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1.4 153 Reviews

Lord & Taylor Complaints Summary

15 Resolved
138 Unresolved
Our verdict: With Lord & Taylor's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Lord & Taylor reviews & complaints 153

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9:20 am EDT
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Lord & Taylor Horrible customer service

I purchased 3 items that I would like to return for a total of 103.39. As a full time Registered Nurse and a New York resident it was in my best interest to call and confirm that I would be able to get store credit before I take the trip out to New Jersey to return these items. I was told I would be entitled to store credit. MY COMPLAINT:
-I was denied store credit once I arrived at the store
-I requested to have the number to corporate and they gave me the number to the store for the manager that was on the premises that refused to come out and speak with me
-Upon speaking with the Executive Office they informed me that the discretion was up to the manager
-After requesting the manager for the third time she sent the customer service rep. out with yet ANOTHER message instead of coming to speak with me
-After waiting for about an hour the store manager came to speak with me in a very rude, short, unprofessional manner. I explained to her the product was still in the store on the shelves to be sold, the tags were in place, and I had my receipt, still she refused not giving me a valid reason for denying me store credit
-She stated "90 days for returns" when I proved through my receipt it hasn’t been 90 days she changed her response to 30 days
-She stated the product is no longer in the store and after I showed her the product on the rack of clothing she still refused
-I asked her name she questioned why I needed it and after a few minutes of quarrelling she wrote down her name with the spelling WRONG
-Not only did she not look at the product, after being told i spoke with corporate and they explained it’s at her discretion can she at lease look at the clothing, at a vulgar tone of voice stated “I’m not doing it that’s it”

As a valued customer and card holder I have never been so humiliated and disgusted with this corporation. As an outlet returns should be honored especially as an ONLY option for returns.
Lord and Taylor has lost a valued customer!

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Lord & Taylor Bad customer service-cosmetics department

I purchased an item at the cosmetics department at lord and taylor in annapolis mall, but had to return it because it broke me out.
I went into the store to return the item and I had to wait 20 minutes for any type of service. Only 2 people were working at the counters. When I approached a csr at the shiseido counter to make the return, the lady refused to issue my return because I had purchased the item from the clarins line. It is not an issue at other department stores to return cosmetics from a different brand at another cosmetics counter...

I waited 10 more minutes until the "correct" csr asked me what I needed. I told her I needed to make a return and gave her the item and receipt.
She looked at me and said "I can't issue you the refund because you used it."
Flabbergasted, I said that it had not been an issue before. The csr began to get defensive and said that the return policy stated that any opened items could not be returned and had been in effect for several years. She then asked me if the product had been tested on my face before purchasing. I said no, it had not been tested on my face.
The the woman said she thought I was lying saying my face looks fine and I told her that I cover my blemished well and it's really none of her business. And why is she accusing me of lying and giving me a hard time? I tell her that there is no reason for me to shop here anymore because stores such as nordstrom do not give me this bs.
The csr then says "nordstrom won't allow you to return opened cosmetics products anymore now. Do you buy, use, return cosmetics products all the time?"
I tell her that I return items that I am dissatisfied with, in which she has nothing more to say other than she can issue me store credit, which would have been fine 15 minutes ago before the interrogation.

I am issued $30 in store credit, which I fight to the end because I do not want a single penny of my money to be spent at lord and taylor again. A csr from clinique comes over to me on the way out and says that this happens all the time and employees are also given a hard time when they issue refunds... Tyrant.

I will never shop there.

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Kim MArra
, US
Aug 07, 2019 2:58 pm EDT

I am a customer of lord and Taylor over 15 years, Sunday I had a worst experience in Lord and Taylor in Willowbrook Mall, NJ . I was returning my dress which I purchased for my daughter one day before (Saturday night ) and she never used, and there was a staff cashier 006685 person name Rhonda that was in cashier to make the return, She was very nasty, rude, arrogant and didn't replied to me when I said good morning or thank you at the end of my purchase. I am very disappointed with L&T . Terrible customer service

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Selena3221
, US
May 23, 2014 9:40 am EDT

I went to the lord and taylor at woodfield mall in Schaumburg, Illinois.I hated the service at lord and taylor. Everyone was rude and no one smiled at me or said hi. Even when I would walk past them I feel like I was being glared at. WORST CUSTOMER SERVICE EVER!

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sadinct.
, US
May 08, 2013 2:03 pm EDT
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I was recently looking for an evening dress that my L&T did not have in my size. I was given the # of another store and told to call (on my own) to see if they had it in my size. After 4 attempts periodically over the course of a day (at work, I might add) I was NEVER able to get through. NO ONE ever answered the phone. I did call customer service as well and when she put me through STILL no one ever answered. I forgot - I actually did get a recording of a salesperson and as directed left my name and number. NO ONE ever called me back. I was fully prepared to buy this dress AND use my "Friends and Family" discount. I missed the boat on BOTH counts. I will be hard pressed to shop in the store again.

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Bobby7890
, US
Jan 04, 2013 10:50 pm EST

I went there once. It is the worst store ever. Segregation, most sales always looks down on people.
BAD BAD BAD

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Lord & Taylor Fraud account

On checking my Credit Report at Experian on 3/5/2010, I was surprised to find an account attached to me. This account is regarding Credit Card from GE/Lord & Taylor. I do not have any such account or any account at Lord & Taylor. This report shows that the card is regularly being used and monthly payments are being made by some other person. I have been trying to contact GE/Lord & Taylor with no clear response. I am just being told repeatedly that they cannot help me and that I have to file a written complaint by snail mail and then maybe they might decide to clear up the matter. Attached is a copy of the said account at Experian on my Credit Report. I hope someone at the GE credit card company looks into the matter and rectify their reporting to the Credit Bureaus.

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Lord & Taylor Wrong person

We have received 5 calls from people claiming to be from Lord & Taylor, GE Money, and Lord & Taylor GE Money. The first call was from an Indian guy named Kevin (I don't know of any Indian people with English/American names) who offered me a deal to pay for an account that I know isn't mine to pay. Automatically, I thought he was an ID thief so I blew him off. The second and third calls came in 5 days later, but no one was on the other line; so I hung up. The next day Lord & Taylor/GE Money called, I answered the phone and I asked the woman who called what is the address on the account she had, she recited it to me and I told her that isn't my address; she stated the name of the wife which isn't my wife's name, the last 4-digits of my SSI wasn't mine, and the birth date wasn't mine. I told her the phone number they have is mine and the first and last name of the person is the same as mine, but everything else didn't belong to me. She apologized for bothering me and hung up. But that wasn't enough, they called me again the next day. This time, I asked the guy to verify the address, but instead he gave me the name of the person he was looking for, and that's when I stopped him and said that isn't me. The first and last name are the same, and the phone number you have is mine, but the middle name of the guy you're looking for isn't me. I also told him I don't have a GE Money Bank account and I haven't shopped at a Lord & Taylor store or whatever it is. (Lord & Taylor as I found out is a department store mostly on the east coast. There aren't any Lord & Taylor stores in my state.) I asked him how to get him to stop calling me and he stated he would put a notation into their automatic dialer and the calls will stop within the next 30 minutes.

What is aggravating is Lord & Taylor/GE Money Bank has the wrong person, and I'm made to feel that I'm the culprit in this situation as they call every single day. I suppose I could stop answering the phone, but why should I be held hostage this way? My next step is to file a complaint with the Federal Trade Commission if Lord & Taylor/GE Money calls again because this is harassment.

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Lord & Taylor Scammers

Lord and Taylor's employees are scammers; they will not reply to your queries properly and leave you with mess. I was trying out some outfit for myself. I found the dress I wanted in Misses but it didn't fit me. My friend told me that I will get it in Women section and so we went there. I was surprise to see that the price of the dress was double of Lord & Taylor. The price of the dress in Misses was $206. The employee whom I ask about the difference of price was first of rude and then he told me Misses dresses are far old so they are given discounts on them and disappeared in crowd. Again we went in Misses on inquiry I came to know that the dresses in Misses section are just stocked in two days back. I talk to managers, surprised, told me that they could do nothing to help me out. I do not find this store a reliable and worthy for shopping the service is very poor and vast price difference.

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Lord & Taylor Disaster

The earrings I purchased from Lord and Taylor got tarnished and even though they say it is sterling silver, it did not come off when I used the silver polish. When I tried to return or exchange it, they would not give me more than $8! for it because I do not have a receipt.I probably paid close to $30 for it and it is worthless now. I would have never expected this from a store like Lord and taylor. I have called the custoemr service department and they were not very willing to help and were very negative about the possible solutions.So I am stuck qith a product that is not useable and it is not even my fault. It might be a small thing but shows and says a lot about the store itself that they do not stand by the products they sell and custoemr satisfaction is not important at all. The way they handled this was very very disappointing. I would say be very careful with what you buy, dont buy any Lord and taylor brands very bad quality and keep your receipts forever if you want to exchange it.

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Lord & Taylor - Bug in web discount program

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 power...

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Lord & Taylor Racial profiling

On Saturday, November 29, 2008 at approximately 10:00 A.M. I entered Lord & Taylor with my six-year old son, cousin and best friend to shop. At about 11:15 A.M. my son and I were both escorted to the cashier counter in the shoe department which is located on the second floor of said location by the nice floor sales person who had helped me. He asked an African American cashier to handle my transaction while he made a phone call to another store because I was making a purchase of two items. One a pair of black patent leather loafers and a pair of black patent leather boots which were not in stock. I then handed her a Lord & Taylor gift card valued at $500.00 dollars. She swiped the card and then stated that she needed to get approval first. I thought that was rather odd because I have used gift cards in the past at that store and other stores and never had to get approval. At which time the male floor person placed a call to another Lord & Taylor that had the boots. After giving the sales person over the telephone my credit card information I waited for the cashier in front of me to finish my transaction with the shoes that I was purchasing. Well, about ten minutes later I was accosted by a gentleman. the stores Executive Investigator, who demanded to know were I had gotten the gift card from. He stated, " that the gift card was obtained in an fraudulent manner." At which time I informed him that I had received the gift card from my boyfriend as a Birthday gift back in October and that I was in possession of a second card. He then accused my boyfriend of purchasing the cards off the street, on-line or with an fraudulent credit card. I told him the my boy friend would not do anything like that. He then asked me to come with him to settle the situation. I then told my son to go over to my cousin and best friend who were waiting for me on the sofa. I immediately attempted to place a call to my boyfriend but was unsuccessful due to bad reception. While waiting for the elevator to arrive I placed a second call to my boyfriend which went through and I told him what had occurred. I then noticed a young Hispanic female who was dressed in civilian attire following us and I questioned who she was and was told by Mr. Doug Owen, Lord & Taylor investigator that she was with him. I then realized that she was a Lord & Taylor undercover security officer. At this time Mr. Owen decides to take me downstairs through a rear stairwell, which led to a security office. He then states, "that the bank had stopped the transaction from going through." Once inside the office I was immediately asked for some identification. As I produced my NY State Drivers License and second card which was still in the Lord & Taylor gift box, a third security officer walked into the room from the back office. I was asked again about the gift cards. I then called my boyfriend again for the third time via cell phone. He informed me that he purchased one card in cash and the other on his Citibank Master Card. I asked him if he remembered which card and if he had charged it on a Citibank card that I had in my wallet. He replied he wasn't sure and asked me to provide him with the credit card information because he would call Citibank himself. During the entire time that I was detained in the security office the female security officer who sat on my far right and the African American male security officer who was on my far left both glared at me in an menacing manner. At one point the male security officer got up from his chair, turned his back to me which revealed a pair of handcuffs. I then stated out loud, "oh, are you going to arrest me." without responding they both just sat and continued to glare at me. I immediately felt intimidated, threaten, humiliated and embarrassed. The security officer then stated that he could find out in minutes if the card was purchased on the Citibank card that I had in my possession. I then handed him the card and he went into a backroom with it. While waiting for him to return my boyfriend called me and stated that he had gotten in contact with Citibank and that the transaction had gone through back in October when he brought the card. At this time Mr. Owen and the security officer returned from the back room and stated that the purchase was not made on that particular card. While I had my boyfriend on the telephone I asked Mr. Owen if he wanted to speak to boyfriend directly. They spoke briefly and I heard Mr. Own, ask him which location did he purchase the card from. Then Mr. Own replied to my boyfriend that he would issue me two new cards at the same value that the other cards were issued for. Mr. Own, then handed me the phone and then claimed that he had called Citibank himself and that the person that he needed to speak with wouldn't be in until Monday morning. Mr. Owen, then proceeded to make copies of the old cards and my drivers license. I then asked, " why did he need to retain a copy of my identification." He replied, " to show who was in possession of the so called fraudulent gift cards." He then stated that he would issue me two new cards and that I needed to accompany him to the seventh floor. As we were about to exist the room the female security officer asked him if she needed to accompany him as well and he replied, no! and then handed her the gift box that had contained the second gift card. After being issued the two new cards I returned to the second floor to get my family. As I entered the shoe department embarrassed and humiliated I could feel all eyes were on me. All the sale people and cashiers were whispering and talking among themselves about me. My six-year old immediately asked me if I was okay and where had I been. I felt like I was being racially profiled because of the color of my skin and the amount of the card. I believe if I had been of a different skin tone things would have been handled differently. I would have never been accused openly in front of the entire shoe department of being in possession of fraudulent cards. My boyfriend is a well respected business man who would never jeopardize me, his business or his good name with some fraudulent scam. In fact, earlier this year he was listed by the Better Business Bureau as one of the business to patronize if you wanted honesty and good work. I will never patronize Lord & Taylor again and I would like to have returned to me all the copies of my identification what was fraudulently obtained from me!

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Barbara Washington
Seattle, US
Aug 19, 2009 8:43 pm EDT

After reading your complaint I decided I will never shop at Lord and Taylor either. If you come out West, watch out for the Fred Meyer Stores. Their security personnel use to follow my sons around as if they were certain anyone who is Black would steal!
I am so sorry for your experience. Thank you for putting the word out.

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Lord & Taylor Disgusting service

Today I went to the Jewelry section of Lord and Taylor. I asked for help and the two women working in the area told me to please wait, as one of the women working was trying on earrings. "She is also a customer right now, " the one helping her said. You could tell that she was having some difficulty putting on the earrings. A minute later, the employee who was trying on the earrings came to help me look at watches, taking them out of the case, opening them for me to try on, etc. and I was completely disgusted to see that she had blood on her fingers. This is incredibly unsanitary and just plain unpleasant! I could not even look at the watches anymore because I was so disgusted. Please, if you are trying on earrings, wash your hands after! Better yet, do not go shopping while you are supposed to be working!

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Lord & Taylor Terrible experience

July 15th, 2008. This is a compliment about a sales person on the 5th floor of Lord & Taylor 424 Fifth Ave, New York City N. Y.

It's very easy to write complaints about situations that happen, but this lady deserves to be recognized, she very helpful, polite, and is very much into selling and pleasing, it was a pleasure dealing with her as she seemed to be the only pleasant person working in her department, will come up and ask if she can help. I have a few terrible experiences on that 5th floor but this lady is to be commended her ID number is 9451- 044 the other numbers on the sales slip was [protected].

Sincerely,
Mrs. Frances Gardner

Also being I can't get any form for complimenting sales personnel I"ll also include this also. You have a Sales Person I can't remember what floor but she works in the Boy's Dept I've spoken about her numerous time to who ever was supering there at the time she is ULTRA, ULTRA, It's a pleasure dealing with her I usually call to see if she's their before going to get things for my Grand Son and other items for gifts, etc, Her name is Olivia and her phone extension is X3981 if that's not it any longer she's the only Olivia working in the boy's dept. She's a asian lady, she add everything to where she works, lovely, lovely person. Before going to the pit (5th floor) I had stopped to say hello to her so I know she"s stilling that department.

Sincerely,
Mrs Frances Gardner.

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roxannamaria
Bronx, US
Oct 18, 2013 9:40 pm EDT

I Tried To Find A Clothe Asked For Help To The Sale Person Who Refused To Help Me Said The Computer Not Work And The Telephon. One The Sale Person Name Is Shakkira. Requested The Store Maneger The Sales Persons Refused To Call Instead To Call The Maneger They Went To The Security And Came As A Gang With Michelle Who Said She Is The Store Manager And Few Minutes Later Came Shannon Who Identified As The Security And Owner Of The Store With Jasminee. I Asked Why They Came, When I Only Need A Store Manager. She Tread Me As A Criminal. She Support The Sales Persons As A Friend Instead Asking Me What Happen/ The Two Od Then Were Bulling Due To My Accent And My Age. They Use The Store Police And Facility For Personal Essue And Shannon Hang Around The Store Taking Care Customer Service To Protec The Y Friend No Protect The Store They Ussing The Telephone With The Personal Matter. Then Lisa Other Store Manager Who I Was Spected After Other Sales Person Contacted Her. I Requested To Her That I Only Want To Talk About Customer Services, Shannon Tried To Teach Me How I Have To Talk Becouse And Provkes Becouse She Dont Want I Make Complains And Throw Me Out Of The Store, If You Requested The Video Tpu Will See How Was The Situation. The Only Mistakr Did Was Requested The Manager As Customer And Lisa And Michelle Support The Then And Never Asking What Was The Real Situation. As Custoner I Fild Abuse. Aggreviate And Discrimenate. I Called The Police And Went To The Emrgency Room I Dont Feel Well After That No Body Care

Today 10/14/2013 Day Of Hispanic Heritage And Celebration, Abby One Manager Of The Corporate Office In Pa Tel [protected] Hang Up The Telephone And Considered My Case Of Abuse And Discriminatioon That Happen En Scarsdale Facility Is Close, I Will Continue With My Case. They Only Accepted They Version Of The Situation, And The Let That Happen. When I Spoke With All Manager Indicated They Dont Care About The Customer Services And Use The Security When A Customer Asked For The Manager After The Sales Person Refused To Help The Custome. I Spoke With Charles A Store Manaher In Scarsdale Ext.501 And Mike A Westchester Regional Manager Est.263 Who Recomended Me Never Go Back To L&t Instead Trainer Then And The Personal To Give Better Customer Service. I Thin Abby Is Other Person Who Consider Her Time Value To Hang Up The Telephone As A Prepotent Person Who Refused To Understend They Need The Customer I Can Buy Any Where But I Considered Tha A 99 Cents Store Give More Respect To The Customen Than L&t . L&t Tread The Customer As A Garbage That Is The Answer That I Recive From L&

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Lord & Taylor Fraud and cheating

I had the misfortune of getting a sales woman with no patience, very rude, and rushed me through the whole ordeal of a sale and return, july 11th it was the manner in which she did it, i'm under the impression that she thinks this will never be reported. When I got on the main floor I asked another sales person how I could get this persons id number and she showed me on the receipt that her id would be [protected] above that was [protected] this person needs to be retrained again. Its ashame that you have to run into these people, then on my way out of the store I saw a sweater I really liked you were having a sale so I went over to the sales person again on the 5th floor and asked her if she could scan the item to see if it was on sales she asked me where I had been they announced that the store was going to close and she was busy getting her register together and I had two announcement. (it was the manner in which she spoke very nasty, and like I was a child) in other words don't bother me now i'm counting up to go home and you should have been listening - she was closing up the register on the 5th floor in the signature dept.

I really like lord & taylor and shop there often but some of your sales people are getting out of hand. This incident happened on july11th, 2008. I'm sure both these sales people would never think this would be reported.

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Jaimie Kuntz
, US
Feb 04, 2024 11:58 am EST
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I ordered a set of three suitcases and one received two and on top of that the zipper is broken on one of them! I have emailed, tried the chat online many times and no response! I spent over $360 on them!

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Roberta J Bergins
White Plains, US
Feb 04, 2024 8:39 am EST
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I ordered a gray sweater on 12/27 and never received it. I am cancelling the order.

Roberta J Bergins

9 Oakley Road White Plains,NY 10606

The sweater cost was $80.00 plus shipping and came to $91,84

I called Bank of America and cancelled the order.

When Lord &Taylor was in Eastchester, NY I had great service and was a

regular customer.

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kpgunter72
Daphne, US
Oct 25, 2023 1:27 am EDT
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I placed an order ([protected]) for a dress in the amount of $232.42 on Sept 14. The order was supposed to ship in 7-14 days. Upon numerous attempts to contact to receive my full refund, I have received nothing.

I have all email and text receipts as proof of transactions.

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Kellie13
California, US
Jan 04, 2023 5:35 am EST
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The ORDER [protected] tracking email showed pictures of what I ordered - one item was a $73 bath tray. the shipment came and listed on the invoice was my bath tray but no where in the box was the bath tray - instead there was a bath set - probably worth $20. They seem to be refusing to correct their mistake. Can’t actually ‘talk’ to anyone

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retail hero
, US
Sep 08, 2009 4:31 pm EDT

who do you think you are? that somebody would stay all night to serve you? You act like a child, you should be treated like a child?

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cheri86
,
Oct 27, 2008 3:20 pm EDT

You would be rude too if you were forced to work 10 days in a row without a day off. L & T are unfair to their employees.

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Silanar
,
Aug 10, 2008 11:39 pm EDT

I am sorry that you had such a bad experience. Let me give you some tips for the next time. If the associate is rude, make him/her call a manager and explain the situation. I understand that sometimes the store is trying to close and some associates would like to leave on time but it is not an excuse for bad manners. There are always customers who wait until the last minute. In this case, ALL the associates are delayed and have to wait until the last customer is gone. This associate was counting the money when you came to pay? Unfortunately, once the cash drawer is open, it cannot be closed or stopped, they need to count the money and close the register. When you see that happening, ask the associate if he can point you in the direction of an open register. Of course, I agree being rude and impolite is not the L&T way.

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Lord & Taylor Never again!

For Mother's Day I chose to purchase a few items at Lord and Taylor. I bought 2 pairs of earrings, in which of course, i bought matching necklaces for each pair. I was very excited about my purchase since I knew it was something my mother would love and I knew the merchandise was good quality. The sales associate was very helpful since she placed the jewlery in a box and placed it all in a bag with tissue paper.

Well, as excited as I was, I couldn't wait to hand my mother her gift. As my mother opened one of the boxes, she gasped at how beautiful one necklace was. Unfortunetly as she tried to place it on her neck she noticed the clasp wasn't hooked on with the necklace. It was undone with the rest of the necklace so when she undid the clasp the necklace just separated. So, of course, I decided to go back to Lord and Taylor and hopefully find a resolution in my position.

So, now I'm at the counter and I go over to the lady and explain my situation. I explain that the clasp was undone with the necklace and that I wasn't trying to return it but that I wanted a new one so that my mother would be able to wear it. She then, very rudely, tells me that they don't sell garbage and that I must have been very rough with it. I explain to her that I indeed was not and that if I could have, I would have fixed it but there was no way to since it didn't have a hook to clasp. (And just for information, I'm a Store Manager for an accessory/jewlery store so it would not have been a problem for me to fix the jewlery if it was able to be fixed since I do it as a living) She then proceeds to tell me that I am lying and goes on to show me all the other necklaces and how they all have working clasps. I then, once again, explain to her, that I am not trying to return the necklace but instead trying to get a new, working one. I tell her that I did not touch the necklace since I wasn't the one to place it in the box and my mother wasn't even able to place it on her neck since the clasp didn't work. I explain to her that it's not impossible to sell a broken or damaged one by mistake. I work at a jewlery store and jewlery can be damaged upon shipment. Needless to say, with a very rude attitude, she exchanges the necklace for me. She stays near the register area with my information for a while, looking at me with a dirty face every chance she gets, before finally coming over to me. She then proceeds to staple my receipt with a new one. But, before she even says anything I attempt to thank her, but she cuts me off and looks me in the eyes and says, "You better be honest with me. Tell me the truth on how you broke it. I know we don't sell garbage and you are just a rough and damaged person." I look at her with disgust and rather than say something I really wanted to say, I simply grab the box and walk away. It's not like I wanted my money back, I simply wanted a necklace my mother could wear. I wasn't looking for an attitude but I obviously got that instead.

I am truly disgusted at the service that Lord and Taylor sales associate provided today. It is sad to say, but it makes me not want to shop there anymore. What makes matters worse, I preferred that store over any other high end retailers. I think as of next month, I might cancel my Lord and Taylor credit card and just never shop there again. I was willing to spend almost $400 on jewlery so obviously money wasn't a factor for me. I was simply expecting pleasant, competent customer service as I had received the day I bought my merchandise but instead received an appalling attitude with wrongful accusations.

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pam mamary
, US
Sep 06, 2017 1:58 pm EDT

It has gotten worse. I am going to the consumer affairs division. Wayne nj is horrible. Carlos ORTIZ manager of sorts worst abusive.

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Kelsey23
, US
Jul 30, 2016 7:07 am EDT

PLEASE DO NOT BUY OR DO ANY BUSINESS WITH LORD AND TAYLOR!

There is something seriously amiss with Lord & Taylor's internal management. Poor training? Incompetency? Internal individual fraud? Corporate unethical practices? I don't know, but...

First of all, their claim that return shipping is FREE is so deceptive. I called multiple times before and after purchasing 2 different sized dresses, to make sure i understood the return process as I intended to return one of the dresses that didn't fit. I searched on their website and finally found hidden in layers of of their site pages, that Sure the return shipping is free but they charge you a re-stocking fee! of $6.95. I don't know any stores that do that. And it's still confusing because their reps tell me conflicting info. Apparently if you use their return sticker label that comes with your shipment, you will not be charged return SHIPPING, and i was led to believe there is NO COST PERIOD. DECEPTIVE.

During one of my calls to customer service before i returned it, I found out I could use a COMPLIMENTARY label, which he emailed to me. (WHY didn't any of the other 5 reps tell me this all those times I called?) I must have spent over half an hour talking to the guy (and hours talking to reps over 3 mos) to make sure i understood their policy and to be assured I would NOT be charged returning with this special label. I printed it out, taped it to the package, made a copy of it, and took it to UPS. The label has a black bar on the edge that has white font COMPLIMENTARY running down the side.
Reading so many negative reviews of major hassles to nightmares, I'm feeling really blessed to at least have gotten my dress cost credited back to my Visa.
But they somehow- mistakenly or fraudulantly CHARGED MY CREDIT CARD $6.95!

So i called and the guy said "Yes I see you did use a Complimentary label" so I should get my money credited back. So he put in a claim and he was positive I would get an email that I'd be getting the credit and see it posted within 3 weeks, as it takes some time (now i know why- they delay and something's not right that causes all these errors and/or internal fraud.) It was beginning to not be worth my time to get back less than $7. But i was relieved it was over.

No it wasn't. 3.5 weeks later, 7-29-16 I called and the rep was so rude, kept interrupting and talking over me, and scolded me to listen to her!, sternly, loudly called my first name 2x to interrupt me, as I tried to reason with her. She was like an angry mother mad at her little child.
I was not yelling, nor irate, nor attacking. She couldn't listen or understand the logic that THEY made the mistake. THE REP ACTUALLY HUNG UP ON ME! Seriously? wow.
(I called back, even more angry and that rep was much better, very kind. After awhile, I asked her if I seemed mean or provoking and she said no, that i was fine, sounded very nice.)

So that prior mad rep was very provoking, challenging me to provide proof of the label, which i had! Then (with her frustrated attitude) “ok take a pic and send it to me.” Which i did. Then surprised, she had to go talk to a supervisor. Certainly it would be ok now, someone in authority to see how ludicrous this is... any company with all the evidence I have would just refund the customer $6.95 simply for the sake of smart marketing practice. NOT Lord & Taylor. Are they from a different era of doing business?

Apparently, my claim case was closed because "We do not charge for returns with Complimentary Label." Since i used one, that made no sense and she didn't get it. She said "YOU MUST HAVE USED A DIFFERENT LABEL! No i didn't because i have the original return label right here. And to this day I clearly remember carefully packaging my dress, taking an hour to make sure i did everything perfect and writing notes, including on the copy "Used This Label for Return" so in the papers of all my phone call notes, the dress receipts and labels, I would remember what i did, what was said. I asked i that angry lady if they could check to see the label, and she said I'd have to call my credit card company and dispute it. She hung up on me as I spoke. I didn't get a chance to ask her about the prior re, who submitted my claim, having told me he saw I did use the Complimentary Label.

There is something seriously amiss with Lord & Taylor's internal management. Poor training? Incompetency? Internal individual fraud? Corporate unethical practices? I don't know, but...
Oh, now I DO know, because I have found a shockingly large number of complaints on multiple online sites. I affirm what Vendor 267 wrote on 27th of Feb, 2009: "There are plenty of other businesses out there that care about their customers and vendors; Lord & Taylor is not one of them. Lord & Taylor is part of the old school, old money, take what you can and give nothing back mentality."
I have gathered that many employees have angry, bitter "poor spirits, " with false accusation, blaming the customer. They cause "crazy-making" where they attack with provoking and accusation, won't listen with a genuine attempt to understand customers' rationally trying to resolve the issue, and then they blame the CUSTOMER for causing the conflict! Too many of my experiences with their customer service reps was like dealing with a mentally ill person that has not gotten treatment for their Reactive Attachment Disorder or Borderline Personality Disorder. If you understand those, that sums up dealing with Lord and Taylor.

A vast majority of Lord & Taylor employees seem to have a defensive attitude, trickling down to customer service from arrogant corporate executives. Their policies are out-dated, back to when company owners were selfish "takers, " taking advantage of customers and business associates, rather than conforming to the wiser practices of assuming the customer is right, and going out of their way to accommodate. That would be smart marketing and greatly increase their profits.
Lord and Taylor: it's so disheartening to see your unhealthy (as in sick) business practices. Join 2016 corporations and small businesses alike, with basic kindness, actually caring for customers, being reasonable to resolve problems, instead of being rude, disrespectful, manipulative and controlling, acting like you must enforce some religious law on your customers.

PLEASE DO NOT BUY OR DO ANY BUSINESS WITH LORD AND TAYLOR!

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zizi
Baltimore, US
Mar 27, 2015 4:11 pm EDT

Ordered a designed bag online, but they sent me a completely different model. I called to complain, but they never offered a free return shipping label or to ship me the correct model in exchange. Said to just send it back, and they would look at it in the warehouse and not charge return shipping. Well, they actually did charge return shipping. Took multiple phone calls to get the charges removed. No respect for my time.

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don taylor
Fort St. John, CA
May 10, 2012 9:18 am EDT

I dont have spthunter on my pc

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happyshopper2
West Orange, US
Jul 01, 2014 5:25 pm EDT

I just bought over a coupon my mother cut out for me with a $15 bonus. The used to always have these and honor them. When I get to the store they said somewhere else on the flyer, you cut off from the coupon it said you had to spend $50. Well I did not want to spend $50 that day. It did not say it on the coupon with all the other find print at all where it should have been. You have to be careful at this store because they are sneaky with the discounts. They used to be a lot more legit. I find this invalid and unfair. I spend load of money in that store. Mean while the women who the my salesperson originally asked keeps looking back and giving me, the customer nasty looks. I spend loads of money in that store and will not be doing it again.

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MAUREEN LYDON
Philadelphia, US
Nov 18, 2012 11:46 am EST

SO ON OCT 10TH, I OPEN A LORD AND TAYLOR CHARGE CARD ACCOUNT AND WAS ENTITLED TO THE "NEW ACCOUNT HOLDER DISCOUNT" FOR THAT SAME DAY. I SPEND $810, WHICH INCLUDES A COAT FOR $350, WHICH THEY HAD TO SHIP TO MY HOME SINCE THEY DID NOT HAVE MY SIZE 10 ON THE RACK. I PAY FOR MY TOTAL $810 PURCHASE WITH MY NEW CREDIT CARD and THE RECEIPT SHOWS A DATE OF OCT 10TH. BUT...WHEN THE BILL ARRIVES 30 DAYS LATER THERE WAS NO DISCOUNT FOR THE SHIPPED COAT. THEY EXPLAIN THAT THE COAT ORDER DID NOT GO THROUGH UNTIL OCT12, SO I WAS NOT ENTITLED TO THE DISCOUNT. DISGUSTING! THE PROPER RESPONSE WOULD BE "YES, MAAM, IF YOUR RECEIPT SHOWS THE 10TH THEN YOU ARE ENTITLED TO THE DISCOUNT". IDIOT EMPLOYEES, TRY THINKING OUTSIDE THE BOX! AS I STAY ON THE LINE AND PROBE TO FIND THE IGNORANCE BEHIND THE CUSTOMER SERVICE REP, I FIND OUT THAT THE CUSTOMER SERVICE WOMAN ON THE PHONE WAS NOT LORD & TAYLOR, BUT RATHER GE SERVICES WHO WAS ONLY INTEREST IN COLLECTING THE MONEY AND HAD NO INTEREST IN UNDERSTANDING THE PROBLEM.. SHE OFFERED TO SUBMIT A DISPUTE WHICH SHE SAID WOULD BE HANDLED IN ABOUT 60-90 DAYS. GET WITH IT LORD AND TAYLOR!, YOU CAN BUILD AN ENTIRE CITY IN 90 DAYS, WHY 90 DAYS TO FIGURE OUT YOU MADE AN ERROR ON ONE PIECE OF MERCHANDISE. IT CERTAINLY MAKE YOU LOOKS LIKE IDIOTS!. AND SO I WILL CANCEL THIS LORD AND TAYLOR CARD, I DON'T NEED YOUR INCOMPETENCE IN MY LIFE.

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Vendor 267
Ambler, US
Feb 27, 2009 10:48 pm EST

Lord & Taylor is a Rip-Off company. We supplied them with our merch. We broke our backs to get their order to them! We did everything right and got clearence when we shipped items late.
Our terms were simple eventhough there system is backwards and tedious. We send them our goods and they pay Net30. They received all our products and sold them all! 90+ days later we have yet to see a the check and they send us a letter regarding their chargback system. Well they charged us about $3, 000 in misc chargebacks. This company looks like its on the down. I guess they make money by screwing people over. They are scammers and have poor craftsmenship when it comes to business and as we all know; poor craftsmanship is a sign of a poor spirit. There are plenty of other business's out there that care about their customers and vendors; Lord & Taylor is not one of them. Lord & Taylor is part of the old school, old money, take what you can and give nothing back mentality. Thank GOD companies like these are now DINOSAURS! Its not sad to see these large vampire companies going out of business!

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12:00 am EST

Lord & Taylor Incorrect billing

I have been harrassed to pay a bill by ge money bank for a bill generated @ lord and taylors department store.

I don't currently or never had a credit card account with lord and taylors.

More alarming is the fact of how my social security # and an old address got attached to this debt.

I spoke with luis casillas - supervisor @ ge money bank who told me this account was opened in 1954 the year i was born hmm. . . Something wrong here.

And now i find it incredulous that i am the one that has to fillout and submit forms, and beg for a correction to be made for a mistake that i didn't initiate.

I feel that the finance company should be forced to trace back in their paper work where the mistake was made, correct their error and send me a written appology for the aggravation and loss of time of mine they have wasted.

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gogopilot
, US
Nov 15, 2018 2:59 am EST

They advertise these discounts and the site may or may not take the discounts off, and even when it does they final check out amount doesn't reflect the discounts. When I call, the rep knows nothing, tries to give excuses...worst web management I have EVER seen! I ended up not buying!

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Asher777
, US
Sep 05, 2018 1:55 pm EDT

Place is run by a bunch of Poles. Couldnt find a decent pair of jeans asked for help but was blown off. Called store management and was hung up on by Hannah and told the company doesnt have to assist me.

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M Zeppo
, US
Sep 02, 2018 3:56 am EDT

Their website isn't working, when I click place order it says sorry we can't complete your order. I double checked my credit card info and it's correct. The error message doesn't give a reason such as incorrect card number. Customer service isn't helpful, congratulations you just lost a sale Lord & Taylor. I'll be shopping elsewhere.

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carval
, US
Aug 20, 2018 5:36 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Lord and Taylor is no longer a fine store. Customer service is terrible and they short of
sales people.
Also, they keep sending you on regular basis discount coupons and when you get to the register they tell you you cannot use tem. It seems to me this is false advertising
and they send you theses coupons to get you to the stores.

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avish
, US
Dec 24, 2017 6:48 pm EST

on 3 occasions they double billed me for the same purchase and on at least 2 occasions they issued me credits which never showed up on my credit card

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oceanway
Boston, US
Nov 30, 2012 6:30 am EST

Lord and Taylor websites states that "The majority of orders placed before 2:00pm ET will ship the same business day." A full week does not sound too promising. A similar thing has happened to me before, and of course they simply ignored all my emails.

JuliePooh51265
JuliePooh51265
Lancaster, US
Nov 30, 2012 8:22 am EST

The days start when the items are shipped, not when they are ordered. Sometimes it can take a few days to fill an order before it's shipped. Check the shipping date and see if it was actually the 2 days.

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