Posted by Sandra
This store have some of the worst customer service there is, I will not be shopping here again especially online. The website says one price but when you order the shoe they email you a different invoice with the price being higher.
Lord and Taylor customer service reviews
Read the reviews below to see the experience other people have had when dealing with customer service from Lord and Taylor.
17
Oct
27
Jul
Posted by Unhappy New Customer
I ordered a gift card online on Sunday, only to receive a phone call on Monday asking me to call and verify my online purchase of a gift card. Three times my call was cut off before reaching their security office. The rep told me her system was down but that she would forward the verification. On Tuesday I received another phone message asking me to call and verify the purchase, and this rep said there was no record of my phone call to them on Monday. With this 3 day delay in processing my order, I doubt that the GC will arrive in time for my sister's birthday.
This was my first and last purchase from Lord & Taylor!
16
Jul
Posted by Shopper148
I was shopping at the shoe department twice in one week at the Paramus/Ridgewood store. There were few sales people on the floor and it was more than a half hour wait to get someone to bring shoes I wanted to try on. I did not find what I wanted and returned on a Saturday a few days later. I tried on several pair and found one I liked but there was only the right shoe. Sales person did not really want to look around for it. I left my phone number and asked that he please call when it's found. I never got the call. I have a Lord & Taylor black card and shop there quite often. This was the worst experience I have ever had with sales people being so uncaring. I get more help at DSW!
23
Jun
Posted by Zulaikha
We were at the Fair Oaks Mall today in the shoe department at 615pm. I've never been treated so poorly by your agents. The middle eastern man and older man working were so arrogant and just had no desire to work. Meanwhile there was three of your employees on duty and It was a bother to ask them for help. I was even told I can't get help from another agent due to commission reasons. How tacky. If anyone knows anything about sales it's all in the service. I asked the older man for help he yelled back just a minute I'm helping someone. Then he realized he was wrong an bought me the same shoe in 7.5 when I asked for 9. Then he disappeared the middle eastern man refused to help me look for the right size shoe because of The commission issue. I asked for the 9 shoes again and said since your co worker isn't here how long do I have to wait for help. He waited another 2-3minutes before he checked. We asked for sneakers in two different sizes and it was another battle. I'm a customer service manager and know the difference between service and arrogance.I was so embarrassed by the way my Mother and I were being treated. I expect a lot better service from a store like Lord and Taylor. What goes on in your Fair Oaks shoe dept. The lady in the kids dept is so pleasant. Service and manners go a long way and these employees need to wake up call. They're there because of their clients not the other way around.
20
May
Posted by Noorie
The saler whose name is Denise, showed me her greatness when she approached me to offer her service, a need I really was searching. Kind and courteous, she gave up her workload on the computer to satisfy my many demands. Such a king of service is nowadays rare, but I was lucky to have Denise. Thank to her kindness, I will always remember her nice service. She deserves 100% in the grading.
16
May
30
Jan
Posted by Anonymous
I will not likely return to the Lord and Taylor in Braintree, Ma. after today's experience. Two female, older employees were screaming at each other in front of me without concern for my shopping experience! I couldn't believe how unprofessional they were, and I felt really sorry for the old lady who was berated by her manager. Then the shoe department clerk tried to convince me that I could only receive store credit for the almost $200 boots that my husband bought me for Christmas. She made a big deal that he hadn't used a Lord and Taylor credit card. She finally let me exchange the boots, but of course she could only do half the transaction because another clerk had fetched me the boots so God forbid there might be another fight over commission! I had planned to look for jeans at Lord and Taylor, but instead I left and went elsewhere. I remember this place being a classy department store; not any more.
13
Jan
Posted by Anonymous
The short story: Lord and Taylor has a product listed online with the wrong description attached to it. Received one pasta bowl instead of four, as described online...Spoke with an immature and unprofessional Supervisor (Christine). The Supervisor's solution to get rid of customers as quickly as possible yell and hang up on them. Beware when you call 1-800-223-7400. Stay far away from a crazy supervisor named Christine.
Long version: I contacted Customer Service today, because I only received one bowl out of a four piece pasta bowl set that I ordered. The response that I received from Christine was that there must have been some kind of mistake (duh), and that I will have to wait until they figure out exactly what happened (after they contact the warehouse, change a SKU number if necessary, etc). What??? My response to Christine the supervisor: "I understand that a mistake may or may not need to be corrected on your end, but my concern is how you are going to resolve your customers situation? I would like the other three bowls as listed in the description Four Piece Pasta Bowl Set (which she herself acknowledged)." Christine could not find any other way to respond but to yell at me "YOU DON"T UNDERSTAND!" I kindly requested that she stop yelling at me and please put someone else on the phone that can help me resolve the issue. Christine said, "There is no one else!" Then, she hung up on me. I tried calling back, but was placed on hold for fifteen minutes, so that someone other than Christine could help me. I could'nt wait that long, so I called back a little later and found out that another associate decided to resend the product I ordered (without telling me). This sounds like the perfect solution, except for the fact that I will probably receive only one bowl again, due to the product description error. Will I call back when that happens and try to get the two other bowls they owe me? No, they can keep the money they robbed me of and lose my business.
13
Jan
Posted by Nordstorm shopper as of today
The operations manager Jolanta located at West Farms mall in Connecticut is the RUDEST thing on this earth. I bought a pair of shoes for $127.68 and notice the shoes was damaged before I left the store. I asked to speak with the manager which was Jolanta to ask for a discount. Jolanta came out with an attitude, not even introducing her self , and asked me the customer WHAT DO YOU WANT! I was floored and shocked of the response I got from her. I asked if I can get a discount considering the suede shoes were damaged. Jolanta told me I can only get 10% off the shoe and that's it. I explained to Jolanta that it wasn't enough considering I just paid $127.68 for the pair of shoes. Jolanta shrugged her shoulders and stated "oh well that's all I can give you". I called corporate office to make a complaint on 12/22/15 at 2:58pm. I spoke with Vicky who explained to me that she does not handle complaint out of the Connecticut store but she will forward my name and number to Jonathan (570)704-2524. On 1/8/16 I called Vicky (212)282-7789 at 8:51am letting her know I STILL HAVE NOT received a call from Jonathan. Vicky stated that she gave Jonathan the message on 12/22/15 and will send another message. AS OF TODAY IHAVE NOT HEARD FROM JONATHAN!!!!!!! Poor customer service all the way around!!!!! I will not purchase anything else from Lord & Taylor as long as I LIVE!!!!!!!
29
Dec
15
Dec
14
Dec
Posted by Privacy Person
How pathetic, their customer service number doesn't work and I call HQ in NYC, tell them, no call back but now at least their customer service number says they are closed. Of all the idiot messages to add...you have to wonder about who is running the company's customer focused efforts. A few years back I had to call the head of Public Affairs to stop getting emails. Note to others, if you are getting spam from someone who won't leave you alone, put them on the Lord & Taylor email list as you really cannot stop it!!
13
Dec
Posted by Anonymous
Noticed every December the store looks less like Christmas is being celebrated, the Christmas department is gone, no more Christmas trees, hardly an ornerment to buy. When you shop for Christmas gift you want to be surrounded by Christmas
Shopping in a politically correct store tells me and many people its time to shop where the real holiday is celebrated.
So it's off to Macy's
10
Dec
Posted by [email protected]
tracking was mailed 11/20 and does not show up as received. I have waited for 20 minutes twice attempting to get help in finding this return. I hope someone can help me without more phone time.
05
Dec
Posted by Anonymous
I'm writing to complain that I just today (12/5/15) received my Thanksgiving Sale Circular that was supposed to be delivered 11/20 through 11/23. There were coupons in that circular that I would have used. Is there anything that can be done about the post office not delivering your flyers on time?
Linda Senger
17
Sep
26
Aug
Posted by Sandra Friday
Last Thursday, 8/20, I was shopping with a friend at Lord and Taylor in West Farms Mall in Farmington, CT. We wandered into the shoe department where Stephen Michelsson was so very helpful and patient as we requested the mate to pair of shoes that were on sale. Not only was he helpful but when we discovered that I had not used my Lord and Taylor charge card, he set me up with a new card and made sure that I got the coupon discount on the shoes that I was buying.
He was cheerful and resourceful, and I want to give him "props" for his great public relations with this customer and her friend. I will definitely shop there again and hope Stephen is there.
Sandra Friday
26
Aug
Posted by Anonymous
I shopped at Lord & Taylor in Manhasset, Long Island yesterday and had a wonderful sales woman, Diana. She was extremely helpful, and made my shopping a very pleasant experience. I have only been in that store a few times but definitely look forward to going back soon because of this experience.
13
Aug
Posted by Susan
Faith Restored! I have been a long time L&T customer. The excellent service I was use to has diminished in recent years to the point where I have had bad experiences with staff and the store management not being helpful and in some cases ...rude and/or non-responsive. I am delighted to report that a woman by the name of Tanesha who works in Store #3 in the Woman's Department has given me hope that the L&T brand of outstanding customer service may still exist. I was searching for two items and within minutes she located them for me and processed my order. To L&T corporate...you may want to hire more associates and managers like Tanesha if you want to keep long time customers happy and returning. Thanks for your help Tanesha!
15
Jul
Posted by [email protected]
Freehold Mall store Women's dress department. Absolutely disgraceful. Dresses packed on racks from the dressing rooms. Racks with these dresses cluttering the entire dept. Dressing rooms are filthy, smelly, and falling apart. As a customer, I am insulted to have to be subjected to this. Sales help is overwhelmed . The messy, dirty unkept conditions are overpowering. How dare you subject your customers with this degrading experience? The board of health needs to be contacted and made aware of the discusting enviorment. I question if whatever I might purchase has not been on the dirty floors of the dressing room. There is no organization on the racks pertaining to sizes. All askew. Cannot find a reason to want to shop there.
28
Apr
27
Mar
Posted by Anonymous
I wish to compliment the services from Lord & Taylor in Syracuse, NY.
I had purchased a gift card for a colleague. Unfortunately, she lost the gift card and asked if there was a way to track and replace the gift.
I contacted Joanne Gabriel at the L&T store at Destiny Mall for help. Joanne was very gracious, knowledgeable, and communicated with me throughout the process. I was delighted when she confirmed that L&T was able to replace the card.
Many thanks to Lord & Taylor and Joanne.
25
Mar
Posted by Anonymous
I was visiting my family in Princeton, New Jersey and was shopping at your store on Sunday, March 22, 2015 in Quaker Bridge Mall in Lawrenceville, New Jersey. I had a very unfortunate experience. I was trying out a long dress using first fitting room with elevated circular stand located on the upper level. behind the cash desk. As I was putting on a long dress my foot got caught on security tag (which was placed on the hem line) and I fell on my right side. At that time, I just thought I had a bruise on my arm and i ignored it. Now that couple of days have passed I am sore from foot to neck with bruises, pain in my knee joint and I have a cut behind my right shoulder.
I am surprised that a reputable company like yourself would place a security tag at the bottom of full length dress..
22
Dec
Posted by Anonymous
Placed an order for a $400 handbag on the 12/16, requesting 2 day ship to insure that there would not be a problem. On the 19th the status was unclear, so I called and was informed that the bag had shipped, but the site had not updated. I specifically stated that if there was a problem I could try ordering from another site, but was assured the order had been sent for shipment On the 21st, there was no notice of shipment and no change in status, so I called again and pressed for an contact with the shipping area and some confirmation. I was told that the shipper would send an e-mail with tracking info that day. On the 22nd, having received no e-mail, I logged in to see that the status was unchanged. I called again and insisted that someone verify that the order was fulfilled and on its way or give me a current status. I was assured that the tracking information would be forwarded. Some hours later, I check the status I=on like to see that it had changed...BACK TO "IN PROCESS". No e-mail...no call. So I called again, waiting for the obligatory 20 minutes to be told that in fact the order had been outsourced and that they HOPED THAT THE BAG WAS GOING TO SHIP IN TIME. I requested to speak with a supervisor, stating that I wanted them to expedite the shipment. No supervisor was available and I was told that one would call back in a short time. 4 hours later, I check the online status, to find that the order was now "CANCELLED"...no call...no e-mail...no explanation. I called a ask why...Turns out the bag was never available in the first place. THIS WOULD HAVE BEEN SHAMEFUL CUSTOMER SERVICE FOR ONLINE PURCHASING IN 1994... IT IS DECEPTIVE, UNPRINCIPLED AND UNACCEPTABLE IN 2014
19
Dec
Posted by Anonymous
The worst Customer service ever with a non working email address. There refusal to not change a 20dollar bill for the Salvation Army Volunteer is disgusting. As I stood there with a Movado purchase and 300.00 bucks of gifts for family members, I was told its "Store Policy " not to give change. Shame on You Garden City NY store. Clipping up my Black card now, and returning all Holiday purchase as I called the store for 45 minutes to speak to a manger..who never answered the phone. Lord and Taylor, sad to see how awful it;s become.
Jeannie Reysen
