Report: #1358460

Complaint Review: Lord & Taylor

  • Submitted: Sun, February 26, 2017
  • Updated: Sun, February 26, 2017
  • Reported By: Jessica — Boston Massachusetts USA
  • Lord & Taylor


Lord & Taylor Lord & Taylor and Capital One Are Not Protecting Customers with Credit Services Nationwide

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I had several packages that were claimed (by FedEx) to have been delivered around Christmas; however I never saw these packages that were reportedly left in the vestibule of my apartment building. After several phone calls with Lord & Taylor customer service they only claimed to be able to replace items at the price I purchased them at.  I was informed they do not carry loss insurance for packages that never reach their customers.  I was instructed to file a complaint with the credit card company which happened to be the Lord & Taylor credit card managed by Capital One.  After going through a very antiquated process of literally drafting and sending a snail mail letter and fax which included documented shipment dates, order number, tracking number, and listed dates of correspondence with several Lord & Taylor customer service representatives, Fed Ex claims submitted and calls to the Lord & Taylor dispute center, it took them two month to provide me with documentation that I already provided them in December and a resolution in favor of the merchant also sent via snail mail and arrived 2/20/17, telling me the claim went in the favor of the merchant and I was still responsible to pay for the items I never received.  My question is what is the purpose of having a store card that clearly offers no customer service or protection for their customers.  I have never been treated in such a roundabout matter and will continue to tell everyone about this experience.  I will ever order from their website or deal with their stores ever again - and for that matter no store that uses a Capital One credit card, including Saks.  The snail mail antiquated process to force you to give up on your claim is enough to never sign up for a store card or deal with  a credit card company that does not have your financial protection in mind.


This report was posted on Ripoff Report on 02/26/2017 10:09 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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