Lord & Taylor
Reviews and Complaints

This is for the sling of Prussia location. My first complaint is the returns counter. One counter, one person not always there and a line always.

My second complaint is one register in the middle of the store to purchase items. You have two check out people and a long line with employees standing around on the floor with little to do.

Sadly, I will not be shopping there often. It's a shame. My favorite store. For example today, I bought some items but on the way out saw more. I didn't purchase because I would have had to go back and stand on line. You lost a $200 purchase.

I will shop at Nordstrom going forward. They have much better customer service and you rarely wait. You should learn from them.

Thank you.

Kim Dieckhaus

Location is Boston -Boylston Street 9/29 around 4 pm in the store. I found a on sale jewelry without a price tag, asked a sale associate to help, she take a look and said she cannt sale it to me and put the item away. I asked her if she can find a sameitem with a tag on the floor, she said what do you want me to do? Put down you phone and name? I asked if she can find a manager or some one else to help me she said she is the MANAGER! If she cannt help they can't. I saw the same items with price tag later on the floor myself. Clearly she is NOT helping at at! Her name is Roronie (if I spell it right). Very upset experience as a 20 years customer with Lord and Taylor.

We purchase two rings 30 days ago and when we returned them the store indicated that they could not accept the rings because they have been worn. How could you determine you do not like them or do not fit properly without wearing them? The receipts were there and the original tags. This is very unfair because 30 days are 30 days. The store supervisor was rude and this is not the way to conduct business? They did not even offer to select another option from the store. I am going to send a complain to the department of consumer protection and BBB.

I recently bought makeup at lord and taylor in trumbull ct, not knowing my daughter bought me the same thing as a gift, I was in Danbury ct so went to the Lord and Taylor there to see if I can return what I bought, the sales lady said they work on commission so would not take it back, she was very rude about it, if she was nice and explained I would have understood, now I have all this makeup I probably won't use spent almost 200.00 I will pay my bill and close my account. Wanted to make you aware of this I think good customer service goes a long way. Thank you,
Diana Medeiros

During past 1 year, I have placed total of 7 orders from Lord and Taylor. 3 out of 7 times, I received either wrong item or missing item. Instead of correcting their errors and sending the missing item, I was told to simply return it and reorder them. Whole purpose of online shopping is for convenience. I had to talk to multiple representatives to try to resolve the issue but they would not correct the problem. Due to laziness...I just kept the wrong order and also reordered the item...which again, I received wrong order. After trying to resolve the issue, they again tell me to return them and reorder them...ended up keeping two of same incorrect order.
Today, I received completely different item...I'm just dumfounded by repeated errors by such a large corporation...

I ordered this backpack from lord and taylor to be sure I wasn't going to be scammed, the bag came with lint and dirt marks everywhere looks as if it had been used. Fuming and they have no phone number to reach a representative! I want a refund on top of all this it was 80 dollars! 80 dollars for a backpack that looks as if it has been dragged around a warehouse floor. If I return it, Im sure it will be resold to someone else just as it most likely was to me.

I am beyond frustrated and angry that I received a confirmation for my order for two day delivery to find out that it was being cancelled. When I called the 800 customer service number, the representative informed me that it was cancelled for no reason. Also I was being charged on my card over $524.00 when the total order was $180.00! How does this make sense?! The representative was unhelpful and so was the "supervisor". Neither one could answer a simple question or why I wasn't receiving my order that was a gift or why I'm being overcharged and blamed my bank for the mistake! I wasted over 40 minutes trying to get a simple answer and then was hung up on. Maybe if your customer service was up to par you wouldn't be closing 20% of your stores. This awful service is a reflection of incompetent employees and even worse "management" skills. I've been shopping at lord & taylor for eternity and I will never spend a dollar at any of their stores/website again.

I received a broken shipment (order #[protected]) on 6/2/18. I called and was told to email a pic. Since then I was told the refund was approved on 6/11/18. I was to wait an add'l 14-21 business days plus another 3-5 business days to post to my bank account. That never happened and they opened a new ticket #528214 on 7/23/18. Now the process begins again with 14-21 business days. This is absurd. I ordered and paid in good faith. A company as large as yours should know how to ship fragile purchases without breakage. At this point I should get the refund and an unbroken order. I am a very unhappy and soon to be disgruntled ex-customer.

I made an online purchase on March 19, 2018 and soon I returned the product due to the mismatch details shown on the website. The payment was made through gift card and credit card. However, I'm still waiting to receive my refund for my credit card. I called back and requested the refund several times, and still going nowhere as of 7/24/18. Every time customer service apologized the inconvenience but there is nothing done. There is one time, one associate hold my credit card company and was confirmed that I have been charged twice, but only refund once, however, there is still nothing can get done. Until today, I'm still chasing my refund! It's ridicules and unbelievable!

If customer service at your store on 5th Avenue could have stooped to a newer low, it did for me today. I had selected several shoes and asked your employee Aaron Grace for help. He took my size, etc. I have attached a ticket of your employee in one of the shoes I wanted to try.
After waiting for more than several minutes another customer came over to me and told me how rude this individual was to her and then for me to experience the same situation how appalling ! While I was on my lunch hour I approached him and asked him where my shoes were and he became annoyed and walked by with a smirk and disregarded me like I was no one! He then proceeded to tell your other employees to not help me!

Who in g-d's name does he think he is? I asked several employees for the store manager and after asking 3 of them I was finally able to locate her after he went to her about me. She pulled me aside and I explained the situation to her. She apologized and then proceeded to try and help me while your indignant employee was watching and talking about me.

It is totally clear to me why your store on Fifth Avenue has declined to a new low. I am done shopping here as I do not need to be ABUSED BY YOUR STORE PERSONNEL!

This is to inform you of my negative experience with Lord & Taylor, and to request a refund for my online order. In addition, please improve the process and communication for online ordering and pick up.

On July 13, 2018, I ordered lingerie for pick up at the Washington, DC location on Western Avenue. I needed it for a bridal shower on Saturday, so it was important that I was able to pick it up on Friday; otherwise, I would've selected shipping to my home.

I received the email below, which gave me no reason to believe anything other than the item simply needed to be pulled from the rack and prepared for me to pick up.
Also, I didn't receive any communication estimating pick up time, nor that it would need to be shipped from a store in another state--nothing that would prevent me from picking up my order on the same day.

Although I never received an email letting me know that the order was ready, it was getting late in the evening and I called to check the status of my order. Unfortunately, the customer service representative hung up on me after I asked to please repeat herself because I couldn't understand what she was trying to say to me. After that, I physically went to the store because I needed a gift before close of business anyway. I considered that after my initial poor response from customer service that maybe Lord & Taylor failed to send me the Pick Up email in a timely fashion.

Unfortunately, by the time I arrived, I still had not received a pick up email and was told that the item could've needed to come from another store and that's why it wasn't ready. With the help of a wonderful salesperson, Wendy, we discovered not only did the item not need to be shipped from another store, there were four items on the rack! A manager came to assist and I asked how this scenario could've happened (my order ignored and not prepared in a timely fashion) and she said that certain inventory was available for online orders vs shipping and maybe there was none available for online orders. Well, that not only sounded ridiculous, but as you can see in the attached, there were four items available under both the Pickup and Ship categories for the Washington store. When an item is on the floor and someone orders it, and advance pays for it at that, it should be made available.

Lord & Taylor further caused me a significant inconvenience when I discovered at the register that I had to repurchase the item! There is no explanation, particularly in this age of technology, that a customer should be required to repay for an item that they already paid for online. It's illogical and ridiculous. I was already inconvenienced and frustrated to learn that my item sat on the rack as I "sat" at home waiting for my Pick Up email (which didn't come until Saturday after I would've needed the item), but that Lord & Taylor thinks it's acceptable to tie up my funds because they have a flawed process for online ordering. The reason customers use online ordering is for convenience and streamline processing--this experience was the total opposite. I'm currently receiving emails daily informing me that my order is ready for pick up, and Lord & Taylor has collected funds for two items! The process is so flawed that my transactions are totally unrelated in the system!

Please credit my account as soon as possible, and invest resources to bring your company's process to the 21st century by leveraging the processes of other companies that have been successful in this area.

Sincerely,

[removed]

EMAIL RECEIVED:

July 13, 2018 at 12:49 PM

YOUR ORDER IS CONFIRMED

Order Number: [protected]

Order Date: 07/13/2018

One or more of your items is selected for in-store pick up. Your order is currently being processed, but we will send you an email when your item(s) are ready for pickup!

Please hold off on collecting your item(s) until you hear from us.

I returned 3 items totaling over $100 on June 7, 2018 and have yet to receive my refund. I paid with a gift card, I have not received a new gift card nor funds were added to my original gift card. I emailed customer service three times with no luck. Order number [protected]. Return tracking numnber 1Z19Y89E9097115393 via UPS. Please look into this matter. Thank you Oksana.

I was shopping for a Coach handbags for my family, when I video recording the bags that I like, the sales woman told me don't do that, she said the security not allowed. I am wondering why? Is this your company's policy? It is really unreasonable that I never heard before. Why I cannot video recording the handbags? There are no secret for price, style ...
Also, there is nothing to do with security!
I don't feel I was being treated respectfully!
Please let me know what is your security policy?

Please do not
When I opened my Lord & Taylor credit card, I was told I would receive 15% off the purchase I made that day.

I got my statement, but the 15% credit did not appear. I thought it would be a simple matter of calling the credit card company and getting a credit to my account. However, the credit card company said that it would take two billing cycles for the credit to appear, and, if I only paid the amount I was supposed to be charged, I would be charged interest on the remaining balance until the credit was applied, and that the interest would not be refunded.

When I asked why it would take two billing cycles, they said they had to contact Lord & Taylor to verify the purchase. This does not make sense, since they had a record of the purchase on the credit card bill they had sent me. I have had issues with both my Macy's and Nordstrom credit cards, and the issues have been resolved immediately, so this seems like a bit of a scam.

I will use it to spend the credit, but, after that, it will be destroyed.

I returned 2 pairs of shoes, so far they have not refunded my second pair. I also order another pair of the same shoe. So now I owe 3 pairs of shoes. Its rediculious how fast they charge you the fees. I also called to complain about why I returned the shoe. I had to call to a different country and could not understand what heck she was saying. She promised I would get $30.00 as a sorry for inconveniences. Well low & behold this nice jester was never recorded. Called back again she said no we do not give $30.00 we only give 20%. 5/28/2018 has begun this nightmere. I will never order from them again. Still waiting for 2nd pair refund plus 20%. 5 to 7 days has begun a month. Stay away from this store!

This is probably the worst higher end department store I have ever dealt with. It is UNBELIEVABLE that they continue to let their customer service to be this bad. Even after all these horrible reviews! I will NEVER EVER step foot in that store again nor ever order anything online. They should walk over to Macys and observe their customer service and learn from them! I sent back a gown and shoes the day after I received them on May 1st, it is now June 19th and I STILL have not gotten a credit to my credit card. First it took the dress 1 month to arrive after NUMEROUS calls, then they couldnt "find" it in the wearhouse?! So they cancelled the order twice and placed the order again. That was only after I got someone on the phone that spoke English! Then I sent the dress back due to the fact it arrived to late and 7 weeks later and still no refund yet they have the dress! I have placed 3 calls, have not gotten a person yet who speaks English and still nothing. Even the little internet websites that you order off of have better customer service than this huge entity! STAY AWAY. I am sorry Macys for cheating on you, I will NEVER make that mistake again. Lord and Taylor you really need to 1st get your Customer Service together, and have your agents here in America that speak English and know what they are doing! Absolute disgrace. I will post my experience everywhere possible so this does not happen to others. I am still out over $200 and they have my merchandise!

On April 20, 2018 I returned 3 pairs of women's shoes to Keystone Blvd, Pottsville, PA as instructed by Lord & Taylor. I kept the tracking number and the shoes were received on April 24, 2018.

I've called customer service at Lord & Taylor 6 times. I have a case #. But still no money!

Everytime I call I have to tell my story all over again. I'm tired of it all. And will think twice before I ever give L&T my business in the future!
Still waiting for my refund.

I went to a Lord & Taylor store on 4/18 and ordered (#[protected]) the perfect dress in my size for a gala on April 28th. I was told it would arrive 5-8 days. No problem I had 11 days until my event. On Tuesday 4/24 when I realize I don't have my dress yet I can customer service. I was told it is 5-8 business days and the day I ordered doesn't count so I say overnight me another one. They say they can't do that as an "overnight" won't arrive until 4/28 either. OK I say find me another one in another store and I am told there is no other dress to be found in my state but I am assured it will arrive 4/28. So I hold my breath and wait and wait and it never arrives. I then must put on an old dress and give a speech to 600 people. It is now 2pm on 4/29 and dress still hasn't arrived. Lord & Taylor you have lost be as a customer. Amazon will rule everything as they can get me products and now clothing next day. I write this as I have already waited for 45 minutes on hold to speak with customer service #lordandtaylordoesnotgetit #unhappycustomer #poorservice

An employee named Ray or Rey (she did not provide last name) was very rude & nasty with me over the phone. I called to inquire if the store had a certain item in stock & she proceeded to hang up on me (twice)) & was very belligerent & disrespectful to me. I am not the type of person to make complain about customer service; however I was so offended by this person's behavior I had to bring it to your attention. On the other hand I've had nothing but good experiences with your business & staff. Thank you, Able

I am dumbfounded by the lack of employee assistance in this Lord & Taylor location. I took me walking over to another counter to find assistance at the women's Designer Sunglasses. I was told "The lady at that counter is over there by the watches" by an employee who was busy assisting another counter. Finally After the "employee at the watch counter" was finished assisting her customer I had to stand there for a few minutes until she was done chatting and drinking her water until she finally acknowledged me. Unfortunately, this employee disappeared after I told her I would be right back to purchase sunglasses as I was waiting for my boyfriend to come downstairs from the men's dept. I have never seen anything like this.. waitingfor assistance to make a purchase in a store that maybe had all of 5-10 customers in there at this time. Finally I received assistance from a lovely woman who did not even work in the dept. She was the same women who assisted me in your cosmetics dept because there was only 1 employee for that WHOLE dept. but she was busy assisting someone already. This employee whose name is listed on my receipt im assuming was WONDERFUL but inexperienced in both dept's I was shopping in. I felt bad for her because she was trying to be so helpful but it was obvious she was not trained in either dept. She asked another employee for assistance in just telling her where she can find cases for both pair of sunglasses I had purchased. She finally got this employee to help her about another 1/2 hr of me waiting around. This rude employee (i didn't get her name but she was an older Asian woman)tried giving me 2 sunglass cases that were way to small for sunglasses I purchased. She had my sunglasses in her hand and she threw them down on counter, (lens side down) and said this was only cases available. As you can see I didn't purchase a pair of $1 sunglasses! How dare she treat my items that were already purchased like that! This asian women also started an argument in front of me with the nice employee Carmen listed on receipt. I've worked in retail before many years ago and if I could remember that type of behavior should not be done in front of customer's. This complaint may be long and drags on but I am really so shocked of the experience I had on Tues afternoon. I usually shop in the Scarsdale location and will never again return to the Yonkers location! The only thing that kept me there at your store to spend my money was the assistance from Carmen I finally received after searching for help. The rest of the staff that afternoon was useless! I strongly suggest hiring more employees and working on the way your employees act in front of customers!
-Jessica