Lord and Taylor Customer Service Complaints - page 3

JUST placed my FIRST AND LAST ORDER WITH LORD & TAYLOR. The item I ordered was too small, so needed to return. Called Customer Service and was instructed that since the item was just wrong size and not defective in some way, I will be charged $9.95 to return a $10.00 t-shirt. HORRIBLE CUSTOMER SERVICE, when so many other retailers now offer free shipping & returns.

I totally agree with Frustraded in May. This was not correct size, now I have to pay to return it and be docked $9.95 from my refund. Don't think I'll be using this site any longer. And I too did not have a return address label in my package. Very poor customer service. Since I don't have a store near me I have no other option than to send it back through mail.

I am having trouble printing a return label also but I will repack shipping summary with item to be return and pay postage hoping this will make my return easier.

I purchased a dress size 12 that is not true to size, way too small. The website states that a return label should have been in the package but it was not and I could not figure out how to print one. If I'm reading correctly I have to now pay the shipping cost to return the dress and pay a $9.50 fee for returning it - If this is accurate, terrible.

I have just returned from the UPS store paying almost 33 dollars to return two pairs of shoes that were much too big. I tried and tried to print a return label but was unable to get one. I was however able to print a return packaging slip which I put in the return package. This was horrible service and I will be really upset if you charge me anything for returning these shoes. Very frustrating and I will think twice before ever ordering from you again.

I purchased Clinique Sculptwear at hafe price in January. The cosmetic has expired. It was manufactured in 2015 and should not have been sold. Will Lord and Taylor give me my money back?

I wish you had sent me the correct shade,I could have gone to Macy's in my area but now I have to go out of my way to sent item back and I want it credited to my Lord and Taylor charge. Now I will go to Macy's and get the correct shade. This is a bad experience for a senior in her 80 who is trying to keep up with the modern world. Not so thankful

Carol W Bell

Lord and Taylor Returns and Refund

too large

It's original packaging should read its original packaging. No apostrophe

Do Not Order From Lord And Taylor! They Lost My Retun For Over $300 !!! No Refund!!!

They say there is a printed label in your shipment but there is none. They say you can print one out on line but you can't. Not a very good system. The invoice says they will charge you $9.50 for returns, they say on line they will charge you $6.50. Which is it???

I did not have a return label in my package to facilitate the return. It was also inconvenient that I had to go online to find out how to return a letter jacket which did not fit me as there were no instructions included with the parcel.

LT no longer has US Customer Service Representatives.

the shoes that I am returning one pair is to small and the other pair is to big. I am returning two tops I hit to many keys I only wanted to order one top

Impossibly to reach a US Customer Service Rep

This is the worst company to deal with. I mailed my return with lord and Taylor label. It got lost. I have USPS proof that it came to wearhouse.
Customer service don't want to talk to me. No money back.

Terrible experience with customer service call center trying to obtain refund after almost 2 months and company admittedly has record of receiving returned merchandise from online order that was never received. Call center is in the Philippines and being disconnected and put on hold for long wait times was a common experience. I have contacted the customer service call center 3 times in the past month and each time was more frustrating than the previous time. And so far and I have still not received my refund. I do not receive the promised call backs and have been disconnected at least two times every time I called. The most recent experience had me on hold for 45 minutes and then a supervisor cut me off. I had no way of getting back to this point without starting The Who,e frustrating process over again. And I just didn't have another fruitless hour to spend on the phone. I will never shop at Lord and Taylor again. These types of customer complaints about this store are prolific on the web.

On July 18, 2018 I received order number2003094485. When I opened the box I found 3 pair of earrings. Two pair of the earrings were defective. One pair was missing a feather which I found loose in a plastic bag. There is no way to re-attach this feather to the earring. The second pair was twisted and hung crooked. The third pair appears to be ok. I continued to examine the inside of the box to look for the forth pair of earrings that I ordered but only found an empty plastic bag. I called customer service and was told by a representative to return the items to a Lord and Taylor store. I responded by telling the representative that his response should have been I can return the items and we will waive the shipping cost. I also told that I had no way to get to a store and was unable to travel due to an illness. He kept insisting that I take it back to a store. This was the worst experience with a customer service representative in my 78 years. I told the representative tha I would be calling American Express and disputing the charge. Not only did I receive defectve items but the order was not complete. Who sends out an empty bag.

I called today to verify that a price adjustment I called for yesterday, was done. Just for reference, when I've called for a price adjustments with Macy's, its done, then and there, with the same person and I get an email within an hour showing me the information. As was done yesterday at L & T, the first person I got on the phone couldn't make the adjustment and had to transfer me to customer service to have it done. So, same as yesterday, I was transferred to customer service to check on the adjustment. The person told me, "Yes the price was adjusted 15% and you will get an email in 2 to 3 weeks confirming it". (You've got to be kidding). I said, first of all, the item was supposed to be adjusted from $96. to $83. and then I was supposed to get an extra 15% off as a courtesy for poor service in the past! I asked, "What was it adjusted to, I was given an $ amount yesterday"? The person could not tell me, they could only give me a case #!! I asked could I speak to somebody that can give me the information I called for? They transferred me to a supervisor I guess, who could not give me anymore information. Everything with L & T is a project, nothing is simple or efficient, and nobody seems to know what their doing. I went to pick up a dress in a store last week that I held an hour before, in the dress dept. When I got there, they told me their doing inventory, the door is locked to where it would have been held, and I couldn't get it!!! I said, "I literally called and hour ago, why wouldn't somebody have told me that I wouldn't be able to pick it up"!! Not one of these women, and there were at least 3 involved, thought to check the other register in the dress dept. to see if it was held there, which it was. It took them like 10 minutes to think of it. I wasn't familiar with the store so I didn't know there was another register in the dept., otherwise I would have thought of it in a second. Common sense! It takes at least 3 days to just process an online order and then your shipping choice is also horrible -Smart Post. I live on Long Island, NY, and a few of my orders have originated from Brooklyn, NY. They, then go to two Smart Post locations in Edison and Kearney New Jersey before they come back to New York to be delivered to my local Post Office! (not even directly to me!). I ordered something from Macy's on June 21st, the same day I ordered the items from L & T, in question. I'm getting the Macy's order today, June 23rd, where my L & T order is still processing, then it will be another 2 to 3 days for it to get a tracking number and get to a Fed Ex location, and then it will bounce around to various Smart Post locations before coming to my local Post Office, ridiculous!

My response to a L&T Service Excellence representative:
I appreciate you listening to my grievence, and keeping the gate for the person whom you rport to. You do it very well.

After numerous calls to your 'Customer Service' (???) team, having been put on hold for extended time, to be rolled into The Phillipins, where you confirmed that the Lord & Taylor leadership resides, I am not satisfied with the repsonse. Per your suggestion, I will dispute the charge for the item that I returned but was not given credit for, with my credit card company.

It appears that there are no grown-ups to mind the playground, but if there is a leadership team for the customer service department, they should know that it's not anywhere near satisfactory to call it 'Service Excellence'.

There must be someone that you report to. Please forward this correspondence to them, and ask them to contact me.

I've been a customer at Lord & Taylor for over 40 years, my mother before that. A few months ago the company's website started rejecting my credit card. I checked with my bank and there is no issue. After repeated phone calls, I was told I was blocked by their website because of a charge back and to contact my bank. My bank has no idea why. Lord and Taylor can't tell. A promised phone call within 30 minutes never came. Obviously this company no longer wants my business.

I called customer service for checking them if my previous order has been cancelled or not. The guy did not confirm what he understood and kept saying ok ok ok and went ahead and cancelled all my orders. Team of jerks sitting in customer service.

I Need A Return Label

1)returns with cash receipt require to show an id?
That would be outrageous, don't you think?

2) Lord & Taylor card Accounts opened way back many years ago, require to provide SS & Date of birth? Outrageous, again.Just because Capital Bank, now, wants it? How about before, none of the banks Lord and Taylor used requested it. Don't you realize how much id theft is going on that companies cannot handle? I would like an answer from the most higher up. Thanks