"I wish there was a zero star option. Below is a copy of my confirmation email. However, it was redacted and the customer service rep couldn't pronounce the word "inventory". Just now confirmation means nothing to them.

YOUR ORDER IS CONFIRMED

Order Number: ***-***-****

Order Date: 03/24/2018

Thank you for shopping at lordandtaylor.com. Your order is currently being processed, and we will update you again via email when your order has shipped.

We will attempt to ship your complete order in the same package. However, in order to provide you faster service, you may receive more than one package. This will not affect your shipping charges in any way."

"Product was on clearance for $80. Product "sold out".
Next day, product was suddenly available again, this time on "clearance" for $165.
Purchased the product and asked for a price adjustment.
First, I was told I cannot get a price adjustment because the product would still have to be on clearance. I responded that it was still on clearance, only double the price! Then another representative responded that all sales end at 11:59.... so I would have had to purchase it at 11:59. This was not a sale. This was a clearance item that was not part of any special sale or promotion. It was on clearance one day at $80 (sold out) and the next day at $165 (suddenly available)? That's a terrible way of doing business. I always knew department stores are way overpriced, but this is a different level of dirty."

"I placed my order a few times and each time was rejected without any explanation. I had to call the customer service to get help as the email response is very slow. They kept telling me it was my credit card problem even I used my E GIFT card. They could not tell me the real reason which doesn't help me to fix the problem to place an order again. They asked you to contact the hotline but they then could't answer you the questions and told me they to wait for their call within 72 hours. We are living in the world every minutes count. They have no idea how to do business.

I would not have spend my time with them if I had read the reviews.

"

"My Lord and Taylor experience. I drove 100 miles R/T to East Hartford to use a $40 dollar Gift card. When I arrived there I explained to sales clerk what I had to spend, and apparently it was not enough to get her attention as she went back to doing administrative work rather than helping me. When I returned home I went on-line and purchased a small necklace from their on-line catalog. What I received was not the same as what was advertised, so I called the on-line ordering number, and explained my concern. They suggested I return the item using the return instructions that came with the purchased item. The return instructions stated there was $9.50 fee on returns (more than 25% of the item cost), so rather than return it, I emailed Lord and Taylor Corporate in NYC with my complaint, and they did not respond. I then followed up my email with a letter, and again they did not respond. This entire process has been aggravating to say the least. Customer service is clearly lacking with this company, so beware. If this store closes for lack of sales I would not be surprised. "

"OMG...I attempted to order several dresses from online Lord and Taylor. The customer service was abysmal to say the least...sad, sad, sad.
1) Ordered merchandise on Saturday...received e-mail Saturday night saying order cancelled...what the heck?? Called on Sunday and no one could give me an explanation for cancellation. They offered to re-order the merchandise and expedite the shipping. I received an e-mail from the customer service rep...obviously, does not know English very well...misspelled and out of context words.

2) The total for the dresses was about $350...they charged my credit card 8 times (yes, 8 times) for the exact amount. I am working with my bank to resolve this COMPLETE DEBACLE.

3) I don't feel confident that I will ever receive any merchandise. Thank God I used a Visa and not my debit card; they probably would have wiped out my entire account. LEARN FROM MY EXPERIENCE...DO NOT ORDER ONLINE FROM LORD AND TAYLOR. "

"My dad and I ordered a beautiful movado watch for my birthday from Lord n taylor worth of 441.47 dollars. . After the email confirmation i reached out customer care of L&T she said it would take 4-5 business days for the order to be delivered i ordered on friday 9th feb and it was supposed to deliver by next week.
On saturday i got an message that my package was delivered and signed by a person name RITA and i live in a good community and there is no residence with that name. . I spoke to the leasing office they dont have the package.
This is highly frustating because this was my birthday gift and which is not delivered on time and then i had run behind fedex and l&t asking them what is the status of my package.
Customer care resprestative says it would take 14 business days for them to process this claim
Seriously?? This is not a customer’s problem to run behind them after paying a huge amount online. .
They are not ready to send other watch or either refund the amount.
Lesson learnt: Never order anything from lord and taylor instead go with macys nordstrom etc they are best when compared to L&T

Suggestion: Make sure you deliver it to the right person check their identitity such as DL , state ID or passport.
Make sure you that it is appropiate house and person that your delivering. .

Horrible experience and worst service "

"I ordered a wallet over a week ago from Lord and Taylor. I did get a confirmation of my order. However, I never received any email letting me know my item shipped. So I had to make several calls to find out the status of my order. The representatives were very helpful and the information they gave me was accurate. I was very concerned after reading all the negative comments about them. But I have to say they surprised me and I would order from them again. My item was everything they said it was and I paid 60 percent less then what it was originally priced at. Not a bad deal.. Over all I give them a thumbs up..."

"I signed up for text alerts and was advised that my package was delivered to me. However, I never received it. I contacted L&T and was advised to contact the post office. They have no idea what happened to the package. I call L&T back and I get a Customer Service Representative who tells me to call back in 5 business days for a resolution. WHAT?! So then I ask for a supervisor name so that when I call back I don’t have to go through this process over again I can just escalate and get it taken care of and she said she doesn’t know any of her supervisor’s names and she can’t tell me a name. I said can I have a code or just a first name and she says no I can’t give you a name and then she said she can’t give me a number and one was unavailable to speak with. So now I have to wait another week before I can even START the process for investigating where my package is or a refund. I am EXTREMELY DISAPPOINTED and really thought that I would have a much better esperience than this. I just want my money back. Next time I’ll shop at Macy’s or Nordstrom. "

"Every time, I place an order for an item on sale, lord and Taylor conveniently cancel the order after the sale is over for no reason. When I check the status online, it shows in process and display the delivery date, however I get email that my order was canceled. I called and the associate doesn’t know why. I asked if the order can be reprocessed, the associate said yes but not with the sale price. What a fraud."

"Hugely Disappointed! I purchased jewelry for my wife's birthday back in October. Pieces dropped off of two of the items the very first time she wore them.

I just ordered my wife some sweaters. All of them showed available when I placed them in my cart, but they claimed two were out of stock when I tried to complete my order. I removed them, went back and tried again as they still showed available on the merchandise pages. Same thing!
Let's add some insult to injury. I was not able to get the two my wife liked best, so let's take away sweater #3 from her, too! YEP! I received an email from LT hours after my order was confirmed and my card charged saying one more sweater would not be making the shipment!
I wrote customer service two days ago and have yet to receive a reply... and my email showed the 3rd sweater in question was still on it's way even after they pulled it!
Shipment arrived. NO SWEATER! Can you say, MACY'S?!

Here's their "Customer Service" Response!

"The sweater cancelled because it was out of stock, There are times, however, that errors occur relating to product descriptions, pricing and availability. We reserve the right to limit orders if inventory runs low due to overwhelming orders or if specific suppliers have quantity restrictions. I do apologize for the inconvenience."
- Sarah Haddle
CUSTOMER CARE... Specialist?!

There were three sweaters not one. Let me translate their response for you, "WE BLEW IT. WE BLEW IT. WE BLEW IT. TOO BAD!""

"@lordandtaylor really needs to step up their gift card policies. Canceling a customer's order without calling them and then telling me I have to pay out of pocket to reenter the order because it's policy that a new gift card is sent for the return credit instead of putting the balance on the original gift card is insane. By the time the new card arrives the sales would be over and the items would be gone! Really bad policy for such an upscale store so disappointed!!!"

"If there were an option for zero stars I would have picked it! The worst experience. I saw the reviews prior to ordering and thought okay my experience had to be different. No. It was awful. I ordered shoes as a Christmas gift. Paid for 2 day shipping and when the shoes finally came they were the wrong shoe. I called the customer service number and the representative reordered my shoes charging my card additional money and promised that the shoes would arrive for Christmas. 2 days later, I received an email about the second order being cancelled and called the customer service center again. The representative was clueless and so unhelpful in explaining what happened. All she could offer was a refund of my money. So now, I am to wait 5 business days for the second refund. Take the first shoes back and wait up to 14 days for my first refund and I’m still left with NO SHOES. I had to find another site and pay AGAIN for the shoes and additional fees for overnight shipping so that they would arrive for Christmas. STAY AWAY!!!"

"This company is infuriating. I have placed 2 orders, totaling 7 items over the course of a week. Three of these items were canceled days after my original purchase and never delivered. The first was a red dress I ordered for the holiday that arrived in the unwanted color of blue. After speaking with a customer service representative she confirmed the error on their part and then informed me that the red color was sold out and no longer in inventory. I now have to go out of my way to ship this dress back to them and pray I will be appropriately refunded. The second screw up was on a Coach clutch I purchased for a Christmas gift. Two days after my purchase I received an email stating that my order was canceled, sans any kind of explanation. The customer service representative again informed me that this item was also sold out and no longer available. The third item was a baby toy that was again canceled without any kind of apology or explanation. So, I must ask, what does this company have that IS in stock and available for purchase?

I don't understand why the Lord and Taylor website would allow purchases to be processed when they don't have the inventory available. I suggest hiring a new web developer who can keep up with the times and demands of their customers. If something is sold out it should be clearly stated prior to adding the item to my online cart and authorized for purchase.

The Lord and Taylor customer service representative, although apologetic, was quite useless. I was offered a 10% discount on a future order for my troubles. 10%, really?? I used a promo discount of 30% on my original order and she had the audacity to offer me 10% off after THEIR screw up? As if I will be ordering from this company ever again! For what? To be ultimately disappointed and inconvenienced? My last ask of the customer service representative was an email address I could have to quietly express my disappointment. She could not furnish that request either. So, to the online forums I go.

It is amazing that a business conducted in this fashion is able to stay afloat with the amount of quality online competition in existence. Needless to say, I am immensely frustrated and disappointed with Lord and Taylor. They will not have my business ever again.
"

"I would not give them any stars but have to give at least one...this was the worst experience I've had in years. They shipped my order to wrong address. I called and they said they cant change it and say sorry. "

"Lord and Taylor is by far the most frustrating and unreliable company I have ever had to deal with. I’m used to companies like Nordstrom and Zappos, with quick, impeccable customer service, and policies that do everything they can to ensure your shopping experience is a pleasant one. It took me 8 emails and 2 phone calls for my situation to be fully addressed, and I am still waiting for it to be resolved ten days after my first attempt. Needless to say, I will absolutely not be doing business with Lord and Taylor in the future.

Although the multiple customer care representatives I spoke with were polite and tried to help, it seemed like they were simply offering scripted replies because there wasn’t much they could do. I’ve worked in retail and customer service for 3+ years so I know what it’s like to have no control over corporate policy. I don’t have any problems with the individuals I spoke with, but it was a constant struggle to get the company to even acknowledge that anything was wrong.

I ordered two pairs of shoes in the same style and different styles and received only one, as well as an invoice stating the other size was “Cancelled - Out of Stock”. My card was still charged for a product that was unavailable and the company made no effort to inform me of this error. It seems entirely underhanded and deceptive - as if they would just pocket my money and act like nothing was wrong if I hadn’t come forward.

Apparently, Lord and Taylor’s website “doesn’t update in real time,” so there is always a possibility that all or part of an order gets cancelled. How is this business still functioning? I have never once run into this issue anywhere else in all my years of shopping online. On top of that, the company either cannot or does not credit money back to the account in a timely manner, which is simply unbelievable. Two or three days I understand, but ten and counting??? I’m still waiting for a refund on something I never received. Every step of getting my money back for a situation out of my control has been a hurdle that apparently requires 3-5 business days to investigate, and 3-5 more business days for the money to make it into my account.

I am fortunate that I have both the time to deal with this ridiculous situation, and that I am not in financial need of the money right away. I can’t even imagine how much more stressful and absurd this would be if that weren’t the case. This whole ordeal has left me in furious disbelief at the deceit and manipulation of this well-known company. I plan on keeping a copy of my invoice when I send in the shoes I did receive for return because I wouldn’t put it past this company to dismiss my case or pretend like it never happened. Get it together, Lord and Taylor."