Lord & Taylor

Review: Yesterday, February, [redacted], 2014, I tried to purchase a $64.00 order online with my debit card which is associated with my [redacted] money. Prompt stated "Problem with credit card. Try again". I tried again, and received same prompt. Then I used my mother's debit card to buy the merchandise. When I checked my card balance, I had been triple charged by Lord and Taylor - TWICE on my [redacted] card - Direct Express/Comerica Bank, and once on my mother's Bank of America debit card. I spent close to 2 hours on phone with both Direct Express and Lord and Taylor. Both parties told me the charges will just "fall off' the card sometime before February [redacted].. Well they haven't fallen off as of this morning and I don't trust them ever to "fall off". That money was deducted twice from my Direct Express debit card and once from my mother's Bank of America debit card within minutes of the online purchase, and hasn't been returned. I now have a 0 balance on my Direct Express card due to this error, and I demand Lord and Taylor fix it. I may also report Direct Express to the Federal Securities and Trade Commission as I believe they should release the funds now that I notified them of the error. Why should I have to wait 5 days because Lord and Taylor made an error? Lord and Taylor should refund my account immediately as it was a technical glitch on their site that cost me almost $200 for a $65 order. I'm afraid I'm never going to get my money back, and I need it. I am retired due to [redacted], not age, and I budget my money strictly every month. I can not afford to lose $130.00. This was the first time I purchased from Lord and Taylor online, and believe me it will be the last.Desired Settlement: REFUND BACK TO MY DIRECT EXPRESS CARD IMMEDIATELY.

Business

Response:

Hello,

Our Service Excellence team rep, [redacted] contacted the customer on March [redacted] and left her a message at the phone # she gave. He has yet to hear back from her regarding the matter.

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: Nobody from Lord and Taylor ever left any message here. Five days after L&T charged me 3 times, my [redacted] account finally refunded my money. L&T was no help at all. I will never buy from them again. It's one thing to have an obsolete online site, but triple charging people for purchases is serious. ]

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

Sincerely,

Business

Response:

Hello,

[redacted] from our Service Excellence team just clarified the issue with [redacted] via email. Please see below. This case is closed.

Dear [redacted]

First and foremost, We would like to apologize for the delay

in response to you in regards to this matter. I understand that had some

trouble when placing an order on our online website. Please let me extend my

most sincere apology for any and all trouble that you have experienced in

regards to this issue. Unfortunately, at this time, we not accept payment in

the form of pre paid cards or reloadable gift cards. I want to assure you that

the amounts you were seeing on the card are authorization holds that is being

held by the financial institute that is linked to the cards. I can assure you

that Lord & Taylor will do everything in our power to have your funds

released because we feel your funds should not be held without you receiving

the items you intended to purchase. Some

of these financial institutions do have rules that sometimes will not always

allow us to have the authorization holds removed that we request on behalf of

our customers. I have tried to reach out

to you via phone number ###-###-#### a couple times to discuss what happened

with the order.

Also, due to the fact that you have been greatly

inconvenienced with your previous order. I would like to send you a $25 gift

card as a token of our apology for all the trouble. Here at Lord & Taylor

we take our customers feed back very seriously and feel you should receive the

best service we can give.

If you would like to discuss this or should have any

questions please feel free to contact me at [redacted]

or at ###-###-####.

Sincerely,

Review: I made a purchase on-line at [redacted].

The order was split into two shipments. I received one of the shipments, but not the other one. The tracking information for the missing shipment says that the shipment has never reached the carrier. I called the customer service on September **. I was told that they will look into this issue. No one has reached out to me.Desired Settlement: I would like to have my money back.

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 made online number [redacted]. Ordered two items, requested that price be taken out since they were part of a gift. Bought a gift box for $5.95 and requested both items to be inside the gift box. Received the two items, one with price, and did not receive gift box. Called Lord & Taylor, asked for the gift box, was told that situation had to go to excellence team which would take 10 days to analyse my case and after that would send gift box. Said it was unacceptable, wanted refund, was told also needed to wait for excellence service to analyse my case. Asked to speak to supervisor, waited on hold for over one hour and no supervisor came to the line.Desired Settlement: I want my gift box in 48 hours or my refund immediately.

Business

Response:

Hello,Our Service Excellence is having a new box sent to the customer and are refunding the giftbox as well.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 went to Lord & Taylor 12/*/14 and purchased 2 lipsticks that were not in stock for $56.12. After all of this time I have only received 1 lipstick. Everytime I call I get the runaround. They finally after many times actually sent 1 item. I was told I would receive a refund and after all of this time it has not happened. They have my money and I don't have my merchandise.Desired Settlement: Give my refund and I will never spend money in this store again.

Business

Response:

Hello,Our Service Excellence team is contacting and refunding the customer. They will also offer 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I am purchasing a particular fragrance from Estee Lauder, which is being sold in Lord and Taylor. There are two promotions, one which states that I can receive a free gift with a purchase of $45 or more, which I have received as my purchase is $60. The other promotion states that with any purchase of a "Modern Muse fragrance", which is what I ordered, I will also receive " Modern Muse gift with any Modern Muse purchase. Gift includes: Modern Muse sample, Body Lotion 1oz, Shower Gel 1oz, Mini Shopping Bag" There is no expiration day stated with this gift and no sign or indication saying "while supplies last" like with the other promotion. This is false advertising because the promotion is clearly on the website and I clearly meet all of the conditions yet the customer service refuses to help me with my problem and repeats themselves over and over. If this promotion is visible to the customer it should also be visible to the seller. Without any indication of a expiration date and any indication of a starting date, or a "while supplies last" this advertisement shouldn't be present at all as it is incorrect and faulty. This incorrectly encouraged the consumer to purchase a product while promising one thing and then refusing to deliver the promised items.Desired Settlement: I would like to receive the promised "Modern Muse gift with any Modern Muse purchase. Gift includes: Modern Muse sample, Body Lotion 1oz, Shower Gel 1oz, Mini Shopping Bag"

Business

Response:

Hello,Our Service Excellence team is attempting to get the GWP for the customer. They will follow up with her.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:

[Your Answer Here]

I have not yet been contacted by Lord and Taylor. When I get contacted, and the GWP attached is received I will accept business response. -Thank you

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

Sincerely,

Business

Response:

Hello,I apologize for the delay. The bad weather has caused a delay in our warehouse. The GWP will go out today. You should receive it by next week.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 a pair of shoes from lord and Taylor's website. I returned the shoes on 6/*/2015. The company claim they received the shoes on 6/**/2015. Customer service entered my email address wrong in the shipping information and I had to call 3 times to get it right. Every time I call I'm getting different information. I opened up a case with the company case # [redacted]. The only reason I'm getting any info from the company is because im constantly reaching out to them. I need my refund back ASAP. The total is $94.50.Desired Settlement: I need a refund. It should not take 30 days for a refund.

Business

Response:

Hi [redacted], I had called [redacted] letting her know that her return had been located and that I would have the transaction processed today. I did have the this completed and emailed her with the transaction details as well as an estimated timeframe as to when she could expect to see the credit on her account. I had also offered her a $25.00 gift card for her troubles and asked her to contact me with the address that she would like to have this sent to. She did not call me back, however, she did respond to my email acknowledging that she had received my voicemail. She had also thanked me for taking care of this issue for her as well as provided me with an address to issue the gift card. [redacted]

Review: Hello,

I have waited for more than 3 months to complain about lord and taylor which totally drive's me crazy.

I have spent over 7 hours placing orders on Lord & Taylor on Oct**?. It started with a malfunction of their website, the order was unable to process because of a glitch, the website was like crashed and can't even check out.

I got two $50 lord & taylor gift cards which I placed 2 orders separately..

?

order1 #[redacted] : placed by the $50 and my [redacted] credit card.it was cancelled after 4 days without any reason.?

order 2 #[redacted] was shipped instead by an $50 gift card . Since at first I placed 3 items, but they dont ship my itmes just shipped the gift card to me which I never get it by myself.?

One day later, I make a call to L&T and asked if I could get the total 100$ GC balance back. I was informed by a CS that this COULD NOT happen.and the CS told me I need to wait until the the security dept to deal with it. I was like what! she told me call them after 24 days to deal with it. Over the past 3 months, I called the CS thousands times and still no any response. Whatever I placed e gift card or I got the store gift card, I can't place any order since they will cancel it. I just hope they could refund my 100$ to my credit card.

It was just so weird about the website and the customer service. I placed an order by e gift card and credit card. Then they cancel my order, the first order was cancelled with out any refund and the second order just ship me a 50$ which I never get it. Even I get it I cant use it since no store at my city.$

I'm very, very, very frustrated. even affected my normal work. Because I never happend to get so frustrated by the website. It's like cheating to customer and bad services. Not only I didn't get the discount products, but also ?I'm very disappointed with the customer service at L&T. Because they are lying to me no any dept to deal with my problems and told me call them after 24 days which is totally a liar. I have keep shopping on all the online stores for so many years. Never met so bad customer services all my life. I just want my 2 gift card credits back to my credit card.

Could you guys help me with that. I cant call them anymore, I know they cant do anything only lie to me.?

Thank you for your consideration.

Kind Regards,Desired Settlement: I wont place any order on this website again through this bad shopping experience. I hope they could improve the customer service and the refund my money back to my credit card.

Business

Response:

Hello,Our Service Excellence team is reaching out to the customer. They will have the giftcard applied back to her credit card.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.after you guys help me to solve the problem and contact them.they refund my money immediately,thanks so much for your guys helping.huge thanks!!!xoxoxoxoxoxo

Sincerely,

Review: On Thursday October **, 2014, I was in the market for a specific article of clothing for my two year old daughter’s upcoming third birthday party. Upon doing research for several days, viewing several different websites, and stores, I came across Lord and Taylor, I read reviews, and asked several friends about the company , as I was not familiar with the store , ordering process, customer service, or quality of clothing. The store had rave reviews, and also several people I spoke with spoke highly of Lord and Taylor, stating the store was on the same scale of a “Saks Fifth Avenue”, which in my opinion was a highly favorable compliment. I finally felt comfortable placing an order, and trusted the website and company. Upon placing the order I noticed I never received confirmation, via email, or upon receipt of the payment being accepted that my order was confirmed. I never received a tracking number, or time frame of when to receive my item. I shop online multiple times daily, I immediately knew something was not right and this was out of the ordinary. As I was working with a deadline, and important event my which I needed the merchandise I order for, which was my daughter’s third birthday party, which was about two weeks away. Being as though I had two weeks, which is usually more than enough time to receive my merchandise I order, and had paid for, I was not too concerned, but I made a call to the company per Lord and Taylor’s customer service number to verify that my order was received. Immediately I was greeted with a mediocre customer service agent, who informed me she could not assist me, because she was having system issues. Another red flag which raised more concern, as this order was extremely important to me. The customer service representative suggested that I contact Lord and Taylor at a different time, which I did as instructed, but this time I had another issues, on top of my merchandise not being order due to Lord and Taylor’s system issued, I noticed at 1:58PM, 2:00PM,AND 2:17 PM, Lord and Taylor deducted 35.49 from my account. My account was debited three different times, for one transaction, and to make the situation, even more appalling, my merchandise was still never received in the database, and still I did not have a confirmation number, or shipping date. I spoke with four different customer service representatives before speaking with the [redacted] ext. [redacted], who apologized for the situation, upgraded my shipping, and took my debit card number, bank name, fax number, ad phone number, and stated she will contact my bank and Lord and Taylor authorization release department, so that my funds would be released back into my account, the same day Thursday October **, 2014. As the days passed by I waited until Tuesday November *, 2014 to contact Lord and Taylor in regards to my account transactions, which they debited incorrectly, and my product, I then was transferred and spoke to three different representatives, and one [redacted] ext. [redacted]. Everything took an act of congress, because several associates stated they did not see any of my information, which concerned me my debit card was floating around the system somewhere but no knew where, knew any details, no information, and no answers to assist me. After speaking with a total of 9 different people ([redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], and [redacted]) from October **, 2014 Thursday to Wednesday November *, 2014, the only answer I received was I still would not get money back and I still would not have any product. Each representative gave me a different reason on why I still did not have my rightful funds back on my account, between the two [redacted]s and 7 customer service representatives, I received a variety of time frames to expect my money back anywhere from the same day, to two business, days to seven business days. Finally on Tuesday November *, 2014 I got a representative, who truly cared about me and my concerns as a customer, and who eagerly wanted to do her job, and assist me. [redacted] at ext. [redacted] was extremely helpful, polite, and I assumed knowledgeable she went out of her way to place my order again, and it was to be next day air shipped free of charge, and she also documented the account so the issues with my debit card, and the incorrect charges, could be handle accordingly. I received confirmation via email after placing and paying for this order the fourth time with [redacted], granted the prior charges had not been refunded at the moment, but I was so eager to have this merchandise, I trusted Lord and Taylor would have the issues resolved, so I paid for the merchandise again. [redacted] assured me I would finally get my merchandise and on time. Needless to say I was extremely disappointed, puzzled, and exhausted with the process and Lord and Taylor as a company when I received an email not even ten minutes later stating that my order had been canceled after the payment was debited form y card yet again. I contacted [redacted] back directly, she stated because my card had so many transactions within a short period of time, Lord and Taylor fraud department stopped the transaction, because it appeared to be fraudulent. [redacted] assured me within one day she would order the item again, and I would still receive the item in time for my daughter Marilyn’s third birthday party. I contacted Lord and Taylor back on Wednesday November *, 2014, to be proactive, and check on the status of my order, and my payment back to my debit card that’s when I got the [redacted]. [redacted] then told me because I was using a pre-paid debit card Lord and Taylor would not accept my payment, again I was told something else now for the 9th time. I made it perfectly clear to all of the prior 8 representatives that I was using a prepaid debit card, which I use all the time to shop online with, because it is safer to use, no one ever told me I could not use my card, and I have never had an issue using the card before. [redacted] halfheartedly apologized and informed me it was nothing she should o about my merchandise or funds, and stated there wasn’t a corporate phone number, or email address, no one was apologetic for the inconvenience, and everyone made it seem as if it was my fault because I placed my order and was not aware of Lord and Taylor’s system issues. No one acknowledge the website did not inform me , the customer there was a system issue, but yet still accepted a form of payment, for something I did not receive. I have never been so disappointed a disgusted in search horrible customer service and shopping experience, this will be my first and last time ever shopping with Lord and Taylor. I was told several times I would get a call form a [redacted] I never received a call, no one cared that the merchandise was extremely important to me, and it was for my daughter’s birthday party, so times was of the essence. A person only has a birthday once a year, so this event was extremely important to me. I am now left at the last minute to find a wardrobe suitable for my daughter’s birthday party, her theme was base upon the merchandise I expected to receive form Lord and Taylor, and I also order other items to accompany the outfit which now will be a waste. I wasted time and money I cannot get back. I do not know how my daughter birthday will turn out now, due to this unfortunate situation. I will inform everyone I know to not shop with Lord and Taylor, unless they want to be ripped off, not receive their product, and talk on the phone all day with representatives, which would not be able to run a company of their life depend on it.My purchase may have been a small purchase amount, but it is still just as important as any other order, small order make and keeps companies like Lord and Taylor up and running. I was highly disappointed, very unsatisfied, and furious with this entire circus act, and ordeal.Desired Settlement: My suggested outcome is that my order is placed, and shipped to me next day free of charge. I also would recommend Lord and Taylor’s website specifically state that prepaid Visa debit cards are not an acceptable form of payment, instead of the order and payment being accepted and then being canceled moments later, knowing up front would assist the customer in using a different payment method, or shopping elsewhere, and it would also help Lord and Taylor call volume be reduced, and able to use that time elsewhere such as customer service training, etc.

Business

Response:

Hello,Our Service Excellence team has contacted the customer with an apology and an offer of a $50 giftcard as an accommodation. They are looking into replacing her order and have it overnighted if possible.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, [redacted]

Review: Lord and Taylor is continuously not processing my valid orders. They provide no communication, charge my credit card, and provide no updates.Desired Settlement: I want Lord and Taylor to finally process my orders.

Business

Response:

Hello,

Our Service Excellence team member contacted the customer and his merchandise should be shipped out tomorrow.

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 am supposed to receive a $30 L&D gift card from [redacted]. I provided my mailing address. She requested a time to call me and I let her know when she could call me on 10/**/14 to discuss this incident. I never received a call from her or any further communication and haven't received the gift card yet either.

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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I made a purchase greater than $300 and returned the items April [redacted] using the label provided in the shipment. We are now in May and I haven't received my refund and I'm being charged interest for a product that I've returned. I've call the customer service line numerous times asked to speak with a [redacted] was left on hold for extended period of time and was told the [redacted] was busy but someone would return my call. Still waiting on that call. Then last call I made which was May [redacted] I was told my case was being expedited but it would take another 7 - 10 business days for this to be resolved.Desired Settlement: Immediate credit to card used for purchase and credit to cover interest accrued.

Business

Response:

Hello,

Our Service Excellence team member, [redacted], spoke to the customer. The returned items were processed on 05/**/2014 and the credit will go back to her Pay Pal account. [redacted] issued her a $30 giftcard as an accommodation. The customer was happy with the resolution.

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 had to request that the order be returned to sender. I never received the package and it was never opened. The order was received by [redacted] on April [redacted], 2014. I've been told by them that it takes at least four weeks to receive an refund which is unacceptable. It is not fair to my funds and the merchandise for that long of a period.Desired Settlement: I want a refund immediately.

Consumer

Response:

I just received a refund via Paypal because I disputed the charge and filed a complaint. I still want the complaint to stand as their practices are ridiculous. But a refund is no longer needed.

Review: On Jan **, 2014 I placed an order online which totaled $173.19. I received 5 of the 7 products that I ordered. When I called I was told that 2 of the items were canceled - a total of $41.60.. I did not cancel them. I returned 3 items - a scarf for $44.00 and another scarf for $45.00. I also returned a pair of pajamas for $17.59 I kept 2 items for a total of $25.00 which I paid, As of today I am told that I owe $50.29. They will not sendme anitemized bill so that I know what I am being billed for.

Review: purchase: $173.19

canceled items - 41.60

returned items -106.59 Balance: $25.00Desired Settlement: Please have the store cancel the $50.19 and restore my good credit. This is outrageous;. Also, I have told them to talk to my [redacted]who is a signer on this account.

Business

Response:

Hello,

Below is the breakdown of [redacted]'s bill and why his balance is currently $50.29 on his L & T card.

Purchased online(delivered from online):2 scarves and ice scraper +$103.31

Purchased online(delivered from a store): boxers + $16.07

Purchased online(delivered from a store): PJ's+ $18.36

Total: $137.74

Returned Pj's: -$18.36

Returned 2 scarves: -$92.90

Balance: $26.48

on 01/**Purchased in Westchester store: Top- +$46.52

on 01/**Purchased in Westchester store : Gloves: +$45.73

Total Balance : $118.73

Made payment : $-26.84

Had adjustment done: -$41.60

Total Due: $50.29

If you have any further questions, please let me know. This case is closed.

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. Thank you for contacting Lord and Taylor. I now know what the charge is for. They would not tell me and the bill says it was an online purchase on 1/**/14. Clearly it was neither. I will now pay them.

Sincerely,

Bought a fragrance and was suppose to be given free gift with purchase I just got half of. The free gift and was told it was out of stock and not guaranteed, when I went back to the website guess what was back instock? I called and customer service dismissed me...

Review: I ordered a coat from the website for my and realized after speaking with him that the item would be too big and he would not be able to fit it so I called back to cancel the order.I was told by a representative that they don't cancel orders, then she told me that they do cancel orders but it has to be done within the first 30 minutes after the order is placed.The hold time to reach a representative was 45 minutes at the time.I then inquired about the return process via mail because I do not live near a Lord and Taylor and the rep advised that as soon as I get the item return it and I will receive a credit 5 to 7 days after Lord and Taylor receives the item back in the warehouse.They have had the item since December [redacted]and now are telling me that it can take up to 3 weeks to get my money back even though they have the item.This is totally unacceptable.Desired Settlement: I would like my money back in the next 5 business days as I was advised by the representative. I should not have to wait 3 weeks to get my money back when the consumer has the merchandise in their possession.

Business

Response:

Hello,

Our Service Excellence team has contacted the customer and explained that her return was received at our DC on December [redacted]and that it would take a few days to process.

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:

I was never told it would take a few days. There response was always to tell me how backed up their returns were and the Supervisot [redacted]that I spoke to told me that it would take 3 weeks to receive my refund.As recently as Monday when I contacted the company I was told that it would take 2 weeks to receive my refund.

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

Sincerely,

Business

Response:

Hello,

This return was credited on 12/30/2013.

Receipt is below.

MEDIA DATE CCYYMMDD: 20131230 CASH 694-101-134-1917

(OR SEQUENCE NUMBER) RETN 161838 199 09:28 AM 12/30/13

STORE NUMBER: 101

REGISTER NUMBER: 134 ORIG ASSOC/STR 161838/199

TRANSACTION NUMBER: 1917

RETURN MDSE

OUTERWEAR 887879249774 208/072 1 @

TKT 110.62 PLU 110.62 #N# 110.62

TAX 6.64

TOTAL -117.26

CREDIT M/C 117.26

8364 0000 1047416272566053880083

ORIG TRANS ID 675-048-800-0815

ASSOCIATE 161838

This case is closed. Thank you.

Abbe Kerestes

Corporate Customer Service Manager

Review: On Oct. **, 2015 I purchased a handbag online order number [redacted]. Upon looking at my online banking I discovered that I was billed twice for the purchase. I called my bank to confirm whether it was a banking error and it was not. I was advised to contact the merchant regarding my concern. The merchant was contacted and I was told that it was a glitch in their system and I was not billed twice for the item purchased and the issue will be resolved shortly. On Oct. **, 2015 upon looking at online banking once again I noticed that both charges were still there. I called customer service regarding this matter again and they disputed this action stating that my card was only charged once and asked if I wanted a refund. I informed the person that I spoke with that if I received a refund they would only refund me for the initial amount an not the additional funds that were taken from my account. I contacted my bank again to ask for a printout of the transaction. To my surprise there was an unauthorized transaction that Lord and Taylor made without my permission on 10/**/15 at 9:34am. My initial transaction happened on 10/**/15 at 9:33am. I called customer service to confront them about my findings. I was then told that they placed a "hold" on my account in addition to my transaction. I made an online purchase and they did not have authorization to run my credit card an additional time. (I have the email from my financial institution and contact information from the employee who sent it) I asked them about releasing my funds and they stated that it was part of their policy to place additional funds on hold. I informed them that I didn't see anything regarding that during the time of purchase nor did I see it on their website. The argued with me stating that she works at a bank and that is what happens when you make purchases online. I told the agent that I have never experienced any issue like this and asked to speak with a supervisor and she hung up the phone. When I was able to speak to someone I was told that my funds will be released in 5 business days. I find this completely unacceptable and dishonest practices for any consumer that shops online at Lord and Taylor. I have spoke to customer service everyday since my order has been placed trying to get this issue resolved. I also have a e-mail that customer service forwarded to their team to resolve this issue. At this time the hold is still on my account and they have been paid for the purchase I made online. There is no reason that my funds should have ever been placed on hold on my card without my permission.Desired Settlement: If Lord and Taylor policy is to place any additional funds on hold they should inform the consumer prior to them making a purchase. Due to no policy regarding this matter, I believe that this issue should have been escalated and resolved. I would like to see more staff training instead of becoming frustrated and disconnecting the calls. I want this issue to be resolved.

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 on ** September 2014 for 4 x $100 Lord & Taylor Gift Cards, directly from Lordandtaylor.com. The purpose of this order was to consolidate the $50 Lord&Taylor Gift cards into a larger value gift card. The website would only accept two $50 gift cards per order. So I made four separate orders of $100 - for a total amount of $400. A day later I received cancellations for all four orders - while none of the original $50 gift cards were refunded. I immediately contacted Lord & Taylor Customer Service and was informed that this was an error and that they would in fact be shipping me all four $100 gift cards. on ** September 2014, I received for order and shipping confirmations for the Gift Cards, as follows: 1) #[redacted] - Tracking No.: [redacted]; 2) #[redacted] - Tracking No.: [redacted]; 3)#[redacted] - Tracking No.: [redacted] & 4) #[redacted] - Tracking No.: [redacted]. While I received orders 1 to 3, I did not receive Order number 4. When I checked the tracking it indicated that while the shipping label had been created, the item had not been shipped. I contacted customer service again on ** September 2014 (spoke with [redacted]) and asked them to look into the issue. They apologized and said they would escalate the issue, resolve it and immediately issue the missing gift card and that I should receive an email confirmation. Having not received an email confirmation, I called customer service again on ** September 2014 (spoke with [redacted]) and was issued a 'service excellence number,' which was #[redacted]. I was told that this would mean the issue would be escalated and resolved promptly. Having not heard anything further and having not received any emails either, I called customer service again on ** September 2014 (asked to speak with a Supervisor). I spoke with the supervisor who informed me that the issue was being resolved and the case had already moved to the resolution team. It is now ** November 2014 and I have not received any gift card, any further information or any additional emails from Lord & Taylor. At this stage I am beyond frustrated that I do not have access to my own funds and LordandTaylor is doing nothing about the issue. I called customer service again today (spoke with Supervisor [redacted]) and was told ONCE AGAIN that the issue will be escalated!! It is now almost two full months since I placed the order and have been left without use of my own funds! The tracking information shows that the label was canceled on ** October 2014 and to-date Lord&Taylor has done nothing to resolve an issue that has been on-going since ** September 2014. I am out of $100 and there has been zero efforts from LordandTaylor to fix their mistake. I request immediate resolution and for the $100 to be sent to me immediately, along with bank interest that could have been accrued for the two months I have not had access to the funds!Desired Settlement: I request that Lord&Taylor immediately send me the outstanding $100 I am owed. I request that this money is returned along with the general rate of Bank Interest - given that I have been out of my own funds for two months. Similarly, given the lack of efforts made by Lord&Taylor to fix their own error, I request appropriate compensation be provided from them for all of the time and efforts I have had to put in, in an attempt to resolve their mistake! The time and money I have spent on the phone calls alone should be amounted for in addition to the inconvenience and total lack of professionalism on behalf of Lord & Taylor.

Business

Response:

Hello,Our Service Excellence team reached out to the customer and are having a $100 giftcard sent out to them.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]

Lord & Taylor has no option but to provide the $100 Gift Card to me - as these are my funds that they have been withholding. So saying that this is being issued is not a helpful response. They need to address the fact that I have spent over two months attempting to resolve this issue! Therefore, this is not an acceptable response at this stage. I would like to know what Lord & Taylor will be doing to compensate me for:a) Holding a monetary amount of $100 for two fiscal months - I have requested bank rate interest to be provided on this amount;b) Compensating me for the time, phone-calls and amount I have had to spend in attempting to recover my own funds - for the last two months. - I have requested Lord and Taylor to allocate appropriate compensation for this.I request for the business to provide a full response, including how they are compensating me for the errors they have made for the last two months. If the tables were turned and I owed money to Lord & Taylor - I would be expected to pay all sorts of additional fees - the business should be held to the same standard!Thanks.

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:

[Your Answer Here]

One of the $100 GCs is still pending, so this has only been partly resolved. Not sure why customer service is not able to issue these in a timely manner. I am so disappointed from this experience that I would rather receive a refund in the amount of the GCs!

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 $100 back to the customer's credit card. The $100 accommodation giftcard was already sent to the customer.Thank you.[redacted]

Review: I returned via [redacted] an item that I purchased online. I have confirmation that the item was received one month ago. I have seen no refund. I have emailed the company and called them. Both times I have been told to wait longer.

Newgistics Shipment Manager Inbound Tracking >>

SmartLabel Tracking Number *

Tracking Number

Reference Number

Status

Delivered

Destination

Date Time Description Location

2/**/2016 06:00 PM Delivered to Return Center [redacted]

2/**/2016 08:20 AM Departing Newgistics [redacted]

2/**/2016 03:21 PM Departing Newgistics Facility [redacted]

2/**/2016 07:28 AM Inducted into Newgistics Ne... [redacted]

2/**/2016 11:48 AM Picked up by [redacted]Desired Settlement: refund of original purchase price to original form of payment (credit card)

Business

Response:

Tell us why here...

Hello

Customer has been fully refunded today on the below transaction. If you should have any questions at all please feel free to contact me [redacted].

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

Customer Service Supervisor, Call Center

E: [redacted]

O ###-###-####

Hudson’s Bay

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. Thank you, Revdex.com!

Sincerely,

Review: I ordered a pair of shoes that was damage, I was told by [redacted], that an investigation would be done. I was never told that I had to send the shoes back. I spoke to two representatives that told me I was being reimburse the amount of the damage shoes, photos were taken and sent. I was reimbursed $17 and some change instead of tHe eighty something dollars, that I was told that I would be reimburse.

Business

Response:

Good Afternoon,I attempted to call the customer at ###-###-####. I am emailing her since I was unable to reach her. I have researched this and found that we gave 20% off the shoes . We gave this because per notes, customer stated that she was going to have the shoes repaired and was seeking compensation for this . Customer requested to keep the item and have it repaired instead of sending it back to Lord & Taylor. Kind Regards,[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 resolve

I was given 20% off my next purchase, not the original shoes, the representatives from Lord and Taylor was the ones that said they was going to reimburse me the full amount for the shoes, I didn't make it up, this is what they said. They're trying to cover up what was told to me by several representatives. This is not good business practice, they're covering up what was told to me. I did call back Lord and Taylor and left a message, after they tried to contact me once. They should not be selling damage goods....

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

Sincerely,

Business

Response:

Good Afternoon,

I have had this order refunded on transaction # [redacted] in the amount of $69.32. As this item came from the vendor directly I have sent the photo’s that were provided to me to the vendor themselves, to make them aware of the issue. I do apologize for any and all inconveniences that you may have had.

Kind Regards,

%

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] I will have the complaint removed once I'm refunded.

Review: -went to Lord and Taylor, [redacted] on "[redacted]" on visit to **, where my shop time was limited; I chose only to go to Lord and Taylor; boots I selected ( on sale) / correct size not available; salesperson suggested ordering them online and having them shipped to my address in **; I did that and added 50$ item to my cart to avoid shipping charge on the boots (and the new purchase) to **.

Package arrived; boots were damaged/ suede was matted in such a way it is clear can't be restored; Wanted to request an exchange; Waited hours and hours for several days for someone to answer the customer service number; have written emails to customer service and have yet to receive a response. This is not what was advertised.. expect more from Lord and Taylor, which is why I selected the store in the first place... it's good name.

I'm sure there would be no problem returning the boots via mail but I do not want to start all over with shipping charges and paying full price and not the price I already paid. Thus I need human intervention. A reputable store , but this is not reputable behavior.Desired Settlement: I want Lord and Taylor to exchange the boots immediately. Living in [redacted], small window of time to wear boots.. I want them sent over night; If I have to pay again until the return is processed and my card credited, I'm ok with that, but I want the price I paid (Black Friday price) and no shipping charges. Simple enough, I would say... any quality store would agree.. Not to be able to get them on the phone, or via email is not ok.

Consumer

Response:

A few hours after I filed this complaint I received an email from Lord And Taylor Management. I do not know if it's a coincidence or if in fact my complaint to the Revdex.com moved this along. Never-the-less it looks like the issue is being taken care of, and Lord and Taylor is fixing the problem. Thanks for your intervention, if that's what it took..

Review: I received clothing as a gift over the holidays that was purchased in a store and given to me with a gift receipt. I called lord and Taylor customer service and they emailed me a prepaid label to return the merchandise with. It has now been two months later and I have not received any confirmation that they received the clothing so I followed up with a phone call. I spoke with a representative who confirmed that they had received the package, I then sent her an email following up including a copy of the gift receipt that I had sent back with the clothing. It is now a month later so I called again to follow up lord and Taylor is now telling me they can't see my package, at first they tried to tell me the agent I spoke with on February [redacted] does not work there which is false because a few minutes later they were able to confirm that she does work there. They have been unable to provide me any solution, and I am expecting a gift card for the full price of all the items received, which is well over 300 dollars. This company has poor morals and ethics and are swindling customers out of money.Desired Settlement: I will need a gift card for all the items returned and it will need to be at the full value of the item. None of the items were purchased on sale and all of the items together totaled over 300 dollars

Business

Response:

Hello,The refund was in fact processed to a giftcard on 02/*/2015. However our team did not have your address or contact info in order to send the giftcard.Therefore the credit card listed on the receipt you provided was credited, $248.03 on 02/**/2015.Thank you.[redacted]