"I placed an order for a pair of shoes for work and paid extra for overnight delivery and expected to receive the package in a couple of days. However, as soon as I placed my order, I never received a single email confirming my order went through correcting. Nevertheless, I did receive an email from PayPal confirming payment so I just assumed the order was placed. Fast forward a week, and I still didn't have my shoes. I called customer service and waited patiently for a rep to answer. Once I got a live person, I asked to check on the status of my order to which they replied the order didn't go through because they couldn't find it. I gave them my phone number, email and name and they said it wasn't in their system and to dispute the charges with PayPal. After I hang up, I call PayPal and they say I have to call back L&T because it is still showing the order is processing and can only be cancelled on their end. This time I decided to write them instead. I send an email to customer service and told them the situation. Again, after a couple of days their was no response (still none and going on 14 days now). I decided to call again and this time spoke with a supervisor. She confirmed once again there was no order placed so they couldn't cancel it. I hung up and immediately ordered another pair of work shoes from a different retailer assuming the pending charge would soon fall off. Another week or so goes by and today after I come home I see a box from L&T and sure enough it's the shoes I ordered (25 days late). I called L&T back and told them what happened. I asked if I could be reimbursed some for the time, money and effort I spent to get these shoes. This was my first time ordering from there and said it wasn't a great experience. The rep then tells me she could reimburse the shipping charge and discount my order 10%. I am not a pushback type of person and really hate asking for something unless it's warranted, but this particular experience made me feel like more should be given. She said that was all she could do. She asked her manager and she pumped my savings to 15%. I asked to speak to the Supervisor because I felt this was still not adequate. (If I didn't work as a Supervisor for another retailer for 7 years prior, I probably would of accepted the offer. However, I know that these compensations can be bargained and it really just depends on how good of a mood your rep is in that day to get a higher discount). I asked for more and she declined. She then went on to actually giving me a lower discount than what I was originally quoted from the first rep. I asked for someone above her. She said there was no one higher than her on the floor right now so take it or leave it and as an extra dig she said she didn't even see notes in here saying I called or emailed before and implied I was lying. I told her the reason why she didn't see my calls is either a) I'm a new customer and they never sent an order confirmation to my email b) the reps each time never wrote any notes legitimately each time I called. Whatever the reason, I felt dismissed as a customer. I asked for a case be made to give me a half off my order and waived shipping. I believe if I hadnt asked for my case number, my request would of never been submitted because after she said she put in my request and I asked for the number she said she had to put me on hold because her computer wasnt working right for her to be able to see my case number. I am now waiting for customer relations to get back to me to probably tell me they can't help me either to which I will keep calling and climbing the ranks until I reach someone who will oblige my request. "

"I have been shopping online for many years now- over ten. It's easy and simple, right? - Not with L&T! Placed an order over the holiday weekend, not once but 4 times! The checkout process kicked me back out to cart view- with an error message indicating something went wrong. I checked in with my CC account to see that my card was charged several times. No worries figured I would call in.... after 3 more attempts I am STILL waiting to get the holds off my original card. And still waiting for their CC department to get back to me as to why the last order was ultimately canceled without notifying me. "Check your info with your CC company". Five days later this is what I am told, as well as that I have to wait 72 more hours to hear back from their CC department. Never again. Stay far away from their online orders- their systems seems to be outdated and unreliable. "

"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. I’ve 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 I’ve spent on getting my refund is outrageous. If I hadn’t persisted, they would have stolen my money! "

"Steer clear of this outfit. Just hung up after 42 minutes on hold waiting for a guy in Costa Rica who could not find our account. "

"I have overlooked many things during my years as a Very devoted customer. Not any more, I was sent by the BayShore store to the Huntington store to purchase a petite. Petites are only carried on line? Rather perplexing.. The length from shoulder to waist , lenghth, arm length all is reflected in a petite size. I get an email notification for everything else from LT. but not that one. Could that be considered discrimination? The long and the short.......I went to Saks and they now have a new client, You are better off going to a thrift store than LT. They are not what you pay for and the associates are not friendly, don't know the merchandise, defensive and rude! My Chanel records I will have sent to me "

"I'll start with the positive which is that I am a member of ShopRunner, so if L&T actually ships the product - then receiving it in a timely manor is usually not a problem.
My issues are mainly with the quality of the product, and also the website itself. I choose to shop at the (horrible) L&T website mostly because of the good deals that can be had combined with free shipping, being a member of ShopRunner. I guess you could say 'you get what you pay for' which is certainly the case here. Often times much of what I buy is on sale. With that being said, I am still expecting to receive a product in its original with with tags condition. However, what I find with L&T is that often times what I received is a product that has been removed from all its original packing, and somethings even reticketed with cheap Lord & Taylor tag.... in general unkempt condition overall.
My other issue is with the website overall. I could go on and on and on about all the issues I've had over the years, but I don't even think I could remember all of them at this point. The company is definitely 'behind the 8-ball' as far as technology is concerned and that still hasn't changed. I think what i most concerning to me is there is little evidence that ANYTHING is being done to address ANY of the number issues you can find described here or on other review sites across the internet. Whats worse, is that these bad experiences don't just seem to be limited to the internet, but are also happening in the stores as well. Anyways, back to the original topic - I've received items that were not the item displayed on the site, sometimes the prices and promotions are off or don't work properly, there has been more than one that time something I've ordered gets cancelled, the photo's available to look at are HORRIBLE, STILL no in-store locator for items (even if its always a little off). I actually had to start a new account, because there was some issue with my wish list that even customer service could help me to fix - You get the idea."

"I was in Lord and Taylor waiting for an hour for a salesperson to help me. Not a good store. The salesperson was very slow and didn't care that they were taking way to long. Don't come here."

"I Placed an order. On their web they said that " Isabella Rose Strappy Bikini Set" and in their detail box also clearly said that" set includes bralette and Hipster" i ordered it and they only sent me the Top. I called them and they said the website was something something...means they didnt accepted that was their fault and they should do something reasonable! I had to placed the order with the bottom separate and paid 42$ for shipping, so i could get it on saturday! My trip is saturday's night!. And they told me to send the top back and they refund the money lol! My trip is tomorrow ! I told them can they offer me a discount on that set because i only recieved half of the set! The top! They told me they cannot do anything. They give me 10% on next order! Lol u make me buy thing and give me discount! It means i have to buy from them again to get 10% discount??? What? Nevermind"

"Tried to order items in the evening- the website has so many errors the prices didn't come up correctly in the check out area - some of them were priced at $100+ what they were priced as on the item pages - waited till the next morning to put an order in by phone. The FIRST woman I spoke to was straight up illiterate. Her accent was clearly from somewhere in the south of the USA. She couldn't read any of the item descriptions - mispronounced about half the words. She couldn't spell, I spelled out every part of my name/address/information 10 or more times and she still got it wrong. Put in my huge 8 item order - and she still couldn't get the information right! My cards were declined 3-4 times by this time from wrong information. I asked for a manager. Got disconnected. After that 40 minute conversation I had to go back to work - so I called again after. Got another woman, much nicer, and she was literate at least, she put my order together - but by this time a lot of the sizes I wanted were gone! And now all of a sudden I am not eligible for two day shipping? So we are almost to the part where I pay, but she needs "5-10" minutes to put my order together and asks if she can call me back. I wait for twenty minutes, no call, and then miss her call 40 minutes later. Called back to the service center and got another woman, who sounded much nicer and more put together, and I tried to pay with her - but then it had been declined so many times my card had been put on fraud alert - got off the phone and talked to my card company. Called back, finally placed my order after 6 phone calls and 2.5 hours on the phone. If I didn't like one of these suits so much, I would have given up and went elsewhere. Next time I won't bother. Here's to hoping all my items get here.

"

"Worst shopping experience ever! They double charge your credit/debit card. Once when you order, again when they ship. This caused me an overdraft fee and my money was held up for over a week. The customer service rep told me, "Oh, that happens. It's like when you go to a tester aunt or hotel- they might over charge for incurring expenses like tips." ?????????? Really? Really? Then, no tracking. It's been a week and my order has still not arrived. I'm going back to Nordstrom... Lord and Taylor is the WORST!"

"I made a purchase on line from Lord and Taylor on Dec. 30,2016. At the time of purchase, Lord and Taylor's website stated "additional 20% off of sale items." There was a code to be entered at the time the purchase was made, to which I complied. I did not see the discount in my purchase summary. The purchase went through and I called customer service to have them make the adjustment for the 20%. I received an email from the customer service agent with a case number and was told my discount was being processed. I never received the discount and NO ONE FROM CUSTOMER SERVICE CONTACTED ME AGAIN TO TELL ME THE STATUS OF MY NON-EXISTENT DISCOUNT.
After receiving the garment, I decided to return it because I never got the discount. In looking at the return label provided, it said that I would be charged $9.50 to return the garment using the label provided. I called customer service. I was told that the garment I ordered was exempt from the discount though the website did not state that nor was I told that when I originally contacted Lord and Taylor's customer service by phone to inquire after the missing 20% discount. After a lengthy discussion, I was issued a "complimentary" return label (meaning I would not have to pay the aforementioned return fee) but when I asked to have contact information for someone in customer service to let them know about my experience with shopping on the website, I was told I could NOT speak to anyone nor could I have any contact information for the head of customer service. This is no way to run a business.
DON'T BUY FROM THIS WEBSITE!!"

"IF I COULD NO STARS I WOULD!!!! WILL NEVER BUY FROM THEM AGAIN
COMPLETELY SCREWED UP MY ORDER- NEVER GOT A CONFIRMATION- CALLED THE N3XT DAY & THEY SAID OH WELL.
EVERY SUPERVISOR I SPOKE TO WAS CONDESCENDING- ACTUALLY HEARD THEM LAUGH-,LEE U **** AT UR JOB
WHAT HAPPENED 2 THE CUSTOMER ALWAYS BEING RIGHT
WORST EXPERIENCE- LOST ALL MY BUSINESS
"

"I placed my order online on 11/25/2016. and they never send me the handbag. I called them they said the handbag is in fedex, they are not responsible for anything. so I called fedex and they told me that the label has been create it but they never receive the handbag so I called lord&taylor back and they transferred my call to shop runner, so I spoke to shop runner they told me the handbag is still in lord&taylor warehouse. The supervisor from lord&taylor is so rude and she didn't give any answer and just handed up on me. and their customer service people barely can speak English couldn't even understand them. and they told me that I can't even ask for the money back because I have to wait after I receive the bag. SO DO NOT EVER SHOP ON LORD&TAYLOR. "

"I had two Lord & Taylor gift cards. I attempted to use them to purchase an item from their website. The website gave me an error during the check our process. I tried it in Chrome, IE and Firefox, but the error was always the same. Suddenly one of the gift cards showed a ZERO balance. How was that possible? There was no order confirmation, so it looked like it was charged for nothing? I called the customer support and was on hold for over an hour. Then they told me that they can't help me. They had to open an internal investigation case and said that it would take up to seven business days before I hear back from them via email. I never got an email. One week later I received a FedEx envelope with a replacement gift card. This time I called the customer service to palace the order via phone to avoid the issue with the gift card not working on their website. It took over 30 minutes before I got through. I placed my order and gave them the gift card information. The representative told me that the second gift card I had did not work. She could see the balance, but the system didn't accept it. WTF? She gave me a number to call from Hudson Bay (their patent company) support to address this issue. Of course they were closed and I had to wait until the next day. Next day I called that number. Luckily it only took 5 minutes before I got someone on the line. The person told me that they can't help me and need to transfer me. I was on hold for over 30 minutes. I finally got to the next person. She also said that she was not the right person to address this issue, someone at Lord & Taylor would need to address this. She wanted to transfer me again. I explained to her what I had been through and that I was extremely frustrated and tired of all this. She transferred me to a Lord & Taylor customer support supervisor. I explained everything again to her, she said that she could try to complete that order for me. I gave her the open order ID, she was able to somehow apply the second gift card to my order. I thought that I would be finally done with them, but when I gave her the gift card number of the replaced gift card the balance was ZERO again! WTF!!!! How is that possible? She said that there was nothing she could do and that she would have to launch another investigation and I had to wait 7 business days - again. WTF? Here I am, got nothing other than a case number. No money, no merchandise. How long will this continue? This is the longest nightmare ever and it's not over yet. Be smart and avoid them, look at all the other bad reviews. Help to boycott them, spread the word, drive them out of business, that's what they deserve.

This was by far the worst online shopping experience I have ever had. The customer support is lousy, the wait times are unacceptable and no one at Lord and Taylor seems to care about the issues and the customers. You think Walmart is bad and has no customer service? Well, after dealing with Lord and Taylor I love Walmart now, they are a million times better."

"I ordered a pair of boots for my daughter she needed for a play. Low and behold the day of arrival I recieve a message saying they are goin to be sent back because of an invalid address. I call customer service and she tells me that they printed the label wrong! What? Ok so I ask her what are they going to do about it. She tells me when they recieve the package back in 5-7 days I will recieve a refund. Uh no that will not work it is tues and I need them by Friday. Well she then proceeds to tell me she can do and express order and send them out to me and I will have them Thursday. Great! Let's do that. But the gotcha part is that I have to repurchase the boots all over again. So not only will i not recieve my refund for another week but now I have to come out my pocket with some more money because of you all mistake. I am so disappointed. Will never order from here ever again. If you have the extra time and loads of cash to keep giving them by all means order from here, but if u expect to pay 1 time and have your orider on time...please dont!"