Lord & Taylor

Review: I ordered a coat that was on sale for $100, for my daughter on 11/**/14, on the same day I received an email stating it had been shipped. I received the package on[redacted], 11/**/14 it was the wrong coat. The coat in the box was $600+, and had a ladies name from another state on the invoice. I immediately called and let them know I received the wrong item. They advised me to mail the package back and I did on[redacted], 11/**/14. The lady on the phone told me that my coat was scheduled to arrive the next day, which is what my order said until after the box was delivered to my house. I explained to her what had happened and that the information on the package was my information but the item in the box belonged to someone else, knowing I wouldn't be receiving a box the next day because I received it already. I waited until the my order said it had been received to call back. So I called back and explained the situation to a man, which he seemed helpful at the time. Told me he could send me a label via email that wouldn't cost me anything to send the package back (which it didn't) and he would ship me out the correct coat that day. Today 11/**/14 I got a voice mail from this company, so I called them back as soon as I got the message. The lady on the phone tells me that I need to mail the package back soon. I explained that I mailed it back yesterday [redacted] 11/**/14. I asked where my order was, she explained I needed to place a new order. I said excuse me, I already placed an order and haven't received my order, and the man on the phone told me that he was sending the correct order out that day. She proceeded to tell me that they don't place orders there and that my money should be refunded to me in 3 days after they received the package I sent back. This irritates me because first of all my daughter needs a winter coat, second I keep getting different stories from these people and for this to be an expensive place to buy products from, they should be making sure they are getting the right items to the right people. I understand mistakes happen but apparently I'm not the first person to have this issue. I am going to be upset and write another complaint if I don't receive the coat I ordered or my money back promptly so I can go elsewhere to buy my daughter a coat that she desperately needs!Desired Settlement: I would like to have the coat I ordered, my daughter is very excited. We don't usually buy high dollar name brand products because I can't afford them. However, your sale you had going on was not much more than I would have had to pay somewhere else. So I really would love to have to coat. However, if I can't get the coat my money back would be great. I just need to buy her a coat ASAP.

Business

Response:

Hello,Our Service Excellence team is contacting the customer. They will refund her for the coat and offer another coat at the same price.Thank you.[redacted]

Review: 1. I made two purchases from www.lordandtaylor.com on Dec.**2013 and Dec.**2013, the order number are [redacted]and[redacted] ; 110.76 dollars for each order.

2. There are four items in the two orders, they are two Clinique Gel and two pairs of Ugg mini boots.

3. After I received them I found the boots did not fit me then I return both of the two orders which includes the four items together in one return box.

4. I only received the partial refund for the two pairs on January **, 95.39 dollars for each order, I did not get the refund for the two Clinique Gel.

5. I contacted with the customer service, a case opened in Feb. [redacted].

6. I made several following up call checking my case, as of today Feb. **I still did not get update from lord and taylor. They hold me waiting.

7. Lord and taylor play foul with buyers and cheating with the consumers: By contacting with them so many times, different agent give me different estimate process time, someone say it will be 6-8 business day, some says 14-18 business day, the only sure thing is there is no one pick up my case yet as of today, and today is already over one and half month from the day I made the purchase from them. I can't even dispute from paypal which I used to pay, since this has passed the 45 days dispute time frame.

8. Lord and taylor is such a company without any loyalty and cheating with the customers.Desired Settlement: Refund me the left right away!

Business

Response:

Hello,

The 2 items were returned and refunded on February [redacted].

Thank you and I apologize for any inconvenience.

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 purchase a bottle of Chance Chanel Eau De Toilette on December **,2015 after spraying it in the store. I proceeded home. Before I opened the package I read the receipt and there was NOTHING stated about No returns on toiletries which is fairly common in several stores that I shop in such as [redacted] or [redacted]. I opened the package sprayed it and it was NOT the same smell as demonstrated in the store. I contact the Store Manager Ravi and tell him about the problem 2 HOURS later. He tells me he will not refund it. I call Corporate and nothing. I email corporate and nothing. I call corporate again and nothing. I email again a different address and I get a letter telling me to take it back to the store! I write her back and explain I have already tried that and that they were not helpful at all. I contact Capital one refuting the charge. After 2 months of dealing with Capital one they tell me Lord and Taylor says they have a no return policy. Then I get a letter from capital one telling me this, (because the merchandise was not returned no additional credit is due). How can I return it if they refuse to take it? This company appears discriminatory and not policy based because it depends on the store, store manager and customer. I don't want this horrible perfume that is defective and completely full just my hard earned money back. This entire company is the worst customer service based company I have ever encountered.Desired Settlement: For the corporation to contact me and tell me where to send the perfume and then for me to be refunded a check for $66.83

Business

Response:

Tell us why here...

Dear [redacted],

Good Afternoon!

Thank you for contacting Lord and Taylor.

First and foremost, I would like to apologize for the negative shopping experience you have encountered with us. I have recently received your case regarding a defective Chanel Eau De Toilette. I’m so sorry for the trouble that this matter may of caused you. In your request, I see that you would like for us to refund you for the merchandise.

Please be assured that I would be more then happy to complete this for you. If you’d be so kind, can you please provide me with your store receipt. So that I may submit this to our Audit Department this afternoon. Once this process has been completed, I will forward you another e-mail indicating that this has been processed accordingly onto your account.

We truly appreciate your feedback and the time that you took to notify us of this experience. Please be assured that I have taken your comments and concerns and forwarded them to the appropriate department for review. With this, we will be able to prevent horrible ordeals like this from happening again the future and will better our online customer service so our customer’s will have a quick, efficient and pleasant experience.

Again, please accept my most sincere apologies for all the trouble that you have experienced in regards to this. I truly understand how frustrating this matter is to you and would like to assist in turning this experience into a more positive one anyway that I can.

Please feel free to contact me through e-mail or via phone and I will be more then happy to assist you.

Thank you so much for your time in regards to this… I hope to hear from you soon.

Warmest Regards,

Jahaira C

Customer Care Center Specialist

(###-###-####) USA

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

Lord and Taylor

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 a pair of boots (Order # [redacted]) in the amount of $206.25 on October [redacted], 2014, which were delivered to me on October [redacted], 2014. The boots did not fit and were shipped back on October [redacted] via [redacted] with tracking number [redacted], and picked up by L&T on October [redacted]. I had received no email correspondence regarding my order since the shipment notification, which they have claimed is a "computer problem". After repeated phone calls and many hours on hold, I was hardly able to have them confirm that they had even received the merchandise. When they finally did acknowledge receipt, I was informed that it could take up to 14 business days for them to process a refund. After the 14 days had elapsed, I contacted them again, since no refund had arrived. I was then told that since I had paid using [redacted], that the refund could take longer. I arrived home on the [redacted] of November (21 Business days after they picked up the return) to find a gift card waiting in the mail. I again contacted customer service, and was told that their computer system automatically issued the gift card because I had different shipping and billing addresses (a problem nobody in their customer service department can confirm). They took the gift card number and cancelled it, as I wanted the money refunded as it should have been, to [redacted]. I was then told that they were going to "expedite" my refund, since they acknowledged their error. After numerous additional phone calls, it is now December [redacted], and I have not heard anything. I have confirmed with [redacted] that they refund any funds that they receive immediately, so the problem is certainly with Lord and Taylor. As of today, (42 Business days since they picked up the return) the only information that they seem able to give me is that my refund is "pending", and that their "service excellence" team will contact me in early January. The policy for mail returns on their website states "Returns via Mail - A refund for merchandise returned within 90 days from the date of sale will be issued in the original form of payment. " I do not believe that any refund procedure should take this amount of time or phone calls.Desired Settlement: I would like my full $206.25 credit issued to my [redacted] account immediately. Furthermore, I would like to be contacted via phone or email to be apprised of the situation as it is resolved. I also believe that the business should update its' return policy to inform customers of the expected return processing times, and should possibly stop accepting [redacted] as a form of payment if they are incapable of issuing timely refunds to customers using it as a method of payment.

Business

Response:

Hello,Our Service Excellence team will reach out to the customer and have her [redacted] account refunded.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:

Thank you very much for responding to my complaint in such a prompt manner. I regret that I had to escalate this all the way to a Revdex.com case, but I had exhausted all other avenues available to me. In regards to the original gift card that was issued, I would simply like you to know that two separate agents in your customer service department asked for the gift card number to “secure” it, as you’ve said, over the course of the last three weeks. I am not sure why the procedure was seemingly never completed in the first place, but I would hope that the additional details may assist you to better train the department to handle such issues. Additionally, I fully expect that [redacted] will notify me when the transaction has completed, as I am aware that they release customer funds immediately upon receiving them. I would like to know (which I have asked numerous customer service representatives) if I will be notified by Lord and Taylor when you have completed your internal processing and are releasing the funds to [redacted]. I request this notification because up until now, I have had to call in just to be told that my refund is “processing”. Throughout this process, I have received no email communication whatsoever since the original order shipping email and customer service survey was sent to me on October [redacted]. I have also been told repeatedly that “[redacted] refunds can take a while”, and since I know for a fact that they are not in the habit of holding onto customer funds, I can only conclude that Lord and Taylor is the source of the delays. Please let me know how I can expect to be notified by Lord and Taylor that my refund has been processed. As a matter of course, I will respond to the Revdex.com and mark the complaint as being acceptably resolved once I have actually received the funds in my [redacted] account. I also thank you for the gesture of sending me a gift card as an apology, and my mailing address is:[redacted]

[redacted] Once again, thank you for your response, and I look forward to this matter being resolved at long last.

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

Sincerely,

Business

Response:

Hello,[redacted] will send you an automated email statng that the credit was applied to your account. I spoke to [redacted] on the Service Excellence team and she said it should be shown by Monday.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. I have received both my refund and the make-good gift card as of today.

Sincerely,

Review: It's been 30 days since shipment date. I have not received the product and my credit card has been charged. Today, I have notified [redacted] (re: Lord & Taylor credit card). They issued a dispute. Last weekend (8 days ago), I verbally spoke with two supervisors (one nice - who offered to issue a credit, and one-nasty/verbally abusive - who denied the credit). Next, [redacted] (customer service agent) stated that he requested the refund and it would take 3-5 business days. The time is up and [redacted] stated Lord and Taylor customer service has not issued me a credit. [redacted] stated the items were not shipped. The Nasty Supervisor at L&T gave me three different (conflicting reasons) over the phone to cover her tail 2 of them were lies one was a truth, but rather then tell me one truth she told me three different conflicting stories. I do not trust liars or people who are not clear/concise.

it's been 30 days for the online order. by law based on the [redacted] they should have issued me a credit. any company I call would have done so as a customer courtesy. NOT Lord & Taylor. Their service is AWFUL!

Since they do not pay my credit card bill or have agreed to pay my credit card for the interest. They should be punished for their neglect to credit me ASAP!Desired Settlement: PLEASE HAVE THEM ISSUE ME A CREDIT BACK TO MY LORD & TAYLOR CREDIT CARD IMMEDIATELY.

THANK YOU SO MUCH FOR YOUR HELP.

Business

Response:

Helllo,The customer was refunded for the two items on 04/**/2015 for $ 268.27.Thank you.[redacted]

Consumer

Response:

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

[Your Answer Here]

The credit they state has been refunded is not true. I have contacted [redacted] who is in charge of the Lord & Taylor credit card and the credit has not been applied. Just because a business or manager states they put in the request. Does not mean the funds or money has been applied. Otherwise, it's a promise that has not been delivered. I am currently waiting for the credit. From weeks to days, it's a lot of delays, empty promises and ZERO executive from Lord & Taylor Customer Service. Empty promises = zero results. Have Lord & Taylor provide you with the authorization code(s) and wiring information to [redacted], date/time of wire. What they provided to you was a date of a request. Not an actionable transaction taking place. More delays and lies from Lord & Taylor.

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:

4/[redacted] from LORD&TAYLOR states 3 to 5 more business days for Order#[redacted]. NOTE: this is a different order # and for a different dollar amount. Hire IS = IS RESULTS!4/[redacted] from LORD & TAYLOR (3:10pm today) "... we apologize for the delay and any issues that you have had with your order. Due to software changes, we are slightly behind and I want to assure you, that your case has not been forgotten." ..."Please allow three to five business days for the credit to appear on your account. If this time frame passes and the credit does not show, please feel free to contact me and I will be more than happy to review this matter for you.For more questions or concerns, please feel free to contact me through e-mail or via phone. Phone: Lord & Taylor ###-###-####"FIRST OFF: THIS HAS BEEN AN ISSUE FOR OVER 30+ DAYS PAST [redacted] ([redacted]) LAWS. Next, read the above excuses, DELAYS ...etc. OH, AND IF WE DON'T FOLLOW THROUGH, PLEASE CALL US. WHY WOULD I WANT TO CALL L&T WHO CITES EVERY PHONE 3 TO 5 BUSINESS DAYS AND THEY HAVE SOFTWARE ISSUES?!! IS THAT MY FAULT ... UM... NO!!!STILL ONLY CUSTOMER SERVICE PEOPLE NO MANAGER WITH AUTHORITY TAKING ANY REAL RESPONSIBILITY.ALL THE EMAILS, NOTES, AND PHONES END WITH A ... GIVE US 3 TO 5 BUSINESS DAYS!!!EXCUSE!EXCUSE!EXCUSE!3 TO 5 BUSINESS DAY!! THAT SHOULD BE LORD & TAYLOR'S SLOGAN.

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

Sincerely,

Business

Response:

Hello,Our Service Excellence emailed the details of the credit to the customer on 04/**/15.The credit hit her L & T credit account on 04/**/2015.Thank you.

Review: I placed an order on March **, 2015, which was delivered to the incorrect address on March **, 2015. Despite contacting customer service twice, they were unable to tell me with certainty to which address (they gave me two possibilities) it had actually been delivered. My email confirmation says one address, their system says another. According to customer service, I must have entered two shipping addresses somehow, though this to me seems unlikely. It appears there might have been some malfunction in the system, because in addition to seemingly having two shipping addresses, in the confirmation email I received my actual billing and actual shipping addresses were switched. I have yet to encounter a website where inputting incorrect billing information has ever not generated an error. In addition, the customer service representatives were disproportionately rude despite not being able to explain themselves where my package might have wound up or why there was such a discrepancy in addresses.Desired Settlement: I would like either a refund of my credit card or for a replacement order to be sent to the correct address.

Business

Response:

Hello,Our Service Excellence Team will reach out to the customer and have them refunded. If the customer wishes to replace the order, they will assist in that.Thank you.[redacted]

Review: I ordered an item online. The shipping address was incorrect and by the time I realized it, the order had been placed. As soon as the order transmitted, this popped up on the screen.

You will receive a confirmation by e-mail to verify your order.

Order number: [redacted]

Order date: May **, 2014

To make changes or cancel this order, please contact our call center at : ###-###-####.

Please Note: Some items in your order may ship from one of our stores and will arrive in a separate package. You will receive a separate shipment confirmation email that will include tracking information for each package.

I IMMEDIATELY called the phone number to make the change as directed. within two minutes after placing the order, got through, and was told 1. they couldnt change the address 2. they couldnt cancel the order.

Well why would you have a phone number to make changes or cancel if you cant cancel or make changes. I would expect Lord & Taylor to send me another bathing suit to the correct address considering its their system. I have shopped at [redacted], I could go on, all online. I have made mistakes in orders, as you can imagine happens, and have always been convenienced.

I have spent tens of thousands of dollars at Lord & Taylor through the years. I cant believe a store of this stature would advertise like they did on their site, falsely, because nothing could be done like they claim it could.

Then told that my only option was to spend another 80 dollars to buy another bathing suit and" I might get my credit backeventually" if they current resident at the wrong address sends it back.Desired Settlement: I want a refund and my bathing suit mailed to the right address

Business

Response:

Hello,

Our Service Excellence team member contacted [redacted] and refunded her order. [redacted] was happy with the resolution.

This case is closed.

Thank you.

Review: I have been a loyal customer of Lord and Taylor since 2008. Up until I moved to California, I was a black card member. I say this because I always talk highly about the store until most recently. On Monday 12/* (Cyber Monday) I logged on to lordandtaylor.com and shopped as I usually do....had five items in my cart and when I hit "check out" I was greeted by a message which said "Sorry our website is busy today, please check back in a few minutes" I checked and checked ...up until 9pm PST and the number given to call was also busy! The next day....my items were still in my cart but now listed at a higher price and no longer 25% off. Naturally anyone should be annoyed by this, if I walked into the store and your registers crashed, and you tell me to come back the next day that is not MY fault I should pay the price I was going to pay at the time of my purchase. Those same rules should apply online when there is a company glitch outside of my control. So I decided to call the next day and I explained all this to the rep...who said she would ask her [redacted] a [redacted]. The rep came on the phone and said ..."she said no" "no?" "she cant honor the prices from yesterday" was the answer. So I asked why? There was no explanation...the answer was just NO. If I were to rank my all time worst customer service situations...this one is pretty high. Long story short, I asked to speak to the manager...I was told nobody was available (lie) and that they would call me back. So now it's two days later, and no call back. This poor customer service makes me NEVER want to shop on your site ever again because if I have to deal with websites that crash and reps who don't care about my business I will take my hard earned money else where.Desired Settlement: I would like the price honored that I was going to originally pay for my items. I still purchased them, but I would like SOMETHING for my time spent on the phone more than 45 mins and the aggravation I had to go through with all of this.

Business

Response:

Hello,

Customer called in and spoke with a [redacted] in our Call Center who replaced order and price matched to Cyber Monday price. They also gave her an additional 20% off as an accomodation for her troubles.

This case is closed.

Thank you.

Review: I have placed 3 separate orders with L&T totalling $405. They have placed a hold on my bank account for the $405 as orders are shipping they have charged my account again as each item ships so now my account has been charged an additional $250. I have received notice some items ordered are out of stock but my funds are still not available. I have contacted customer service several times. I have been hung up on, promised a call from a manager, promised a call from IT, as well as been told everything would be released from my account with 48 hours. None of the above has happened. I have no recourse with my bank to release the funds without getting a written note from seller.Desired Settlement: I would like to be contacted by the business as well as get my money back.

Business

Response:

Good Morning,

I am writing in regards to order [redacted], [redacted] and [redacted]. First and foremost I apologize for all the inconveniences that you have had with these orders. We at Lord and Taylor strive to give our customer’s the highest level in customer service and I apologize that you have not received that. I have researched these orders and found that the some of the items have cancelled which is why there is still a pending authorization hold on your account. I will be more than happy to have your financial institution faxed over our authorization release form. I just ask that you please provide me with the name of the financial institution, the fax number, the name of the person or department that the attention should be made to, the amount of the hold and the last 4 of the account number. 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

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:

The merchant has not submitted the form to release my funds yet. I have sent 2 emails since their original response and have received nothing.

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], [redacted] and [redacted]. First and foremost I apologize for all the inconveniences that you have had with these orders. We at Lord and Taylor strive to give our customer’s the highest level in customer service and I apologize that you have not received that. I have researched these orders and found that the some of the items have cancelled which is why there is still a pending authorization hold on your account. I will be more than happy to have your financial institution faxed over our authorization release form. I just ask that you please provide me with the name of the financial institution, the fax number, the name of the person or department that the attention should be made to, the amount of the hold and the last 4 of the account number. 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,

Review: Continuation of a recently closed Revdex.com complaint. [redacted] promptly reached out to me after I filed the last Revdex.com complaint. She was apologetic to the issues that I expereicned and offered a $50.00 gift card and offered to send me a return label to ship the dresses back that I received after the initial missed promised due date.

Based on the email that [redacted] sent to me, I erroneously believed that the issue had been resolved. I emailed [redacted] and let her know that I had received the dresses and inquired about the return label that she offered. I have not heard from [redacted] since. Lord and Taylor has not fufilled any promises made to me and now I have leanred to not give consent to close any complaints until I now for sure that they have come through on their promises.Desired Settlement: I want the return label that was offered to me by [redacted] as well as the promised $50.00 gift card.

Business

Response:

Hello,A giftcard was sent out to customer for $50.00, [redacted] tracking # is [redacted].Thank you.[redacted]

Review: I ordered a pair of Under Armor Explorit board shorts #[redacted] on July [redacted], 2014. I received a notice the order had been canceled on July [redacted], 2014 due to them running out of stock on the item. I called in and ask them what the issue was and why they canceled my order and they said it was because the pricing on the website was a mistake and all orders on the website were canceled. I asked why I wasn't made aware of this immediately and they told me they "should have" called me and emailed me about this issue, except my name didn't make the list. So she said it still applied to me regardless, because it was a discrepancy on the website. I asked what they would do to solve this issue and they said sell me the shorts for the current sale price of $39.99. This is compeletly unacceptable.Desired Settlement: Delivery of the order/and or compensation for my hassle and aggravation.

Business

Response:

Hello,

Our Service Excellence team is contacting the customer and offering the reduced price to him as a one- time accommodation.

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: Placed an online order and received the item and it did not fit. Place item back in original packaging along with return paperwork to get a credit to my account since they did not carry the correct size I needed. The package was shipped back 10/*/14 and received in their warehouse a couple days later. Per my conversation with them they could tell they had received it in the warehouse but nothing would happen until it got scanned in. It took almost two weeks of them having the item back to scan it in and then another week to process a return. They were supposed to refund my credit card since that was my method of payment but instead they send a gift card. I called and told them I didn't want the gift card so they said okay and cancelled the gift card they sent me that same day. But then told me they were back logged and it could take up to 23 business days for my credit card to be refunded. I called numerous times to get this expedited but no luck. They took my money the first day I ordered but it takes them over two months of them getting the unworn merchandise back for them to give me the refund and this is unacceptable.Desired Settlement: I would like my credit card refund and they should give me a discount coupon to make up for all the time I've had to waste on this.

Business

Response:

Hello,Our Service Excellence team contacted the customer and offered a giftcard as an accommodation. They also issued a credit back to their credit card.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:

The problem as stated is that the business has still not credited my credit card and states it will be at least another month before they do so, even though they have already had the returned product in their possession for more than a moth. I find these delays both ridiculous and unacceptable.

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

Sincerely,

Business

Response:

Hello,The customer was credited and they are also sending a giftcard to her as an accommodation for her troubles..Thank you.[redacted]

Review: For it being my first shopping experience with Lord & Taylor and most likely the last because of the horrible experience I have had with this store. I was doing some online shopping last week on August *,2014. I saw the promo that said if I opened a Lord & Taylor charge, I would received 15% off my first purchase. I applied, got approved & then the coupon wouldn't work,so I called the customer service line. From the start this associate was rude. She said my 15% offer was only valid in store. I read off the promo code and fine print and nowhere did it say this. She put me on hold for about 5 minutes then came back on the line & seemed surprised I was still waiting and continued with my order & said she would process it over the phone in order for me to get my discount. The associate repeated over address, email, name & took down all my information & said I would receive a confirmation email. After a few days I found it odd that I had not received this email. I called, and was able to get an order #. After tracking this, I was able to see that she spelled my first & last name wrong. She wrote down the wrong email address & worst of all wrote down a completely different address. My address is [redacted] she put down [redacted], where did she get these four numbers from I have no idea. This new associate on phone was trying to be helpful and try to reship me the item I needed by today & was unsuccessful at finding it. I needed the items I ordered for a gift tomorrow now I cannot even do that since I have to wait for you guys to get this package back and resend to me. Not on.ly that I was told I had to wait 14-21 days to get a response about this. I am beyond upset and will definitely not need this Lord & Taylor charge anymore not after this experience. I do not even care for that package anymore. I do not understand how someone could be that irresponsible to take down incorrect information. You have definitely lost a customer.Desired Settlement: I would of wanted my order on time for the items I needed a week from when I placed order, I obviously cannot have that now after this employee messed my whole order up.

Business

Response:

Hello,

Our Service Excellence team member is handling this issue. She opened a claim with UPS for the lost package and will credit the customer. She is also going to reach out to the customer and see if she would like to replace the order.

Thank you.

I ordered a four piece pasta bowl set and only received one piece.I called L&T just minutes after receiving my package and kindly explained what happened.

The sales associate put me on hold for ten minutes while she spoke with a Supervisor. Even though they acknowledged that my order confirmation and their website listed a four piece set, they were unwilling to send me the other three. I was advised that I would have to wait until they figured out what happened (they said that they might have made a mistake and listed the item as a four piece instead of as an individual item) and that the worst case scenario would be that they would prorate me for the cost of one bowl. If it is determined that it was suppose to be for each individual piece how can you prorate it at the four piece price???

Why not just send me the other 3 if you made a mistake? The supervisor named Christine started yelling at me and I asked her to please stop. When I initially requested to speak with someone else; she stated that there wasn't anyone else. After trying to explain again that I understood that they may have made a mistake on their end, but that the bigger issue was how they were going to resolve their customer's situation...

she again continued to yell and tell me that when the warehouse scans the UPC code, they don't check to see if it is a four piece or not, they just package it. I was perplexed by this additional information she provided me mostly because the items were being shipped from a store. I asked her a second time to please stop yelling at me and to give the phone over to her superior and she yelled "Fine! Since you don't understand!!!

I also asked for her name and she ignored me and hung up on me. So, not only did I end up with one bowl instead of four. I tried to call back a couple of times to get this resolved. The solution seems bleak as it appears they are sending me the same item that I ordered and I will probably receive one bowl again .

No thank you L&T not if you have crazy people running the show.Christine has a blatant disrespect for people and knows nothing about customer care.

Review: Lord & Taylor delivered a product via UPS then care of USPS. The item is unfortunately lost by USPS. I've called Lord & Taylor 4 times and they have told me the "service department is backed up due to the holidays and there is no estimated date to resolve my issue". Item was ordered on 12/*/13. Item was delivered by UPS to USPS on 12/**/13 at 11:08 am. Today is 2/*/14. My next step is to have my credit card attempt to reverse the charge. Lord & Taylor has been absolutely awful to deal with. There customer service folks don't see to. Know what is happening and constantly give vague explanations for how my issue is going to be resolved and a give a timeline for resolution.

Thank you for your help and support.Desired Settlement: I'd like a refund as well as this complaint given to Lord & Taylor

Business

Response:

Hello,

Our Service Excellence team contacted [redacted] and explained what had happened and that the refund will be processed today. The customer was happy.

This case is closed.

Thank you.

Review: I bought a pair of Hudson Collins Skinny Jeans in the color Revelation online. I contacted customer service by email to report that I noticed that the left leg of jean had a small hole in it that was noticed while I was at work and it was concerning because it was my second time wearing the jean and I did not have it for long. I emailed customer service as soon as I found out but received no reply. Today 1/**/16 about a week later I called by phone to follow-up and was told that I have already worn the Jean and also it is a month old so they cannot do anything about it.Desired Settlement: As suggested in my email to Lord and Taylor and also to the customer service representative I would like to exchange the jeans for another pair. I think this is a reasonable settlement as I have multiple pairs of Hudson jeans and have not experienced this before. I would also be willing to accept a store credit from Lord & Taylor in return for the jeans.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Lord & Taylor has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I would like to lodge a formal complaint against Lord & Taylor. They owe me $119.98 (internet order # [redacted]) for reasons I will explain below.

On the morning of Black Friday, Nov. **, 2014, I bought two cashmere sweaters on lordandtaylor.com. I thought it was odd when I didn’t get an e-mail confirming my purchase within a reasonable amount of time, but grew apprehensivewhen it didn’t arrive by late afternoon. I called Lord & Taylor customer service and was informed that they couldn’t find the order number (i.e., my order hadn’t been received). I then ordered the same sweaters again because I knew I could always return the duplicate order and was worried I’d miss out on the sale price.

On Dec. *, I received both confirmations for order #s [redacted] and [redacted]. Now, I order a fair amount of clothing online. If I receive an item I don’t want to keep, I simply refuse the package without opening it (to avoid paying yet more shipping) or pay to ship the item(s) back to the merchant. I have never had a problem with this approach—until this Lord & Taylor order. You may ask why didn’t I cancel the second order. I thought it would be easier to take the above approach, as I had never had a problem.

On Dec. **, I received both packages. I now had four sweaters, two of which I didn’t want because these were duplicate orders. As stated above, it is sometimes a practice of mine (to avoid paying yet more shipping) to refuse packages and return them to the post office, unopened.

A few days earlier, a similar situation arose with another internet shop, [redacted]. I’d refused a package and then didn’t see the refund within a reasonable period of time. I called [redacted] customer service, explained what happened and asked about the refund. [redacted] customer service immediately and cheerfully confirmed the order’s return and gave me my credit.

With that in mind, I called Lord & Taylor customer service the evening of Dec. ** to tell them I was intending to refuse the second package (order #[redacted]) and was taking the unopened package back to the post office the next day (Dec. **). I called to ask them to make a note of my actions in their system. The customer service representative said she would make a note of it in her computer. I then took the package to the post office on Dec. **.

When I didn’t receive a refund from Lord & Taylor, I called customer service on Dec. ** and spoke to [redacted]. He put me on hold for 10 minutes, at which time the phone was disconnected. I called again and talked to someone (she didn’t give her name, and unfortunately, I didn’t ask for it), who told me her supervisor, [redacted], would call me back within 24 hours. I never got a call.

I called again on Jan. *, this time speaking to [redacted] (a woman), who was professional, but not that interested. When I told her the whole story, she mentioned that the last time she had taken a call like mine, it “didn’t end well” and blamed the issue on the holiday rush and temporary staff. She said that [redacted] would call me, and because [redacted] would have to conduct an investigation, it might take up to two months for me to see a credit on my card account.

I find several aspects of this situation very troubling. First, why couldn’t Lord & Taylor verify my original order? Clearly it was in their ordering system since the order was filled. Second, why did they allow the second order to be shipped? I would have thought the system would have red-flagged the order since it was for duplicate items to the same address. Third, when I called to inform them that I would be refusing the package and thereby sending it back to them, why wasn’ [redacted] return expected, so it would be logged into their inventory and my account credited in a timely fashion? Fourth, why didn’t [redacted], the supervisor, call me back as promised, and what does she need to investigate?

Lord & Taylor’s order tracking software should have a detailed record of events (my original call, then reorder based on concern that the order hadn’t been made; the duplicate orders to the same address; my phone calls; notes taken by the various customer service representatives; confirmation of the package’s return; etc.). I could go on, but why? Clearly any internet-based company (e.g., [redacted], [redacted], [redacted]) must be able to track the status of customers’ orders, personal order history and respond accordingly. If others can do this, why can’t this company?Desired Settlement: Refund my credit card

Business

Response:

Hello,Our Service Excellence team is contacting the customer and crediting her back.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 an item, a winter coat to be exact, from your website about three weeks ago. Unfortunately, the coat did not fit as expected and was subsequently returned. Two weeks go but without any confirmation of receipt. I sent an email to your customer service department which went unaswered. I called and was told that returns were still being processed and to call back in another week. We are nearing the end of week three, I called customer service and am told that there was a two week backlog and and if/when the return is processed it will take an additionally 7-14 to refund the order. Essentially m money is being held hostage until they see fit to refund me

Regards,Desired Settlement: I would like an immediate refund of my money

Business

Response:

Hello,

I apologize for the delay. Your return will be processed today.

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. Thank you all for your assistance I highly appreciate it.

Sincerely,

Review: REFUSAL TO RETURN UNAUTHORIZED CHARGES TO MY CREDIT CARD.

UNAUTHORIZED CHARGES WERE CHARGED TO MY CREDIT CARD AND I HAD CONTACTED LORD AND TAYLOR VIA ONLINE CHAT TO FIND OUT IF INDEED A ORDER WAS PLACED AND IT WAS NOT. I CONTACTED MY CREDIT CARD TO HAVE THE CHARGES RELEASED BACK TO MY CARD AND THEY STATED THAT THEY WOULD NEED VERBAL PERMISSION FOR AN IMMEDIATE RELEASE OF THE FUNDS BACK TO MY CREDIT CARD WHICH I WAS REQUESTING!! BOTH MY CREDIT CARD AND MYSELF WAS ON THE PHONE WITH LORD AND TAYLORS AND PER SOMEONE ON THE PHONE THAT BARELY IDENTIFIED HERSELF FROM LORD AND TAYLOR TO SAY THAT THEY WOULD NEED SEND A FAX IN ORDER TO RELEASE THE FUNDS. NOW AT THAT TIME I INTERJECTED TO SAY THAT THERE'S NO ORDER IN YOUR SYSTEM FOR YOU TO HOLD THE FUNDS AT ALL. THEN THIS PERSON SUPPOSEDLY WENT TO ASK A [redacted] BY THE NAME OF [redacted](WOULDNT GIVE THE LAST NAME FOR SUPPOSEDLY SECURITY REASONS)TO GET A VERBAL RELEASE TO GIVE BACK MY MONEY!!! BOTTOM LINE: THEY REFUSED TO GIVE BACK MY MONEY!!! I AM BEYOND FRUSTRATED AND ANGRY AT THE TREATMENT THAT I RECEIVED FROM THE RUN AROUND!!! ALL I WANT IS MY MONEY TO PUT BACK ON MY CARD!!!Desired Settlement: WHAT I WANT IS TO HAVE MY MONEY RETURNED TO MY CARD IMMEDIATELY--NOT IN 3-5 BUSINESS DAYS, NOT IN 90 DAYS---IMMMEDIATELY SINCE THERE WAS NOT ORDER ATTACHED TO IT!!!! AND I ALSO WANT A WRITTEN APOLOGY SENT TO ME APOLOGIZING FOR THE POOR TREATMENT THAT I RECEIVED IN THE INTERACTION TODAY!!!

Business

Response:

Hello,

In order to move forward and rectify the issue, please email me at the address below, your credit card account # that was charged. I do not see an online order placed under your name or email address. From your credit account, I can pull all transactions made at any Lord & Taylor store or on on website so I can see what this charge was for.

Thank you.

Business

Response:

Hello,

In response to this case. I have faxed over a request to [redacted]’s bank to release three authorization holds off of her VISA card, 2 for $45.04 and 1 for $ 25.56.

This case will be closed once the bank cooperates.

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]

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

Sincerely,

Review: I would like to complain about Lord & Taylor's service. I ordered a bag from the vendor's website on October [redacted]. The order number is [redacted]. As it is sale season, the product got 25% off. Although other department store offered the same product at the same price, for say [redacted]'s, I still decide to go with Lord & Taylor. I made the order online. It was my first time using this department store's website. Although it was not as user friendly as other department store ([redacted], you name it), I still tried and managed to make the order. Afterwards, I received order confirmation and thought I was all set.

However, two days later, I received an email from Lord & Taylor telling me my order has been cancelled. To make it worse, Lord & Taylor does not bother to give me a reason. Since I really need to get this bag as an important gift for family occasion, I checked [redacted]'s, but it's already gone. I really hope back then when I made the purchase decision, I would have picked some vendor more reliable than Lord & Taylor. The whole experience is very frustrated.

Please do tell me the reason why you cancel my order given my payment absolutely has so issue. If it is inventory problem, why wouldn't you just say out of stock on the website, which will save everybody's trouble!Desired Settlement: Please ship me the bag I have ordered for the exact color at the exact price I have paid.

Business

Response:

Dear Jingwen, Good Afternoon! Thank you for your recent online purchase. We appreciate your patronage here at Lord and Taylor. Order # [redacted] First and foremost, I would like to apologize for the issues that occurred with your last order. I can assure you it was not our intent to disappoint our customer’s. I have recently received your case regarding an order that you placed, but have ended up cancelling. I’m so sorry for the trouble that this matter may of caused you. Just if I may clarify the issue at hand – The order cancelled due to lack of inventory for the distribution center. However, I do see inventory for this item within our local stores. Which is why the ‘out of stock’ option was not listed on the website. Please be assured that I would be more then happy to seek further information from the local stores, so we can get this item to you. If I can able to locate the Nolita Leather Satchel Bag, I will honor the previous sale price. If I am able to locate the item at the store, you will need to make the transaction via phone so the clerk can do a ‘store send’. Due to the inconveniences , I’d like to offer you an additional 15% off your new order as a sign of good faith for this ordeal. While I understand that this does not make up for the aggravation and time spent on this, I do hope that it will be a step in the right direction to restore your faith with us. We truly appreciate your feedback and the time that you took to notify us of this experience. Please be assured that I have taken your comments and concerns and forwarded them to the appropriate department for review. With this, we will be able to prevent horrible ordeals like this from happening again the future and will better our online customer service so our customer’s will have a quick, efficient and pleasant experience. Again, please accept my most sincere apologies for all the trouble that you have experienced in regards to this. I truly understand how frustrating this matter is to you and would like to assist in turning this experience into a more positive one anyway that I can. For more questions or concerns, please feel free to contact me through e-mail or via phone and I will be more then happy to assist you. Thank you so much for your time in regards to this… I hope to hear from you soon. Warmest Regards,Jahaira

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,