Lord & Taylor Customer Service Issues

Hello, I returned four dresses to the Danbury, CT store on 11/25 (order # [redacted]) for a refund of $[redacted].29. Due to the register issue, the return was sent to Pottsville, PA for processing with FedEx tracking number #[redacted]02 on 11/27. Despite contacting customer service multiple times, the refund was not processed to my credit card. An expedited ticket #[redacted] was created on 12/17, promising the refund within 3-5 business days. By 12/24, the refund had not reflected on my credit card, causing me to incur interest charges. As of today, 12/27, the refund is still pending. Thank you, L. D. [redacted] [redacted]

Dear Lord and Taylor, I understand that this time of year is busy, but waiting four days to cancel an order is unacceptable. The lack of a reason and insincere apology are disappointing. Not everyone can afford a $[redacted] suit, and finding a good deal is important. I could have found other deals in the past four days. Please consider stating reasons for cancellations and offering genuine apologies in the future. This experience has been frustrating. Best regards, M. Sanders P.S. After rechecking the link, I noticed my size (38 short) is still in stock, but my order was canceled to charge me an extra $50. Is this a joke to you?

I placed an order for a Sonatina diamond ring, size 8, on Sunday night and used my Lord and Taylor credit card for payment. Shortly after placing the order, I got an email confirming the order was being processed and expected delivery by June 3, [redacted]. However, on Tuesday, I received another email stating the order was canceled. I contacted customer service, and they mentioned the security team needed to ask me some questions but didn't reach out. I provided my contact details and availability but no one contacted me. I replied to the email inquiring about the cancellation but haven't received any response. I find this situation unusual and frustrating as I've always maintained my account and paid bills on time. I am disappointed with the lack of communication and transparency in this process.

I placed an order tonight with Order # [redacted]. I have attempted to contact a customer service representative multiple times tonight and was disconnected more than once, despite your website stating customer service is available until 12am and 2am. When I tried to use promotional code [redacted] for a $10 reward, it was rejected, claiming it had already been used when it hadn't. Not being able to resolve this with a real person is extremely disappointing. I am appalled by this experience. Your company's handling of rewards is unfair, and taking back a reward that wasn't used feels fraudulent. You can cancel my order and keep the $10 reward. I have been a loyal customer for years, and this treatment is unacceptable.

I recently returned some items for my daughter. I requested a packing slip, but one box did not have it. The representative advised me to send it anyway. Upon following up on the refund two weeks ago, I was informed that the process might take longer due to the missing packing slip. I was told to call back if the refund was not completed by Oct. 1st. Today, Oct. 2nd, I reached out and was informed that some refunds were issued to my daughter, but we are owed approximately $[redacted] for the items sent without the packing slip. It is crucial to resolve this quickly, as this sum is significant for a single mother who is juggling work and school.

I bought a Tuxedo at the Woodbridge Store, which is closing down. It was 40% off. I needed shoes and a dress shirt, so I headed to Westfield. There, I noticed the same suit was now 60% off. I returned to the Woodbridge Store later that day, and it was still only 40% off. The suit I purchased was separates. Could I please request an adjustment? I have been a loyal customer for years, and my account is in good standing.

Today I visited the Lord and Taylor store at Dulles Town Center in Sterling, Virginia. While shopping for a gift for my girlfriend in the women's clothing department, I encountered a sales clerk named Shahnaz (Associate # [redacted]) who was unwelcoming and unfriendly throughout my interaction. She did not greet me or smile, and I had to initiate the payment process. When it came time to sign the credit card receipt, she was brusque and did not use polite language. Additionally, she initially refused to provide a gift box with my purchase, claiming they were out of stock. However, another sales clerk was able to find one for me. This experience left me feeling dissatisfied with the service at the store. Thank you.

I bought a Cole Haan coat from Lorde and Taylor at Tyson's Corner, VA, at the end of November for around $[redacted] (originally $[redacted]). As the store is closing permanently, they stated no returns were possible. Unfortunately, within two weeks of wearing it, the lining started tearing along all the seams. A clothing repair shop quoted $[redacted] to fix it. I am looking to either return the coat for a full refund or receive a $[redacted] credit back to the card used for the purchase.

I've been attempting to make a new purchase, enduring extended and repeated hold times with no success. Each time I try to click "PLACE ORDER" on the website, I'm met with an error message stating that my payment cannot be processed despite accurate information entered. I was also notified that my $50 eGift card has been used. I urgently need to speak with a representative, as there seems to be an issue that needs to be resolved promptly. Thank you.

I contacted L&T customer service this morning but found out they were closed after 8pm last night. My daughter tried to reach them for 3 days, being on hold for over an hour each time, only to have the call go silent. She wanted to return an item bought online on 6/10 due to Covid. However, L&T changed their return policy in April without notifying her. Despite shopping there before in-store and online, she couldn't return the item. I called for her and encountered the same hold music issue. After speaking with the associate JR, who refused to make an exception or let me speak with a supervisor, I felt frustrated. He mentioned it was my first order in the profile, which I explained wasn't mine but my daughter's, urging him to send the return label to her email. Disappointed by the lack of customer service, I might take my business elsewhere to stores like Bloomingdales, Nordstrom's, or Macy's.

I made online purchases from Lord & Taylor in early March and on April 28th. Due to being in a high-risk category, I quarantined since March 14th and could only attempt returns on July 6th. The return system rejected them citing the policy. While other stores extended return policies due to COVID-19, L&T did not. I contacted customer service but found them unhelpful, especially after being disconnected while on hold. Despite multiple emails, I received no satisfactory response regarding the late returns. No accommodations were made for the exceptional circumstances of the pandemic and my high-risk status. Even though I shop frequently at L&T, their customer service from the Philippines has been lacking, promising callbacks that never materialize. A store credit would suffice; I just wish to return the items promptly.

I am feeling extremely frustrated. I had been anticipating the opening of your store in NJ all week so I could process a return with the return slip I printed for my orders (#[redacted] and #[redacted]). When I arrived, I was informed that I couldn't return the items in-store, but had to do it online instead. However, I am encountering difficulties when trying to switch from an in-store return to a mail return on the website. I have been on hold on the phone for a total of 3 hours (1 hour per call) without speaking to a representative. Could you please assist me by sending a package label via email? Also, I was informed at the store that I can combine the returns for both orders into one box. Can you confirm if this information is accurate?

On July 1, [redacted], I placed an order with Lord & Taylor over the phone for five items. Four of the items were delivered, but one was out of stock, for which I received a Merchandise Credit. However, when I tried to use the credit for a new order, it was denied, claiming it had already been used. Despite multiple attempts to contact customer service on different days and times, with wait times exceeding 30 minutes, the calls always got cut off before speaking with a representative. I need assistance in resolving this issue with using my due Merchandise Credit at Lord & Taylor. Thank you, Grace G.

I've been attempting to obtain a return label for three days without success. Despite entering my order number and zip code online to initiate the return process, I received a message stating there was no order associated with the information I provided initially. I then tried contacting customer service through chat and GetHuman, but did not receive a response for about five hours, which did not address my issue. Currently, I have been waiting on hold with the customer service helpline for approximately 20 minutes, hearing only repeated hold messages without an estimated wait time. Trying to process the return has consumed a significant amount of time, and I am unsure how to proceed with the returns process.

Order #[redacted]9 I placed this order on 6/[redacted], and the merchandise was delivered in early July. Upon ordering, I received three emails: one confirming the order, the next providing an estimated delivery time, and the final one stating the package was delivered. Upon receiving the items, I discovered none of them were the correct fit. After a few weeks of dealing with a back issue, I visited the Stamford Lord and Taylor to return the items. Unfortunately, I was informed that the return date had passed and they could not be returned. Despite reviewing the emails, I found no mention of this return policy. When choosing items on the website, there was no clear indication of the limited return time frame, which led to me assuming I could return the items. I am disappointed in the customer service response I received and would like to request an exception due to the misleading information on the website. I feel let down by the handling of this situation and hope for a resolution to return the items. Thank you for your attention to this matter. -Kathryn S.

I am inquiring about a missing item from my online order #[redacted]5. I contacted Customer Service on July 2nd and was given reference #[redacted]. Despite numerous follow-up calls over the past two months, I have been repeatedly informed that the issue is still "in progress" and needs 1 to 5 more days for resolution, which has now stretched to almost two months. I am disappointed by this delay and request immediate attention to this matter. The missing item is a Miraclesuit, style Sublime Feline Dazzle Tankini (bathing suit top), size 10, ordered on June 25, [redacted]. I am seeking a refund of $78.00 plus tax to be credited back to my original payment method, a Visa charge card. Thank you for your prompt assistance. Regards, R.M.

I am experiencing difficulty placing an online order using a gift card. Despite trying to enter my email, the system states it is already in use. Initially, I added lipstick and a Uno did 50 bracelet to my cart, then removed the lipstick. The revised total should reflect approximately $73.00, considering the gift card applied at checkout. Surprisingly, the total now shows $[redacted].00. I attempted to use my L&T credit card, but faced issues due to the email error. After a frustrating phone call to L&T lasting 44 minutes, with no resolution, I couldn't reach the jewelry department either. I wanted to check if the Braintree store could assist with my order, but couldn't connect. I have screenshots demonstrating the gift card applied, yet I couldn't finalize the purchase. Seeking guidance. Thank you, Sheryl M.

I generated a return slip for order #[redacted]. During the return process, I could choose between returning to my local store or shipping it. I chose to save costs and selected the local store option. However, upon reaching the store, I was informed they are not accepting returns in person, directing me to ship it instead. Returning home, I attempted to change to a shipping return online but was unable to do so. Despite contacting customer service, I have yet to find a solution. Kindly issue a shipping return label for my order or suggest the best course of action for the return. Thank you, Karinna.

During the pandemic, I made an online purchase and wanted to return it in-store, assuming they would accept it post-Covid. However, when I tried to return it, I was directed to mail it back with a promise of free shipping. After attempting to return it online, I was informed that I had exceeded the return window. Despite mailing a letter, the warehouse refused the return. After contacting customer service, they issued a $20 e-gift card as compensation, which I tried to use in-store but couldn't due to the store closing. After being advised to use it online, both the e-gift card and my credit card were not accepted. Ultimately, I had to pay for shipping to use the e-gift card, feeling disappointed by the unsatisfactory resolution to the multiple issues I faced.

Regarding Complaint #[redacted] submitted on 09/21, I was advised to allow 10-14 business days for resolution. As this timeframe has passed, I wish to address the issue with Order #[redacted]. The Khiel's cream for $49.50 was missing from the package. The parcel was not left in my package room but outside my apartment building where the building management later retrieved it. It arrived damaged and opened. Building management mentioned issues with carriers' delivery practices. I did receive the second item in the package, Purity valued at $22.50. Could I please request a refund or a replacement for the missing Khiel's product? Additionally, I have been on hold for 2 hours and 19 minutes, almost as long as my initial inquiry on 09/21. Thank you.