Lord & Taylor

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: I contacted the Lord & Taylor (L&T) customer service line to make a purchase for the first time on the evening of Thursday, June [redacted]. The order consisted of 2 bathing suits that were on sale. I was unable to purchase the bathing suits online due to technical difficulties on the website. As soon as the order was placed, I received the confirmation email with the delivery address entered incorrectly.

I called back and asked to have it revised which required me to cancel the order and reorder the items again. I received the first half of the order 4 days later and it was incorrect. Not what I ordered so I contacted L&T asking them to fix the order. They didn't give me any guidance so I returned the item to a local L&T store.

The second half of the order was missing for a week. I called L&T asking them what happened to the order and why USPS refuses to deliver the package. Later that day, USPS sent me a notification that they will return the order back to the sender. I called again asking them what does that mean. The representative that I spoke told me that he would create a case on the order and investigate what happened to the package. I called back the evening to get an update and spoke with a female representative who stated that she would be able to reroute the package and have it sent to me within two business days. She also stated that she would need permission from a [redacted] in order to reroute the package. I spoke with three representative that entire day. Three days later, not one follow-up from her or the [redacted]. When I called and reached the same representative that stated that she would reroute the order, she didn't have any update and then realized nothing was done by the [redacted].

I called again asking what is the status of my package. Nothing was done, the [redacted] did not handle the request, and my package is no where to be found. I was then told after calling for the fifth time that my package was sent back to the L&T and I would have to reorder and have it shipped again. I asked them why haven't you updated me with this information if your supposedly investigating or rerouting my package? No one had any clue and of course, no notes on the matter. Nothing was done.

This went on for over two weeks (without any phone call, email or letter). I literally had to call and request a [redacted] to speak with me immediately and that didn't help at all. I spoke with [redacted] who is a night [redacted] - she listened to me complain and explained to her what happened with my order and that I am still waiting for the next step. She really didn't have much to offer and told me that they had to refund the money to me and replace the order. After expressing my frustration about the customer service and lack of communication between all the representatives, she offered me a complimentary gift card(total amount never mentioned or how I would receive it). She also stated that someone would contact me the next day to assist me with placing the order and expediting the shipment. Again, nothing was done, another empty promise, and I had to call and inquire about my order and the gift card.

I spoke with another [redacted] 3 days later (we are now in the third week) his name is [redacted]. He didn't have any clue what was happening, I had to repeat the story for the tenth time and he promised that he would handle this personally and also make sure I receive my order within the next business day. I replaced the order with one of his representatives and they issues me a refund on the canceled order. He also stated that once the order is processed they will work on the complimentary gift card.

Finally after over three weeks, I got the refund and the order 3 days later. No follow-up in regards to the gift card, no email, no phone call. No phone call from any of the [redacted]s making sure all is well on my end after giving such a hard time for a simple order.

It is now July [redacted] and I haven't received an update on the gift card. I called inquiring about the gift card, explained why I was receiving the gift card, and which order it was for. The representative that I spoke with, [redacted], had no clue about the gift card and stated that there were no notes for her to reference in order to assist me. Here we go again. Nothing is being done, no one takes notes on anything, no follow-ups, poor communication, and no one takes my business seriously.

I asked to speak with a [redacted] immediately. [redacted] stated that no one can help me because there are no notes and that my refund is possibly my gift card(makes no sense). How is that even possible? I asked again for a [redacted] which took her about 5 minutes to get me through to [redacted] ID# [redacted] (as given to me). Thinking that she briefed [redacted] on the situation so we can address the matter right away, nope, [redacted] had no clue what was happening and she herself couldn't help me at all (she didn't even know the name of the representative that transferred me over to her. I asked her twice to give me her name and literally she paused and said "ugghhhh". Horrendous!). I am fed up with the lack of communication and the lack of customer service etiquette. I am aghast that they refuse take me or the matter seriously after so many phone calls and complaints I made since June. I refuse to order anything over the phone with them ever again. I am extremely upset that they continuously make empty promises without any follow-ups. Customers shouldn't have to work so hard to receive excellent service or some kind of response to a order that went wrong (all because they didn't fix the problem unless I called). I am a loyal customer who constantly shops at their store and I have a credit line with L&T. I am appalled and want something done about this. Thank you.Desired Settlement: Refund the entire order or a Gift Card for my troubles. They need to address this matter and to prevent this from happening to anyone else. This is obviously an on going issue with the call center.

Business

Response:

Hello,

Our Service Excellence team member is reaching out to the customer to apologize and offering a $50 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.

Sincerely,

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 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.

I am very disappointed in the customer service I have received from Lord & Taylor. I spoke to five different representatives today and they all were very rude and inconsiderate, and acted like the concerns about the charges to my card was my fault. I placed an order of $219.00 on 6/** as a pre authorization (trust me I am fully aware what that means since all of you reps seemed to think I was incompetent) so the $219 was charged to my account. I woke up this morning(6/**) to find two separate charges one for around $173 and one for $38.95 they charged me again and it was pulled out of my account I am out $440 dollars until your ‘preauthorization’ charge expires 7/* (I cannot wait that long and should not have to when you already got the money you needed from me). When I asked them to simply send a fax to my bank stating this was a hold that could now be released(which should be a seemingly simple task) they got snotty with me and told me it would take 48 hours. 48 hours to send a fax? Seriously I work in sales and I know that is not true and that exceptions can be made to accommodate a customer that really needed the money at the time (as I have bills etc. directly pulled from my account). I spent a total talk time of 3 hours on the phone with LT today and got absolutely nowhere. They refused to let me speak to a supervisor anytime I asked. There is NO WAY will I ever place another order with them. I am disgusted in there customer service and there lack of respect for their customers. If I EVER acted that way toward my clients I would be dismissed from my job.

Terrible customer service. I ordered 8 days ago and paid for two day shipping and the package never shipped and I still can't get my money back. Have talked to numerous customer service reps with no satisfaction. Tracking says the package never moved and [redacted] said they never received it. Will never order from here again.

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 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: 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 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: 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 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 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 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: 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]

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: On 4/** I placed an online order with Lord & Taylor for an item that was on sale. However, moments later I called to cancel because I accidentally put the wrong shipping address. The woman on the line was so incompetent that it took her 12 minutes to figure out how to type in my name - H[redacted] I am pretty sure that she was trying to stall because when I placed the call my order was only about 5 minutes in and was still in a "created" status but yet, when she finally got in to my order it had been over 20 minutes and she was unable to change the order. The order shipped on 4/** to the wrong address, then took until 5/* to be re-routed back to the correct mailing address through USPS. Once the package arrived at my current address, the USPS had tacked on an additional $8 in charges for the postage. I refused the package and it was to be returned to the store. According to Lord & Taylor, it still has not arrived - almost a month later. I have opened a case with USPS and Lord & Taylor. I feel that had the woman I spoke with corrected the address and/or allowed me to cancel the order - rather than purposely delaying my concern - as I requested, this would not have happened.Desired Settlement: I want the purchase refunded, including the original shipping charges - $68.19.

Business

Response:

Hello,

Our Service Excellence team is contacting [redacted]. They are refunding the order and are offering a percentage off of her next order along with free shipping.

Thank you.

Review: I ordered a gift card for $100 on Dec. **, 2014 - order #[redacted] - and had it mailed directly to my father as a hristmas gift. I assumed that he had received it but neglected to confirm this with him. When I finally asked him about it, he told me he had never received it. On April *, 2015, I called the number on the email (###-###-####) and someone from "Lord & Taylor" answered, but she told me that she could help with my [redacted] query. I explained the issue, she put me on hold for over 20 minutes (!!) and then came back on and told me that I would have to wait "for up to 7 days" to be contacted by "Service Excellence".

I was subsequently contacted by email, and they confirmed in writing that the card was never activated and that it would be re-issued and mailed to me. The gift card was never received (again). I follow-up several times but no gift card was received. I finally requested a full refund on April **, 2015. I have followed-up my request for a refund another 6 times by email. Each time, a customer service representative replies that my request has been received and the refund will be processed. But there has been NO refund received. You have had my money since December **, 2014 - i.e. over 5 months.Desired Settlement: Refund of $100 to be processed immediately. There is no excuse for not processing this refund as there was an immediate confirmation that the gift card was not activated.

Business

Response:

Hello,The customer has been refunded the $100.00 and our Service Excellence team is sending a $25.00 giftcard as an accommodation.Thank you.[redacted]

Consumer

Response:

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

[Your Answer Here]I was told that they had processed the refund 1 week ago but it has still not showed up on my credit card, nor have I received the gift card. While I might expect that the refund would take a few days to be reflected in my account, it should not take over a week to receive this refund. Nor should it take a week to receive the gift card. Therefore, this complaint has not been resolved as I have not received the refund or the gift card.

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 issued the customer a giftcard for $25, sent out on June [redacted]. It takes 7-14 days to receive this card from the USA to Canada.As for the $100 credit to the customers credit card, this transaction was completed on June [redacted] by our Sales Audit team. If you have any further questions regarding not seeing the credit post, please contact your bank. Please use [redacted] from our Service Excellence Team, ###-###-####, as your contact going forward, not 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: Order number:[redacted]

Order date:Dec **,2015

Order status:Cancelled

I have emailed the company 3 times and called [redacted]. [redacted] said they sent a notice to this company telling them to cancel my order in [redacted] but they haven't. My order was for $56.00 and was never filled. They advertised that they carried a discontinued item and took my money even when they didn't have the product. They now are holding my money in [redacted] as a pending transaction for almost 2 weeks at Christmas time.Desired Settlement: I would like them to cancel my pending paypal payment!!!!! Also for holding my funds for 2 weeks I think they should also give me a store credit!

Business

Response:

Tell us why here...Good Morning,I am writing in regards to order [redacted]6. First and foremost I greatly apologize for the inconviences 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 receieved that. I have reached out to my team that handles our [redacted] transactions and asked them to have this expediteded as quickly as possible for you. As a token of an apology for the trouble and aggravation, I would like to forward you a $25.00 gift card. While I am aware that this does not remedy the horrible experience, I do hope that it will be a step in the right direction in restoring your faith. If you would be so kind, please provide a valid mailing address that I may forward this out to you as soon as possible.Again, please accept my most sincere apologies for all the trouble that you have experienced in regards to this. I truly understand how frustrating this matter is to you and would like to assist in turning this experience into a more positive one anyway that I can. For more questions or concerns, please feel free to contact me through e-mail or via phone and I will be more then happy to assist you.Thank you so much for your time in regards to this.Warmest Regards,Heather L[redacted]Service Excellence Specialist Lord and Taylor | Hudson’s Bay CompanyPhone: (###-###-####) USAPhone ( ###-###-####) CanadaEmail: [redacted]

Review: I just finished law school and urgently needed a dress for graduation. After reading the shipping information posted on the website, "Most orders placed before 2:00 PM EST, which are being filled from our warehouse, will ship the same business day. Orders placed after 2:00 PM, which are being filled from the warehouse will be shipped the next business day. Orders filled from another one of our facilities may incur a slight delay," I decided to pay the next day air fee so that I could have a dress delivered by Thursday, May **.

waited for the shipping confirmation email the following day (today) but didn't receive it, so I contacted the customer service chat line to find out what was going on with the order around 12:30 p.m. The agent, [redacted], just repeated what was stated on the website, "released" and informed me she couldn't do much else than state what I already knew. She verified that it was being processed at the warehouse (so it wasn't filled at another facility), but couldn't check to see whether there was some kind of mistake or do anything else to rectify the situation. She then told me to check back after 6 p.m. because the order may have been shipped without updating the website.

Around 5:30 p.m., I checked my email - no shipping confirmation email. I contacted the customer service chat again and chatted with another agent, [redacted]. Again verified that the order was being processed at the warehouse, but NOT shipped according to the information posted on the website. After having another frustrating conversation with with [redacted] at 10:30, I called the customer service phone line and spoke with a customer service rep who apologized for the mistake in the order, but said there was nothing that could be done for me to receive this order in time for my graduation.

I've wasted an entire day trying to track down this dress and fix whatever mistake so that I could receive the dress on time. If I had known that the shipping information posted on your website was incorrect, I would've have saved your company and myself the trouble of trying to order this dress from Lord and Taylor and had it overnighted it from another company/store. I think it's completely unacceptable that I relied on the information posted on your website, paid the fees, talked to 4-5 customer service reps, only to find out that there had been some mistake in the order and nothing can be done about it. The closest store that has the dress in stock is 120 miles away in NYC [redacted] (I live near Philadelphia). I wasted a lot of time looking for this dress on Tuesday, today trying to get it shipped out of the warehouse, and will have to waste more time tomorrow looking for another dress. I shouldn't have to pay for the company's mistakes. The website's shipping information was clearly INCORRECT or if it is correct, the company made some kind of mistake because 24 hours later, the website still states that the order is "released" and the call rep confirmed that mistake and informed me to email a complaint to the customer care email.Desired Settlement: Refund for the dress, shipping, and $500 compensation for loss of wages because of Lord and Taylor's inability to deliver products according to their own shipping policy that's posted on their website.

Business

Response:

Hello,Our Service Excellence team contacted the customer and refunded the shipping fee, offered a $50 giftcard and notified that she will receive the dress tomorrow.Thank you.[redacted]