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 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,

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: 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 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,

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 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: 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 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 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 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: 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: 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 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: 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: 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: 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.