate response would be from an executive who is in charge of your payment systems or operations.Sincerely,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On 12/**/2014, I placed an order for a pair of Savina Flats, size 7 1/2, order number [redacted]. The purchase was a Christmas gift for my daughter. After Christmas, when my daughter went to use (wear) the shoes, she discovered that the shoes were two different sizes, one was a size 7 1/2, the other shoe was a size 9 1/2. I contacted Lord & Taylor and received a return address label on Jan *, 2015.

The shoes were delivered to the Lord & Taylor location according to [redacted] tracking information on 1/**/2015. When I had not received the credit by 2/**/2015, I once again contacted Lord & Taylor. In their email response to me, they told me that they saw a credit issued on 2/*/2015 in the amount of $31.19 and to please allow 7 - 10 business days for the credit to be processed to my original form of payment.

On [redacted] 2/**/2015, I still had not received the credit, so once again I contacted Lord & Taylor. They responded on 2/**/2015 informing me that my problem had been sent to their Service Excellence Department and to please allow 21 - 23 days for them to resolve the problem.

Lord & Taylor received the returned product on 1/**/2015, this is more than ample time for them to have processed my refund. It is extremely unethical as well as poor business practice to have a customer wait almost 3 months for a refund to be issued.

This entire issue has been made even more frustrating by the fact that the exact same problem occurred last year when yet another pair of shoes I had ordered came in with two different sizes and had to be returned. This has been extremely frustrating and inconvenient. Part of the entire appeal of shopping online is the convenience of being able to shop from home. These shoes were for a specific event, that has now passed, yet had the refund been issued promptly, I would have had more than enough time to reorder them and hopefully get the correct size. Now, we are not only out of the shoes we had hoped to enjoy, we are out of the money for the refund.Desired Settlement: This refund needs to be credited immediately.

Business

Response:

Hello,Our Service Excellence team will contact the customer and have them credited.Thank you.[redacted]

Review: I saw an offer on the website (if you purchase one product, you will receive another as a free gift) and was not able to get the gift into my online shopping basket. I tried online chat to receive clarification and the was told I just needed to purchase the product and the gift will go into the basket. I went to the store and was told it is an online promotion--just call the number for help (###-###-####) and they can tell you how to get it. I called the number and was told that it is not possible, that if it doesn't go automatically into the basket, the gift must have "run out." That it is only "while supplies last."

The problem is that it does not say that on the website, it does not say anything about limited time only, while supplies last, one per customer, etc. None of that language is there so it feels unfair and deceitful to have the promotion on the website and then realize that they will not honor the offer.Desired Settlement: I would like to purchase the product and receive the free gift.

Business

Response:

Hello,

Our Service Excellence team is contacting the customer today to resolve this matter.

Thank you.

Review: I ordered two Ralph Lauren Polo Shirts on Wednesday, July ** with two day shipping (Order # [redacted] and [redacted].

I did not receive the product on time so I assumed there was a shipment delay.

Today, I receive an order informing me my order has been cancelled.

This is outrageous, I had provided my credit card information and was informed my order was processed and would be delivered within two business days.Desired Settlement: I would like Lord and Taylor to reimburse me with any two Ralph Lauren Polo Shirts at the same price I had paid for the original order.

Business

Response:

Hello,

Our Service Excellence team member reached out to the customer and offered 10% off comparable shirts since the ones that he requested are out of stock.

This case is closed.

Thank you.

Review: On February [redacted], 2014 I order severals items online totaling $151.65. I used my Vanilla Visa Card to process this transaction. I noticed that I did not get an errror message or anything and the items were still in the shopping cart. I tried again and then it says there was an error with my card. I then proceed to check my balance on Vanilla Visa and notice that Lord and Taylor and infact take the $151.65. I called customer service immediately to ask why is it that MY money was taken and the order was not processed. She told me that Lord and Taylor does not accept gift cards exccept for their own. I asked her why isn't a sign somewhere or a pop up to inform the customer of this rather than take our money and inconvenience us. She took my complaint and send she would take care of it. I told her I needed the items that I ordered and to ensure that my money be reversed so I can processed the item through paypal as she suggested.

On Feb. **, 2014 I check my account and it still has not been updated and some of the price of the items in the cart has changed. I called their customer service again and was told that it was not processed because they did not have an order number (although this is the exact reason I had called in the first place to say the order was not processed but they took the money) or a fax number for the card company. I explained again why I did not have an order number and I also asked if good customer service did not dictate that they could simply called the card company to get the fax number or contact me about this. Anyways, I called the company and got the fax number and passed it on to the rep.

On Feb **, 2014 I checked again and this transaction has still not resloved. They have no right holding on to my money. If they do not accept those cards (as the rep had stated many customer had that problem) they need to reject it instead of holding on to it - that I don't get.Desired Settlement: I would love to get the items that I had ordered on Feb **, 2014. Therefore, they need to reverse the charges on my account immediately so I can use it through Pay pal to pay them. I also need to get all the items for the exact price that I had ordered on Feb **, 2014 for the $151.65

Business

Response:

Hello,

Our Service Excellence team contacted the customer and price adjusted her order. They also sent her a $25 giftcard for her troubles.

This case is closed.

Thank you.

Review: September ** I placed an order over the phone with lord and taylor associate and we spend two hours on the phone maybe more because she was checking on the items if they were available at the time, when we started it was 20 items and after two hours only 14 that were submit to order I was upset but she said at least we got other 14 ordered . So tuesday I order and today is september ** and I got email that one of the items they cant locate so its being cancelled I called and she said that all 14 items are cancelled because they cant find them in warehouse neither stores. The thing that I called almost everyday and they said that they working on the order and I can understand that one item or two can be cancelled that maybe they had a problem but not the whole order. I have three little ones 4 years, 2years, and 6month old I spend two maybe more hours on the phone and they can return the money but who going to return my time? I was so exicted about those items that they on sale and I orderd and talked with real person to placed an order and she even asked what size because they had different sizes available but not they just say i'm sorry. How you can place an order and not have the items I never had the problem with any of the stores .Desired Settlement: I would like a full refund, and would like similar items by the same designer .

Business

Response:

Hello,

Our Service Excellence team contacted her and took care of this issue. She placed a new order with a price adjustment for her.

Thank you.

Customer Service Manager

Business

Response:

Hello,

Our Service Excellence team contacted her and took care of this issue. She placed a new order with a price adjustment for her.

Thank you.

Customer Service Manager

Review: I purchased 2 pairs of boots from Lord&Taylor.com on 12/**/15, order #[redacted]. One pair of boots cost $179.99 the other $157.49. I attempted to return the first pair ($179.99) on December [redacted]. Here is what I did: I contacted the Lord&Taylor.com customer service number ###-###-#### and spoke with a customer service representative who told me to: 1) package the boots in the box they were shipped; 2) affix the Lord&Taylor return label; and 3) drop the package off at the post office. I did this. On January [redacted] I contacted Lord&Taylor.com to find out the status of my return/refund. I was told by an agent that the package was received and I should receive my refund no later than January [redacted]. On January [redacted] I had not received my refund so I called customer service again. I was told by a supervisor - Tanya - that my return could not be found, but I would receive a refund anyway and it would be expedited by Wednesday, January [redacted]. I have not received my refund (it's January [redacted]) and I just called Lord&Taylor customer service again. I was hung up on when I asked to speak to a manager. I called a second time and spoke with a manager - Cassandra - who told me returns/refunds take 2.5-3 weeks to process. No previous agent had told me this. One agent told me I should have my refund by January [redacted], another said January [redacted]. The boots were picked up by Lord&Taylor's shipping agent on January [redacted].

I attempted to return the second pair on January [redacted], and Lord&Taylor has no status. The [redacted] website indicates that it was picked up by Lord&Taylor's shipping agent on January [redacted].Desired Settlement: I want expedited refunds in the amounts of $179.99 and $157.41 for each pair of boots. Since Lord&Taylor's customer service has been so poor, they should not charge me any return shipping fees. I want a full refund with no return shipping fees deducted. I want my refunds for both pairs of boots no later than one week from today, January [redacted], 2016. And I want a written apology from Lord&Taylor for poor customer service (long wait times, different information disseminated by different customer service agents, not being clear on length of time for returns, hanging up on me).

Business

Response:

Tell us why here...

Good Afternoon,

I am writing in regards to the return for order [redacted]. First and foremost I greatly apologize for the inconveniences that you have had with this order. We at Lord and Taylor strive to give our customers the highest level in customer service and I apologize that you have not received that. I have researched this and have found that the return has not been received as of yet by our returns department. Once the returns department receives your return they will promptly process and contact you regarding the credit. If you are charged the return shipping fee I will promptly refund for you. I will note your order to ensure that this does not occur. I thank you for your time and patience in this matter and for being a valued customer with Lord and Taylor.

Please see tracking information below.

Tracking Summary

Kind Regards

Heather L[redacted]

Service Excellence Specialist

Lord and Taylor | Hudson’s Bay Company

Phone: (###-###-####) USA

Phone ( ###-###-####) Canada

Email: [redacted]

Consumer

Response:

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:

Hello,Thank you for following up on my Revdex.com complaint. Lord&Taylor has not resolved my issue and continues to provide conflicting information. Earlier today I spoke to a Lord&Taylor customer service representative who told me that my returns have been received and are being processed. Now I receive this message saying my items have not been received by Lord&Taylor. I will not be satisfied until Lord&Taylor fully refunds my $179.00 and $157.49 and do not deduct return shipping fees.Kind Regards,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Tell us why here...

Hello,

This customer was credited back on 1/** and 1/**. The transaction numbers are :

[redacted] and [redacted] for the amounts of $ 179.99 and $157.49.

Kind Regards

Heather L[redacted]

Service Excellence Specialist

Lord and Taylor | Hudson’s Bay Company

Phone: (###-###-####) USA

Phone ( ###-###-####) Canada

Email: [redacted]

Consumer

Response:

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,

Review: I have placed numerous orders in the past with this store and then I get an email DAYS later to tell me they don't have the item. I recently placed an order for a shirt for my son on June [redacted],2015 and received an email a few days later telling me they didn't have that item. I emailed them and submitted a request to be contacted by the store and NEVER heard back from them. I was online shopping a few days ago and that same item I had ordered on 6/*/15 was available on the website. I thought they must of gotten new stock or something because why would they advertise it again. I placed the order and just got an email on 6/** telling me they don't have the item. My problem is why do they advertise things and let you place they order, you get a confirmation email and everything and it isn't until days later that your item hasn't even shipped even after I pay for 2 day shipping. It is ridiculous!Desired Settlement: I want my item that I am ordering. It is an inconvenience for me and other consumers who take their time to place these online orders as opposed to going to another store after I have been a loyal Lord & Taylor customer. But this has already happened too many times to me. I checked on the website just now, and that lacoste v neck for toddler boys is STILL AVAILABLE FOR PURCHASE!!!!

Business

Response:

Hello We have reached out to the customer and offered a comparable item as well as 20% off the order. Thank you [redacted] ?

Review: I purchased a Halston Heritage dress size 4 on March *, 2015 for $324.99 at Lord & Taylor store on [redacted]. I came home tried the dress on my daughter it was a little snug so I went online to lord & taylor and purchased the same dress in a size 6 it was supposed to be the same amount I paid in the store with the discounts I had. When I got the dress I was shocked to see they charged me $387.00 the same dress bought the same day.

I took back the size 4 dress which didn't fit March ** the cashier told me computer was down so it took a while to do the return she couldn't give me a receipt but she said don't worry the return went through it will credit your Lord & Taylor credit card, how surprised I was when I got my next statement to see both dresses charged on invoice with no credit for the one I returned I called the store spoke to customer service spoke to supervisors to store manager to no avail they all said we can't help you if you don't have a receipt I told them exactly which register I took it back to & said you have surveillance cameras you can check if I was there also when the return was made supposedly the cashier put it unto my lord & taylor account. I spoke to supervisor from the credit dept she said to dispute the charge but after 30 days they put it back supervisor was very nasty couldn't be bothered with even trying to help one employee told me if they really want to help they can do it they have cameras everything is scanned they just don't want to be bothered. I am a single mother and work very hard for my money I am not going to let them charge me for a dress that I returned. I don't have an extra $324.00. Please help me I am shopping by Lord & Taylor for 15 years already I never had a bad experience but this one is making me sick. I returned the dress and they don't want to give me the refund. Please I am asking you to help me resolve this situation because I feel cheated, belittled and lied too its really making me sick. Thanks in advance Hoping to hear from you soon.Desired Settlement: I just want whats due me my refund for the dress I returned

Business

Response:

Hello,I researched your L & T account and the dress was returned and credited to your L & T card on 05/**/2015. See receipt below. [redacted]

Thank you.[redacted]

Review: ORDER DETAILS

Order number:[redacted]

Order date:Oct **,2014

Order status:Created

SHIPPING INFORMATION

I order a virtual gift card on 10.30.14 for $50. The email and gift card should have been sent to [redacted]. As of 5:04PM EST on 10/**/14 that gift card has failed to been delivered to that email. I have spoken twice to customer service at Lord and Taylor. Both times they said is was being review and would be sent out shortly. The second time I called the gentleman [redacted] let me know if may not be resolved until Monday. This gift card was for my cousin's birthday on November [redacted]. The card needed to arrive before that date.

I have ordered many gift cards for many different companies virutally and have never encounted this issue before. They are shipped immeaditly. Lorde and Taylor does not state that they take multiple business days to process a simple order. It is 2014 and this should not be a complicated process.

Also, they order was placed through [redacted] and is drawn directly from my bank account. Its not a credit card charge so their should not be a need to delay.Desired Settlement: 2 phone calls and a delay in a simple service deserves some sort of reimbursement. Virtual gift cards are suppose to be a quick gift. This has turned into a long drawn out nightmare.

Business

Response:

Hello,Our Service Excellence team has reached out to the customer and is putting the funds back to his [redacted] account or to a giftcard, whatever he chooses. They also offered an accommodation giftcard as well.Thank you.[redacted]

Review: [redacted] store does not honor its advertised discount for opening a new account and/or coupons sent through mail.Desired Settlement: purchase of item with the 20% discount.

Business

Response:

Hello,

The first purchase discount is 15%, which you did receive on 08/** at the [redacted] location for $16.51.

Please provide more information on the coat that you were trying to purchase with the coupon, such as brand. Our coupons do have exclusions to select brands and additional sales that are going on throughout the store.

Thank you.

Consumer

Response:

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] item is a portrait light quilted jacket in a size 1X black with gray collar. this jacket in [redacted] store not in my size.

the clerk found the jacket via the register lookup. jacket on sale, and would be sent to my home. when the coupon was applied it came up $10 instead of the $20 printed on the coupon. asked clerk to use the 20% again same response.

clerk did not know why only $10 out of $20. requested the [redacted] come to the floor. she too did not know why. after much time the [redacted] advises this is an internet purchase therefore only $10 applies.

1. from the response by the [redacted] the coupon did not exclude the jacket

2. I was not making a purchase online. it is the way [redacted] does store locates not me on the internet and buying online.

3. looked at coupon don't see stipulation that you get only 50% of the coupon worth if you purchase on line.

the jacket was available, the coupon was registering however at half the value.

neither the clerk now the [redacted] immediately aware why the lower value was being discounted

the purchase which I was willing to make was via register look up and send

not an online purchase

?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

*

Business

Response:

Hello,

The jacket online is black and gunmetal; gunmetal IS grey. The color in the picture online may be reading different to you than it did in person. This is the correct jacket so my offer still stands. Please let me know if you are interested.

Thank you.

Consumer

Response:

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 the response. thank you for pointing out gunmetal IS gray. The use of capitalization was most helpful.

attached is a copy of Lord and Taylor ad for the jacket in 1X black.

nowhere does it mention what color of the contrasting collar.

in the ad, at least to me the collar appears to be tan or beige.

I appreciate your efforts.

The capitalization put an end to this conversation.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

**

Review: My order, #[redacted], was placed on July * was for a BCBG dress size small, I was sent an XXS. I shipped the package the next day. The package was received 7/**. It is 7/** and still no refund. I was first told it would be 3-5 business days and today is the 8th business day. I called yesterday and was only told it would take another 3-5 business days and I believe that it still will not be processed. This is the worst experience, I had to purchase the same dress somewhere else as it sold out online. I should not have to wait 2 1/2 weeks for this mistake to be corrected and the customer service department is useless. Needless to say this will be my last online purchase at Lord and Taylor.Desired Settlement: I just want my refund!

Business

Response:

Hello,

Our Service Excellence team is going to contact the customer for the return tracking # and then will apply the credit.

Thank you.

Review: I placed an on-line order from Lord & Talyor (Order Number: [redacted]) on April *, 2015. On April **, 2015, I received an email that the package was delivered to my address. However, I had not received any package. I called the Lord & Talyor (###-###-####), and notified them I had not received the package, but received an email notifying me of confirmed delivery. The customer service representative communicated to me that the message will be sent to another department, and that I'd get the refund in 4-6 weeks. I received an email from Lord & Talyor that they're working on my order on April *, 2015, but it was recalled (sent by [redacted]). On June *, 2015, I received a letter from my credit card company ([redacted]) that the amount charged by Lord & Taylor is not refunded. I called Lord & Taylor customer service (###-###-####), and spoke with [redacted] ([redacted]) at approximately 6:50 pm PST. She indicated that the commitment of Lord & Taylor is up to the order processing, and beyond that it's not Lord & Taylor's responsibility. She basically indicated to me that I have to dispute this with my credit card company.Desired Settlement: First of all, this is the WORST customer service I've received from any department stores! I have never heard such irresponsible feedback from customer service, indicating that they only care about getting money from customer, and once they get the money, they don't care about what happens afterwards! I have never heard of any internet retailer not having the shipment insured, and putting the blame on customer for not receiving the order. As I have not yet received the package on this order, I expect a full refund ($254.90) from Lord & Taylor. I'm very disappointed by the way they're handling the online order, and customer service following the order.

Business

Response:

Hello,Our Service Excellence team will process a refund for the lost package. Thank you.[redacted]