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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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8:55 am EST
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Lord & Taylor Shipping issue

To Whom It May Concern;

I placed this order (Hi Santina, your order #[protected] on 11/23/2018 (Michael Kors Cindy Large Saffiano black crossbody bag) has shipped. You can find the tracking information below.) but mistakenly had an old address and had been trying to work with USPS and UPS to get the package delivered to my new address with no luck, they told me I needed to contact the sender to see if they could re-route the delivery as it was still in Rochester NY at a general distribution center. So when I called this AM and tried to tell the customer service representative about this, she was very rude and told me that there was nothing you could do and that it would be returned and the credit would how up on my account. I explained that I didn't want the credit, I wanted the item and that I would even pay the extra for the shipping to be re-shipped to me (especially since you are now sold out and that is all my daughter wanted for Christmas) so she kept putting me on hold and then she hung up on me. That was the worst customer service I have seen in a long time! All I wanted was some assistance to retrieve the package in my town or get it resent to me and I would even pay for the shipping! So now I do not have the item and I can't get it as it is sold out. I am very disappointed in the customer service at Lord and Taylor and not sure I will be buying from you again anytime soon!

Sincerely,

Santina Tu
[protected]@gmail.com
[protected]

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11:33 am EST

Lord & Taylor False ad

November 28, 2018
Order #[protected]
Complaint against Lord and Taylor for false advertising and poor customer service
On Sunday November 25, 2018 I was shopping online for some jewelry that I like and found that Lord and Taylor had all of their Uno de 50 jewelry on sale with an ADDITIONAL 25% off at checkout. I chose some pieces and tried to check out and the code given on that day was FRIDAY for their black Friday sale. I got an error message stating that my order did not qualify. Their website clearly stated that there was an additional 25% discount and I have the screenshots to prove it.
I continued to try and purchase on Sunday thinking it was a glitch but nothing worked. I sent an email to customer service and never received a reply.
On Monday morning I looked at the site again and now the code to use was CYBER so I tried purchasing again and still got the same error message.
I called Lord and Taylor customer service line 4 times since Sunday and got nowhere. The first time I called on Monday November 26th and he kept trying to tell me that there was too much web traffic and that's why the code didn't work. Then he changed his story and told me the items were excluded. I told him to look at the website because it clearly stated the additional discount with no other disclaimers. He finally said that he could take my order and would give me the discount but I was driving and was not able to pull over and give him the item numbers that I wanted. He said I could go ahead and order and then call the same number back and request a price adjustment.
Later that night I ordered a necklace and matching bracelet and of course the CYBER code did not work. I placed the order and then called customer service. The girl I spoke to kept insisting that these items were not eligible and I told her to look at the website. She ended up hanging up on me. I tried calling back but the call center was closed.
I called again early on Tuesday morning explained my situation again to no avail. I told her to cancel the order immediately and I didn't want to do business with them if they were not going to honor what they advertised. She said she could not cancel the order even though it had been placed only 8-9 hours prior. She ended up hanging up on me too.
I immediately called back again and spoke to Nathanial Agapay. I had to retell my story once again and I told him I wanted to cancel my order. He put me on hold and when he returned he assured me that the order was cancelled and I would get a cancellation email within 24 hours. I asked him why the company would not honor the offer on the website. By this time, they had removed the sale on Uno de 50 jewelry but I still had my screenshots of the items that I purchased with the additional 25% off clearly advertised on each item. He asked me to email him my screenshots and I did that right away. I never got a reply from him nor did I get a cancellation email.
On Wednesday, November 28th I got an email stating that my order was shipped. If my order is being shipped, then I want the additional 25% discount that was advertised on the website in the form of a price adjustment in the amount of $85.75.
Frances Deane
2623 Eagle Rock Circle, Stockton, CA 95209
[protected]

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10:54 am EST

Lord & Taylor Online order, stolen goods, replacement shipment, double charges, filed police report yet no refund

I am very frustrated how Lord & Taylor has handled my most recent order ([protected] on 10/10/18). My package (worth $ 650) was stolen on my front porch. I did as instructed by the customer service representative-I called the police and filed a police report on that same day (10/15/18). After receiving the report I made several attempts to fax the report to L&T since they don't accept even a pdf copy by email. This is due to the fact L&T provided me with an incorrect fax number three times (I have all the numbers and failed submission reports), This meant I had to drive to my local Staples several times since I don't have a fax at home. This took so much of my time. Meanwhile one representative told me not to worry-they will send a replacement shipment with no additional charges (#[protected] on 10/17/18). However I have now double charges on my L&T premier black card and no refund has been issued. I have made 14 calls regarding this matter, the most recent today 11/8/2018. A supervisor told me he has to submit a report to a different department, which I was told was done already on 10/29 and 11/5 while on the call with the customer service. Today I was told it will take at least one month more before I get my refund. Nobody from L& T has followed up with me as they promised. I had contacted Capital One which administers the L&T credit card. They told me L&T has denied the refund (10/18/18). I will wait to see what happens but if the matter is not solved I have to take more serious actions. I have been a long time customer with L&T but I think with the flagship store closing on Fifth Avenue NYC and my very bad experience with the company it's time for me to take my business elsewhere. I do not recommend L&T credit card. The dispute
would be simpler with AMEX or VISA.
Liisa H Niskanen

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3:08 am EST

Lord & Taylor No refund from lord and taylor they owe me $44

I returned items to Lord and Taylor
They gave me a partial refund and still owe me $44

I have written 10 emails to them

They now claim they credited my account
They have NOT done this
perhaps they credited some other account?
It is 2 months and they have not returned my money
I have written to Liz Rondell and a Ms Fullerton also
NO ANSWER
What Kind of store is this?
It is now 2 months that they have not done anything
Please assist me

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10:36 am EDT

Lord & Taylor Online order

I have ordered the same item 5 times. Each time they cancel my order with stupid excuses like I put the wrong zip code. Are you kidding me? First off, I know my address and I get deliveries all the time. Secondly, they tell me that my information is wrong with my bank. I use my bank card for all transactions and have never had a problem before. I spoke to someone from their customer service line (many times) I was told to call my bank and verify that my information is correct and to call back Lord and Taylor and tell them when I have done so. Well I have spoken to the bank today who told me that they have approved the charges and have no idea why Lord and Taylor keeps denying it and cancelling the orders. I am very frustrated with this store. And hopefully I get the product that I have been trying to order, but I will never ever shop with them again.

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11:20 am EDT
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Lord & Taylor Service

This company is incompetent, rude, unprofessional and frankly im livid. I ordered a coat last friday 10/19/2018 and sunday I get an email stating they cancelled my order. So I called and they said it looks like my bank didnt authorize the purchase and to call them. I called my bank and was told by my bank they already authorized the purchase and the vendor just didnt accept the payment. So I gave l&t the benefit of the doubt and waited until today 10/24/2018 hoping the charge would fall off and it didnt, so I called and spoke to a rep named pearl that was extremely condescending and rude. First she tried to tell me they would need to charge my card again to get the cancelled ordered back, I refused because what person in theor right mnd would let a company that messed with the purchase to begin with recharge their card before getting the previous refund thats still owed back! these people are crazy... Then she tried to tell me it would take 24 hours to get a receipt from them when it didnt take them that long to take my money... I will write one of this everyday until my money is returned to me... My sister is in college near canada and this unprofessional company is delaying her from being warm upstate and im completely over it. The rep didnt even know what she was talking about. Completely ignored all my questions and couldnt figure out why the order was canceled, to begin with. I heard of l&t scamming people on other website but never knew it would happen to me... They took my money basically blamed it on my bank and is taking there sweet old time sending me my money back when it didnt take them long to snatch it out... This company is a scam and a fraud and ought to go bankrupt... If I dont get my money back by friday as stated by the sorry excuse for a rep pearl I will be writing to headquarters. Ohh yeah she also failed to advise me of her supervisor of managers information stating that she didnt have it... Nice to know lord and taylor has agents managing themselves thats probably why my ordered was canceled because they stole the money! I wouldnt even buy socks from this company if it was an ice age and this store was the only one open! negative zerooooooooooo stars for you guys and alllll your agents

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4:19 pm EDT

Lord & Taylor Employee

I couldn't find any sales help so went to another level to check out. The woman who overheard me tell the salesperson about my dilemma...it turns out she is the store manager...came over to tell me that there were 7 people and all I had to do was push a button to get service. I nicely said...I miss the old lord and Taylor...she responded extremely rudely and snidely said...I miss the old lord and Taylor customer. She then continued to "defend" her store instead of simply acknowledging my frustration in trying to find a sale person to pay. She was the opposite of customer friendly. She get telling me that she has been general manager for many years. I was simply astonished at her behavior as was my sister. The sales person who, checked me out said that her response made her cringe because it was so rude. Never uttered a nice word.
I asked the salesperson her name because this woman needs some help in customer service. Her name is KELLY MASIELLO. NATICK MALL STORE MANAGER.
I would appreciate a response. First time I have ever contacted L and T because usually people are so nice.
Thank
Adrienne Kaye

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5:04 pm EDT
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Lord & Taylor Customer service

This is for the sling of Prussia location. My first complaint is the returns counter. One counter, one person not always there and a line always.

My second complaint is one register in the middle of the store to purchase items. You have two check out people and a long line with employees standing around on the floor with little to do.

Sadly, I will not be shopping there often. It's a shame. My favorite store. For example today, I bought some items but on the way out saw more. I didn't purchase because I would have had to go back and stand on line. You lost a $200 purchase.

I will shop at Nordstrom going forward. They have much better customer service and you rarely wait. You should learn from them.

Thank you.

Kim Dieckhaus

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b goodman
Hartsdale, US
Nov 08, 2018 2:53 am EST

Lord and Taylor owes me $44 on a return

I have written 10 emails

I have written to their executives
They claim they credited it to my account
They have NOT done this
Perhaps they credited it to some one else's account but not to me

No answer and now it is 2 months that they owe me this money
I have written to Liz Rondell and no answer
I have written to a Fullerton and no answer

What kind of store is this?
Why are they keeping my money
how can I get some help

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4:04 pm EDT
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Lord & Taylor Jewelry

Location is Boston -Boylston Street 9/29 around 4 pm in the store. I found a on sale jewelry without a price tag, asked a sale associate to help, she take a look and said she cannt sale it to me and put the item away. I asked her if she can find a sameitem with a tag on the floor, she said what do you want me to do? Put down you phone and name? I asked if she can find a manager or some one else to help me she said she is the MANAGER! If she cannt help they can't. I saw the same items with price tag later on the floor myself. Clearly she is NOT helping at at! Her name is Roronie (if I spell it right). Very upset experience as a 20 years customer with Lord and Taylor.

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12:03 pm EDT

Lord & Taylor Two rings

We purchase two rings 30 days ago and when we returned them the store indicated that they could not accept the rings because they have been worn. How could you determine you do not like them or do not fit properly without wearing them? The receipts were there and the original tags. This is very unfair because 30 days are 30 days. The store supervisor was rude and this is not the way to conduct business? They did not even offer to select another option from the store. I am going to send a complain to the department of consumer protection and BBB.

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2:00 pm EDT
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Lord & Taylor Makeup

I recently bought makeup at lord and taylor in trumbull ct, not knowing my daughter bought me the same thing as a gift, I was in Danbury ct so went to the Lord and Taylor there to see if I can return what I bought, the sales lady said they work on commission so would not take it back, she was very rude about it, if she was nice and explained I would have understood, now I have all this makeup I probably won't use spent almost 200.00 I will pay my bill and close my account. Wanted to make you aware of this I think good customer service goes a long way. Thank you,
Diana Medeiros

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10:36 pm EDT

Lord & Taylor Received wrong items (3 times out of 7 orders)

During past 1 year, I have placed total of 7 orders from Lord and Taylor. 3 out of 7 times, I received either wrong item or missing item. Instead of correcting their errors and sending the missing item, I was told to simply return it and reorder them. Whole purpose of online shopping is for convenience. I had to talk to multiple representatives to try to resolve the issue but they would not correct the problem. Due to laziness...I just kept the wrong order and also reordered the item...which again, I received wrong order. After trying to resolve the issue, they again tell me to return them and reorder them...ended up keeping two of same incorrect order.
Today, I received completely different item...I'm just dumfounded by repeated errors by such a large corporation...

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5:53 pm EDT

Lord & Taylor Filthy dirty fjallraven kanken

I ordered this backpack from lord and taylor to be sure I wasn't going to be scammed, the bag came with lint and dirt marks everywhere looks as if it had been used. Fuming and they have no phone number to reach a representative! I want a refund on top of all this it was 80 dollars! 80 dollars for a backpack that looks as if it has been dragged around a warehouse floor. If I return it, Im sure it will be resold to someone else just as it most likely was to me.

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7:12 am EDT

Lord & Taylor Order overcharge and cancellation

I am beyond frustrated and angry that I received a confirmation for my order for two day delivery to find out that it was being cancelled. When I called the 800 customer service number, the representative informed me that it was cancelled for no reason. Also I was being charged on my card over $524.00 when the total order was $180.00! How does this make sense?! The representative was unhelpful and so was the "supervisor". Neither one could answer a simple question or why I wasn't receiving my order that was a gift or why I'm being overcharged and blamed my bank for the mistake! I wasted over 40 minutes trying to get a simple answer and then was hung up on. Maybe if your customer service was up to par you wouldn't be closing 20% of your stores. This awful service is a reflection of incompetent employees and even worse "management" skills. I've been shopping at lord & taylor for eternity and I will never spend a dollar at any of their stores/website again.

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susan ivy
, US
Oct 04, 2018 12:34 am EDT

Call your credit card company and open a dispute ASAP.

You are not alone. They are scam-artists and many people have been victims, including myself. There usual m.o. is to give a partial refund a tell you that you have to wait 30 days as per paypal's rules. You call paypal and they have no record of anything but the partial refund. You call back and get the run around...in my case for 3 months, until I got in contact with my credit card company. In 3 months all I got was outright lies, excuses, promises and wait times (it was always another 30 or 14-21 days...then another story and another wait time.

I just read that L&T will be selling some of their clothing on the walmart online site. They seem to be bidding their time, hoping people either forget or get fed up...I will not be surprised if they file for bankruptcy soon.

Good luck!

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10:40 am EDT
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Lord & Taylor Refund for broken items not received

I received a broken shipment (order #[protected]) on 6/2/18. I called and was told to email a pic. Since then I was told the refund was approved on 6/11/18. I was to wait an add'l 14-21 business days plus another 3-5 business days to post to my bank account. That never happened and they opened a new ticket #528214 on 7/23/18. Now the process begins again with 14-21 business days. This is absurd. I ordered and paid in good faith. A company as large as yours should know how to ship fragile purchases without breakage. At this point I should get the refund and an unbroken order. I am a very unhappy and soon to be disgruntled ex-customer.

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5:42 pm EDT
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Lord & Taylor Refund

I made an online purchase on March 19, 2018 and soon I returned the product due to the mismatch details shown on the website. The payment was made through gift card and credit card. However, I'm still waiting to receive my refund for my credit card. I called back and requested the refund several times, and still going nowhere as of 7/24/18. Every time customer service apologized the inconvenience but there is nothing done. There is one time, one associate hold my credit card company and was confirmed that I have been charged twice, but only refund once, however, there is still nothing can get done. Until today, I'm still chasing my refund! It's ridicules and unbelievable!

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4:18 pm EDT

Lord & Taylor Aaron grace store personnel ladies shoe dept. 2nd floor at 424 fifth avenue, nyc

If customer service at your store on 5th Avenue could have stooped to a newer low, it did for me today. I had selected several shoes and asked your employee Aaron Grace for help. He took my size, etc. I have attached a ticket of your employee in one of the shoes I wanted to try.
After waiting for more than several minutes another customer came over to me and told me how rude this individual was to her and then for me to experience the same situation how appalling ! While I was on my lunch hour I approached him and asked him where my shoes were and he became annoyed and walked by with a smirk and disregarded me like I was no one! He then proceeded to tell your other employees to not help me!

Who in g-d's name does he think he is? I asked several employees for the store manager and after asking 3 of them I was finally able to locate her after he went to her about me. She pulled me aside and I explained the situation to her. She apologized and then proceeded to try and help me while your indignant employee was watching and talking about me.

It is totally clear to me why your store on Fifth Avenue has declined to a new low. I am done shopping here as I do not need to be ABUSED BY YOUR STORE PERSONNEL!

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3:56 pm EDT

Lord & Taylor Refund request: poor, illogical online and pickup process — significant inconvenience

This is to inform you of my negative experience with Lord & Taylor, and to request a refund for my online order. In addition, please improve the process and communication for online ordering and pick up.

On July 13, 2018, I ordered lingerie for pick up at the Washington, DC location on Western Avenue. I needed it for a bridal shower on Saturday, so it was important that I was able to pick it up on Friday; otherwise, I would've selected shipping to my home.

I received the email below, which gave me no reason to believe anything other than the item simply needed to be pulled from the rack and prepared for me to pick up.
Also, I didn't receive any communication estimating pick up time, nor that it would need to be shipped from a store in another state--nothing that would prevent me from picking up my order on the same day.

Although I never received an email letting me know that the order was ready, it was getting late in the evening and I called to check the status of my order. Unfortunately, the customer service representative hung up on me after I asked to please repeat herself because I couldn't understand what she was trying to say to me. After that, I physically went to the store because I needed a gift before close of business anyway. I considered that after my initial poor response from customer service that maybe Lord & Taylor failed to send me the Pick Up email in a timely fashion.

Unfortunately, by the time I arrived, I still had not received a pick up email and was told that the item could've needed to come from another store and that's why it wasn't ready. With the help of a wonderful salesperson, Wendy, we discovered not only did the item not need to be shipped from another store, there were four items on the rack! A manager came to assist and I asked how this scenario could've happened (my order ignored and not prepared in a timely fashion) and she said that certain inventory was available for online orders vs shipping and maybe there was none available for online orders. Well, that not only sounded ridiculous, but as you can see in the attached, there were four items available under both the Pickup and Ship categories for the Washington store. When an item is on the floor and someone orders it, and advance pays for it at that, it should be made available.

Lord & Taylor further caused me a significant inconvenience when I discovered at the register that I had to repurchase the item! There is no explanation, particularly in this age of technology, that a customer should be required to repay for an item that they already paid for online. It's illogical and ridiculous. I was already inconvenienced and frustrated to learn that my item sat on the rack as I "sat" at home waiting for my Pick Up email (which didn't come until Saturday after I would've needed the item), but that Lord & Taylor thinks it's acceptable to tie up my funds because they have a flawed process for online ordering. The reason customers use online ordering is for convenience and streamline processing--this experience was the total opposite. I'm currently receiving emails daily informing me that my order is ready for pick up, and Lord & Taylor has collected funds for two items! The process is so flawed that my transactions are totally unrelated in the system!

Please credit my account as soon as possible, and invest resources to bring your company's process to the 21st century by leveraging the processes of other companies that have been successful in this area.

Sincerely,

[removed]

EMAIL RECEIVED:

July 13, 2018 at 12:49 PM

YOUR ORDER IS CONFIRMED

Order Number: [protected]

Order Date: 07/13/2018

One or more of your items is selected for in-store pick up. Your order is currently being processed, but we will send you an email when your item(s) are ready for pickup!

Please hold off on collecting your item(s) until you hear from us.

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8:48 am EDT

Lord & Taylor Refund not received

I returned 3 items totaling over $100 on June 7, 2018 and have yet to receive my refund. I paid with a gift card, I have not received a new gift card nor funds were added to my original gift card. I emailed customer service three times with no luck. Order number [protected]. Return tracking numnber 1Z19Y89E9097115393 via UPS. Please look into this matter. Thank you Oksana.

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7:40 pm EDT
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Lord & Taylor The sales woman was very rude and disrespectful at quicker bridge mall in new jersey, usa

I was shopping for a Coach handbags for my family, when I video recording the bags that I like, the sales woman told me don't do that, she said the security not allowed. I am wondering why? Is this your company's policy? It is really unreasonable that I never heard before. Why I cannot video recording the handbags? There are no secret for price, style ...
Also, there is nothing to do with security!
I don't feel I was being treated respectfully!
Please let me know what is your security policy?

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