Lord & Taylor

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 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: I ORDERED A VERSCACE WATCH ONLINE( lord and taylor.com) order number [redacted] ON THE [redacted] OF JUNE .On the ** of June I received a package from lord and Taylor and as I opened the box .The Versace watch box watch empty- NO WATCH IN THE BOX.. I was upset and surprise how this could possibly happen. I called Lord and Taylor and complained about the situation ,I was told they will look into the matter .They told me that someone will be calling me the following day first thing in the morning BUT NO ONE CALLED ME . I called today around 930 am and was told will have a call back in an hour, it's been over 2hours NO BODY CALLED. I cant keep on calling and pleading just to have my lost item reshipped or refunded. I demand a refund or reshipment my order.Desired Settlement: I demand a refund or a reshipment of the lost item.

Business

Response:

Hello,

We had our Asset Protection team involved in this matter. Our Distribution and Fulfillment Warehouse is fully video'd at all times, especially in our Jewelry Cage, which houses Fine Jewelry such as this Versace watch.

They reviewed the video of this fulfillment and the watch is clearly being held up to the camera before it is packed in the box, this is our normal procedure for merchadise that has a high value.

The watch was absolutely sent out of our building in the box. The customer would need to dispute this issue with UPS.

Thank you.

Review: I Placed and order October**, 2014 and received this order on Oct**, 2014. I called Lord and Taylor and informed them on the items that were to big. And I place items back in the male to them on Oct.**, 2014. I called them to be sure they had my package and Customer Service said, there is a delay in processing packages due to system problems. I called again and customer service said call back in 2 wks. called again and they said don't don't see where I have called and started the issue again. I called again and demanded a Manager and [redacted] said he would check on my items. It is past 30 days and now I just got a gift card in the mail today. I don't want a gift card I want my money returned back to my bank account. My items were there within 30 days that is not my fault. They never called me. I have been calling them all the time. I emailed the manager for an update he never replied. Again, I want my money back into my checking account. I don't want a gift card this was not my problem. They did not even have my invoice under my log inname. They said if I can't give them my tracking number of where I mailed them my items they could not help me. Well, they have my package, there fore my tracking information says, My package arrived back to lord and taylor within 30 days. Where is my money back into my checking account. I am waiting for a phone call. I don't have my tracking number they gave me to send the item back to them, But the order tracking number is [redacted]. Customer Service said they can't find the tracking number they gave me to put on the package. I don't believe that. They are keeping peoples money. I want my money.Desired Settlement: I want my money refund back into my checking account. Lord and Taylor is doing some illegal stuff.

Business

Response:

Hello,Our Service Excellence team will have the customer’s giftcard placed back to the credit card and will have the shipping charge credited back to her.Thank you.[redacted]

Review: I was a customer at Lord and Taylor for several years. During that time I went through a divorce, my child was sick and then went through a custody battle. During that time I had missed and late payments at Lord and Taylor. However, I made good on that debt and kept my balance low. In 2010 they sent me a letter saying that they did not want me as a client and closed my account. But the complaint is why then did they report me on my credit report when I had been making timely payments and was not over my limit. I do not want the card back but do want them to it off my credit report.Desired Settlement: please make the changes on my credit report

Business

Response:

Hello,The customer needs to contact the bank that handles our credit, [redacted], at ###-###-#### to rectify the matter.Thank you.[redacted]

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

Review: I ordered [redacted] perfume for my daughter. I paid $5.98 for a gift box. My confirmation # is [redacted]. I went back on to Lord & Taylor and TRIED to purchase the same for MYSELF only to see that it was being sent to my DAUGHTER. I immediately went on to "chat" and was told that it CANNOT be changed nor canceled BECAUS IT WAS BEING READY TO BE SHIPPED! What kind of gremlin do they have when they ship within less than FIVE MINUTES? This is not the only they have done this. I only use them for occasions' like this and for my Granddaughter at Christmas. They have the WORSE on line ordering in the Business also their TELEPHON ORDERING is as bad!

I would like to NOT use them but it is the only way I can stay in touch with my Granddaughter. I though at this time of year they would be better as it is not busy . WRONGDesired Settlement: To have them correct their on line ordering an their telephone ordering.

NO EVERYONE LIVES IN NEW YORK AND ENJOYS THE STORE!!

Business

Response:

Dear [redacted],

Thank you for your feedback regarding your online ordering issues. We are constantly working towards building a better online system and site so that issues like yours are alleviated. I am taking your concerns and passing them on to the Internet team so that these issues can be updated in the future.

Unfortunately, the information that you received from the Customer Service Rep. when you called in was correct. There is a very small window of opportunity to change or cancel any orders that come through once they are placed. As of right now, the package is on the truck, ready to be shipped. There is not much I can do about the "ship to" address at this point unless I completed stopped it from delivering and have it sent back to the DC., which would delay your package.

I hope that in the future we can serve you better when placing an order with us.

Thank you and I apologize for any inconvenience.

Best,

Manager Customer Service-Corporate

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,

PLEASE CANCEL THIS COMPLAINT! I HAVE MADE A HUGE MISTAKE!!!!

Review: On November *, 2013, I ordered an espresso machine online. When I received it damaged, I called customer service. I was e-mailed a complimentary SmartLabel to return it, which I did by U.S. Postal Service on November **, 2013. I later received my replacement espresso maker. I tracked my return shipment using the link provided in the e-mail from Lord and Taylor with my SmartLabel. It was delivered to the Return Center on December *, 2013, at 6:00 p.m. However, to this day, I am still being charged for it. When I call customer service (which I have done about 5 or 6 times) I am told that the return is not showing up in the system and I have to wait. I have been given two case numbers from two separate calls ([redacted] and [redacted]) and was told that I would receive a call back within a day or two to resolve the issue. I NEVER RECEIVED A CALL. Then, I disputed the charge twice on my Lord & Taylor credit card; once by phone, and once by fax. I faxed the “Track Your Return” page along with the dispute form to prove that it was returned. A few days later, I received a letter stating that the charge will not be removed because I did not provide proof of return, and I will now have to pay my bill WITH any interest charges. I am extremely frustrated that I can see the return on my computer, but no one that I speak to on the phone sees it. I am told over and over again that it is not in the system and there is nothing they can do until it shows up. I repeatedly ask the representative to go to the same website that I am viewing the return on, and they say they cannot do that, even though it is from the link in Lord and Taylor’s e-mail. During the phone call I made the other day, the man on the phone said to me “Oh yes, here, I see it,” to which I was ecstatic, only to later find out that he was lying to me because he then said that he in fact did not go to this website and just “believed me” that I returned it. He said that he promised I would receive a call the next day. That was three days ago. I do not want to wait anymore. My original order number is [redacted]. I paid $291.98 with my Lord and Taylor credit card. I would like this charge to be taken off.Desired Settlement: $291.98 refunded to my Lord & Taylor credit card, and all interest charges removed.

Consumer

Response:

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

Thank you very much - because of the Revdex.com's fast action, Lord & Taylor contacted me the very next day to resolve this issue.

Sincerely,

Review: I made an order a month ago, but the package has never delivered to me. One online REP promised to refund me a month ago, but this has never happened. I sent at least three emails to the customer service but no response received! Worst service ever!!!Desired Settlement: Apologize & Refund me ASAP!!!

Business

Response:

Hello,Our Service Excellence team member contacted the customer and is having her refunded and also offered a giftcard as compensation.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 have traveled to lord and taylor dept store on 5th avenue on 1/*/2015 to process a return for merchandise purchased on 12/**/2014 in store. The store [redacted] and supervise refused to process my return that there is a block on my account. I have contacted lord and taylor credit card service and informed me that there is no block on my account. On the receipt # [redacted] states in the back that there is a 90 day return policy and lord and taylor refused to honor my receipt that there is a block on my account and gave me a toll free number to call. There was no answer on the toll free number only a voicemail and no response. They blocked my account from returns. under there policy on line it statess the follows: you may return LT Last Stop items within 30 days of purchase. For a full refund, mail unused merchandise to address below or bring back to a store with the receipt. Without a receipt, your account will be credited at the lowest current selling price.

Please Explain why they advertise that you are allowed to return and they blocked me from processing returns.Desired Settlement: refund plus a discount for aggravation and time travel to store. and a removal of the block

Business

Response:

Hello,Our Return Validation Department reviews all accounts where they see a high return rate. The customer was sent three different letters leading up to the the return block on her account that notified her of the situation and why it was happening. As an accommodation, I will have the return block removed. The customer needs to be aware in the future that L & T will continue to monitor all returns on any credit card accounts.Thank you.[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]i understand you have a 90 day return policy. I dont get to the store and would order on line.Iteams in pictures dont get to the customer they way they fit or look online. I shop heavy on line and never had any trouble with any company. But, I did stop to order online due to you untrustworthy policy. I finally did shop in the store for 200.00 wroth of items and wanted to return 55.00 and you guys refused but, why did you let a sales charge go through if you don't let returns. you should compromise purchases also. I will let family and friends know about your policy is untrue and should be published I WILL write a letter to the editor in the news regarding your handling of customers and that consumers should think twice before purchasing with your company.

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

Sincerely,

Business

Response:

Hello,The return block was removed.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: Lord and Taylor's website sent me their daily email telling me of a sale. So I went to the website and for over one hour I was trying to complete my checkout process on buying a Michael Kors handbag in tan. I kept trying to checkout but the sale price of $71.20 would not show up,only the full retail price of $178.00 . I directly contacted a website administrator who told me that the sale price was not for the purse listed in black, only the purse in the color tan and I informed her that I had been trying to purchase both and neither of them would show the sale price and then she told me they were all of a sudden sold out of the tan purse. But both pictures were clearly posted with the sale price in red underneath the product on two different pages. I even took pictures from my cell phone just to prove this in case they decide to change the website because I told them I was contacting the Revdex.com. The admin was basically telling me that I was stupid for not seeing there's a difference but I have asked 6 people to check out the website already and tell me if they see that the black bag is not on sale and all of them said it is clearly printed in orange writing that the bags are on sale for $71.20.Desired Settlement: Id like to be offered the sale price that was advertised on the website plus the $20% discount that they were offering for today only on this Michael Kors bag. Thank you so much.

Business

Response:

Hello,

Our Service Excellence contacted the customer and advised her that it was a "color sale", which means that only certain colors are marked down, NOT all colors. There was not anything misleading about this on the site and we cannot offer the customer a price match.

The [redacted], [redacted], contacted the customer and left her a message but has not heard back yet.

This case is closed.

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Hello,

Yesterday I received a call from Lord and Taylors manager and called right back and was unable to get a hold of her. I do not feel that this issue is resolved because the company is not making any sense. I have attached two photos that I took of the company's website. They clearly show the black Michael Kors Jet Set Jacquard Tote with the sale price of $71.20 underneath the photo. There is no sign on the page that states NOT IN BLACK. If the sale price was NOT for the black purse, then why is it pictured??? To me, this is false advertisement. I mean it is clearly showing the black bag as being on sale right here! I don't understand why this company is fighting so hard on something that is in black and white. The black bag is advertised as being on sale right here in the attached photos. I cant understand why this is such an issue?

Thank you,

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:

Hello,

I thank you for the discount. So there's no way that I could get the purse at that price? PLEASE?

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

Sincerely,

**

Business

Response:

Hello,

Unfortunately we cannot. We have strict policies against doing an adjustment on color issues.

Thank you.

Review: I ordered 4 reindeer ornaments online for Christmas. When I opened my box I did not receive my reindeer ornaments instead I received 4 polar bear ornaments. I called Lord and Taylor and spoke to a customer service representative ([redacted]) who wasn't able to help me. I was on hold for 25 minutes for a manager. I never spoke to anyone the call "disconnected". I called back in and was told by the next customer service representative that I did speak to a Mgr? and was offered free shipping and 10% off my next order. This is a lie! I explained to her what had happened, that I received the wrong order and was put on hold for 15 minutes to speak to a Mgt. This time I did speak to [redacted] ([redacted]) who told me that she could not send me my correct order w/out receiving the wrong order back first. She stated to me that I would need to "reorder" (i.e. pay for my order again) and they would ship it to me and that once they received the wrong order they'd credit me back. Why would I need to repay for something I've already paid for? Would it not make sense to send me my correct order, apologize for the inconvenience and add the return shipping label in the correct order? Or if they are worried about people lying or stealing (which is what THEY are doing) - then send the correct order out via [redacted] etc. with the ability to "exchange" boxes at that time.

I entered into this transaction and held up my end of the deal (paid for my order) which I did not receive. The customer service was bad and the fact that they lie in their own internal system is disconcerting and shows what type of people and company they truly are.Desired Settlement: Refund my cc and come pick up YOUR mistake. I don't see why I need to take time off of work to correct their issue.

Business

Response:

Hello,Our Service Excellence team contacted the customer and are going to have the [redacted] account credited. They also offered a giftcard as compensation.Thank you.[redacted]

Review: Lord & Taylor would not honor a sale price listed on their online site. Say's it is not in stock but item is still showing on their site. First ordered on 9/** two days later they canceled the order w/o explanation. Ordered again on 10/* because they said it was a mistake the the orig. order was not completed. I than called L & T they indicated item was nolonger is stock. Item is still showing on their online site. I than called their Corporate Offices and explained my situation they put me on hold and than disconected me twice. The order #'s are [redacted] and [redacted]. This is not the first time I have had this problem. The other two times I had this problem I junt let it go. This time I am not going to let them get away with their false advertising.Desired Settlement: Would like to purchase item at the price of the original order price of $29.02.

Business

Response:

Hello,

Our Service Excellence team lead, [redacted], contacted [redacted] and spoke to her on October[redacted]. [redacted] stated she would contact [redacted] back sometime this week to discuss.

Thank you.

Customer Service Manager

Consumer

Response:

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

Thank you for your timely response to my complaint. Lord&Taylor has satisfied this complaint. ([redacted])

Sincerely,

Review: I had a previous complaint with this company filed on 4/**/15 where was doubled billed, and duplicate orders sent after I first made a purchase with on 4/**/15 where the double billed my [redacted] account and was originally told the same day I made the purchase that there was nothing they could do until I got the conformation email for my order. On 4/**/15 @544am I got the conformation email and immediately called them and was told that there was nothing they could do it had been sent to be distributed. 2 days later I received the email the duplicate orders shipped. I filed the first complaint and they refunded one of the charges back to my [redacted] account. The first complaint with you was settled because they refunded 1 of items on good faith. I was so disgusting with the service I sent both of the items back to them the same day. On 5/*/15 I received an email from them stating the remaining item was credited to my credit card. I phoned them at this time because it was not charged to a card but to my [redacted] account. I was told at that time that it was credited back to my [redacted] account on 5/*/14. I explained it has not been credited back to my account. It has not. I have contacted [redacted] and the money has not been refunded to my account. Basically the billed me for duplicate orders, would not correct it, sent the the duplicate items, both items have been returned according to them and I have only been refunded money on 1 of the items. This was my first purchase with this company and from the very beginning has been a horrible experience. both items have been returned and I want my refund on the duplicate order. I WILL NEVER deal with this company in the future. Thank you for helping with this issue from the beginning.Desired Settlement: Refund of the remaining item that has been returned to them

Business

Response:

Hello,Our Service Excellence team has reached out to the customer. The credit for the [redacted] charges was completed on 04/** and 04/**.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]

[redacted] Says They Have NOT REFUNDED .My MONEY On 1 item. [redacted] is trying to work with them to settle the dispute because what lord and taylor states does not match my [redacted] revords

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 spoke with the customer and the refund was given. The customer was content with the resolution.Thank you.

Consumer

Response:

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

Sincerely,

Review: On Monday Nov.**,2015 I ordered an item online at Lord and Taylor .com. The order never went through, and I didn't know what happened . I called customer service and was told that they didn't take reloaded visa debit cards so I put in an order on my credit card. When I tried to use my visa debit card the money is on a ten day hold from Lord and Taylor . I called customer service back and was told that their was nothing they could do . Now my question is that a legal thing to do? How can they hold my money when the order never went through ? How can they hold my money if the don't take the reloaded cards.Desired Settlement: To get the hold off my card asap.

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 more than just one complaint about a certain number of issues that has happened to me while I was inside lord and Taylor in [redacted] new jersey. I bought a lancome mascara after the girl kept insisting me to buy it. she swore to me that this mascara was perfect and I should not see any clumps and I would love it. I took her word and thought id give it a try. I asked the women if I did not like the mascara could I return it? she assured me that I am able to return it and exchange it for another one if I encounter any issues. she also included that I do not need my receipt. therefore I honestly lost my receipt, but within 2 weeks this mascara has become disgusting! it is extremely dry and clumpy. it was a mess. I go back to the store to speak with this rude man after waiting 20 minutes for someone to show up in the makeup department. He is in a rush and trying to tell me he cannot give me another mascara or exchange it because I dont have a receipt. I told him the girl I bought it from told me I do not need a receipt if I want to exchange and item. he was vey rude and disrespectful. then another day I went to buy a michael kors purse called the grayson, and a week later this metal is sticking out of the handle... This women [redacted] rang me up and asked me if I wanted to open a credit card. I told her yes and she filled out my information. it took almost two months for me to receive my card. I have called customer service and they explained to me that the credit card got shipped back because [redacted] got my birthdate and address wrong. I was very confused because they looked me up by my social and they saw how much I owed. therefore that was just an inconvenience for me and a hassle. customer service told me that the year I was born is wrong therefore I would have to go into the store and change it because they cannot do it over the phone. I spoke to the [redacted] the day I wanted to pay my bill! I do not know who she thinks she is but she walks up to me and was extremely rude. she was trying to say it was my fault my card never came and that her employees had nothing to do with this mistake. I told her to change the year of my birthday like customer service told me to do, and she was SCREAMING at me saying she cannot do this. also I wanted to pay my bill because it was a day to be late, and I had no card number my card was not shipped out yet so it was just a big hassle and a headache. also I had no help from these miserable employees that destroyed everything. Im so close to closing my lord and taylor credit card, I opened it to gain better credit but if it is always going to be a hassle and a struggle to communicate with these workers, minus well cancel. please do something about this issueDesired Settlement: The two products I have purchased are damaged! I have no time to keep running back and forth to malls, they dont have my purse in stock. I am very upset that this has to happen to me. I do not know what you can do for me, but I am happy I found out about this website to share my complaint because they should not get away with this. I had horrible service and products that are destroyed in less than a month. therefore compensation or something in return will make me feel a little better about the way I was treated in lord and taylor. also I am upset because everyone was giving me false information/advertisement/ the [redacted] was the most rude because she is supposed to be the [redacted] and be reassuring to the customers when something is wrong. I am at my house worry about my bill and why my credit card was not arriving.

Business

Response:

Hello,The [redacted] of the [redacted] store location is contacting the customer to refund her for the mascara and also to get more information about the MK bag.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 no spoke with anyone please call me at [redacted] around 1 in the afternoon

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:

Hello I went to the store as advised I still was being treated very rude by a worker named [redacted] my purse is Brocken and her and the [redacted] basically told me there was nothing they can do this purse is not located in ANY STORE THROUGHOUT THE USA THEY DIDNT WANT TO HELP ME and told me to go to Michael kors and say you bought it from there

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

Sincerely,

Business

Response:

Hello,The [redacted] contacted the customer to set up a time when she would be there to handle this situation. The customer came into the store after the GM had already left for the day so this could not be handled.[redacted] has contacted the customer today so that this will be rectified.Thank you.[redacted]

False advertising of sale/promotion. Company had a offer that stated, $20 off a $40 purchase. The total was $45.20, after coupon - 28 dollars and change. So, simple math would be $25.20, clearly not as the coupon stated. Harassed/ insulted by the manager on duty, who attempted to make it right, by answering a cell phone and her fix was then charging me $30.80...... Clearly the "manager" needs formal training as she stated she was the only person there and she did the best she could. Phony sales, deceitful, I ultimately returned my item while leaving. The manager had the nerve to insult my husband by indirectly insulting me. Telling my husband, "good luck sir" as he was carrying my infant baby out of the store and I was a few steps away from him. I plan on returning my previous Christmas purchases, totaling more than 459 dollars, not my loss, I can buy Ugg boots slippers and Calvin Klein anywhere. Lost a frequent shopper forever.

Review: I ordered a $75 virtual gift card for my mother- [redacted]. My mother received an email with the gift card information. She printed out the email and went to Lord & Taylor twice to try and use the gift card. The sales associates were unable to process the transaction with the gift card number and pin #. She was told conflicting information from both the sales associates and managers on both occasions. She and I both tried calling the customer service number for assistance with no resolution. At one point, I was told the gift card was now "secured" and I needed to be transferred to another department. I was transferred to the credit card department! No one seems to know what's going on nor really trying to resolve this issue. I even tried to order something online with the gift card. It was not accepted. At this point, I would $75 I paid towards the gift card credited back to me and will get my mother gift card from somewhere else.

Order Number: [redacted] Amount: $75.00

Virtual Gift Card #: [redacted] PIN#: [redacted]Desired Settlement: I would like the $75 balance credited back to my credit card.

Business

Response:

Hello,

I apologize for any inconvenience. I will credit back the original form of payment, VISA, the $75.00. It should take 3-5 business days to see this on your account.

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:

In response to my previous complaint -file #[redacted], Lord and Taylor indicated they would refund me $75.00 back to my card within 3-5 business days. I checked my account today and see they have CHARGED my account $75.00 again instead of a refund. Now they owe me $150.00. This is ridiculous! I want this issue resolved ASAP with assurance this will be handled properly. I would like a response from a manager.

Sincerely,

Business

Response:

Hello,

I apologize. I gave this to our Sales Audit team to handle and the transcation was done incorrectly.

I have contacted them to rectify asap. I apologize for any inconvenience.

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: Let me start by saying how extremely disappointed, frustrated and upset I am with your online service.

I ordered a total of 6 items on your website. 3 of those items are cancelled because it could not be fulfilled (see order numbers below). It is abosultely frustrating as I am expecting those items and yet they're not even available. If they are not available then why bother having it on your website for customers to purchase? It just dissapoints customers especially when they are so excited to receive them. 3 of those items that are cancelled were actually a birthday gift.

I ordered the following:

Order #[redacted] - Timberland Rangeley Mid Leather Boots size 11.5 on 06/**/2014 and cancelled on 06/**/2014 as it could not be fulfilled. I was actually okay when this happened. But when I re-ordered the same item in a different size (12) when it became available (order #[redacted]) and then I received another email indicating the order has been cancelled as it could not be fulfilled once again, I was really upset! This is an example that this item should have not been posted in the first place especially if they are not even available.

Order #[redacted] - Michael Kors Canvas Large Tote Bag - Cancelled

Order#[redacted] - Kate Sapde Rhinestone Drop Earrings - In Process

Order#[redacted] - Michael Kors Hamilton Leather Large Messenger Bag & Coral Floral Meadow Dress

Had I known if some of these items are not available I could have just purchased it at Macy’s as they were also having the friends and family event. However because in the past Lord and Taylor earned my loyalty I decided to shop at Lord and Taylor. I also had the chance to chat with different representatives and confirmed some of these items are available in stores. So I don't undestand if they are available in stores, why can't they be contacted and have them ship it to me?

I cannot stress enough if these items are not available, I would suggest not to advertise it because this is not how you do business. You will loose a lot of customers as you have already lost one. And believe me I could have been a customer for life due to the fact that I previously had a great service at one of your store locations. However this sort of multiple disappoints certainly does not make me trust your company.

I was so happy to get those great deals as I was taking adavntage of your friends and family event (25% off almost everything).

As a suggestion I really hope Lord & Taylor changes the way they sell their items. If it is indeed out of stock, then do not post it on your website. Because this aggravates, frustrates and a big disappointments to more and more customers.

It is with such dissappoint that I will no longer shop at any of your store locations nor your website.

Sincerely,

Frustrated and upset customer

[redacted]Desired Settlement: I still would love these items and in hopes when they do become available I can still purchase them for the same price. I am also hoping that Lord and Taylor will change their website selling aspect. As a big chain company, this is not how you run a business.

Business

Response:

Hello,

Our Service Excellence team member reached out to the customer and offered her 25% off and a $25.00 giftcard for her troubles.

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. Below is my email response to Lord & Taylor.

Hello [redacted],

Thank you for your quick response regarding this matter.

I am not sure if you are hvaing any problems with your website. Order #[redacted] was cancalled however when I check your website it's available for purhase. It does not state that it's out of stock. So I am confused as to why it was cancelled seeing it is available for customers to purchase?

I am indeed frustrated and dissapointed. Items do show an "out of stock" on items that are not available however these items I purchased indicated it was in stock and I was able to make the purchase.

I will keep an eye out on your website for the same items hoping you will have them again. I will certainly email you the information you requested once I make any purchases. However its so hard for me to even trust what it is showing on your website. Just the hassle of not only holding the total amount paid on my credit card but just the dissapointment at the end of the purchase due to a cancellation because it can not be fulfilled.

I appreciate the gift card you are mailing me. I do hope Lord & Taylor can make some changes and any updates needed on your website to avoid any frustrations from your customers.

I find it ridiculous having 3 orders was cancelled because it could not be fulfilled. To me that shows there is a problem in your systems and I am hoping this will consider a further investigation on your end. There is obviously a problem here.

Sincerely,

Review: I placed a web order on 6/**/14 (order number [redacted]) and shipped the merchandise back to them in perfect condition the first week of July. Today is 9/**/14 and they have not processed the credit.

I've been very patient and called them about four or five times to try to resolve this issue. They confirmed receipt of the merchandise and said the credit was "stuck in the system."

They opened a service excellence ticket ([redacted]) but continue to say "they are working on it" and that I should call again in another week.

This is been the response for almost three months now.

It really doesn't take that long to process a credit.Desired Settlement: Please refund the merchandise returned in perfect condition - $150.26 on order #[redacted]

Business

Response:

Hello,

Our Service Excellence team member is contacting the customer. She will secure the amount on the giftcard for $150.26, which was given as a return credit, and will instead credit the customer's Mastercard for the $150.26.

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.

The credit has been issue to my MasterCard as of 9/**/14. Thank You!

Sincerely,