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Lord and Taylor / bug in web discount program

United States Review updated:
4.6
Lord and Taylor was offering 20% off most of the items on-line. I was happy to order a cashmere sweater and the invoice did indeed take off the 20%. Then I received the confirmation. The 20% was not deducted. I called customer service. The woman was very polite and explained that they'd been having this problem intermittently and she'd notify the powers that be and either I'd get a credit for a gift card. WELL, if you know there's a problem, why don't you fix it? How many other people were hit by this but didn't realize there was a bug. And they might give me the 20% in a gift card?? I don't want a gift card, I want the price they committed to.

To add insult to injury, I called back and asked for a supervisor. After holding for several minutes, I was told the supervisor was unavailable but the rep. left a note on her desk and she would call me back. That never happened. I then sent an email and someone responded saying they were sorry for the error and it should take 3-5 days to correct.

Errors happen. But, if you're going to be in the on-line business, you have to correct bugs when you find them. This smells a little like a scam to me. If you catch the error, we'll refund the money. But, if you don't, buyer beware. I'm disappointed.
Li
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Di
  24th of Mar, 2009
Agree Disagree 0 Votes
Buyer beware! Something is going on at Lord and Taylor, and I believe it is because they are hurting financially..zero good customer service, ambiguous commentary and no action. Case in point: I order many products online, and have NEVER had problems w/any of the retailers, mostly high-end.So, as a first time buyer to L&T, I placed an order online for a dress and shoes;total, $219.34, w/my VISA debit card.First I got an order confirmation online, then, not long afterward, an email saying that L&T cancelled my order;no reason given.I contacted customer dis-service, and 2 women ambiguously stated that both the phone numbers of billing and shipping addresses have to match the card;duh! I have had matching numbers for at least 10 years, and NO OTHER RETAILER EVER BROUGHT THIS UP! I contacted Bank of America, and they concurred w/me;no problem w/my acct or card.I called back L&T and offered a 3 way conversation w/the BANK and they ignored it.Still no resolution, but in the meanwhile, L&T has tied up $215.19 in an authorization hold on my account, and this is around the third day.I sent them an email, disgusted w/their ineptness, and told them I ordered from another retailer instead, and IMMEDIATELY have their people take the hold off my account since they have no business doing this without any order nor confirmation, period. The woman this morning acted lax and had a "could care less" attitude. If that hold doesn't drop SOON, I am filing a complaint aginst them, w/a Better Business Bureau follow-thru. No way to do busi ness, and stupid of them to turn my money away because of some antiquated computer glitch of theirs, not mine. Never again;let them file a Chapter 11!
Bo
  21st of Dec, 2010
Agree Disagree +1 Votes
SOOOOOOOOOOOO MANY COMPLAINTS ABOUT LORD AND TAYLOR AND I WILL BE BOYCOTTING THEM FROM NOW ON!!! This past 2010 XMAS season, the same thing happened to me as reported by Linda. I purchased several items online that were on sale and entered a promo code thta was also being offered. The promo code/discount code was applied and I was asked to submit my order. Once I submitted the order, the confirmation REMOVED the discount. I called a customer sales rep who noted that the promo code could not be combined with certain already sale items and I should have read the disclaimer. When she pointed me to the disclaimer, it was very vague as to what could be combined with what!!! Regardless, I pointed out that if the promo code did not apply, then their website should not have taken the additional discount off in the first place and give the customer ONE total prior to submitting the order and then another total once the order was submitted. This is just WRONG. Any other website, if I put in a promo code that could not be applied to my order, the website would STATE "promo code cannot be applied" and the price of the items WOULD NOT be DIFFERENT before and after submitting the order. I was then told that I could submit an email complaint to see if I could get the price adjusted...and i got an encouraging email stating that they apologize for the issues with their website and will look into issuing a credit for the price that I thought I was paying...a few days later, I got another email stating "we're sorry, nothing we can do for you". Ok, so you would think I learned my lesson, but a few days later I decided to order shoes that I could not find anywhere else in my size..the EXACT same thing happened, prior to submitting the order one price w/ discount...once I hit confirm/place order, the discount went away. I then contact customer service and got the same ole deal I did the last time 'sorry, we were having a problem with our website"..this time, I did take a screen shot of my order BEFORE and AFTER i submitted payment to show them. This time, they were a bit more rude and stated "well, you can return the item if you want"..and I asked them to just cancel since I just placed the order, but they said they couldn't. FINALLY, the LAST STRAW...I went to return the shoes yesterday with my online receipt that stated the shoes were $179.99 + tax + Shipping...yes, that is what I ended up paying for once the promo/discount was removed. HOWEVER, the man at the counter scanned my credit card to process my receipt and said that I would be refunded $150 and I noted that I paid more for the shoes. He stated that I would not get shipping back, BUT the $179.99 on my invoice was the cost of the item and did not include Shipping as I pointed out. He said he couldn't do anything for me and that's what it showed. I came home to look at the screenshot that I took of the online order and the $150 was the price that I THOUGHT I was paying before I submitted the order (with the discount code/promo applied), but $179.99 was what I actually paid when they removed the discount. I verified my bank statement and was indeed charged the $179.99. There is something MAJORLY wrong here..and whatever computer/systems issues they are having seems more like a HOAX and a SCAM to me
Be
  28th of Jul, 2011
Agree Disagree 0 Votes
I'm a customer of Lord & Taylor store for more than 15 years and always was very happy with customer service in Boston store, untill recently (8/13/2010) i had bad expirience for first time. On the end of july, i bought a shirt for my husband and pay for it upstairs on BCBG counter, than i was in rush to leave store, because I had a appoitment.To my way back I saw pretty top on the free people counter( which i like a lot)and decided to buy it without trying it, i went back and pay on the same counter. i've had tried at home and top did't fit well, the same shirt for my husband. I brought back to return and here my problems were begins.The salesperson said she need to cheek with manager, because something not looks right. Manager, his name is Brian McCarthy( from his word) acused me, that I brought back not the same items(receit shows different discription), even price tag show size small, inside of top was labeled size large, label was missing, honestly i haven't pay attention, because, when i tried i saw right away, is not my thing.Manager made me very uncomfortable acused me for wrong doing. I left receit and item on the BCBG counter and ask him to better figured out what happened, before he has a right to acused customer. Maybe some one returned, before i bought it, maybe some employe decided to do some thing wrong?? I have no idea and is not me, who shoud figure out what happened. i don't care if store will not return money on my Lord & Taylor account( only $18 or so $), , but i 'm very angry with the service Brian Mc Carty shows toward me. Please let me know what really happened with my purchase.
Se
  18th of Jun, 2012
Agree Disagree 0 Votes
I believe that Lord and Taylor probably have lots of problems with their payment system. I tried to place one order several times with several different cards -> they all were cancelled. Then my friends tried to do the same - their orders were cancelled too. So, we have different billing addresses, different cards, bank and whatever. The result it the same - all orders were canceled. Their managers tried to tell me that I should contact the bank. But I contacted the bank so many times regarding L&T orders, so it's useless. The bank doesn't see any problems and according to the bank all transactions went through. So, it is Lord and Taylor who cancels I called CS and even their supervisor was not able to solve the problem. I make orders on major online stores almost every day and I have never had any problems with my cards for no reason. And I also know how payment systems work, because Im a tech guy and have my own e-commerce web-site. So I believe there is something wrong with their payments system settings or there are some bugs in how they handle payment information on their web site. I don't believe their system shows so poor and few details that they don't know the reason for cancellation of so many orders. If they want to do successful online business they can't afford to do so bad job.
Ll
  27th of Jun, 2012
Agree Disagree 0 Votes
I ordered CLINIQUE cosmetic on L&T, they charged my money, but cancelled the order, I asked from e-mail when they would return my money, but there is no reply, I think I have to telephone them.
El
  30th of Nov, 2013
Agree Disagree +1 Votes
Lord and Taylor is a scam. They are liars and unprofessional yet have this entire network of customer service staff, their customer service is entirely unhelpful. Online business so bad.
Ko
  1st of Jul, 2014
Agree Disagree +1 Votes
There website never works!!!
De
  3rd of Oct, 2014
Agree Disagree +1 Votes
You have no idea the frustration of trying to place an online order for L&T. Every time I try to place an order it claims "There is an issue placing this order." I tried twice more, checked my bank account and saw that I had been charged THREE TIMES for an order never placed.


Called to get answers and was treated terribly by customer service. Just awful.
Yo
  30th of Oct, 2014
Agree Disagree +1 Votes
placed an order 4 days back and it didnt shipped yet.. called customer care today and they were rude at their reply. kept in hold for nearly 10minutes, later another lady called and said there was some security check pending and asked me address verification. why cant they do it on day 1?? and online chat is another disappointment by not providing a resolution to my issue. will never ever place an order from this store.
Ev
  8th of Jan, 2015
Agree Disagree 0 Votes
Yep - It seems tho Lord and Taylor website is ###. Tons of problems and they state to call - Ok I call - How long do you have to wait-30 minutes?? The CFO needs to FIRE all those responsible for the website not working correctly and all those at the call center. Period!
Jp
  9th of Jan, 2015
Agree Disagree +2 Votes
Worst commerce retail site EVER. I found multiple items listed in stock on sale & in my size- ugg boots, hunter rain boots, fragrance, a blouse... Perfect! not so fast, I go to check out and proceed to fill out each and every billing & shipping detail, plus enter the credit card info. next, I'm prompted to hit "review order" and it tells me at that point there is "insufficient inventory" of every single item in my cart!!! Really??? Because any other website would just list the sizes, colors, etc. as out of stock from the get go. Is that too much to ask????? What a waste of time! I would never shop the L&T website again!
Cm
  6th of Mar, 2016
Agree Disagree +2 Votes
I guess I can officially join the complaint board for Lord and Taylor. Yesterday I went online to take advantage of the sales and used a coupon code "STYLE" . This coupon code that was listed on their website gave me tremendous discounts on the items that I selected. I was truly excited about the bargains I thought I got. Well to my dismay over the next 12 hours each of my items were cancelled...one by one. I received a series of emails stating that the items were no longer available which I thought was odd. I went back on-line and noticed that they were still available on the site. I then called customer service and they also told me the items were available. I proceeded to inform the customer service rep that my items were being cancelled and she then mentioned that the system had a glitch yesterday that was giving huge discounts so they were cancelling the orders. I told her that Lord and Taylor's email made no mention of this and they misrepresented the reason for the cancellation of the order. I then askeed to speak with a supervisor. She asked for my order number and then notified me that the warehouse no longer had all of the items available...strange! Well I decided to go back on-line and order some of those items at the now higher price to see if they get cancelled. I really doubt if they will. If I receive the items then I will have confirmed that Lord and Taylor is in the business of cheating its customers and will do anything to get every penny out of you even if they are the ones who made the error. I have 3 seperate orders placed and I am still receiving cancellations as I type this...the latest emails state that they regret that they are unable to fulfill my order but never state that it's due to their error.

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Lord & Taylor Logo Lord & Taylor
Customer Service
Overall Satisfaction Rating

47 Reviews
424 5th Avenue
New York
NY
United States - 10018
+1 800 223 7440
+1 212 391 3494
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