Lord & Taylor

Review: Lord & Taylor advertised that on 12/**/2013 after 4:00 pm to 9:00pm if a person will purchase more than $400 in mens goods they will be eligible for a free ipad mini. This would mean that most probably they would have enough ipads to go around to cover their promotion from 4:00pm to 9:00pm. It is sad to say that I checked out @ the register by 4:30pm and to my surprise there were no more ipad mini available. They did not even try to apologize for their miscalculation. From what I gathered from the employees working there is that all they had were "50 ipad minis". Their excuse was this $400 sale made you "eligible" for a free ipad mini.How do you make someone eligible for something when you never had enough to cover even the first 30 minutes out of a 5 hour sale.

How do you make a sale from 4-9 and not have enough merchandise to not even last 30 minutes. This is bait and switch in the simplest form. First they bait you in with a promise of an ipad mini just to tell you they don't have any after you completed your purchase. They was no apologies from anyone rather they made problems to even return the merchandise that I purchased to get the free ipad mini.

I would expect such a low sales tactic at a sleazy shop but not at a high end retailer.

To Lord and Taylor this so called "promotion" was made to get customers into the door but all you did was get me out the door forever with such sleazy tactics. I took off from work 3 hours early to get in on this deals to spend some money for holiday shopping. All I got was a loss of 3 hours and no promotion. Thank you for your false advertising. At this rate next year just promise a $2000 apple laptop for customers who spend $400 or more on mens merchandise and make sure to have a whole 2 pieces in stock so you can say were eligible but you should'ove been here "earlier" (than 30 minutes past the start of the promotion).Desired Settlement: Desired Settlement: Complimentary Service

Business

Response:

Hello,

The Director of Customer Service will be in contact with you regarding this issue.

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] The business wrote that the customer service director would be in touch with me but no one ever contacted me.

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

Sincerely,

Business

Response:

Hello,

Our NYC store team is handling all complaints regarding this store IPAD event issue and will contact the customer directly.

This case is closed.

Thank you.

Review: I made several purchases online via L&T they then cancelled the order citing no longer in stock. When in fact all the items where in stock. They sold at very discounted price but they refused to honor the price although I had check out. see note below:

Thank you for your recent Lordandtaylor.com order. Regrettably, we are unable to fill your order [redacted]. We apologize for any inconvenience this may have caused. Your account will not be charged.

Here are the details of your cancelled order:Desired Settlement: I want all the items at the cost sold or items comparable. I want no refund as it was a real bargain,

Business

Response:

Tell us why here...

Good Morning,

I am writing in regards to order [redacted]. First and foremost I greatly apologize for the inconvenience that you have had with this order. We at Lord and Taylor strive to give our customer’s the highest level in customer service and I apologize that you have not received that. I have researched this and will be more than happy to have the prices honored for the items or comparable items. If you place your order with the customer service representative please reference order [redacted] I will have notes in this order advising we are going to honor the prices that you have originally paid. I thank you for your time in this matter and for being a valued customer with Lord and Taylor.

Kind Regards

Heather L[redacted]

Service Excellence Specialist

Lord and Taylor | Hudson’s Bay Company

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 filed a previous complaint on or about 3/**/16 ref#[redacted] in regards to merchandised sold but cancelled by the business. On a second order, it too was purportedly shipped but never left the business according to tracking. As consumer, an era on their part should be to cancel and not honored since I checked out and had a receipt. Initially via the noted complaint the company indicated the purchases would be honored or equivalent substitutes. Since the reneged on the previous complaint lodged, I'm refiling this complaint for both orders ([redacted] and [redacted]). A list of items and comparable substituent for those not now available were provided. They failed to honor the two completed transactions, hence my complaint. I desire them to honor all the items sold at the priced I purchased and/or comparable substituent items for ALL the items not now available. Supply/deliver them accordingly.

Sincerely,

Business

Response:

Tell us why here...

Good Morning,

I am writing in regards to having your items replaced due them being out of stock. I apologize that the agents were unable to assist with this. Would you please provide me with the web id numbers of the items that you would like me to replace them for and will have this order set up. I will be more than happy to contact you at the best number and time for you so that we are able to have this order (s) processes as smoothly as possible. I look forward to hearing back from you soon.

Kind Regards

Heather L[redacted]

Service Excellence Specialist

Lord and Taylor | Hudson’s Bay Company

Consumer

Response:

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

Sincerely,

Provided are the items selected or comparable alternatives:

[redacted] On the other order item not yet received. I desire the following item below as a substitute for order:[redacted]; I really prefer that item ordered be located; it purportedly has a tracking as provided below:

Review: On 8/**/14 I ordered 4 items through Lord and Taylor online ordering. On 9/*/14 I Received 3 of the 4 items. The packing slip has a dark black line through the UPC on the shoes I ordered that I am unable to read. I did not receive the shoes and the box the other items came in is too small for the shoes to fit in. I called Customer Service immediately at [redacted]. I was told the shoes are no longer available (online shows they were for at least 2 weeks after) and it looked as they had been shipped. I was connected to Customer Excellency and was told they would have to investigate and it would take 14 days. I called several times and received the same answer. I called after the 2 weeks and was told the 2 weeks did not include week ends. I called again at the 3 week time and was told they did not know who would tell me that as it wsas taking 3 weeks. I went to the store who gave me a number and web site. Neither can I access. I have called and was put on hold for 24 minutes and disconnected. It has been 3 days short of a month and I have not received an answer. I want my $55.99 returned or the product.Desired Settlement: Money returned or the product.

Business

Response:

Hello,

Our Service Excellence team will be contacting the customer. They checked our stock and we do not have inventory of the shoes, so they are crediting her [redacted] account.

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:

[Your Answer Here]

I drove to the nearest Lord and Taylor store today which is approx. 50 miles away. They assisted me with calling "customer Excellency". The [redacted] ([redacted]) [redacted] contacted Customer Excellency and was told the process takes 21 days and I had only waited 19. They would not provide any assistance or resolution. The [redacted] store decided to credit my account. I have not seen the credit as of yet.

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 member , [redacted], contacted the customer and provided all receipts for her credits. The credits were completed and posted.

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 bought two pants from Lord and Taylor at the [redacted]. This was a couple of years back. I gifted these pants to a relative who was visiting. The person left the country and returned later with the pants with tags on saying the size was not right. I went back to Lord and Taylor to return the items hoping the tags on the pants will help with the return. There was no receipt. The representatives at the store told me that they cannot track the item on their system so they cannot return the item. Another representative there said we do not carry these items. I was a little taken aback as a customer hearing that the representatives were being suspicious of me and unhelpful. My experience with JCPenney in a similar situation was totally different. I had also bought one pant at the same time from this store and went to them to return it. They took it back within two minutes and issued store credit to me. I was not satisfied with Lord and Taylor's response so I searched online as to where I could return these items. I wrote an email to [redacted] on December [redacted], 2014 explaining the matter. [redacted], a [redacted] wrote back on 12/** saying items can be returned to [redacted] without a reciept after 90 days of purchase. I returned the item through [redacted] with a tracking number (i have the receipt with the tracking number) and informed her of the return details. On January [redacted] another [redacted] at Lord and Taylor wrote back an email saying we cannot accept return because the item is being returned after few years. I was taken aback to hear this refusal after sending the items through mail to the address given to me by another associate for returns. I sent another email asking point out the policy that says items cannot be returned after some years. [redacted] another [redacted] wrote back saying we stand behind our policy. Go to the store and talk to a [redacted]. This was a disconnected response because I had already mailed the items to New York so returning to the store to talk to a [redacted] was done in the past already with no help. Another person by the name of [redacted] wrote an email saying we will either refund or send you mail explaining why we cannot accept return. Another person [redacted] wrote stores evaluate returns and a [redacted] will evaluate this return. Another associate. There were so many disconnected responses to my request and no information of my package with the tracking number from Lord and Taylor was given to me, although the [redacted] tracking system shows package was delivered on December [redacted]. I was so upset with the back and forth unprofessional emails from different [redacted]s that I decided to write to the Revdex.com. I also informed Lord and Taylor associate that I was going to write this complaint to the Revdex.com. No response was received after this email although I got at least 5 to 7 emails from Lord and Taylor withn a matter of one to two hours before I mentioned Revdex.com.

Lord and Taylor management is concerned about customer service but the people working with the customers directly are not customer centered. In the past the top management has helped me once and I do appreciate that a lot. But I am very disappointed with the associates who are sending unprofessional emails again and again without really helping a customer. If they did not want to accept the return then they should not have given me an address to mail the items. I was very clear in communicating that the items were bought a couple of years back and there is no receipt. I also told them that there are tags on the pants that could help with the return. I had asked in an email before mailing the pants to Lord and Taylor what should I do? I have a copy of that email too. If they had said "we cannot accept the items because according to our policy that states specifically items cannot be returned after such a time will be declined for return" I would have understood. But there is nothing in the return policy that points to a time frame other than before or after 90 days. Yes there is mention that Lord and Taylor reserves the right to decline returns. But customers also have a right to ask the reason for denial. The reason should not be "at will" particularly if it is a negative reason. I would have understood that items cannot be returned if it was stated in the policy that the items being returned after a couple of years will not be accepted. But there is no such mention in the policy. If [redacted] can return the item with out any noise why cant Lord and Taylor?Desired Settlement: Desired outcome is that the pants be accepted for return. Store credit be issued and mailed to me. Thank you.

Business

Response:

Hello,Our return policy is that we will accept unworn merchandise with tags attached. If after 90 days, you will receive the lowest selling price. Because they are older, they probably are not coming up in our system to tell the associates at the store what the lowest selling price actually is. This is why the return was declined in the store.Please provide the sku #'s that are on the tags so that I can further look into a possible return price, which will be credited to a L & T giftcard.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 do not have the sku number because items were shipped to Lord and Taylor, [redacted], via [redacted] tracking number [redacted]. Tracking information confirms delivery on December **, 2014. I have been sending emails requesting to confirm delivery but no Associate at Lord and Taylor has confirmed it yet. Thank you for a professional response.

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

Sincerely,

Business

Response:

Hello,Our NYC store did receive the pants. Because they are older and we no longer carry them, I have approved the return for $40.00 total to a giftcard. They will be sending the $40.00 giftcard out to you for both pairs ASAP.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 went this far to prove my point that Lord and Taylor customer service associates are not treating customers with fairness. One associate says mail the items for return on this address, another associate says we cannot return it because they are old. Another associate says we cannot track it in our system, yet another associate sounds like what they are saying is not written in the return policy but they are reading it like the way they want to read it. They are refusing AT WILL. None of them seem customer centered. I think they need to be trained professionally to deal with customers. [redacted] store is far better in customer service. The pant bought at [redacted] was as old as the pants bought at Lord and Taylor. [redacted] had no issues whatsoever taking the items back at their store at full price. They did not reduce the cost just because the items were "old". They scanned the tag on the pant and returned the price on it within two minutes. This is what I call guaranteeing your products. I think Lord and Taylor should learn customer service and tracking of their sold items no matter how old, from JC Penney. This is not the first time I have had problems with Lord and Taylor sales people. Each time the higher management has to step in to reduce the noise. Maybe Lord and Taylor needs to reverse the pyramid so that the top management can be at the bottom to deal with the customers and the lower staff go on the top of the pyramid to learn how good will affects businesses. No need to send a $40 gift card or returning the items to me. I am done here. Thank you for your offer but I am really embarrassed to accept it now. I wish they had returned the items at the store the first time I went there. I took the time to mail the package, write emails to your associates, faced embarrassment and now accepting $40 is demeaning to me in every sense. Thank you.

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

Sincerely,

Review: I placed the order #[redacted] online on 4/**and got a cancellation email on item [redacted] at 9:20PM CT on 4/**. The email said "Regrettably, we are out of stock of the item(s) below. " Then, I checked the web site right away, and the item was in stock. The screenshot can be provided for your reference. I also called [redacted] and spoke to a customer service representative: [redacted]. She confirmed that the item was in stock. I don't understand why the cancellation email, the web site, and the representative can tell different stories on the availability of an item. If they don't want to offer the discount price, they should simply say so rather than any other reason.Desired Settlement: L&T should resume my order and send me the item [redacted] at the price that was listed in my original order #[redacted].

Business

Response:

Hello,

Our Service Excellence team rep. contacted [redacted] by email and by phone and has not heard back from her regarding the issue.

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,

Business

Response:

Hello,

[redacted] on the Service Excellence did already price adjust [redacted]'s order. She will contact her today to reiterate this to her.

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 two pair of boots on the Lord & Taylor website. Unfortunately, neither pair of boots fit and I decided to return both pair of boots. On December [redacted], I followed the directions provided in the package to return the items and receive a refund. I had the USPS rep to make sure the L&T provided shipping sticker was sufficient to ship the package back to Lord and Taylor. I wrote down the only tracking number I saw on the label: USPS [redacted]. If the tracking number worked, clearly, there would not be an issue.It is now January [redacted]and not only does the tracking number not work, but also the online and telephone customer service team provided absolutely no assistance with the situation. The first online representative, [redacted], told me I needed to wait to see if the package has been received (it has been over a month). Then she gave up and told me to call customer service. (30 minutes of my time wasted it took 15 minutes for someone to respond)I called customer service and after 15minutes on hold I finally spoke with [redacted] As mentioned, I called in knowing that the tracking number was not working and I was looking for a solution to the problem. [redacted] continued to tell me that since he could not assist me since he could not locate the package without a working tracking number. After asking several different questions, only to hear the same response, I asked to speak to a supervisor. To add insult to injury, he returned to the line only to tell me there were absolute NO customer services supervisors available to speak with me. He could have a supervisor call me back in 24 48 hours, but they would only tell me the same thing. I cannot file a claim with USPS for losing my return package and Lord and Taylor will not take responsibility for the shipping/sticker error. I have absolutely no recourse for this situation. At this point, I have paid $200 to try on boots, which anyone would find unacceptable.Desired Settlement: Lord and Taylor take on the responsibility for locating the package and issue my husband's paypal account the set refund. Since I did not pay for the shipping, I used Lord & Taylor pre-paid sticker, I have absolutely no recourse with the USPS. I tried calling them first. Although Lord and Taylor outsources shipping, it is still part of the company's queue/ service. It should be their responsibility to at least help me track down the package and issue me the product refund.

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 Oct. **, 2013 I placed an Order for a Movado watch (order number #: [redacted]). I received the watch 11/*/13 and returned the watch 11/*/13 via the prepaid USPS label provided in my invoice (tracking #[redacted]). I have since placed a total of 3 calls, including one email inquiring on the status of my return. I was advised that my return was received at the warehouse as of 11/**/13 and was told by a representative that I can expect a refund by mid Jan 2014. At that point, I escalated to a supervisor and was advised I should receive a refund no later than 12/*/13. I have yet to receive a refund. Instead L&T has opened a case for me with case #[redacted] and I have yet to have any resolution.Desired Settlement: I want a full refund and should not be responsible for return shipping. The item is clearly sitting in their warehouse.

Business

Response:

Hello,

We will credit you back today for the return. We had a systemic issue, so I apologize for the wait.

Please allow 3-5 business days to see the credit post to your account.

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,

Lordandtaylor.com advertised on its website on 8/** that the customers can get free 8 piece Estee Lauder gift with $35 Estee purchase. After I placed the order of $61.63 on 8/**, I received an email from the company saying that the free gift is out of stock. Ironically on the same day I got a marketing email advertising the free gift again. On 8/** I called customer service [redacted] and I was told I would never get the free gift because of out of stock. I complained and then the customer service said they placed an order and send me the free gift with replacement of one item. This is such a deceptive marketing ploy.

Review: This complaint is for the website. I placed order number [redacted] on the website. My order price was 99.98. The following day, I received an email saying my order was canceled, for no reason given. I then got a second email stating that I was being charged 79.96 for an item that had no description whatsoever. I was very confused, so I called the 1800 number. I was then put on hold for 40 minutes. This is an extremely excessive wait time. I was at work, and my time is expensive. I was very surprised and displeased to be put on how for 40 minutes, when most other companies where I shop will assist customers right away.When I finally spoke with a representative, she simply told me the problem was a computer error and I would need to wait until a new gift card was sent to me in the postal mail in order for me to complete my order again. That is ridiculous. I wasted a huge amount of time on this order, and the customer service I was offered was unacceptable.Desired Settlement: DesiredSettlementID: Replacement I would like to receive the items I ordered and to have my gift card value replaced. Normally I enjoy shopping at Lord and Taylor because they have a classic selection of products. I was disappointed in this customer service which did not live up to the usual high standards I expect from Lord and Taylor.

Business

Response:

Hello,

[redacted] from our Service Excellence team contacted [redacted] today.

Customer has received her gift card, has not verified the amount on the card as of yet.

Review: Yesterday evening while shopping online the prices dropped so I ordered a few items,this morning when I awoke I find the items are no longer being delivered to me the order has been canceled called this morning spoke to a Brittany who didn't wanna give her last name she's the only Brittany that works ine-comm digital she proceeded to tell the items are no longer in stock I asked her how was that cause as. Me and her spoke the items are still on site for. Sale. She's telling she's in. The process of taken them down. I feel LORD&TAYLOR should honor what happened you can't have a sale then in turn take it away.Desired Settlement: Big store like LORD&TAYLOR should honor what they do

Business

Response:

Tell us why here...

Good Morning,

I am writing in regards to cancelled order [redacted]. First and foremost I greatly apologize for the inconvenience that you have had with this order. We at Lord and Taylor strive to give our customer’s the highest level in customer service, I apologize that you have not received that. Since those items are no longer available I will be more than happy to honor the pricing that you had on comparable items. I just ask that if you place an order you email the order number to me and I will make the adjustments. I also ask that you let me know what the pricing was as I am unable to see the pricing on the items you purchased. I thank you for your time and patience in this matter and for being a valued customer with Lord and Taylor.

Kind Regards

Heather L[redacted]

Service Excellence Specialist

Lord and Taylor | Hudson’s Bay Company

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

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

Email: [redacted]

Consumer

Response:

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

[Your Answer Here]

On 3/*/16 I MADE TWO ORDERS I NOTICE ONLY ONE WAS REFUNDED AFTER BOTH SALES WENT THRU. I SENT PHOTOS OF THE SALES. ID PREFER THE VALUE OF THE ITEMS AS LISTED IN THE PHOTOS. MAYBE A CHECK OR STORE CREDIT

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

Sincerely,

Business

Response:

Tell us why here..

Hello

Please contact Heather L[redacted] to resolve this rather then the Revdex.com. We are trying to place this order with you at the earliest conveniences.

Thank you

Terri H[redacted]

Supervisor

This is the email that Heather also sent you.

Good Morning,

I hope you have had a wonderful weekend. I will be more than happy to give you a call to have an order placed for you before 5p.m. Do you have a list of web id numbers that you can provide me? I will have all the information set up so when I call you we can have the order placed seamlessly and smoothly as possible. I look forward to hearing back from you soon and speaking with you today.

Kind Regards

Heather L[redacted]

Service Excellence Specialist

Lord and Taylor | Hudson’s Bay Company

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. GOOD MORNING ALL ISSUES WERE RESOLVED WITH LORD AND TAYLOR. I WANNA THANK [redacted] FOR HER HELP SHE DID SUCH A GREAT JOB AND IT WAS SUCH A PLEASURE WORKING WITH HER. THANK YOU AGAIN [redacted]

Sincerely,

Review: they alwas have discount code on website, today is FINAL, and when you check out it doesn't apply. It happened a few times on my orders and when I realized it it have been more careful checking out. Today since they have sale, I wanted to purchase things and discount didn't work again. I feel like they are cheating the customer and when you email they apolized but don't do anything about itDesired Settlement: just want the credit/discount due me as a shopper as they advertised

Business

Response:

Tell us why here...

Dear [redacted],

Thank you for contacting Lord & Taylor!

We have received word that you have been experiencing difficulties with using our promo codes online and apologize to you.

There are exclusions to the use of the promo code which are listed when you click on the code at the top of the website for details. These exclusions can include: specific brands; specific sales such as Limited Day, Specials, Buy More Save More Events, or Fast & Fab items; Smart Value Items; Fragrances & Cosmetics; Charity Merchandise; as well as specific Departments. All of the Exclusions are listed near the above Promo Code, by clicking the details hyperlink. The exclusions list also gives furthering information on the exclusions list as to what the discounted amount would be, if there are separate discounts. The dated period is also listed for the time frame of which the promo discounts are usable from and till.

You also have the additional option to print out the discount promo code pass, to take into the store with you and you may use it for an in store purchase.

It is likely if the code did not apply then the item is an exclusion. You may also try placing your order with a call to our customer care center at ###-###-#### and a Customer Care Associate will be happy to place your order for you and assist you with finding out what items are excluded and what they might be listed under.

For your inconvenience in not being able to use any of the promo codes that we have had listed, we are offering you a 15% off discount and free 2 day air, with your next purchase with us. This can be redeemed by calling our customer care center and it will be listed and noted under your most recent order number we have on file, [redacted]. Please give the next Customer Care Associate your order number and they can honor that discount for you.

If there are any other questions or concerns, please feel free to respond to this email or contact us at ###-###-####.

Again, please accept our apologies for any inconvenience this may have caused and thank you for shopping with Lord & Taylor.

Cassie V.

Customer Care Center Associate

Lord & Taylor

Cassandra V[redacted]

Customer Care Specialist

* xxx[redacted]

Hudson’s Bay

Review: I ordered several items from Lord & Taylor website and was charged the correct amount. Then, when the items were being shipped, Lord & Taylor charged over 10 unauthorized charges to my credit card. When I spoke to not 1, but 3 different supervisors on three different calls none of the supervisors took my concern seriously. The last supervisor told me that is what they do, charge again for the items then send over a credit to my bank. That doesn't make any sense and due to Lord & Taylor submitting unauthorized changes, my account was negative and I was unable to use that account.Desired Settlement: Issues the credits so that I can use my account ASAP. I will never shop there again!

Consumer

Response:

Please note, the business did not make it right, my credit card company did when I was able to provide proof that I did not authorize those charges. Due to my credit card company efforts, the complaint ID [redacted], is satisfactory to me and the matter has been resolved at this time.

Sincerely,

Review: I went on to the Lord & Taylor's website at 10:15 a.m. on 8/** and say clearance item of UGG Australia Classic Short Boots originally price at $140- $155 on clearance for $69.99 so I place to of them in my shopping cart. They came up as $310.00. I called customer service and spoke with a representative. They asked me to send a screen shot of what I saw and I sent the screen shot to the email address of [redacted]. The representative looked at it and showed it to a representative and came back to the phone and said you have to refresh you screen because that is not on clearance. I said, I just went on to this site this morning so it was a fresh login and the email I sent you shows that it is on clearance. She said that Lord and Taylor's website is really slow and does this but it is not on sale. He [redacted] said that since the website is slow and shows things that were on sale that are no longer, there is nothing she can do. I told her that this is false advertising and can I have the name of the [redacted]. She said she cannot give me the name of the [redacted] and took my name down but said there is nothing they can do.Desired Settlement: If this is an issue as per the supervisor, then Lord and Taylor needs to hire someone to fix there website. Otherwise, in my eyes, this is false advertising. You advertise an item online that is on clearance and rope the individual in but don't give the clearance amount. There is nothing else to say but that it is false advertising. I would like Lord and Taylor's to make good on there website offer of UGG Australia Classic Short Boots (pink, black or blue) for $69.99 clearance. I was trying to order 2 pairs.

Business

Response:

Hello,

Our Service Excellence team contacted the customer and explained how the boots were on a "color sale", which states that only certain colors are actually on sale. What the customer saw was on the landing page, which you CANNOT order from. Once you click on the appropriate color, and you can actually place an order, the corresponding price will come up. So this is NOT false advertising and the price will not be honored for her.

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:

I have saved a copy of the website and the way [redacted] explains it to be is wrong. It shows pink, black , blue and say originally $150, clearance $69.99. Does not specify a specific color for $69.99. Again, it is false advertising. I will never shop there again and will not recommend them to friends and family.

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

Sincerely,

Business

Response:

I apologize that the customer feels that way, however we have to abide by our policies that are put in place.

Thank you.

This case is closed.

[redacted]r

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find even though I disagree with the advertising of Lord & Taylor, I do not care to take this any further. Just will never shop there or recommend them.

Sincerely,

Review: Abstract: I received two used cosmetics items, three phone calls and one chat with customer service representatives, not only Lord&Taylor didn't respond within the time frame promised, but also keep denying responsibility.

Order Number: [redacted]

Friday, Aug **, 2014 (first call attempt): I received cosmetics products packages, found two used items, lipstick and eye shadow. I contacted [redacted] right away and described the situation and offered that I could provide photo evidence for the used items. [redacted] (the very first representative) said she checked the inventory and there's still stock for the two used items I received. She then opened a case, and said the customer excellence team will contact me within next week and send me two new items. I asked if there's any case number I can have in order to track it later, she said no everything will be associated with my order number.

Wednesday, Aug **, 2014 (first chat attempt): I tried to chat with L&T representative, explained the situation regarding the products I received and would like to check the case status, and was told I have to call [redacted] to get the answer, chat team was not able to help with it.

Wednesday, Aug **, 2014 (second call attempt): I have to call L&T again, explained the products situation again, and would like to know the current status, I was told by one female representative she could track the status because there's no case number. I told her specifically that I was told by the first representative [redacted] no case number is necessary, then she said usually the case will be solved for a 7 to 14 business days time frame, I realized I got two different answers for the same issue, so I wanted to talk with a [redacted]. She verified my phone number and email address, and said a [redacted] will contacted me within 24~48 hrs.

Monday, Aug **, 2014 (third call attempt): I haven't got any response from excellence team regarding the case, nor the so-called [redacted] regarding the different answers. So I decided to make another call. This time I explained the whole situation again and again, and requested to talk with [redacted]. I spoke with the [redacted], [redacted], work id [redacted], which ended up with further confusion. First of all, the [redacted] is lack of professional attitude, very impatient and laid-back. Second, slow response, the whole conversation was 34 minutes, and I was put on hold more than half of the time. Third, I was told the time frame for cases would be 14~21 days, OMG, I was really angry this time after hearing all three different answers regarding the case time frame. Even worse, he said more than likely the products ran out already, even they deal with the case won't resend or give discount or credit.

L&T representatives are lack of knowledge, keep denying their responsibility and conduct unprofessional behaviors towards customers, and such a BAD customer service experience would keep me away from L&T. I think I should share this story with Revdex.com and L&T's current and potential customers as well. What they are currently doing is not the appropriate way to do business.Desired Settlement: deal the case right away (Order Number: [redacted]), send me replacement for the two used items, and/or give me credit or discount (in case the two items are out of stock) AND a sincere appology

Business

Response:

Hello,

Our Service Excellence is handling this issue and having our Internet team send out another Gift With Purchase to the customer.

UPS Tracking # [redacted]

This case is closed.

Thank you.

[redacted]r

Review: order [redacted] is cancelled because business does not want to honor the price..item is very much in stock.Desired Settlement: please process the order .

Business

Response:

Hello,

The boots that [redacted] ordered are currently not available. I spoke to our Distribution Center Manager to verify the reasoning for the order being cancelled and it was in fact cancelled because the item was out of stock at the time the order was placed.

Thank you and I apologize for any inconvenience.

Sincerely,

Customer Service Manager-Corporate

Review: On May [redacted] I placed an order for a Mini Harmony Crosshatched Tote Bag color offshore at the advertise sale price if $136.80. On May [redacted],2015 I received an E-mail from Lord & Taylor advising my order was being canceled noting the product is out of stock. I called customer service and was advised there was nothing that could be done as the product is simply out of stock. The bag was taken down from the website at this point On My [redacted] 10am I visited Lord & Taylor website again and the same bag was avilable for $187.6 even though it was removed from the site earlier that day. I decided I would call to order this time. I again was informed that the bag is out of stock. I have photos of the site where it offers the bag at both prices that I mentioned above. It seems strange that this bag is, " Out of stock", 1 day but back on their website the next day and at an increased price.Desired Settlement: I would like to purchase the original bag at the first advertised price.

Business

Response:

Hello,Our Service Excellence team has contacted the customer and offered the sale price on another bag color, since the color he wanted is no longer available.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 March [redacted] I purchased $414.00 of clothing from Lord and Taylor. At the checkout I was told that if I open up an account with them I could save an additional 15%. I agreed but my credit was denied. I asked the sales person to try again and she double checked my information to make sure there was no errors made. Still deined. I was told I would be receivng a letter explaining why the credit was denied in the mail but until then there was nothing Lord and Taylor could do. But, I could come back and they would give me the 15% off if all was well. On March [redacted] I receive a letter from [redacted] Bank Creditor stating the credit reporting agent, [redacted], has reported me as deceased! I returned to Lord and Taylor on 4/*/15 and spoke with [redacted] and the mangaer [redacted] on duty and both said Lord and Taylor could donothing. The 15% discount needed to occur at the time of sale even though it was not my fault that I was denied credit. They suggested I call the credit agency. I called [redacted] with [redacted] by my side and both of us could not get through to a person but was able to obtain a credit report from them which arrived 4/*/15. Everything is in order on that rpeort. I finally found a number for [redacted] on 4/** where I was connect to a person, I spoke to [redacted] and [redacted]. No where in my credt report does it state I am deceased. But I should also call [redacted] and [redacted]. On 4/** I spoke to [redacted] with [redacted] and [redacted] with [redacted]. Both stated there is nothing in my credit report that has me as deceased. Next, on 4/**, I called [redacted] and spoke to [redacted]. She stated there was nothing they could do about the situation and I should call Lord and Taylor. I tried Lord and Talor again and spoke with [redacted]. She once again said there is nothing Lord and Taylor could do for me.Desired Settlement: I want the discount of $60.00 from my purchase I should have received from Lord and Taylor since none of this was my fault or problem. No one is taking responsibility for the solution and I keep getting the run around.

Business

Response:

Hello,Please provide the transaction # from your purchase, located at the top of your receipt(xxx-xxx-xxx-xxxx). I will then issue you a credit of $60.00 to that purchase.Our credit provider, [redacted] already contacted the customer as well.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:

In response to Lord and Taylor, I do not have the receipt. I only have my credit card bill proving the amount that was purchased after the 20% discount was received on the total cost. It states $346.32. Add the 20% discount back in and the original total would be $415.58. (Having recieved the discount from opening up a Lord and Taylor credit card, the exact amount would have been $62.29) See attached credit card statement. This is the best I can do. I appreciate and accept Lord and Taylor being willing to pay me the $60.00, but will need to do so without the receipt number. A Lord and Taylor salesperson provided me with this number if it helps [redacted]Thank you, [redacted]

Review: On August **, 2014 I purchased a pair of Cole Haan Classic Leather Driving Moccasin Shoes. I ordered a size 11. When I received the product and had an opportunity to try on the shoes, I noticed that they were too small. I was unable to make the return within 90 days of the purchase so I called the customer service line and was instructed (in early January 2015) that I was unable to get anything for these shoes (no $, store credit, etc). So I kept the shoes. In May, I tried again. I spoke with a woman named [redacted] on 5/*. She instructed me to send the shoes back, which I did. They were received on 5/** at 6:03 PM (according to [redacted] and confirmed via telephone with Lord and Taylor). [redacted] noticed me that my order # ([redacted]) was no longer active and there was no way to document all of this or create a new file. She said they would have an answer for me no later than the first week of June. So... the next time I called back (on 6/**) I was told by [redacted] (and another woman named [redacted]) that I they would have a resolution for me in the next few business days. I was given a claim #: [redacted] and told to reference that from now on. After not hearing anything for more than 2 weeks, I called back on 6/** and spoke with [redacted] and her supervisor [redacted]. [redacted] tried her best to help. [redacted] got on the phone and pushed me around being extremely rude and back tracking on all statements when I asked follow up questions. I told her I wanted a resolution today and would not hang up until that occurs. She told me that "[redacted] is handling this and does not take calls - she is in a back of house department." [redacted] is the person who now is working on my claim. I am not allowed to have any of her contact info nor was I allowed to speak with her when I asked. [redacted] told me "she will do her best to get back to you by the end of business today."Desired Settlement: I want my money back (or a store credit) - considering that they are in possession of my product that I have since returned more than 45 days ago. Lord and Taylor has admitted that they accepted the product on 5/** at 6:03 PM ([redacted] tracking also says the same). I understand the policy is that after 90 days you are to get a store credit, but I never want to shop at Lord and Taylor ever ever again.

Business

Response:

Good Afternoon, I have reached out to the customer, via email. I have researched this and found that our returns department has accepted the return at lowest selling price. They have credited back the customer I am currently working on getting the transaction information for the customer in regards to the credit. Kind Regards [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 have yet to receive any reimbursement and have not been forwarded any funds.

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

I want my money back. I do not want a store credit. I NEVER want to shop at L+T ever again. They broke company policy many times - but the most important was accepting my return and not doing anything for more than 50 days.

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

Sincerely,

Business

Response:

Good Morning, I will be more than happy to have the credit back to your credit card. I will need the credit card number for this transaction to be completed. As stated in the previous email because the order is from August of 2014 I am unable to see the transaction details, I do apologize for this. If you would please contact me at ###-###-#### I will be able to assist, or if you would like me to call you I will be more than happy to . The phone number I was provided is ###-###-#### if there is an alternate phone number I will be more than happy to reach out to you. I look forward to hearing back from you to have this resolved for you. Kind Regards, [redacted] Lord and Taylor | [redacted]Phone: (###-###-####) USAPhone ( ###-###-####) CanadaEmail: [redacted]

Review: I ordered a Ralph Lauren purse via your website on 12/*/14. The order was in the name of my wife. We can be contacted via the number provided for additional order details. After several days of tracking the package and no delivery, we noted the status had been changed to 'return to sender'. At that time (on 12/*/2014) we contacted Lord and Taylor. We received quite the run around on who's responsibility the non-delivery was, called the shipper two times, and at the advice of a Lord and Taylor representative, eventually agreed to repurchase the purse to ensure Christmas delivery. We were told that once the first purse purchased on the 3rd was returned to the warehouse - we would receive a refund of the $168.10 charge. The new purse was ordered and received within 2-3 business days. However, we have yet to be refunded for the original purse. We checked tracking info for a while and it continued to say 'return to sender' and said it was located in Columbus, OH. Because it didn't' make it to the warehouse (we assume) we never got a refund. Whether this was lost in shipping or what, we should not be responsible for the charge because we never received the merchandise. It was marked as return to sender. This is between Lord and Taylor and the companies they chose to utilize for shipping. Leaving us with a $168.10 charge for over one month is no way to treat customers. We have called 2 times after we received the 2nd purse to find out about the refund on the first purse. we continue to be told that we can expect the refund by a certain date. That date keeps getting moved back. One month is unacceptable, and there seems to be no end in sight with no one reaching out from Lord and Taylor... This is the first time purchasing from this company. Depending on how much additional time this takes, it may be the last.Desired Settlement: We have been waiting long enough for a refund. My due dates on credit cards do not change because Lord and Taylor is too slow to issue refunds, so this needs to be resolved immediately.

Business

Response:

Hello,Our Service Excellence team will contact the customer and issue a refund. They also are offering a giftcard as accommodation.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 placed an order via Lord & Taylor's online site on 12/**/14 for a present for my husband. The website advertised 2 day shipping on any order. I received a notification of shipping on 12/**/14, that was supposed to ship [redacted] with a tracking number. There has been no change in the tracking since the label was created on 12/**/14. It states only that the label has been created. I emailed customer service on 12/**/14 and did receive a response back that it could take 3 to 5 days to arrive, even though it should have been shipped via 2 day shipping. The email stated I could respond to it if I had more questions, which I did. I questioned why the package showed no movement. I never received a response to this email. I called the customer service line and was told at that point it would be forwarded to management because the CSR agreed that the package must have never been picked up by [redacted]. They also stated that management would contact me via email or by phone. I never received a call or email. Today, 12/**/14, there is still no movement on the package. I called customer service yet again, this time I was told they would look for the package but if they could not find the item, I am out of luck because now they are out of stock. They would credit me if they didn't find it. Once again, they said someone would contact me but 8 hours later, no contact. They did tell me that the tracking may update in 12 to 24 hours, but couldn't they at least contact me and tell me whether they found it or not? I assumed this store would have much better customer service. This is the worst I have ever experienced.Desired Settlement: I just want the item I have paid for, shipped via next day shipping. I know they said they are out of stock but surely in all of their stores, there must be one of these left in one of them. Besides that, the item still shows as in stock on their website as of five minutes ago. If it cannot be found anywhere, I want my money back immediately. At the very least, I think someone owes me an answer when they say they will respond.

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,