Lord & Taylor
Reviews and Complaints

I purchased a swimsuit online and it was damaged. The suit was actually sewed inside out with seams exposed. I returned the suit as instructed and the suit was returned to me in the same condition. I was told that because I put it on, they would not refund my money. How would I know that it was damaged if I didnt try it on? This is a very bad place to shop and I will surely pass the word on. You sell defective items.

Went into to the Lord & Taylor store at Ridge Hill Mall in yonkers New York. I went there to return some items the store manager I believe his name is isbal Did not want to return my items even though I had a packing slip and the tags on the products. He then wanted to see my Lord & Taylor card and took my card to the back of the store to look up my account information on his personal phone. Not until another supervisor stepped in and took care of the return. I feel like that store manager was invading my privacy and passing judgement on me cause i was returning those item. The only thing i feel that he forgot to say that i must have stolen the items. It was unnecessary that a simple return had to turn into a big situation

I rec'd the dress back with a letter stating that the merchandise is not in saleable condition. Rec'd dress back on July 4th.

I never wore the dress and the tags were still connected to the dress. I did not like the color & fit. That's why I returned it. I will say that I did not turn the dress right side up, it was returned to me the same way. I called today and the person from Lord & Taylor said when it reached them someone keyed in that there was a stain on the dress. There is no stain on the dress. The person in Cust. Service stated I should take it to one of the Lord & Taylor stores. This is regarding the letter dated July 4, 2019 from Lord & Taylor Re: [protected]. I will never order anything from this store again, to much of a hassle!
Pat Moore [protected]@att.net

I am a customer of lord and Taylor over 20 years, today I had a worst experience in lord and Taylor Huntington, Walt Whitman New York 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

Item received was a pair 7.5 black loafers. The item order was sling back pumps. the fact that i was preparing to wear this item to a fuction the next day added to my stress.I place a call to the company with my ordered number in hand. The custober service personnel, located my order and said she could not under stand what happy, she said she would send me a return form. to incorrect items. i want to have the correct shoes sent out, but she refused. she said the same thing could happen again. I said really; you have one person who can not read and we will continue to have him pull stock. so he could pull the wrong shoes agan. She said yes. I then ask to speak with a manager. she put me on hold for 15 minutes. I hung and called back. I was told they were still looking for one,
Could this be TRUE ? This is bad, I never expected to hace this type of care from a company that is know for the great product and great service. Alos i never had anyone refuce to please a other, becuse the may miss pull the items.
please help
Emma B Bastian RN, [protected]
Thank you for listening

Several times now I have had to contact customer service regarding an order. The 800 number goes to the Philippines so needless to say what should be a 5-10 minute call becomes a 30-35 minute call due to the language barrier. I spend most of the time repeating myself or asking them to repeat their selves. I resent not being able to speak to someone in the US. At the end of the call the problem still is not resolved. WHAT A WASTE OF TIME!

Placed an order on November 27, 2018 according to the delivery confirmation the item was delivered but later found out from FedEx that the item was returned to the sender which in this case would be the place where Lord & Taylor had it drop shipped from. Filed a complaint and requested a refund, they were very polite and told me to wait and see if it would be delivered, it wasn't then was told that I would receive a refund sometime around the first of January. No refund, inquired again and was told that they had put in for my refund and that it was denied because the item was delivered and I tried to explain to them that the item had been returned to the sender. I had a claim in with FedEx and FedEx said they had not heard anything from Lord & Taylor that had not requested any type of investigation. I get polite emails but get hung up on whenever I call the number they've included in the email. I would rather pay more money for an item and actually receive it and good customer service than to just throw my money away this way. I can see why the company is in trouble.

I ordered two items January 1, 2019 that was returned because the customer service Representative put a word in the address that didn't belong. It doesn't make sense because I previously ordered something that I had delivered without a issue. I tried to reorder my items but one was no longer available so I requested a refund. The representative said another card would be mailed to me. I didn't like the fact that I couldn't be refunded right away. I later spoke to another representative that said I can get a refund and to check my card in two hours after he spoke to a supervisor. I went to purchase something at the store 2.5 hours later and the money was not on the card. I called back to customer service and this representative said they have to mail me out a new card so I asked to speak to a supervisor and he kept me on hold a while then came back to ask for my number so a supervisor can call me but no one never did. It's now almost a week later and I have no gift card and a supervisor never called me. I called back today to speak to customer service and I have been hung up on twice. This has been my worse customer service experience ever. Please help.

Do not shop with lord & taylor in anyway — especially on-line. Do not bother to give them your money or time. I made a simple on-line order in early December. It was never delivered and they have given me nothing but grief and I still haven't received a refund. Tell all you friends not to go here-the worst customer service ever!

I wish I could give Lord & Taylor a 0

I am totally frustrated not able to receive my Cashmere sweater ordered on 11/21/18 black Friday sale and still not able to receive it up to today despise numerous calls to customer service to ask them to take care of the matter !
On 11/21/18, I couldn't order successfully online so I called customer service who helped me order it through on the phone. My CC was charged $49.99 on 11/23/18. When I have not yet received my package by the middle of Dec., I called the customer service. I was given my tracking # [protected] and was told it was in Fed. I was then given the # 61299990286376920232 to call Fed.to check my package. I called Fed., and was told the package was in my local post office. The next day, I went to my Basking Ridge, NJ local post office. The post office clerk checked for me and told me that it did get sent to their post office but my address was totally wrong, only the zip code was correct. He told me that with such a strange addres written on the package (obviously the customer service who took my order copied it totally wrong despise my repeating and spelling my name and address to her several times!), it was undeliverable and therefore my package was sent back to the Central PO in Jersey City. He advised me to call L&T customer service to find out how to find my package. The clerk was nice to give me his name in case you have questions to ask him. His name is Peter, #908-470-0757.
I called Customer Service again. I told them what I have been told by my local post office. I gave your customer service my correct address:

JULIA FANG
2 HADLEY CT.,
BASKING RIDGE, NJ 07920

Again, I have repeated my dictation and spelling of my name and address to this customer service t least 3 times. I asked him also to please send me an email confirming that he is taking care of tracking my order and sent it to me correctly which he had assured me. He told me that I will receive my package in 3 to 5 days.
After another week (about one week before Christmas), I still have not received my package. I called your customer service again. This time, she assured me again that I should received my package in 3 to 5 days. Again, I have not received any confirmation in my email.
Now, it is 1/5/19, I still have not received anything. I went to our local Lord&Taylor store in Bridgewater Mall in Bridgewater, NJ to see if I can get any help from them. She advised me to write to you instead of calling. In the meantime, I see the store there is selling the same cashmere sweater for $39. I bought one there.
It is extremely frustating and wasting so much of my time! The least you can do is to refund on my sweater $49. I would also like you to know that I am a professional with a PH.D. degree and an US citizen. There is no way that my English is so poor that the customer service person couldn't understand wht I was spelling to her.

My email is [protected]@gmail.com, phone # [protected]. I have already given you my correct address above. Please take care of the problem asap.

A very unhappy customer
Julia

I have been a Lord and Taylor's client for more than 30 years and have spent 10's of thousands of dollars over a lifetime. I had a horrible experience at the Westfarms Mall store this past weekend. I was purchasing some under garments for my spouse which were clearly on sale. The sign on both sides displayed 25% off. When I was at the register wanting to make the purchase the sales person did not want to give me the discount. A line was forming behind me with other customers as the sales person went over to the display to check if what I was stating was accurate. When she came back she said the garments were not ringing up and was very accusatory towards me. I was completely embarrassed as the other customers were growing more impatient and the sales person's rudeness was not professional at all. Finally another employee stepped in and gave me the discount but was not pleased doing it. I was very humiliated and taken aback by the very poor customer service. My shopping experience was ruined and I may never return to that location again.

I placed two orders with Lord and Taylor totaling $329.21. They authorized a hold for funds of $462.54 on my checking account. I made numerous calls to customer service. The first 3 times, they refused to let me speak to a supervisor.

When I finally spoke to a supervisor, she told me it is "company policy" to authorize holds on checking account funds in excess of what was authorized by the customer. I had to explain to her multiple times that although it may be company policy, it was also illegal.

They refused to remove the unauthorized charges telling me that they would "drop off" in 5 days. I'm a disabled man living on Social Security and because of these fraudulent holds made by Lord and Taylor, I cannot pay my rent on time and may be kicked out of my apartment as a result. I intend to file criminal charges for bank and wire fraud as well as a civil suit.

To Whom It May Concern;

I placed this order (Hi Santina, your order #[protected] on 11/23/2018 (Michael Kors Cindy Large Saffiano black crossbody bag) has shipped. You can find the tracking information below.) but mistakenly had an old address and had been trying to work with USPS and UPS to get the package delivered to my new address with no luck, they told me I needed to contact the sender to see if they could re-route the delivery as it was still in Rochester NY at a general distribution center. So when I called this AM and tried to tell the customer service representative about this, she was very rude and told me that there was nothing you could do and that it would be returned and the credit would how up on my account. I explained that I didn't want the credit, I wanted the item and that I would even pay the extra for the shipping to be re-shipped to me (especially since you are now sold out and that is all my daughter wanted for Christmas) so she kept putting me on hold and then she hung up on me. That was the worst customer service I have seen in a long time! All I wanted was some assistance to retrieve the package in my town or get it resent to me and I would even pay for the shipping! So now I do not have the item and I can't get it as it is sold out. I am very disappointed in the customer service at Lord and Taylor and not sure I will be buying from you again anytime soon!

Sincerely,

Santina Tu
[protected]@gmail.com
[protected]

November 28, 2018
Order #[protected]
Complaint against Lord and Taylor for false advertising and poor customer service
On Sunday November 25, 2018 I was shopping online for some jewelry that I like and found that Lord and Taylor had all of their Uno de 50 jewelry on sale with an ADDITIONAL 25% off at checkout. I chose some pieces and tried to check out and the code given on that day was FRIDAY for their black Friday sale. I got an error message stating that my order did not qualify. Their website clearly stated that there was an additional 25% discount and I have the screenshots to prove it.
I continued to try and purchase on Sunday thinking it was a glitch but nothing worked. I sent an email to customer service and never received a reply.
On Monday morning I looked at the site again and now the code to use was CYBER so I tried purchasing again and still got the same error message.
I called Lord and Taylor customer service line 4 times since Sunday and got nowhere. The first time I called on Monday November 26th and he kept trying to tell me that there was too much web traffic and that's why the code didn't work. Then he changed his story and told me the items were excluded. I told him to look at the website because it clearly stated the additional discount with no other disclaimers. He finally said that he could take my order and would give me the discount but I was driving and was not able to pull over and give him the item numbers that I wanted. He said I could go ahead and order and then call the same number back and request a price adjustment.
Later that night I ordered a necklace and matching bracelet and of course the CYBER code did not work. I placed the order and then called customer service. The girl I spoke to kept insisting that these items were not eligible and I told her to look at the website. She ended up hanging up on me. I tried calling back but the call center was closed.
I called again early on Tuesday morning explained my situation again to no avail. I told her to cancel the order immediately and I didn't want to do business with them if they were not going to honor what they advertised. She said she could not cancel the order even though it had been placed only 8-9 hours prior. She ended up hanging up on me too.
I immediately called back again and spoke to Nathanial Agapay. I had to retell my story once again and I told him I wanted to cancel my order. He put me on hold and when he returned he assured me that the order was cancelled and I would get a cancellation email within 24 hours. I asked him why the company would not honor the offer on the website. By this time, they had removed the sale on Uno de 50 jewelry but I still had my screenshots of the items that I purchased with the additional 25% off clearly advertised on each item. He asked me to email him my screenshots and I did that right away. I never got a reply from him nor did I get a cancellation email.
On Wednesday, November 28th I got an email stating that my order was shipped. If my order is being shipped, then I want the additional 25% discount that was advertised on the website in the form of a price adjustment in the amount of $85.75.
Frances Deane
2623 Eagle Rock Circle, Stockton, CA 95209
[protected]

I am very frustrated how Lord & Taylor has handled my most recent order ([protected] on 10/10/18). My package (worth $ 650) was stolen on my front porch. I did as instructed by the customer service representative-I called the police and filed a police report on that same day (10/15/18). After receiving the report I made several attempts to fax the report to L&T since they don't accept even a pdf copy by email. This is due to the fact L&T provided me with an incorrect fax number three times (I have all the numbers and failed submission reports), This meant I had to drive to my local Staples several times since I don't have a fax at home. This took so much of my time. Meanwhile one representative told me not to worry-they will send a replacement shipment with no additional charges (#[protected] on 10/17/18). However I have now double charges on my L&T premier black card and no refund has been issued. I have made 14 calls regarding this matter, the most recent today 11/8/2018. A supervisor told me he has to submit a report to a different department, which I was told was done already on 10/29 and 11/5 while on the call with the customer service. Today I was told it will take at least one month more before I get my refund. Nobody from L& T has followed up with me as they promised. I had contacted Capital One which administers the L&T credit card. They told me L&T has denied the refund (10/18/18). I will wait to see what happens but if the matter is not solved I have to take more serious actions. I have been a long time customer with L&T but I think with the flagship store closing on Fifth Avenue NYC and my very bad experience with the company it's time for me to take my business elsewhere. I do not recommend L&T credit card. The dispute
would be simpler with AMEX or VISA.
Liisa H Niskanen

I returned items to Lord and Taylor
They gave me a partial refund and still owe me $44

I have written 10 emails to them

They now claim they credited my account
They have NOT done this
perhaps they credited some other account?
It is 2 months and they have not returned my money
I have written to Liz Rondell and a Ms Fullerton also
NO ANSWER
What Kind of store is this?
It is now 2 months that they have not done anything
Please assist me

I have ordered the same item 5 times. Each time they cancel my order with stupid excuses like I put the wrong zip code. Are you kidding me? First off, I know my address and I get deliveries all the time. Secondly, they tell me that my information is wrong with my bank. I use my bank card for all transactions and have never had a problem before. I spoke to someone from their customer service line (many times) I was told to call my bank and verify that my information is correct and to call back Lord and Taylor and tell them when I have done so. Well I have spoken to the bank today who told me that they have approved the charges and have no idea why Lord and Taylor keeps denying it and cancelling the orders. I am very frustrated with this store. And hopefully I get the product that I have been trying to order, but I will never ever shop with them again.

This company is incompetent, rude, unprofessional and frankly im livid. I ordered a coat last friday 10/19/2018 and sunday I get an email stating they cancelled my order. So I called and they said it looks like my bank didnt authorize the purchase and to call them. I called my bank and was told by my bank they already authorized the purchase and the vendor just didnt accept the payment. So I gave l&t the benefit of the doubt and waited until today 10/24/2018 hoping the charge would fall off and it didnt, so I called and spoke to a rep named pearl that was extremely condescending and rude. First she tried to tell me they would need to charge my card again to get the cancelled ordered back, I refused because what person in theor right mnd would let a company that messed with the purchase to begin with recharge their card before getting the previous refund thats still owed back! these people are crazy... Then she tried to tell me it would take 24 hours to get a receipt from them when it didnt take them that long to take my money... I will write one of this everyday until my money is returned to me... My sister is in college near canada and this unprofessional company is delaying her from being warm upstate and im completely over it. The rep didnt even know what she was talking about. Completely ignored all my questions and couldnt figure out why the order was canceled, to begin with. I heard of l&t scamming people on other website but never knew it would happen to me... They took my money basically blamed it on my bank and is taking there sweet old time sending me my money back when it didnt take them long to snatch it out... This company is a scam and a fraud and ought to go bankrupt... If I dont get my money back by friday as stated by the sorry excuse for a rep pearl I will be writing to headquarters. Ohh yeah she also failed to advise me of her supervisor of managers information stating that she didnt have it... Nice to know lord and taylor has agents managing themselves thats probably why my ordered was canceled because they stole the money! I wouldnt even buy socks from this company if it was an ice age and this store was the only one open! negative zerooooooooooo stars for you guys and alllll your agents

I couldn't find any sales help so went to another level to check out. The woman who overheard me tell the salesperson about my dilemma...it turns out she is the store manager...came over to tell me that there were 7 people and all I had to do was push a button to get service. I nicely said...I miss the old lord and Taylor...she responded extremely rudely and snidely said...I miss the old lord and Taylor customer. She then continued to "defend" her store instead of simply acknowledging my frustration in trying to find a sale person to pay. She was the opposite of customer friendly. She get telling me that she has been general manager for many years. I was simply astonished at her behavior as was my sister. The sales person who, checked me out said that her response made her cringe because it was so rude. Never uttered a nice word.
I asked the salesperson her name because this woman needs some help in customer service. Her name is KELLY MASIELLO. NATICK MALL STORE MANAGER.
I would appreciate a response. First time I have ever contacted L and T because usually people are so nice.
Thank
Adrienne Kaye