Lord+Taylor

Horrible company to deal with. Made an online purchase which they lost! Took almost a full month to get my refund and only after I threatened to report them to the BBB

I made an online purchase but the quality was not what I expected so I returned the clothes. $83.78 I paid for the order, they refunded me $66.98. I lost $16.08.

Never again!

I had an order a while ago, before end of 2020, lordandtaylor.com issued to me the physical card, clearly marked on it lordandtaylor.com, before their Saadia Group purchased Lord & Taylor, my order #*******181, I never never never rec'd the package, and store give me this gift card, with number: xxxxxxxx 3292, right by this thanksgiving, I happen to remember I have it and try to redeem it, guess what, its not redeemable, I try to contact lordandtaylor.com, guess what, they don't have a customer service answer phone, no direct phone number to call, no live person, but only chat! And email, can you believe it, that's lordandtaylor, a hundred years old reputable company, I asked to redeem my card, and all they advise is: LORD AND TAYLOR have no option to refund the balance on the physical gift card,they changed management and they have no any contact, no any documents for previous transactions, gift cards, nothing, therefore, somebody just took that money! Will you still buy from lordandtaylor.com??? Think twice before you place your order.

They seem to have a policy of selling wrong products and then denying the refund AFTER you return it! They shipped a completely different product and after we returned it they sad it was not the original one OF COURSE NOT THATS WHY WE RETURNED IT! Not the old lord a Taylor for sure! No wonder they struggle

Was charged for items never got them they just kept saying they are on the way weeks after order had to contact my credit card company

Published 73 seconds ago
Took money from my card but refused to fill order
I spent and hour filling my cart online. I went to the checkout and put in my card info. It said they could not complete the order. I called my credit card company and was told they took the money out of my account already.

I called Lord and Taylor and was told they don't accept prepaid cards. BUT THEY TOOK MY MONEY FIRST, THEN DECIDED THEY WOULD NOT FULFILL THE ORDER. It was important to place the order today bc there was a 15% discount which only was available today

I spent a long time talking to people in the Phillipines who had no authority to do anything about my problem. It was a total waste off my time and they still have my money.

What a shabby ridiculous operation! Go elsewhere!
Edit

I love Lord and Taylor. They have a great selection of Mens dress clothing and they usually have some very good discounts. Now they have the whole thing online and it is a real pleasure.

I purchased a washable sweater from Lord & Taylor. I wore it twice and washed it once (about two months after I purchased the sweater). When I took it out of the washer, I saw that the sweater had come apart at the neck seam. I contacted Lord & Taylor via live chat. This was Lord & Taylor's response:

I apologize for what happened. I apologize, but after checking the details of your order XXXXXXXX, it does not qualify for a return. Per our return policy, the return request can only be processed within 30 days from the shipping date. We apologize for any inconvenience this has caused.
Per our policy, you can return products within 30 days from the shipping date. To return the item, it should still be in its original packaging with the tags still on it. Only unused, unworn, and unwashed items can be accepted for return. Lord & Taylor cannot offer an exchange or credit for items that have been altered or personalized. You may check this link https://lordandtaylor.com/pages/return-policy for our complete return policy. Please note that we have $9.95 return shipping fee.

What a ridiculous and unhelpful response. The sweater did not come apart until after I removed the tags, wore it twice, and washed it once. This is completely unsatisfactory, and I will never order from Lord & Taylor again.

I ordered a size 14 gown for $698 and paid for faster delivery.I asked for a discount and they gave me a code for 20% off and paid $558.40. Three days later, they canceled my order stating they did not have enough stock to fulfill the order.So I texted L&T, there is no phone number, to ask what happened.The agent said it was the vendor's fault but my size is still available so I can reorder. I said that vendor emailed there was no inventory so can you please contact the vendor on what sizes are available. Agent said they can't but their website says its available.Meanwhile, I don't have the refund to pay again it takes several days for refund to come in.Also, L&T could not give me 20% code because they used it already and cannot use it again.So they would compensate me with free standard shipping but that is free already due to the amount of money I'm spending.The agent clearly had an attitude after I asked to speak to a supervisor. Agent said "No,I already gave you the appropriate information." I then used the online chat with another agent who said the dress on their end is available so just reorder it. The gown was a MacDuggal, so I emailed them and their response was that the gown was NOT available so L&T's site is not up to date and I would have wasted my time reordering something that's not available and been out over a thousand dollars waiting for their refund!

Lord & Taylor are scammers. I sent merchandise back and tracking info showed they received it, the merchandise had no issues, yet they would not refund my money. Customer Service admitted they received my return and they had some confusion over a separate price adjustment due to a coupon mistake they made. They promised to issue the proper refund, yet they would not do it. I had to call again and again over the course of five weeks and I was given a case number every time, yet when I called back, I was told my case was closed and had to re-open a new case. Ive had to continuously waste my time calling back, being put on hold and having to explain my situation over and over. I was made to feel like a beggar. The last straw was the final time I called demanding my refund, I was transferred and put on hold several times. When I finally spoke to a manager, explained the situation yet again, he said there was nothing he could do but he would call me two hours later with a solution he never did. The inordinate amount of time and energy Ive spent on getting my refund is outrageous. If I hadnt persisted, they would have stolen my money!

Unfortunately I had to give them a ONE star, they are definitely a negative zero. I saw a pair of Pink Gucci Shoes online that I was interested in purchasing. The description of the shoe said beige. I contacted L&T to verify that I would be receiving the pink shoe I saw in the picture and not beige. Hani H told that me that the picture was wrong and the shoes were actually beige. The next morning I see that the description had been changed to pink so the shoes were actually pink. Unfortunately my size was now not available. I order a different color in a 9 1/2 and I was sent a 10. I returned the shoe and reorder the shoe in a 9 1/2 and again I was sent a size 10. I provided the Gucci size chart in my return to help. I've contacted their slack customer service numerous of times trying to get it resolve. They basically just send you a email stating " I'm happy to help" but actually don't. This process of trying to purchase these shoes starting on February 4,2022, thirty days later, (March 4,2022) I'M STILL WAITING ON ASSISTANCE. They have no standards as far as customer service. Worse online shopping experience I've ever had!

Don't not shop with them. Took for ever to ship and once it did it was return without my consent stating my address was invalid smh. No other business ever had an issue with my address

0 stars. Lord & Taylor has no customer support. There is no phone number to call. They do not respond to your email. I placed an order for about 8 items, only ever received 6 items. Never received 2 of the items.

I have emailed them 4 or 5 times about that matter and have not gotten any response.

I also had a skirt in this order, which in no way indicated was a final sale/no return item. When I went to place the return, it stated that the skirt was not returnable. Afterwards, I went and read many other reviews claiming similar situations: /. No where on their site does it state anything about any of their items being non-returnable. It is only when you go to actually return the item that it says you cannot return it. I did receive an email with a return label for the skirt after I emailed and complained. It was just a generic return label, nothing personal written to me.

I did return the skirt with the other items. I have now received an email stating that the skirt is on its way back to me... what in the world? This company is absolute garbage.

I spent $400, never received 2 of the items, received a terribly ugly and hugely oversized skirt that looked nothing like the pictures and that I apparently could not return. I returned all the other items received mostly because of irritation with the company, but also because of poor quality clothing, I received a $60 refund... how does that even make sense?

$400 spent, returned all items and recurved a $60 refund? What!? And I cannot get ahold of their company at all. So disappointing.

I ordered a dress for a wedding back in October. As I tried on this dress one of the plastic tags came off. The dress did not fit. I am five feet and the dress is very long and I decided against the expense of getting it altered.
I got online and talked via the customer service chat as this is the only option they offer to let them know the tag came off and that the dress didn't fit. They said no problem and return it and expect a refund within a couple of weeks after receipt.

I paid for the shipping, received notice that the dress had been received. SIX weeks later they said that since the plastic tag came off they were sending the dress back and denying my refund. SO ensued another month of back and forth e-mails. It started with someone saying they couldn't help me to someone else saying they would help me and back and forth. After constant follow ups on my part,
I received an email this morning saying I couldn't return it because there were MISSING STONES? Seriously?

Now they are making up new reasons to not accept my return. This is all brand new nonsense and a reason for them to add more false reasons to avoid processing my return.

I am not going to take it up with my credit card company. The money has become secondary but the assault on my character and the false accusations are despicable. DO NOT ORDER FROM THEM.

This store has a good name, and if wants to stay that way, should definitely change employees dress policy! Please, do not allow your employees wearing outfits that are later placed in store for customers.
There is a lady in my neighborhood with disgusting body odor who is employed by L&T in Schaumburg. This lady (her name is Beata) keeps wearing store clothing - she just admitted this fact to many people. She wears those outfits not only when she is going to the store for 2-3 hours a day, but she also does the yard work in it and then, sweating smell is absorbed by this cloth, which eventually is brought back to the store and displayed for purchase. This is very bad practice and should not be allowed, not only because of her stinking body odor, but also because of coronavirus.
She was sending some outfits to the customers who ordered online, but before she shipped out, she was wearing it!
It's so disgusting and dangerous practice!
L&T Management, please change the policy, do not let any outfit be worn by your employees!
For now, I will stay away from shopping at L&T.

NEVER EVER TRUST Lord & Taylor!

They have a very untrustworthy retail process for purchases and returns. Might I add, if you have an issue with your purchase, or need a satisfactory resolution, you're better off retailing elsewhere.

I ordered a bag and the color I got vs the color I ordered, was incorrect. It described as tan and off white but the photo appeared more like a coffee color, which I wanted what was pictured. The order confirmation showed yellow and white, and when I got it, it was beige and camel.

I reached out to their customer service, via email, which is the only way to get some kind of dialog going, and was instructed on sending the bag back for a refund that will take 7-10 business days, of which I would be charged a shipping fee.

Huh? The error clearly came from Lord & Taylor, and the only resolve is for me to go through the headache of sending the bag back for a refund and be responsible for paying shipping?

I was not pleased with this as I expected they instruct me to return the incorrect item, and they will ship the correct one, according to their website description.

I asked them to escalate the issue to management as I need to have the correct item sent out and they ignored my emails.

I filled with BBB and seen a ton of similar complaints. Its documented that Lord & Taylor has been consistent with poor customer service for years now, and they haven't made any attempts to improve thier customer service. For example, like add a customer service 800 number for starters.

Its very shaddy to take customers money, but then hide in the shadows when the customer needs resolve.

How incompetent is it for a supposed prestigious department store to deal so unprofessionally with customers?

Matters that can be easily and accurately handled, they chose to scale down to a non existent and incompetent workforce that is causing the company bad publicity in then end... How stupid!

It cost them more money to frustrate people, then to provide customer satisfaction.

Buyer beware received fake handbag. Customer service no help, will not acknowledge and refund. Stay away!

NO Phone Numner To Call. No Physicall Address To Send Back Products. All Sales Are Final, Which They Don't Say when You buy. They Charge $7.99 For Shipping (5-7 Days) It Took me 10 Days To Finally Received It. Their Sizes Are Way Too Large & When You try To Send Back, You Have To Pay Postage To Returan back & No Refund On Your Original Shipments.

I placed an order online on7/26, on 8/2 I chatted online because you cant speak to anyone and my emails were not being replyed to, the order was unfuliflled so I requested they cancel the order, instead they fulfilled it the same day and I received an email with a tracking number and delivery date of 8/5. I contacted my bank to have this disputed, and processed a return even though I had not yet received the order, they havent sent our anything and the shipping stated 8/5 however it is still showing " the delivey date will be provided as soon as possilbe" I have chatted and chatted with someone for the last 8 days with still no resolve. I WILL NOT ADVISE ANYONE TO DO BUSINESS WITH THEM EVER!

I made the mistake of ordering my brother's gift from here! It was never delivered. Customer service is non existent.

Never received order. No communication - no phone number and not possible to speak with live person.

Shipped my order to a non existent address and would not provide support after the error. No human to talk to either.

I wish I read the reviews before I placed an order.
I ordered 2 different sizes of the same skirt.
Neither of them fit, so I initiated the return.
I wanted to return them to the store, but learned that stores are permanently closed.
Both items were going to the same place, so, naturally, I placed them both in the same box, even so I paid for the return shipping costs for both items.
Only one of the items was refunded.
When In contacted customer service this is their response below:

Thank you for reaching out, I am happy to help!

I apologize that you still did not receive the refund on order *******. No worries, let me assist you.

Upon checking, I can see here that there are return labels that were confirmed from your order. Please be informed that we are service partners to multiple brands and hence, we deal with hundreds of transactions every day. In returning an order, we do have a specific process to help us track and process the returned items easily. Without using the correct and specific return label, we will not be able to find the returned items. Our warehouse receives a high volume of incoming and outgoing transactions every day which is why we do have the system to automatically check the orders.

Kindly note that each return label should be used in separate boxes when returning multiple orders to avoid any refund issues because if you used one box only for all the items, it would show in our records that you only returned that one order number. The refund will only be processed for the return label that you used when you returned all the items. In your case, our system only recognized the order in the return label you used. Therefore, only one order was refunded. Moving forward, let me go ahead and relay this concern to our team and set a proper investigation. I will get back to you with an update.

Please let me know if you have any questions.
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Have a great day!

All the best,
Mark R.
Lord and Taylor | Customer Service Specialist

It was sale item, the return amount was about $31, but boy that Mark R. From Lord and Taylor put out a good fight for $31! Good job!

Please go somewhere also.