Lord & Taylor Customer Service Issues

Today, on 10/18/[redacted] around 3pm, I visited the Lord and Taylor store in Schaumburg, IL. I had a screenshot of a Diamond and 14k Yellow Gold wave Ring priced at $[redacted].60 that I wanted to purchase. I showed the ring to a woman, but she claimed the price was over $[redacted]. Despite showing her the online price, she insisted it was wrong and took the ring away. When I tried to buy it online, it was listed as sold out. Requesting to speak to the manager, the employee, who identified herself as the manager, denied this. I was disappointed by the handling of the situation and not being able to seek clarification on the pricing discrepancy. I am still interested in purchasing the ring based on the screenshot I have.

On November 15th, I went to your Massachusetts store. First, the associate, Anita, did not give me my change back and then she made me feel uncomfortable by insinuating I was a shoplifter when I was considering purchasing more items. She asked repeatedly if I wanted the product or if I was going to leave it with her. To top it off, as I was leaving, she yelled for help, which was very embarrassing. My husband and I were shocked, so I left the product and exited the store. This was my first and last visit there. I tried calling customer service for three days, waiting for over an hour each time, with no answer. Even when I tried the call-back option, they hung up on me. This poor experience makes me hesitant to return and I just want my change refunded.

I made two online orders at Lord & Taylor during their recent liquidation sales and encountered issues with both. In one order, I received the wrong size ring and in another, I received the incorrect item altogether. Despite reaching out to customer service several times since Nov. 4, particularly speaking with a representative named Venus Nepomuceno on Nov. 11, the problems remain unresolved. I provided the necessary details and followed up but have not received a response. I am looking for either the correct ring in size 7 or a full refund on my Amex card for $[redacted].24. As for the missing sweater, I have contacted customer service via GetHuman and hope to receive a refund of $43.80 on my Mastercard/debit card once the issue is addressed.

My late brother, Frank Starace, served at the Lord and Taylor Eastchester NY location for almost 29 years. Unfortunately, he recently passed away on November 8, [redacted], leaving me, his sister and only surviving family member, responsible for handling his affairs. Frank had a life insurance policy through Lord and Taylor, with myself listed as the sole beneficiary. I am seeking assistance in accessing details regarding this matter. Any guidance you can provide would be greatly appreciated. I eagerly await your response. Thank you. Giovina Starace

I ordered the Karen Kane Botanical Print Tie Front Top, but instead received someone's eye shadow. I spoke with someone named Irish, who promised to refund the amount to my debit card, but it has not been done yet. Additionally, the email provided turned out to be fake. I'm requesting a refund of $54.00 for this mix-up. It has been frustrating trying to reach out via phone without success, often waiting for over an hour only to get disconnected. I have been a loyal customer of Lord and Taylor for many years and it's disheartening to see them go. I appreciate your attention to this issue. Thank you. - Michelle M.

I have contacted customer service twice regarding my order issue. The first time was in November, and the second time in December. I ordered two pants, but only received one. The first response mentioned a two-week investigation period for a refund, but I never received an update. Despite following up via email, I did not hear back. The second email also went unanswered. As a college student on a budget, these pants were for work; I need my money refunded. I have attempted to call several times over the last month and a half, but the system was always offline despite calling during business hours.

I've been waiting on claim number [redacted] for about a month and a half now. When I last called, I was informed that it hasn't been 14 business days yet. I have a screenshot showing an issue with processing the order. I tried placing the order again as the message suggested, unaware that the original order might have already gone through. Lord and Taylor hasn't sent me any emails as promised within the 14-day period. The phone service is currently not available, and I couldn't reach anyone in the three stores I tried contacting. Any assistance in resolving this issue would be greatly appreciated.

My mom purchased a gift card online for $[redacted].53, which should be worth $[redacted]. She received confirmation of the order with an order number on October 22, [redacted]. Despite this, she has not received the delivery. I have been advocating for her by calling the gift card hotline and contacting Lord & Taylor customer service, but we have not received any helpful responses. We even visited the Lord & Taylor store in Manhasset. The order number is [redacted], and the email claims delivery on Nov. 05, [redacted], to Elizabeth E. Lavali in Jamaica, N.Y. [redacted]. We contacted FedEx, and they mentioned a discrepancy in the mailing address. We are based in Jamaica, Queens, N.Y., not Pottsville, Pennsylvania. Please assist us with this issue. Sincerely, Ms. Hawah E. Lavali (daughter) Ms. Elizabeth E. Lavali (Mom) December 23, [redacted] ([redacted])-[redacted] (daughter) ([redacted])-[redacted] (mom) Email: [redacted] Email: [redacted]

Subject: Issue with Overcharged Transactions - Case Number [redacted]4 Dear Customer Service Team, I hope this message finds you well. I am reaching out to follow up on my previous email concerning case number [redacted]4. Upon reviewing my bank statement, I have discovered multiple occasions where Lord & Taylor has overcharged me for my recent online purchases. Additionally, there appears to be a duplicate item sent to me. The initial purchase on November 21 at 5:45 pm totaled $[redacted].66, and the items have been received. However, subsequent charges occurred on the same day at 7:27 pm for $[redacted].04, followed by charges of $51.60 and $39.60 at 11:45 pm. These last three transactions are incorrect and require immediate reversal. Please ensure my credit card is credited for the total amount of $[redacted].24 promptly. I am disappointed by the lack of response from Lord & Taylor and the inconvenience caused by these errors. I kindly request your urgent attention and response to rectify this matter. Sincerely, Dr. Mahshid Salehi

My name is Ilya Starr, and I've been a professional retail manager since [redacted]. On February 2nd at around 12:30 noon, my wife and I visited the Stamford store, a place we've shopped at for years since its opening. She picked out 9 kids' clothing items for our granddaughter, but one piece, a little sweater, was missing a price tag. When I asked the store manager, Rebecca, to help or find a similar item, she refused and even brought an expensive jacket instead. The situation escalated when I pointed out similar sweaters on the floor. Rebecca got upset and complained about me to a young, aggressive male employee who approached me rudely and threatened to forcibly remove me from the store, showing no regard for customer service. Feeling intimidated, I left without the items we wanted to purchase. This behavior was completely unprofessional and unacceptable. I'm deeply disappointed by this experience, especially in a store where we've been loyal customers for so long. It's disheartening to see such poor customer service in what used to be a great establishment. I may have to share this unfortunate incident with the local newspapers. Sincerely, Ilya Starr

My name is Ilya Starr, and I work as a professional retail manager. On the second of February around noon, my wife and I visited the Stamford store, where we have been loyal customers for many years. While my wife was selecting several children's clothing items for our granddaughter, we encountered an issue with a sweater that had no price tag. I politely asked the manager, Rebecca, for assistance in pricing the item or finding a similar one, but she unreasonably refused to help and even attempted to charge me for an expensive jacket instead. When I expressed my dissatisfaction, Rebecca involved another staff member, described as a tall, skinny bald man, who behaved aggressively and threatened to remove me from the store. Feeling intimidated and mistreated, I considered involving the authorities but decided to leave at my wife's suggestion. This experience was completely unacceptable and unprofessional, especially in a store we have previously enjoyed shopping in. I am seeking an apology from a representative of Lord and Taylor and wish to purchase all the items my wife had selected. Thank you for your attention to this matter. Respectfully, Ilya S.

I bought a dress from LORD and Taylor online in October. Unfortunately, the dress arrived with holes and pulls, clearly worn and torn. I have been in touch with customer service, followed their instructions by taking photos of the issues, and sending them over. On November 3rd, I was assured a refund within two weeks, but that did not happen. Following up, I called and was directed to the store. I spoke with Deborah, who I believe is the manager, most recently on February 26th at LORD and Taylor in Washington DC. Deborah mentioned she would inform her manager, whose name I am unaware of. Despite assurances of receiving a call, I have not heard back. LORD and Taylor has since closed, and I am seeking assistance to get my $[redacted] refunded for the damaged, used dress. Your help is greatly appreciated.

I placed an order for one pair of shoes with order number [redacted]2. However, I see that I have been charged for two pairs. The transaction took place at 5 am this morning, and the funds have already been debited from my account. Due to transportation challenges, returning a pair is difficult for me. I kindly request to be charged for only one pair and to have half of the amount refunded. I am a loyal customer of Lord & Taylor, but this situation is quite frustrating. I have attempted to contact 1-[redacted], but unfortunately, the call does not go through in my area. I only want to be charged for one pair. Thank you.

Hello, my name is Nancy S. I bought a White Casual Blazer from your store on July 10, [redacted]. I found it a bit tight, so I got a larger size on July 14, [redacted], which turned out to be too big. Since I still need a White Blazer, I'm keeping the larger one. I tried to return the tight Blazer, but the website indicated it couldn't be returned due to being a final sale. Despite the webpage not stating it was final sale, a representative eventually offered to create a return label. They initially mentioned sending it via text, then said they sent it to my email. Unfortunately, I didn't receive the label through either medium. I would like to proceed with returning the first Blazer. My order number is #[redacted], and the Purchase Order number is #[redacted]9.

I am currently facing an issue with returning an item I purchased recently. Despite the item not being final sale or on sale, the online website claims it is not eligible for return. My attempts to contact customer service via email and phone have been unsuccessful, with no response received. Additionally, the chat option is also unavailable. This entire experience has been extremely frustrating and disappointing. I am left questioning the reliability and customer service of this company. This has certainly tainted my perception, and I will not be patronizing them in the future.

I have been trying to get in touch with your company without success. The phone numbers provided online seem to be incorrect, leading me to various voicemails. My order from November 29, [redacted], which included five Mock Neck Sweaters for my husband (Order # [redacted]41), arrived with one damaged (Heather Slate) and all five being smaller than expected (not true XL sizes). I have attempted multiple times to obtain a "Pre-Paid Shipping Label" and have also placed a replacement order (Order# [redacted]57). I would appreciate a response from you.

I have not received any responses regarding my order not shipping. My order number is [redacted]52. This is my second attempt to order this dress for a holiday event. I initially ordered two dresses but only received one, as the other was canceled without explanation. Even though the dress I want is still available, I have not been updated on its shipping status despite sending multiple emails. I urgently need this dress for an upcoming event and would like to return the other dress if I can get this one. Please provide information on shipping or clarify why there has been a delay; I re-purchased without a discount code to expedite the process, but there have been no updates.

I placed an order on November 23rd, and all items except for two were delivered. I initially contacted customer service via email and then by text on December 11th. Today, I was informed that the boots were canceled and the bedding set was supposedly delivered, although I have not received either item. I am hopeful that the bedding set is still in stock and can be replaced without asking me to contact UPS and file a claim. It is disappointing to be directed to handle this as a customer. Concerning the boots, I am willing to accept a refund for those.

I am inquiring about the status of my returned item. It has been 16 business days since I shipped it via UPS, and I have not yet received any notification confirming its receipt. The item in question is a pair of 10K yellow gold - OS - yellow gold pearl earrings, associated with customer number [redacted]95. The charge of $[redacted].00 was made to my Visa credit card. The package was sent out on November 27, [redacted], through UPS. As I have not received any confirmation regarding the item's arrival, I am becoming increasingly concerned. Please provide an update on its current status.

I am having issues with an order from Lord & Taylor. They claim my order number and shipping address are wrong, making it hard for me to return the items I received on 1-18-22. It's been impossible to reach their customer service as the line is always busy. I need help with processing the return and having the prepaid mailer sent to a family member's email instead of mine. Other retailers handle these things promptly. I am disappointed with the current state of Lord & Taylor, a store that used to be great.