Lord & Taylor

Hello,The refund was in fact processed to a giftcard on 02/*/2015. However our team did not have your address or contact info in order to send the giftcard.Therefore the credit card listed on the receipt you provided was credited, $248.03 on 02/**/2015.Thank you.[redacted]...

[redacted]

Hello,Our Return Validation Department reviews all accounts where they see a high return rate. The customer was sent three different letters leading up to the the return block on her account that notified her of the situation and why it was happening. As an accommodation, I will have the return...

block removed. The customer needs to be aware in the future that L & T will continue to monitor all returns on any credit card accounts.Thank you.[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined...

that my complaint has NOT been resolved because:

Thank you very much for responding to my complaint in such a prompt manner. I regret that I had to escalate this all the way to a Revdex.com case, but I had exhausted all other avenues available to me. In regards to the original gift card that was issued, I would simply like you to know that two separate agents in your customer service department asked for the gift card number to “secure” it, as you’ve said, over the course of the last three weeks. I am not sure why the procedure was seemingly never completed in the first place, but I would hope that the additional details may assist you to better train the department to handle such issues. Additionally, I fully expect that [redacted] will notify me when the transaction has completed, as I am aware that they release customer funds immediately upon receiving them. I would like to know (which I have asked numerous customer service representatives) if I will be notified by Lord and Taylor when you have completed your internal processing and are releasing the funds to [redacted]. I request this notification because up until now, I have had to call in just to be told that my refund is “processing”. Throughout this process, I have received no email communication whatsoever since the original order shipping email and customer service survey was sent to me on October [redacted]. I have also been told repeatedly that “[redacted] refunds can take a while”, and since I know for a fact that they are not in the habit of holding onto customer funds, I can only conclude that Lord and Taylor is the source of the delays. Please let me know how I can expect to be notified by Lord and Taylor that my refund has been processed.  As a matter of course, I will respond to the Revdex.com and mark the complaint as being acceptably resolved once I have actually received the funds in my [redacted] account. I also thank you for the gesture of sending me a gift card as an apology, and my mailing address is:[redacted]
[redacted]
[redacted] Once again, thank you for your response, and I look forward to this matter being resolved at long last. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,The [redacted] of the [redacted] store location is contacting the customer to refund her for the mascara and also to get more information about the MK bag.This case is closed.Thank you.[redacted]

Hello,Our Service Excellence team is reaching out to the customer. They will have the giftcard applied back to her credit card.Thank You.[redacted]

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
1. The response only dealt with one of the requests I made regarding customer service going forward.2. The response was inconsistent with all the other communications I have had with Lord & Taylor. At no point were the mailing and shipping addresses mentioned as issues. I have two last names and I live half time on both coasts. In the entire history of online returns I have never heard of this being an issue. I would also like to note that the names were not completely different - the first name and my first last name were exactly the same. The only difference was that my second last name was on one of the addresses. 3. I paid via [redacted] and the first and last name, shipping address, e-mail, and phone number are all the same as the ordering information. Therefore there was no reason for this problem to arise. Why is the shipping address relevant to a return? Furthermore, the last [redacted] I spoke with kept his word and issued the refund to my [redacted] account. If the shipping and billing addresses were an issue how was he able to make this happen? 4. To this day I have not received a confirmation the the shoes were returned to the warehouse. I was told during the entirety of this process that this was the issue. To my knowledge it has not yet been resolved. For these reasons, I do not believe that this issue has been resolved in totality.  In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,
[redacted] is contacting the customer back and will have the product shipped out to the customer.
Thank you.
[redacted]

Hello,Our Service Excellence team is handling the issue. They have opened a claim with [redacted] and are refunding the customer. They will email the customer the receipt copy of the credit.Thank you.This case is closed.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint...

ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Lord & Taylor has no option but to provide the $100 Gift Card to me - as these are my funds that they have been withholding. So saying that this is being issued is not a helpful response. They need to address the fact that I have spent over two months attempting to resolve this issue! Therefore, this is not an acceptable response at this stage. I would like to know what Lord & Taylor will be doing to compensate me for:a) Holding a monetary amount of $100 for two fiscal months - I have requested bank rate interest to be provided on this amount;b) Compensating me for the time, phone-calls and amount I have had to spend in attempting to recover my own funds - for the last two months. - I have requested Lord and Taylor to allocate appropriate compensation for this.I request for the business to provide a full response, including how they are compensating me for the errors they have made for the last two months. If the tables were turned and I owed money to Lord & Taylor - I would be expected to pay all sorts of additional fees - the business should be held to the same standard!Thanks.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,The customer was credited and they are also sending a giftcard to her as an accommodation for her troubles..Thank you.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Hello,Our Service Excellence team member contacted the customer and is having her refunded and also offered a giftcard as compensation.This case is closed.Thank you.[redacted]

Hello,Our Service Excellence team will credit back the customer.Thank you.[redacted]

Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]The response that we have received is absolutely unacceptable. This is the third time that Lord and Taylor has told us "your check is in the mail and should be delivered tomorrow." This issue is not resolved, because I have not received my check. It is unprofessional and inappropriate to tell a customer, "if you have not received by today, you should receive next week." <---this statement makes absolutely no sense.  I didn't receive it on Friday and it is now Monday..I assume it's not coming. Furthermore, I have not even received as much as an apology for this HUGE inconvenience.I am very tired of these same excuses, it is possible to track mail. I would assume that if Lord and Taylor was truly concerned with resolving this issue, they would put a check in the actual mail and provide the customer with a tracking number to ensure its delivery.I remain completely unsatisfied and frankly my patience is wearing very thin. Again, this has been going on since January.? 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I...

have reviewed the response made by the business in reference to complaint ID [redacted], and find that it was incorrect but that I have been contacted again and it has now been resolved. For several months I have been given incorrect information and am frustrated that it has taken this long but am glad it is now resolved.
Sincerely,
[redacted]

Hello,Our Service Excellence team is contacting the customer and will re-issue the giftcard. It was cancelled because we do not ship giftcards to Canada.Thank you.[redacted]

Hello,Our Service Excellence team is contacting and refunding the customer. They will also offer a giftcard for the inconvenience.Thank you.[redacted]

The check was sent out.Please let me know that it was received at this point.Thank you.

Lord and Taylor
Went to store and found items I wanted in other than my size. L&T advertise in store that company will locate and mail items to customer if available. I found and requested six items to be mailed if located elsewhere. The clerk found the items in other L&T locations but was able to order just two dresses. I was informed that the other stores had a small quantity and as the items were on sale were not available for shipment. This I could understand since they were sale items. L&T does not make it clear on their claim to ship that there are caveats to this claim.
However, I think the store should give the customer the option to pay for shipping and handling in cases such as these and not a "No" answer.

Review: A purchase was attempted through Lordandtylor.com on 4/*/2014. The order never went through and no confirmation was given. My debit card had been charged 5 times by the company. When calling to get this matter handled I was told it would take 3 days I stated that is unacceptable because my account was put on hold and I need to speak to a manager. The [redacted] I spoke to assured me that the information that was required for my bank to lift the holds wold be faxed over immediately and the matter would be expedited. I followed up the next morning to find out that the fax was never sent due to missing information. I previously provided my contact information and was assured that I would receive a confirmation call but I never got it. I waited this time one the phone until the fax was sent. I again follow up with my bank and the did not have the correct dollar amount on the fax. I call lord and taylor again and The third time the fax was sent my bank could not accept it for 2 reasons: 1) it was a duplicate of the previous and 2) it was not for the correct amount. I then called back lord an taylor on 4/** to have this matter corrected. Another fax was sent and an order was placed over the phone using a different card this time. The previous 5 charges had been cleared by now however the item was still needed. The [redacted] on duty approved to have it overnighted and all shipping and billing information was verified via telephone. Today I noticed that the package had not arrived and contacted Lord and Taylor and the representative I spoke with informed me that the order was cancelled due to information not matching. Spoke to a [redacted] today ([redacted]) 4/**/2014 and he was not able to give me straight answers as to why was everything verified correctly over the phone but not entered into the system correctly. At the phone point of sale why wasn't I notified that it did not go through and further information was needed? Further more why wasn't I contacted? He was unable o provide answers to these questions other than he apologized. I am very dissatisfied with the lever of professionalism displayed by them staff member that I encountered. I had to delay my financial obligations due to the company putting holds on my account.Desired Settlement: Due to the inconvenience I had to endure during the lengthy time it took for the complany to provide my bank what they needed to clear my account as well as the fact that I still do not have the item I intended to purchase, I feel the company should provide the item at no cost to me.

Business

Response:

Hello,

Our Customer Service Rep. contacted the customer and offered to replace her order with free overnight shipping as well as a 30% discount. [redacted] declined the offer. All authorization holds have been lifted off of her account.

This case is closed.

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The information provided is not accurate. I am not married. The sender was [redacted] which is a friend. The dress was a birthday gift. [redacted], a loyal Lord and Taylor card holder found a gown that she was interested in. After this company continued to inconvenience the order and also my checking account, [redacted] accepted the 30% discount and also attempted to place an order that was not fulfilled. She gave the [redacted] her personal credit card information with billing address. When [redacted] contacted Lord and Taylor for a 7th time, she was informed that yet again there was an additional error in placing her birthday dress order. She was informed that the billing information was switched to [redacted]'s and they apologized again. The apologies are not good enough for the hassle, headache, and financially stressful situation that this company has placed me and also [redacted] in. She was out of a birthday dress and had to order one from [redacted] without any constraints. I trusted this company in fulfilling an order that not only inconvenienced me but, also [redacted].

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is not a true statement. I never received a phone call nor had I talked to any Lord and Taylor representative regarding a gift card. I contacted [redacted] as well and was informed that no phone call was received regarding a gift card either.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello,

Heather, our Service Excellence team member, called your number on file and left a voicemail to notify you.

Thank you.