Lord & Taylor

Review: I placed several orders on lordandtaylor.com and paid using their gift cards in August 2015. The orders were canceled and the fund was never returned to me. I contacted the customer service about 4-5 times. Every time, they ask us to wait for 5-10 days but the issue was never been taken care of. The total amount they need to return is about $350.

Business

Response:

Hello

A new gift card is being sent to the customer today VIA [redacted]. It is being sent to the following address with the following tracking number.

Here is the information for the gift card. The Mailing address is [redacted]. I will [redacted] this out today under tracking number [redacted]

Consumer

Response:

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

Sincerely,

Review: On 9/**/2015 I placed an order (# [redacted]) on the Lord & Taylor website for 3 items. The issue is with false advertisement of the “Lambskin Leather Moto Jacket” and the refusal to honor the advertised price. The Jacket was advertised on their website for $59.99. Today, 9/**/2015, I received a phone call from Lord & Taylor customer service (###-###-####* – this is what shows on my caller ID) where the person on the other line rudely instructed me that I would not be receiving the item because it was a pricing error on their part. I asked why this error would prohibit me from receiving the item and why this error isn’t transparent to me. No answer was given; she again stated that the pricing error would not be honored. I in-turn reply to her that I wished for my entire order to be cancelled; I do not appreciate false adverting and misrepresentations. I fulfilled my end of the transaction, Lord & Taylor should fulfill theirs. I have little confidence that this will end in my favor; as I am sure that a “we’re sold out of this item” response will follow. This is breach of contract if you ask me; I purchased the advertised item and Lord & Taylor refused to honor their own advertisement. Error or not I should not be penalized for their internal mismanagements. For this reason I will no longer shop there and I will make sure that everyone that I know is aware of these deceptive practices.Desired Settlement: Honor your advertised price and ship my order in full.

Business

Response:

Tell us why here[redacted] Good Morning! Thank you for your recent online purchase. We appreciate your patronage here at Lord and Taylor. Order # [redacted] First and foremost, We apologize for your recent negative shopping experience, it was not our intent to disappoint you. I have recently received your case regarding an order that you placed, but have ended up not receiving the sale prices. I’m so sorry for the trouble that this matter may of caused you. Just if I may clarify the issue at hand – We strive for accuracy in our advertising. There are times, however, that errors occur relating to product descriptions, pricing and availability. We reserve the right to limit orders if inventory runs low due to overwhelming orders. We reserve the right to correct any typographical errors, inaccuracies or omissions at any time without prior notice, including after an order has been submitted. We apologize if this causes any inconvenience. This information is listed on the lord and Taylor website, under FAQ’s. Please be assured that I would be more then happy to complete this for you. As a one time courtesy, we will honor the $59.99 sale price for the jacket and I will submit this 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. While I understand that this does not make up for the aggravation and time spent on this, I do hope that it will be a step in the right direction to restore your faith with us. We truly appreciate your feedback and the time that you took to notify us of this experience. Please be assured that I have taken your comments and concerns and forwarded them to the appropriate department for review. With this, we will be able to prevent horrible ordeals like this from happening again the future and will better our online customer service so our customer’s will have a quick, efficient and pleasant experience. Again, please accept my most sincere apologies for all the trouble that you have experienced in regards to this. I truly understand how frustrating this matter is to you and would like to assist in turning this experience into a more positive one anyway that I can. For more questions or concerns, please feel free to contact me through e-mail or via phone and I will be more then happy to assist you. Thank you so much for your time in regards to this… I hope to hear from you soon. Warmest Regards,[redacted] Jahaira CCustomer Care Center Specialist [redacted] (###-###-####) USA (###-###-####) Canada Lord and Taylor ...

Consumer

Response:

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

Sincerely,

Review: I had lost my job in December 2010, as a result my credit score has plummeted because of falling behind. I am currently employed but not making nearly as much as I use to. I had reached out to Lord and Taylor regarding my plight. I was given a payment plan, I could not agree to a set amount taken from my banking account then because funds were sparse and I had too many other obligations, I was literally having to "rob Peter to pay Paul". I fell behind.

Since then I have gotten a better grasp on thing, many of my creditors have place me on a plan where manageable payments are now being drawn from my checking account. I tried numerous times to re-establish myself with L&T, I know I failed the first time but I've been asking if the would reconsidered but this time the payments will be automatically drawn. I been trying to catch up on my past due, the amount is too great to pay in one lump sum.

Also, is it legal for them to turn my store card into a store credit card with different terms without my permission? An extremely high rate. I want to pay my debt, but customer service has been a nightmare to deal with.Desired Settlement: I would like to make reasonable monthly payments which can be drawn from account. It would be helpful if reoccurring interest could be dropped.

Business

Response:

Hi [redacted], Thanks for passing this along to us! Our Executive Resolutions team handles all card complaints from the Revdex.com which are sent directly to our team via the Revdex.com portal. Can you please ask the Revdex.com to redirect this to the card issuer, Capital One, in the portal. This way we can receive the complaint and respond accordingly. In the meantime, we will assign this case and begin working it. Once we receive the case through the Revdex.com portal, we will provide the response to the Revdex.com. 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: To whom it may concern,

I have been a loyal customer of Lord & Taylor for many years. Throughout all the years I can say that the company has provided fair customer service to me in person. I shop at this store in person more than online. My complaint is regarding online services. On December [redacted] 2014, I decided to call the company regarding ordering a pair of [redacted] boots I wanted to order. I had attempted to place the order the day before but, I was not successful. I then, proceeded to call the company's customer service line in order to get help in placing the oder. Due to the holiday season I realize that my call was going take a while to be answered, and I was correct. My holding time was about an hour. I finally was able to be helped by a representative ([redacted]) she was helpful and found the item I needed after holding for her an additional 20 min aprox. After, she found my item, I asked if she would honor a code the company has advertised on the website for the holidays which is 20% off a regular price item or sale item. I told the lady that I understood that the code would only apply to certain items and not [redacted] because it is excluded but, I asked if there was a way to please have it honored for my troubles and time invested on a single order. She was able to get authorization from her manager and put me on hold. Unfortunately, the call was dropped. I believe that it was my fault because I was on the road while it happened. My cell phone possibly dropped the call. I waited a while to call, I wanted to make sue that I called not until I arrived home to avoid the same scenario. When I called back I was able to reach a representative ([redacted]) right away however, she was not helpful as I was trying to explain the situation to her. She appeared to be rude and angry that I had been offered to be honored the code and hung up on me while I was explaining it further. I called back for the 3rd time, this time I was able to reach another representative ([redacted]) she was no help at all, she had the same attitude as the person who I spoke to before but, she did not hang up on me. I asked her to please transfer me to a manager because I was not able to have resolution with her either. She took my personal information and put me on hold for about 20 min. After another long wait, she had me speak to the manager. The manager was very direct and did not have anything much to say to me other than she apologized but, she was NOT going to be able to help me. At this time, I was very perturbed with the situation and proceeded to ask her to transfer me to somebody higher than her. She said no-one else was there except her. She said she could have somebody get in touch with me by [redacted]. She then asked me my phone number which I thought the previous lady had already took from me to give to her in order to avoid repetition of information because she clearly said to me that the information was going to be given to the manager in order the "better" serve me. But, according to the manager; she said that the previous representative did not take my information and that she basically did not know my information. This made me nervous because here I am entrusting my personal information to the representative thinking she would give it to the manager but, the manager who I was speaking to does not know anything about it! Needless to say, the entire process excluding the first phone call I made was handled in the most unprofessional way. I am very disappointed at the store. I am not much of an online shopper for this store because I usually visit it in person. With the experience I encountered, I have been totally discouraged from dealing with the online customer service team of this organization. I was under the impression that a store as prestigious as Lord & Taylor is or is suppose to be, I would think that the service to customers over the phone should be outstanding.

I hope that this incident provides valuable information to the department involving client relations. As far as I am concern, the company needs improvement on how to handle this issues.

Thank you for the time and consideration.

A very disappointed customer.Desired Settlement: To honor the 20% off the [redacted] boots I wanted to order for my child for Christmas. As per the first time phone call conversation. I have invested so much time over the phone and dealing with incompetent representatives and one manager that I think that this is the least they can do. I feel this can also make up for the time and cell phone usage I lost to this ridiculous issue.

Thank you.

Business

Response:

Hello,Our Service Excellence team has reached out to the customer and honored the discount. They also offered a giftcard for the inconvenience.Thank you.[redacted]

Consumer

Response:

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

Sincerely,

Review: I purchased a $404.00 coat from Lord & Taylor Oct*. I returned this coat Oct**. There was no record of me returning this coat until Nov**. This is ridiculous. I was raised shopping at Lord & Taylor. They have the absolute worse customer service I have ever dealt with. The [redacted] should be fired. I have contacted the customer service department several times and have no received a call back from management. I have been told that my refund was processed Dec*. Today is Dec**. I hate Lord & Taylor now. They are hiring people off the streets so that they don't have to pay them much. As a result, the customer service is an embarrassment. I want my money refunded immediately. I have been unable to buy me a coat because they have not refunded the money.Desired Settlement: Refund the money as charged and an gift card for Christmas shopping for my family of $500.

Business

Response:

Hello,I truly apologize for the delay in your credit from your online order. Because of the holiday/busy season, there have been delays in our returns department.The reason that you received the giftcard was because your online order had a different "bill to" and "ship to" name. In that case, we always refund by a giftcard.As an accommodation, I will secure your giftcard and apply the $404.60 back to your Mastercard.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 spent over three hours on the phone with Lord & Taylor's customer service. It started with a malfunction of their website, the order was unable to process because of a glitch. I was then instructed by the "Live Chat" customer service to call the customer help line to order via phone to place my gift order. CALL #1: The first customer service rep, did not spell the gift recipient's name right after I spelt it for her letter by letter, further she did not ask for my billing address, instead she made the billing address the same as the shipping address. I noticed this all once I received my order confirmation email. CALL #2 I then called customer service again to resolve these errors, the rep told me that they would have to cancel my order and start a brand new order again. Although I wasn't thrilled with the idea I understand that there are certain processes that must take place. Therefore I began a second order, although the rep tried her best to resolve my issues she failed to tell me that the $90 gift card I used in my initial order would not be carried over. I am confident in saying that this representative had no idea what the policy for gift cards was/is. I was placed on hold a minimum of four times during this call for greater than two minutes each time. At this point I had spent over an hour and a half on the phone. I was then told that the gift card that I was using for the order would not work because it was canceled in the first order, I would have to wait a minimum of SEVEN days for a new card to be shipped to me once the new card arrives I would then be able to use the card. I stated that the item I was purchasing was a gift (hence the gift box, separate shipping address, and overnight shipping), I was put on hold once more and then told that I should put the full amount on my credit card and once I received the gift card I would need to call back and they would transfer the money on the card to my credit card. Once again this was not ideal and wish I was told this prior to canceling my initial order but at this point I was on the phone for two hours and I needed to get off the phone. The order was finally completed after two hours and I thought everything was okay. I then received two order confirmation emails. The first email was for my gift purchase, everything was correct. The second order confirmation was for the new gift card that had to be shipped out to me, this order was being shipped to the wrong address. Once more I had to call customer service to get this resolved. CALL #3 At this point I was utterly frustrated I spoke with a third customer service representative, I stated that I was very unhappy and do not wish to take out my frustration on her since she has nothing to do with the issue and I would like to speak with her [redacted] or [redacted] to rectify the issue. She asked me for the order numbers and I gave her all three order numbers. She then placed me on hold for a decent amount of time and tried to resolve the issue herself as if while I was on hold her [redacted] told her to take care of this. I allowed the representative to assist me further, she explained to me that I had to wait until the gift card was ready for shipping, then they have to cancel it and restart the whole process once more to ship the card to the correct address. At this point I did not even care because I could not even fathom the idea of being on the phone for three hours just to purchase one necklace. She then asked if there was anything else she could do for me, I thanked her for all of her help and asked to speak once more with a [redacted] or [redacted], she then asked, "But I resolved all your issues for you right?" I said yes, she then responded "Oh, ight", put me on what I believe to be a weird hold without even saying a word about if she was transferring me etc. I stated that it was a weird hold, I said this because there was no music it was silent except every 30 seconds or so a beeping sound would play. I sat and listened to this for thirty-seven minutes. I finally hung up the phone. CALL #4: I called back immediately after hanging up spoke with a representative once more and stressed the need to speak with a [redacted]. Thankfully, she took down my order numbers and placed me on hold for a [redacted]. After four to five minutes the [redacted] picked up the call. I told him the above story, followed by how I could not understand how a company like Lord & Taylor could allow a customer to have to sit on the phone with customer service for more than three hours. I expressed how frustrating and unacceptable my experience was. He then stated the generic [redacted] spiel about how he will look into it and address his staff of the issues. I stated that does not compensate for the three plus hours I have spent on the phone and that I would not be shopping with his company any longer, I also asked him how his staff didn't know important information such as, if the shipping invoice on a gift contains the prices on them, how gift cards work etc. his answer was, "I am not sure.". He then proceeded to say, "There was nothing further I can do other than discount your current order or give you a discount towards my future purchase, but you said you would not shop with us again." He then laughed (inappropriate). I refused the discounts and asked if there was a corporate address or number I could write a letter to or call. He stated that he could give me his email address and I could write to him, which I thought again was inappropriate. I asked for an alternate contact, so he said I could email [redacted] I then confirmed once again that it was [redacted] because it seemed strange he assured me that this was the proper email. I thanked him for his time and hung up. The email address he gave to me does not exist.Desired Settlement: I am not sure what the settlement I desire out of this. The least I can receive (deserve) is an apology. Ideally I would like to speak with someone from the corporate who can deal with my complaint properly and professionally, especially since the [redacted] was the rudest/unprofessional/sarcastic person I spoke with all day.

Business

Response:

Hello,

Our Service Excellence team spoke with the customer and are applying the $90.00 giftcard as a credit to her credit card. They are also sending her a $30 giftcard as an accommodation for her troubles.

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.

Sincerely,

Review: I received a report from Equifax that my credit rating was lowered. This was due to a failed delivery of a statement from Lord and Taylor. The statement kept bouncing back to Lord and Taylor and they failed to notify me via phone or email.

This in turn caused the appearance of a delinquent status on my credit report through no fault of my own.

The store has poor customer relations.

Given my near perfect credit history, an event such as this is a disgrace.Desired Settlement: I would like to restore my credit rating and for Lord and Taylor to remove the finance charges accrued in the past 60 days.

Business

Response:

Hello,

I contacted GE Capital Retail Bank, who handles the L & T card. It appears that this happened because of a mail issue. GE is going to fix the account for [redacted], which in turn will restore her Credit Bureau rating.

Thank you.

Review: On 11/**/13, I stood on line at the [redacted] store for an hour and a half during the charity day sale to receive 25% off of a pair of Uggs boots. The saleswoman presented a pair of Black Adirondack Uggs for woman in size 9.5, which looked dusty and unkept. I was advised that there was no top on the box, which attributed to the condition of the boots. I was advised that I could order the boots instead . I placed an order with tge saleswoman and cashier. I ordered the boots, item # 737872509279, in size 9.5. The price was $240.00 before the 25% off discount was applied making the total $193.28. I was issued my receipt and advised that the boots would be delivered to my home. I received an email on 11/**/13 at 4:44am, indicating that my order was cancelled. When I called customer service, I was merely advised that the boots were out of stock. I expressed that when I placed my order 3 days prior, the boots were In stock and that every attempt should be made to honor my order, which is a Christmas gift for my neice. This was not done. I was simply told that the boot is out of stock.Desired Settlement: I would like the boots to be located at another store and be able to purchase the boots at the same discounted price.

Business

Response:

Hello,

I will try to locate the boots at another store location and price match to $193.28. I will let you know if I can locate them.

Thank you.

Customer Service Manager

Review: This involves an item that was apparently lost on my mail-in return. Apparently, the order number isn't on the system people are using, but I have the original packing slip with the order and email receipt. I've emailed that documentation to them several times. All I need is a refund for the returned item.

I've been emailing weekly since October, and replies are sporadic, claiming that I will be contacted by a supervisor. I have never been contacted by a supervisor. At one point, no one answered my emails for 2 months.

Lord and Taylor fails in 2 major ways - 1) most importantly, I am due a refund for the returned item, or at least they need to compensate me in some way for the lost item - I have documentation from UPS to show my return shipment was received from them. 2) Their customer service as a whole - as described above - they lost my order information on their systems, they lost my actual returned item, and they fail to treat me with any courtesy of adequate communication to try to resolve the matter.Desired Settlement: I am ultimately due a refund on a mail in order; At the very least, a supervisor should be in contact with me to discuss this as promised. My order information is lost on their systems due to no fault of my own, but I have original documentation of the order I have provided them. I have not been told about the whereabouts of my returned item, but I have UPS tracking documentation to show my mail in refund was received by them.

Business

Response:

Tell us why here...

Good Morning [redacted],

I am writing in regards to the return that was done on order [redacted]. First and foremost I greatly apologize for the inconvenience that you have had with this order . We at Lord and Taylor strive to give our customer’s the highest level in customer service and I apologize that you have not received that. I am currently working to have this credit issued to your account. I thank you for making me aware of the situation and letting me be able to assist you in have this resolved. I am showing other orders in our system using an [redacted]s card, would you like me to have the $ 19.46 placed back to that card? I look forward to hearing back from you and thank you for your time and patience in this matter.

Kind Regards

Heather L[redacted]

Service Excellence Specialist

Lord and Taylor | Hudson’s Bay Company

Heather L[redacted]

Service Excellence Specialist

Lord and Taylor | Hudson’s Bay Company

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:

Hi,Thank you, I received the email from Lord and Taylor with that same text on Feb. *. I have communicated with them further since then and Lord and Taylor is still working on it: as of Feb. **, still await confirmation of the refund to my credit card.Thus, resolution to this matter is still pending.

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

Sincerely,

Business

Response:

Tell us why here...

Good Afternoon,

I am writing in regards to the credit of $19.49. First and foremost I apologize for the inconveniences that you have had with this order. I had sent to have your [redacted]s credited for the $19.49. The credit was made but in error it was made for $14.60, I have made the correction and had the $ 4.89 credited on transaction # [redacted]. I thank you for your time and patience in this matter, and for being a valued customer with Lord and Taylor.

Kind Regards

Heather L[redacted]

Service Excellence Specialist

Lord and Taylor | Hudson’s Bay Company

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

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

Email: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the matter of the refund has been resolved.Lord & Taylor has done at minimum what needed to be done - refund me in full for the returned item that I returned in October 2015.However, please note that it is the end of February 2016 - almost 6 months later. I have a refund, but what did it take to come to this? -Over three months of emailing Lord & Taylor customer service at least once a week, and having to explain the details over and over again, despite me sending full documentation - a copy of the original packing slip, my original internet order confirmation, and the UPS record of my return shipment. Apparently my order record is no longer on the system, so I had to spend the first few weeks dealing with "your order does not exist" replies.-Two months of no email response, despite emailing once a week.-A claim that my problem had been sent to a manager, but not hearing back for those 2 months.-No real action or sending my problem to anyone who could do anything until I independently sent a complaint to the Revdex.com.-Immediate reply (within a day or two) only when I sent a complaint to the Revdex.com.-Even with that immediate reply, I again had to start emailing once a week over the course this month (February) to get status.-Finally getting refund, but it was incomplete, so I still could not close this Revdex.com complaint (i.e., "rejecting" the resolution on the Revdex.com website).-Now, almost 6 months later, finally getting the rest of the refund owed. Thus, although my issue of the refund is settled, I am far from satisfied because of what it took to get to this point. I feel as though nothing would have been done without my own diligence and action - which is above and beyond what anyone should reasonably expect to do for a refund under $50. The hours of work it took for me to get to the point of refund was worth a lot more than the refund itself, so I still come out with a loss of sorts.I would not take the resolution of my refund matter to be a stamp of approval on Lord & Taylor's customer service. It still fails in every regard. Sincerely,**

Review: On may ** 2015 I purchased online a pair of hoop earrings order no. [redacted]. I never received earring although tracking number states it was received the item.. I called lord and taylor several times and informed them of this. They stated because my apt number was documented on billing address but not mailing address I was liable for lost item. I filed a case #[redacted] june* 2015 with Katie a rep from L&T.. They refused responsibility and said I had to take it up with [redacted]. Filed claim but no response. I want my refund $41.32. They need to f/u with [redacted]. Thank youDesired Settlement: I want my refund for $41.32 its been long enough..

Business

Response:

Tell us why here...Hi Terri,I’ve contacted the customer below and apologized for her poor experience. I’ve informed her that we have refunded her [redacted] for the package she has not received and also offered her a $25.00 gift card as a token of good faith. Let me know if you need anything else. Thanks JennJennifer S[redacted]

[redacted]

Review: I placed an order on 12-**-14 on the Lord and Taylor website; Order # [redacted]. Part of this order was fulfilled and it was shipped as the entire order being fulfilled. This meaning out of 4 items , only 2 items were shipped to me as the complete order. Very very unfortunate and meanwhile my credit card has been charged and all attempts I've made to get someone to either send the rest of the items or refund back the difference has been unsuccessful. The two items I received were

Slim Fit Cotton Corduroy Pants and Chipley Leather Shoes. What I'm missing are Modish Leather Monk Strap Loafers and

Larken Leather Double Monk Oxford shoes. Can SOMEBODY please look into this for me ? The order had a FedEx tracking no. Tracking number [redacted]. I did not get any package from fedex . [redacted] brought me the package that had the two items and that was after I called Lord and Taylor to complain about not receiving my order. I have made several attempts in contacting them. First I was told they needed time to investigate. It's been almost three months now and I still haven't heard from them. Please what can I do? My email is [redacted].Desired Settlement: I will want a refund of my money or that the two remaining items (shoes )be shipped to me with an apology.

Business

Response:

Hello,The credit of $159.99 was isused to the customer on 02/**/2015 back to his VISA card. The customer was notified by our Service Excellence Team that this was completed.This case is closed.Thank you.[redacted]

Consumer

Response:

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

Sincerely,

Review: On 3/*i order a bag that was sent out on 3/** for delivery .(it was delivered) I never received it I called customer service on 3/** I have yet to get a respond back about what happen to this gift and I want money back this is poor customer serviceDesired Settlement: Order number[redacted] $$209.89

Business

Response:

Hello,The customer's package was delivered on 03/**/2015 by the local post office and left with an individual per [redacted] tracking.Since it was verified that the package was delivered, the customer will have to dispute the charge with [redacted], which is how they paid.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 NEED THE PROOF OF WHO SIGNED FOR THIS PACKAGE IT WAS NOT ME ARE YOU KIDDING ME I DIDNT GET MY PRODUCT AND YOU ARE TELLING ME TO SPEAK TO [redacted] I WANT MY MONEY BACK ASAP I] I WILL TAKE THIS MATTER TO COURT I DID NOT GET MY PRODUCT!!

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 make a one-time accommodation and credit the customer back the amount to his [redacted].This case is closed.Thank you.[redacted]

Consumer

Response:

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

Sincerely,

Review: I ordered a Polo Shirt (Classic-Fit Short-Sleeved Striped Heather Cotton Mesh Polo) for my father for his birthday (order # [redacted]). The Polo Shirt was purchased online on Lord and Taylor's website and advertised as available at the time of purchase. I input my personal/credit card information and receive notification that my order has been processed and that I would receive a shipment confirmation.

A week goes by without the shipment confirmation.

When I inquire about the status of my order, Lord and Taylor informs me the product I ordered is no longer available and does not even bother to apologize for the inconvenience caused.

My latest inquiries to Lord and Taylor Customer Care representative ([redacted]) are ignored (10/**/13).

After being mislead with false advertising to provide my personal and credit card information; I am subject to their improper selling practices which results in the non-delivery of the goods I ordered. I am deeply unhappy with my experience with Lord and Taylor. My attempts to resolve the matter with Lord and Taylor continue to be ignored.

Lord and Taylor does not seem interested in resolving the matter with me and obviously does not prioritize customer relations.Desired Settlement: As stated in the original message (10/**/2013) sent to Customer Care representative ([redacted]):

[redacted],

The Classic-Fit Short-Sleeved Striped Heather Cotton Mesh Polo was available when I ordered it online.

Lord and Taylor did not indicate the shirt I ordered was unavailable when I submitted payment with my credit card information.

Only after a week of not receiving shipment confirmation did Lord and Taylor inform me my order had been cancelled. That is unacceptable.

I would like Lord and Taylor to send me this shirt (WEB ID #: [redacted] in medium) for the same amount as my previous order ($37.94 shipped) to rectify their error.

I would like a response within 3 business days or I will be filling a complaint with the Revdex.com and California Department of Consumer Affairs.

Regards,

Business

Response:

Hello,

Our Service Excellence Rep., [redacted], contacted [redacted] about this issue. [redacted] is going to replace the order for a comparable item and [redacted] is going to price adjust to the cost of the first item.

Thank You.

Customer Service Manager

Review: My issue with Department store Lord and Taylor is I purchased Boots online I called multiple times I orginally ordered the boots January [redacted] I paid for Saturday delivery they never was shipped so they said they will refund me the 35 dollar shipping charge today is the [redacted] of February and the company still did not contact Me about my order it was never shipped they said they will follow up with me it's been more then a few days and I still have not heard anything it's about to go on a month and I'm really concerned if I will even get my refund because I still have not got my boots or even any tracking information about my order that is why I'm contacting you guys so issues like this won't happen I spent altogether 280.80 the charge is still pending on my american express credit card please do something soonDesired Settlement: I do think I deserve complimentary service because the horrible customer service I have received from this company that's been in business for over 100 years is ridiculous and also please follow up with my shipping refund this is so ridiculous I have been told that somebody will contact me not one person has contact me I spoke to over 10 different people

Business

Response:

Hello,Our Service Excellence team has reached out to the customer and have given 25% off of his order. They also credited him back for the ship fee.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,

They gave me 20 percent off and free shipping in honestly thought I should get more because the lack of communication and it's ridiculous that you pay for Saturday shipping and you don't get it till the following Saturday I would like that look into not one person contacted me I had to go the extra mile after countless of people said they will contact me

Review: I modeled in a fashion show at Lord and Taylor's [redacted] location last November around the holidays and their special events coordinator [redacted] never sent me my Images as promised.Desired Settlement: They asked me to participate in their fashion and the agreement was that they would send me My Images from the Event. They repeatedly wrote me and said they were doing so; however never actually did. I followed up with their Corporate office and was also told by [redacted] I would receive them soon. It's been several months. Never received my Images from the Event as repeatedly promised.

Business

Response:

Hello,I have passed this complaint over to our Marketing team, who will be in contact with the customer.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] They have told me this before and I still never heard back from any one.The only normal response is to simply send my Images as promised.I don't have time to keep following-up and they're getting paid for their time, I'm not.

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

Sincerely,

Business

Response:

Dear [redacted], Thank you again for contacting the Revdex.com regarding your pictures from the fashion show at the Westfield store. The store did in fact send you various copies of the pictures that the photographer took of you at the event. While you may have seen more pictures from the photographer that day, the store sent you all of the stills that they received from him. We do not have any additional pictures of you from that day. Please do not send any further correspondence with the Revdex.com regarding this issue. Thank you. Best, [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:

They did NOT in fact address the matters as your statement erroneously says.Why am I not allowed to respond to their response to you.I was told by [redacted], L&Ts event coordinator last November that she would E mail me ALL pics. I also spoke to "[redacted]" who said, also, last November that [redacted] had a thumb drive to give me with all the photos pictures.Then I contacted the corporate office and in December was sent an E mail to my aol that I would receive all the pictures very soon.Then they LIED to you guys and said that the issue my E mail when NOTHING could be Further from the truth.In Fact, I responded to the corporate lady after I never actually received My Images as promised, she not only wrote to me through the aol e mail but I responded from that address as well and said to make sure they E mail them to me at the aol address.So they made up a bunch of hooey claiming to you that they sent it but obviously if they did I wouldn't have reached out to YOU GUYS. So that's NOT the issue. They KNOW I didn't receive anything.Also, as I'm sure you noticed from their letter that the first sentence thanks me for writing you, and the last says the opposite. Those ppl are NUTS!Did you Not notice the contradiction?Also, at the end of the event, the photographer showed me, and some employees, pictures from his camera and were printing them out and E mailing them. And employees there were taking pictures with me after the event.So they lie when they say that's all the pictures the photographer gave them.The issue is-1- They're disorganized,2- They're dishonest,3- They never sent the pictures as promised4- They ONLY did so reluctantly and only sent me a couple AFTER the Revdex.com wrote them. Why didn't they do so when I wrote them (emphasis on I).5- Then they disingenuously state in the first sentence thanking me for writing you, and the last sentence says the total opposite. And chastised me. And says I should never contact the Revdex.com. WhaTever.Why didn't they simply save me and you a LOT of time and headache and simply all the pics last year as promised. I GUARANTEE those are not all the pictures. And I GUARANTEE you they are Lying. They've already lied about everything so their credibility doesn't exist. They're disorganized, dishonest, among other things.I need a supervisor to address the matter ASAP and follow through with L&T. It shouldn't have had to take you guys in the first place writing them to get pics. They waste ppls time and Lie. They're HORRIBLE PR for their company.

Sincerely,

Review: My wedding band was purchased from Lord & Taylor in [redacted] on 3/*/13. My husband and I paid $39.99 for the Jewelery Service Plan offered (###-###-####). In January 2015, the product failed and several stones fell out of the ring. At that time, we mailed the product to Lord and Taylor Jewelery and Watch Repair, as instructed. Once they received our product, we were told that the product could not be fixed, and therefore I could either get the ring back (in its broken state) or opt for a refund. As per their policy, "If we determine that we cannot service your Product, we may issue You a gift card or check at our discretion, for the original purchase price of that product, including taxes, as indicated on your sales receipt." Our total purchase price, including tax was: $323.30. I requested that a check be issued. Since then, we have spoken with several representatives and 2 [redacted]s, all who have at first advised us that we were receiving our check "any day now." When I called the company back to check on the status of the check, I was told that if the check was not delivered by Thursday, 3/*/15, to call back. When I contacted the company again on Saturday, 3/*/15, as I had not received the refund check, I spoke with a representative who said that the company would call me back on Monday, 3/**/15 with a status update. At that point, I asked to speak with a [redacted] who then stated that it appeared a gift card had been issued to my address, despite the repeated documentation of Representatives that I requested a check and refused a gift card. That [redacted] stated that I would receive a call back "by close of business on Monday (3/*/15)" to clarify what refund had actually been sent. I never received a call on 3/*/15. On 3/**/15, I received a voice mail message from a Representative named [redacted] stating that the check had been issued by Lord and Taylor on 3/*/15 and I should be receiving it "any day now." On 3/**/15, I contacted the company, and spoke with a Representative, [redacted] who stated that he could not see that any refund had been issued, "just a repair in the amount of $3.00." I again asked to speak with a [redacted], and spoke with [redacted] who stated that their company issued Lord and Taylor a gift card, and Lord and Taylor would in turn, issue me a check. The [redacted], [redacted] stated that the check should be received in 7-10 business days. She advised me to contact Lord and Taylor on the 10th business day (3/**/15) and I would have to hash it out with the company directly.Desired Settlement: This has been going on since January 2015 and it is completely unacceptable. I will never shop at Lord and Taylor in the future; this was my first and last experience. I also would like a formal apology and any other retributions, deemed appropriate for being without my wedding band for several months, as well as the time and aggravation that has been caused by having to contact the Repair Center countless times.

Business

Response:

Hello,I notified the Fine Jewelry Manager at the store yesterday that your check went out. If you have not received by today, you should receive it next week.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 response that we have received is absolutely unacceptable. This is the third time that Lord and Taylor has told us "your check is in the mail and should be delivered tomorrow." This issue is not resolved, because I have not received my check. It is unprofessional and inappropriate to tell a customer, "if you have not received by today, you should receive next week." <---this statement makes absolutely no sense. I didn't receive it on Friday and it is now Monday..I assume it's not coming. Furthermore, I have not even received as much as an apology for this HUGE inconvenience.I am very tired of these same excuses, it is possible to track mail. I would assume that if Lord and Taylor was truly concerned with resolving this issue, they would put a check in the actual mail and provide the customer with a tracking number to ensure its delivery.I remain completely unsatisfied and frankly my patience is wearing very thin. Again, this has been going on since January.?

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] It is March [redacted], if the check was sent on 3/**/15 I can only assume that it should have been delivered by now. AGAIN-this is the third time this company has said "the check is in the mail." I wonder where all of these fictitious checks have gone to?!?!?! I have not received one. Let me say again, this has been GOING ON SINCE JANUARY. Until the check is in my hand, a resolution WILL NOT BE ACCEPTED.At this point, I am inquiring with the Revdex.com if there is another level to take this complaint (????) as I continue to get no where with this awful company.

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

Sincerely,

Business

Response:

The check was sent out.Please let me know that it was received at this point.Thank you.

Review: I ordered a necklace from Lord and Taylor online 11/**/2013.. when the item was delivered on 11/**, I realized that the item was too small and returned it on 11/**/2013. I followed up with Lord and Taylor later that week(11/**) and was told that L&T is backed up on returns and it would take up to 7-14 days for the return to be processed. The rep also said once the return is processed the funds would return to my account immediately. So I called lord and Taylor around 12/**and I got the same response, 2 more weeks and that my package was scanned 12/**but the refund will go back in my account by 12/**because it takes a month for L&T to release the funds back to my account.

I called back on Friday 12/**and I am told that the refund was sent back to my account and should post by later that day or Monday. I check my account- no money!!! I call 12/**and rep tells me the refund was released to my account.

I told her it hasn't because I would notice a $400 increase in my account and then she takes it back and says that they received my package on the [redacted]of December and it would take another 2 weeks for me to receive my refund. I am beyond frustrated at this point and Linda the rep treated me as if I had no right to be upset. I asked to speak with her manager- she put me on hold and said he was unavailable.

When she thought that I was going to get her in trouble she started stuttering and said her manager was now available. The manager [redacted] gets on the phone and and isn't very sensitive to the situation either. After explaining to him that I've been getting the run around for over a month he says that there's nothing he can do about it, and the reps that I spoke with before did not know what they were doing and gave me the wrong info.

He then told me that I will not receive my money until 1/**. Isn't 2 weeks from 12/**January 1st? Why am I waiting another two weeks to receive my money?

I called Lord and Taylor to make a complaint a few days later and I was passed on to another supervisor, [redacted]. [redacted] confirms that what [redacted] told me was the truth and apologized for his unprofessional behavior.

I called L&T 1/**/14 to follow-up on my refund because I was told that I would receive an email once my refund was being processed. I spoke to another rep who says my refund was processed and the money should be in my account. I explain to her that I was never refunded and she offers to send the issue to the service excellence team who who solve the issue within two weeks. I then ask to speak with a supervisor and I get [redacted] again. He explains that there was an error with my refund and I will receive my money within 24-48 hours. I follow -up 1/**-still no refund and I was told that they are working on it and it should be processed as soon as possible. I call L&T today and I was told that the issue was sent to another department and it would take another 7 days for me to receive my refund.

I am extremely disappointed by the way that I am being treated by L&T. I would prefer if someone took the time to actually help me and ensure that I received my refund as soon as possible. It is very unfair and I am really hurt because not only do I really need my money--I've been very patient and L&T continues to lie to their customers.Desired Settlement: I need my refund ASAP and I want a very sincere apology from everyone in the Customer service department at Lord & Taylor. Most importantly I want them to really train their employees and assure excellent service to all customers.

Business

Response:

Hello,

Our Service Excellence team contacted the customer ,the refund was processed so she should see ithe credit post up to 5 days, they also offered her 15% off of her next purchase.

This case is closed.

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9878841, the matter has been resolved.

Sincerely,

Sakara Lawton

Review: On Nov **, 2015 (while traveling in Ireland) I was trying to order dresses from the Lord&Taylor website. The website was crashing and I was forced to email my friend in the states to ask her to place the order for me for 4 dresses. She placed the order and paid from her [redacted] account for the amount of $391.54, two orders: for $212.51 and $179.03 respectively. By the time I was back, I received the merchandise. Unfortunately, the dresses were not a good fit and I returned them promptly on the first week of December 2015. The store received the four dresses, but only refunded the amount for 1 dress ($106.25) to my friend’s [redacted] account on Dec [redacted].

Now, two months later Lord and Taylor still haven't returned the money to my friend. L&T claims that they sent the money to [redacted] on Dec ** for $106.25 and Dec ** for $179.03, and told me it takes [redacted] up to 30 days to process it.

My friend called [redacted] and received the answer that L&T made no attempt to refund the money.

I spent about 5 hours on phone with L&T customer service, spoke to a number of representatives, including at least 3 supervisors with a lot of references, invoices and case numbers, but no results on the horizon.Desired Settlement: Please help me to collect the refund. I have all invoices and cases #s

Business

Response:

Tell us why here...

Good Morning,

I am writing in regards to the credits for orders [redacted]6 and [redacted]8. First and foremost I greatly apologize for the inconveniences that you have had with both of these orders. We at Lord and Taylor strive to give our customer’s the highest level in customer service and I apologize that you have not received that. I have researched both of these orders and found that they were returned and credited via gift cards. The reason this was done was the order had a different billing and shipping address. When this occurs the system is unable to differentiate if the order is a gift or not. I will be more than happy to have the funds from the gift cards credited to the [redacted] account. I thank you for letting me know what has transpired with the orders and the returns. Thank you for letting me take the time to correct this issue as quickly as we can.

Kind Regards

Heather Lott

Service Excellence Specialist

Lord and Taylor | Hudson’s Bay Company

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

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

Email: [redacted]

Heather L[redacted]

Service Excellence Specialist

Lord and Taylor | Hudson’s Bay Company

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

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

Email: [redacted]

Consumer

Response:

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

Sincerely,

Review: My order didn't go through, but the gift card balance became zero. The customer service closed case without any explanation.

Business

Response:

Tell us why here...

Good Morning,

I am writing in regards to the gift card that was used for the unsuccessful order attempted to be placed with Lord and Taylor. First and foremost I greatly apologize for the inconvenience that you had with this order. We at Lord and Taylor strive to give our customer’s the highest level in customer service and I apologize if you have not received that . I will be more than happy to have another gift card issued to you. Would you please provide me with the gift card number that was used on the order and the amount of the gift card. I will have one re issued to you promptly. I thank you for your time and patience in this matter and look forward to hearing back from you soon.

Kind Regards

Heather L[redacted]

Lord and Taylor | Hudson’s Bay Company

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:

My order didn't go through, but the gift card balance became zero. I filed the complaint before, complaint ID [redacted]. A customer service asked me for gift card number, I told him, then no response at all.

Sincerely,

Business

Response:

Tell us why here...

Terri,

There was a gift card re-issued to the customer on 12/**/2015 in the amount of $10.00. It went out via [redacted] on 1/*/2016. The name it was sent to was [redacted] but he has the same address as [redacted]. His gift card should be arriving very shortly if he has not already received it.

Krystal A[redacted]

Consumer

Response:

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

Sincerely,

Review: On 9/**/15 at 9:36 AM I received an online only sale announcement from Lord & Taylor. Included in this advertisement was a Cole Haan Lambskin Leather Moto Jacket originally $695.00 on sale for $59.99. I contacted Lord & Taylor's 800 customer service number and spoke with Lisa. I explained that I was unable to get on the internet site to purchase this jacket and Lisa went and put the order through for me. As Lisa and I spoke we both said that the price was incredible. Lisa said the sale was a clearance sale and "I did good". The Web ID# for this product is [redacted]. The completed transaction confirmation number provider by Lisa is [redacted]. At 1:03 PM I received an e mail order confirmation for this sale from Lord & Taylor. On the Lord & Taylor online sale site I found another Cole Haan jacket, a cropped Lambskin Jacket original cost $695.00 on sale for $59.99 I went through the process of purchasing this jacket and used [redacted] to finalize the sale. At 1:53 PM I received transaction confirmation from [redacted] At 2:05 PM I received e mail confirmation from Lord & Taylor that the order was being processed for shipping, confirmation number [redacted]. At 2:08 PM I received an e mail from Lord and Taylor that order [redacted] was canceled with no explanation as to why. I contacted Lord & Taylor's customer service and was told that when the order was being finalized they found an error in pricing. I spoke with several customer service representative that last being a superior John. John said Lord & Taylor reserves the right to cancel and order when there is a pricing issue. I explained that I ordered 2 coats one using a sales representative and the other the internet. John advised me that the coat where I used the sales representative would be canceled too. At 3:02 PM I received an email notice that the second coat was cancelled without any explanation. When I contacted Lord & Taylor I was told that they reserve the right to cancel any sale when there is a pricing issue. I was told that this is provided on their web site. The service superior went with me and showed me that I would have to go on a different site and specifically research this matter. No where in the finalization of the sale was there anything mentioning pricing issues. The sale would be listed and you would enter your payment method, no other information was provided. At 3:04 PM I received a "Last Chance" e mail from Lord & Taylor again offering both coats for $59.99. When I went on the site the coats could still be purchased for the $59.99 price even through I was told that the site had been taken down when I talked with a Lord & Taylor representative.Desired Settlement: For Lord & Taylor to sell and deliver the jackets at the price of $59.99 as advertised.

Business

Response:

Tell us why here...Dear [redacted], Good Afternoon! Thank you for your recent online purchase. We appreciate your patronage here at Lord and Taylor. Order # [redacted] First and foremost, We apologize for your recent negative shopping experience, it was not our intent to disappoint you. I have recently received your case regarding an order that you placed, but have ended up not receiving the sale prices. I’m so sorry for the trouble that this matter may of caused you. Just if I may clarify the issue at hand – We strive for accuracy in our advertising. There are times, however, that errors occur relating to product descriptions, pricing and availability. We reserve the right to limit orders if inventory runs low due to overwhelming orders. We reserve the right to correct any typographical errors, inaccuracies or omissions at any time without prior notice, including after an order has been submitted. We apologize if this causes any inconvenience. This information is listed on the lord and Taylor website, under FAQ’s. Please be assured that I would be more then happy to complete this for you. As a one time courtesy, we will honor the $59.99 and place the order for you on my end. While I understand that this does not make up for the aggravation and time spent on this, I do hope that it will be a step in the right direction to restore your faith with us.What is the best time for me to call you today, so that I may get your payment information-to process the order ? We truly appreciate your feedback and the time that you took to notify us of this experience. Please be assured that I have taken your comments and concerns and forwarded them to the appropriate department for review. With this, we will be able to prevent horrible ordeals like this from happening again the future and will better our online customer service so our customer’s will have a quick, efficient and pleasant experience. Again, please accept my most sincere apologies for all the trouble that you have experienced in regards to this. I truly understand how frustrating this matter is to you and would like to assist in turning this experience into a more positive one anyway that I can. For more questions or concerns, please feel free to contact me through e-mail or via phone and I will be more then happy to assist you. Thank you so much for your time in regards to this… I hope to hear from you soon. Warmest Regards,Jahaira Jahaira CCustomer Care Center Specialist [redacted] (###-###-####) USA (###-###-####) Canada Lord and Taylor