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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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10:59 am EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

Lord & Taylor Problem resolving credit card overcharge

Please do not
When I opened my Lord & Taylor credit card, I was told I would receive 15% off the purchase I made that day.

I got my statement, but the 15% credit did not appear. I thought it would be a simple matter of calling the credit card company and getting a credit to my account. However, the credit card company said that it would take two billing cycles for the credit to appear, and, if I only paid the amount I was supposed to be charged, I would be charged interest on the remaining balance until the credit was applied, and that the interest would not be refunded.

When I asked why it would take two billing cycles, they said they had to contact Lord & Taylor to verify the purchase. This does not make sense, since they had a record of the purchase on the credit card bill they had sent me. I have had issues with both my Macy's and Nordstrom credit cards, and the issues have been resolved immediately, so this seems like a bit of a scam.

I will use it to spend the credit, but, after that, it will be destroyed.

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Resolved

I just checked my online statement and they processed the credit. My question still is why did I have to spend a really exasperating hour on the phone with two credit card customer service representatives, one supervisor and a Lord & Taylor customer service representative arguing that I should receive the refund before two credit cycles if they were able to resolve it right away. As I wrote in my initial complaint, when there have been issues with my Macy's or Nordstrom credit cards, they have been resolved immediately. This was still, hands down, the worst department store credit card experience I have ever had.

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9:30 pm EDT
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Lord & Taylor Refund

I returned 2 pairs of shoes, so far they have not refunded my second pair. I also order another pair of the same shoe. So now I owe 3 pairs of shoes. Its rediculious how fast they charge you the fees. I also called to complain about why I returned the shoe. I had to call to a different country and could not understand what heck she was saying. She promised I would get $30.00 as a sorry for inconveniences. Well low & behold this nice jester was never recorded. Called back again she said no we do not give $30.00 we only give 20%. 5/28/2018 has begun this nightmere. I will never order from them again. Still waiting for 2nd pair refund plus 20%. 5 to 7 days has begun a month. Stay away from this store!

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2:36 pm EDT

Lord & Taylor Waiting for refund, going on 7 weeks...

This is probably the worst higher end department store I have ever dealt with. It is UNBELIEVABLE that they continue to let their customer service to be this bad. Even after all these horrible reviews! I will NEVER EVER step foot in that store again nor ever order anything online. They should walk over to Macys and observe their customer service and learn from them! I sent back a gown and shoes the day after I received them on May 1st, it is now June 19th and I STILL have not gotten a credit to my credit card. First it took the dress 1 month to arrive after NUMEROUS calls, then they couldnt "find" it in the wearhouse?! So they cancelled the order twice and placed the order again. That was only after I got someone on the phone that spoke English! Then I sent the dress back due to the fact it arrived to late and 7 weeks later and still no refund yet they have the dress! I have placed 3 calls, have not gotten a person yet who speaks English and still nothing. Even the little internet websites that you order off of have better customer service than this huge entity! STAY AWAY. I am sorry Macys for cheating on you, I will NEVER make that mistake again. Lord and Taylor you really need to 1st get your Customer Service together, and have your agents here in America that speak English and know what they are doing! Absolute disgrace. I will post my experience everywhere possible so this does not happen to others. I am still out over $200 and they have my merchandise!

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3:53 pm EDT

Lord & Taylor Waiting for refund on returned shoes!

On April 20, 2018 I returned 3 pairs of women's shoes to Keystone Blvd, Pottsville, PA as instructed by Lord & Taylor. I kept the tracking number and the shoes were received on April 24, 2018.

I've called customer service at Lord & Taylor 6 times. I have a case #. But still no money!

Everytime I call I have to tell my story all over again. I'm tired of it all. And will think twice before I ever give L&T my business in the future!
Still waiting for my refund.

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1:26 pm EDT

Lord & Taylor Delivery

I went to a Lord & Taylor store on 4/18 and ordered (#[protected]) the perfect dress in my size for a gala on April 28th. I was told it would arrive 5-8 days. No problem I had 11 days until my event. On Tuesday 4/24 when I realize I don't have my dress yet I can customer service. I was told it is 5-8 business days and the day I ordered doesn't count so I say overnight me another one. They say they can't do that as an "overnight" won't arrive until 4/28 either. OK I say find me another one in another store and I am told there is no other dress to be found in my state but I am assured it will arrive 4/28. So I hold my breath and wait and wait and it never arrives. I then must put on an old dress and give a speech to 600 people. It is now 2pm on 4/29 and dress still hasn't arrived. Lord & Taylor you have lost be as a customer. Amazon will rule everything as they can get me products and now clothing next day. I write this as I have already waited for 45 minutes on hold to speak with customer service #lordandtaylordoesnotgetit #unhappycustomer #poorservice

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1:22 pm EDT

Lord & Taylor Customer service

An employee named Ray or Rey (she did not provide last name) was very rude & nasty with me over the phone. I called to inquire if the store had a certain item in stock & she proceeded to hang up on me (twice)) & was very belligerent & disrespectful to me. I am not the type of person to make complain about customer service; however I was so offended by this person's behavior I had to bring it to your attention. On the other hand I've had nothing but good experiences with your business & staff. Thank you, Able

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Hassan Tajick
, US
Apr 23, 2019 9:12 am EDT

Lord & Taylor has been my Dept. Store for many many Years! I love the Store so much that when July 11, 2009, the Store closed at Land Mark Ctr. I was very Disappointed ! However, Ever since, I have been Shopping at Tyson Corner. I believe that there are the most Awesome & Amazing people working there. Last Week, I went there and I met Mrs. Nasreen (Asst # 226149) who was very Respectful, Courteous, Knowledgeable, and most of all very Friendly ! I really enjoyed talking with her. It goes without saying that Lord & Taylor always has been Hiring the most wonderful people ! Even though it takes me long time to get there, but to me it is really "WORTH"it ! As an Educator, I have to say Honesty that The Grade of this Dept. Store is "A++"!
You all are doing Fantastic Job! Keep up the Great Work !
God Bless & Have a Great Day Everyone !
Hope to See You All Soon Again!
Respectfully
S. Khalili

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1:08 pm EDT

Lord & Taylor Rude associate and lack of employees

I am dumbfounded by the lack of employee assistance in this Lord & Taylor location. I took me walking over to another counter to find assistance at the women's Designer Sunglasses. I was told "The lady at that counter is over there by the watches" by an employee who was busy assisting another counter. Finally After the "employee at the watch counter" was finished assisting her customer I had to stand there for a few minutes until she was done chatting and drinking her water until she finally acknowledged me. Unfortunately, this employee disappeared after I told her I would be right back to purchase sunglasses as I was waiting for my boyfriend to come downstairs from the men's dept. I have never seen anything like this.. waitingfor assistance to make a purchase in a store that maybe had all of 5-10 customers in there at this time. Finally I received assistance from a lovely woman who did not even work in the dept. She was the same women who assisted me in your cosmetics dept because there was only 1 employee for that WHOLE dept. but she was busy assisting someone already. This employee whose name is listed on my receipt im assuming was WONDERFUL but inexperienced in both dept's I was shopping in. I felt bad for her because she was trying to be so helpful but it was obvious she was not trained in either dept. She asked another employee for assistance in just telling her where she can find cases for both pair of sunglasses I had purchased. She finally got this employee to help her about another 1/2 hr of me waiting around. This rude employee (i didn't get her name but she was an older Asian woman)tried giving me 2 sunglass cases that were way to small for sunglasses I purchased. She had my sunglasses in her hand and she threw them down on counter, (lens side down) and said this was only cases available. As you can see I didn't purchase a pair of $1 sunglasses! How dare she treat my items that were already purchased like that! This asian women also started an argument in front of me with the nice employee Carmen listed on receipt. I've worked in retail before many years ago and if I could remember that type of behavior should not be done in front of customer's. This complaint may be long and drags on but I am really so shocked of the experience I had on Tues afternoon. I usually shop in the Scarsdale location and will never again return to the Yonkers location! The only thing that kept me there at your store to spend my money was the assistance from Carmen I finally received after searching for help. The rest of the staff that afternoon was useless! I strongly suggest hiring more employees and working on the way your employees act in front of customers!
-Jessica

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3:59 pm EDT

Lord & Taylor Unprofessional behavior of eddie the store manager

I am writing to complain about very unprofessional and rude behavior of your employee Eddie who identified himself as the store manager.

On 4/14/2018, my wife and I had visited Lord and Taylor Store in Willowbrook Mall, Wayne, New Jersey around 7.30 to 8.20 pm.

My wife selected a few shirts a from men's section and proceeded to the checkout counter.

While at the checkout counter the price marked on one of the shirt's was different than on your POS system and the cashier expressed his inability to honor your sticker price, upon this my wife requested to call a manager.

A person named Eddie who identified himself as the manager came to the checkout counter and in a very rude manner said that he will not honor the sticker price because customers change the price stickers on the product .

Being felt accused and humiliated for cheating my wife asked Eddie to go thru the security tapes which he refused and in a very unprofessional and rude manner said "I will not honor the sticker price and that is the end of the story" and walked away from the checkout counter. We were totally shocked and insulted by this behavior.

Eddie did not even have he courtesy to offer an alternative solution due to which we had no choice but to walk out of the store without purchasing other five shirts.

Due to the above mentioned rude and unprofessional behavior of Eddie the store manager, we are apprehensive of shopping at your stores. Who wants to be insulted by people like Eddie when we are willing to spend time and our hard earned money at your stores.

We have shopped many time at Lord and Taylor in Wayne as well as Paramus stores in New Jersey and always had a pleasant experience until our visit to the Wayne store on 4/14/2018

I hope Lord and Taylor investigates this incident.

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Kayla Texidor
, US
Apr 17, 2018 10:00 am EDT

Hi Desai,

We are terribly sorry to hear of this matter and apologize for any inconvenience this may have caused you.
If possible, please email our Social Media Team with contact information, as we would like to review this matter and properly address at, Service@s5a.com.
Thank you.

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2:37 pm EST

Lord & Taylor hr department at king of prussia store

I'm writing in because I was a seasonal worker for lord and taylor at the king of Prussia store for women's shoes for stock. I was out on medical and was told I was being kept after seasonal I just Needed to bring in documents from my doctor because I was out the whole month of December. I was terminated last Saturday saying my seasonal position had needed which was never told me because I was told there were no hours and I was just waited on hours to be called into work. I also was told I was in the system as not hirable due to not showing up for the month of December my show manager did not inform HR in the store that I would be out on medical I was treated very poorly by hr until I showed her proof that I was out on medical and could not show up due to being under my doctors care. This has effected lu heath due to anxiety attacks and I was not informed seasonal was ended and i would apply for more open positions so on top of being treated poorly I don't have a job as well.

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2:38 pm EST

Lord & Taylor Dishonest return policy

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)

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6:46 pm EST
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Lord & Taylor Unlocking password in my lord&taylor.com account

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

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Evelyne Neiman
, CA
Apr 01, 2018 1:13 pm EDT

I put my email address but forgot my password. You keep on writing you are sending me a code to be able to enter so I can create a new password. It is the 4 time. I get nothing from you in my mailbox, why? neimanevelyne22@gmail.com

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10:17 am EST
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Lord & Taylor Advertised merchandise

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.

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6:09 pm EST

Lord & Taylor Order didn't get delivered as promised

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.

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9:40 pm EST
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Lord & Taylor Customer service: rude staff is unacceptable

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

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zoreh zadeh
, US
May 05, 2019 9:51 pm EDT

I am a customer of lord and Taylor over 20 years, today I had a worst experience in lite and Taylor Huntington, New York
Walt with-man Mall,
I was returning my dress which I never used, and there was a staff sales person that was in cashier to make the return, her name was Imani
No last name !
She insulted me and was so rude and talking laud and told me that
She had to give the return request to security
Since there was a sticker on the return stickers, I had all the receipts and sticker however,
She was so mean and I really want to complain about that staff in lord and Taylor in Long Island Huntington, I asked for the manger
And after a while manger came and only gave me store credit,
The salesperson followed me and was talking loudly that I needed to wait to security Che k the sticker !
I hope I won’t see that woman any more there !
It happened on Sunday at 5 pm 05/05/19

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12:01 pm EST

Lord & Taylor Lost christmas package contain boots order number [protected] that were purchase with my lord and taylor credit card

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].

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2:09 pm EST
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Lord & Taylor Online shopping and customer service

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!

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7:51 am EST
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Lord & Taylor Clothing

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?

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6:05 pm EST
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Lord & Taylor Online shopping

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

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Regina Murphy
, US
Dec 03, 2019 11:59 pm EST

Multiply your bad experience with Lord & Taylor online orders and customer service by 10 and that is what I just went through for over an hour.
This isn't the first time with them but it will be my last!

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3:06 pm EST
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Lord & Taylor Online store is shockingly bad

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.

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9:16 am EST
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Lord & Taylor Order placed on black friday

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.

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