Lord and Taylor Customer Service Complaints - page 2

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.

LORD & TAYLOR is DOUBLE CHARGING ME $1,459.68!

I used my debit card to place 2 orders on November 13, 2020. Since my debit card was used, the transaction costs were immediately (and correctly) debited from my Checking Account. Order 1 ($416.12) had a total of 6 items. Order 2 ($210.32)

The following day, after I checked out online, Lord & Taylor sent 6 different email notifications stating that PART of my order was being shipped. Each email included a photo and the price of the item(s) that was being shipped, and the total order cost for the corresponding order was quoted at the bottom of the message. I noticed that each time I received an email, a corresponding DEBIT appeared in my checking account!!! The new charge wasn't for the cost of the item being shipped, it was a backwards accounting charge that indicated the REDUCED BALANCE of my original purchase cost, AFTER the Cost of the item (that was Shipped) had been Deducted from the original transaction total. For some reason, Lord & Taylor CHARGED the New, Reduced balance TO MY DEBIT CARD (which immediately appears in my checking account). was already paid in full on 11/13/20). THIS HAPPENED EVERY TIME THEY SHIP PART OF MY ORDER. Each time, a new charge is posted to my debit card!!!

For clarification: Order #1 is $462.12.
On 11/14 at 2:02 PM I received 1 of 6 emails stating that they shipped a dress (RACHEL Rachel Roy Marcella Floral-Print Sheath Dress Black Combo: $59.50). I received an alert from my bank Re: a charge to my debit card for for $399.05 ( = cost of dress + tax from the shipping state). THEY CHARGED AN ADDITIONAL $399.05 TO MY CHECKING ACCOUNT! Later that day at 4:15 PM I received partial shipment email notification #2 (of 6 emails) about a partial shipment: Dress The Population Liza Sequined Slit-Sleeve A-Line Dress: $49.60. My debit card was charged -346.47 (the balance after the cost of the dress + tax from the shipping state.

I get another partial shipping notification email #3 (of 6 emails) at 4:37 PM for Partial shipment of Tadashi Shoji Sequin-Embellished V-Neck Gown $97.00. That was followed by a text alert from my bank regarding a NEW debit charge of $243.65, which was posted to my checking account (the balance of my original purchase after the cost of $97 + tax was deducted).

I frantically logged in to my Lord & Taylor account to check my order history. I only saw the 2 orders that I had placed the night before (2 days ago on Friday, November 13, 2020). I suspected that my debit card may have been compromised. I called my bank to ask about this to find out if these new charges were "Holds" on my card? Were they accounting adjustments from Lord & Taylor? Were the charges actually scheduled to debit my account? Does the Clearing House show any reversals in progress? The bank representative and I were trying to figure it out. It appears that these charges may be incorrectly programmed adjustments on the Lord & Taylor side, that for some reason were charged to me. If ANYTHING, I should have received CREDITS in the amount of the cost of the garment - NOT an ADDITIONAL DEBIT for an item that I paid for 2 days ago on Friday, November 13, 2020.

While I was still on the phone with my bank, at 718 PM, I received ANOTHER shipping email notification # 4 (of 6 emails) Re: partial shipment of RACHEL Rachel Roy Lynette Off-The-Shoulder Sheath Dress $55.60. That was followed with a text alert from my bank reflecting another debit charge of $188.05 (the balance after the cost of the dress + tax was been deducted from my original purchase of $462.12).

THEN, at 7:35 PM, I received ANOTHER partial shipment notification # 5 (of 6 emails) regarding Order #2 (which originally cost $210.32 - Paid on November 13th): Tahari Arthur S. Levine Long-Sleeve Velvet Jacket ($63.60) - followed by a text alert from my bank re: a debit charge for $142.90.

At 7:49 PM I receive the 6th partial shipment email notice (also for Order #2) stating that Tahari Arthur S. Levine Velvet Slim Pants ($35.60) were shipped - followed w/ a text alert from my bank that a debit charge of $105.16 was posted to my checking account. THE TOTAL N-E-W CHARGES TO ON MY DEBIT CARD = $1,459.68 (American Dollars)!!!!!!

Oh, and THAT'S NOT ALL!! Last month I placed 2 orders on October 24, 2020 and another order on October 31, 2020. THE SAME THING HAPPENED WITH THOSE ORDERS TOO, however my bank ALSO suspected fraud and closed my previous debit card to prevent additional purchases. NOW that I've figured out what they're doing, I will have my bank go back and force Lord & Taylor to Restore the $3,560.55 of BOGUS duplicate charges for those transactions as well!!

What the Hell is Going On with their accounting department??? THESE charges are ON TOP of my original expense of $462.12 (for Order #1) and $210.32 (for Order #2) which were BOTH PAID IN FULL on Friday, November 13, 2020. In the fine print of the Lord & Taylor email communications the fine print states: "If you have any questions regarding your order, please reply to this email or contact customer service from 7am - 2am EST, 7 days a week, at 1.800.223.7440." Of course after receiving the first message, I immediately called the phone number, to receive the recording" Thank you for calling Lord & Taylor. We are CLOSED. Normal business hours are Monday - Friday....." This time, I asked my bank not to close my current debit card until after I reach someone at Lord & Taylor customer service and/or their Billing department. The email also states, "If you have any questions regarding your order, please reply to this email..." I tried to respond to the email communications.

The email's came from: service(at)e.lordandtaylor(dot)com . I responded to report the accounting error. I received an error communication stating:

'This is an automatically generated Delivery Status Notification.
Delivery to the following recipients failed permanently:
* service(at)lordandtaylor(dot)com
Reason: Permanent Error'


I understand what's happening. All of the additional charges that were posted, are adjustments that should NEVER have posted to my debit card. The adjustments should only have remained on Lord & Tailor's back end accounting - NOT presented as AN ADDITIONAL CHARGE TO MY DEBIT CARD! Just think, if I had used my Credit Card, I would NOT have been Aware of this issue, until the following month - after my credit card statement had been issued!!

THIS IS ESPECIALLY HORRIBLE, BECAUSE THE STORE IS CLOSED OVER THE WEEKEND! I made 2 purchases on Friday NIGHT (11/13/ 2020). There are 2 EXPENSIVE items that still haven't been shipped yet!! As of today, Sunday, November 15, 2020, I have ALREADY been overcharged $1,459.68!! Now there are 2 items from Order #1, which remain to be shipped. This means that Lord & Taylor may charge ADDITIONAL costs to my debit card/ checking account!! THERE IS NO WAY TO REACH CUSTOMER SERVICE ON THE WEEKENDS!! THERE'S NO WAY TO STOP THE ADDITIONAL CHARGES!! I found that OTHER people are reporting accounting errors as well. Many of those customers think that their credit cards were compromised. I can tell that this is a programming error in the Lord & Taylor automated accounting system. Someone F*CKED UP! I want my money back - Immediately!!

It's no wonder they're going out of business - but they better REFUND THE OVERCHARGES STRAIGHT AWAY! I am going to contact the local news station in my area to report this. This store is probably raking in millions of dollars in over charges to customers! DON'T SHOP ON Lord & Taylor's online website. If you mad recent purchases from the L&T website, I suggest that you check your account statements with a fine tooth comb! You may have been ripped off too!!!

I bought 2 dresses 1 month later ;I returned,because it was not my size and one was out of shape !I paid $200.00 dollars and they did not want to change it because the store It in backrupt.

I am appalled my how rude your two managers in your bay shore store were. I can see why it's closing. Amid Covid I attempted several times to return an item. This store was closed even before it was ordered to. I held on to return receipt I had from Macy's which is right across the way to prove I had made the attempt. I even returned after stores opened and I could see bars across the doors. Upon an attempt I reached out to a woman in parking lot who told me only open Thursday-Sunday. I go to store and now a big sign on building that store is closing. After spending a half hour browsing I come upon this little sign that says previous purchases cannot be returned. I asked for manager who did nothing but tell me how I should have called. I explained I attempted return but your doors were closed for no apparent reason. Step in an even riuder manager who won't even listen and keeps repeating over me that she is not taking it back. You should be ashamed to have these people represent you. I have been a long time shopper of that store to the point where I recognize your salespeople in public. Now I have an item I do not need and feel totally humiliated by the way I was treated. Not sure if I will return to being a L&T shopper and I hope both of those woman lose their jobs.

Waiting....
That is what Lord and Taylor makes you do. Wait endlessly just to be disconnected and then wait some more. They don't care, They suck!

I was just told I couldn't return anything after 30 days (14 for dresses), even if I had a receipt. This says you can return even after 90 days and get a store credit. How can I get decent customer service?

I bought a dress on line for $59:70 i wanted the navy and red however but i was only able to get the red in my size. So on Monday I went to the store and I found the dress it was $41:75 I would like an adjustment in price because its the same dress with different prices. Ralph Lauren 2007571755. I would this to be taken care of.i am a long time Lord and Taylor customer.

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.

your company take money off my ccard that didn't purchase, didn't know what it is for and it was taking off it was taking off four different times , please put it back on my card

My complaint is exactly the same as the other women's posts. It is very clear that Lord & Taylor's customer service department is not going to assist their customers in any way, let alone answer the phone! I also have a dress which I returned only to be returned back to me ROLLED UP IN A BALL AND THROWN IN A BOX! , with a note stating Final decision as per Returns Management. This is totally inexcusable. I will also file a complaint with the BBB and reach out to our local newscaster that helps with consumer complaints.

Returned a dress in May, with an authorization from Lord & Taylors, within 30 days of purchase. Return form states
I had 60 days to return the item. Dress was sent back to me on May 30, 2020. I have been calling and emailing them every day since May30th. I have several emails saying I can send the dress back, but their website will not let me print a return authorization. I was told weeks ago that a supervisor would reach out to me, but they have not. Their customer service is horrible. I have been a loyal customer for 50 years. Filed a complaint with the BBB two weeks ago. My Lord & Taylors case # 01281086.
When will L&T respond???

I purchased a dress online in February. Then the pandemic hit. I was waiting to see if I could return the dress if needed. I called several times and was told the dress return policy was extended to 90 days. The last time I called the man said I could return it but should do right away. I put it in the mail and sent it back to them. I called a week later to confirm and was told it's there I should be getting my credit soon. The next day the dress was returned to me. I called and got a manager in the phone and explained all of this. It seems that they changed their policy to 14 days now. But that was not the case when I bought it or returned it. He emailed me a return slip - I sent it back. It was just returned to me again. I am so disappointed and disgusted with lord and Taylor. I shop there a lot and cannot believe their customer service.! I am going to call corporate and not stop till they take this dress back.

Terrible Customer Service. Outsourced their customer service to call center in the Philippines. I can hear them speaking Tagalog in the background. I was shorted a sweater from a purchase which I paid for but did not receive. I was told they cannot refund and to wait 30 DAYS because they are backlogged and have a lot of refunds- I smell BS!! I called back 30 days later and they extended the time to an additional 2wks because it's business days not calendar days. WOW---SO Extremely disappointed. I will never purchase from L&T as this was such a terrible experience.

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 am totally disappointed with Lord & Taylor customer service. It is outsourced to people who are totally inept. For a "quality" and expensive store, you really should have comparable customer service. It is outrageous. I am an online shopper as I live in CA and I will not shop there again.

I am again disappointed with customer service. Calls are outsourced to another country, and I have to continually repeat myself. If I ask to speak to a representative in the US, I get told they are unable. To corporate, why don't you try calling your own customer service? It stinks!!!!!!!!!!!!!!!!!!!!!

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?

No return label and no form to check reason for return came with my order.

I purchased a blouse on line- a bit too small across the bust. Had it for a week before I could send it back. Still had the tag attached. They sent it back saying they couldn't accept it back in that condition (the condition it arrived in to me) No wonder you are going out of business. This blouse was $69! I called and was on hold for 10 minutes then when someone finally answered the phone hung up. No one said anything. On hold again for 10 minutes, still waiting for someone to answer! Will never buy from your store again!!

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.

I am tired of my order being cancelled and refunded and then ordered again ... shipping emails. Items removed place again my bank account and my patience can't handle! 3 days of complete nonsense. At this point cancel my order and I'm done with this company omg