Absolutely awful customer service! The dress arrived damaged, and without return label included. Started returning online, but the site showed "Return label error ".
Two days sending emails to customer service, didn't get any response or help. Life chat not responding either ( waiting on chat more than one hour for assistance)
Lord and Taylor is an incompetent company. They sent me a dress and it had no packing slip or return label. I ordered online so I used this site to mail it back via UPS. They never refunded my money. contacting them by phone, email or text is a nightmare. They finally got back to me and asked why I didn't send it back using their label, WELL that is impossible since they didn't send a return label. I sent it back using UPS and tracking it. Someone signed for it and I have proof. Now they say they are sending a request to the resolution team . Waiting for their response. ugh
I ordered a dress online that I need to return and had no idea that there's not any in person stores available?!?
I can't call the company because there's not a phone number and the item needs to be returned before a certain time or I only get a store credit.
I didn't receive a pre paid label to send this back as stated in the return online company policy.
Can someone help me out, please!
I order merchandise and I have not even received it
It have been one week and they have withdrawn funds from my bank.
I emailed them but They are telling me they are working on it.
I feel like I have been robbed. The merchandise I order was over 500.00.
What can I do?
Like other commenters in this feed, I have shopped with L&T for many years. Moving forward, this will no longer be the case. I have been trying to obtain a status on my refund for over a week--despite the fact that I returned over $500 worth of merchandise to them almost a month ago. I will be lodging formal complaints against this company with the Better Business Bureau and the Attorney General of the State of Pennsylvania and would encourage others to do the same.
I have had exactly the same experience others have described, with online purchases being shown as not available for return, though there was no mention of that when ordering. In addition, the customer service phone number responds with "this number is not authorized from your calling area". What to do now??
Ordered 2 formal dresses because I needed to decide and check size. When they got here, the dresses were like a size 4. They were suppose to be a 10 so I could have altered and very cheap looking. Went to return and they are saying non refundable. NO WHERE does it state these dresses are non refundable. Not on site not when ordering nothing. Wont be using Lord and Taylor anymore for anything!!!
I bought 2 pairs of sandals from Lord & Taylor on line.
Order # 18329443 Zip Code 10309 Purchase 51987 Total Comfort Kedzie Wedge size 7 in Taupe and in Black. Unfortunately, they do not fit well. I tried to do an online return and a notice came across the shoe picture that they were non returnable. No where when I made the purchase I was told that they were not returnable. Please help me rectify this problem.
I have a dress I bought from L&T on Feb. 28th I have been trying to return to the store but it has never reopened since the covid and now they will not return it. I didn't know I could return it by mail I have never done that and I have shopped at Lord & Taylor a long time. This is sad and unfair.
note: they do not take responsibilities for returns - return at your own risk, they can change your item with something ells and they wont give u a refund. this was my experience, no one to talk to. they don't care about u. no customer service, very bad. yes u can email me and will reply to u, be carful,
I have been a Lord and Taylor Customer for over fifty (50)years and I have purchased in store and lately on-line because I am unable to drive to my favorite store in Bethesda, Md. I was very dissapointed recently when I returned a jogging top and pants to Lord and Taylor in Columbia and was told that the shipping fee of $9.95 was now nonrefundable. I have returned items before and the entire price that I had paid including shipping was refundable.When did the policy change? Why Is the shipping policy not stated in the original order before one actually places the order?
I returned a dressy blouse that I received because it was a little too small. I never wore it, it was within a weeks time. The label still attached. They sent it back to me saying they could not accept a return in that condition!! What condition, It was hanging in my closet just like when I got it! I'll never shop there again!
I did not realize that it cost so much in shipping back the merchandise. I kept two of the three items. I would not of purchased these items if I knew the cost especially when most retailers are fighting for business and offering much much less expensive or free shipping. This is the very LAST time I will buy from you. Every company has its own policies but the impact of yours will cost you dearly in the long run.
JUST placed my FIRST AND LAST ORDER WITH LORD & TAYLOR. The item I ordered was too small, so needed to return. Called Customer Service and was instructed that since the item was just wrong size and not defective in some way, I will be charged $9.95 to return a $10.00 t-shirt. HORRIBLE CUSTOMER SERVICE, when so many other retailers now offer free shipping & returns.
I totally agree with Frustraded in May. This was not correct size, now I have to pay to return it and be docked $9.95 from my refund. Don't think I'll be using this site any longer. And I too did not have a return address label in my package. Very poor customer service. Since I don't have a store near me I have no other option than to send it back through mail.
I purchased a dress size 12 that is not true to size, way too small. The website states that a return label should have been in the package but it was not and I could not figure out how to print one. If I'm reading correctly I have to now pay the shipping cost to return the dress and pay a $9.50 fee for returning it - If this is accurate, terrible.
I have just returned from the UPS store paying almost 33 dollars to return two pairs of shoes that were much too big. I tried and tried to print a return label but was unable to get one. I was however able to print a return packaging slip which I put in the return package. This was horrible service and I will be really upset if you charge me anything for returning these shoes. Very frustrating and I will think twice before ever ordering from you again.
I wish you had sent me the correct shade,I could have gone to Macy's in my area but now I have to go out of my way to sent item back and I want it credited to my Lord and Taylor charge. Now I will go to Macy's and get the correct shade. This is a bad experience for a senior in her 80 who is trying to keep up with the modern world. Not so thankful
Carol W Bell
They say there is a printed label in your shipment but there is none. They say you can print one out on line but you can't. Not a very good system. The invoice says they will charge you $9.50 for returns, they say on line they will charge you $6.50. Which is it???
1)returns with cash receipt require to show an id?
That would be outrageous, don't you think?
2) Lord & Taylor card Accounts opened way back many years ago, require to provide SS & Date of birth? Outrageous, again.Just because Capital Bank, now, wants it? How about before, none of the banks Lord and Taylor used requested it. Don't you realize how much id theft is going on that companies cannot handle? I would like an answer from the most higher up. Thanks
I purchased 4 cashmere sweaters from L&T Ridge Hill Yonkers NY location. I did not wear one of them for over 90 days. It still had tags original wrapping etc on it. When I tried it on, I found it had a big hole in it. I returned it to the store 11/14/16 as a defective item looking for an exact even exchange. Unfortunately I did not have my receipt. The original cost was $199. However I did not pay that much for it.. I believe I paid around $70 being it was on clearance and then a coupon applied. The sales girl scanned the tag and said it was an over 90 day item. She called the manager over and that person said you can call store manager on duty to do an override. The sales girl told me that I cannot do an even exchange, I need to pick a sweater that is $70 and exchange it for that. Not sure of the rationale behind that, but o.k. I brought a $69.99 sweater back to the cashier/sales girl. there was another extremely rude store manager there that said, "I'm sorry we cannot exchange for $69.99 because it is over 90 days" The best we can do is give you $17 on a new purchase. I said "you just told me I can exchange for a $69.99 item" She said "we are retracting that". "It's $17 or nothing". I told her that this is a $200 defective sweater and you're offering me $17? She said "you can take it or leave it". Then she asked me if I wanted my defective sweater back. I said "are you serious? youre asking me if I want my merchandise back that I paid for" I told her I do!!! I paid for it!!! She said "we don't know that either do we?"
Never before have I been so humiliated by anyone ever in the retail business world. I told her "you have lost me and my family as great customers of L&T forever" "I will never buy another thing from L&T" she said "thank you, have a great day"
L&T is the worst run company I have ever dealt with. The L&T staff in the stores severely lack training, professionalism, politeness. It is apparent that they totally don't care about what kind of experience their customers are having. This all starts at the top with the senior management of the company. Elizabeth Rodbell needs to get in touch with what is happening in the stores. It's not enough to have a nice product to sell. The customer experience has to be good as well. Otherwise people will not return.
In May I purchased 2 dresses at nearly $400 using PayPal. Returned them unworn with tags within 2 weeks. It is August and I still have not seen a refund. Now lord and Taylor is trying to claim that I never returned them. I was dumb and didn't photo copy my recept of shipping labels. PayPal is siding with lord and Taylor at this point. Very disappointed.
Maybe I can save some poor soul some aggravation by posting this..... When you return an item to Lord and Taylor via mail using their pre-paid "smart label", the tracking number on the return label is useless to the consumer as the numbers do not work when entered into the USPS tracking site. One must go to the site : Newgistics.com and use their tracking system. This is the only way you'll get info on the route of your package. This really should be posted on the L & T website because I just wasted 40 minutes of my time getting to the bottom of this. Thanks to the gentlemen the from customer service at L & T who finally knew the answer. The USPS was clueless.
I would like to know who keeps a receipt and box from the cosmetic they purchased? yesterday I returned open makeup use approximately 5 times. it was Lan0;me , my favorite cosmetics. I did not have receipt but It was charged on my lord and taylor card. the women at the Lanc�´me counter looked down upon me as I were trash . now, every cosmetic and salon product on earth is returnable from every manufacture ( I work in the beauty industry) her attitude was not appreciated. all I wanted was to credit my account after purchasing another Lanc�´me product. anyway I have my new product but she really gave me a thorough questioning and again degrading feeling ! P.s lord and taylor is my favorite store for me and my family, I was very surprised at this womens behavior s
look out for the manager in the girl's dept. at braintree. she's like a rabid dog and behaved as if i were pulling a fast one on her when i explained the item i bought was defective. why were the tags removed? well, in my family, we take the tags off our clothes before wearing them. and then we might find that the clothes are defective. imagine! She treated me like a criminal and muttered under her breath as i walked away.( with a full refund because i dug in my heels ) only didn't complain about her for lack of time.
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