"TERRIBLE experience!!! I purchased 3 gifts for my wife and when I received the package, 2 of the items were wrong! They sent me two of the right item (I only ordered 1) and one that was completely different! The UPC codes were not even remotely close! When I called customer service, the woman gave me the obligatory "sorry" and said I could PURCHASE the correct items and they would refund me for the wrong ones when they received them. When I pressed the issue with "why do I have to purchase them again?"...she said "because you have our product"...I said "not the product I ordered, & you have my money!" After I had to ask for it, she agreed upon sending me a free return shipping label and they will refund me upon receiving the items that I did not order. This is not the first time I have received the wrong item from an online retailer...However, this is the first time the retailer has not tried harder to remedy the situation. I am returning this entire order and will never do business with Lord and Taylor again"
"There should be negative stars for this one. The customer service just sucks. I am not sure how a high end store like this even survives with the competition with such a horrible customer service. I placed an order on the website for a suit. My credit card was charged and I was given a confirmation that my order will ship in 2 days. On the 4th day I received an e-mail canceling the order claiming that they don't have an item. How is this even possible. Why allow customers to place an order which can not be fulfilled. These guys know only how to take an order but not to fulfill it. I called their customer service demanding an explanation and they hung up on me the first time. I was persistent; I called again and waited for over 30 mins to talk to someone. The customer service rep and the manager (Seeth) declined to help and offered no explanation on how this happened. If Lord and Taylor is not able to fulfill my order is that really my problem. This store needs to get its act together."
"Don't walk.....run from Lord and Taylor Online. I placed an order for five items and three of the items are being sent from different stores with separate Fedex tracking numbers. I just received an order that was supposed to be earrings and a belt. I received the belt and no earrings. I called customer service and they told me that someone will call me within seven days. Unbelievable! I'm calling my VISA bank and putting a stop to the payment. I'll send the bloody belt back!"
"I bought a pair of shoes from Lord & Taylor with 2 day shipping (through ShopRunner). Got an email with a FedEx tracking number the next day. The tracking information did not change for a week. So I do an online chat with Lord & Taylor. They tell me the same thing that I find on the FedEx site, and say they'll look into it and email me back. A few days pass and I get no email. So I call in, after multiple attempts (the phone system did not recognize the numbers I put in, and yet didn't automatically forward me to a representative, just hung up on me) I got put on hold and eventually someone came on. She didn't know how it was shipped ("Hmmm...this isn't a UPS tracking number") so when I told her she probably typed it in online and said yeah that's weird. But I had a case open, oh, it takes 21 business days to respond. No, she can't cancel the order because it's already been shipped. Yes, she is aware that the item doesn't seem to have actually been shipped. It takes 21 days because the "Service Excellence" department is responding to thousands of issues at the moment. (Thousands of service failures! Someone needs a new name for their service department.) So now Lord & Taylor has charged my card, not shipped anything out, but can't cancel my order because it's already been shipped, and won't send me the product while they figure out how they screwed up. Beware of ordering from this company. "
"Wost company ever! Order confirmed and got cancellation email! I won't buy from them again in my life! Wish I can give negative star!"
"They just cancelled 7 items of 10 in my order! No email, not notice, no nothing. Also, I returned a $200 sweater over 2 weeks ago and they say they haven't received it. I do most of my shopping online and I will NEVER EVER use them again. I wish I had seen these reviews before I placed my orders. I am about to dispute the charges on my credit card."
"lordandtaylor.com / lord and taylor online store has to be the worst online merchant that I have ever dealt with (and I primarily do all of my shopping online).
I had 3 orders canceled on me for the same reason - their online inventory did not match that of their actual warehouse inventory. the response was that L&T just "updated their system" (iow experienced a technical glitch) and that hundreds of customers got the same default order cancelation email that I did.
hundreds of customers? likely, more than thousands. and you expect to compete in the online marketplace with retailers like amazon and gilt group? get real.
the rep offered a marginal discount off of my next order to show their apologies. like she actually thinks i'm ever going to make a purchase from their online/b&m store in the future? screw that.
What Lord and Taylor SHOULD be doing is personally calling their customers to apologize for the inconvenience and taking the blame for poor decisions made internally on some third-rate software application.
Sure it might seem like L&T is offering an attractive deal but think twice if you believe you will actually receive the item."
"I've never had a problem with Lord & Taylor thus far. I've ordered from them online several times and their sales are great and they're the only ones that include free samples to try and show that they appreciate your business. My most recent order had a little problem of their "free shipping" on my order and I was charged shipping. They gladly credited the shipping to my account!"
"According to return tracking information. Lordandtaylor received my return on FEB 7th but I still havent received $252.88 refund back on my discover card.When I called to complain about this they give me various excuses. They haven't given refund back on my card. Stay away folks! This company is the worst I have done business with. Pure scam!
I made 2 online orders and I paid for and used 2nd day shipping that means my order was supposed to be delivered in 2 business days. But Lord and Taylor used UPS ground shipping which took over 7 days."
"I tried 2 times to buy clothing from them and they cancelled 2 times. That's fine.
But the problems were, they hold the credit card pre-authorization for 6 days and even now they still hold them. Then my credit card limit is lower because of this. I can't use my credit card to buy other things.
I contact their customer service. The fist time they said the pending authorization will be removed between 24-48 hours. The second time they said I shall contact my bank.
Now 6 days passed, the pre-authorization is still pending.
I will never buy anything from them."