Read the reviews below to see the experience other people have had when dealing with customer service from Lord and Taylor.
I need to return a dress to lord and Taylor. when I go into the tab for returns it is telling me that the return is in process. I have not even sent the dress. Also the number that I call. on your web site is not a custom service number. I need a number to call and speak with someone so I can return the dress.
I am tired of my order being cancelled and refunded and then ordered again ... shipping emails. Items removed place again my bank account and my patience can't handle! 3 days of complete nonsense. At this point cancel my order and I'm done with this company omg
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 see Lord n Taylor going down the drain. I called customer service to ask about technical support since your website for Lord n Taylor.com will not update my profile. I was told you have no technical support. If was a chore to understand your representative because her English is so poor. Then I called 3 stores regarding sales tax on clothing being sent to non sales tax states. All 3 stores customer service people were totally clueless. What a pity! Your stores are obviously on their way down the drain following Strawbridges, Macys, etc. Who wants to be botheted with reps who barely speak English and know nothing. Maybe bringing the business back to the USA may keep you in business. Perhaps you want to fold. I will just go to another business.
Had a wonderful day shopping today when I got to the King of Prussia store and the Ivanka Trump section was still there. Thank you for not giving in to the protesters and bullies. As a customer I would like to make my own choices on buying and not have the protesters take that right away from me. Let the market decide in sales.
I used to spend my time between Nordstrom and Lord and Taylor. I have now cut up my card at Nordstrom's after 25 years and will give all my business to Lord and Taylor. Please keep politics out of shopping and respect the availability of merchandise choices for the people who do not protest and are busy working and raising our families.
I am happy to say I had a wonderful experience at the Lord and Taylor in Novi, Michigan. I purchased a watch for a family member, and I received wonderful customer service. Please note that Lord and Taylor employee Parisa Monavvari treated me well, and see went out of her way to assist me. Because of her excellent customer service, I will always come to Lord and Taylor to do my shopping. I mentioned her customer service to her supervisor, but I also want to let corporate headquarters know about Parisa.
thank you,
Robert
Today it took my daughter & I 40 minutes to return 2 items, both of which were well within the return policy time frame.
Both items were unused, tags on and we had the receipt for both items. Both items purchased with cash.
Erika, the Manager at Trumbull Westfield Mall & her employees warranted my displeasure enough that I felt the need to write.
I handed Erika the receipt for the scarf my husband purchased & the first thing she asks, while staring at the receipt, is how did I pay. I politely say it indicates payment on the receipt as cash. She tells me, okay, I'll give you store credit. The scarf was purchased 12/14/16 & todays date is 1/18/17, clearly not past the 90 days expiration. I replied, no thank you, I would prefer how we paid, cash. To which she locks up her register (poor customers behind me had no clue what was happening) & proceed to walk across the store to men's department to get my $27.35. Also, since I had the receipt, item was in perfect condition with the tag on, I was baffled as to why I had to dig out my license...& all for a $27.35 return.
Then at the Bobbi Brown counter we again handed our receipt for an unused item that was purchased 12/14/16 & are received with a look of annoynace from the salesgirl who proceeded to ask twice if items were used as she inspected them. My daughter & I politely reiterate that no, she is returning the $103.50 Bobbi Brown make-up set because her dad purchased it as a Christmas present & she did not want it. We were again told we'd have to follow not 1, but 2 Bobbi Brown/Lord & Taylor's associates over to first one register & then over to shoes. (Meanwhile their counter has no salesgirls to help potential customer's because they both apparently need to do the return).
This is where it gets almost comical if our time wasn't important to us. The annoyed salesgirl, wish I got her name, tells us that since the original receipt, through no fault of our own, somehow printed out the receipt with part of the whole left side missing, we couldn't return it. Her reason?, we didn't have a receipt!!!? A receipt she was holding & staring at. When we said we DO have the receipt she mumbled something about since the "old register" messed up the receipt, she could refund the money, but is deducting $20.00 because we'd have to take the lowest price they last sold the item for. Crazy? Yes, it is. My daughter politely shook her head & said, "no, it is not our fault the salesgirl didn't look at the receipt at time of purchase or that you can't punch in the sku number to find what is obviously the item that came from this store & it's wouldn't be fair for her dad to lose $20.00 for no reason"
So after both these salegirls failed to help us we asked for a manager. The manager, again Erika, took us to a 4th (!) register in cosmetics with the original associate tailing behind & then we finished our long, drawn out, transaction.
I calmly told Erika ( I was not calm inside, I was baffled, frustrated & annoyed) that it shouldn't be this hard, 40 minutes!, to return 2 items & the whole going from register to register. I am still recovering from a hysterectomy & the back & forth seemed very unnecessary.
But the absolute worse experience out of all of this, and the reason I'm writing this, NO apology, no explanations as to why this took such a chunk of our day. They all acted as if us returning 2 items was bothering them.. 1:00 on a slow Wednesday after all the rush of holidays. The store was not at all busy.
My sweet, hardworking husband buys my daughter & myself Bobbi Brown cosmetics/gift sets every single Christmas. Spending well over $200.00. Not this year, we will go to Sephora which is exactly where we went after leaving Lord & Taylor to purchase the 1 eye shadow my daughter wanted. No need to take our annoyance out on Bobbi Brown due to Lord & Taylor's policies.
Also, Erika, if you are the manager you should make sure your customer in the store you are representing leaves happy. Especially to 2 customers that were patient, polite, & not at all offensive to you in any way. I even tried telling you I was dissatisfied, but when you ignored me & went to the register as I was still talking, I realized you couldn't care less.
In case anyone in the higher up change cares, that's my review of today's shopping experience. Thank you.
I ordered two identical handbags in November that I intended to give as gifts. I did not like the bag. It was small and poorly made--looked like Walmart quality. Because they arrived in two separate packages with two separate return labels, I returned them separately, mailing both packages at the same time and the same place. I only got credit for one return, and now I am getting the runaround with customer service. I have made 4 phone calls and sent one email. I got no response to the email and have spent hours on hold only to get no help or to be cut off. I just spent another hour on the phone while someone FINALLY confirmed that they did, indeed, receive both of my returns. I now at least have a case number to refer to if the money does not show up in my bank account. Of course, I still lost the shipping money on both packages, which sucks. At Nordstrom, shipping and returns are always free. This would never happen at Nordstrom, king of customer service, and I will never shop at Lord & Taylor again.
On Nov 27, 2016 I purchased a pair of shoes from Lord and Taylor. When the (expensive) shoes arrived, the wrapping inside the box was wrinkled and I soon found that one of the shoe's stitching was ripped. I contacted customer service and was given a prepaid label to return the shoes. Since this purchase was a gift, I had to reorder another pair of shoes in order to get them on time by resubmitting my payment after happily being given a 10% discount. The second pair of shoes arrived in time, and my credit card now with 2 charges for one pair of shoes. The returned shoes arrived at L&T on Dec 14. On Dec 21 I called to see when I would receive a credit and after waiting approximately 30 min I was told not to worry, that I would reeieve the refund on Dec 23. I called again on Dec 26 and spoke at some length with Beyonce who told me not to worry, that refunds are processed in 5-8 business days and I should receive it on Dec 27. Today, on Dec 27 I still had not received a refund and so called again and spoke with Alvin. This customer rep told me not to worry, that refunds would take 15 business days and so I should expect the refund on Jan 2 or Jan 3. I then requested to speak with a supervisor. Alvin put me on hold and after waiting 15, came back to say that a supervisor was not available. This call with Alvin lasted 26 min in total. Apparently L&T customer service reps have no idea when refunds are credited to an account and merely make statements to get off the phone and on to the next call. My only thought is that these poor workers in the Philippines are only trying to do their jobs but the real problem is poor training and a pitiful accounting department that is no hurry to make credit adjustments, possible so that year end sales look higher than they really are.
Nov 28 I ordered a Christmas gift for my grandson. I called today, the 14th, and was on hold for over thirty minutes only to be told they had no record of my order even though I gave them a reference number I obtained from PayPal account. Thoroughly disgusted, I hung up and spent hours searching out all information on my order. After locating, order number, item number, and tracking info, it states it was returned! NO notification to me and now I have no gift for my grandson for this Saturday. I decided to call customer again with all of my information to see if they could overnight it. After being on hold for over 2 HOURS, I get cut off! I do NOT EVER intend to do business with this company again!
I would like to let management know that Customer Care Specialist, Elisa Hunt, is the BEST. She reaffirmed my regard for Lord and Taylor with her knowledge of store policy, and I will continue to shop there and recommend others do so, as well.
Sincerely, Doreen McAvoy
In October I returned an item purchased using the pre-paid label. A few days later my account was debited $9.50 instead of $6.95 as stated on the label.When I called customer service the rep.who handled the complaint told me she would submit a claim for price adjustment. A week later in November I called again to find out the status of my complaint,the rep said there was no record of the incident, even though I gave her the case #.This rep.who acted as though I was trying to extort money from L&T, asked me to email the pre-paid attachment to prove which label I used, and I did. A week later,with no response I sent an email to L&T head office with my complaint.I also cc the email to the CEO. To date, no one has responded. It is not about $2.55, it is the principle. Customer service is truly dying.I used to think L&T was a cut above the rest, now I know they are in the same murky pool.
What costumer service? For two days now I have been trying to contact L & T to buy a gift card and no one answers the phone. I have sent them my home number for them to call and still no call. I also have a question on another order and no one is "minding the store">
I have been a regular shopper at L&T. Today, on my way out of the store I noticed jewelry with Ivanka Trump's name. I hope that you will discontinue selling Trump products. As convenient as L&T is for me, I will no longer be able to shop at your stores as long as you continue to support these products. Ivanka and her family are continuing to benefit from political connections. That should be illegal.
I can not believe the terrible service I received while shopping at the store in Huntington, NY nor the fact that it is impossible to reach someone in the corporate office to discuss a problem with. The operator tried, at least, SEVEN extensions and not one person answered the phone. Doesn't anyone WORK THERE. Then she tried to allow me to leave a voice message and the box was full and not accepting messages for two different extensions. The quality of service at Lord and Taylor has been declining, but this was the last straw. I have been a loyal customer for over 20 years and, quite honestly, each year I shop there less and less.
I am receiving an incredible volume of catalogues and mailings I NEVER REQUESTED.
After spending an hour trying to reach someone trying various telephone numbers, I reached "Kevin" who told me that in order to stop the barrage of unsolicited mailings, I NEED TO WRITE YOU A LETTER.
CONSIDER THIS THAT LETTER.
