Lord & Taylor

Review: Order was placed online but the Building Floor was missing on the shipping label. On Lord & Taylor's webpage, there is no info except "Shipped". My card was charged the full amount ($119). I tracked the shipment and spoke to [redacted], they had transferred the ship to [redacted], I tracked there and the Post Office advised the package was returned to the shipper (Lord & Taylor) on Dec *, 2014. Called Lord & Taylor to inquire about the shipment and was told the following -

- they could not reship the order

- I would need to re-purchase the order if I still wanted the items (which I did)

- they will not refund the purchase until they receive the items back and process them

-they would not send me ANYTHING in writing to confirm that a refund would be given or that the refund was pending

My problem - why am I not due a refund IMMEDIATELY when the post office has confirmed that I DID NOT RECEIVE the package (ever) and the Package is en route BACK to the shipper.

Additionally;

- it took 3 days for the shipment to get to the [redacted] post office, it has been SIX since the package was sent back - why do they have no record of it being received back?

-how are they legally allowed to keep MY MONEY when it has been proven that the package WAS NEVER Received

There policy seems to be related to actual RETURNS and should not apply if a shipment was NEVER received and was sent back to them by the actual post office.

I have called their customer service three times to try to speak to a manager and every time I was told there is no manager that they can reach and there is nothing they can do - I have to just wait.

I find this to be ridiculous, and very poor customer service.Desired Settlement: I am now trying to obtain my refund any way possible. This has been the MOST frustrating situation I have every encountered with an online purchase.

Business

Response:

Hello,Our Service Excellence team has been in contact with the customer. They are refunding her today.Thank you.

Review: on 11/**/2014, I noted that Lord and Taylor the company has pulled my credit report without my consent. I have a fraud alert on my credit file. I have contacted the company several times before, but failed to address the issue. The company has fraudulently used my information in applying for credit. I did not apply for any credit, nor purchased any goods from Lord and Taylor company. Lord and Taylor was supposed to call my and ask my permission for credit. so since the company failed to address the issue, I decided to file a compliant. The company engage in on fraud, and interference with prospective economic opportunity. They also allege in engaged in identity theft.Desired Settlement: For the company to remove the inquiry from my [redacted] credit report. And also send me a letter in the mail, stating they will remove the inquiry in 30 days immediately. And also contact the credit bureau stating that Lord and Taylor will remove the inquiry off my credit report. Or I will have to be force to sue the company for engage in on fraud, and interference with prospective economic opportunity. Also I could sue the company for identity theft.

Business

Response:

Hello,I do not currently see a Lord & Taylor credit card in your name. Please provide answers to the following questions so that I can look into this further.Which L & T store location were you shopping at? What is the date that you were in our store?Did you attempt to open a card at the store? If this is the case, the cashier would have needed your social security # in order to do so. Do you think someone used your information fraudulently to attempt to open a card in your name without you being there?Thank you.[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:

[Youhr HELLO.I DID NOT RECEIVE THE COMPANY RESPONSE. AS I RESPONDED BACK AS TO THE QUESTIONS THE COMPANY WAS ASKING ME, I DID NOT APPLY, NOR GO IN ANY STORE AND APPLY FOR CREDIT FOR A LORD AND TAYLOR CARD. THIS application APPLICATION HAD TO BEEN SUBMITTED ONLINE. I DON'T HAVE A LORD AND TAYLOR CREDIT CARD. SOMEONE USED MY INFORMATION AS TO OBTAIN CREDIT IN MY NAME. I DID NOT APPLY FOR CREDIT FOR LORD AND TAYLOR. YES IT WAS FRAUDULENT. AND I SEE INQUIRIES TWICE FROM WHICH LORD AND TAYLOR PULEED MY CREDIT REPORT. THE OTHER DATE IS IN JUNE **, 2014.Thank you

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

Sincerely,

Business

Response:

Hello,I have contacted our credit provider, Synchrony Bank, and they will have the application removed from your Credit Report since it was fradulent. They will contact you further regarding this issue.Thank you.[redacted]

Review: Searched for Michael Kors handbags in black. The resulting page showed the Medium Riley bag in black with a price of "$182.69 SALE".however, in proceeding to the following bag and placing in my cart; the price was 348.00.

I spoke with a Customer Service supervisor who stated it was a 'color' sale, and refused to honor the price first seen.Desired Settlement: Sell me the Black medium Riley handbag in the color shown on the initial page.

Business

Response:

Hello,Our Service Excellence team has spoken with the customer and honored the sale price of the item.Thank you.[redacted]

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]

Review: This email is to express my disappointment and disgust with your company. I have spoken to over 8 people and spent over 2 hours total on trying to resolve a simple issue.

Dating back to November [redacted] when I visited the Lord and Taylor at [redacted], I was shopping post Thanksgiving. I identified two pairs of shoes that I wanted but the sales rep told me that they didn't have my size. She told me that I can order it through the store and Lord and Taylor would send it to me. She asked me if I had a Lord and Taylor credit card and when I replied no, she said that if I opened a credit card with Lord and Taylor, I can save 15% all day. Thus, I provided her with my drivers license and a credit card. I was immediately approved and received my "new account" instant temporary credit card. She rang up the two pairs of shoes with an order summary and sent me on my way (receipt [redacted] 1:19pm 11/**/2014). This receipt did not state WHAT credit card was used but I assumed that it was the Lord and Taylor card so I would receive this additional 15% off. Next, I went to purchase a walker down jacket.

Upon receipt of my credit card statement, it only showed the down jacket as the only purchase and this was credited with the 15% discount. However, when I received my personal credit card (the one I used to open the Lord and Taylor card), I see that the shoes were charged to this card. I immediately contacted the credit card company on Jan ** (I was away for an entire month for work) and spoke to "[redacted]." She stated that she would waive the late fee since I never received the statement while I was away and that I would have to contact Lord and Taylor at ###-###-#### to inquire about the shoes. I spoke to a "[redacted]" on that same day and she said "you need to wait 21-23 business days in order to see the 15% credit to be applied to your Lord and Taylor Credit card." I asked her "how can the credit card company credit me this 15% if the shoes were not charged to this account. She rudely replied "just wait and you will see it on the next billing cycle or go back to that store and return everything." Come today, January [redacted] I contacted the credit card company again. "[redacted]" at the card company stated that she can't do anything and that I had to call the 800 number again. I called again and spoke to a "[redacted]" at the 800 number above. I waited for over 28 minutes and she transferred me back to the credit card company to speak to a "[redacted]"! Again, they said that they can't help me! Finally I called the 800 number again and spoke to a "[redacted]" who informed me that the service excellent department can't help me. This is ABSURD! I am simply requesting for a $26.99 credit for the 15% I deserve. Why would I open a credit card and ONLY charge one item on the SAME day to receive the 15% off? This is ridiculous! Furthermore, I received a return label when I specifically informed "[redacted]" that I had worn the shoes. What itic suggestion is this?

Needless to say I am utterly disgusted with your customer service and I will make sure that no one shops with Lord and Taylor in the future. I manage a large advertising company and I will do everything in my power to address this poor service and ensure that loyal customers like myself will not be "duped" into shopping with your company in the future.

I demand a response that justifies the time I have spent with your untrained and incompetent representatives and I further demand the refund of my 15% for the purchase of these two pairs of shoes. If I do not receive a response that is satisfac[redacted], I will seek to remedy further damages.Desired Settlement: The least the company can do is credit back onto their OWN store credit card (Lord and Taylor card) the 15% that is rightfully owed to me for the purchase of these two items in the amount of $26.99. In addition, I was owed $20 for any purchase over $150 for that day. Thus, I demand that the company credit me $46.99 to my Lord and Taylor card immediately. Otherwise I will seek to remedy damages, including emotional distress over this issue.

Business

Response:

Hello,I truly apologize for the issues that you encountered with opening up a L & T card. You did receive the first purchase discount of $24.75 with your 11/28 purchase of the Walker Coat. I will credit your L & T card for $20.00 for the promo that you did not receive($20 off of $150).The two pairs of boots that you ordered from the store and were fulfilled by our warehouse, were paid by your [redacted] card. Therefore, I will credit your 15% discount of $37.65 back to that [redacted] card for both shoes.Thank you.[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfac[redacted] to me and the matter has been resolved.

Sincerely,

Review: To Whom it may concern:

On 5/*/15, (today) I received my first and only notification from Revdex.com referring to my claim on 4/**/15 ID # [redacted]. I immediately clicked on the link. But then I saw for the first time Lord and Taylor's response on 4/**/14 and your response on 4/**/15 giving me 6 days to respond back.

I heard from Lord and Taylor on 4/**/15. They said they would get back to me but never did. I went back to the Revdex.com site where it says: Everything you submit will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business’s response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days. So having not heard anything I assumed things were still in progress.

In response to Lord and Taylor, I do not have the receipt. I only have my credit card bill proving the amount that was purchased after the 20% discount was received on the total cost. It states $346.32. Add the 20% discount back in and the original total would be $415.58. (Having recieved the discount from opening up a Lord and Taylor credit card, the exact amount would have been $62.29)

This is the best I can do. I appreciate Lord and Taylor being willing to pay me the $60.00.

Thank you, [redacted]Desired Settlement: $60.00

Business

Response:

Hello,This case is in conjunction with previous case filed : Complaint ID: [redacted]I will credit the $60.00 back to the customer's Mastercard. Please allow 3-5 business days to see credit post to account.This case is closed.Thank you.[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: Order Number [redacted]

Venice Speed Shop Baseball Tee

Placed order on 12/**/15. Have not received item. They said it has been sitting at fed-ex local facility for 3 weeks. ehen I contacted [redacted], they said they can't find the package. Lord and Taylor keep saying I have to wait. Item has been paid for and they do not take any responsibilty for purchase.Desired Settlement: Resend the item.

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 an order with this company and was sent the wrong item. I am unable to get in touch with any customer service representative online, by phone, by chat or by email to process the return for a refund.Desired Settlement: Free mailing label to return item at no cost to me and a full refund including shipping and handling fees.

Business

Response:

Hello,Our Service Excellence team has contacted the customer and sent her a pre-paid label to send back the wrong item. They will have her refunded and also offered a giftcard for the inconvenience.Thank you.[redacted]

Review: I ordered a boot from their website and paid for next day air shipping in order to get boot delivered the next day. After checking the order status all day (2\*\15) the only change was from order created to order in process. So the next morning (2\**\15) I checked again because I had not received a tracking number or any notification that my boot had been shipped even though it was supposed to be delivered this day. I called the customer service number and she told me that the order had not be shipped and that she was unable to see where the boot was being sent from but that she could have the next air shipping refunded. I told her since the boot wasn't shipped I wanted to cancel the order she told me she couldn't cancel the order and that I would have to wait until the boot was delivered before she hung up on me. I called back and the next rep told me there was nothing that could be done there was no way to find out what was going on but she would have the [redacted] call me when they got in for the day at 8am. So at 1230p after not receiving a phone call I called back and was told again for the 3rd time they didn't have any information on the order and I would have to wait until the boot shipped when they think then I could return the boot but the ere was nothing that could be done. I explained to her I needed the boot today and my account has been charged but no one as any idea where thus boot is or where it's coming from. I then asked for her [redacted] and to speak to them she said she doesn't have a [redacted] that handles customers and that there was nothing anyone could do or say differently and I would have to wait until the boot shipped whenever they found a store that had it in stock. I explained to her that the website says the out wouldn't be charged until the order is fulfilled but my account had been charged. She them said it hasn't been charged there is just a hold. she said there wasn't anything that could be done before she rudely hung up on me. She also told me she wasn't required to tell me her [redacted]'s name or transfer me to them.

Business

Response:

Hello,Our Service Excellence team will contact the customer and issue a credit. They also offered a giftcard for the inconvenience.Thank you.[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 becauseA $30 gift card is insulting! I spent $164.21 and endured so much just by from the way their customer service reps handled me. For a company who says they strive for "excellent customer service" and then offer me $30 to spend in their company doesn't restore my faith in them. I wouldn't dare spend another cent in their store even if it is with a giftcard.

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

Sincerely,

Review: I cannot get the products I ordered nor the status of the order. See below.Desired Settlement: I purchased items at the [redacted] story for Christmas. Was assured that it would be delivered well in advance of the holiday. I have called the store directly the last 2 days and no one can answer status of order or acknowledge transactions. I have left 8 messages with the Executive Response team and no response. In addition, if you call any extension at the store it is automatically put into voicemail or the person picks up the phone and then hangs up immediately. I spoke directly with the sales clerk who could not help me and sent me into customer service who was also unable to assist. I have sent emails to customer service and they advise to call store. At this point, I'm thinking this is some type of scam. I need to know status or I am going to block charge and/or sue for recovery and time.

Business

Response:

Hello Customer was contacted with the tracking information and customer did confirm receipt of the package. [redacted]

[redacted] Spoke to customer, she is getting her package today. Tracking # [redacted]. Thank you Terri Teresa H[redacted] Customer Service Supervisor, Call Center

Review: On January **, 2014, prior to my shopping in person at the store at The Mall in Columbia, in Columbia, Maryland, I viewed the Lord & Taylor website. While on the website on I found the ladies leather cashmere lined gloves I was interested in. Knowing I was going to be shopping the store in-person that evening, I printed the page with the item and took it with me.

While in the store I found the ladies leather, cashmere lined gloves in my size and proceeded to check-out. The original retail price was $86. The signage at the glove display stated the gloves were on special at 30% off. I had located a 20% off sale and clearance item coupon from your website which the staffer checking me out told me I would be able to apply.

I showed her the print out and asked if the gloves on the print out were the same and if I could purchase the gloves at $43 as shown on the print out less 20%. The staffer, who was extremely pleasant, said she wasn’t sure but would gladly get a [redacted] to review the issue.

A [redacted] arrived shortly thereafter, stated she ‘had no idea if the gloves on the website and the ones in the store were the same.’ I asked if we could find someone who would know and if website prices normally differed from in-store prices. She reiterated she didn’t know, that prices ‘could be different’ and if I wanted the gloves I could ‘purchase them at the store price or not all.’ She then departed the check-out area.

The staffer knew my questions were not answered, she apologized and said that she had to follow what the [redacted] said and could only sell me the gloves at the in-store price. I thanked her for trying and said that I understood she could not override the [redacted].

On January **, 2014, I mailed correspondence to Lord & Taylor at [redacted], as I did purchase the gloves but still don’t have answers to my questions as the store staffers couldn't answer the questions and the January **, 2014 correspondence has not be responded to. The correspondence included a letter, a copy of the website print-out, a copy of my receipt and a copy of the 20% off coupon. My question remains: are the gloves on the January **, 2014 website print-out the same as the ones I purchased in the store? If so, are in-store prices and website prices routinely or normally different? Is it normal for store staff not to know such? Due to this confusion and misleading information I would like a price adjustment of $14.59 refunded to my Discover based on the following formula:

In-Store Price $86 Less 30% In-Store Discount Less 20% Coupon Plus 6% MD Sales Tax = $51.05

versus

Website Price $86 Less 50% Wesbite Discount Less 20% Coupon Plus 6% MD Sales Tax = $36.46Desired Settlement: I would like a price adjustment of $14.59 refunded to my Discover.

Business

Response:

Hello,

The L & T website and stores act as two separate entities, therefore the prices are not always the same. Web prices are not honored at the store and vice versa.

However, I can make the accommodation for you for the $14.59 price adjustment but I will need the transaction # off of your receipt, which was not included in the complaint. The transaction # is located at the top of the receipt(xxx-xxx-xxx-xxxx).

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 am furnishing this info as requested # on receipt [redacted] so complaint can be fully resolved

Sincerely,

Business

Response:

Thank you for providing the transaction # as requested.

I will do the price adjustment today. Please allow 3-5 business days to see the credit post to your account.

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 as the refund has now posted to my credit card.

Sincerely,

Review: MY DAUGHTER WAS PURCHASING A HANDBAG FROM THEIR WEBSITE OM SUNDAT APRIL **, 2015. THE WEB SITE WAS ASKING SLOW SO BY ACCIDENT SHE BOUGHT 2 OF THE SAME ITEM. ONE WAS TRHOUGH AT 1123 THE OTHER 1130. I CALLED THE CR AND BECAUSE I HAD NOT RECIVED THE CONORMATION EMAIL THERE WAS NOTHING THE COULD DO. I WAS TOLD I WOULD HAVE TO WAIT UNTIL THE EMAIL CAME THROUGH WITH THE ORDER NUMBER TO CANCEL THE PURCHASES. I WAITED ALL DAY YESTERDAY FOR THAT EMAIL IT NEVER CAME. THIS MORNING THE EMAILS CAME AT 544 AM And whenI CONTACTED THEM THE SAID THE ORDER HAS BEEN SEWNT PIY TO BE FILLED AND THERE WAS NOTHING THEY COULD DO TO STOP IT. I CANNT AFORD TO HAVE 280+ DOLLARS COME OUT OF MY ACCOUNT. THEY HAVE GIVEN THE RUNAROUND TRYING TO FIX THIS PROBLEM AND NOW IT LOOKS LIKE I AM BEING DOUBLE BILLED OR A ITEM. AND ACCORDING TO THE THERE IS NO WAY TO IX. AT THIS POINT I DO NOT WANT THE ITEMS AND WILL NOT WORK WITH THEM IN THE FUTUREDesired Settlement: I Want the orders cancelled and money refunded to my account

Business

Response:

Hello,Our Service Excellence Team is contacting the customer to rectify the issue.Thank you.[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 I still got doubled billed for a duplocate order. From the time the purchase was made and I realized there was a problem I call customer service and was told that there was nothing they could do until I got the conformation email with the order number. The purchase was made 4/**/15 @1130am. I received the confirmation email 4/**/15 @544am. When I called customer service they said there was nothing they could do because the order had already been sent out. I got the shipping email later thar afternoon. There was nothing the could di,to cancel my order from the moment I saw it was duplicated until it was shippe. 2 days time. So I have been doubled billed for this order and it will probably take 2 weeks to Shipp it back and get my refund when I could not have financially handle the addition withdraw. This was my first and last experience with this company whose service motto is there is nothing I can do to fix it

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

Sincerely,

Business

Response:

Hello,Our Service Excellence team will credit the customer for the duplicate order and reach back out to them.Thank you.[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 purchased the product, Polo Black gift set. I was sent Polo Double Black gift set. I called the same day delivered, and expressed my concern. I spoke with [redacted], and instead of me going without, she said it was fine to keep/use that product, call back in 5 business days, give my case number [redacted], and lord and taylor will ship you a replacement order free, including shipping. I called 5 business days later, as told to do, to request my replacement order. I then spoke with [redacted]. She informs me of the websight error, and then connects me to a supervisor, [redacted]. He then tells me I was misinformed, would not replace the order, only offer me a 10% off another order.Desired Settlement: I would like what I was told I would receive, a replacement order. I have already used some of the product originally sent, to hold me over, until I receive the correct product, which I was told would be sent to me, as a replacement order, courtesy of Lord and Taylor.

Business

Response:

Hello,

Our Ecommerce Customer Care Lead, [redacted], has been trying to contact [redacted] since we first received this issue. The number that we had on file was disconnected so he emailed [redacted] to contact him back in regards to the issue. [redacted] has emailed [redacted] numerous times now with no response back from him.

Thank you.

Customer Service Manager

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:

I have not received any emails or letters by mail. I have changed my phone number. If they want to resolve the issue, I have mentioned that in the complaint, as that was how I was told they would do it. They can still contact me by email or regular mail, but I have yet to hear a single response. If they would read the complaint, everything is mentioned from what happened, to what they initially said they were going to do, and finally what they are failing to do. Again, poor customer service.

Thank you,

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

Sincerely,

Business

Response:

Hello,

CSR [redacted]) contacted [redacted] on 07/** and [redacted] did in fact reply. This case is closed. Thank you.

Email Copy:

Dear [redacted],

Thank you for contacting Lord and Taylor regarding your recent concerns.

At this time, we are unable to complete your request to have another item

sent to you. For your inconvenience, we would like to provide you with 50%

off the item that was sent to you in error. Please respond to this email

indicating that you would like to accept our offer and your refund will be

processed immediately to your original tender.

If you require additional information, or have general questions or

concerns please contact me at (###-###-####) and I will be able to assist

you further. Again, please accept our sincerest apologies for any trouble

you have encountered during this time.

Sincerely,

Lord and Taylor Online Customer Care

Although this is not what was originally told to me I can see you are

making a concerned effort. Go ahead and refund my purchase to the original

tender as you have stated above. Then, yes I would like to purchase the

POLO BLACK GIFT SET at 50 percent off.

Thank you

Review: I ordered a men's coat for a Christmas present on the Lord and Taylor website. Checked to find out the delivery date a few days later and was told the order was cancelled. When I checked they said they were out of stock. They had given me a confirmation order. No one called or let me know. They said they sent an e-mail but I never recieved it. I was told that the New York store MAY have the coat but they were not obligated to honor the agreed upon price. I called the store in NYC and was left on hold for 30 minutes. I called customer service twice. Confirmation #[redacted]Desired Settlement: I would like an apology. I would also like then to honor their commitment for the agreed upon price.

Business

Response:

Hello,

Our NYC store has contacted [redacted] several times to purchase the coat from their store. The customer never contacted NYC store back.

This case is closed.

Thank you.

Review: My problem with Lord and Taylor begin back in November. I have had multiple issues since that time including Late Delivery, failure to provide a credit and failure to provide a refund.

On [redacted] November [redacted], I purchased a pair of black riding boots with 2 day shipping. On [redacted] November [redacted], I contacted the company as I had not received shipping information yet. I was told the items had not shipped and that this is standard if they choose to source the item from a store. They take longer than the 2 day shipping that was selected. I received no direct notification that my order would take longer than the 2 business days I selected. Since the order had not been shipped, I asked to cancel the order so I could purchase from another company and have the boots shipped over night. The customer service manager [redacted] told me that could not be done but offered to provide me a 20% refund for the inconvenience. I accepted that refund, but it was never received. I told [redacted] I needed the shipping address changed if they were not received by [redacted]. He said he would take care of this if I called back in.

As of [redacted] 11/**, the boots had still not arrived. I contacted Lord and Taylor on 11/** and requested to have the shipping address changed as I would no longer be at that address to receive the shipment. The supervisor I spoke stated that could not be done since it had already been shipped. After a lengthy conversation she called [redacted] and was able to change the shipping address. She notified me that the boots would arrive by [redacted] on [redacted] 11/**.

On [redacted] 11/** the boots did not arrive. I called [redacted] and they delivered them on [redacted] 11/**.

Based on my complete dissatisfaction with Lord and Taylor's customer service, I decided to move forward with my original plan to return the boots since I purchased new boots for my even in on 11/**. I shipped the boots back to Lord and Taylor through [redacted] on [redacted] 12/*. Lord and Taylor received them on [redacted] 12/** according to the [redacted] tracking information. Today is 12/** and I still do not have a refund for the returned boots.

I contacted Lord and Taylor on 12/** and spoke with [redacted] again. He provided some information to me that at this point is unacceptable. He stated that refunds take on average 7 business days to process inside of Lord and Taylor and an additional 3 to 5 business days to issue a refund. That is 3 weeks from the date I returned the merchandise to them. Not to mention I had requested this order be canceled after they did not meet the first delivery requirement.Desired Settlement: I would like an apology for the poor customer service that I received and a full refund for the merchandise I returned to you. Lord and Taylor should be held accountable for their poor customer service antics.

Business

Response:

Hello,Our Service Excellence has reached out to the cutsomer and is refunding her for this order.They are sending her a $25 gift card as an accommodation.Thank you.[redacted]

Review: On December [redacted], 2014 I submitted online order #[redacted] with Lord and Taylor website for $178.08. There were multiple Xmas gifts included. They had promotion for free before Xmas shipping which attracted me. They sent me email that order was shipped and tracking number with [redacted] was [redacted]. The delivery was projected for [redacted] of December and for sure the [redacted] website told me it was delivered Mon 12/**/2014 9:51 am. The problem was that when I've got home that night, I did not find any package. I've waited for a day, [redacted] had another projected delivery for the next day, but Lord and Taylor package was never delivered. I have no idea if it was misdelivered or lost. As I've called L&T customer service a day after and talked with a girl, she said they will start investigation with [redacted] and see what happened there and then inform me what will happen.

I did not receive any info for awhile and after awhile I called again. Rudest customer service ever told me this time that since [redacted] says that they delivered package, that means it was stolen and in this situation their policy is that they are not responsible for the loss. ??? Seriously? So according to the lady I need to file a police report and dispute the charge with [redacted].

I do not believe that it is my fault [redacted] lost my package and marked it as delivered. I should not be responsible for that and waste my time running around filing reports. Not only my Xmas gifts were not delivered, but I am responsible somehow and it is costing my out of pocket money for this fiasco that caused me some embarrassment on Xmas?

How do I even know that the package was sent? I did not sign anything that stated that I received the package and I do not have information that would prove that package was stolen if it was delivered first of all.Desired Settlement: Refund or delivery of the order.

Business

Response:

Hello,Our Service Excellence team will have the customer refunded and offer her a giftcard for her troubles.Thank you.[redacted]

Review: After purchasing a pair of shoes at the [redacted], I was expecting them to arrive at my home in a week. Order # [redacted]. After a week passed, and still no shoes, I checked the tracking #[redacted]? and noticed that the package had attempted to be delivered to the WRONG address and subsequently returned back to sender. This was on September *, 2014. UPS shows package in limbo but not delivered to me. After investigating, had found the associate at the [redacted] shipped the shoes to the incorrect address. After speaking with Customer Service 4 times and getting a case # of [redacted], the credit for the shoes is still not on my account, when it is obvious that the package never arrived to me. The Customer Service Rep I spoke with today advised it would take an additional 21 days to have my issue resolved. If I was 21 days late paying my bill that would be unacceptable, so why do I have to wait another 21 days for an issue, that was not my fault in any way, gets resolved. I am requesting this refund ASAP.Desired Settlement: I am requesting a refund back to my credit card TODAY.

Business

Response:

Hello,

The package is on its way back to our DC. Our Service Excellence team will credit the customer for the merchandise and notify her once it has been completed.

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: On 11/*/2014 I ordered 2 items using two Lord & Taylor gift cards and my personal credit card. I received a package and opened it 11/**/2014 to find a completely different order and an invoice to a woman in [redacted] for the items in the box. I immediately contacted L&T customer service and was emailed a return [redacted] label. I was told my order would be referred to "customer excellence" and be mailed out. On 11/**/2014, I personally delivered the package to the post office.

On 11/**/2014, I called customer service again, and was told my return package was not received yet and they were still investigating where my original order went. The representative placed me on hold while she contacted the customer in [redacted] who verified she received the items she ordered. I was told again that my package was still trying to be located and no credit or merchandise can be issued.

I checked the status of my return package on the L&T website which confirmed it was received at the Return Center located in [redacted] on 11/**/2014.

On 12/*/14, I again called customer service and was told the same information as in the previous contact. I requested to speak to a Supervisor and was placed on hold and was then told no supervisor was available to speak with me, but as soon as one becomes available they would contact me at my home phone number. No call was received.

My last contact was directly to their website customer service email on 12/*/14no reply has been received yet.

So to confirm, I have no merchandise or credit of $158.73 since November**, 2014 nor was I able to resolve this issue with Lord & Taylor customer service after four attempts.Desired Settlement: I have been a satisfied L&T customer for years and would like to continue being a loyal customer. I simply want what was ordered and the courtesy of a follow up so I can continue to support their store.

Business

Response:

Hello,Our Service Excellence team contacted the customer and offered to credit her and replace her order. They also offered a giftcard as an accommodation for her troubles.This case is closed.Thank you.[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 placed the order [redacted] on 12/*/2014 and received the notice of shipment on 12/*/2014. However I have not received this order by now. Because the shipping info never got updated so I tried to contact their customer service from 12/*/2014. It is totally a nightmare. I sent them several emails through the link on their site but none of them got answered. I made several calls but no one answered the phone. Finally I got a lady on phone on 12/**/2014. She told me my order was never shipped and she would forward my case to the management. It sounds good but no one turned to me then. I emailed them again and again and got a reply on 12/**/2014. One customer care associate told me they recognized the error and asked me to allow 72 hours for them to make a response with resolution. I sit back and waited however I never heard from them again by today 1/*/2015.Desired Settlement: I bought this jacket for a family member as Christmas gift. I paid but never got the product and the service is awful. They do not care their customers. Can I say they ruined my holiday? Very unhappy! What outcome is desired? They should give me the jacket for free!

Business

Response:

Hello,Our Service Excellence team is contacting the customer. They were credited for the jacket.This case is closed.Thank you.[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: On Feb *, I contacted L&T customer service about a request for a price adjustment on my order,..[redacted]. I was told my order qualified for the price adjustment and that someone from the Service Excellence Dept would contact me to make the adjustment. It is now March *, and I still have not heard from the Service Excellence Dept to provide me with the adjustment.Desired Settlement: Please provide me with the price adjustment for my items.

Business

Response:

Hello,Our Service Excellence team will contact the customer and honor the price adjustment.Thank you.[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,