Lord & Taylor

Review: BUYER BEWARE: Lord & Taylor kept my returned item + my money for over 1 month & NEVER refunded me! Id like to warn other customers about Lord & Taylors shady and questionable business practices. I returned a Dooney & Bourke Charleston tote using their prepaid return label on 4/**/14. It has been OVER A MONTH since my package arrived back to L&T on 5/*/14. I have attempted to contact them FOUR TIMES via email+phone & I have yet to receive my refund. I must question the incompetency of L&Ts employees/management & the so-called business practices of a company that provides false and misleading information to customers.According to their website, returns take 5 business days to receive & credit the return. I understand that there is an inspection/processing period and possible holiday delay, but taking over 1 month to do so without any resolution is unacceptable. They've had the returned product and my money for over a month now & still need more time?! Per USPS.com (tracking # [redacted]), my package was picked up by a shipping agent on 4/**/14 & per [redacted] (tracking # [redacted]) my package arrived back to L&T on 5/*/14 at 6pm. Why can't they verify this info online? Why can't they check their inventory?5/**: [redacted] responded via email that returns can take up to 3 weeks to receive & process. This information is NOT stated anywhere on their website. 5/**: [redacted] stated that my return should be processed by 5/**/14. False info given to customers.5/**: Emailed them tracking info. No response email within 48h or any form of communication about this inquiry. 6/*: There is seems to be confusion even amongst the employees as there are no set standards. [redacted] stated it takes 5 business days to process returns. Which is it: 5 business days or 3 weeks? Neither choice seems to be the correct time frame for my refund. Tracking info was given to her but problem still unresolved. Why couldn't she verify online? They needed more time.Desired Settlement: Refund in the amount of $141.55(which is $148.50 for cost of product - $6.95 for cost of prepaid return label). Revision of the time frame to process returns clearly stated on their website. Accuracy in customer service communications with customers via email/phone. Management to implement a way to quickly resolve future problems such as mine.

Business

Response:

Hello,

The item has been returned and credited.

Thank you.

Consumer

Response:

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

Sincerely,

Review: I placed an order on lordandtaylor.com on 6-*-14. Unfortunately, they sent me the incorrect size. Their customer service center said that they would send me shipping labels to return the dress in order to get a credit. They also said that in order to get the correct dress size, I had to purchase yet another dress. I wasn't so satisfied with that, but I went along with it. On 6-*-14 I received another email stating that my dress was shipped yet again. Three days later, on 6-*-14 I received my order only to find that they sent me the wrong size again!! I called their customer service center and asked for a [redacted]. [redacted] came on the line and was of no help whatsoever. He said that he would send me shipping labels again and that I would have to buy the dress a third time. I asked him if there was any way of expediting my order or possibly sending the dress to one of their store locations just so that I could see that it was the correct size before I had to pay for another dress. First of all, he didn't even apologize for the inconvenience that I was experiencing, and second of all, he wasn't willing to do anything to provide the "excellent customer service" that Lord and Taylor claims to give. He said that it would take 48 hours before he could even put another order in because they had to clear this up in the warehouse first. I asked if he could call the warehouse and have them put a rush on it. He actually stated that "they don't have any phones in the warehouse". I find that extremely difficult to believe. I then asked for his [redacted] only to be connected to [redacted] who was even less helpful and downright condescending! Seeing that I had to take another approach, I decided to attempt to contact Lord and Taylor's corporate headquarters. On my first attempt, I spoke to [redacted] who connected me to an invalid extension. I had to call back. I then spoke to [redacted] who connected me to extension [redacted]. The person that answered at this extension then connected me back to customer service. As you can see, I have made several attempts to receive the merchandise that I paid for not once, but twice already. Not only has this been aggravating, but it is causing me a lot of stress. I purchased this dress for my daughter who is graduating from Elementary School. She needs this dress within a week at most in order to wear it to her dance. My initial order was placed on 6-*-14 which would have given us ample time. I feel like I have given this company several chances to make due, but all my attempts have been unsuccessful.Desired Settlement: Most importantly, I would like to receive the merchandise that I have ordered and paid for immediately. If possible, I would like to be compensated for the extra time and aggravation that they have caused me in dealing with their incompetence. I definitely don't feel that I should be responsible for the shipping charges.

Business

Response:

Hello,

Our Service Excellence team contacted our Warehouse and located the correct merchandise. They are overnight shipping it to the customer.

Thank you.

Review: I placed an oder online with Lord and Taylor to be shipped to my daughter in Ithaca, NY (Cornell University). Our home address is 35 Park Ave, New York, NY. They were 3 pair of shoes. One pair were of wrong color due to their mistake and another was too small. My daughter called them back to get an exchange. They informed my daughter the best thing to do was to re-order those shoes and wait for refund for the returns. My daughter did so. When I received confirmation from them, I noticed they had the wrong shipping address. It was our old home address. I called them back right away to inform them of the mistake. They told me they couldn't make the change even though I called them right away. I asked them how they have my old address, they said it was part of my profile. I checked my credit card billing address and online shipping address, neither one had my old address. At the same time there was no reason why my daughter wouldn't expect L&T to just ship the shoes to Ithaca again.

We've been on the phone with UPS to ask them to ship the shoes to Ithaca or to our home address. UPS said L&T had put a request not to allow received to change shipping address, but L&T wouldn't change the shipping address. Now I am out of money for 4 pair of shoes. I also emailed them right away.Desired Settlement: I would like to get the shoes delivered and get a refund for returned shoes

Business

Response:

Hello,

Our Service Excellence team contacted the customer and offered her a $25 giftcard for her troubles. Our rep. initially entered in the incorrect address but the customer was able to change it through UPS.

This case is closed.

Thank you.

Review: I bought a pair of shoes from Lord & Taylor on 12/*/14. They arrived on 12/*/14 and were beautiful. Six days later there was a promotion and the shoes were on sale for $83 less that what I paid ($247 vs $330). I called and requested a price adjustment and I was told they did not offer such a service unless the item was on clearance. I said okay, bought the shoes at the lower price and returned the original pair using the prepaid shipping label L&T provided. (The shoes were never worn and were in perfect condition when I returned them, as I had purchased them for an upcoming event.) I returned the shoes to the [redacted] dropbox on 12/**. They were received by L&T on 12/**, but I was never notified of receipt. I called the first week of January to check on the status of the return and I was told they hadn't received the item. I didn't have the tracking number with me at the time and I was told that they don't keep the tracking information from their prepaid labels and that is why they tell the customer to write it down. I called back again a few days later with the tracking number, and that was how I learned that the shoes made it to the warehouse on 12/[redacted](For whatever reason [redacted] had no tracking information associated with the tracking number - but that is another issue entirely.) The rep sent a report to the "Service Excellence" Department detailing the issue, as he said the refund should have been issued within 7 days of receipt of the shoes. I didn't hear anything back for about a week so I attempted to contact L&T. I attempted the live chat feature no less than 5 times and I was never connected to service agent, I e-mailed and never received a reply, I called back twice and was on hold for 36 and 24 minutes then disconnected, and then finally on Friday, January ** I spoke with a [redacted]. I was told that she contacted the Returns/Warehouse Department and was expediting the process, that my refund would be issued by Wednesday, January **, 2015, and I would get an e-mail confirmation. (At this point L&T has had the shoes in their warehouse for over a month and I still have not been notified that they got them which is the first step in processing the refund.) I called back on Wednesday, January **, 2015 and I was told (by a customer service rep -because the [redacted] wouldn't answer my call) that the [redacted] was "walking the case over" to the Service Excellence Department so the refund could be processed that day. After two days I still had not gotten an e-mail confirming that the shoes had reached the warehouse (where they have been for over a month) or that my refund has ben processed. I called back on Friday, January **, 2015 of confirm that my refund had been processed. I spoke with a customer service rep and he told me that the refund had not been processed the [redacted] was contacting the warehouse to expedite the case. I told him that had already been done and asked to speak with a [redacted] (again). While speaking with a [redacted] I was told that the [redacted] I spoke with previously had LIED!!! She did not walk the case over to the Service Excellence Department and the refund was not processed!!! The only record the SE Department had was from my second call in early January. The [redacted] said that he walked the case over and I would be receiving my refund my tomorrow at the latest. I hope that is the case...

This last call was the first time I was offered any recompense for the appalling service - a 15% off coupon for my next purchase.

Here is the information regarding my online order for verification purposes:

Original order #[redacted]

Order number of shoes I purchased at the lower price: #[redacted]

Tracking Number: [redacted] (This tracking number does not access any information on the [redacted] website, but the L&T internal tracking system can access the information. I was told this may be because [redacted] hands the packages off to [redacted] and they actually handle the delivery.)Desired Settlement: 1. I would like my money to be refunded

2. Change the price adjustment policy so customers don't have to reorder and contend with the cumbersome shipping process and L&T labor hours aren't wasted

3. Modify the return system so the [redacted] tracking numbers provided on the prepaid shipping label allow customers to access tracking information, and keep the tracking information for the provided prepaid shipping labels in the L&T system.

4. Have customer service reps respond to requests for a live online chat if you are going to offer the service

5. Deal with [redacted]s that routinely mislead customers - I have read other reviews that indicate the same issue. This was not an isolated incident.

Additionally, I think a gesture of goodwill is in order.

Business

Response:

Hello,The " bill to" and "ship to" last name and address were both different on the customer's order, therefore it caused a delay in a refund.Our Service Excellence team will reach out to the customer to offer compensation.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]

1. The response only dealt with one of the requests I made regarding customer service going forward.2. The response was inconsistent with all the other communications I have had with Lord & Taylor. At no point were the mailing and shipping addresses mentioned as issues. I have two last names and I live half time on both coasts. In the entire history of online returns I have never heard of this being an issue. I would also like to note that the names were not completely different - the first name and my first last name were exactly the same. The only difference was that my second last name was on one of the addresses. 3. I paid via [redacted] and the first and last name, shipping address, e-mail, and phone number are all the same as the ordering information. Therefore there was no reason for this problem to arise. Why is the shipping address relevant to a return? Furthermore, the last [redacted] I spoke with kept his word and issued the refund to my [redacted] account. If the shipping and billing addresses were an issue how was he able to make this happen? 4. To this day I have not received a confirmation the the shoes were returned to the warehouse. I was told during the entirety of this process that this was the issue. To my knowledge it has not yet been resolved. For these reasons, I do not believe that this issue has been resolved in totality. In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello,Below is the copy of emails sent to customer from [redacted] on our Service Excellence team on January [redacted] explaining the issue with the different last name on the order. She also offered a $40 giftcard as compensation along with an apology. The shoes were returned to us and a credit was processed on January [redacted]. The customer did correspond back with [redacted] that same day.2ND EMAIL:Good Afternoon [redacted], Thank you for getting back regarding this issue. Please onceagain accept my sincerest apology for the customer service that you received. Ifound that your item was scanned in to the system. The reason for the delay wasthe billing and shipping address were different, when this happens our systemcan not distinguish if the order is a gift or not. I do apologize for thisinconvenience and for the time in the delay. If you have any problems,questions, and concerns please feel free to contact me at [redacted] or at###-###-#### that is my direct line . I do have confidential voice mailand if I do not answer please leave me a voice mail. I am having the gift cardissued to you via [redacted] and once I have the tracking number I will promptlyemail so you are able track the gift card. Once again I do apologize for theinconvenience that you have had. Kind Regards, [redacted]1ST EMAIL:Good Morning,I am writing in regards to order [redacted]. First and foremost Igreatly apologize for the inconvenience that you have had with thisorder. We at Lord and Taylor strive to give our customer’s that highest levelin customer service and I apologize that you have not received that. Ihave research your return and I have found that we have submitted to have the[redacted] account refunded. I have reached out to the team that handles this andasked to expedite the refund. As a token of an apology for the trouble andaggravation, I would like to forward you a $40.00 gift card. While I am awarethat this does not remedy the horrible experience, I do hope that it will be astep in the right direction in restoring your faith. If you would be so kind,please provide a valid mailing address that I may forward this out to you assoon as possible.Again,please accept my most sincere apologies for all the trouble that you haveexperienced in regards to this. I truly understand how frustrating this matteris to you and would like to assist in turning this experience into a morepositive one anyway that I can. For more questions or concerns, please feelfree to contact me through e-mail or via phone and I will be more then happy toassist you. Thank you so much for your time in regards to this. Warmest Regards, [redacted]

[redacted]This case is closed.[redacted]

Review: When I placed the order on lordandtaylor.com, it clearly listed in my order confirmation that I was going to receive 2 piece free gift with my clear difference purchase, one is BB cream, the other is clear difference serum. However, when I received the order two days later, only the BB cream is in the package, the serum is missing. Then I checked lordandtaylor.com, they were still advertising for this free 2-piece gift with purchase events. When I chatted with customer service, trying to get the missing serum back, I was told the serum wasn't shipped because it was out of stock and lordandtaylor could NOT do anything because it was a free gift. As a customer, I'm deeply disappointed by this reply. Order confirmation is like a piece of contract. Free gift is also part of it.

Lordandtaylor is responsible to taking the ad off their website if the free gift is out of stock. I was cheated into buying this product, and found out that no free gift was available for me later. What's worse, at the time I found out I didn't get the free gift two days later, they were still advertising for the same 2 piece free gift on the website.Desired Settlement: send the serum gift

Business

Response:

Hello,

Our Service Excellence team member contacted the customer today and are sending out a Gift With Purchase to her.

UPS tracking # [redacted]

Thank you.

This case is closed.

Corporate Customer [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]

The gift with purchase Lord and Taylor sent to me is different from the item that's missing.

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

Sincerely,

Business

Response:

Hello,

They are sending out the correct GWP to you. Our apologies.

Thank you.

Corporate Customer [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: Supervisor [redacted] (and other supervisors who handled my case regarding order# [redacted]) refused to correct Lord and Taylor's mistake of printing out and mis-entering correct data on their end of my correct delivery address. [redacted], other supervisors and customer service failed and didn't care to provide a solution to Lord and Taylor's mishap which is ALL their fault. [redacted] and everyone was very rude to me and refused to give me a refund of my misdelivered order (I did not get).Desired Settlement: I am demanding a refund

Business

Response:

Hello,Our Service Excellence team has reached out to the customer and are refunding her for her order as well as offered a giftcard.This case is closed.Thank you.[redacted]

Review: Contacted company about products that were not delivered numerous times and they will not refund or replace.

I ordered 2 products ( Lash Glamour Extreme Lengthening Mascara

One Size/Black 25.00 1 25.00

Natural Brow Shaper & Hair Touch Up

One Size/BLONDE NATURAL [redacted]) Jan **that were supposedly delivered by UPS Jan 10 tracking number [redacted]. The products were never delivered. Even though the company promises UPS delivery it was "delivered" by the USPS. They supposedly launched an investigation Jan 10, but when I called back a few days later, they had no record and filed a new complaint. I have called back 3-4 times since to see if there were any updates, but they will not send a replacement or issue a refund until UPS gets back to them, which could be another month or two apparently. I just want my money or my products. My original order number was [redacted]. I paid $50.00 with a gift card and the remaining $9.83 with my credit card.Desired Settlement: I would be satisfied with a refund or a replacement. I would also expect some kind of gift card or discount card if they want me to use their company in the future.

Business

Response:

Hello,

The items were returned and credited on 02/**/2014. Since the original purchase was paid via partial giftcard/ partial credit card that is how the credit was returned. $9.83 on credit card ending in **and $50.00 on a giftcard, which is being sent through the mail. Receipt below.

MEDIA DATE CCYYMMDD: * CASH *

(OR SEQUENCE NUMBER) RETN *

STORE NUMBER: *

REGISTER NUMBER: * ORIG ASSOC/STR *

TRANSACTION NUMBER: **

RETURN MDSE

** @

TKT 25.00 PLU 25.00 #N# 25.00

EYES **1 @

TKT 22.00 PLU 22.00 #N# 22.00

FEE 7.95

2 ITEMS SUBTOTAL 54.95

TAX 4.88

TOTAL -59.83

CREDIT M/C 9.83

[redacted]

MERCHANDISE REFUND 50.00

[redacted]

This case is closed. Thank you.

Review: So, I ordered a giftcard worth $100 from L&T online on June **, 2014. I was sure that I did not get it by June **, 2014 because I placed another order for a bag and did NOT have any giftcard to use.

Fast forward, I recently wanted to make a purchase, and remembered that I still have a giftcard from L&T. But I looked up all the record and realized that I don't have it. I keep thinking it is a electronic one, but it is not. I only have a order confirmation that was sent to me on June **, 2014. No shipment email about that order at all.

I called L&T on June **, 2015, hoping they could investigate it for me and help me find my giftcard back. Guess what, the reps keeps saying there is nothing they can do about it because the order is 1 year old. They don't keep any record in their system over a year old. Seriously! It is hard to imagine that is their record keeping capability in 2015! Better yet, the rep keep interrupting me by saying "there is nothing they can do about it" for like 10 times. That is not the way of customer service. I would not do that even it is with a stranger trying to carry on a conversation. The customer rep seemed so lack of training. The whole experience make me feel that they don't care about solving my problems but just trying to get rid of me over the phone.

The customer service reps don't get back either. I was told someone would call back in 3 days, someone has emailed etc...But never happened, no email even if they say they did. It is okay to say whatever since there is no record keeping anyways.Desired Settlement: Could someone please help to get my $100 giftcard back?

Business

Response:

Hello We are currently trying to gather the data from our billing department. We are trying to get the gift card number to be able to reissue the gift card in the correct amount. 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]

The business has not taken care of this matter yet. Plus the number they left on my voicemail (###-###-####) cannot be reached.

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

Sincerely,

Business

Response:

HelloCustomer was contacted again at 2pm on 7/*/15 and an email was sent to the customers email address. A voice mail was left with the phone number ###-###-####. We are trying to get the gift card number from our sales audit team as this order is a year old. 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 got Email on Jan ** saying 3 items shipped in order #[redacted], which totals $148.89, but I did not receive them.

I called them right away but was told that it was only shipped to [redacted] and it might take 3 more business days for me to receive them.

3 days passed and I still did not receive them. I called back on Jan ** and was told to wait for 2 more days.

I called back again on Jan ** and finally they let me report the case with the trace # [redacted]. They told me that it will take 3 weeks to investigate and they will refund me if they did not find the items.

3 weeks passed and nothing happened. I called back on Feb ** and was told to wait for another week.

and on Feb **, they sent me a email saying that according to [redacted], the items have been shipped on Jan **. They are sorry to the missing items but can't refund me because I use to standard delivery instead of paying for the more expensive [redacted] 2 days delivery.Desired Settlement: Refund

Business

Response:

Hello,Our Service Excellence team will credit back the customer.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 have contacted Lord & Taylor on multiple occasions regarding a failure to credit my card back for a return I made in December. I returned several items I had purchased using the pre-paid return label provided in the package. I returned the package the week of 12/**/14, but by the time I realized my account was never credited (In January) I no longer knew my tracking number. I initially contacted Lord and Taylor via email through their website, and I was contacted back by [redacted]. with the following comments "A return can normally take 14-21 business days to be received and processed. Currently our warehouse is 7 business days behind in returns." (among others).

I waited several weeks, assuming my return had gotten lost in the holiday shuffle, and then followed up again via email, with no response. I then called and the woman who I spoke to was rude and told me she couldn't help me if I didn't have the tracking number, that they do not keep a record of the tracking numbers they include in the packages they send, and there was nothing she could do. I then requested to speak to a [redacted] who told me they would have to confirm the package had not been misplaced on their end, and then escalate to another department and that she would be follow up within a week. I have not received any follow up, and still no credit to my account. I am extremely frustrated by the lack of help, responsiveness, and accountability on the part of Lord & Taylor - it is among the worst customer experience I have ever had to deal with.Desired Settlement: I would like my refund to be processed and credited to my card.

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 coat from company website. It was too big and not an appropriate color for me. I wanted to do a store return but due to winter weather and the nearest store location was 30+ miles away I used the prepaid return label. I received an email from shoprunner the coat was received by Lord and Taylor on Jan. 9. I called the company to confirm receipt and they said it was only received by the third party shipping, the company didn't have it and when they did get it I would get a store gift card because my billing address was different than the shipping address. I was livid and told the girl that was UNACCEPTABLE. I didn't buy it with a gift card, I wanted it returned back to my account. She said she would note that on my order info and to call back in about a week. Well I called a week later and was told returns was running behind about 7-10 days, but I would get a refund back to my account. I called Tuesday, Jan. **, 2015 and was told the company had received the coat and it would show up on my credit card by the end of the week. When I didn't see it by the end of the week I called back. I spoke to [redacted] and he said the company didn't have the coat and shoprunner had it and until they got it I couldn't get my money back. He asked me to forward the email from shoprunner saying Lord and Taylor had the coat; which I did. He had no explanation only shoprunner had the coat. I immediately called shoprunner and they said they didn't have it and called Lord and Taylor with me on the phone and explained to a supervisor my situation and their records show Lord and Taylor DID receive the coat and I should have had a refund by now. The supervisor escalated it to "management" and said I should hear something soon. I have not received my money nor a call from Lord and Taylor acknowledging my frustration, situation, etc.Desired Settlement: I want the FULL amount I paid for the coat put back on my credit card. I don't want to have anything else to do with this store. They should be ASHAMED!!! If feel a manager could have at least called me to let me know what the status REALLY is and when I can REALLY expect my money back in my card.

Business

Response:

Hello,Our Service Excellence team will contact the customer and have her refunded.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 ordered a purse from the company and it took forever for it to be delivered. It was delivered today and the box looked like someone kicked it repeatedly and stepped on it. When I opened it, the purse was not packaged very well at all (they have sent me purse before in excellent packaging). The purse is completely damaged and there is no way that I can fix it myself. I don't think anyone can fix it.Desired Settlement: I would like my money back immediately. This company always delays in giving someone their money back. They also have promised free return shipping and then charged me in the past so I don't want that problem again (they lied and then I had to threaten to file a complaint before they refunded me back). I also believe that I should get the 25% off of my next purchase as this was purchased with that promotion and by the time they get the bag back, the promo will be over. Other companies have even offered me 25% plus another 20% off to make up for the problem so that would be ideal.

Business

Response:

Hello,

I apologize for the way that you received your package. I will notify the store that sent it to you so that they are aware of the situation.

Did you return the bag back to us yet? If not, I can email you a pre-paid UPS label to send the bag back in order to receive credit. Please let me know.

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 want to make sure that the person/store that sent it is talked to about how they packaged the box as it was not in a sellable condition at all. I have since shipped the package back with a prepaid label and I better not be charged for return shipping. I am not the only consumer that has reported poor packages. However, mine is the worst out of the complaints that I have viewed online. I hope that this is taken seriously because you will lose a lot of business without changes to shipping immediately. I hope that my promised refund goes through without problems as well.

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

Sincerely,

*

Review: I mailed back a BCBG dress on November **, through UPS. Order number [redacted]. They have had my dress almost a month and I have contacted them several times regarding this credit. They will not respond. UPS tracking number [redacted] , someone signed for it on Nov **. Please track on UPSDesired Settlement: I want the BCBG credited back, it hasbeen a month!

Business

Response:

Hello,

This issue was taken care of in January by our Service Excellence team when the customer contacted the Revdex.com the first time.

The Service Excellence team member, Teresa, called the customer as well as sent her an email that she was getting refunded to her VISA card for $257.60, which was done in December.

Receipt below:

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

This case is closed. Thank you.

C[redacted]

Review: I specifically read through the receipt and label provided with my purchase and nowhere did it say on there about the $6.95 return fee. Once I saw it on my credit statement, I went to the terms online and saw that the company does have the necessary language on there about the fee; only after I was charged. I would have brought the return to the store (I am not far from the location) had this disclosure been appropriately made on the return label. Consumer shouldn't have to research online in addition to the terms on the receipt and label itself.Desired Settlement: Return $6.95 since had this been properly disclosed I would not have agreed to it and therefore would not have used label to mail back product.

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 experience you have encountered with us. I have recently received your case regarding an item that you have returned, but have ended up being charged $6.95 return fee. I’m so sorry for the trouble that this matter may of caused you.

Please be assured that I would be more then happy to complete this for you. I will submit the refund request to our Audit Department this afternoon. Once this process has been completed, I will forward you another e-mail indicating that this has been processed accordingly onto your account.

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,

Customer Care Center Specialist

Lord and Taylor

Review: I purchased a pair of Donald J Pliner boots online in July 2015. I returned this item, along with 2 other boots, on October ** to the Lord and Taylor store located in Novi, MI. I was told by the sales associate that I was not eligible for a refund because of the lapsed time, but would be issued a store credit. He then informed me that I would not receive back to full value of the merchandise, but could only get back the current value of the item. I paid could not $166.14 for the Donald Pliner boots, but only got back and in-store credit of $128.60. But I found out today, that same item is being sold on the Lord and Taylor website for $298 and the same item I returned is now being sold in store for $208. When ireached out to Lord and Taylor directly, I was told that "they stand behind their policy." Of fraud? Why not. They can low ball me, make it so I can't take my money anywhere else, then turn around and resell that same item for a much higher price. They win and I'm left feeling robbed.Desired Settlement: FULL refund to my credit card for all three purchases. I will be spending my money elsewhere from now on.

Business

Response:

Tell us why here...Good Morning,I am writing in regards to order [redacted]. First and foremost I greatly apologize for all the inconveniences that you have had with this order. I will be more than happy to have the difference issued to you for the amount of $37.54. As a token of an apology for the trouble and aggravation, I would like to forward you a $50.00 gift card. While I am aware that this does not remedy the horrible experience, I do hope that it will be a step in the right direction in restoring your faith. If you would be so kind, please provide a valid mailing address that I may forward this out to you as soon as possible.Again, please accept my most sincere apologies for all the trouble that you have experienced in regards to this. I truly understand how frustrating this matter is to you and would like to assist in turning this experience into a more positive one anyway that I can. For more questions or concerns, please feel free to contact me through e-mail or via phone and I will be more then happy to assist you.Thank you so much for your time in regards to this.Warmest Regards,Heather L[redacted]Service Excellence Specialist Lord and Taylor | Hudson’s Bay CompanyPhone: (###-###-####) USAPhone ( ###-###-####) CanadaEmail: [redacted]

Review: We ordered a handbag online (order #[redacted]) for a gift. Paid for 2 day shipping, and on the delivery date what we received was an empty box. We immediately called l&t customer service and a case was opened (case #[redacted]). We were told it would take 3 to 5 business days to resolve. After the 5th day we called and nothing. They said they had to contact fulfillment center and they would email us. We waited a few days then called because we haven't received an email. Now everyone that answers our call says the person handling the case isnt in and they are waiting for fulfillment center response. This was ordered 18 days ago and still no bag or refund.Desired Settlement: Would like for the order to be completed or a refund for the full expense.

Business

Response:

Hello The customer will be refunded for the handbag and will see the credit in 3-5 business days. An email was sent to the customer advising them of the credit from [redacted]. Thank you [redacted]

Review: I ordered three bathing suits on 1/**/15. All were unsuitable, so I returned them according to the seller's instructions. The seller credited me for two of them, and claimed that the third was damaged, and returned it to me.I had returned it exactly as received, with the tags still intact.

I returned the package to the seller via registered mail. I have the signed return receipt.Desired Settlement: Refund the amount of $117.00, plus any shipping charges, and close the Lord and Taylor account in my name.

Business

Response:

Hello,I have already been in contact with this customer regarding this issue when she sent a letter into us.I explained to her that our Return Validation department declined the suit because it was not in saleable condition. We have the right to refuse any returns if we feel that they are not returned back to us in unworn and unsaleable condition.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 have determined that my complaint has NOT been resolved because: I have returned the item exactly as received, and expect a full credit. I am not responsible for any alleged damage. I have been treated with incredible rudeness by Lord and Taylor staff. My family has shopped at Lord and Taylor for over 80 years, and I am astounded at their callous treatment of a customer. I would appreciate names of customer service personnel who could help me resolve this very distressing issue.I absloutely refuse to pay for merchandise which I have returned exactly as received.

[Your Answer Here]

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 HAVE RETURNED THE MERCHANDISE. CREDIT MY ACCOUNT. [Your Answer Here]

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

Sincerely,

Business

Response:

The return has been rejected.Thank you.

Review: I paid for three shirts from the online site. As I was checking out I noticed I was being charged tax for the shirts. I live in NJ and in NJ we do not pay for tax on clothes. I figured the amount would be adjusted as I have seen this before with other sites where they adjust the amount after the sale. Lord and Taylor failed to adjust the amount and I was charged for tax on the shirts. I placed a call into the customer service number and was informed by rep [redacted], "our system calculates tax properly and we do not give money back for tax" I explained to [redacted] that I am sure the system does calculate properly in state that pay tax on clothes but that I live in NJ and we do NOT pay tax on clothes. She told me there was nothing I can do and "escalated" to another department that I will not hear from for a months time. This is complete unacceptable and I would love to know where the tax is going if not to my home state? My case number with Lord and Taylor department store is case #[redacted].Desired Settlement: I would like to be refunded the amount for the tax that I was charged. I would also like their website to be fixed so that other NJ residents are not charged tax for clothes.

Business

Response:

Hello,The customer was in fact incorrectly charged for tax. We will process a credit for the amount of the tax.Thank you![redacted]

Review: Item: Michael Kors, Faux Fur Bomber, Ladies, as advertised in teh "This is Fall Catalog" no information is given about this item, it is not on line, not in the stores and not further information is given out byt a store, on line or at the corporate office if and or when this item may be available.Desired Settlement: I want my questions answered properly and direct about the advertised item and its availability or lack there of

Business

Response:

Hello,

There was a delay from the vendor on this item. We have had many inquiries about this jacket. Please contact me with your sizing info and I can notify you once it is available.

Thank you.

Manager-Customer Service-Corporate

Review: I purchased a Michael Kors handbag online for my wife on 12/**/15 as a Christmas gift. I did not open the box to take the handbag out when it was delivered. I left the box unopened so my wife could open it Christmas day. On Christmas morning 12/**/15, when she opened the box and took out the handbag, the dust bag that comes with every Michael Kors handbag was missing. I contacted Lord & Taylor's customer service (spoke to Alexis) to request a dust bag, I was told the handbag came directly from the manufacturer and it was their error if the dust bag was missing. They didn't carry any dust bags and would have to contact the manufacturer about getting a dust bag. The alternative would be to order a new handbag and return the original handbag w/an additional 10% discount. Also, they would send me a return shipping label for a free return. Then the rep states the handbag is out of stock and I would have to await word from her supervisor regarding a dust bag.

I contacted customer service again today 12/**/15 and spoke to another rep (Stephanie). She stated Lord & Taylor cannot request a dust bag from the manufacturer be sent to me and there was nothing in my order notes stating I could order another handbag w/an additional discount and that the handbag was still out of stock. When I repeated what the first rep (Alexis) had told me, Stephanie replied Alexis did everything she was supposed to, but there wasn't anything further she could do regarding the dust bag. She said if the handbag becomes available within the next 90 days, I could try to reorder again. So I paid for a handbag that's supposed to come with a dust bag and got gipped, but as far as Lord & Taylor is concerned, that's not there problem to resolve even though they sold it to me.Desired Settlement: I want the dust bag that is supposed to come with the handbag or a price adjustment.

Consumer

Response:

I have received the desired outcome/settlement from the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,