Lord & Taylor
Shopping complaint review

I tried to place an order on their website and received a message that my order could not be processed. I tried several more times since I had just ordered the previous week with no problems. Nothing worked, so I called their customer service line. When I explained my troubles, the rep told me that I had been locked out of their system and I would be unable to place an order for 24 hours. She also advised me to put in a middle initial in the credit card info. She also said she wouldn't be able to take my order over the phone.

I tried to order the next day and noticed that there IS NO PLACE for a middle initial when entering in credit card info. The system still wouldn't let me order. I called again and was told this time that I had been locked out but maybe the system wouldn't take the order because I used the same email or billing address. Ooookay. I tried different billing addresses, and even asked my sister and friend to order and neither of them could. My sister called customer service and they told her to call a store to order. She told me this so I called a store and they told me to call the online service number I had already been calling.

So I finally called customer service AGAIN and just phoned in the order. I received a confirmation number verbally and was assured that I'd receive a confirmation email within 24 hours. One day goes by, no email. So I called customer service and was put on hold for 45 minutes. When I finally got someone on the phone they told me their system was down so they couldn't look up any orders. SO I called again the next day (still no email) to inquire about order status - this time the rep looked up the number and said the order had been cancelled. She didn't know why, and she didn't offer any help or alternatives to figure out why. She said she wouldn't be able to place a new order. I asked her what could be done and she said "Nothing". REALLY? Do they even want to sell merchandise? So she basically refused to help me so I hung up. I have worked in customer service for years and I could never imagine treating a customer like this. I don't know what is wrong with them but they are a STORE, they should want to SELL stuff.

Company: Lord & Taylor
Country: USA

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