Posted by Anonymous
This is the worst company to deal with. I mailed my return with lord and Taylor label. It got lost. I have USPS proof that it came to wearhouse.
Customer service don't want to talk to me. No money back.
Customer Service Scoreboard
Terrible experience with customer service call center trying to obtain refund after almost 2 months and company admittedly has record of receiving returned merchandise from online order that was never received. Call center is in the Philippines and being disconnected and put on hold for long wait times was a common experience. I have contacted the customer service call center 3 times in the past month and each time was more frustrating than the previous time. And so far and I have still not received my refund. I do not receive the promised call backs and have been disconnected at least two times every time I called. The most recent experience had me on hold for 45 minutes and then a supervisor cut me off. I had no way of getting back to this point without starting The Who,e frustrating process over again. And I just didn't have another fruitless hour to spend on the phone. I will never shop at Lord and Taylor again. These types of customer complaints about this store are prolific on the web.
On July 18, 2018 I received order number2003094485. When I opened the box I found 3 pair of earrings. Two pair of the earrings were defective. One pair was missing a feather which I found loose in a plastic bag. There is no way to re-attach this feather to the earring. The second pair was twisted and hung crooked. The third pair appears to be ok. I continued to examine the inside of the box to look for the forth pair of earrings that I ordered but only found an empty plastic bag. I called customer service and was told by a representative to return the items to a Lord and Taylor store. I responded by telling the representative that his response should have been I can return the items and we will waive the shipping cost. I also told that I had no way to get to a store and was unable to travel due to an illness. He kept insisting that I take it back to a store. This was the worst experience with a customer service representative in my 78 years. I told the representative tha I would be calling American Express and disputing the charge. Not only did I receive defectve items but the order was not complete. Who sends out an empty bag.
I called today to verify that a price adjustment I called for yesterday, was done. Just for reference, when I've called for a price adjustments with Macy's, its done, then and there, with the same person and I get an email within an hour showing me the information. As was done yesterday at L & T, the first person I got on the phone couldn't make the adjustment and had to transfer me to customer service to have it done. So, same as yesterday, I was transferred to customer service to check on the adjustment. The person told me, "Yes the price was adjusted 15% and you will get an email in 2 to 3 weeks confirming it". (You've got to be kidding). I said, first of all, the item was supposed to be adjusted from $96. to $83. and then I was supposed to get an extra 15% off as a courtesy for poor service in the past! I asked, "What was it adjusted to, I was given an $ amount yesterday"? The person could not tell me, they could only give me a case #!! I asked could I speak to somebody that can give me the information I called for? They transferred me to a supervisor I guess, who could not give me anymore information. Everything with L & T is a project, nothing is simple or efficient, and nobody seems to know what their doing. I went to pick up a dress in a store last week that I held an hour before, in the dress dept. When I got there, they told me their doing inventory, the door is locked to where it would have been held, and I couldn't get it!!! I said, "I literally called and hour ago, why wouldn't somebody have told me that I wouldn't be able to pick it up"!! Not one of these women, and there were at least 3 involved, thought to check the other register in the dress dept. to see if it was held there, which it was. It took them like 10 minutes to think of it. I wasn't familiar with the store so I didn't know there was another register in the dept., otherwise I would have thought of it in a second. Common sense! It takes at least 3 days to just process an online order and then your shipping choice is also horrible -Smart Post. I live on Long Island, NY, and a few of my orders have originated from Brooklyn, NY. They, then go to two Smart Post locations in Edison and Kearney New Jersey before they come back to New York to be delivered to my local Post Office! (not even directly to me!). I ordered something from Macy's on June 21st, the same day I ordered the items from L & T, in question. I'm getting the Macy's order today, June 23rd, where my L & T order is still processing, then it will be another 2 to 3 days for it to get a tracking number and get to a Fed Ex location, and then it will bounce around to various Smart Post locations before coming to my local Post Office, ridiculous!
My response to a L&T Service Excellence representative:
I appreciate you listening to my grievence, and keeping the gate for the person whom you rport to. You do it very well.
After numerous calls to your 'Customer Service' (???) team, having been put on hold for extended time, to be rolled into The Phillipins, where you confirmed that the Lord & Taylor leadership resides, I am not satisfied with the repsonse. Per your suggestion, I will dispute the charge for the item that I returned but was not given credit for, with my credit card company.
It appears that there are no grown-ups to mind the playground, but if there is a leadership team for the customer service department, they should know that it's not anywhere near satisfactory to call it 'Service Excellence'.
There must be someone that you report to. Please forward this correspondence to them, and ask them to contact me.
I've been a customer at Lord & Taylor for over 40 years, my mother before that. A few months ago the company's website started rejecting my credit card. I checked with my bank and there is no issue. After repeated phone calls, I was told I was blocked by their website because of a charge back and to contact my bank. My bank has no idea why. Lord and Taylor can't tell. A promised phone call within 30 minutes never came. Obviously this company no longer wants my business.
I Need A Return Label
1)returns with cash receipt require to show an id?
That would be outrageous, don't you think?
2) Lord & Taylor card Accounts opened way back many years ago, require to provide SS & Date of birth? Outrageous, again.Just because Capital Bank, now, wants it? How about before, none of the banks Lord and Taylor used requested it. Don't you realize how much id theft is going on that companies cannot handle? I would like an answer from the most higher up. Thanks
This is not a comment but a complaint, I purchased a pair of shoes on 7/14/2017 rom your Trumbull CT. The shoe fits terrible I wore the shoe to a wedding but wasn't there a hour with the shoe on and had to leave to change my shoe, so the Mgr. said I couldn't return them because of that but how would I know how they fit after half hour of wear? Please contact me Brenda Jernigan Thank you for your time and consideration in advance.
jacques is a nasty arrogant lazy spiteful employee who works in the Garden City women's shoe department. Trey and other employees in that department should be fired for their arrogant behavior. Not helpful and nasty. The store is going downhill because they are hiring low life kids
I see Lord n Taylor going down the drain. I called customer service to ask about technical support since your website for Lord n Taylor.com will not update my profile. I was told you have no technical support. If was a chore to understand your representative because her English is so poor. Then I called 3 stores regarding sales tax on clothing being sent to non sales tax states. All 3 stores customer service people were totally clueless. What a pity! Your stores are obviously on their way down the drain following Strawbridges, Macys, etc. Who wants to be botheted with reps who barely speak English and know nothing. Maybe bringing the business back to the USA may keep you in business. Perhaps you want to fold. I will just go to another business.
They cancelled my order twice without telling me the reason. It took forever to argue with them on the phone. It was a Valentine's gift and because of their worst customer service, I do not have a gift for my girlfriend this year.
The worst shopping experience ever!!!
I am happy to say I had a wonderful experience at the Lord and Taylor in Novi, Michigan. I purchased a watch for a family member, and I received wonderful customer service. Please note that Lord and Taylor employee Parisa Monavvari treated me well, and see went out of her way to assist me. Because of her excellent customer service, I will always come to Lord and Taylor to do my shopping. I mentioned her customer service to her supervisor, but I also want to let corporate headquarters know about Parisa.
Today it took my daughter & I 40 minutes to return 2 items, both of which were well within the return policy time frame.
Both items were unused, tags on and we had the receipt for both items. Both items purchased with cash.
Erika, the Manager at Trumbull Westfield Mall & her employees warranted my displeasure enough that I felt the need to write.
I handed Erika the receipt for the scarf my husband purchased & the first thing she asks, while staring at the receipt, is how did I pay. I politely say it indicates payment on the receipt as cash. She tells me, okay, I'll give you store credit. The scarf was purchased 12/14/16 & todays date is 1/18/17, clearly not past the 90 days expiration. I replied, no thank you, I would prefer how we paid, cash. To which she locks up her register (poor customers behind me had no clue what was happening) & proceed to walk across the store to men's department to get my $27.35. Also, since I had the receipt, item was in perfect condition with the tag on, I was baffled as to why I had to dig out my license...& all for a $27.35 return.
Then at the Bobbi Brown counter we again handed our receipt for an unused item that was purchased 12/14/16 & are received with a look of annoynace from the salesgirl who proceeded to ask twice if items were used as she inspected them. My daughter & I politely reiterate that no, she is returning the $103.50 Bobbi Brown make-up set because her dad purchased it as a Christmas present & she did not want it. We were again told we'd have to follow not 1, but 2 Bobbi Brown/Lord & Taylor's associates over to first one register & then over to shoes. (Meanwhile their counter has no salesgirls to help potential customer's because they both apparently need to do the return).
This is where it gets almost comical if our time wasn't important to us. The annoyed salesgirl, wish I got her name, tells us that since the original receipt, through no fault of our own, somehow printed out the receipt with part of the whole left side missing, we couldn't return it. Her reason?, we didn't have a receipt!!!? A receipt she was holding & staring at. When we said we DO have the receipt she mumbled something about since the "old register" messed up the receipt, she could refund the money, but is deducting $20.00 because we'd have to take the lowest price they last sold the item for. Crazy? Yes, it is. My daughter politely shook her head & said, "no, it is not our fault the salesgirl didn't look at the receipt at time of purchase or that you can't punch in the sku number to find what is obviously the item that came from this store & it's wouldn't be fair for her dad to lose $20.00 for no reason"
So after both these salegirls failed to help us we asked for a manager. The manager, again Erika, took us to a 4th (!) register in cosmetics with the original associate tailing behind & then we finished our long, drawn out, transaction.
I calmly told Erika ( I was not calm inside, I was baffled, frustrated & annoyed) that it shouldn't be this hard, 40 minutes!, to return 2 items & the whole going from register to register. I am still recovering from a hysterectomy & the back & forth seemed very unnecessary.
But the absolute worse experience out of all of this, and the reason I'm writing this, NO apology, no explanations as to why this took such a chunk of our day. They all acted as if us returning 2 items was bothering them.. 1:00 on a slow Wednesday after all the rush of holidays. The store was not at all busy.
My sweet, hardworking husband buys my daughter & myself Bobbi Brown cosmetics/gift sets every single Christmas. Spending well over $200.00. Not this year, we will go to Sephora which is exactly where we went after leaving Lord & Taylor to purchase the 1 eye shadow my daughter wanted. No need to take our annoyance out on Bobbi Brown due to Lord & Taylor's policies.
Also, Erika, if you are the manager you should make sure your customer in the store you are representing leaves happy. Especially to 2 customers that were patient, polite, & not at all offensive to you in any way. I even tried telling you I was dissatisfied, but when you ignored me & went to the register as I was still talking, I realized you couldn't care less.
In case anyone in the higher up change cares, that's my review of today's shopping experience. Thank you.
I ordered two identical handbags in November that I intended to give as gifts. I did not like the bag. It was small and poorly made--looked like Walmart quality. Because they arrived in two separate packages with two separate return labels, I returned them separately, mailing both packages at the same time and the same place. I only got credit for one return, and now I am getting the runaround with customer service. I have made 4 phone calls and sent one email. I got no response to the email and have spent hours on hold only to get no help or to be cut off. I just spent another hour on the phone while someone FINALLY confirmed that they did, indeed, receive both of my returns. I now at least have a case number to refer to if the money does not show up in my bank account. Of course, I still lost the shipping money on both packages, which sucks. At Nordstrom, shipping and returns are always free. This would never happen at Nordstrom, king of customer service, and I will never shop at Lord & Taylor again.
On Nov 27, 2016 I purchased a pair of shoes from Lord and Taylor. When the (expensive) shoes arrived, the wrapping inside the box was wrinkled and I soon found that one of the shoe's stitching was ripped. I contacted customer service and was given a prepaid label to return the shoes. Since this purchase was a gift, I had to reorder another pair of shoes in order to get them on time by resubmitting my payment after happily being given a 10% discount. The second pair of shoes arrived in time, and my credit card now with 2 charges for one pair of shoes. The returned shoes arrived at L&T on Dec 14. On Dec 21 I called to see when I would receive a credit and after waiting approximately 30 min I was told not to worry, that I would reeieve the refund on Dec 23. I called again on Dec 26 and spoke at some length with Beyonce who told me not to worry, that refunds are processed in 5-8 business days and I should receive it on Dec 27. Today, on Dec 27 I still had not received a refund and so called again and spoke with Alvin. This customer rep told me not to worry, that refunds would take 15 business days and so I should expect the refund on Jan 2 or Jan 3. I then requested to speak with a supervisor. Alvin put me on hold and after waiting 15, came back to say that a supervisor was not available. This call with Alvin lasted 26 min in total. Apparently L&T customer service reps have no idea when refunds are credited to an account and merely make statements to get off the phone and on to the next call. My only thought is that these poor workers in the Philippines are only trying to do their jobs but the real problem is poor training and a pitiful accounting department that is no hurry to make credit adjustments, possible so that year end sales look higher than they really are.
I have never experienced such poor customer service at any department store. I have spent over 4 hours on the phone trying to get in touch with the correct person to unfreeze a gift card and I get passed along from employee to employee until I get hung up on or told to leave a voicemail. My online purchase never went through but still incorrectly took away money from my gift card and it has now been months that I have not been able to use my gift card. Local and corporate offices are both unhelpful.
Do not ever order a virtual gift card from Lord and Taylor. Customer service is horrific.
Nov 28 I ordered a Christmas gift for my grandson. I called today, the 14th, and was on hold for over thirty minutes only to be told they had no record of my order even though I gave them a reference number I obtained from PayPal account. Thoroughly disgusted, I hung up and spent hours searching out all information on my order. After locating, order number, item number, and tracking info, it states it was returned! NO notification to me and now I have no gift for my grandson for this Saturday. I decided to call customer again with all of my information to see if they could overnight it. After being on hold for over 2 HOURS, I get cut off! I do NOT EVER intend to do business with this company again!
Just visited the L&T store in Danbury shopping for Joy Perfume as a Christmas gift. Advertising pointed me to L&T only to be told that it in not carried N stock & to order it on line. After driving a fair distance I'm disappointed & frankly very annoyed at the advertising. It won't happen again.
I always shop at Lord & Taylor store in NYC. on 04/30/2016 at the Charity event, I decided to participate in this event...and it was great. Great experience at the Clarins products the sales person was great... I just went to buy make-up and I ended buying a lot!! I gave charity and I received many things..clarins' gift, flowers, Yankee tickets...and good discount!! This is what we call Give to Receive... and this case it was a good event for the Habitat for Hummanity.
Last Thursday, 8/20, I was shopping with a friend at Lord and Taylor in West Farms Mall in Farmington, CT. We wandered into the shoe department where Stephen Michelsson was so very helpful and patient as we requested the mate to pair of shoes that were on sale. Not only was he helpful but when we discovered that I had not used my Lord and Taylor charge card, he set me up with a new card and made sure that I got the coupon discount on the shoes that I was buying.
He was cheerful and resourceful, and I want to give him "props" for his great public relations with this customer and her friend. I will definitely shop there again and hope Stephen is there.
I shopped at Lord & Taylor in Manhasset, Long Island yesterday and had a wonderful sales woman, Diana. She was extremely helpful, and made my shopping a very pleasant experience. I have only been in that store a few times but definitely look forward to going back soon because of this experience.
Faith Restored! I have been a long time L&T customer. The excellent service I was use to has diminished in recent years to the point where I have had bad experiences with staff and the store management not being helpful and in some cases ...rude and/or non-responsive. I am delighted to report that a woman by the name of Tanesha who works in Store #3 in the Woman's Department has given me hope that the L&T brand of outstanding customer service may still exist. I was searching for two items and within minutes she located them for me and processed my order. To L&T corporate...you may want to hire more associates and managers like Tanesha if you want to keep long time customers happy and returning. Thanks for your help Tanesha!
I just wanted to reach out to let you know the experiences I have had visiting and shopping in Lord and Taylor Westfarms Mall, Ct. I often shop in the Fashion Jewelry Department and there is a Sales Associate by the name of Eliza I just wanted to say she is one of the most helpful and pleasant person you ever wanted to work with, I always look forward to working with her when I am shopping, she is a great asset to you Lord and Taylor!. Thanks,
I ordered black chiffon slim leg pants for a wedding. I tried them on once at home with a twinset that had a thread of gold throughout. I noted some glitter particles on the pants when I took them right off. I brushed them off with my hand, then also went and got a lint brush and cleaned the pants. I sent the pants back for a refund as they were a little tight, and very static-y. I just received a box back from them with those same pants in it saying they refused to give me a refund ($76.00) because the pants were "soiled"
I sent them an email about this and they just gave me the "generic response" polite nothing reply with a phone number to call. I told them I would Never shop from them again and will burn the pants or put in goodwill before I will ever wear them. VERY POOR SERVICE. Any other store has accepted my returns. Macys, Bonton. I can't say enough good things about........
I wish to compliment the services from Lord & Taylor in Syracuse, NY.
I had purchased a gift card for a colleague. Unfortunately, she lost the gift card and asked if there was a way to track and replace the gift.
I contacted Joanne Gabriel at the L&T store at Destiny Mall for help. Joanne was very gracious, knowledgeable, and communicated with me throughout the process. I was delighted when she confirmed that L&T was able to replace the card.
Many thanks to Lord & Taylor and Joanne.
I tried calling the customer service number but could not get past a product endorsement. When I did not accept the purchase offer, I was cut off. It would be nice if one could reach a human being on a phone call without having to be slammed with a purchase offer and then being cut off if you don't go along with it.
I merely wanted to give praise to employees of the Lakeforest Lord & Taylor store in Gaithersburg, MD. My 95-year-old mother-in-law and I were shopping at the mall two weekends ago and decided to see if we could find what we wanted at Lord & Taylor before giving up and going home. We had excellent service from every sales associate we encountered, from the moment we walked through the door by the cosmetics counter until we left with our purchases. The sales associate in the lingerie department was exceptionally helpful and extremely pleasant, which made the experience wonderful in light of the fact that we could not find what we wanted at the other mall stores--nor could we find sales associates without going on a hunting expedition! Lord & Taylor was such a contrast, and I wanted to let someone know about our experience.
Some days earlier, my husband also experienced the same situation when he was at Lord & Taylor, and so we feel that the employees at this particular store should be commended for being so outstanding in their availability and their pleasant, helpful approach to customer service.
Congratulations on the wonderful selection of coats and wraps that you have out for this Winter Season. Thank you for responding to my Letter of Non-Service Complaint dated September 11, 2013 from the White Flint Mall, Rockville, MD Store. I shop at Lord & Taylor very frequently and have for the past 15 years, so I was quiet upset with the horrible disrespect of non-service that I received during my last visit that words cannot truly express how I felt during that visit. I purchased some items on the 1st floor but could not get assistance yet all of the other shoppers around me was receiving service. I went to the upper level and the same thing happened. I returned my purchase and hobbled out of the store (On my one crutch).
In your letter of response, the Regional Manger did contact me via telephone. She informed me that she was sorry and inquired who the Associates that did not perform the service were. I informed her that it is on the receipt that I attached to the letter to corporate. She then informed me that she will chat with those two Associates and there was no follow-up with me.
This prompted me to want to contact Corporate of these procedures and how unfair as a Consumer it was to me. After praying about this, I went to the store and was able to speak with Manager Ms. Jackie who apologized profusely for those incidents and went to her Manager to see what else could be done. She returned with another Manager Ms. Karen who also apologized and they presented me with a $25 Gift Card. Any time something like this or similar please contact a Manager to rectify it right then is what they said to me.
Although I did not purchase my Wrap, Thank You Ms. Jackie & Ms. Karen for Wrapping your Compassion and Customer Concern around me! Being a young black handicapped female, I am so appreciative for the level of Customer Service that I received. This was what I was accustomed to receiving while shopping at Lord & Taylor. Kudos to Ms. Jackie/Ms. Karen once again!
I Would Like To Take The Time Out To Tell You What A Great Sale Person You Have In Your Victor, Ny Store Her Name Is Sharon Condon She Works In Fragrants, She Was The Best I Ended Up Spending Over 200.00 And So Did My Sister
This Sale Lady Should Be Commended For Her Out
Standing Sale Skill, We Will Never Shop Any Where Else... Thank You Lord And Taylor...
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