Lord & Taylor

Review: I have been contacting this company since July. They placed three wrong orders. Their service has been lacking as I have called multiple times to fix the issues and they are not responsive and/or do not seem to have any information to solve the issue or know what is going on. The biggest issue is that I have been trying to get a refund for the first wrong order which they received 8/**/14. I have called multiple times and put in two "cases" to resolve the issue.Desired Settlement: I would like them to refund my money onto my original form of payment

Business

Response:

Hello,Our Service Excellence team looked into this issue and the customer has been refunded back to their VISA card for $138.00. They are emailing a copy of the receipt to the customer.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 it was incorrect but that I have been contacted again and it has now been resolved. For several months I have been given incorrect information and am frustrated that it has taken this long but am glad it is now resolved.

Sincerely,

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: 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 place an order on November [redacted] 2014. It was online, I did not receive 2 items in my shipment. I called several times and emailed and even participated in an online chat of which I had a copy emailed to me. They have repeated said that it needed to be addressed by their service excellence team. As if today December [redacted] I haven't gotten a response or a credit. I repurchased the items from [redacted]'s and [redacted] because I never got a response and I wanted the items for the holidays. I think it's too long for no response abs when I call no one can do anythingDesired Settlement: I want to be credited for both items, the jumpsuit and michael kors black blouse. I had to repurchase these items so I am out the money twice!

Business

Response:

Hello,Our Service Excellence team will contact the customer and have their account credited.Thank you.[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]

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 got two lord & taylor gift cards which I placed an order with (let's call it order #1). One day later, L&T had a better promotion going on with the same product I purchased. Therefore, I called L&T and asked if I could cancel the order, and if I cancel, what will happen to the GC balance. I was informed by a CS that the GC balance will be refunded to my ORIGINAL gift card within one hour and my order could be cancelled. Based upon the information provided from the CS, I canceled my original order and waited for one hour to place my 2nd order. However, the GC balance was not refunded as promised.

I called L&T again and was told by a different CS that this COULD NOT happen. Instead of a refund, L&T will ship a different GC to me via mail such that I can't place my 2nd order! I talked with their [redacted], [redacted] (I don't know if this is the correct spelling) because I cancelled the first order based upon the information L&T gave me and now I couldn't place my 2nd order as I planned. [redacted] offered me a solution as: I could place the order with my credit card for now and when I receive my new gift card via mail, L&T will take the GC balance of $100, apply it to the 2nd order, and get $100 back onto my credit card that I made purchase with. I agreed and placed the order over the phone. Although this is not the best solution I would like to have( I can't get my AMEX $20 off $100 offer this way) but I found it acceptable at the time. YET, I didn't see worse is to come.

Last Friday, I received the GC from cancellation of the 1st order. I called L&T and was told that L&T CANNOT do what [redacted] had promised. The [redacted] I talked with stated that she was sorry but she can't do such a thing, etc. I'm very, very, very frustrated. Not only because I didn't get the discounts and products I wanted ($40 loss in total), but also because during this long, exhausting phone calls, I was misled by the wrong information from L&T Customer Service team TWICE, once from a CS representative, another from a [redacted]. I would NOT cancel the first order if L&T told me that the GC balance will not be refunded in time and I would NOT placed the 2nd order if I knew the GC balance could not be applied as promised. I'm very disappointed with the customer service at L&T.Desired Settlement: I would like to have L&T cover my loss caused by their unprofessional CS team.

Consumer

Response:

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

Sincerely,

Review: I placed an order on **/10/2014 online and got the confirmation that day, the order number is [redacted]. In this order, I got very good promotions as posted online "BUY ONE($92.00, big size) GET ONE($62.00, small size) FREE", together with 10% off and three free sample. So the subtotal for my order is $154.00, but I pay $82.80 for all the items with my credit card, the total discount I got is 46.23% off.

But today they just send me an email and told me my small size item is out of stock. I don't understand what this mean, so I called the customer service. After talking with them for 1 hour, they only say sorry for it and you can not get this small size item as the order I placed, Or you can return all the thing I gonna get. I feel like this is really ridiculous. The reason why I placed order on your website is because the discount for no charge of a small size item, and now you tell me the money I paid can only got one item. This is totally unacceptable.Desired Settlement: Send all the items in my original order as I placed as soon as you need. If you can't, you need give me the same discount (46.23% OFF) for the item you can ship to me. So that means for the $92.00, I just need to pay $49.47. And you need to give the $82.8-$49.47=$33.33 back to my credit card!

Business

Response:

Hello,

Our Service Excellence team menber will be contacting the customer to resolve this issue, they are also honoring the discount that was requested.

Thank you.

Consumer

Response:

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

[Your Answer Here]

They did not contact me until now. Just as their promotion is totally a lie to customers and Revdex.com. I checked the order status and there is no change(showed as attachment). ALSO, I send an email to their [redacted], and still no reply.

Please do something reasonable and legal. Don't let the promotion be a lie.

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

Sincerely,

Business

Response:

Hello,

[redacted] is contacting the customer back and will have the product shipped out to the customer.

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 12/** I made an online purchase, order number [redacted]. The website advertised FREE shipping for orders over $99. My order was $110 before taxes and I was charged for shipping. I contacted customer service several times and they informed me that they would make a refund request to the Service Excellence Dept and someone from that department would contact me about the refund for shipping. I have not been contacted by the Service Excellence department about refunding me for the shipping charge.Desired Settlement: Please refund me for shipping for this order as my order qualified for the advertised free shipping offer.

Business

Response:

Hello,Our Service Excellence team is contacting the customer and is having their ship fee credited back to them.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 placed an on-line order on November **, 2014. I never received my order but received someone else's order instead. I called Lord and Taylor and was told to return the other customer order. I returned the other order in December. I have spoken with Lord and Taylor at least five different times regarding this matter. Each time I am told my account has been sent to financial services for a refund. That there is nothing that can be done. It has been two months and I have not received a credit to my account. I have not received any phone calls or letters saying they are working on this matter. I have spent at least three hours on the phone with different managers and customer service reps all assuring me they are working on this and will call me back and I have heard nothing from them.Desired Settlement: I want my account credited for the order I did not received. I would also like a letter from Lord and Taylor explaining why it has taken so long for this to be corrected. I can't understand how a company as large as this can have such terrible customer service.

Business

Response:

Hello,Our Service Excellence team will contact the customer and have her credited.Thank you.

Consumer

Response:

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

Sincerely,

Review: I purchased 2 dresses from this company online via [redacted] on 5/**/15 and they were needed by 5/**/15. That same day, I received an order confirmation that included [redacted] information including information that the items would be shipped via 2 day delivery. Later that day, I received another email from Lord and Taylor that mentioned that my items had been shipped and the tracking number was provided. Since, the first email confirmed that I was using [redacted] and I could not see the tracking information via [redacted], I assumed my items would arrive on 5/**/15 like the Lord and Taylor website indicated. On 05/**/15, I checked the status of the order via [redacted] and I see that the shipment won't arrive until 6/*/15. Well after I needed it to. I reviewed the shipping confirmation email that I received from Lord and Taylor and I noticed that the [redacted] info was not on that email.I contacted "customer service" and during my first call I was hung up on. I called back and was placed on hold for 12 minutes while waiting to speak to a supervisor. I finally spoke with "[redacted]" who began by insinuating that it was never a [redacted] order though I was literally reading from the order confirmation email that stated it was a [redacted] order. I told him that I did not want the clothes and that it was not fair that I have to pay to return the clothes since they were not shipped via the method that I requested. I was told to call [redacted] to see if the could return the shipment. I called [redacted] and was told that the MERCHANT would have to call to have the order returned to them. I asked about the cost that I would have to pay to return the now useless clothes and I was told the company could see what could be done about getting a credit for the cost.I called [redacted] to see what responsibility they had in all of this and they stated that it must have been an issue with Lord and Taylor's ordering or fulfillment system.Desired Settlement: I want a refund for any money paid to return these items back to Lord and Taylor. If they had been shipped through [redacted] as I expected I would not have to pay for returns.

Business

Response:

Hello,Our Service Excellence team has reached out to the customer and offered a complimentary label for the return and a 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 ordered a bottle of Shalimar 0.25 ounce perfume from the Lord & Taylor website (WEB ID#: [redacted]). It arrived in the last week of July with packaging intact, but had virtually no smell, far weaker than the Shalimar Eau de Parfam I have used for years. Perfume is meant to be several times stronger. What I received was clearly defective, and likely counterfeit. I called L&T customer service twice, and spoke to supervisors twice; both answered that they treat fragrances as cosmetics, and therefore allow no exchanges or returns. The referred me to the manufacturer, the [redacted], in [redacted]. I argued that I understood the policy but the product was defective, and offered to take it into their flagship store in [redacted] to prove it. Neither supervisor responded when I argued that they should be concerned that a major French fragrance manufacturer was selling them watered down perfumes. They dismissed me with the promise of a 25% refund "which has not yet appeared on my credit card statement.

Ironically, I chose this venerable establish to ensure I would receive an authentic product. I have been a loyal Lord & Taylor customer for 30+ years and had a store card.Desired Settlement: Refund of the purchase price. I am willing to bring product into [redacted] store

Business

Response:

Tell us why here...Good Afternoon, I am having the customer refunded for the item. I will email the customer once this is processed. I am also offering a 30.00 gift card for the inconvenience. Heather

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 order for jacket for our anniversary gift. Then I got confirmation number of my order. After atriums 30 minute I got email that your order has been cancelled . Then I place one more time it happened two times lator on I call the customer service and they said it was data error actually jacket price is not correct. I said I have my confirmation number and my order was placed. They said we will offer you 15% off I said I need my order that I placed. Please help me. I placed these order on Sep **/2015 and my order numbers are [redacted] and [redacted]. I have screenshot and emails saved if required please feel free contact me.

With regard

[redacted]Desired Settlement: I want them to ship my orders ASAP.

Business

Response:

Tell us why here... Good Morning, I am writing in regards to orders [redacted] and [redacted] , for the Lambskin Leather Moto Jacket. First and foremost I greatly apologize for all the inconveniences that you have had with both of these orders. I will be more than happy to honor the price of $59.99 for the jacket if you would like to reorder this item, as both orders have cancelled. As a token of an apology for the trouble and aggravation, I would like to forward you a $30.00 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, [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 asked the store manager [redacted] to produce the TWO handwritten forms her clerks filled out for a cash return and she won't produce them. I asked her to produce the written store policy about returns and she would not produce it. I asked her to prove that the store did not enter confidential information into the store's computer and she won't do that. A return was made for an item paid for in CASH, that had its RECEIPT and TAGS on the item. The store in Bay Shore,NY required TWO separate forms to be filled out and the clerk entered confidential information from an ID that they said was "required". It took going to 3 registers and 45 minutes for the refund to be completed. We asked for the confidential information to be deleted. It is intimidation to force a customer to produce ID and WRITE down the information before a refund - or store credit - can be made for an item paid for in cash that had its tags and receipt. The clerks are anti customer. Lord and Taylor says it cannot find the second form. What happened to it? The two forms were at the 3rd register stapled together, so what happened to the second form? The receipt says SATISFACTION GUARANTEED. But there was NO satisfaction.Desired Settlement: Produce the two forms, prove the information has been deleted and removed from the computer, produce the store's written policy on returns, cash returns/refunds. Want the store to POST in large letters at the register what their return policy is. Refund me for my time spent on this.

Business

Response:

Hello,

I have been handling this complaint with [redacted] since it came through to us in June.

I have obtained the original copy of the merchandise document from General Manager, [redacted], and sent that out to [redacted] along with a letter today. This is the ONLY copy of that Merchandise Document that L & T has. This document was the only form that his daughter [redacted] filled out when she was there that day. She was asked for her ID because that is our policy and that verbiage is stated on the merchandise document that she filled out. [redacted] will clearly see that verbiage when he receives the copy in the mail.

[redacted] also sent out a $50 giftcard to him on June [redacted] for his troubles as well as returned the washed and worn jeans, which is against our policy. The tag WAS NOT on the item when the return was made. We only take back returns that are in saleable condition. However ,the store made the accomodation for her. In the end, the [redacted] received back exactly what they were looking for plus a giftcard. We do not owe him anything further.

When returns are made and the original form of payment is cash, we issue a merchandise document, which is what the Sales Associate did at the first register. ID was required as well as [redacted] filled out her name, address, and phone #. Then she was told to take the merch. document to our accomodations register, which is in another department to redeem for cash. The sales associate then asked for ID again to verify the person with the document and staple the cash disbursement receipt to the merch. doc and gave her back $32.22 in cash.

We do not and did not enter any information in our systems at any time for this type of transaction, that is not our procedure.

General Manager, [redacted], contacted [redacted] various times, which I have copies of all of the emails. [redacted] continued to claim that he has never heard from her, which is untrue.

The store as well as myself at Corporate has done everything that we could to please the customer and have gone above and beyond for [redacted] to resolve his issue. This case is closed.

Thank you.

Manager-Customer Service-Corporate

Consumer

Response:

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

[Your Answer Here]

I have contacted the CEO of Lord and Taylor and others and this may end up in litigation. On the contrary, the case is not closed even if the Revdex.com were to "close it". To date, I have not received, in the mail, the TWO separate copies of the form the TWO sales clerks filled out. There were two forms. I have not seen an Affidavit or proof that the confidential information was not put into the company computer and/or stolen. The returned item had ALL its tags and there was a RECEIPT and the item was paid for in cash. I have not seen the actual written store policy on returns. And there is nothing on the receipt about cash return policy. I want to see the store's POLICY posted on the receipts and by the cash registers or in some prominent place. The store clerk's are anti customer and from this reply from Lord and Taylor, the customer service is also. It took 45 minutes and three clerks to make a simple refund. I had to stand around and wait. It is intimidation to demand ID and confidential information or else a refund will not be provided. Shame on the store.

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

Sincerely,

Review: On October **, 2014 I placed an online order (#[redacted]) for a pair of Krynn suede wedge boots. This was the worst transaction I have experienced with an on-line purchase. Everything from the order to the customer service response I received was horrible. My first issue was that I was charged tax on a $45.00 item and there is NO TAX in NYC on clothing or shoes under $110. I contacted customer service and after arguing with the rep who then confirmed I was in fact correct told me she cannot help me at the moment and she will open a case and someone will return my call within 5 business days. No ONE ever called me back, after being on the phone with a glorified secretary for 20 minutes my issue was not resolved! The item arrived late and when I contacted customer service in an attempt to track it, no one was able to help me. I was told once again by a different customer service rep that she will open a case and someone would call me back within 5 business days and there wasnt anyone available to assist me before that time. Well, NO ONE ever called me back!! Once the shoes arrived they were in horrible condition and looked like they have been tried on continuously or already worn. The material on the inside of the shoes had scuff marks!! I once again contacted customer service and once again no one was able to help me! Your company charged me $7.95 for shipping on an item that arrived late and in used and unacceptable condition. I make on-line purchases on a daily basis from a variety of retailers, I have never encountered such horrible service and experience as I did with this transaction. I ended up returning the item to one of your stores in fear that if I ship it back I will run into more issues and not be able to find a resolution as your customer service SUCKS! Lord and Taylor is a bottomless pit with no assistance!Desired Settlement: I want a refund on my shipping as the item arrived late and in USED condition!

Business

Response:

Hello,Our Service Excellence team is contacting the customer and refunding the shiping. They are also offering a giftcard as an accommodation.Thank you.[redacted]

Review: I placed an order for an iPhone charger (order number:[redacted]) on 11/**/15 as a Christmas gift for my mom when she saw and loved it on the website. I received an order confirmation email and then heard nothing for days. On 12/*, I went to the website to check the order status, only to find the item was backordered. I emailed Customer Service expressing my shock at their lack of communication or offering of an expected date or alternative. I received no reply. I just called the customer service number and the representative informed me (without knowing what my order number was or what item was purchased) that their merchandise is seasonal and may not be back in stock for a long time. I gave her the order number and explained that clearly a battery charger would not qualify as a "seasonal item." She told me it could be a matter of days or months before it was back in stock. I asked if, considering the horrible lack of communication and unprofessionalism, I could be upgraded to overnight (from standard) shipping, so that if the item was to come in, the likelihood of receiving it before Christmas would increase. She could not. I would only have an option to cancel the entire order and place another. I am so incredibly disgusted and shocked that a corporation with a history as long as Lord & Taylor would be so unprofessional, uncommunicative and cavalier.Desired Settlement: I want my merchandise by Christmas.

Business

Response:

Tell us why here...Good Afternoon,I am writing in regards to order [redacted]. First and foremost I greatly apologize for all of the inconveniences that you have had with this order. I have researched this and found that the item is on backorder. I would like to offer you 20% off the item if/ when it come back in stock. 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 Company[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]

Subsequent to Ms. L[redacted]'s seemingly somewhat generous offer, to which I responded that it didn't address the primary concern of WHEN I may hope to receive the item, I received yet another email from the ever-incompetent Customer Service department at 2am this morning that my order has been cancelled. I wrote to Ms L[redacted] this morning regarding this and she has not responded. Either way, the fact thereby nullifies half of her offer to "assist in turning this experience into a more positive one anyway that" she can and therefore we are back at square one.

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

Sincerely,

Business

Response:

Tell us why here...

Good Morning,

I am writing in regards to order [redacted]. First and foremost I greatly apologize that this order cancelled and that the item is out of stock. I will be more than happy to have an item comparable to this one issued to you promptly. I will also still honor the discount off of this item if and when I comes back in stock and available to be order again. 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 hope you have a wonderful holiday and I look forward to hearing back from you soon.

Kind Regards

Heather L[redacted]

Service Excellence Specialist

Lord and Taylor | Hudson’s Bay Company

Review: On December 10, 2013, I returned by mail, using a Lord and Taylor issued return address label, two coats. The coats were returned in the same box, with the required paper work. To date, I have only received a refund for one. [redacted] was the payment method.I have made numerous attempts to resolve this via phone and email. The wait time to be connected to a representative averages 20 minutes. On a recent attempt, I spoke with "[redacted]" who told me that many customers were having issues receiving their [redacted] refunds, and instructed me to use the language "One return did not clear [redacted]" which I have subsequently done. I have been told on numerous occasions that this refund would be processed within 48 hours. It has not.I have been in touch via email with and [redacted] who wrote: "The review of Order # [redacted]######## shows that the amounts that were refunded were $76.68+$74.55 for a total of $153.23. This amount is the same amount of the original purchase.We apologize for any inconvience that this may have caused you." I have not been issued the $76.68 refund.The another representative via email, [redacted] wrote: "I do apologize for any return discrepancies on your order. I have sent Order # [redacted]######## to our Service Excellence team for further review. This process takes between 14-16 business days to complete, and we will contact you via email regarding any adjustments that we will be making to your account." No results.And then was was [redacted], who said I would receive my refund in 10 days. I did not receive it.And the latest, [redacted], who has written: "Both coats were processed at our Distribution Center, but there was a communication error with [redacted] when the return was being processed. We will be manually processing your return tomorrow, and you can expect to receive an email when it has been completed." I have heard nothing.Please help me resolve this matter.Desired Settlement: I want the refund due.

Business

Response:

February 10, 2014

This is in response to complaint # [redacted], filed by our customer, [redacted], **.[redacted] was already credited back for both Internet jacket returns that she made. The second refund that she was awaiting was credited back on February 4th for $76.68.

This case is closed, thank you.

Best,

Review: Ordered and purchased two pair of boots and they were marked size 10m and I took them to a cobbler and he said they are actually size 10-1/2 EE, which are too big for me.I want Lord and Taylor to send me a return authorization at no charge to return these shoes as they are not correctly sized and I should not have to pay for their error. I spoke with them on the phone and have been waiting 10 days for a supervisor to call me back and still not have heard from them.Desired Settlement: I want them to send the prepaid return pick up slip at no charge to me so I can send the boots back and have my credit card refunded.

Business

Response:

December 23, 2013

To whom It may concern,

Below is my response to customer regarding complaint # [redacted]. This case is closed.

Hello **. [redacted],

I received your complaint with the Revdex.com regarding the shoes that you purchased online from us. In a separate email I will send you a pre-paid UPS label to send the boots back to us. Print out the label, attach to box, and send back to us for a refund Please include the original invoices in the box.

Thank you and I apologize for any inconvenience.