Lord & Taylor

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: 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: Oct, ** placed an order [redacted] online, total $88.06 paying with my gift cards. The order details is buying a 1.7oz [redacted] advanced night repair synchronized recovery complex II with free gift including a small size 1 oz [redacted] advanced night repair synchronized recovery complex II and three other samples.

On oct,**, they canceled the order saying 1.7oz the main item was out of stock. But after cancellation, they shipped the free gifts to me. I received them in Nov. I called them asking for a refund, and a free label to send back the free gifts, I mailed them on Nov,**, they received them on Nov.** with a written letter to tell them the whole thing(order number, what's going on, paid $88.06, returning the free gifts, should get $88.06 refund) .

Waiting for the refund, but on Nov,**, received an email told me I will get a refund $62 with a gift card. , (1oz [redacted] advanced night repair synchronized recovery complex II is $62 list price), so they only want to refund me the amount of " free gift", but I paid $88.06 for 1.7 oz [redacted] ANR complex II , I retuned the gifts, I did not get any of my money back yet. Called a lot of times, they won't do anything effective.

They made a mistake, and could not manage their inventory correctly, and robbed customer's money in broad day light.Desired Settlement: I wish to receive a gift card with amount of $88.06, and an apology letter from this company. Thank you!

Business

Response:

Hello,Our Service Excellence team contacted the customer and is sending her the owed giftcard of $88.06 as well as a giftcard as compensation.This case is closed.[redacted]

Review: I am interested in buying the Polo Ralph Lauren Classic Fit Cotton mesh Polo (WEB ID #: [redacted]), which displays as $39.95 in the search (marked down from $85). In the picture, a gray shirt displays with a subheader that says more colors are available. I went to take advantage of this offer only to find out one of the colors is on sale - maui pink. That wasn't what was displayed on the previous page, so I believe that I should be able to take advantage of the other colors for $39.95. This is complete false advertising - it would be one thing if the preview picture was of the maui pink, but it isn't!Desired Settlement: I would like to buy this kind of polo shirt for $39.95 as it previews.

Business

Response:

Hello,

Our Service Excellence has been trying to get in touch with [redacted] but has not spoke to him yet to discuss the issue.

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:

The representative from Lord and Taylor called me Tuesday (5/**) at 5:25pm. Unfortunately it was not a good time for me so the representative offered to call me back on Weds (5/**) between 9am and 12pm. She never called me back and I've yet to receive a response from them.

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 member, [redacted], contacted [redacted] today via phone as well as emailed him and there was no response. She explained to contact her back to place the order for the $39.95 price plus 20% off a future order.

She has not heard back from him yet.

Thank you.

Review: I returned an item on July [redacted] (via UPS for $10.83; this was at my own expense) and promptly received a refund on July [redacted] in the amount of $121.94. On July [redacted], I noticed a charge of $6.95 on my credit card. I immediately contacted Customer Service and they stated that the $6.95 charge was due to me using Lord & Taylor's return label. However, I did not. I returned this item at my own expense via UPS. Customer Service could not help me and said they will contact their Service Excellence team to investigate. Finally, on July [redacted], I received an email from [redacted] in Service Excellence stating that my refund had been processed on July [redacted] and she provided the refund receipt. It is now August [redacted] and I still have not received a refund. Customer Service states they cannot help me, only Service Excellence can, and they do not take phone calls since they have numerous complaints to investigate. How does this organization do business? I returned this item almost one month ago and I still need to follow-up.Desired Settlement: Please refund my $6.95. I would also like to speak with someone from L&T corporate to further discuss this issue.

Business

Response:

Hello,

I apologize that you were incorrectly charged the $6.95 return ship fee and were still waiting for this to be rectified. I spoke with the Service Excellence team who was handling this and they stated that they mistakenly credited the incorrect account. [redacted], SE team member, went back and credited the correct card today. Please allow 3-5 business days to see the credit post to your account.

Thank you.

Customer Service Manager-Corporate

Review: I purchased some items from their website - [redacted]. I ordered several things but they sent me the incorrect size for one of the items.

I purchased 14P pants but they sent me 12P. I called them to exchange the pants but they told me that was not possible, even though it was their mistake and their advertisements clearly state they do exchanges. I was told I had to return the pants via mail and pay a $6.99 fee (again even though it was their mistake) or return them to a store. The closest store to me is over 30 miles away.

In any event, I requested a supervisor get in contact with me while speaking to the representative on the phone. I also emailed their customer service and requested the same. I did not hear back from a supervisor but they did email me back stating that they would email me a free shipping label so I could return the pants free of cost. I never received this free label.

I had to drive the 30 miles to return the pants. It was a very complicated return since the wrong size was mailed to me and the lady at the counter was having a hard time locating my order. She took a while but figured out a way to refund me my money. This was a total of $60.38 ($56.96 cost of the pants + $3.42 tax).

I tried to re-order the pants today but they are now listed at $89.00. I bought the pants at $56.96 and Lord and Taylor sent me the wrong size. I want them to honor their original prize. I would contact their customer service but their representatives are not helpful.Desired Settlement: I want to be able to purchase the pants at $56.96 rather than $89.00 so I want Lord and Taylor to send me a discount code or give me a store credit so I can purchase them online.

Business

Response:

Tell us why here...

Good Morning [redacted],

Thank you for your recent online inquiry. We appreciate your patronage here at Lord & Taylor.

I have recently received your case regarding an issue you had 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.

Recently, we have switched over to a new system as a result of the growth with combining both Saks 5thAvenue along with Hudson’s Bay and are currently working through many fields in order to make our systems quick and efficient as well as accurate with the proper information for our customers. We understand this matter is aggravating, but ask for your patience as we continuously work on these issues. Bigger and better things will be happening with our online department, so we hope you continue to stay with us for these exciting changes!

You can certainly purchase these at the original price of $56.96 that you had paid. I’m so sorry to hear about the difficulties you had while trying to do this. There are a few ways we can do this. Unfortunately, there isn’t a code or anything I can send you, however, you are able to place the order directly on the website and forward me the order number. Once the order is in a shipped status, I can then go in and do a price adjustment crediting the difference back to you. You can also contact customer service and they can certainly place the order for you honoring the price. I have made notes in your original order as well as Case # [redacted] to refer to.

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

Customer Care Specialist

[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 mistakenly returned a pair of shoes to Lord and Taylor via [redacted] instead of Ninewest.com. I checked [redacted] tracking and Lord and Taylor signed/received my package on 12/*/15. No one has tried to contact me or return the shoes to me and I have not been able to successfully reach someone who can help me resolve this.

I want Lord and Taylor to return the package to me that they received in error or refund me the amount of the item I was returning to ninewest in the amount of $69.99 plus taxes for a total of $76.14Desired Settlement: I want Lord and Taylor to return the package to me that they received in error or refund me the amount of the item I was returning to ninewest in the amount of $69.99 plus taxes for a total of $76.14

Business

Response:

Tell us why here...

Spoke to customer, she is getting her package today.Tracking # [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, [redacted]

Review: I called Lord and Taylor customer service to place an order because the coupon code didn't work. I spent 30 mins on the phone with a customer service rep named Tyler who could not determine why the code didn't work. First he looked under the code exclusions and didn't see any reason. Then he said the item was 75% off sale, which he quickly recanted seeing how the item was 60% off. Then he said that sale items were excluded from the promo code,..which conflicted with the code description that said 20%off regular and sale price. So,after 30 mins on the phone with Tyler and no resolution, I asked to speak to a supervisor named Karen. She said that the Michael Kor Collection was excluded. I told her that the item is a Michael Michael Kor item,..which is different from the Michael Kor collection and there is nothing in the exclusion list that states Sale Michael kor clothing is excluded. Then she said I should click on the sale tab and about 15 different sale categories appeared and I should look under those items to see if my item was excluded. Shopping on your site should not be this difficult and I should nothave to spend 40 mins on the phone talking to two different reps to get an answer as to why a coupon code doesn't work. I am very disappointed in lord and Taylors customer service. I have made some recent purchases from lord and Taylor and I will be returning the items. I have had issues with lord and Taylor in the past and this is the last straw. I will shop elsewhere.Desired Settlement: Contact by the business.

Business

Response:

Tell us why here...Dear P B[redacted],Good Morning!Thank you for contacting Lord and Taylor.First and foremost, I would like to apologize for the negative shopping experience you have encountered with us. 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 an issue that occurred with one of our promotions. I’m so sorry for the trouble that this matter may of caused you. Just if I may clarify the issue at hand – I understand that there were some issues regarding a promo code for a Michael Kors item. Please be assured that I would be more then happy to complete this for you. If you’d be so kind, can you please provide me with the promo code that you were trying to use while shopping with us ? I will seek further information on this so I can help resolve the matter.Due to the inconveniences, I’d like to offer you 15% off a future online order 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. 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… I hope to hear from you soon.Warmest Regards,Jahaira CCustomer Care Center Specialist [redacted] (###-###-####) USA (###-###-####) Canada Lord and Taylor

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,

P B[redacted]

Review: I pay my bill online, when I went to pay it online this month, the policy warning that bill payments processed after the [redacted] will no longer be credited to the account, I assumed I could not pay my bill online. I went into the store on [redacted] and asked several employees about the bill payment issues, none of whom had a clue about what was going on. That was not their faults, it was the fault of L&T, whose policy change was so convoluted that no one would be able to decipher what it meant. I paid my bill in store to avoid a late fee. I just checked online that the policy changed YET again and I was charged TWICE for bill payment. I spoke with two people in customer service and neither were willing to refund the money. They told me although they can see I paid the amount, they would not be able to accept that as payment or reverse the payment. Then I said I can email or scan a photo of my bank statement, something that when applying for a $100,000 home loan is acceptable, they said no. Then I asked if they could forward the payment to next month's bill. The women were completely unwilling to provide any remedy. That is FRAUD. I do NOT authorize my card being charged TWICE.Desired Settlement: Initially I expected a FULL refund, now I want more than that done for the complete incompetence on behalf of your company. I am SURE I am not the only person this has happened to. I HIGHLY recommend remedying the situation with ALL your disgruntled customers, or that will be a surefire way to lose many. I will NEVER recommend Lord and Taylor to ANYONE again, and I have been shopping there since my mother took me as a little girl. NEVER have I felt so robbed by a supposed reliable, responsible store. If that is the kind of practices you find acceptable, it makes me wonder what else is going on behind the scenes. I expect a phone apology AND a full refund and I want to NEVER have such a situation arise again.

Business

Response:

Hello,Our credit provider, [redacted], spoke with the customer and is offering a refund for the extra payment. Thank you.[redacted]

Review: l&t sent me an email on oct * advertising their "fast + fab sale extra 40% off womens shoes even sale and clearance shoes 2 days online only". that seems pretty clear and straightforward to me. I clicked on the link on that ad for women's shoes-"shop sale now" and went ahead and ordered 10 pairs of shoes. after putting in my credit card info and receiving my order confirmation I saw that the 40% discount was applied to only one out of the ten pairs of shoes. I immediately called their customer service number and was given a royal run around-she has no idea why it didn't take off the discount.....but she'll send my concern on to a [redacted] who will get back to me in 1-2 days. never happened. after calling for a week and speaking to an obnoxious "[redacted]" finally, I was basically told too bad, so sad but the discount does not apply. That hardly seems to fit with the image of lord and taylor as an upper class establishment. Don't they believe in truth in advertising? Why should they be allowed to stoop to such despicable tactics to create sales and generate revenue when they have no intention of honoring their advertisements designed to lure patrons? I wouldn't expect such an atrocity from a no name company in a third world country and it certainly should not be tolerated here.

Business

Response:

Hello,Our Service Excellence team contacted the customer. They offered her a discount on the shoes that she kept that were not originally discounted as well as offered her a giftcard as an accommodation.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,

I appreciate your prompt attention to this issue and and your help in getting this resolved.

Review: I ordered three shirts off Lord and Taylor's website. Order #[redacted]. Three products total. Not an easy or quick process. Lord and Taylor's website is very slow and plagued with constant problems and annoyances.

Order was received and I was informed I would be receiving my product within 2 business days.

A week goes by and I still have not receiving my order. I receive an email informing me my product is no longer available.Desired Settlement: I would like an adjustment of an additional 20% off my three products with the new order I just placed. Order # [redacted].

For the inconvenience caused and my wasted time.

Business

Response:

Hello,

The customer's order has not been shipped out yet, but when it does our Service Excellence team will credit the customer 20% off of his order. They will be contacting him.

This case is closed.

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]

I will consider this complaint closed when my order has been delivered.

My new order was placed 2 days ago (# [redacted]) with 2 day shipping.

It has not delivered nor have I received a shipment confirmation or tracking information of any sort.

Please confirm my order has been shipped so you can fulfill the resolution.

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

Sincerely,

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 ordered three shirts but only two were delivered.

I am still waiting on the third shirt.

Please provide me with the tracking number for the third shirt and billing adjustment for my order as soon as possible.

Thank you.

Regards,

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

Sincerely,

Business

Response:

Hello,

The 3rd shirt is being shipped separately from a store so he will be receiving it soon. No tracking # is available yet since it didnt ship out yet. The adjustment on all 3 will be done at the same time once the third shirt ships out.

Thank you.

Review: I purchased a Coach watch on sale for $125.15. It was charged to my PaylPal account on 11/**/13. I returned the item via USPS on 11/**/13 because I changed my mind. The order number is [redacted]. I have been calling Lord & Taylor customer service to ask them to process my return so that I can stop being charged for this item. However, several reps have told me that they are so backed up that it will take about 3 weeks for my return to be seen in the system and processed. I finally got some help on 12/**/13 when I spoke to rep Ashley who filed case report [redacted] with the Review Team to investigate my issue. My USPS confirmation number is [redacted].Desired Settlement: I would like a refund immediately so that I can stop paying for a watch that was returned almost a month ago.

Business

Response:

Hello,

The return was processed today and will be credited asap.

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]

I have not received a refund (account not credited) for return of Coach watch. In fact, I received a call from a Lord & Taylor manager to confirm that they received my return, but it would still be 2 weeks before I would receive a refund. I would appreciate any assistance you could provide with helping me to get my account credited as soon as possible. Thanks for your help.

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

Sincerely,

Business

Response:

Hello,

We have had some issues with our PayPal accounts, I apologize. The credit should have been done on 12/** for $125.15.

Thank you.

Corporate Customer Service Manager

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/**/13 I purchased three items at the Lord and Taylor Dept. store on [redacted] in NYC. I picked out the actual items and paid for them at the register and had those exact items shipped to my home. A week later I received two of the three items. I called the store and spoke to the actual salesman about not receiving the third item and was told there is nothing he can do and there wasn't a manager to speak to. I then e-mailed the stores customer service and explained I was missing an item. I then received the item a few days later in the wrong size because the sales person entered the wrong size (Medium) when purchased the actual size of item I purchased in store was (Small). I then drove to three Lord and Taylor stores in New Jersey to find the correct item in Small and was unable to find them in stores but was told by two stores they can exchange the item and have it mailed to my home from the warehouse and both stores showed there were 30 in stock so I ordered it on 12/**/13. Today I received an e-mail that my order was canceled without any reason why. I called customer service by phone and spoke to [redacted] on 12/**/13 5:45 PM and was told the item was out of stock. I explained this is imposable as two stores told me there were 30 items in stock. I believe after sales applied to order when re-purchased Lord and Taylor did not want to honor sale. The Item in question Is a Spyder HVY WT Core Sweater Black Foremost Full Zip UPC # [redacted]Desired Settlement: I fell in love with this item and after all I've been through trying to get the correct one which I had in my hands the day I made the original purchase and was lost I want the correct item for the price I purchased it for. Spyder HVY WT Core Sweater Black Foremost Full Zip UPC # [redacted] for $89.40. I have the receipt for this purchase.

Business

Response:

Hello,

I sent this issue over to our General Manager at the NYC store location. They contacted the customer on 12/** via email to rectify the issue.

Case is closed.

Thank you.

Corporate Customer Service Manager

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: My purchase is with an attempt that I made to purchase a coat online on 11/**/13. I tried purchase a coat online only to find out that had available credit of $14 and change due to Lord and Taylor overcharging and maintaining pending charges from a week since the delivery of previous items from the week of 11/**/13. After being transferred from customer service to credit service I was promised the in the investigating the charges would be made available for me to purchase the coat. I explained that I could clearly see on my end that there were double charges and pending charges form over a week from Lord and Taylor. Still contrary to what the credit services rep promised, [redacted] (Fraud Department Supervisor) ID [redacted] said that well they investigate this fraudulent charges for 30-60 days, I would only have access to $14 in available credit. Correct me if I am wrong but it appears that I am being punished and the XMAS gift that I planned to purchase is going to be seriously delayed because the in accurate practices of Lord and Taylor. The only thing fraudulence that needs to be investigated is the way Lord Taylor practice business as it relates to crediting and debiting charges to credit customers’ accounts. Given the circumstances, I would have expected the “supervisor” to make an exception open funds for available credit is it my charge was equal or lower the amount being out on essentially on hold by Lord and Taylor. Currently, they are holding almost $300 up and make me wait to release it. The following charges are overcharges are incorrect and take away from my available credit. • To double pending charges: one from 11/19/13 and one from 11/**/13 - $33.14 • A pending charge for $249.09 Even though I was able to figure out what was happening and explain to them, reps from each department aforementioned we unable articulate of explain why this happened on my account. [redacted]Desired Settlement: I need help resolving this ASAP and I would like to experience some type of good will effort due the inconvenience that this process of Lord Taylors has caused.

Consumer

Response:

Dear Revdex.com:

Thanks for asking for clarification. I would like a special discount and rushed shipping for the item I attempted to purchase for the holidays. I purchased items on 11/**/25 (see attachment). I tried to purchase a gift for XMAS on 11/**/13. I was prevented the ability to purchase because I was charged twice for the same order (duplicate) Additionally, I was charge twice for one item in the order. all of this activity by Lord and Taylor's order department depleted my available credit (lacking credit)when I asked how this happened, no one seems to know why but I was told that they would investigate and I would have resolved in 30-60 days!!!. meanwhile, I found out yesterday that I am being shipped the duplicate items (see the attachement dated for 11/**/13). I was told by the customer service rep that supervisor contact me this week . I have heard nothing.

Review: I ordered a swim suit online with a promo code being advertised on Lord & Taylor's website that day. I am new to their site but they had the brand of suit I was looking for. I was really excited to find a suit and get it on sale. I received a confrontation email from the store telling them that my purchase was confirmed with a receipt. Later that day I get an email from them telling me my suit top is out of stock. I call thinking I could try a different size. The customer service rep tells me she is confused because they had a bunch of the suit tops in stock. It turns out after talking Witt a supervisor that their promo code was acting up that day and my order was canceled. Very deceiving since their email said it was out of stock. My bottoms to the suit I was told went to the second stage in the fulfillment process for the warehouse. Thur were later canceled the next day. I feel like I was mislead and they falsely advertised their special as well as what happened. No where did they tell me they had a pricing error but instead told me it was out of stock. I want them to honor the order and pricing in which I first ordered the suit. I think it is only fair. This is not a great way to purchase my first thing from Lord & Taylor and plan to definitely spread the negative word of mouth with my experience. Is one swimsuit worth that to them?Desired Settlement: The swimsuit at the original purchase price of my order.

Business

Response:

Tell us why here...

Dear [redacted],

Good Morning!

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 canceling. I’m so sorry for the trouble that this matter may of caused you.

Just if I may clarify the issue at hand – Unfortunately the item is not available at this time. I am currently working with the website team to have the item removed from the site. As stated on the Lord and Taylor website: We strive for accuracy in our advertising. There are times, however, that errors occur relating to product descriptions, pricing and availability. We reserve the right to limit orders if inventory runs low due to overwhelming orders or if specific suppliers have quantity restrictions. We reserve the right to correct any typographical errors, inaccuracies or omissions at any time without prior notice, including after an order has been submitted. We apologize if this causes any inconvenience.

Please be assured that I would be more then happy to offer alternative resolution. If you are interested in finding a comparable swim suit online – I’ll be happy to honor the previous sale prices with free expedited shipping. 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.

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… I hope to hear from you soon.

Warmest Regards,

Jahaira C

Customer Care Center Specialist

Lord and Taylor

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. I will work with their Customer Service Rep to obtain a replacement swimsuit at the originally agreed upon price/discount.

Sincerely,

Review: I have contacted merchant since 09/**/2015 about an item that was returned and have yet to receive credit. I keep hearing that they have sent to this department or that department but it has been over 2 months without resolution. Order [redacted]. Returned two of same item in two different colors. Have yet to receive credit for ski [redacted]. Used one shop runner return label but two items with two different return forms were sent.Desired Settlement: Refund of full purchase price

Business

Response:

Good Morning [redacted],

Thank you for your recent online inquiry. We appreciate your patronage here at Lord & Taylor.

First and foremost, I would like to apologize for the delay in response to you in regards to this matter.

I have recently received your case regarding a an issue you had with a return. As a result of this, you had called and emailed 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.

Recently, we have switched over to a new system as a result of the growth with combining both [redacted] along with Lord & Taylor and are currently working through many fields in order to make our systems quick and efficient as well as accurate with the proper information for our customers. We understand this matter is aggravating, but ask for your patience as we continuously work on these issues. Bigger and better things will be happening with our online department, so we hope you continue to stay with us for these exciting changes!

We have issued the paperwork for Cool Slimming Firm Shaping Slip (SKN [redacted]) to be credit back to your original form of payment. Once the paperwork is handed back to myself, you will receive an email with the transaction details.

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]

Customer Care Specialist

E [email protected]

O (###-###-####) USA

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

Review: Hello,

I made an purchase by using $150 gift card on DEC **,2014. The order was cancelled on DEC **; credit card had not been charged, but the $150 gift card became $0. I received an email which said a new 150 gift card would send to me for replacement.

Unfortunately, the gift card order was cancelled on DEC **, customer service said l&T was not able to mail gift card to my address and a Visual gc will send to me by Email in few hours, but nothing coming.

After calls and emails, I was told my information has forwarded to Service Excellence department for review on DEC **, 2014, needs 21-23 days to process and suggested me wait and call back to check in 1 month.

So I call today(today is JAN **, 2015), a representative can see my case is in system, buy no idea how it is going and suggest me wait another few more days.

I have been waiting for the gift card replacement for more 1 month since order was cancelled, I was told to wait and be promised to receive the gc soon every time I called customer service.

I think the case is simple and straightforward, don't understand why it has to take so long, and it seems to be forever.

Business

Response:

Hello,Our Service Excellence team is contacting the customer and will re-issue the giftcard. It was cancelled because we do not ship giftcards to Canada.Thank you.[redacted]

Review: I recently placed an Order with Lord and Taylor online. My payment went though even though my billing address was incorrect. As soon as the order went through I realized the shipping and billing address were switched. I quickly called the customer serve line and received an automated message informing me I needed to wait 24 hours before calling back. The next morning I called again and received the same message. I then got online to chat with a representative and the representative informed me she could not assist me. I called again until I was able to get in touch with an actual person. The representative informed me that she could see my order and even though it had not shipped, she could not change the address. I told her I wanted to cancel the order and wanted to be refunded. Even though the order had not been shipped out, she would not cancel or refund the money. I then emailed customer service explain the situation and stating I wanted to cancel the order only to receive an email in return informing me that the situation could not be remediated. I am highly disappointed with how this matter was handled.Desired Settlement: Refund from the order

Business

Response:

Hello,

Our Service Excellence team contacted the customer and routed the package to the correct address. If the package does not arrive by Friday, our team will have the package returned back to us and will credit the customer.

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. I appreciated the effort made by Lord and Taylor. I just wish it didn't take 4 different conversations with customer service agents to resolve a simple issue. I appreciate finally feeling heard and respected. Thank you for remediating the issue.

Sincerely,

Review: I tried to make a purchase on-line, they stated that my credit card had issues and try again. I checked my account and there are 3 pending charges. I called to inquire and received nothing but attitude. "I didn't do it" obviously but why did it happen? Give me your banks fax number and we'll send them a form to release the pends.Desired Settlement: I want the pending amounts x3 released and why did it happen

Business

Response:

Hello,

Our Service Excellence team contacted the customer regarding ths matter and requesting her bank information and have not heard back yet.

Thank you.

Horrible customer service and online store. I ordered an item then when I noticed I hadn't recived the shipping email I called customer service the automated system told me it was on back order. I requested to speak to a representative and the woman that answered the phone sounded annoyed to speak with me. I asked her about the backorded purchase. She didn't even bother to look up my order information just told me that if the item status says back ordered then the item will be cancelled. Why are they selling an item they do not have?!