Lord & Taylor
reviews and complaints

Charged an item which cost $35.45. It did not fit and it was returned. My card was only credited $27.50 . When I called to inquire the woman at the customer service desk said there was a handling fee of $7.00. When I pointed out the difference was $7.95 she said there was not a handling fee and the full amount would be credited. I asked her was there a handling fee or not and why were we not refunded the full amount of our purchase? She aid she did not know. I asked her to put someone on the phone who did know. She said no one knew. I asked for her manager, she said she only had a supervisor, not a manager. Ridiculous. What has happened to this store?
The ticket # 461206. Date of purchase 1/2/2108
Return date 1/15/2018 ( via Fed Ex)

Hello. I have been trying to have my password unlocked from my Lord&Taylor online account since the holidays! 5Xs everyone in customer service via telephone, has told me they will send email to Corp. office about this. That they will contact me by email regarding this problem. Nothing has happened. No email. No phone call. I have had to make online accounts for family members(my husband and daughter) to use my visa card and after success one with each of these, those account passwords were also locked and the link to reset them was not a usable link like the ones they have been sending me. I am in Mexico now, on vacation and still cannot get this problem resolved. I would also like to order online asap. I do not have my Lord&Taylor card with me but it is saved in my account so I can use it as soon as this problem is handled correctly.

Sincerely,
Lynn Kosek lynn.[protected]@yahoo.com

On december 31, 2017 sunday. I was online shopping at www.lord&taylor.com. I went to the home screen. I click in the search engine box for adidas items. The noticed sale came up; buy adidas get adidas, buy adidas get adidas for the whole family. I selected 8 items but tried to purchase a total 10 items. I got to the purchase part of the screen and none of the items came up the online sale price. I called your 800 number, the first customer service person out right said no, she couldn't find it. I called back. I got another customer service rep to rechecked. After walking the agent through, he was able to find the sale. Perfect, or so I thought. I gave him all the item numbers and suddenly, not one item were available. Wow really... I told him, no problem because I had all the items in my basket, what's the promo code... He said, he didn't have one. I waited to speak with what I thought was a supervisor (he told me it was a supervisor). She at first said, I didn't see what I saw... I walked the pretend supervisor step by step to get to the sale items by adidas.. She said, she found them after 45 minutes and 11 seconds, she too said, she couldn't get the prices adjusted and I needed to speak to a "supervisor" because there wasn't one on the floor. She told me to call back in an hour. I informed her, that my battery was completely charge and I would simply wait. One hour and 22 minutes later another man got on the man, he said he was actually a supervisor, but who knows... He said, no he would not honor the sale..
I was left unsatisfied and distraught by the practices of lord&taylor practices.

I ordered a dress as Christmas gift for my daughter on 12/20 before 12 noon through your online portal. It advertised as generated delivery before Christmas. And I trusted the words. However by today I still didn't received my order so I called Customer service, the service rep told me the package will be delivered on the 26 (the day after Christmas) base on the tracking information. I'm very upset, wanted to make a formal complain to the manager, Melvie (the service rep) hang off on me when I was complaining and making the request.

I'm for sure will take my lesson, not to trust Lord and Taylor in the future. But I do want to share my experience with you to see how do you feel if you were me.

I have never been so appalled with customer service as I have been at the Garden State location today. I called to check if there was an item in stock for a family member's birthday and was transferred to the the jewelry department where I was incredibly RUDELY greeted by a woman who told me I would have to wait because they were just too busy. I sat on the phone for an hour listening to several transactions take place and hearing her have conversations with coworkers at which various points I tried saying hello with no luck. After an hour had passed I used my husband's phone to call the store (while I was still on hold on my phone) and was transferred to another line in the jewelry department. I was "helped" by an associate named Denton who was just about to transfer me again to the rude associate (I believe her name was Grace) at which point I explained to him what had happened and that I would like to know the name of who I spoke with earlier so that I can let management know how unprofessional she had been. Not only was it like pulling teeth to find out the associates' names but after barely trying to figure out what had happened he got back on the phone and told me I must have called another location because no one recalled putting me on hold. I let him know that I had heard his voice during the last transaction (before the associate hung up on me) and that I knew that I had called. At this point I was growing incredibly frustrated that I had been so rudely addressed after waiting as long as I did and being told "no - no one here put you on hold." I'm not sure why anyone would have a reason to make that up, which I let Denton know and eventually asked for the name of all associates that were working this evening in the hopes that this store will address the lack of professionalism on the entire jewelry staff. (Grace / Denton / Sheila)

I have been going to Lord and Taylor for most of my life and my grandmother would always speak so highly of it as a business and in regards to staff. As someone who has worked most of my life with people and in relation to very high end brands, Lord and Taylor nowadays is unfortunately a huge disappointment and while I have recommended people purchase from you in the past, I will no longer continue to do so. This is not the first time I've walked out of this location surprised at the lack of courtesy shown by the staff. I will not only be making my purchases elsewhere but will also tell everyone I know to do the same until you hire people that actually know how to work with the public.

Sincerely,
Andrea B

I ordered a pair of boots for a Christmas gift. I ordered this gift from Lord and Taylor. The Lord and Taylor order number is [protected]

Lord and Taylor sent the packaged to be mailed to FedX then FedX sent the package to US postal service. The Fedx tracking number is [protected] FedX states it delivered and it was not delivered. The US postals office didn't delivered the package.

I did not receive this gift. Please have a agent give me a call at [protected].

I ordered a brooch on Lord and Taylor website on December 10 and received an empty box with only the invoice from them yesterday. Had to spend an hour on the phone with the customer service for them to pull up the order, figured out what went wrong and informed me the item was no longer in stock. I then was asked to send pictures of the empty box to their email as proof... For all this hassle, I was told they would issue a refund for my inconvenience... I"m sorry, but I didn't realize refund was ever considered a form of compensation for inconveniencing the customers when they never received the products they paid for the first place! I can't believe how icompetent and backward this company is. Will certainly take my business elsewhere in the future!

Placed an order for 3 items on November 29, 2017 totaling $174.75. However how convenient for Lord and Taylor to withdraw $524.25 from my bank account without my knowledge!. Now they are giving me the runaround in trying to get the money back into my account. I also inquired about an address that I can write and letter to and the customer rep told me that they are "not allowed to give me that information" Are you kidding me?

I am now even more furious that I was when I started this complaint. It won't let me submit it I am computer savvy and I do not Understand why everything that has to do with your company online is so incompetent. I've spent more time reloading and refreshing pages and a gray screen coming across date and locking it down. I am working from an iPhone 7 it is new I know how to operate it and my Internet is awesome so don't blame it on me. My complaint is when my bill came for my merchandise that was ordered online I was charged full price. When I placed my order online it gave me a 30% discount. When I called customer service I had a language barrier. I speak perfect English so it wasn't on my end. I was put on hold twice one time for seven minutes that is not acceptable. The seven minutes I was on hold with so she could check to see if I would get my 30% off. I was entitled to it my order said it was one 3720 and no one should tell me I will check on it please hold the third time I was asked to be on hold I refused. When I started this whole adventure 40 minutes ago, 20 minutes and 30 seconds on the phone with a representative, I was in a pleasant mood with plenty of time to spare now I am truely aggravated I am a very good Lord and Taylor client I am at Lorden Taylor shop her first choice I don't feel that this is my problem I placed an order and there should have been no time that I had to absorb due to error

This has to be the worst online experience every. 3 hours on a call with customer service because the order was never shipped although I was charged twice for over $850

I've filed fraud charges, complaints and am doing a social media awareness campaign.

How can a company stay in business? Do they charge by the minute for s#itty customer service calls? Is that the business model? Because nothing else works - not the website - not their email system, not their refund system.

Tried to place an order on Black Friday with an e gift card and spend four hours trying to do so. Bottom line no matter which credit card I had to post (why I had to give my credit card, I still do not understand as the E gift card amount more than covered my order. Finally gave up about 11:30 pm very agitated and called my daughter telling her never to gift me with a Lord & Taylor. But that is not the end of the story. Yesterday I checked my Capital One account and was shocked to see a charge from Lord & Taylor for the very same merchandise I had tried to order with my gift card. Called Customer Service and hung on for approximately 25 minutes before hanging up. I did write to the Lord & Taylor CEO, but this was prior to my finding out I had a charge on my Visa Card. Lord & Taylor better get its act together -- I remember the days when shopping at your store and website was a pleasure. When my order is received I will return it -- I want nothing to do with Lord & Taylor.

In summary:

Lord and Taylor is by far the most frustrating and unreliable company I have ever had to deal with. I'm used to companies like Nordstrom and Zappos, with quick, impeccable customer service, and policies that do everything they can to ensure your shopping experience is a pleasant one. It took me 8 emails and 2 phone calls for my situation to be fully addressed, and I am still waiting for it to be resolved ten days after my first attempt. For being the "oldest luxury department store" in the U.S., I expected much more than this.

Although the multiple customer care representatives I spoke with were polite and tried to help, it seemed like they were simply offering scripted replies because there wasn't much they could do. I've worked in retail and customer service for 3+ years so I know what it's like to have no control over corporate policy. I don't have any problems with the individuals I spoke with, but it was a constant struggle to get the company to even acknowledge that anything was wrong.

Apparently, Lord and Taylor's website "doesn't update in real time, " so there is always a possibility that all or part of an order gets cancelled. How is this business still functioning? I have never once run into this issue anywhere else in all my years of shopping online. On top of that, the company either cannot or does not credit money back to the account in a timely manner, which is simply unbelievable. Two or three days I understand, but ten and counting? Every step of getting my money back for a situation out of my control has been a hurdle that apparently requires 3-5 business days to investigate, and 3-5 more business days for the money to make it into my account.

I am fortunate that I have both the time to deal with this ridiculous situation, and that I am not in financial need of the money right away. I can't even imagine how much more stressful and absurd this would be if that weren't the case. This whole ordeal has left me in furious disbelief at the deceit and manipulation of this well-known company. Needless to say, I will absolutely not be doing business with Lord and Taylor in the future.

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Full account:

I ordered two pairs of shoes in the same style and different sizes, and it seemed like everything was fine until I opened the package and saw only one pair. The invoice stated that one of the sizes was "Cancelled - Out of Stock". I thought it was strange and mildly irritating that there was no prior communication about the shoes being out of stock, nor was there a credit back to my account after I was charged for something that was unavailable. But I chalked it up to an oversight and figured it would be a pretty easy fix for an understandable situation.

When I emailed Lord and Taylor about this mistake, I was first told the shoes had been delivered, and I had to respond saying that, yes, I did receive a package, but with only half of my order. I included a photo of the invoice and order with this message, only to be told again that "both pairs were shown as being delivered", and to wait two more days to see if the other pair showed up before contacting customer service. Again I gave the company the benefit of the doubt, even though it seemed pretty obvious to me that I would not be receiving an item that was "cancelled" and "out of stock".

Lo and behold, two days passed and nothing turned up on my doorstep. Five days after my initial attempt, Lord and Taylor finally submitted a case for review that would take "5-7 business days to receive". After waiting two days, I called customer service to check on its status, and also see if I could get a complimentary return label for the pair of shoes I did receive (too small). I was so tired of dealing with this company and its lack of initiative in resolving my issues. I had stated that I wished to return them in my very first message, and while the representative was pleasantly agreeable and sent me a label, it seems like a minor courtesy that Lord and Taylor should have offered at the onset as a mark of good customer service, and for all the inconvenience that stemmed from their mistake.

I thought that was the end of it, but I REALLY wanted these shoes, and noticed soon after that they were shown as available online in the exact size and color that I ordered and never received. So I called customer service once again to see if they could somehow just send me this pair and forget about the case/refund. I knew it was a lot to ask and was disappointed but not too surprised when I was told I would have to place another order. I placed an order with the representative but was understandably concerned that it would get cancelled yet again. It was only after I expressed my exasperation with my experience and pressed the representative that she admitted that, yes, that could very well happen. Apparently, because Lord and Taylor's website isn't updated in real time, there is essentially no guarantee that a customer will get what they actually ordered. (Truly astonishing. Other online retailers seem to managing the impossible.) However, the representative assured me that if that were to happen, my card would not be charged for the cancelled order - which was comforting, but unfortunately, that wasn't the case with my original purchase.

Two days after I placed this new order, I received an email saying it was cancelled. Honestly, I expected it at this point. Ten days have passed since I sent my first message, and I am still waiting for a refund for a product I never received. I plan on keeping a copy of my invoice when I send in the shoes for return because I wouldn't put it past this company to dismiss my case or pretend like it never happened. Get it together, Lord and Taylor.

On 10/21/17 I ordered 3 dresses online. Today is 11/18/17 and they still have not arrived. I have contacted customer service via phone and online numerous times and nobody can/will tell me where my order is, just delayed in shipping. One of the CS representatives told me I should return the items if I am not happy with how long it takes. Yesterday I was issued a credit through my credit card company? When I called Lord and Taylor they said that the items were never shipped and are out of stock. Why would I be provided tracking numbers, given dates when the items were to be delivered if they were never shipped? The absolute worst customer service I have ever encountered.

Terrible customer service provided by female associate - may have been unpaid intern from college who was rude and could not handle basic question. Called management to complain spoke with Judith and Hannah. Totally blown off. I used to occasionally shop here but the store has poor management.

I visited your Natick, MA store yesterday. Because I had somewhere to be at 11:00, I was waiting for the doors to open at 10:00 along with 2 mall employees and 1 L&T employee until after 10:00. Your employee was late and frantically calling her manager because her badge would not open the door. Once inside, I walked the length of the store without seeing a salesperson. I asked Kelly, the General Manager, (the person who opened the door late ) where I could return some luggage. She said I could take it to any register. She got defensive when I told her that there were no salespeople on the floor. We walked back to Women's together where she had to call someone over. Two salespeople then had to open their registers. They were finally ready to take customers at 10:13. I had two bags to return. I had a receipt or one of them only. The other one was sent to me directly from the vendor without a receipt. I anticipated there would be issues so I printed out the original order as well as the item pages from your website. None of the item numbers matched. After going from a register with your new system to a register with your old system and back to the register with the new system, I finally received the correct amount of credit for the returns after the salesperson had to return the items "without a receipt" and manually adjusted the prices. I then went downstairs to make a handbag return with a receipt. A salesperson was showing a new employee how to do a return which again was an issue. After we went to three different registers (new system to old system to new system again), once again the salesperson could only process the return "with no receipt" by manually adjusting the price. My third return was in Shoes and the employee had to go from the new system register to the old system register to process the return. When I told her the same thing happened in two other departments, she was relieved to know that it wasn't just her.

This was the last straw! Because your overall store and online shopping experience have been outdated for a very long time, I welcomed the implementation of your new system. However, I have been very dissatisfied with your website as well as my store experiences since the new system was implemented. It actually maybe worse. Unfortunately, I was in the Natick store the day the new system was implemented and I was taken to three registers before I could check out. The system issues should have been worked out by now. I have at times not been able to place online orders and I have had to call Customer Service to get my orders released for shipping on a few occasions.

Although I have been a loyal customer for a long time, I will no longer be shopping at your store. It is not worth the aggravation. I can get the same merchandise at Macy’s and most times at a better price. There also appears to be a lot of employee turnover and fewer customers.

On June 18th, my son ordered shoes online from Lord & Taylor with his Walmart Visa Debit Card. He didn't get confirmation of the order so he placed it again. Still no confirmation. I called Lord & Taylor customer service on 6/19 and they told me the order wasn't showing to call the next day. I called again on 6/20 and spoke with Dawn in customer service. She explained that they didn't accept Walmart Visa Debit Cards for online purchases and in about 10 days the money would be refunded to the gift card. I called again on 6/27 & 6/30 because there was still no refund. That customer service rep. told me I should put in a case #, however, there was no reason the money shouldn't be refunded. I submitted the case for review and was told that would be about 5-7 days. Called again on 7/7 to check on it and was told that it hadn't even been looked at yet. I called on 7/11 and the customer service rep. told me there was a reply to my case. I was told they couldn't refund the money because there was no order. I told them that I explained that in my case and that they took the money the day the order was placed. They said they couldn't refund that money because they didn't have it. I asked again, where the money was because they were quick to take it when this order was placed and I was told there was nothing they can do about it. This is absolutely a rip off. They took the $159.90 off the card and won't return it. How do I get it returned to the Walmart Visa Debit Gift Card?

I have tried unsuccessfully repeatedly to purchase nearly $500 worth of merchandise. Either I get all the way to the final page to submit the order and receive an alert "Order cannot be completed, " or the order goes through, complete with an confirmation code, and I get an almost immediate email notifying me of cancellation of the order. I then have tried calling directly (call center in the Philippine's) to place the order, spending over 2 hours through two phone calls, to place the order, have had the rep make sure the items are in stock, and then complete the order, with the same outcome: a subsequent email stating the order cancellation. Horrible!

I had a terrible experience with Lord and Taylor! I have purchased a gift card with a $200 value as a present for my wife and when she tried to use the card it said that there was $0 balance.
I contacted Lord and Taylor customer service and explained the situation. They asked our gift card number, some personal information and asked us to wait on hold. After 30 minutes of waiting they just disconnected. I called again and the same thing happened. They did not resolve our issue, we did not get a replacement gift card and money was not refunded. This Lord and Taylor company is a total scam!

Bought $500 in gift cards for friend on lord & Taylor's website. Received confirmation and debit card charged immediately.

2 days later spoke with phone rep who confirmed items are 100% arriving before next Friday.

4 days later spoke with phone rep who confirmed items are 100% arriving before Friday.

Thursday comes, I call their toll free, rep tells me 100% not coming by Friday and in fact gift cards haven't been shipped yet. Tells me they will not cancel order despite they still haven't shipped items and twice provided completely false info.

HORRIBLE NASTY CUSTOMER SERVICE AND OUTDATED FULFILLMENT SYSTEM.

You deserve to go bankrupt immediately.

12 days later STILL

Today, 7/9/16, Lord & Taylor repeatedly put me through the online checkout process, put a hold on my credit card, and then displayed a message that says 'THERE IS A PROBLEM WITH YOUR ORDER' . I tried repeatedly to check out with 3 items in my basket that were all labeled "In Stock" - using 3 different credit cards, and had the same problem with all of them! After calling Lord and Taylor customer service they stated that they would release the holds with 24-48 hours and wasn't sure why I had the problem.
I do almost 100% of all my shopping online - PROBABLY ABOUT $10, 000 ANNUALLY - and this is the worst online site I have ever encountered. I WILL BE CONTACTING MY CREDIT CARD COMPANY AND NEVER SHOPPING AT THIS SITE AGAIN.