Lord & Taylor
Reviews and Complaints

My order has items missing and items not ordered were sent. After numerous lengthy attempts to contact Lord & Taylor, I filed a complaint twice with American Express. I am at wits end and need help. They charged me three times on American Express and I my the original charge was purchased. Please help. I have been a customer since the 1970's and I am stating this is the LAST time I will order from this store. There is no customer service.

Horrible company! It's unbelievable that Lord and Taylor has not adjusted their return policy due to Covid 19. Every other retailer has shown flexiblility during this unfortunate time. Even with the closing of their brick and mortar stores, they refused to extend their return policy. I spent more than $400 and want to return $100 purchase, but they refused to take it back. I'm completely disappointed and think their poor community values should be known to all their customers. I will never shop here again.

The first thing I want to say is that I have been a customer of Lord and Taylor since I was 7 years old. My mother would take her 4 kids clothing shopping 3 to 4 times a year to Lord and Taylor in Eastchester, NY. I am now 63 years old you do the math.
During the shut down due to Covid19 I needed some retail therapy and on 5/10/20 I purchased 5 items. Of the 5 items 2 needed to be returned. Between the stay at home order, my age and health related issues I was not going out to return anything via the post office so I decided to return the items when the Danbury store reopened.
I went to the store on July 2, 2020 and to my surprise it was the first day that he store had reopened.
I was told that they would not take my return back because it was past 30 days since I purchased it. I said i wanted to speak to a manager and Helen appeared. Helen repeated that it was over the 30 day return period and that they would not take my return back. it also does not say that anywhere on my receipt.
I could not believe my ears, all Helen keep saying was that is the policy no returns. There was no reasoning that these were special circumstances and that exceptions needed to be made.
I asked Helen who the store manager was and she said she was the acting store manager. I highly doubt what she said.
I went home and called customer service about the issue. I spoke to Hazel in the Philippines she was very nice and said that she would send an inquiry to the "online" department.
10 days later I called again because I did not get any response to my first call, by the way I was on hold for 27 minutes.
Again I was speaking to someone in the Philippines a gentleman that I could not understand. I asked to speak to someone in the United States and was told there was no one else I could speak to. I asked to speak to a manager and was told there was no manager. I explained my issue and he said it was denied for a return. In frustration I hung up and searched the internet for some way to complain to corporate.
Guess what, you cannot speak to or complain to anyone remotely related to someone in the United States that works for Lord and Taylor.
the 800# sends you right to the Philippines which is useless.
I will never spend another dime at any Lord and Taylor. I have also posted negative reviews on whatever social media I could find.
Do not wonder why your business will fail and trust me no customer service and hiding behind an 800# sure fire way to fail!

Lord & Taylor does not have an email address for customers. Consequently, I am posting my email here...
Your customer service is absolutely terrible. I had to call your customer service line 3 times. I was disconnected the first two times after waiting for a half hour to speak to a rep. The third time I called, the rep was not able to resolve my issue and refused to let me speak to a supervisor. His name is JR and his employee # is 677422.

I placed and order on 6/8. All of the items were received between 6/13-6/16. I was out of town for 2 weeks during the last month. I went online to print return labels on 7/12 and was unable to do so because I was just outside of the return window (30 days). This began my journey of 3 phone calls (twice disconnected with no call back), 1.5 hours on hold, and no resolution. I have not had possession of these clothes for 30 days, yet, your rep would not send me the return labels and would not let me speak to a supervisor. I cannot believe that the only way to communicate with lord & Taylor is thru you horrendous 800 number. No online chatting with a rep? No email for customer to communicate? Wait times of 30+ minutes every time I call? Disconnected multiple times? Ridiculous.

I was a Lord & Taylor Premier cardholder for many years. I have shopped at Lord & Taylor my entire life. You closed the store near my home recently. I was apprehensive to make purchases online because I don't like to deal with mailing returns back, I prefer to go to the store for returns. Because of the horrible customer service that I have experienced with my most recent purchase, I just called and closed my credit card. I will never shop at Lord & Taylor again and I will now be a walking/talking bad PR campaign for you. I will also make it a point to provide "bad" online reviews of Lord & Taylor thru any rating website that I can find. It is clear why the company will be bankrupt soon. I am sure that you are losing loyal customers hand over fist.

Sarah A. Azar
Macomb MI
Former Premier Cardholder

I have been a very good customer with Lord and Taylor's for many years. I never had any problems with them until the Pandemic hit.
I purchased 8 bathing suits from Lord and Taylor's on line. The stores were all closed so this is now the new way we need to shop. I returned 3 of the bathing suits with tags attached panty liners in place not worn, not laundered.
Lord and Taylor sent the three bathing suits back to me stating that they had no tags and showed that they were worn. I was absolutely in shock and thought there must be some mistake! I called their customer service waited over an hour on line and finally spoke with a rep whom I could barely understand who told me that there was nothing she could do and they are not refunding my money!
This is illegal.
I have plenty of money to bring an attorney to look into Lord and Taylor and how they are using the Coronavirus to rip customers off. The stores are not open, which means customers need to trust in their customer service and the reputation of Lord and Taylor's long History .

My name is Elizabeth Pesce. I am a senior citizen, and have been a customer of Lord and Taylor for many, many years.

I made an online purchase on March 9th, just before the pandemic hit.
The purchases did not fit me, and on or about March 16th, my husband drove me to the Burlington, MA store to return them. We arrived to find that the store was closed due to the pandemic.

After returning home, I called customer service, because I was concerned about returning the items. After waiting for more than an hour, the representative (I believe her name was Donna) assured me that there would be no problem - I could just wait until the store reopened to return the items (She also told me I could request a return label and mail the items back to the store, but we were now under a stay at home advisory, and as a senior citizen, and very vulnerable, I was not comfortable going into a UPS store).

As you know, the store has still not reopened, and when I called customer service this morning to follow up, the representative told me it was too late for me to return the items. As a senior citizen, on a fixed income, I cannot afford to lose this money ($121.80 - receipt attached).

This is simply unacceptable. I was apparently given misinformation by the first representative with whom I spoke, and I respectfully ask that I be granted the consideration of a full refund.

I will look forward to your response.

Sincerely,
Elizabeth Pesce
73 Damon Road
Medford, MA 02155
[protected]

I've been a credit card holder with Lord & Taylor for at least 15 years and over the years I have been a loyal customer. I travelled out of the Country for my Dad's funeral on February 13, 2020 and while out in Africa, on February 21, I made a payment on account. On March 21, I again made a payment which the system dated for March 22nd at which time I called L&T and off course they were closed. I called on March 22, and a lady took my call and informed me that there was no charges for March, but told me there was one for February which she waived. She educated me about the bank's policy to make payment by 8PM EST and asked me to call if there should be a charge for March. I called today and there is a $38 charge on account and customer service won't waive. I think the mood of the nation during COVID-19, and because I don't work at this time, and though I'm struggling to make payments, I shouldn't be charged cos my payments aren't late. I like to see the charges credited back to the account and I'll no longer use the credit card. My card number is [protected]. I can be reached at [protected] or by email at [protected]@hotmail.com. Thanks.

Hi,
I want to provide feedback on the way Lord & Taylor rewards operate.
I recently made an on-line purchase of a designer dress. To afford the price I used all $20 plus $40 bonuses earned for purchases made in Nov-Dec. Unfortunately, in spite of carefully checking the dress size, I ended up returning the dress which wasn't true to size (too small) and I forefeited the $60 bonus. Therefore I didn't make another purchase to replace that dress. This was saddening, and definitely not recognition to the best L&T customers!
I think that the rewards should be electronically linked to the account for ease of management, providing flexibility to customers in case they need to make a return, so that rewards are not lost and they get true recognition for past purchases.
Banana Republic / Gap offers similar rewards for purchases, but they are managed on the account, so that they are not lost upon a return.
I hope you will act on this feedback which will result in more customer satisfaction and loyalty.
Thank you,
Carmen Panzar
105 Garth Rd. Apt. 2G
Scarsdale, NY 10583
Phone: [protected]

This company needs to be reported to the BBB for not getting back with you on return services. I have tried on a daily basis to get a response and they do not respond. I sent this product back to them per their instructions and address, no response. When I have called this company is so rude and hangs up on you. I have tried everything I know to do to find out about my return and still they do not answer with received back working on it. What will this company do next? Do they resale your return? I need some confirmation on this transaction.
Thank you,
Sandy Ivy

I ordered a clinque gift for $42.00 through Lord & Taylor and they promised it would be here on Monday 23, 2019. Never received #[protected] ordered on Deceber 21, 2019. Tried to cancel order within 20 minutes of ordering called and told them my situation and Lord &Taylor could not cancel. This is very wrong now the have the price at $69.00 dollars. I can send to you the amount charged was $42.00 with promo code. These people are scamming me in a big way. Please cancel this order never received, do not want it, overprice on the receipt, and would not cancel the order within 20 minutes of the order. Please help me I have been scammed!

I've been a customer of LT for many years and usually happy with my purchases.
Came to the Northbrook location to return 3 items from 2 receipts bought at the same store. Had miserable experience with cashier Teresa. She refunded the item from the first receipt, and when she was processing the remaining 2 items from the second receipt, she told me that she needs to ring them up in separate transactions (which I've agreed to ...as if I have a choice or it matters since it already took a VERY long time to begin with). So, the second item is refunded/signed for but we have a problem with the last one - sweater- since she claims it is not on that receipt and she can't match it. I am keeping insisting that they were bought together and it should be there as I've checked it at home.
The line behind me is growing and I am very uncomfortable frantically trying to locate the receipt that has the item listed, since the one she is showing me is the wrong one (1-st receipt). Teresa is claiming she gave me the correct receipt back.
To make the long story short - I've spent 30 minutes near the counter emptying my purse again and again looking for the receipt that the cashier had put into the sweater that was sitting on her counter. It was found by another cashier who came to help.
As you can understand I was very frustrated, embarrassed before all other customers...just because the cashier forgot that she put the receipt inside the sweater to be returned.
This is NOT the level of service we had for years, and it is very SAD that the simple task of returning the purchase becomes an Ordeal .

Placed an order for boots and never received them and i called and let them know they sent me a case number now everytime i call and ask what's the status of my refund back to my card i get the run around. I have waited for a good while because of i know how hectic it is during the holiday. We tracked the package and it says it was delivered but it wasn't delivered to me.

I place an order for 2 pairs of Levi's 513 Slim Straight Fit Jeans, stealth grey; UPC [protected]. The order number is [protected]. My son tried them on the day they were delivered. They did not fit, so I called on 12/3 to get an RMA Number and returned the jeans. I received credit for one pair and the other pair was sent back and marked as unsalable. It's brand new, tags still on, so I called and spoke to customer service on 12/3 and was sent another return label and told my account would be marked to accept the return and credit my money.

Today, 12/12, I come home and the jeans are back at my house again, marked return to sender. I WANT MY MONEY BACK.
I called customer service again today, and was asked if I wanted another label. I told her no because Lord & Taylor is not honoring their return policy and I've now been lied to twice and I'm not spending any more of my time taking these to be mailed again. The lady on the phone said they were returned because they smelled like smoke and something was wrong with the box. No body smokes here, and the box was not good.

At this point I will never order from Lord & Taylor again. I've been lied to and scammed.

On 10/23/19, I ordered the below described item. I received the order on 10/30/19 and had returned it the same day. I received one new earring with the price tag still attached, and one used earring, mis-shaped and missing a diamond. I immediately called, complained, and sent a picture of what I received. I spoke to Abegail Castro who advised me that I had to return the order, wait for it to be credited back to my account, and then call and re-order. I asked to speak to a supervisor and Abegail told me that this was the store protocol. It takes Lord and Taylor forever to receive and make credits to accounts. This was not my fault and I should not have to be inconvenienced because of what was clearly poor checking before shipping. I could not reorder immediately because I do not have enough credit available on my account to cover the cost of reordering the earrings, which I desperately want. My original order included the sale price, plus an additional 30% discount. Abegail Castro advised that she would pass this information on, but there was nothing she could do. This is is ridiculous. Several times in the past twice I ordered a "pink" ball cap, and twice I received a red one. I'm not sure who pulls orders there, but they are not paying attention. I really wanted to get those earrings ASAP.

14K Yellow Gold and Diamond Cross Earrings
Lord & Taylor
14K Yellow Gold and Diamond Cross Earrings
[protected]
Size: ONE SIZE
Color: GOLD
Quantity: 1
$600.00

I purchased two of the same Tommy Hilfiger jumpsuits in two different sizes. After trying on both, I packed up the one that didn't fit in its original packaging with the tag attached (I kept the other).

Lord and Taylor mailed back the jumpsuit back to me (without the original bag), with a letter stating that it was received in a non-saleable condition. I am dumbfounded! I sent it back in the condition it was sent to me. I tried it on for two minutes, determined I would keep the other size, and re-packed it. I returned it in EXACTLY the condition it was mailed to me-new!

I called customer service to resolve, and gave up after 20 minutes on hold.

Please advise.
Kathleen Schultz

I am a customer of lord and Taylor over 15 years, Sunday I had a worst experience in Lord and Taylor in Willowbrook Mall, NJ . I was returning my dress which I purchased for my daughter one day before (Saturday night ) and she never used, and there was a staff cashier 006685 person name Rhonda that was in cashier to make the return, She was very nasty, rude, no arrogant and didn't replied to me when I said good morning or thank you at the end of my

I order a pair of Steve Madden shoes online on June 6th. I received the pair of shoes on June 11th. I wore them maybe two or three times and not even a month of having them they broke and are completely unwearable. I called customer service to ask for the shoes repaired or a new one sent to me on July 2nd. They said that I would receive an email about my case within 2-3 days. A week went by and I never got an email and no one tried contacting me, so I called back. I spoke to someone that guaranteed I would get a full refund for the shoes, so he sent me a shipping label and I reordered the same pair of shoes with him on the phone. He said it would take 10-14 business days to get my money back. Almost 14 days have went by and the shoes got back to me in the same condition I sent them in. I called back and spoke to a supervisor. I was told the shoes were worn so I cant get a refund or them repaired and she was sorry about how I am dissatisfied. On my case number 695401 it clearly states that I have worn the shoes so I don't understand how I was promised I would get a refund and now they cant do anything. I spent over $120 on the same pair of shoes which I would have never done if I would have known I wouldn't get a refund. I asked 3 times if I would get a full refund and each time he said yes and now all they could do for me is give me 20% my next purchase as if I have any desire to shop here again. I am extremely frustrated with the entire situation considering I have been going back and forth with people for almost a month and getting absolutely nowhere. I am upset with how incompetent everyone I have spoken to was.