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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.


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