Lord & Taylor
Reviews and Complaints

Bought $500 in gift cards for friend on lord & Taylor's website. Received confirmation and debit card charged immediately.

2 days later spoke with phone rep who confirmed items are 100% arriving before next Friday.

4 days later spoke with phone rep who confirmed items are 100% arriving before Friday.

Thursday comes, I call their toll free, rep tells me 100% not coming by Friday and in fact gift cards haven't been shipped yet. Tells me they will not cancel order despite they still haven't shipped items and twice provided completely false info.

HORRIBLE NASTY CUSTOMER SERVICE AND OUTDATED FULFILLMENT SYSTEM.

You deserve to go bankrupt immediately.

12 days later STILL

Today, 7/9/16, Lord & Taylor repeatedly put me through the online checkout process, put a hold on my credit card, and then displayed a message that says 'THERE IS A PROBLEM WITH YOUR ORDER' . I tried repeatedly to check out with 3 items in my basket that were all labeled "In Stock" - using 3 different credit cards, and had the same problem with all of them! After calling Lord and Taylor customer service they stated that they would release the holds with 24-48 hours and wasn't sure why I had the problem.
I do almost 100% of all my shopping online - PROBABLY ABOUT $10, 000 ANNUALLY - and this is the worst online site I have ever encountered. I WILL BE CONTACTING MY CREDIT CARD COMPANY AND NEVER SHOPPING AT THIS SITE AGAIN.

The worst customer service ever! Placed an order and the order is being shipped to the wrong address (Old information). I called immediately to resolve the issue and was told to call back during store hours. After calling first thing in the morning, was told they could not cancel and couldn't do anything! Would not even redirect package with fedex to the correct address. 3 separate calls with 30-60 min. Wait times and still no resolution! I will never buy another thing from this company!

Whoever designed the Lord&Taylor (LT) online system did not have customer service as a priority. And if there is a designated LT dept with the responsibility of maintaining/improving the online system, they have failed...miserably. I am an avid online shopper because I do not have or make time to physically drive to the mall. I do my shopping at numerous online sites with which I'm generally highly satisfied. As expected, customer order errors occur from time to time and, up until now, ALL of the online sites I use have mechanisms for correcting items that have been incorrectly ordered. This includes items having wrong sizes, wrong, colors, wrong patterns, etc. of the customer. HOWEVER, LT's system has zero mechanism for editing or canceling orders that have already been placed. Did the designer of the LT site ever consider there would eventually be corrections needed to orders or even the need to cancel orders? Did LT not ever bother to care that customers would be inconvenienced by being required to either drive to the nearest LT to make a return or repackage the goods and send them back via U.S. mail? Well apparently none of these considerations were made. And if they were, apathetic imbeciles were appointed to handle such problems. I find it hard to imagine I am the first and only customer to find a need to change an order after it had been placed. Each customer who has items that were incorrectly ordered must face the reality of being required to return the unwanted items either physically to the nearest LT or repackage the items and send it back. Bottom line is LT's system is not customer friendly or customer minded. So, guess what? I will never shop at LT ever again. Good luck in bankruptcy Lord and Taylor. You deserve it.

I just purchased a coat at 5th ave NYC store. It was originally over $700. They were having one day promotion and I thought it was a good deal, so I bought it. My sales associate was very helpful and she opened a L&T card to save extras. My size wasn't at the store so she order through the web. The next day, I rcv email saying the order is canceled. I called customer service and they said they don't have the size i ordered. There weren't any explanation or suggestion. I said i will take another size which is available but they could do it because my actual L&T card hasn't arrived yet. I called my sales associate at 5th ave store and she hold the one at the store. Today which already passed 5days...I went to store to re purchase, and the translation didn't go through because L&T credit dept still holding my payment from canceled order. I was on the phone over a hour and nothing got resolved. I don't even want to get the coat anymore. They treat a customer who is willing to spend for $700 like this? What kind of customer service is this?

After being hired as an employee of Lord & Taylor in the cosmetic area; I found there was virtually no training provided the manager Heidi never said hello or gave any coaching. The previous counter manager Jenna was either on her cell phone (against company policy) or gossiping with other employees. They even went as far as leaving the store without punching out to go to Starbucks (the manager gave them the money for this) and be gone for 45 minutes at a time. I was a new employee with many questions and after being out of work for nearly a year thought this would be a great opportunity for a life time career. I made great relationships with the customers, had very good sales its too bad Jenna felt so insecure about her position that she felt the need to undermine a chance at someone else career. Also the Account Executive for this brand brow beats and screams I heard she has been this way for years. I thought encouragement and brand training made for loyal employees and customers. I now have a much different view of what actually happens behind the scenes. Lord & Taylor look at the turn around at the Estee Lauder counter and take a peek at the lack of management - the Trend Show was a disgusting failure. No communication, just a manager who wants to be friends with in crowd. Not bitter just better for the experience and will move on knowing I did all I could.

I purchased a pair of boots in the Eastchester, NY Lord and Taylor location earlier today. Upon arriving home I went on the website to email someone a link to the shoes I purchased only to realize that the price of the boots was significantly cheaper than what I paid. I emailed customer service, hoping to receive a credit to my account for the price difference, as any store with good customer service would do. Not Lord and Taylor! I was told that prices on the website can be different than in the stores, and that I could try to go back to the store to see if the would honor the website price, if not I could return the boots and then purchase them from the website. Why would such a large chain have such a ridiculous policy? Maybe the store would honor the price difference?!
I am taking my business with Lord and Taylor elsewhere and urge everyone else to as well. Seems as if the customer service at Lord and Taylor, which used to be exceptional is going down hill, quickly!

I placed two online orders for some shoes, clothing, and wallets. The merchant, Lord and Taylor, charged my credit card and the charges went through. After one week and not receiving any shipping e-mail confirmation for my merchandise, I called [protected] and spoke to one of the representative. She told me that both my orders have been cancelled. When asked why, she said they were out of stock! So why did I not receive an e-mail or a refund? She had no answer to offer. I have never experienced anything so outrageous as this. Lord and Taylor is a major department store in the east coast and this is how they do business? They were out of stock on all 12 items I ordered! Please shop elsewhere online, or your item may be out of stock as well!

Lord and Taylor online service really needs to improve. I placed several orders in different time, some orders can be gone through, some orders were cancelled without any reason. I wrote a complaint letter to this company's president. However, I did not get any positive reply. Also, most items listed on the website do not have any back view. This company did not improve its problem and its staffs were not very happy about customer's return.
From my online shopping experience, I conclude that Lord and Taylor online department only welcome customer to purchase. Whenever customer has problems to be solved, this company's attitude always tells you that is your problem, not it's problem.
I can predict Lord and Taylor will eventually become a loser in such a competitive market environment. Because customers not only purchase company's products but also purchase company's services.

I placed an order online with my foreign credit card and received email confirmation. After a week I called Lord and Taylor to ask where the item was, because I never reined shipping confirmation. They told me the order was cancelled because they don't accept foreign credit cards. When I told them I never received cancellation notification, they insisted that email was sent. Although that is not true, I checked all folders thoroughly. When I received my bank statement and saw that they actually deducted money from my accout, I called them again. Customer service representative told me they never charged me. I insisted, saying that I had my statement. Then I asked to talk to supervisor. I was told he would call me within 3 days. 6 days passed, no one called me. I also emailed them on their website. I received a response that I have to talk to my financial institution directly. I called them again, same story, asled o talk to supervisor again, now waiting for a call fback. No one called me back yet! This is amazing. I never experienced such an attitude. Over thenphone they kept telling me they never charged me, but I have my statement in front of me and can see the actual charge. I don't know where to find complain. I also asked to finally sen me the order cancellation notification, because they never did. I still havent received that either! This is the worst customer service ever

I placed an online order with Lord and Taylor. When I received the confirmation, the shoes were not the color I ordered. I telephoned immediately. They said that there is no override or ability to cancel or adjust an order as soon as the submit button is hit. Shipping was free, so it is going to cost me to return it and keep stock out of service for weeks = not to mention I will not have my gift on time. I am never ordering again from Lord and Taylor!

I am writing to share my experience at Dulles mall store. I have purchased a pair of shoes for my mom and she wore them only once and the tip was chipped off (shoes was purchased on 7/16/2011 and I took it back to the store on 7/26/2011) I did not think it was fair for my mom to spent 54$ on shoes and wore it only once and the shoes would be chipped off (defective) I went to return it on Dulles mall store and come across terrible customer service from one of manager (mid height, fair skin, with an accent either Farsi/Dari) When she came to help with the return, first thing that she did, she picked up the shoes and said the shoes has been worn more then once (basically calling me a liar, honest to god that shoes was worn only once) She said Lord & Taylor doesn't make these shoes we only sale them (really stupid, what does this say about quality of your merchandise) she also said I am sorry I can't help you and you can't return this shoes, when I asked her if she can assist me since this does not seem fair. Again she said, I am sorry I can't do anything else, I only work here and that's what I tell all of our customer.
I knew I was dealing with someone that has no brain and no common senses.
The next day I called Chris Poloto the store manager to see if he can help me. I was shocked after my conversation that how he did not care with terrible customer service the day before.
He told me that"I do not know how your mom wore her shoes" (I still do not know what was he trying to make out of this nonsense statement) In add he said, I can bring the shoes so he can take a look at it, although"I won't promise you that everything is going to be perfect. I still can't believe what I heard, how irresponsible and unprofessional to hear this from the store manager. I understood why the Dulles mall store is always found to have not too many customers.
It has been a month since I have filed this compliant with Lord & Taylor and have not received a simple response. Unbelievable
Hasina

I purchased 3 items that I would like to return for a total of 103.39. As a full time Registered Nurse and a New York resident it was in my best interest to call and confirm that I would be able to get store credit before I take the trip out to New Jersey to return these items. I was told I would be entitled to store credit. MY COMPLAINT:
-I was denied store credit once I arrived at the store
-I requested to have the number to corporate and they gave me the number to the store for the manager that was on the premises that refused to come out and speak with me
-Upon speaking with the Executive Office they informed me that the discretion was up to the manager
-After requesting the manager for the third time she sent the customer service rep. out with yet ANOTHER message instead of coming to speak with me
-After waiting for about an hour the store manager came to speak with me in a very rude, short, unprofessional manner. I explained to her the product was still in the store on the shelves to be sold, the tags were in place, and I had my receipt, still she refused not giving me a valid reason for denying me store credit
-She stated "90 days for returns" when I proved through my receipt it hasn’t been 90 days she changed her response to 30 days
-She stated the product is no longer in the store and after I showed her the product on the rack of clothing she still refused
-I asked her name she questioned why I needed it and after a few minutes of quarrelling she wrote down her name with the spelling WRONG
-Not only did she not look at the product, after being told i spoke with corporate and they explained it’s at her discretion can she at lease look at the clothing, at a vulgar tone of voice stated “I’m not doing it that’s it”

As a valued customer and card holder I have never been so humiliated and disgusted with this corporation. As an outlet returns should be honored especially as an ONLY option for returns.
Lord and Taylor has lost a valued customer!

I purchased an item at the cosmetics department at lord and taylor in annapolis mall, but had to return it because it broke me out.
I went into the store to return the item and I had to wait 20 minutes for any type of service. Only 2 people were working at the counters. When I approached a csr at the shiseido counter to make the return, the lady refused to issue my return because I had purchased the item from the clarins line. It is not an issue at other department stores to return cosmetics from a different brand at another cosmetics counter...

I waited 10 more minutes until the "correct" csr asked me what I needed. I told her I needed to make a return and gave her the item and receipt.
She looked at me and said "I can't issue you the refund because you used it."
Flabbergasted, I said that it had not been an issue before. The csr began to get defensive and said that the return policy stated that any opened items could not be returned and had been in effect for several years. She then asked me if the product had been tested on my face before purchasing. I said no, it had not been tested on my face.
The the woman said she thought I was lying saying my face looks fine and I told her that I cover my blemished well and it's really none of her business. And why is she accusing me of lying and giving me a hard time? I tell her that there is no reason for me to shop here anymore because stores such as nordstrom do not give me this bs.
The csr then says "nordstrom won't allow you to return opened cosmetics products anymore now. Do you buy, use, return cosmetics products all the time?"
I tell her that I return items that I am dissatisfied with, in which she has nothing more to say other than she can issue me store credit, which would have been fine 15 minutes ago before the interrogation.

I am issued $30 in store credit, which I fight to the end because I do not want a single penny of my money to be spent at lord and taylor again. A csr from clinique comes over to me on the way out and says that this happens all the time and employees are also given a hard time when they issue refunds... Tyrant.

I will never shop there.

On checking my Credit Report at Experian on 3/5/2010, I was surprised to find an account attached to me. This account is regarding Credit Card from GE/Lord & Taylor. I do not have any such account or any account at Lord & Taylor. This report shows that the card is regularly being used and monthly payments are being made by some other person. I have been trying to contact GE/Lord & Taylor with no clear response. I am just being told repeatedly that they cannot help me and that I have to file a written complaint by snail mail and then maybe they might decide to clear up the matter. Attached is a copy of the said account at Experian on my Credit Report. I hope someone at the GE credit card company looks into the matter and rectify their reporting to the Credit Bureaus.

We have received 5 calls from people claiming to be from Lord & Taylor, GE Money, and Lord & Taylor GE Money. The first call was from an Indian guy named Kevin (I don't know of any Indian people with English/American names) who offered me a deal to pay for an account that I know isn't mine to pay. Automatically, I thought he was an ID thief so I blew him off. The second and third calls came in 5 days later, but no one was on the other line; so I hung up. The next day Lord & Taylor/GE Money called, I answered the phone and I asked the woman who called what is the address on the account she had, she recited it to me and I told her that isn't my address; she stated the name of the wife which isn't my wife's name, the last 4-digits of my SSI wasn't mine, and the birth date wasn't mine. I told her the phone number they have is mine and the first and last name of the person is the same as mine, but everything else didn't belong to me. She apologized for bothering me and hung up. But that wasn't enough, they called me again the next day. This time, I asked the guy to verify the address, but instead he gave me the name of the person he was looking for, and that's when I stopped him and said that isn't me. The first and last name are the same, and the phone number you have is mine, but the middle name of the guy you're looking for isn't me. I also told him I don't have a GE Money Bank account and I haven't shopped at a Lord & Taylor store or whatever it is. (Lord & Taylor as I found out is a department store mostly on the east coast. There aren't any Lord & Taylor stores in my state.) I asked him how to get him to stop calling me and he stated he would put a notation into their automatic dialer and the calls will stop within the next 30 minutes.

What is aggravating is Lord & Taylor/GE Money Bank has the wrong person, and I'm made to feel that I'm the culprit in this situation as they call every single day. I suppose I could stop answering the phone, but why should I be held hostage this way? My next step is to file a complaint with the Federal Trade Commission if Lord & Taylor/GE Money calls again because this is harassment.

Lord and Taylor's employees are scammers; they will not reply to your queries properly and leave you with mess. I was trying out some outfit for myself. I found the dress I wanted in Misses but it didn't fit me. My friend told me that I will get it in Women section and so we went there. I was surprise to see that the price of the dress was double of Lord & Taylor. The price of the dress in Misses was $206. The employee whom I ask about the difference of price was first of rude and then he told me Misses dresses are far old so they are given discounts on them and disappeared in crowd. Again we went in Misses on inquiry I came to know that the dresses in Misses section are just stocked in two days back. I talk to managers, surprised, told me that they could do nothing to help me out. I do not find this store a reliable and worthy for shopping the service is very poor and vast price difference.

The earrings I purchased from Lord and Taylor got tarnished and even though they say it is sterling silver, it did not come off when I used the silver polish. When I tried to return or exchange it, they would not give me more than $8! for it because I do not have a receipt.I probably paid close to $30 for it and it is worthless now. I would have never expected this from a store like Lord and taylor. I have called the custoemr service department and they were not very willing to help and were very negative about the possible solutions.So I am stuck qith a product that is not useable and it is not even my fault. It might be a small thing but shows and says a lot about the store itself that they do not stand by the products they sell and custoemr satisfaction is not important at all. The way they handled this was very very disappointing. I would say be very careful with what you buy, dont buy any Lord and taylor brands very bad quality and keep your receipts forever if you want to exchange it.