I called L&T customer service this morning, after trying last night after *pm to find o...

GetHuman-krinaldi's Complaint issue with Lord & Taylor from July 2020

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The issue in GetHuman-krinaldi's own words
I called L&T customer service this morning, after trying last night after *pm to find out they were already closed. My daughter had tried for the past * days to get through and was on hold for over an hour each time and the hold music would end and there would just be silence on the other end of the line. She would continue to wait, but no one would pick up to help. *She was trying to return an item purchased on **** online (obviously due to Covid) and found out that L&T changed their return policy in April during the pandemic. Nowhere on her packing slip does it mention the policy, she’s shopped in the store and online before (through my profile) and it would not allow her to do so. She had purchased something for herself and something for me- for my birthday, the same item in two different sizes. She wanted to see if they’d make an exception and let her return it as she just missed the new deadline that she had no idea about, especially since it was on my credit card. I made the call. I was at work. I had the same thing happen to me with hold music. I hung up after it went dead. I called again. The associate JR I spoke with told me that there would be no exceptions and that the answer was final. I asked to speak with a supervisor. He told me no. I repeatedly asked to speak with one. He told me that the answer would still be no. He told me that they are being told that it doesn’t matter who we ask to speak with that this is the answer. He was rude, and told me he could give me the return label, but not to get my hopes up that they would accept it. Then he had the nerve to say to me that this was my first order in the profile. I once again explained to him that like I said, this was my daughter, a college student, whom should not be shopping, bought me a gift so did not use my profile used her own. I asked if he was discriminating against her and would have made an exception on the return if she was a more frequent shopper with L&T?? I then told him what he has said to me that this call was being recorded!! I told him to please, please go ahead and send my daughter that return label to the email she has on file in her profile. I am not happy with them one bit. You call this customer service? I’ll take my business to Bloomingdales, Nordstrom’s & Macy’s if this is how they treat their customers. I can give you her order number if you need it. The order was placed on *******. ********** Caitlin Rinaldi The item is a Nvy dip shth drs size large that we’d like to return it was $**.** not sure which UPC number it is. The size isn’t showing on the summary. Thank you!!

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Lord & Taylor

Complaint issue
Reported by GetHuman-krinaldi
Jul 15th, 2020 - 9 months ago
Not resolved
Seen by 2 customers so far
Similar issue to 158 others
0 customers following this

Timeline

GetHuman-krinaldi started working on this issue
Jul 15th, 2020 5:34pm

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