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Today it took my daughter & I 40 minutes to return 2 items, both of which were well within the return policy time frame.
Both items were unused, tags on and we had the receipt for both items. Both items purchased with cash.

Erika, the Manager at Trumbull Westfield Mall & her employees warranted my displeasure enough that I felt the need to write.

I handed Erika the receipt for the scarf my husband purchased & the first thing she asks, while staring at the receipt, is how did I pay. I politely say it indicates payment on the receipt as cash. She tells me, okay, I'll give you store credit. The scarf was purchased 12/14/16 & todays date is 1/18/17, clearly not past the 90 days expiration. I replied, no thank you, I would prefer how we paid, cash. To which she locks up her register (poor customers behind me had no clue what was happening) & proceed to walk across the store to men's department to get my $27.35. Also, since I had the receipt, item was in perfect condition with the tag on, I was baffled as to why I had to dig out my license...& all for a $27.35 return.

Then at the Bobbi Brown counter we again handed our receipt for an unused item that was purchased 12/14/16 & are received with a look of annoynace from the salesgirl who proceeded to ask twice if items were used as she inspected them. My daughter & I politely reiterate that no, she is returning the $103.50 Bobbi Brown make-up set because her dad purchased it as a Christmas present & she did not want it. We were again told we'd have to follow not 1, but 2 Bobbi Brown/Lord & Taylor's associates over to first one register & then over to shoes. (Meanwhile their counter has no salesgirls to help potential customer's because they both apparently need to do the return).

This is where it gets almost comical if our time wasn't important to us. The annoyed salesgirl, wish I got her name, tells us that since the original receipt, through no fault of our own, somehow printed out the receipt with part of the whole left side missing, we couldn't return it. Her reason?, we didn't have a receipt!!!? A receipt she was holding & staring at. When we said we DO have the receipt she mumbled something about since the "old register" messed up the receipt, she could refund the money, but is deducting $20.00 because we'd have to take the lowest price they last sold the item for. Crazy? Yes, it is. My daughter politely shook her head & said, "no, it is not our fault the salesgirl didn't look at the receipt at time of purchase or that you can't punch in the sku number to find what is obviously the item that came from this store & it's wouldn't be fair for her dad to lose $20.00 for no reason"
So after both these salegirls failed to help us we asked for a manager. The manager, again Erika, took us to a 4th (!) register in cosmetics with the original associate tailing behind & then we finished our long, drawn out, transaction.

I calmly told Erika ( I was not calm inside, I was baffled, frustrated & annoyed) that it shouldn't be this hard, 40 minutes!, to return 2 items & the whole going from register to register. I am still recovering from a hysterectomy & the back & forth seemed very unnecessary.

But the absolute worse experience out of all of this, and the reason I'm writing this, NO apology, no explanations as to why this took such a chunk of our day. They all acted as if us returning 2 items was bothering them.. 1:00 on a slow Wednesday after all the rush of holidays. The store was not at all busy.

My sweet, hardworking husband buys my daughter & myself Bobbi Brown cosmetics/gift sets every single Christmas. Spending well over $200.00. Not this year, we will go to Sephora which is exactly where we went after leaving Lord & Taylor to purchase the 1 eye shadow my daughter wanted. No need to take our annoyance out on Bobbi Brown due to Lord & Taylor's policies.

Also, Erika, if you are the manager you should make sure your customer in the store you are representing leaves happy. Especially to 2 customers that were patient, polite, & not at all offensive to you in any way. I even tried telling you I was dissatisfied, but when you ignored me & went to the register as I was still talking, I realized you couldn't care less.

In case anyone in the higher up change cares, that's my review of today's shopping experience. Thank you.


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