"Zero stars if possible.

If you order, it's ok. If something goes wrong and you need help from customer service, this is where they fail. Be prepared to communicate with people that don't read your email, don't reply to you, and don't act for months. You can find this same stuff at Macy's or Nordstrom - go there instead, even if it costs a little more. You're paying for way better customer service."

"I ordered Lancôme skincare set on Lord and Taylor just because they promised on the website that they will send an exclusive gift set (bag, mascara etc) I usually buy cosmetics from Bloomingdales or Macy's but this time they don't offer this gift, so I decided to try LaT. The promised gift didn't came with the order. I called the customer service and they refused to send it although this offer still exist and they have this gift in stock. So disappointed, I'm sure my favorite retailers would improve it with no hesitation and delay.
I wish I have this store nearby just to return everything and get my set from another retailers.
It was my first order and I think the last one.
"

"I received my package with the following note inside:

"Thank you for shopping with us. Your order was handled with care by Joe 249 (I think the name is Joe - hard to tell - bad handwriting). If you have any questions about your order, our team is here to help you at 1-***-***-****."

I guess "Joe" was having an off day. I had ordered a pair of Anne Klein heels in gold, and when I opened my box there were two different shoes in the box. Not two pairs of shoes--two individual shoes of different colors in one shoe box. "Joe" apparently did not check in my shoe box to make sure that my order was correct before sending it my way.

I need these shoes for a wedding I am in, and I have to match the other bridesmaids in the wedding. When I tried to reorder them online, I saw that they were out of stock in my size. Had I known that there was no longer a full pair in my color & size prior to ordering at Lord & Taylor, I would have purchased them elsewhere, but when I checked on those websites again their prices had either risen significantly or they were sold out of my size. Now, I am stuck and will need to find another solution to get these shoes to match the other bridesmaids.

Extremely upset, I contacted the number included in my package to see if anything could be done. The woman on the phone was extremely unhelpful. Although I told her how upset I was, she seemed to not care how frustrating this situation was for me. ("Oh, we sent you two different shoes? That's weird....") After checking the inventory at the stores, she told me that nothing could be done, other than giving me 20% off my order. "Oh, actually that won't help you because we can't fill your order anyway. Nevermind." Nothing else was offered to help the situation. When I looked on the website, I saw that the current deal was a 20% off regular & sale items--so I am not sure how the 20% off that she offered me would have made up for any inconvenience caused by Lord & Taylor's negligence any differently from a coupon code I could have found on the website. She asked me if I could return it to a store. I told her that I did not think it was fair that I should go out of my way for a mistake made by Lord & Taylor. She said that she would email me a free return label, and I am still waiting for that email two days later with no follow-up. I asked to speak to her supervisor to initiate a formal complaint, hoping that some action would be done to encourage better service in the future. When she transferred me, the phone rang repetitively until it hung up on me. No voicemail, no explanation; I was completely disconnected from the person who was supposedly in a leadership position. I know that mistakes are made in business all the time, and I really try to be understanding; however, I think there is absolutely no excuse for poor customer service.

I was truly hoping that this experience would turn out well, as I shop online for most of my clothing and gift purchases. However, I think it will deter me from doing business with Lord & Taylor in the future, and I will encourage everyone I know to consider doing the same. The quality assurance and customer service has proven to be extremely lacking for my situation. "

"I ordered a rain jacket on October 23rd and after 10 days of no package receipt I called them only to find they had cancelled my order without ever notifying me. No email or communication of any kind. I wanted this jacket for a trip, so you can imagine how upset I was to find out that ... although it said my order was confirmed on the web site, they just blatantly cancelled it after the fact. They claim I did not have a properly number submitted on the order. The only reason that could have happened was if the auto fill feature most of us have on our computer overlapped with my typing and the phone number did not match my credit card.

So ... it was a small issue, they were so rude on the phone demanding I call my credit card company and they would not even help me make the purchase and take another credit card number. Because I am in a rush and don't have time to shop for a similar jacket ... I executed the purchase again using PayPal ... thank heavens for this option because Lord and Taylors customer service was worthless!!!! The demonstrated a total lack of care for the online customer."

"I have a case for over a month still ongoing. worst customer service"

"I had a overall crappy experience. My first order went smooth I ordered two shirts and it arrived quick. The problem started when I wanted to exchange my order for new sizes. I called them to process the exchange. And if you arent aware the way they do exchanges is for you to place another order and to return the previous. Long story short they messed up SEVERAL times. I ended up having to place THREE more orders. They messed up the sizes on one, shipped to the wrong address on another, then ran out of the shirt I wanted. Customer service was crap in terms of fixing anything. I tried using the online form and they ignored two of my emails. Any how I'll end it here before it gets to long."

"Lord and Taylor has some of the worse customer service I have ever experienced. The customer service representatives are rude and uninformed. While the managers I had the chance of speaking with were a lot more helpful, the communication between departments is poor. I went through a lot of trouble to place an order, and something as simple as making a return also trend into a complicated ordeal because of poor service. I will never purchase from L&T again due to the level of dissatisfaction I experienced. I would advise others to shop elsewhere even if it entails paying more for the same product(s)."

"I placed an order through Lord and Taylor using ShopRunner on June 6th. I have had the WORST online experience of my life with this company. Their "2 day shipping" took 6 days. I returned all items immediately due to their late arrival for the event and have yet to receive a refund. L&T claimed they mailed a gift card, which I never requested nor ever received. Every time I contact L&T they have a new excuse and say I will get a follow-up email, or a call within a few days, which has never happened. It is now August and L&T said they refunded the money last week....never happened.They have STOLEN $339."

"I had a big problem with being charged for an order several times and dealing with a $600+ hold my card when I tried to contact someone. I called once and the woman was no help; she transferred me to three separate lines that kept me on hold of about ten minutes each until the same woman picked up the phone to again attempt to transfer me. Finally, I hung up and called again and spoke to a rude woman who also had no idea what she was doing until the call dropped due to poor service. For the third time, I called and spoke to a woman who began to help but soon became frustrated with herself and began to loose patience with both herself and me. Needless to say, it was not appreciated, and she was also no help. I have yet to find someone who can help me with my problem. Also, the website is poorly ran. At first, it seems organized and helpful but once you get to checkout everything goes down hill. The website had a great amount of trouble deciding whether or not my shipping was free (which it should have been) it kept bouncing between a $20 amount and free. Finally, it stopped changing, and I proceeded to check out. However, when I clicked, the final check out button, it failed to do anything, so I clicked again and again. Little did I know, it was going through half of the way by charging my card but never making an order out of it. Now I am out $600+ for the next few days until my bank disputes the charge and no new clothes on the way. I am beyond dissatisfied. Considering similar other reviews I have new read, your company should be very dissatisfied as well. "

"Customer service is horrendous. No bed side manner. The rep hung up first, without even say "Good bye" or "Can I help you with anything further?""

"Horrible customer service and online store. I ordered an item then when I noticed i hadn't recived the shipping email I called customer service the automated system told me it was on back order. I requested to speak to a representative and the woman that answered the phone sounded annoyed to speak with me. I asked her about the backorded purchase. She didn't even bother to look up my order information just told me that if the item status is back ordered that the item will be cancelled. Why are they selling an item they do not have?! Do yourself a favor and shop elsewhere. "

"First time ordering from Lord and Taylor online, and I am very disappointed with the quality of my jacket. My jacket had a couple rips in it- I am not rough with my things. I just missed the 90 day warrantee. Lord and Taylor Customer Service did nothing to help. "

"Their online store is like a practical joke. I returned a merchandise in October in perfect condition and I am still waiting to be refunded in February. At first it took them 2 months, because they are behind, to give the refund in a gift card instead of original payment, which they claim is because the billing address is different from shipping address. There were no prior warnings. (Why won't they just have a box to check for 'gift' during the online checkout is beyond my comprehension. ) And now, it's taking them 21 business days to transfer the gift card back to the credit card. 21 business days translates to more than a month, by the way. After I talked with someone in customer service, I found out that today is the 21st business day and I will surely hear from them by next Monday and they are running behind because a lot of customers have the same issue! How is their business still alive? It's like shopping online in the 90s with little technology. It's simply unacceptable! I should have believed all the bad reviews I saw!"

"I returned a kid's ski coat by mail. After 5 weeks, they sent back the coat to me and said it's damaged as "Vendor Tags not attached." Hello, there was never a vendor tag at the first place when I received it. However, the coat DOES have a manufacturer's tag attached. They did not issue me any refund. I was blamed for removing the tag!! I called lord and taylor customer service and they can not do anything. Helpless customer service. No service!! I called my credit card company and told them what happened. They dispute the charge for me. "

"I am VERY upset with my purchase! i ordered a pair of black suede ankle boots and when i received them there was a long deep scratch on the side, and half of the suede was missing. It was the right foot shoe that was mostly damaged, the left one wasn't as bad, but still looked used. I call customer service so i can return them and get a new pair and now they don't have my size, and will only refund me back in a gift card credit. There isn't a Lord and Taylor 100 miles near me!! i will NEVER buy from this sorry place again. "